Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/24 I checked into the hotel and that night, while I was sleeping, I was woken up at 1 am by an insect crawling on my face. Subsequently, I discovered a black bug on my pillow, and one on my bed, as I jumped out of the bed in panic I also observed a welt- bite on my right cheek (which I showed the gentleman in the lobby) and back. As an individual with a severe anxiety , this incident made me physically sick- which the staff member can bear witness to my shaken state, literally gagging holding in the urge to vomit while trying to find a solution at 1am in the hotel lobby with the staff member.I ran to the front desk, the staff member on duty was unable to help find a solution at that moment indicating that theyre sold out of rooms and advised me to address the matter with the general manager the next day. They were also sold out with no other room options. .Given the unsanitary conditions and my inability to stay in the infested room, I had to spend the night in my car in an unsecured parking lot with my daughter, who also experiences severe anxiety and OCD.I understand that the hotel has a policy against refunds, but I believe the circumstances surrounding my ordeal requires an exception. I have not only endured this gross and sickening experience along with getting physically ill and triggering a panic attack with my anxiety but also had to prioritize my daughter's well-being.The gravity of this situation is such that I find it unjust to be penalized financially for an issue that is unequivocally the responsibility of the hotel. I was left with no alternative but to vacate the premises for the sake of my and my daughters health and safety. The next morning I had to drive 40 minutes south to find an available room which I had to pay out of pocket. I am requesting a full refund and being denied. I believe that under these extraordinary circumstances, it is only fair and just to acknowledge the hotel's accountability for this horrific experience.

  Business Response

  Date: 12/24/2023

  Hello, alternative options were provided but unfortunately not taken. The guest booked a non refundable reservation therefore we have no way of refunding any unused nights. Upon room inspection, no evidence of complaint was found.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20916785
  
  I am rejecting this response because:
  
  i spoke with **** and there was NO SOLUTION at 2am as they indicated that there were no rooms as they were sold out therefore was told by staff that the manager ******************* can approve refund but will fight not to as they dont like giving refunds and therefore am also sending the email indication from **** himself saying there were no rooms upon the incident and there was no room offered until the following day when I had already slept in my car and had no other option left but to book a place elsewhere to avoid having to stay in my car with my child for the duration of the time there. **** should be ashamed of himself with how foul they are with their practices. Their own staff at hotel was advocating for us. 
  but **** had not responded until the following mid morning. Please see the time stamped emails and pictures taken of evidence he claims there is non of. Also he has his 2-3am staff member who is also a witness and was also nice enough trying to help me find another room at a nearby hotel. 
  
  I submitted pictures of the insects as well time stamped. I can send them as well if needed again. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Oceanside Hotel in ***** from ***** until *****.We noticed on ***** that there was small amount of ants around the room which we were not alarmed about initially until we woke up late on ***** and had a trail of them coming from the rooms fire alarm down the wall into the entire room. We had been away nearly the entire day for a wedding. They had gotten into our clothes, sheets and everything!We immediately recorded the video and went to the front the desk. Given that there was no manager on duty the person working only offered me the manager direct email and then to move rooms. Given that we had to check out in a few hours on ***** we just packed up, emailed the manager and left because Im moving rooms would not remove this infestation. The manger was emailed 10/20 Hello, I have attached the video of what we dealt with in our room this weekend. Room **** I have been bit up, and now my things are completely covered in whatever bugs these are and this is truly unacceptable. I will be awaiting a reply as your front desk staff has no help but to change my room but we are instead checking out. I would like a refund at the very minimum and will have to get my things professionally cleaned! This is truly a poor experience And he did not reply. I emailed again on 10/30 stating I would pursue additional recourse given no response and he not only ignored my request but was rude and I felt only replying because I ccd the booking email as well. This managers reply and name: ******************* I also have a video of the ants in the room Please help me with this

  Business Response

  Date: 09/08/2023

  Hello, Our front desk immediately offered a room change once this issue was brought to our attention. Being that this was brought to our attention a few hours prior to checkout time and our attempt to offer assistance was denied, unfortunately, no refunds will be issued for the reservation. In my emails to ******, she mentioned she had to get her clothes 'professionally' washed. I asked for the receipt to reimburse for any inconvenience but my emails were never responded to. Our attempts at solving this issue were ignored even though I was willing to assist. 

