• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We stayed at the TradeWinds Resort from 04/25-04/29. We booked this resort based on the amenities advertised on their website. They advertised access to the Rum Fish resort- which includes a fish touch tank, aquarium, beach side amenities , pool, and restaurants to name a few.Upon getting to the resort and for the entire stay access to the Rum Fish resort- which includes a fish touch tank, aquarium, beach side amenities , pool, and restaurants was completely blocked off from guests. They rented over 50% of their resort to a private guest. TradeWinds advertised many many amenities and did not give any guests access to them. They did not tell guests ahead of time that more than 50% of the resort would be closed to guests. They took over $650 a night from guests and then did not offer another near what they advertised. Completed false advertising and rip off.

  Business response

  05/24/2024

  Good Afternoon- 

  I cannot seem to find any guest record under this name? 

  Having said this, we did have a large group do a complete buy out of the entire RumFish Beach Resort. Once that contract was signed, we did notify guests that booked that RumFish Resort would be exclusive for the group. We also wanted to be very thoughtful related to what impact this would have to our guests. In the end, we adjusted many key items so guests of Island Grand would not feel there were missing amenities. Examples of what we adjusted include:

  -moved the Zip line to Island Grand

  -moved the Surf ride to Island Grand

  -moved Smore's/fire pit to Island Grand

  -relocated all RumFish activities to Island Grand 

  -offered alternative fitness access/programs at Island Grand

  -added restaurant options/hours at Island Grand 

  In the end, the only items guets could not participate in that they normally would include: using Rumfish pools (we have several options at Island Grand), using RumFish F&B outlets (again, fortunately offer serveral at Island Grand), RumFish Grill fish tank viewing was obviously not available nor was access to that gift shop. Everything else was in place or adjusted to Island Grand. 

  Regardless of the items adjusted, we do realize this is still not an ideal situation and it could have impacted some overall stays. For this we apologize and hope we can do something to make up for this concern. 

  If we can confirm the guest name on the registraion, I'd be happy to look into this further. In the meantime, hope this explanation clarifies some the background. 

   

  Thank you.

   

  Customer response

  05/31/2024

  The booking was done under my husband.

  ***********************;

  Confirmation code R12FF9. 

   

  I have attached some photos that show the booking. There was zero correspondence from the Hotel that one half of the resort would be closed to guests. 

  
  

  Also the amenities listed below were only offered on random days. There was not an abundance of amenities consistently during our stay. There was zero additional dining options- only 2 restaurants available. The guests from the closed resort also utilized the little amenities- in which over crowded the resort and created long lines for what was left. 

  An example of this over-crowding would be the 3 pools available which were packed with both resort guests, filled with hair, band-aids, & food. There wasnt any staff in attendance. 

  
  

  I am not looking for a full refund. But this was a very expensive trip ( in our budget) and this four star resort advertised something that was absolutely not what was presented. There was zero communication in advance about the limited availability or accommodations. Guest were repeatedly turned away by a security team after walking to the Rum Fish. No one even mentioned it at check in. I am looking for a 50% refund because 50% was available. 

  
  

  I am sending a demand letter pursuant to 

  Title XXXIII - Regulation of ***************************** and Solicitations

  Chapter 501 - Consumer Protection
  Part VI - Unfair or Deceptive Acts or Practices

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed at the Tradewinds 5/9-5/12 as a quick getaway as I am an ER nurse and my partner is in engineering school and we dont have much free time. We have been coming to Tradewinds for over 15 years and have had nothing but phenomenal service. Upon checking in we were forced to go over to another desk to get our wrist bands where they ******** pitched this 2 hour timeshare presentation stating it would be 2 hours, low pressure, and at the end you get a gift cared and 7 nights free in a condo in this long list of locations hassle free. Normally I would not trust such a thing but I have never been scammed by the Tradewinds. So we did it, even though we were hesitant to give up part of our 3 day vacation especially since the amenities we paid an extra 55$ for were open during this time. Not only was the presentation 4 and a half hours long, forcing you to take a property tour and sit in 6 different rooms, but they do not take no for an answer. We explained our financial situation multiple times while getting grilled through personal questions we were not comfortable with and they forced us to look through mulitple different budget options. I mutiple times said things "We have been here for 3 hours now of our trip I would like to leave" but they refused to return our ID's they required we give up upon entering. When I stated we were told it would be low pressure and only 2 hours the individuals selling to us (I am willing to provide names to property manager) laughed and said of course they did that is what marketing has to do. The whole thing was very uncomfortable and in total wasted 5 hours of one of our 3 days. I am shocked a place with as good of a reputation as the Tradewinds is allowing this scam to be pushed on their customers. The 7 weeks in a free condo is a scam from gocrv.com easy to look it up online and see it is a scam.

