ComplaintsforTranquility Bay

• Initial Complaint

  07/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a reservation that I paid in advance in June under my wife name ***************************** today 07/28/2024 I had my check out when I got to the front desk to do my check out I was approached by the manager of the hotel ********* she denied to provide me her last name, but the problem started once I tell her Im doing my check out she try to charger me again ******** when on 07/26/2024 I had paid already ******* was the *** that help me, but the attitude screaming at me telling me to shut up and listen to her was extremely disrespectful and I showed her that I already paid and she kept screaming and telling me to shut up thats something that need to be taken care by upper management or even ownership, o truly had an amazing time at the resort but her attitude just make you guys loss a customer and I clear to her to double check the system please work more on customer service

  Business response

  08/13/2024

  Good morning from Tranquility Bay. This complaint's foundation is cited as "Advertising issues", and yet the majority of this guest's statement is based on their misunderstanding of our payment practices, in addition to a question on one of our team members level of service. After speaking with this team member, as well as our Manager and another agent who was present that day, they recall this guest vividly, as it was her and her travel companions who were the ones screaming and being aggressive with our team and in the presence of other guests. If we had found a billing error, we would have been more than happy to rectify it as they can occasionally occur. After personally reviewing her billing, I have found no double charges or errors.  We take guest billing very seriously and understand it can be easy to confuse the Pre-authorization at the time of check-in with a charge. This guest booked direct with our resort using the Florida Resident rate, we took a one-night deposit of $1,019.00 at the time of booking, as is our policy for this offer. At the time of check-in, we placed an authorization hold for the remaining balance, + $50/day for incidentals. this authorization totaled $1,066.66 and can be viewed on the attachment on the blue line ("AuthorizationOnly"). Her statement is contradicting, she first states "she paid in advance in June" and then a few sentences later she states "I had paid already *******" referencing the agent who checked her in. Also, her final folio shows she spent $364.43 at the ******** (we appreciate her business). Based on my review and the details gathered, when she came to check out at the desk, her credit card was declining to process for the increased balance owed. While we Authorized $1,066.66 at check-in, her final balance was $1439.74 (due to the $364.43 tiki bar bill). ********* let her know that her card was declining to process, you can also see this on the screenshot @ ***** AM on 8/28 - "Incremental Authorization declined - the card is declined". We then proceeded to settle the original authorized amount on her card, $1,066.66 (reflected on both the folio and the screenshot), and then a new card had to be placed on file to process the remaining balance of $373.08 (also seen on the folio and the screenshot) due to her card not having the funds. I imagine this may have been frustrating and a little embarrassing for this guest, as our team stated it was another member of her party that had to provide the new card, and she was continuing to escalate the situation and become aggressive and loud. The guest was charged for all appropriate charges relating to her stay and was not double charged, and while she asks for resolution or discount, we do not feel her misunderstanding and aggressive response to our team justifies compensation when our team was merely trying to collect payment for services rendered. Thank you.

  Business response

  08/13/2024

  Good morning from Tranquility Bay. This complaint's foundation is cited as "Advertising issues", and yet most of this guest's statement is based on what seems to be a misunderstanding of our payment practices, in addition to questioning of one of our team members levels of service. After speaking with this team member, as well as our Manager and another agent who was present that day, they recall this guest vividly, as it was her and her travel companions who were the ones screaming and being aggressive with our team at the Front Desk and in the presence of other guests.Everyone who was present denied that our team said Shut Up or was screaming at her. If we had found a billing error, we would have been more than happy to rectify it. After personally reviewing her billing, I have found no double charges or errors.  We take guest billing very seriously and understand it can be frustrating for them to confuse the Pre-authorization at the time of check-in with a settled payment. We see this confusion often in our industry, and take every step possible to explain this to our guests at check-in. This guest booked directly with us using the Florida Resident rate, we took a one-night deposit of $1,019.00 at the time of booking, as is our policy for this offer. When the guest arrived to the resort,we acquired her card and placed an authorization hold for the remaining balance, + $50/day for incidentals. This authorization totaled $1,066.66 and can be viewed on the attachment on the blue line ("AuthorizationOnly -Success"). While it is her right to report issues, we find her statement contradictory,she first states "she paid in advance in June" and then a few sentences later she states "I had paid already *******" referencing the agent who checked her in. This lends itself for me to assume she was confused as to what she pre-paid for, or what we were authorizing her for at the time of check-in.

