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:08/22/2024

  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 vacationed at Sirata St. **** Beach in ******* November 3-10, 2023. Our room had bedbugs, so they moved us to another room. My wife was bitten and had to go to immediate care for treatment. They paid the medical bills and bought us new luggage, and the manager told us they would refund us the 2 days we were in the first room. They would not come in 2nd room to give us new towels or clean. We have been back and forth with them and Expedia and also the credit card company. The credit card company said the refund was denied. The total amount of refund was $400.29 for the two days in the infested room.

  Business Response

  Date: 08/23/2024

  Called ********************** today, 8/23/24 and left a VM. I also sent an e-mail. After reaching out with Expedia, the refund has been processed on 11/30/24. I suggested a 3-way call to ********************** with his bank to be on the same page. Attached supporting documents.

• Initial Complaint

  Date:08/14/2024

  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.

  Getting billed charges on card after getting receipt from checking out. According to the receptionist I had a balance of ****** to pay at check out. I asked if this was going to be all that is charged to my card and the receptionist assured me that would be it. After a couple days from visiting the resort I had an another charge on my card for *****. I called Sirata and no one could tell me what the charge is for and they cant see it on there end. This is the second time this has happened after staying at Sirata. I need answers what charges are for. Because I didnt approve of them and theres no one that can see it to dispute it. Thanks

  Business Response

  Date: 08/16/2024

  Our General Manager, *********************** spoke with the guest, ******************** and confirmed that the charged of $87.23 on his account was accurate. The receipt was found and emailed to ********************. It was a lunch from our Rum Runner's bar. See attached for the receipt. Thank you.

• Initial Complaint

  Date:02/26/2024

  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.

  I have a booking confirmation with this hotel: 235-8573118 for a hotel room with a check-in date of 02/23/2024 and a check-out date of 02/24/2024. The room was prepaid through Expedia (itinerary number **************) since January 2024.When checking in today, the reception staff told me that they didn't have the reservation (despite having a confirmation number from them) because they had an issue with Expedia.They offered me a room at a higher date to be paid for there despite having a prepaid reservation. The hotel refused to take phone calls from Expedia. This seems to be Modus Operandis done by this hotel to charge higher rates during the high season.

  Business Response

  Date: 02/26/2024

  On Feb 26th, around 210pm, I called and spoke with ****************** regarding his concern. It was explained with ****************** that his reservation was never made along with others because it was denied to the wholesaler by the Sirata to which Wholesaler did not notify the guests. ****************** confirmed he was never charge for the reservation. I apologize to ****************** and informed him if he decides to come back to the Sirata to let me know, I would look into upgrading his room based on availability. Attached is the list of the denied reservation with ********************** name. Please let me know if there's any questions, or need further information.

  Sincerely,

  *********************

  **********************************************

  D: **************

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21336652
  
  I am rejecting this response because it does not address the cause of the complaint. The problem was that we had a booking confirmation from the hotel:

  235-8573118

  and despite the reservation was done through Expedia (Expedia Itinerary 727335128-44224) they:

    a) Refused to solve the problem with the customer, for example, they could have offer to honor the booking rate, since they have rooms available (we were told).

    b) Offered a room at a higher price, ignoring the booked rate.

  Also, I am speaking in plural now, because the hotel representative inadvertently published the name of other colleagues that were involved in this problem. As you can now see, it was not an isolated incident.  Many of the names in the list, are colleagues of mine, and were attending the same conference. 

  It seems like the hotel was willing to cause this major inconvenience to its guests in order to earn a few extra dollars. Some of the people in the list, had to get room as far a *****, since nobody was notified of the problem.

  A satisfactory resolution will be refund me for the extra costs incurred by denying me a room, despite having room available. For example, I had to pay over $60 in UBER fees and pay for a same-day reservation at another hotel. I estimate the extra cost in around $120 (i.e., booking with 30 days in advance vs. booking for the same day), for a total of $180.

