ComplaintsforTradeWinds Resorts on St. Pete Beach

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a premiere room At Tradewinds Island Grand at St. Petes Beach. We were told over the phone and it was in the description of the room (it has been changed now on the website) that the room was completely renovated, had a balcony, and ocean view. The only thing that was correct was the ocean view. The room was not renovated and was very dirty and there was no balcony to sit on. We paid for a room we did not get and when we expressed our concern we did not get the correct room, any vouchers, nor any money back. We double checked via telephone that the accommodations were accurate because I have health issues and we wanted a very specific room to help accommodate these issues. We also called to make sure we booked our trip in accordance with all the activities being available. We actually set our dates of travel there around the activities. Almost half of them were not available during our stay. We paid for all of these things (a high price) and did not receive what we paid for. This is a theft of service.

  Business response

  05/31/2022

  Business Response /* (1000, 11, 2022/05/13) */ Contact Name and Title: Doug R. Contact Phone: ********** Contact Email: *******@twresort.com As the Director of Guest Satisfaction, please accept our apologies for the concerns you brought to our attention. Having reviewed this unfortunate situation at great length, it was indeed determined that there was an error with your reservation. While we were enter phasing our new website, there was a brief period of time where the room type description with other included information was incorrect. Your reservation was booked prior to the correction being completed. Therefore, as stated, you did not receive the balcony that was originally included within the reservation description. At the time of your stay, due to very high occupancy / sold out conditions, there was no other availability to rectify the situation. After being made aware your concerns, the research was completed, and I contacted you directly with our sincerest apologies and also provided a refund for the difference in price as related to the error in the reservation. We appreciate your business at TradeWinds Island Resorts, and certainly hope to see you again. Thank you.

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