ComplaintsforTropical Breeze Resort

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Conformation number ***** We booked a room on 8/10/2023 for oct 7 to the 14th on their website. My wife then called the next day and upgrade the room as to reviews of how small the rooms were. So she paid more to get a nicer room there was no discount as they seem to state. They charged me in full $3153.99 for a week no discount here at this price. We also were bringing our dog and were told by airline we could buy a seat for our dog. Sunday the 13th she called the airline to see what type of carrier we need for the dog and was told we cant bring a dog unless he is a service dog. Our dog is not a service dog and we were told we could bring him. We cancelled our flight and called the hotel and were told sorry about your luck we don't refund your room because you bought the discounted room. NO we paid ****** more for a non discounted room. We called with in the shady 72 hour refund policy they boast online. This is not a real business they are mobsters and thieves and do not represent ******* in a good way. Our stay is 60 days away we cancelled in the 3 day time period via phone and multiple emails all have been ignored and have never replied. I can understand keeping money if we waited till 2 weeks of stay but 60 days and 3 days after we booked is insane. They told us to just leave dog a home alone really???? They also threaten us that if we dispute with credit card they will cancel our reservation and keep our money??? Is this legal or what?? I own a customer based business and would never treat any customer in this way. I wish my wife would have read all the reviews this seems to be a pattern for this location to the point its criminal. We want a full refund as per our emails and phone calls.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We, a family of four, stayed at this hotel 04/23/23 - 04/24/23 (one night). Paid $251.1. A/C blows directly on one of the kid's bed (seen on photo) with no way to close the grate or change direction of the air flow.2. A/C temperature sensor does not recognize air temperature in the room. At night it could show 71 degree and it was hot. 71 degree is chilly even with clothes.3. A/C does not kick on to keep the temperature you set to keep. Let's say you set 72, it shows 73 in the room for long time and it does not blow.And now the worst part.4. After suffering and wasting time with not working A/C at about 12 AM I call the hotel's customer service to check how to make the A/C keeping the temperature we set, and the guy on the phone with clearly annoyed voice begins blaming me that the A/C has stopped working and went to safe mode because I was "playing" with it. He didn't realize that if someone is "playing" with A/C at midnight and then calls customer service is because something is not functioning correctly, not because the person has a hobby of playing with A/C at night. And then he began to threaten me that he might come and move ** to another room. He didn't offer that as a resolution, he exactly threaten me in annoyed and rude form like " do you want me to come and move you to another room, I can do that".

  Business response

  05/11/2023

  Our smart thermostats have the capability to track the settings, current temperature, and humidity in the room, which showed constant movement in the desired temperature throughout the night which was set directly on the thermostat. This thermostat was installed less than two months ago and we have had no other guest complain about the unit or the temperature.  We offered to move the guest to another room to better suit their needs and provide them with a comfortable stay even if that meant offering a new unit in the middle of the night; this was a solution to their issue, not a threat.  Additionally, the grate mentioned in the guest's complaint is an air intake, not a vent, and does not blow air, nor does it open or close.  If the A/C was not working as stated in bullet point Number 4, how is the air blowing on a "kid's bed" from an intake in bullet point Number 1?  After inspection of the unit from our maintenance team, we have found no issues with the functionality of the thermostat, HVAC system, or the directions on how to operate the system in our information provided beside the thermostat of question.  

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