  I do nothing with their offer of giving me an upgrade in my next visit as I will never visit that hotel again, neither my colleagues, and we also complained in writing to the conference organizer.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/28/2024

  To whom it may concern,

  The hotel has a contract with ********************** chosen 3rd party company and there's a maximum allotted rooms allowed the reason reservations were denied. We apologize that the 3rd party company didn't inform the guests with denied reservations timely and properly. We've tried to accommodate the guests at the Best Available Rate the property has to offer at the time, however, ****************** did not understand that we do not price match any wholesaler's rate at the Front desk as those reservations have conditions and limitations based on contract. Thank you.

  Kindly,

  *********************

  **************

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21336652
  
  I am rejecting this response because it does not address the issue of all the problems caused. I am just learning by reading this about this policy.

  Also, they keep talking in their lingo (i.e., wholesalers). I dont know what that means and it does not matter.

  I have a booking confirmation from the hotel, not from Expedia (I have a different one from Expedia). Hence, this is why I am filing this claim.

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2024

  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.

  Visited resort on my birthday weekend checking in around 9pm of the 2nd through the 4th that am. I was told I had to pay a ****** room security fee and would receive my ****** back after I check out no more than 5 businesses days. Still havent received anything over two weeks. Called and spoke to a customer service rep after calling for days and they assured me to have someone call. Nobody had called, I cant get anyone hardly on a call and Im down money I was promised back day if check in.

  Business Response

  Date: 02/16/2024

  I called **************** today, Feb 16th @ 950am. **************** used a CashApp. We did a 3-way call with the bank since Sirata no longer have the $190 authorization. We charged $90.40 from the $190 as it is his resort fee for 2 days. The bank confirmed that **************** will have his authorization of $100 release today at 8pm CST. Attached is his Folio.  Should any further information is needed, please reach out to me. Below is my information. 

   

  *********************

  Director of Operations

  **************

  **********************************************

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 booked a room for October *****, 2023. I paid through a third party, Priceline. However, when I tried to pay at registration the desk clerk said my card would not work even though it was the same one I used with Priceline. So, I gave the clerk a different card which he accepted. However, upon check out I found that they had collected money from both cards. So, I was charged twice for the one night. I called the hotel and they told me I would have to fix it with Priceline. I called them and they called me back and said the hotel needed proof of the double payment before they would issue a refund. I sent Priceline the proof, but have not heard anything back. The people in charge at Sirata have to know they received two payments for my one night stay there. I feel this is totaly dishonest. Please help.

  Business Response

  Date: 11/28/2023

  To whom it may concern,
  
  No duplicate payment was posted on ******************** reservation during his stay. Room and tax was paid for online just like what **************** shared, while the amount collected to the property was for the resort fee and parking fee which are not included with his prepaid payment. With that said, I sent an e- mail to **************** to explain the charge as well as credit it at the same time as a gesture of goodwill for the confusion. Prior to the e- mail, I attempted to call **************** via the phone number provided with the complaint but he didn't answer nor have his voicemail set-up. Attached is the copy of the e- mail sent and the folio reflecting the credit that was completed today. Thank you and please let me know if there's any questions. 
  
  Sincerely,
  *********************
  Director of Operations
  **********************************************
  Direct: **************

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 discovered black mold on the ceiling of our room during our stay at the Sirata Beach Resort from 8/16/23 to 8/19/23. We brought the mold to the attention of the manager and demanded to be moved. When we spoke to the manager, she seemed unsurprised about the mold; as though she was already aware of it. The manager was very nonchalant and apathetic. We were moved to a different room, but a "room change" was not an acceptable remedy.After our stay I was able to make contact with the hotel director on August 25, 2023. The director accepted liability on behalf of the hotel with an apology and an agreement to refund one night of our stay. Truthfully, we should be refunded for our entire stay. Again, Black mold is very hazardous to your health and not safe to breathe in. Sirata has black mold present in rooms on their property, we were exposed to this health hazard and we potentially inhaled toxins from the mold for the entire time that we were in that room. What we experienced at Sirata Beach Resort is legitimate grounds for a lawsuit; this is a case of premises liability and health hazard. Instead, we were brushed off with an apology and a refund for one night that we still have not received 20 days after the hotel director claims to have issued it.The hotel director claimed that she could not refund us directly because we paid through Priceline (this has not prevented other hotels from directly refunding a guest). The director claims that she contacted ********* and that Priceline will be responsible for issuing me the refund. Again, it has been 20 days since then and we have not received our refund. We have requested that Sirata simply refund us in the form of a check, because we have waited so long and a refund has not been issued to us from Priceline; as the hotel director has promised. Ultimately, its the responsibility of the hotel to refund us; not Priceline. Due to all that has transpired, a refund for simply "one night" is not an appropriate compensation.

