ComplaintsforCasey Key Resort LLC

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room at Casey Key on March 31st, when I paid the initial $192.96 for the garden view room through booking.con. I filed a complaint with the manager during my stay. Not only was there mold in the room and on the remote control papers, but there was also stains covering the chair in my room - which look pretty horrid to me. Clearly human fluids here. To add to it, the toilet seat was broken and covered in f**** After complaining to the manager on site, he agreed to refund half the price of the room to my account. A week later, I am charged two ADDITIONAL fees for $96.48 and $153.52. When I called customer service, I was told that the manager added the fees but given no explanation.

  

  Business response

  04/14/2023

  I wanted to inform you that this guest, ****************************, has the wrong property.  We are located at 317 Casey ******., *******, **.  I have no reservation for a *************************** in March.  There is another business located in ******, ** calling themselves Casey Key Resort(s).

  Thank you for your time.

  ***********************, Manager
  

  Casey Key Resort, 317 Casey ******., ******* ** 34275
  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 18, 2021, we booked a four night stay at Casey Key Resort for the first week of August . After driving twelve hours from Tennessee, we were disheartened to learn that Red Tide had contaminated the water/beach. The manager failed to warn us prior to our arrival. After approaching the manager and asking about Red Tide, he acted as though he did not know what we were talking about. After penalizing US one night stay, e rescheduled for October. Here we are again, and the beach is contaminated with Red Tide. No, the weather/water conditions are not Casey Key's fault, but to completely take our money is unacceptable. Policy or not, the honorable and right thing to do would be to refund part of our money. Instead they are steeling all of our money and not giving us anything in return. That is shady and dishonest business practice.

  

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/23) */ Contact Name and Title: Cheryl W. Contact Phone: 941-488-6210 Contact Email: *********************** We love our guests and we do try to work with everyone as reasonably possible while adhering to company policy. A Guest reserves lodging with us and prepays at time of booking, and based on our clear, common and lawful policy to provide that lodging the guest prepaid for, we commit to keeping that lodging available for the guest as scheduled. That policy is agreed to by the guest at time of booking which includes prepayment and both parties are under contract to do their part. The first booking of August 2, 2021 through August 6, 2021, the ********'s checked in and decided to leave due to red tide. They were charged a 1-night cancellation fee and were given credit for the remainder 3 nights to be used up until the end of the year, December 31, 2021. We honored their request to reschedule for October 15, 2021 through October 18, 2021. On October 14th, the day prior to check in, the ********s called to cancel their reservation due to red tide and demanded a refund for their unused nights. Our policy is well posted at time of booking and the common business model and practice of pre-paid bookings provides no refunds if the booking is within 30 days of the cancellation. They were charged a 1-night cancellation fee and were given credit for the remainder 2 nights to be used up until the end of the year, December 31, 2021. We feel we have been fair with our offer of credit, so for them to say they are getting nothing in return is simply not true. As noted above, we do try to work with all guests as much as possible while adhering to company policy. The entire Gulf of Mexico shore, vastly beautiful in its nature, deals with weekly and daily weather changes from tropical storms to hurricanes as well as beautifully calm beach experiences, constantly, including red tide which can be a spontaneous occurrence similar to adverse weather conditions. Additionally, different people experience red tide in various ways, some harsh, some not so harshly. PAYMENT POLICY: Full payment will be processed at the time of reservation. We accept Visa, Mastercard and Amex. A 5% resort fee is added to all payments processed. CANCELLATION POLICY: Upon reservation, a full payment is processed to confirm booking. All reservations will fall under our 90 Day Cancellation Policy: Any reservation booked for an arrival date of Dec 15 - May 31 that wishes to cancel 90 days prior to arrival or less will receive no refund. If cancelled outside the 90 days, then guest can receive full refund. Within 90 days of the arrival date, guest must provide documentation of covid or an emergency situation to receive a reschedule credit. This reschedule will be available to use until Dec 31, 2021 after which time the funds are forfeit. The rest of the year (June 1 - Dec 14) will have a 30-day cancellation policy. Holidays: All holidays fall under the 90-day cancellation policy. The guest signed the contract that they understand and agree with stated policy. Additional Information: Florida law does not require an establishment to refund money paid toward a reservation, unless the establishment is overbooked and unable to provide accommodations. Refunds of deposits and pre-paid reservations are subject to the terms you agreed to at the time of the reservation. A reservation is a contract and, once you have committed to the reservation, you will be subject to all its terms and conditions. It is your responsibility to know what these terms and conditions are before you commit to them, especially provisions regarding cancellations, late arrivals, and early checkouts. Reference: http://myfloridalicense.custhelp.com/app/answers/detail/a_id/1945/ /can-a-lodging-establishment-refuse-to-refund-a-deposit-or-prepaid-reservation Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a cowardly and unprofessional response to our complaint. It is not our fault that red tide occurs, yet we are the ones penalized. It is not as though it rained, but water conditions posed a health risk. My husband has had major abdominal surgery and it would be foolish to get in water that could exacerbate his health situation. I am willing to provide documentation of his surgery. Each cancellation should be dealt with on an individual basis. We are NOT at fault, not should be penalized for unhealthy water conditions. It is unprofessional to hide behind a generic cancellation policy. There ARE extenuating circumstances, and any business that has an ounce of ethics should be able to determine that we are in fact due a refund. We do not accept the response from Casey Key management. They have been snarky and unprofessional during this entire ordeal. The bottom line is they have stolen over nine-hundred dollars from us. We want a refund for the remaining three nights. It was ridiculous that we had one night taken away after driving for twelve hours during our August visit. This is an unacceptable response. Business Response /* (4000, 11, 2021/11/13) */ Casey Key Resort follows and enforces a strict cancelation policy for all guests. Mr. and Mrs. ******** said they have been coming here for the past few years, our policies remain the same and have not changed, we do not give refunds to cancelations made 1 day prior to check-in date. They have 2 nights credit with our resort they can use up until the end of the year. Consumer Response /* (3000, 13, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We want a refund, not two nights. This is unacceptable.

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