  Business response

  05/24/2024

  Good Afternoon- 

   

  Thank you for sharing this feedback with us. Bluegreen Vacations is our vacation ownership partner onsite. I'm sorry to hear the experience was not well received. I have made the ** team aware so we can adjust as needed. Please accept our sincerest apologies for the inconvenience here. As a token of our goodwill, I'd be happy to adjust off your first night to make up for the lost time. Would this be satisfactory to you? 

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Checked into Island Grand Resort January 10, **** (for a 2 night stay). When taking a shower that first night, noticed there was no hot water. Contacted front desk around 10p and they said they can send someone up to check on it, but not sure when. I declined as family needed to sleep, and didn't want to be woken up to diagnose. In the morning (1/11/24) around 8a I called the front desk again to have them send someone out to look into the hot water issue. They sent at least 3 people out to our room; discovered there was a part broken in the shower. They proceeded to try fixing this issue while my wife and 3 kids were in the room making them very uncomfortable. Housekeeping came by in the middle of this work and just dropped towels off in the room. There was no attempt to move us while our room needed this work done. There was banging and at one point they broke the main line and water was shooting everywhere; I talked to staff at the front desk about this, and told them because of how uncomfortable we were, I just wanted to end our stay early (after 1 night). I was ensured by the front desk staff (who spoke with their manager) that I would not be charged for the second night, but discovered a few days later that was not the case. I was charged the cost for the second night for leaving early, when I was told by the staff I was not going to be charged. We were told we had to check out by 11am,even though the repairmen left the room at ******************************* the bedroom without any use of the bathroom and unable to get dressed and cleaned up. We did manage to pack up and get out by **** by I'm disappointed how there was little care in what we had to go through. They really didn't try to accomodate us and then proceeded to charge us even though they said they won't.

  Business response

  02/06/2024

  Good Morning- 

  On behalf of our entire team, please accept our apologies for the inconveniences noted here. I was able to follow-up with our team and confrim the unfortunate issue with the water main. A pipe broke while they were attempting to resolve the hot water issue. It is my understanding that this was orginally a 2 night stay but you requested to reduce to 1 night. Seems the balance you note may be a result of an authorization hold that is pending. I have asked our Accounting team to release any hold as there is no intention on our end to keep any funds assscoiated with that second night. If i can be of assistance in the future, please don't hesitiate to contact me direct. 

   

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

  Hotel Manager 

   

  Customer response

  02/06/2024

   
  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked in to our room on 6-4-2023. Immediately we notice the carpet was torn in several places and it was filthy between the bed/ nightstand and the wall. It was like this last year. I know because this is the same room we had last year, ****. I also asked for an upper floor when I made the reservation due to the large trees blocking *************** view. I feel like I was ripped off. This room was not worth the price I paid. Same room yet it cost more than last year. I called the manager of the RumFish today and he told me I should call the day before to "remind" them I want an upper floor. Never heard of this and I have stayed there multiple times. I also told him about the carpet-disgusting. He said he can't do anything because we had checked out 4 days ago. I told him I bet the carpet is still torn, he could go look. All I want is a refund for at least the resort fees, which I did not use anyway.