  Business Response

  Date: 09/21/2023

  *******,

   

  Good morning. We apologize for the problems you experienced during your stay and have shared them with our leadership team and implemented corrective action to prevent this from happening to future guests. I have attached the request for the refund that was processed with Expedia. We will continue to follow up with Expedia on you behalf and apologize they have not honored our request to you for the refund.

   

  Sincerely,

   

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 reserved an Oceanfront Room from the Sirata Beach Resort for a stay from 6/23/2023 through 6/25/2023 for my wife's birthday. We have loved the Sirata over the years, including one of our first weekend getaways when we started dating and I even proposed to my wife on the beach there. Due to the room conditions of our upgraded oceanfront room (AC not functioning, and room being in excess of 85 degrees in the evening). We were able to be moved to a room with two double beds and no view. I should mention this was after constantly trying to get a new room for in excess of 6.5 hrs and wasn't able to move our belongings well after 2 am. Upon speaking to ****** the ***** Services Manager for the Sirata - She agreed to a refund of 1 of our nights of our stay as well as waiving resort and parking fees. We did not receive the full refund for 1 night and I have had Expedia reach out to Sirata for approval as of 6/30/2023 with a waiver and have tried to contact ****** again and have not gotten a response.1. Expedia Itinerary: ************** 2. Room fee per night: $257.71 3. Partial Refund Issued: $105.66 4. Amount Still Due: $152.05 5. Amount Due for dropping the ball/Poor ****************** ****************** to Review - but probably a full refund of the rest of my stay or a free weekend of our choosing. I have attached invoices, communication from hotel by their text system, waiver request from Expedia and partial refund email.

  Business Response

  Date: 07/28/2023

  I have reviewed the concerns with the guest and the problems they experienced. We will be sending a complimentary two night certificate as compensation.

  Sincerely,

  ***********************

  General Manager

  Customer Answer

  Date: 07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  4/1/23 we stayed. I arrived on site at 2:15. I was checked in to building ******* view as I selected and paid for. Since the room wasnt ready we went to the beach. I had a missed call about an hour later. I assumed it was to tell me the room was ready. I went into the lobby, it was busy. I got my room and as I was exiting the lobby. I found it was not in building ******* view. Since it was packed I called the number back. The lady on the phone started to tell me they overbooked. I said thats crazy as we have been here waiting on our room that was verified building ************ She didnt realize I was already on property. I chose to spend my money at this resort for the oceanview. I explained I could go to ******************* or *******************. Ultimatley after being on hold for about 12 minutes. They said the manager offered a comp. I agreed and spent an additional $400 while using the properties amenities. I waited until the 5th.I called to enquire how the process for refund worked. The *** on the phone. Read to me, it was noted that a comp was due. She told me this had to go to the *** She said he would call me back that day, no call. I waited a few more days. left another message with the *** no call back. I waited a few more days. the same thing. I sent an email, same thing. I sent another email. and still the same thing. I then found they double charged me for umbrella and chairs. I had to get my CC to dispute. The CC company still has not heard back. Reading the complaints since the new ownership, This seems to be Siratas way of doing buisness. I wonder how many people are in the same boat and just give up. I want nothing less than my refund. I feel I am due more than this as well. I am looking for a response immeditley. I will ask the ** hotels and restraunts division along with FTC to investigate this. With similar complaints on BBB. There is no doubt a pattern. I expect more quality from Columbia Sussex Groups Owner ****************************** and brands. Maybe new GM?