  
  **Note the screenshots and guest folio were provided separately to the BBB as they had the guests name on it. We did not attach it here, as instructed,to protect her privacy.

  
  Based on my review and the details gathered, when she came to check out at the desk, her credit card was declining to process for the balance because she had charged over $364 at our Tiki Bar, and this now exceeded the original authorization we had taken on her card. While we Authorized $1,066.66 at check-in, her final balance was now $1439.74. ********* let her know that her card was declining to process, you can also see this on the screenshot @***** AM on 8/28 - "Incremental Authorization declined - the card is declined". We then proceeded to process the original authorized amount on her card, $1,066.66 (reflected on both the folio and the screenshot), and then a new card had to be placed on file to process the remaining balance of $373.08 (also seen on the folio and the screenshot) due to her card not having the funds. I imagine this may have been frustrating and a little embarrassing for this guest, as our team stated it was another member of her party that had to provide the new card, and they were continuing to escalate the situation and become aggressive and loud in the lobby. The guest was charged for all appropriate charges relating to her stay and was not double charged, and while she asks for resolution or discount, we do not feel her misunderstanding and aggressive response to our team justifies compensation when our team was merely trying to collect payment for services rendered to her. She should have any further evidence that we falsely advertised a service, or that she was charged incorrectly, we would be more than happy to review this directly with her. Thank you for your time and we regret this misunderstanding soiled what I believe to have been an overall positive stay with us prior to her check-out. Take care.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our stay at Tranquility Bay was Friday 5/17 - Friday 5/24. Reservation #R29867SE303970. After reviewing our final Invoice, I found that on May 21 there was a charge to the ************** Reference #******* charged to our room for $372.11. We never ate at the ************** and only ate on premise for a lunch thru the ********. I called on 5/31/24 at 8:44am CST to talk to the Manager ****** and was told he was in a meeting, so they put me through to his voicemail. I left him a detailed message and as of Saturday June 1, I still have yet to receive a call. I am requesting a credit to our card for the $372.11. I called on June 1 at 8:49am CST and was told he comes in at 10 and to call back.

  Customer response

  06/04/2024

  I found someone to help me at Tranquility Bay Resort and Tranquility Bay Resort found that it was an error on our account, so they credited my CC the $372.11.

  Please close this case!

   

  Thank You!

   

   

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  During our stay at Tranquility Bay from March 23 to March 29, 2024, we encountered significant issues with the resort's advertised onsite experiences, such as jet ski and paddle boarding, which influenced our decision to book at a higher rate. Contrary to their promotions, these services were rarely available and are outsourced to Turtle Island Adventures, leading to a lack of accountability and unavailability of advertised activities. (**********************************)Specific instances of service failure include a no-show jet ski rental on March 24, despite optimal weather conditions, and a canceled snorkeling trip on March 25, again blamed on weather despite other providers operating normally. This pattern suggests a misleading business practice, where Tranquility Bay benefits from higher pricing without delivering promised services.The beach restaurant worker stationed near the ********** area told me they also do work for nearby "****************" and when they get a big group there, they will simply "pull all their workers from Tranquility Bay". Similarly, for the snorkel trip the same restaurant worker informed us that if they do not get enough customers for snorkling that day, they just cancel in the morning and blame the weather. On both March 24 and 25th, we were able to both jet ski and snorkle via nearby, off site service providers. After the first two bad experiences we stopped attempting to book via Tranquility Bay and had to book our planned events off the site of the resort for the remainder of our stay. Given the substantial impact on our vacation experience and the premium room rate of approximately $1200 per night for a group of six, we are requesting a refund of $1200 for one night's stay as compensation for these grievances. I also feel that Tranquility Bay cannot advertise these services, and then contract thru a provider that does not provide them.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi there,I had unauthorized charges occur at this hotel, on a future reservation that I did not make. No contracts signed, no receipts, nothing. All attempts to resolve this at the hotel level were unsuccessful, in fact their management (******) will no longer take my call. He refused to refund my card on these fraudulent charges. What is worse, is that I have never stayed at this hotel, yet they billed me for the FULL STAY IN ITS ENTIRETY in two separate charges amounting to over $3300 for a bogus future reservation.

*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. ↩