Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I stayed at the Marco Beach Ocean Resort unit 514 from 8/23/24 to 8/25/24 in Marco island. I thought this was a resort based on all information provided when booking the stay. It was confirmed as a hotel and the name stated it was a resort. When I checked in I was told this was not a hotel but a condo. The outside signage also states this is a resort as do the signs, carpeting and rules and information provided upon arrival and throughout the building. The property is in decaying status and we did not have properly working A/C during our stay. During the stay there was no hot water until 8/25 around 10 AM. This was reported and we were told there was nothing to be done as the entire building shared a boiler. This is extremely deceiving to consumers as nowhere is it disclosed that you are renting a condo and will not be staying at a hotel. The amount paid was $1,334.66. The property is managed by a third party. They indicated this was a hotel at one point but this had not been a hotel for a number of years. I felt cheated and would not want this to happen to anyone else. They appeared to laugh at any comments and dismiss them when they were reported during my stay. Later I e-mailed the company on 8/26 and no answer was provided. I feel that misleading people in this way must stop. I felt swindled.

  Business response

  08/27/2024

  Dear Better Business Bureau,

  
  Please be aware that ************************* did not and has never rented from our agency. Additionally, Marco Island Vacation Properties does not represent Marco Beach Ocean Resort Unit 514. It seems that ************************* has posted this review for the wrong rental agency. Our website clearly shows that we represent Marco Beach Ocean Resort Unit 712 and Unit 905. If you request a copy of her rental agreement, you will see that it does not originate from our agency.
  Please let me know if you have any additional questions or concerns. 

  
  Sincerely,

   

  **********************;

  Customer response

  08/27/2024

  Attached is the reservation confirmation received.  There is no additional agreement provided.

  Business response

  08/28/2024

  Hello
  
  First off there is no one at our company named *************************.  Can you please tell me where this name came from.  The name of our company is Marco Beach Ocean Suites (Suites being the key word).  ****************** rented a unit directly on our website, www.marcobeachoceansuites.com  No where on our website does it advertise Marco Beach Ocean Resort. 
  Our company manages individual condo style suites inside the Marco Beach Ocean Resort.  We are solely responsible for the inside of the units only.  We have no control or management over the physical building and public areas. We own and manage 70+ units inside the building. 
  
  In regard to the hot water issue, Unfortunately things happen, this was a building issue, as a unit owner we did do all we could to make sure it was getting fixed
  
  In regard to the *** as far as we know the issue was not made aware to us right away, as soon as it was we got it fixed
  In regard to the weathered chairs and carpet, note has been taken.  The outside terrace is cleaned as people check out.  If there is wind or rain sometimes it does get dirty.
  
  Im trying to include  confirmation email the  customer received when she booked, which clearly states Marco Beach Ocean Suites, not Marco Beach Ocean Resort but your system says the file is too large. I have included her receipt here
  
  
  

*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. ↩