  Business Response

  Date: 05/07/2023

  ********************,

  Good evening. I would like to apologize for the problems you experienced and not receiving the room that you reserved on April 1st. The lack of response from the Sirata is unacceptable as an apology I have contacted Expedia and processed a full refund for room and taxes. You will be receiving an email confirmation from Expedia in **** business days confirming the refund. If for any reason you do not receive the confirmation please reach out to me either by email - ************************* or by phone to my direct line **************. I will also be refunding the resort fee and parking fees you incurred during your stay with our accounting team that will be completed first thing tomorrow morning. I appreciate your patience and apologize for the lack of response to this matter.

   

  Sincerely,

  *********************** - General Manager

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am satisfied with the resolution. I am also pleased that although I was not available.  **** called me on the weekend. That shows me that he really does care.  I understand anything can happen. The difference is how we communicate.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/10/2023

  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.

  March 10th through 13th we stayed at the resort. We booked through Priceline paying $953.31 when we went to check out they had our bill messed up. The 2 men at the front desk worked on it for several minutes printing several receipts giving me the 2 attached receipts telling me the extra charges had been credited. When I received my credit card bill they had added 2 unauthorized charges for $851.85 and $622.65. I have made 4 calls to the resort leaving message with no return calls. The last person I spoke to was *******, she told me she couldn't help and transferred me again to VM. I left a very detailed message hoping to see a credit appear on my card but no luck. I would just like the extra charges reversed. They can can call me anytime ************. Thank you for the help.

  Business Response

  Date: 04/10/2023

  ************,

   

  My apologies for the incorrect billing and the lack of response from the team at the Sirata. It appears you were incorrectly charged the $851.85 and that has been credited back to your **** card ending in #****. If you have any other concerns please let me know. I have attached the folio showing the amount credited back to your card. We appreciate you bringing this to our attention and apologize for the incorrect billing mistake.

   

  Sincerely,

   

  *********************** - General Manager

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19914351
  
  I am rejecting this response because: only half of the charges were addressed. There is a 2nd charge for ****** page 3 that is on my card. When I was checking out the gentleman acknowledged these charges would be removed because I paid through priceline. I don't recall the names of the men but the one who messed it up mentioned he was a teacher  and only worked there part time. There was also another gentleman there helping him. They made several changes until finally telling me everything was fixed and giving me the attached receipts. Give me a call ************ and I can give more details if needed.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/01/2023

  Attached are the March and April credit card complete statements requested. Please note in March my credit card company did give me provisional credit for the amounts but reversed the provisional credit in April telling me that since I did stay there I needed to work with the resort.  I currently have an appeal with them to get the 2nd half of the charges reversed since the charges were not authorized but no luck so far.  Sirata did credit half $851.85 of the dispute per the correspondence from them after the initial complaint. The $622.65 is the remaining disputed amount.I did again attempt to reach the resort but no one was available to take my call.
  
  Please have anyone call me if they would like to discuss the charges and issues.

  Thank you again for the help!

  
  Sincerely,
  *********************
  ************

  Customer Answer

  Date: 05/16/2023

  I have not heard back from the Sirata Resort. I've called them multiple times but the people who I get to answer always give me the same story and transfer me to "accounts receivable " voicemail. I've left a couple messages and always ask for someone to call me back but no luck. The only response I have ever received is from the initial complaint but he only addressed the one charge not both when I should not have been charged anything from them.

  See attachments again.

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 the sirata beach resort on 3/1-3/7. When I checked in I was asked for a credit card for incidentals. I knew I would have to pay a resort fee upon check out and if I charged food or drink to my room. I was charged for parking when the resort fee included parking according to the resort fee list. It also included beach loungers of which I also purchased on the beach each day. Im requesting to have my Monies returned for parking. At no time was I told that it would be a separate charge. I have called for over a month spoke with a reservation specialist not in the sirata beach property and he claimed he could not help me. I have emailed and called almost everyday with no return call. I have a copy of recipe at check out and the list of resort items included in the fee if needed for verification.

  Business Response

  Date: 04/06/2023

  *****,

   

  Good evening. I want to apologize to you that no one has answered your calls or provided you resolution. We are crediting this back to your card today. Please reach out to me if you do not see the credit. We will be crediting the parking fee and taxes for the 7 night stay.

   

  Sincerely,

   

  ***********************

   

  Customer Answer

  Date: 04/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******