  Upon entering the room, our housekeeping team found items left out that are known to attract ants. I also contacted our exterminator in regards to this issue and no evidence of ants were present at time of inspection the same day. Attached to this is a copy of that report. 

   

   

  Customer Answer

  Date: 09/08/2023

  Hello, please see the attached video that I took while in the room and this is what I showed the front desk staff. There is no way this amount of ants would have been brought in by us or would have been attracted had they not been already present. We had a small bag of popcorn and I believe some french fries from the wedding are you telling me that this video is acceptable?  And that the small bag of popcorn that I brought into my room is the reason that all of these ants were there? If you look at some of their current reviews, it is not just me complaining about this infestation, but a number of people.

  The manager did not reply to me for 10 days, and was rude when he did so. He only reply when I advised I would escalate. 

  Customer Answer

  Date: 09/14/2023

  Hello, 

  My apologies as I was noticing I had no update but my dates were also incorrect. 
  

  this was oversight on my end **** to 8-20

  Customer Answer

  Date: 09/14/2023

  Hello, 

  My apologies as I was noticing I had no update but my dates were also incorrect. 
  

  this was oversight on my end **** to 8-20

  Business Response

  Date: 09/28/2023

  Unfortunately we were never given the opportunity to solve the issue brought to our attention as this guest was unwilling to accept any assistance. 

• Initial Complaint

  Date:06/12/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at Oceanside ***** March *****, 2023. I was charged $267.50 addition fee for smoking in the room (3/19/23) I disputed with my bank because I'm a non-smoker and have never smoked a day in my life. On 6/9/23 Oceanside submitted the smoking policy to my bank and the contract that I signed at checkin so they charged my account. Of course I signed the documentation, I don't smoke so I knew there would be no issue. I've tried reaching out the Oceanside and their GM and have gotten nowhere. Any help in this matter would be greatly appreciated.

  Customer Answer

  Date: 06/13/2023

  Attached is the letter stating that my account was debited. ********************** provided the contact with smoking policy that I signed at check-in. Of course I signed the contract I don't smoke and never have a day in my life.  

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel is a ripoff, as the hotel charges a $100 deposit per night and the hotel tells you only after booking the room about a $100 per night deposit and that it can take up to 30 business days to get the extra laundered monies refunded back to your credit/banking card--barring any damages left behind in the room. I was already charged a nonrefundable $295 charge for a two day stay, and upon arrival to the hotel I will be charged an additional $200 deposit. This makes my trip cost $495. Having to wait 30 business days just to get a deposit back is downright pathetic, and I am ****** off!!!!!! I could understand a single room deposit of $100 but charging a $100 deposit per night is highway robbery and it's overkill. They fail to tell customers that they will absolutely NOT host your car, meaning that there is absolutely NO FREE PARKING anywhere around the building's premise--no parking lot. You have to either pay $20 or $40 extra for every "2 hours" for limited parking around the building's premise, meaning if you're staying for 2 days or 48 hours you would then have to pay a minimum of $20 X 24 Hours = $480 extra on top of the hijacked deposit and the original cost of your stay. Although the hotel advertises its address as **********************************************************************, the front desk is located at ******************************************************************--a completely different address and zip code. This is not reasonable customer service and you should not be told your money is nonrefundable after you arrive and see what you paid for. I am beyond PISSED!!!! I want my so-called non-refundable money back!!!! They are about to be sued.

  Business Response

  Date: 06/28/2023

  All of the complaints mentioned are noted prior to finalizing any reservation. The hotel is not at fault for those unwilling to read fine print prior to booking a reservation. The temporary authorization hold has been reversed. Its up to the bank to provide more information as to when the funds should be available. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20138870
  
  I am rejecting this response because: The card used during the transaction will no longer be active as of 6/29/23, and any funds would be sent back to the original sender. Your business has taken an excessive amount of time to show respect to your client's valid concerns about requesting a charge reversal on the trip to your establishment. Your fine print doesn't indicate that your establishment may be unsanitary or has no parking available. After reading the ****** reviews, any client should have the right to cancel any pending/unused reservation and receive a full refund if he or she should feel uncomfortable bringing his or her family into such an environment. 