  Business response

  06/14/2023

  Thank you for passing along the comments here. I took the opportunity to research the issue brought to our attention. Guest was able to speak with the RumFish ************ Manager. The main concern was a request for a higher floor. Our policies note that we will take requests, but we are unable to guarantee specific room numbers (only the room type that was booked). In this case, the guest booked a room type that only has (5) units. This obviously limits our ability to honor requests for specific rooms. According to the notes, guest shared with manager that the carpet complaint was made well after the stay. This was never reported to the hotel which did not provide us the opportunity to correct. It is worth noting, that there have been complaints filed during each stay guest as been here all of which have had requests for refunds/adjustments (which were honored). In this case, we are holding to the decision not to provide a refund or adjustment based on the circumstances. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family was visiting me and I decided to treat us to a special weekend at the TradeWinds. There were 3 adults and 3 children. We stayed in a villa in the Hisbiscus Building for 3 nights, 2/17, 2/18, 2/19. I do not refute the fact that the TradeWinds is a beautiful resort. However, at over $700 a night, I expect good service. Not once did housekeeping come to our room. We had to get our own towels, toilet paper, and empty our own garbage. We called and went to the front desk, and were always told they would contact housekeeping Yet no one ever showed up. I have been treated better at a Days Inn. Security could have been better also. There was one evening when a group of people were partying very loudly in the hot tub after 11 pm. I did call the front desk and they sent someone out. I was given a credit of $98 when I checked out. I feel that isnt sufficient for what we had to put up with. This was supposed to be a special treat for my daughter. She has a special needs child, and its been a rough year. We were very disappointed.

  Business response

  03/21/2023

  Tell us why her52984935-71EECe...

  Business response

  03/21/2023

  Apologies, as my initial response failed to send. 

  Wanted to first apologize for the inconvenience this guest experienced related to not receiving daily housekeeping service during their stay. I have my team researching the logs to determine what led to the non-service. Often times we find common reasons such as: guest opted out of service at time of arrival in exchange for incentive, guest had Do Not Disturb on door, guest refused service when attendant went to the room and of course it is possible our team simply made an error. Our team does respond quickly however when made aware of this. As we look into the specifics, I did want to apologize. I see our ************ Manger adjusted $110 off at time of departure. As a goodwill gesture, I am happy to adjust an additional $300. I will make this adjustment to the method of payment on file if acceptable. 

  I again apologize for the inconvenience and look forward to having you return so we can put our best foot forward. 

   

   

   

   

  Customer response

  03/21/2023

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

  Customer response

  04/10/2023

  On 3/21/2023 I received a response to my complaint, and accepted the
  TradeWinds adjustment of $300.  They indicated they would make the
  adjustment to my credit card they have on file.  To date, I have not
  received this adjustment.
  Please advise what my next step would be.
  Thank you.
   Sincerely,
  *****************************

  Business response

  04/21/2023

  Our apologies here. 

   

  The request to my Accounting team was overlooked to apply the additional credit. 

   

  This was applied today (4/21). Apologies again for the delay but we should be all set now. 

   

  Thanks!

  Customer response

  04/24/2023

   
  Complaint: 19492589
  
  I am rejecting this response because:
  They still have not sent the reimbursement to my account.  Their response said it was done on 4/21.  As of 4/24, still no payment. 
  Sincerely,
  
  *****************************

  Customer response

  04/28/2023

   
  I rejected the last response I received because I never received the
  payment they promised.  However, today the $300 finally showed up on my
  account.
  Please consider this complaint now closed.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  According to online a standard room resort fee is 55$ per night. Me and my fiance stayed there for 7 nights. When booking the vacation Travelocity told us we would owe 387.59$ in resort fees upon check in. I was charged ****** and now again 175$ Which equals a total of 553.23$. We did charge a 20$ movie to the room, which means they really only should've charged around 408$. Left a message to accounting but have not heard back. Would like a refund of the difference of 145.65$

  Business response

  09/01/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: ************************************
  As the Director of Guest Satisfaction, please accept my apologies for any misunderstandings you may have had. I have attempted to contact you directly, as there is no reservation under the information provided, without any return correspondence. However, after further review with our accounting department, a search by charges provided the answer. The total charges as posted, were $378.23 as indicated. The other two, which were "authorizations only" were in the amount of $175 and $250 to cover any additional expenses while here. Upon departure, the total of $378.23 was provided in full, and the authorizations were then released. This is typical with all guest using a debit card for charges. If I could be of any further assistance, please contact me directly. Thank you,

