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:10/21/2024

  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 am writing to you regarding an incident that occurred during Hurricane ******. My husband, myself, my 7 month old and our dog and cat evacuated to the Kompose Hotel in Sarasota on October 8, 2024. My husband booked our hotel on October 5 on *******. Our credit card was automatically charged on October 5 for $534.57. On October 8, 2024 we arrived at the hotel at 3:30pm and our room was not ready until 4pm. We were charged an early check-in fee even though we were not able to go to our room until 4pm. Later that evening we asked a hotel employee if they had a generator and they told us that their electrical was connected to the airport and that we wouldnt need to worry about losing power. As expected, the hotel lost power on October 9 and it did not come back on until October 11 at 5:45am. My husband asked a hotel employee (******) on the 9th if there would be any compensation for our stay since we were told the hotel was connected to the airport and we didnt have to worry about power outage. Airport had power at 6:00am on the 9th. ****** reported that he would charge us $80 for the 9th and 10th. On the invoice we received this is not reflected. It has taken us almost a week to receive an invoice from the hotel despite asking multiple times during our stay. In addition to this stay, I booked two additional stays in the event we werent able to return home. Both stays were booked through the hotels website. Second stay was from the 11th until the 14th and the third stay was from the 14th until the 19th. We checked out late on the 13th as our power returned at home. I canceled our stay from the 14th until the 19th and the hotel has charged us for that stay and they are refusing to refund us. Additionally they charged us pet fees as well as for expresso trays (we never ordered) and breakfast for my 7 month old who drinks formula. Invoice says we were charged $1,700 and our credit card was billed over $2,600.

  Customer Answer

  Date: 11/04/2024

   I wanted to let you know that we have been contacted by Kompose Hotel and they reimbursed us for the stay that we canceled, the pet fees and other charges that we incorrectly charged for. 

  
  

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair 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 Compose Hotel March *****th 2024. Right before checking out of my room, I found a bed bug crawling on the sheets in the bed. I let the staff know and they replied ewwww, weve had a number of other complaints about bed bugs! They are knowingly booking rooms while the hotel is infested with bed bugs. Im going to have to throw away all of my belongings so that I do not bring bed bugs into my house. I contacted their corporate office and asked them to compensate me for my ruined belongings (which totals about $1800) and they wouldn't. All they said they would do is refund me for my stay. Through the entire communication process, they were extremely unprofessional. Their problem quickly became my problem. I'm terrified bed bugs might have made their way into my home because of this. All I am looking for is to be compensated for my ruined belongings since the room I stayed in was infested with bed bugs. I have attached a picture of an actual bed bug found in my bed.

• Initial Complaint

  Date:08/31/2023

  Type:Product 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.

  Reservation #****** I tried cancelling on Monday 8/28. Reason: HURRICANE. I spoke with two individuals Monday morning when I could see that the weather would be dangerous both for the drive up from ************ and the ever-changing conditions effecting a hotel stay in Sarasota. I was told by both individuals that I could not cancel and then hung up on. Today I was sent an email for pre-check in as well as a $1.00 charge to my credit card. I added to the amount paid to date. I worry they will keep charging my card. When I called today the person I spoke with at the hotel said I needed to talk to the manager who would not be in until Friday, I asked their name. This person could not tell me the managers last name. Did not know it?

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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 have multiple (12) $100 deposits with Kompose.On an extended stay from June 30th 2023 to July 6yh 2023 kompose hotel released the deposits each time I made a new reservation and required me to make new deposit.To date I have not received any of the deposits back.I asked Kompose Hotel for the deposit information the regarding these deposits. After weeks of waiting I was given receipts for the deposits but to my dismay, eight of the 12 deposits are incorrect when it comes to the last four digits with debit/credit transaction given. Then I contacted the front desk manager and he told me those are the cards that were used during check in and bid me farewell saying take it up with your bank.Now I have no way of recouping my funds because the incorrect Numbers on the receipts.

• Initial Complaint

  Date:01/12/2023

  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.

