ComplaintsforHoliday Isles Resort

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SCAM ARTISTS-HOLIDAY ISLE RESORT Desk clerk told us to NOT stay at Property, No accommodations & then charged us as a NO SHOW! We r not alone! Others have been scammed!7/6/24 Holiday Isles Resort Mederia FL.Reservation via Priceline.Correct # **************** entered.Info did not submit.******* called to confirm ETA, # *************** tell ******** goes off, tells me I DID NOT LIST ************ MUST call *****/B.com immediately & rectify BEFORE arrival 2 property that he cannot.I am on the phone with ************** calls back, tells me hes added ********* will be $20.B.com quoted $15.When asked why the $ difference.He got ticked off.I said he was being rude, his attitude got worse & he said how am I being rude, Im smiling, how is that rude he continued this banter & then said you know what, if you dont like how I am, why dont you just NOT stay here we cannot accommodate 5 in that space & hung up. Nothing was mentioned about an additional room we could get for xtra $, he just told us to Not come to the property & hung up.I took this to mean the **** *** cancelled & I am not about to roll up on a property after being told to Not Come There (can we say arrest for trespassing).My family and I were left with no where to stay. We had to drive 1.5 hrs to find a place to spend the night.After this went down I began calling ***** /Booking.com, they assured me they would take care of it within 24/48 hrs.That didnt happen.I called the property & spoke to ***** at HIR who told me it was up to B.com to process refunds.B.com told me it was HIR who should process refund.I did a 3 way call.each tried to pass the buck.***** finally told B.com to send an email saying they waived their *************** would process a refund.B.com sent ************* lied, he denied refund.When I called HIR again ***** gave me the owners #.I called & a rude, loud, obnoxious woman proceeded to scream over my voice not allowing me to explain, accused me of lying on **** & hung up on me.

  Business response

  08/02/2024

  ***************************** made a reservation through BOOKING.COM (or BOOKING.COM sister website) on July 6th at 08:00 AM hours to get a Family Studio at the HOLIDAY ISLES RESORT to check in on Saturday July 6 th 2024 and check out on July 7 th 2024.

  
  Later that Saturday, Jul 6 at 17:56 she requested the cancellation of her room.

  
  All reservations are NON-REFUNDABLE 48 hours before guest arrival. That means that if you make a reservation on the same day of the check in the reservation will be collected by the hotel and it wont be cancelled. The hotel could have sold it to someone else but since ***************************** made the reservation first, it will be under ***************************** name for the whole day.

  
  All the reservations are collected 48 hours previous guests arrival. This is the policy that Booking.com agreed with Holiday Isles Resort and is the policy applicable in this case and all similar cases. In this case she made the reservation for the same day of the check-in,therefore the reservation must be collected immediately. This is very important, because if there is many people who need a room that day, is very important that whoever takes the room first gets the room first. It is good for the hotel because we sell a room and also is a protection for the guest primarily because this activity doesnt work as an auction. We reserve the rooms upon reservation arrival. Whoever comes first gets the room first, even if someone else is willing to pay much more.

  
  Attached is the reservation from the website BOOKING.COM where we highlighted in yellow the cancellation policy and prepayment policy.
  Cancellation. The guest will be charged the total price of the reservation if they cancel anytime.
  Prepayment. The guest will be charged the prepayment of the total price of the reservation anytime.

  
  ***************************** voluntarily shared her 16-digit card, expiration date, CVV digits, Name, Last name, e-mail address and telephone number to make a reservation at HOLIDAY ISLES RESORT.Nobody forced her to book a room at our facilities. ***************************** is not entitled to request a cancellation or a transaction refund that she, ********* by making a reservation, forced us to collect from her card.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To attend a working-dog seminar in ******************, I booked a Holiday-Isles Resort reservation for December *****, 2021, through booking.com for $301.32. At the time, Holiday-Isles Resorts advertising on bookings.com was false, incomplete, and misleading. It stated a $10 per pet fee and did not mention any additional costs related to pets. The hotels confirmation email corrected this by stating that the pet fee would be $30 per night and a $150 cleaning fee but did NOT mention weight limits for pets. Holiday Isles Resort only disclosed its 43-pound weight limit on pets in an email around 11 pm on the 8th. We spoke with the manager the morning of the 9th, and he agreed to approve a refund from Booking.com. He instructed me to cancel my reservation with booking.com so they would send him a request to make an exception to the no-refund policy, which he said he would approve. I canceled my reservation with booking.com, as instructed. During a follow-up call with the manager, he said he changed his mind and would not approve the refund request. He said he checked and saw the hotel sent a confirmation email soon after my reservation. (But it did not mention anything about a weight restriction.) He also said I should have checked the hotels website for a pet policy before booking a reservation through a site like bookings.com. (But I had checked, and neither the hotels corporate nor local area mentioned any pet policy.) The manager became unreasonable, hung up, and ignored attempts to provide documentation or reason for months after the fact.Basically, I made reservations based on false advertising, was assured of yet denied a refund, and precluded from checking due to a policy that wasn't disclosed until the day before. Without accommodation, I was forced to make reservations elsewhere that permitted my two dogs to stay with me, which I did through Air B&B for $624.74. Note to BBB: Additional support/screenshots available as needed.