  Any refund should be mailed in a check form, as the card used during the transaction will no longer be valid as of 6/29/23. This event occurred at the end of May of 2023, and still hasn't been resolved as of the end of June 2023. This is not good business. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/17/2023

  All of our hotel policies are mentioned prior to finalizing any reservation. It is noted that we require $100/night ($500 max) ************* per stay. This amount is reversed upon departure after room inspection is complete. Also mentioned is the parking situation. I am not sure where $20 an hour is coming from. The parking is $2/hour or $34/day. No where does it mention parking is included or available on-site. Our record shows you didn't even check-into your reservation therefore we have no ************* to reverse. In addition, the reservation that was reserved was done via third party. No payment was taken directly at the hotel. Please be sure to read our policies prior to booking as everything noted in your original concern could have been avoided! 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20138870
  
  I am rejecting this response because: According to your ****** reviews from many other unsatisfied customers, your business has practiced this scam many times beforehand and has gotten away with it. Your ****** responses to the many negative reviews have been condescending and rather scathing to your paying clientele. Rather than providing a one-time courtesy funds reversal and perhaps advising that future bookings at the location would no longer be optional, your business chooses to disrespect my intelligence with scathing remarks. What will satisfy this complaint is a full reversal of the funds paid to your establishment, and no further requirement to escalate to attorneys or the media will be necessary. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Hotel did not release my security deposit. They stole my 100$ deposit, I left the room in perfect condition they are just thieves, if you read the ****** reviews you can see there are hundreds of others this has happened too. Not only this but they are liars, my hotel room was disgustingly run-down. Roaches in the bathroom and pubic hairs in the bathroom from the previous guests.

  Customer Answer

  Date: 12/21/2022

  Added

  Business Response

  Date: 12/21/2022

  Good Evening, 

  our mandatory authorization of $100 (per night up to $500) was released upon checkout. Please keep in mind that this may take up to four weeks depending on your bank and if you used a credit or debit card for the transaction. We do want to apologize that the experience was less than excellent. However, our rooms reflect what is shown online but may have a different layout depending on where exactly youre located within our art deco building. Our rooms are throughly cleaned and inspected prior to being rented so Im not sure what went on being that you found hairs in the shower. I will be more than happy to check with our department of reservations as theyd be the ones to offer any type of compensation for the issues mentioned. 

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* and myself along with one other guest recently stayed at Oceanside Hotel and Suites from July 20, 2022-July 25, 2022. After a horrible experience with the property and the staff, I would like to report Oceanside Hotel and Suites I checked into Oceanside Hotel and Suites on July 20th and for the entirety of my 5 day stay, housekeeping did not clean our room once. They did not sweep or mop the floors, clean our shower, or change our bed sheets. On the fourth day of our visit, July 24th, myself and the guest I was staying with found a bed bug on our towel and a ***** in the shower. Furthermore, the room was absolutely filthy. We found dirt and other trash from past guests in the room and continued to find multiple bugs both dead and alive throughout the room. W immediately let front desk staff ***** know of our issues. She assured us that we would move rooms and she would send housekeeping up. Additionally, I asked to speak to the manager about this matter. ***** informed me that the manager was gone and that she would relay the message and have him give me a call on Sunday, July 24th. I never received a call from the manager and went back to the front desk later that day to again, express my concerns. At this time another staff was at the desk and completely unaware of our situation. She informed us that she could not give us a new room due to the hotel being full. We had no choice but to sleep in the same dirty room we discovered the bed bugs. Finally on July 25th when it was time to check out, we again spoke to another staff who did not take our concerns seriously. He told us to find the hotel manager, ******************* ourselves. After tracking down **************, he was not helpful at all and made the situation worse. He was extremely defensive and showed extremely poor customer service. He argued with us, threatened to not give us a refund if we filed a complaint, and was overall extremely rude.