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We spent well over the boulevard standard for a room on the strip. We were told upon checking to extend the stay to call on Saturday. When we called they said that they cannot do that. We were yelled at by a server, Mark, for asking for a cup of water. When we discussed it with Tristen, he said he would provide for appropriate accommodations on Sunday. But that was a scam because they never intended on letting us stay. The accommodations promised upon check in were never available. They treated my family and I like garbage and stole an additional 700 dollars that I could of saved by staying at a more respectful location

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ As the Director of Guest Satisfaction for the TradeWinds Island Resorts, please accept my apologies for the concerns you have expressed in this case. After further review, it is very basic that the actual room accommodations provided were the correct room type and rate as provided in your confirmation email. This of course by policy includes the required deposit for the first night upon making the reservation. Upon registration, there is an authorization of balance due, pending with an additional incidental charges while here. Nothing was stolen. Regarding your request to extend the accommodations, it was explained that other rooms were available, simply not the actual room you were in, due to it being blocked for an arriving guest of which could not be moved. Furthermore, the F&B manager who assisted you regarding the service, provided complimentary items at dinner, as well as providing an additional room amenity delivered that night. We take all guest concerns seriously, so as to ensure an overall positive guest experience while here. However, after further review, your request for a refund has been declined. Thank you,

• Initial Complaint

  07/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reserved a two bedroom villa with a resort view for three (3) nights from July 22 - 25, 2022. The email confirmation I received (confirmation # RXXXXXSDXXXXXX), noted that the rate for the two bedroom villa with a resort view was $346.21 for the first two (2) nights and $230.51 for the last night. The total was listed as $1,366.17 and my credit card was charged a deposit of $391.21. When I check in on the 22nd the asked me to confirm the rate that was shown on the machine and sign for it, which was also listed as $346.21 for the first two (2) nights and $230.51 for the last night. They were no mention that my room was being upgraded or that an upgrade charge would be added. They charged me $1,792.76 plus my previous deposit. I should have been charged $974.96 plus my previous deposit. However, after checking out on the 25th I received my final bill via email. The bill listed an upgrade charge of $403 plus additional taxes for all three nights, which totaled $1,366.17. I called the hotel to ask about the charges, but my call was bounced around among offices until someone finally just hung up. After several more attempts at call, I was finally able to speak with the manager on duty who stated the upgrade charge was from me receiving a room upgrade. I explained this was not the case and that I received the room that was noted in my booking confirmation and should not have been charged an upgrade. He said he would transfer me to the person who made the reservation, but once I was transferred someone then just hung up the phone. I followed that call up with several call and an email, but did not receive a response to any of them.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/08/04) */ As the Director of Guest Satisfaction for the TradeWinds Island Resorts, please accept my apologies for any misunderstandings you may have had. I have corresponded directly with an explanation of our review, which included multiple reservation calls with changes, confirmation emails with changes and conversations while here. Each and every time, assistance was provided for making two separate reservations for a standard room each, to that of one single reservation for a two bedroom suite. All information as to cancellation of one standard, and the upgrade from the other standard to a two bedroom is properly documented within the confirmation, as well as reservation call. All total charges are correctly identified. After further review with our reservations managers and Director of Revenue, all charges are correct and no further action will be taken. If I could be of any further assistance, please contact me directly. Thank you, Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not resolved. Doug ******* Director of Guest Satisfaction, emailed me after the BBB contacted him. He provided a response, but it did not address the issue nor did it provide any additional information to indicate that I was notified in writing that I would be charged an upgrade. I responded to his email (attached), but have not received a response from him. I continue to maintain that the hotel never provided me in writing with anything that specified that I would be charged a nightly upgrade, as I noted in my email response to him. The hotel continues to ignore my concerns and has shown now interest in truly resolving the issue. Business Response /* (4000, 9, 2022/08/12) */ Upon further request of guest, Tradewinds Island Resorts has completed a second review of all documents, phone calls, confirmations and emails pertaining to the concerns of this case. All information is properly documented and disclosed as in all reservation transactions. Therefore our position has not changed, and request for any refund has been declined. Thank you,