  Business response

  01/11/2023

   

  Please check Holiday Isles Resort booking.com

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  Customer response

  01/17/2023

  Complaint: 18540237
  
  Im rejecting this response from Holiday Isle because...
  (A) What Holiday Isle provided in its response is the CURRENT listing on booking.com. Information about pet weight was NOT INCLUDED on Booking.com WHEN MY RESERVATION WAS MADE.
  (B). The link and screenshot that Holiday-Isle provided is of the current site selected for Spanish. Upon reviewing in English, you can see the information about Holiday-Isle's pet policy is STILL incomplete and inaccurate. 
  
  At the time of reservation:
  
  > Pet policy info on Bookings.com: 
  PET FEE: $10 per pet
  > Line 35 of Holiday-Isles confirmation email: 
  PET FEE: $30 per night. $150 CLEANNING FEE per stay with pets.
  > Line 5 of Holiday-Isles day before check-in email:  
  PETS: Maximum weight 43 pounds
  PET FEE: $30 per night. $150 CLEANNING FEE per stay with pets.
  
  Holiday-Isle did NOT disclose its weight limit until one day before check in. Moreover, the morning of December 9, 2021, the hotel manager instructed me to cancel with booking.com, telling me he would approve a full refund. He then refused to do so and did not accept or return my calls. How is this acceptable?
  
  REQUESTED RESPONSE
  Booking.com requested from Holiday-Isle approval to issue a full refund during the afternoon of December 9, 2021, and again on December 7, 2022. Please encourage Holiday-Isle to approve their request in light of the facts.
  
  Holiday Isle can easily correct the inadvertent yet persistent miscommunication of its pet policy by:
  (1) Developing a complete statement of its pet policy. For example. 
  Up to two pets allowed, with a 43-lb pet weight limit and $35 pet fee per night for each pet. With pets, there is also a $150 nonrefundable cleaning fee per stay. plus any other stipulations regarding pets.
  (2) Including this statement whenever, wherever Holiday-Isle mentions its pet policy. It should not parcel out bits of its policy in different places. 
  
  Thank you,
  
  *************************

  Customer response

  01/19/2023

   
  Attached is a screenshot that I'd like to upload. 

  The attached screenshot was taken in December 2021. It clearly shows in the fine print and elsewhere that Holiday-Isle's pet policy was not disclosed with the exception of a $10 pet fee. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with Holiday Isles Madeira Beach in January 2020. When the lockdown happened they refused to refund us our deposit. They gave us a voucher. They canceled our voucher with no notice and now I am out 630 dollar deposit. We are unable to travel across the border due to vaccine restrictions and they did not care. They lied about sending us an email saying we had to take a vacation last year because the border was still locked down. I asked many times over the last few years for a refund but was always refused by them. I phone them personally many times, and yes emailed as well. I have been there every year for over 10 years and this is the way the new owners and managers treat their customers.

  Business response

  07/21/2022

  Business Response /* (1000, 7, 2022/07/06) */ All deposits are non refundable. This is made very clear verbally and via e-mail when we send out the conformations. We gave the guest a voucher the first year because of covid. Then we we agreed to a voucher for a second year. The guest could not come , even though covid restrictions are no longer in place, and he was requesting a third year. We denied the third year and are not required to give a non refundable deposit back. Consumer Response /* (3000, 9, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) So when I booked my vacation I did it over the phone and was not told that there was a no refund policy. My partner has been going to Holiday Isle for over 10 year with out ever having a issue with management. What others need to know is that these new managers are not up to date with the border restrictions. You can not enter the US if you are not vaccinated. I can not get a vaccine due to health issues with taking medicines. They are also not telling people that they canceled all vouchers last October with out even notifying us. Yes I checked old emails and spam as well. So now I am out 630 dollars because they made me make a high deposit I am not even sure why. So they email you telling you after you have made the deposit that is non refundable. This seems like a bad business practice. Be carful renting at Holiday Isles the new managers are not understanding at all. It is obvious that this is all about big business making money and not about customer service.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a room from April 2, 2022 to April 7, 2022. Stayed for 2 nights in this motel and my daughter and myself started to feel very sick, coughing, congested. I woke up April 4 and could barely breathe. I told my family we had to leave, there is mold somewhere making us sick. We checked the ac unit and we could it covers in mold. We packed up, alerted the staff. They gave us a card with a number to call. We called and the man advised he would ask his manager to refund us the rest of the stay. We haven't theirs back from anyone at this motel. I have also sent numerous messages.