  December 2, 2022 I rented event space from Kompose Hotel. I paid $750, I notified them before booking and in email after booking that their website states $600. The gentleman state he was a manager there and that the website is wrong and will be fixed. I checked frequently to see if it was fixed but here we are January 11, 2023 and it wasnt fixed and this gentleman or business never responded to my email. I called January 9th because my event was coming up on the 14th and wanted a credit and resolve other issues stated in the email but this gentleman never returned my call or email. So I called again and left another message to respond or call. Finally on the 11th he called and stated the picture shown is what is the event space and repeated over and over. He stated that if I would have gone in person to book it he would have shown it to me for that price and I asked for the wrong space. The website does that state that the photo above the price is what the event space space is priced. I think he forgot that I spoke to him the day I went and told him the website was incorrect. So I told him its false advertising to post one thing and verbally state another. He refused to take accountability and correct my price and canceled my event for the 14th. Please make others aware of this issue and I hope someone at BBB can have them fix their website. The damage this gentleman and business has caused is priceless. We are left to find a place in two days, move family, catering and event. He offered to refund but that doesnt correct the issue and now that doesnt help the fact that they are false advertising this event space. I have the email and receipt of payment. No contract was signed. They dont have a event coordinator. No book to schedule events. All I was given was a post it and a receipt that I paid and the date of event written. I have a screen shot of the website and my issues I emailed.

  Customer Answer

  Date: 01/27/2023

  Hello,
  Thank you for getting back to me. They have refunded my money but they continue to false advertise. They have not updated their website. They continue to state that the Event space is $600 a full day. There is no break down as to how many rooms , no break down of different prices, no contracts signed at booking to show space or prices, etc.
  
  Thank you again.

  Business Response

  Date: 01/27/2023

  Hello, I’m am sorry to hear that you are confused by the website and felt the need to submit a complaint to the BBB, even after I tried numerous times to explain. But I do understand that you were upset that your reservation was cancelled because of your verbal abuse to the hotel’s General Manager.
  
  I understand that you think that we are falsely advertising our “Event Space”. That couldn’t be further from the truth. On our website if you are interested in booking one of our Meetings or workspaces, there is a tab that you can click.
  
  Once you click that tab “Meetings & Workspace” you are taken to a page that gives you specific information for the rooms that we have available. On that same page you will see a space called “The Event Space” , directly under the picture of the room, it gives you two options. The first option is “ Room info “ that option if selected will give you more info on the specific room and show you a picture of the exact room you could rent. The second option is “Book now“, that option will assist you in setting up a reservation with us if wanted/needed.
  
  No, it does not say specifically how many there are. Because there is only one event space which is listed clearly as “Th Event Space”
  
  There is a contract that is given if requested, we also provide a receipt that shows the rooms was payed for at the time of booking. 

  Customer Answer

  Date: 02/07/2023

  Good Afternoon,
  I do not agree with their site. They are false advertising and providing you
  with false information. No contract was given. I was given a post it note
  with Austin’s information and a receipt of payment. He is very
  unprofessional and continues to lie. I did not verbally abuse him. His
  website has false information as stated and I think they should correct it.
  It’s not fair that people like him continue to do business.
  Thank you,
  ****** *****

  Business Response

  Date: 02/07/2023

  I apologize that you do not agree with our website. We have taken extra time to review are website and considered any changes that might need to be made, ever since your first complaint. We are here to serve the people and will do our best to improve our website for the future. 
  
  We appreciate you taking the time to work with us so we could better the guest experience. We take each stride with pride and stive for a better future for us and our valued guest. 

• Initial Complaint

  Date:07/12/2022

  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.

  Booked balcony room through 3rd party (booking.com). Upon arrival and checking in, front desk did not notify us that the door to balcony was broken nor apologize or offer to make it right. It was only upon entering the room that we saw the broken door sign and realized we would not have use of the balcony our entire stay. We understand issues arise that are out of control, however I've had to fight for a reimbursement / refund of the upcharge for a balcony room for 2 months now. Every single time getting the runaround from every manager. I've spoken to George, Demir, Myra (all managers) as well as multiple employees! Just today I was told, "maybe I'll get around to it today". Booking.com has sent multiple emails to Erica @ komposesarasota as that is the email address the property has on file with booking.com for notifications. It is an AUTHORIZED email address and per booking.com refund confirmation has to be made from that email address. Yet on a conference call with both parties today Demir asked for booking.com to "chat them" the refund request email, which booking.com said multiple times that is not their protocol and they can not/do not do it that way.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/13) */ Guest was honored with one complimentary night from the hotel amount of $95.76. Since guest pre-paid through booking.com Virtual card was refunded for one night. Booking.com is also aware of the refund, however booking.com will need to refund guest credit card. Email was sent to booking.com by the hotel representative to approve refund for one night.