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We were quoted-in writing-$325/night plus tax, however, when we received our final bill it was billed $368/night PLUS a $325 upgrade fee. We never agreed to an upgrade fee and we checked many times through email that the total price for the room is $325/night. We have it all in writing through emails from the reservation specialist called Bryce F*******. When I reached out to Bryce, he claims "there must have been confusion". I reminded him of our email stating it was $325 plus tax per night and now he refuses to contact me back and I'm unable to get a hold of anyone at the hotel to help with the matter.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/18) */ Contact Name and Title: Doug R. Contact Phone: ********** Contact Email: *******@twresort.com As the Director of Guest Satisfaction for the TradeWinds Island Resorts, please accept our apologies for the confusion and miscommunications of your reservations. With the understanding that contact was made with our accounting department, a full review into your claim was started. Upon further review, there was a reservation error for which we apologize. As a result, your request for a refund of the upgrade fees has been completed. We take all guest concerns seriously, so as to have a better understanding of where to make the necessary improvements within our products and services. Thank you Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The resort behaved appropriately and made things right. I am satisfied with the way they resolved the problem.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After planning a family vacation it was a fail between$ 400 and $600 a night or two families walked into the hotel and it was filthy moldy and had bugs, Spent many days calling to make sure that the hotel was up to par was told it was renovated, That my room and my sisters room we're going to be close near the beach but a great view and it wasn't at the checking in at almost midnight at the RumFish we had to be transferred over to the tradewinds Resort to accommodate us we were told when we booked that the resort fee in May most likely would be lifted that did not happen. We were a party of 16 people we could not be accommodated for transportation due to a large convention going on in the hotel that we were not aware of. We have endless complaints regarding the stay and service we received. I am requesting for refund for me and my sister for the money we spent and the reviews we read that I called to make sure that the room would be perfect for us was totally unacceptable. The convention that was going on in the hotel to go over all the staff we couldn't get anything we wanted my room was not cleaned I had to call every day for a cleaning service. Island resort room 2240 Island resort room ****. Genzale / Depalo are guest names . Nothing but attitude the resort fee for $50 a day was a total waste when we couldn't do anything with our families .

  Business response

  07/07/2022

  Business Response /* (1000, 9, 2022/06/03) */ As the Director of Guest Satisfaction, we take all guest concerns seriously so as to have a better understanding of where to make the necessary improvements within our products and services. Our goal, is to ensure that the overall guest experience is a positive one, resulting in a long term, loyal customer base. In this particular situation, I had direct conversations with each of these three families and apologized for any inconveniences. Arrangements were made for accommodations immediately upon request, with complimentary upgrades of room types and relocation to the Island Grand, and actually side by side room locations. As well, adjustments were made for no charges for room rates, taxes or fees for the first night of all three reservations. This arrangement, as well as the assistance of changing accommodations for a fourth reservation to join them, were communicated directly the following morning. As well at the same time, assistance was provided to ensure the additional concerns of a stove top, keys, toilet and request for additional towels and linens, with no further calls or request for the remainder of their stay. Therefore, the assistance provided for requested accommodations, complimentary upgrades and no charges for the first night have been determined reasonable and fair, of which request for further compensation has been declined. Consumer Response /* (3000, 11, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true , I called Every day for toilet repair and maid service , please check phone records.our rooms has no choice to be moved to island resort due to the filth and bugs in our room. And it was hot and upgraded to a suite it was same run we paid for in rum fish . Therefore please check how many times a day I called for toilet , towels , and stove and microwave not working. Business Response /* (4000, 18, 2022/06/17) */ As the Director of Guest Satisfaction, in attempts to resolve the guest concerns as communicated, we have researched each of the individual concerns thoroughly and determined that additional compensation was to be approved. Confirmation of such has been established with all parties involved. We take all issues seriously, so as to have a better understanding of where to make the necessary improvements within our products and services. We wish to ensure all our guest have an overall great experience while here, and hopefully become loyal, long term customers.

*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. ↩