  Business response

  05/05/2022

  Business Response /* (1000, 10, 2022/04/21) */ We were never told anything about them being sick or mold in the room or AC unit. We were aware of the complaint after the guest left a review. We investigated the room and no mold was found anywhere. The guest made a complaint to the city or county and an inspector came with a surprise visit specifically looking at that room and no issues were found with mold or anything else for that matter.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a real bad time I booked a night at the holiday isles resort on august 21-22 2021 totaling 121.44. I was staying in the area for this family thing I didn't really want to go to anyways but you know how those family things are, I got there late and stayed for not even 3 hours and the electricity cut out. I called the night service desk and this "big tuff guy" told me if I wasn't happy I could find somewhere else to stay. I asked for a refund and I'd leave the key he told me to talk to this guy wesely the daytime manager. And not to leave the key or be charged a fee. So it's late at this point I start going around looking for another hotel but they're all closed or $600+ so I stayed on the beach n stuff made the most out of it. Wesley the daytime guy told me to charge back through the bank to get my refund. I had the money for a month and then they reversed the claim and took the money back. I called and asked wesely. They said they would give me a free night instead with ridiculous restrictions. And I have to give them money for the full price deposit to use the free night. I asked to speak to the manager. She does the finances. Immediately she said you want your money back take us to court ????? Was super rude and basically said ***. The letter they sent me has crazy refund use restrictions. Whenever I send emails they spam the same thing back. I wouldn't care too much but these people have been such a-holes I have literally wrote a whole complaint on this website. Plz help

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/02/04) */ First: WE DON'T INSULT PEOPLE. Second: We are extremely disappointed to see this written on a public record. Quotation: "these people have been such ********". We are still rubbing our eyes in disbelief. Third: Its is absolutely true that we lost power that night. Duke Energies power lines were at fault that night and we were not the only ones to loose power. Our hotel main board and electrical lines were in perfect order. Fourth: We offered the guest a voucher for a free night as we offered everyone else who was staying with us that evening even though this was not the Hotels fault. Fifth: He disputed the charges with his bank and the bank determined that we were in the right and the charges would remain. He still had a voucher at this point. Sixth: We will not offer him a voucher any longer for insulting us through not only this public institution but as well as multiple other public platforms. He is banned from our Hotel and will be prosecuted for trespassing if he steps foot on the property. He is officially on our DO Not Rent list. Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still have done nothing to resolve this issue. I'm insulted that the business is just treating this like a dollar sign $ rather than treating the customer with respect and understanding.... The bank has been refunding the charge every month since august, because you keep reversing the charge. I can reverse the charge too. We have been going back and forth for 6 months now. And instead of resolving the issue they just want to ignore the problem. All My public reviews are just what I experienced with the establishment not insulting or anything. I hope I don't have to file anything for these slanderous accusations being I have provided proof.I attached photos of my reviews. It's incredible that they are saying I'm insulting after how they treated me during my stay, the only one who was kinda nice is Wesley. Furthermore they revoked my stay for not being able to resolve this issue correctly, which is further reason I believe I should be refunded from this company. I love my Freedom of speech Business Response /* (4000, 9, 2022/02/07) */ First: WE DON'T INSULT PEOPLE. Second: We are extremely disappointed to see this written on a public record. Quotation: "these people have been such ********". We are still rubbing our eyes in disbelief. Third: Its is absolutely true that we lost power that night. Duke Energies power lines were at fault that night and we were not the only ones to loose power. Our hotel main board and electrical lines were in perfect order. Fourth: We offered the guest a voucher for a free night as we offered everyone else who was staying with us that evening even though this was not the Hotels fault. Fifth: He disputed the charges with his bank and the bank determined that we were in the right and the charges would remain. He still had a voucher at this point. Sixth: We will not offer him a voucher any longer for insulting us through not only this public institution but as well as multiple other public platforms. He is banned from our Hotel and will be prosecuted for trespassing if he steps foot on the property. He is officially on our DO Not Rent list.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