  Business Response

  Date: 08/03/2022

  To whom it may concern: ************** checked into our hotel on July 20 with ************************* Nicely for five nights and did not bring any issues to our attention until her fourth day. Housekeeping services are only provided if the *** (Do Not Disturb) sign is removed from the door during housekeeping hours 9am-5pm. Unfortunately, for ************** ***********************, she did not have this removed nor did she specifically request housekeeping services throughout the duration of her five day stay. To respect the privacy of our guests we will not enter if the sign is displayed. Each room is throughly cleaned and then inspected prior to arrival to ensure the guests are given rooms in excellent condition. Our bed mattresses are encased with a zippered protector encasement to avoid such bugs from being within. Upon room inspection after checkout, ************** *********************** had windows open, trash laying all over the room and the conditions from this guest were overall unkept. Upon speaking with ************** ***********************, she became very defensive and demanding after being asked questions in regards to her claim. After reading notes from our reception, she denied a room change and would not allow our maintenance team in the room to check any reported issues on her last day. Since her departure, we did have our exterminator come check the room and he found no visible evidence in regards to the claims from ************** ***********************. 

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17662955
  
  I am rejecting this response because:

  From a hotel manager, this is an absolutely unacceptable response to a customer complaint. Let me first point out that it is extremely unprofessional and unethical to falsify information for the sake of the property's reputation. The first lie I caught was that myself and my guest used our Do not Disturb (DND), signaling housekeeping to NOT come in. This is completely false and if noted somewhere that my room was not cleaned for the reason of using a DND sign, then I'd like to ask ************** to please provide that report to support the argument.
  
  Next, ************** noted the "Zippered protector encasement to avoid such bugs from being within," and then proceeded to talk about how "unkept" the room was and how defensive I was after you questioned me about my issues I reported. First, I see no relation between the argument that you use zippered protector encasement and the conditions of my room after checkout. ************** reported that my windows were left open and there was trash laying everywhere. In response to your comment about the windows- hotel windows don't open. In response to your claim that trash was laying around, I reported this to the front desk and have also provided pictures of the trash I found from past guests. I assume that if housekeeping cleaned the floors like they are supposed to, there wouldn't be any trash. All in all, how "unkept" the room was does not diminish or dismiss the fact that I found multiple bugs both dead and alive in my room. If how untidy our room was was truly a concern, I would not have received my security deposit back.
  
  Let me also note that after reporting it immediately, I did provide multiple photos of bugs both dead and alive in my room to the front desk staff and to **************; so, the argument that there just aren't any bugs is invalid because there are photos to prove otherwise. It seems I'm not the only guest who has had this issue either. After reviewing TripAdvisor, I found multiple reviews with upset individuals who had the same issues as me. All reviews, starting as early as July 2022 which are attached in my response, included photos of roaches and had comments about how nothing was done about it, the staff provided terrible customer service, and no alternate options were offered.  Finding bugs and the filth in the closet and under the beds should be an automatic refund and apology on behalf of the hotel. I have received neither and I am very disappointed that after voicing my concerns I have been met with nothing but problems. 
  
  Finally, ************** claims that I denied housekeeping, I denied maintenance, and I denied a room change. I am the one who initially requested housekeeping, maintenance was not a service offered to me by any staff, and I was denied a room change due to lack available rooms. Please provide the report you mentioned that states I refused housekeeping, I refused maintenance, and I refused a room change. I would also like a report from the exterminator who inspected the room who can confirm no bugs were found throughout the hotel. All things considered, the situation and how it was handled has been awful. I am deeply unsatisfied with my stay and my interactions with ************** and his staff. I have never had such an awful stay on vacation and have never experienced staff so unwilling to help. If as a paying customer my needs cannot be met and my request for a refund cannot be satisfied, then I would be happy to file a report with the *****-**** ***************** and take legal action although I hope we can resolve this issue before it escalates further. 
  
  Sincerely,
  
  *************************