ComplaintsforNantasket Beach Resort

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a 4 night stay at this resort starting on 9/18. On 9/19 I went to the front desk and spoke to ****** about cancelling my final night of the stay which was 9/21. I was told I would get a full refund if I cancelled that day. At 5pm the same day I went down the front desk and spoke to a completely unhelpful ******** who told me should couldnt/wouldnt help and I would have to see thew manager the next day. She also mentioned that I need to cancel by checkout at 4pm a fact that was not told to me. At 8am the next I spoke to a gentleman who said I needed to speak to the manager who comes in at 3pm. I returned to the front desk and spoke to ****** again. **** was helpful but told me the refund needed to be approved by Hotels.com the site I booked from. I went back to my room and got on a chat with a rep from Hotels.com who tried to reach the front desk several times but had to luck. Hotels.com told me they would continue to try to contact the hotel but I received an email saying they were closing the dispute as they couldnt reach the hotel. I have spoken to the General manager of the property who has approved the refund but Hotels.com cannot contact him to verify. He has since stopped returning my calls and emails

  Business response

  10/16/2023

  Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration you experienced during your recent stay at our hotel.  First and foremost, we want to assure you that your request for a refund was indeed processed. Please allow 5-7 business days to see the refund from Hotels.com.  We appreciate your patience in this matter. We understand that the situation became quite complex, and for that, we are truly sorry.  We have taken your feedback into consideration, and we will work on improving our communication to ensure a more seamless experience for our guests in the future. Once again, we apologize for the inconveniences you encountered, and we appreciate your understanding and patience. We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at Nantasket Beach Resort 11/1/21-11/4/21. A person in our party smoked and we were aware we would be charged. The issue is twice I was charged by the hotel and twice the charges fell off. I called the hotel concerned and was assured it will not happen again and told my balance was at zero. I received a receipt stating the balance was at zero on this day. The next day I was charged over $600 from the hotel. This was a week after our stay. How can they have the right to access my account a week after our stay? It was actually over a week later. This is illegal this is three times they have accessed my personal bank account. I called and told the hotel and they made many promises of resolution, no further charges, no charges at all, this continues for another week. Two weeks later today I called after the weekend to a supposed female manager who two minutes into our phone call hung up and yelled at me she couldnt get their accounting department I spoke to many times demanded my phone number so I could later receive an explanation on charges. I told her I understood the charges I dont understand how they have the legality to access my checking account so long after and for multiple (3) times. I am seeking my funds returned as soon as possible and charges for overdraft charges.

  Business response

  12/02/2021

  Dear Guest,

  Thank you for your message. We apologize that you are not satisfied with the customer service received when inquiring about your charges.  We take guest feedback seriously and appreciate you taking the time to explain the billing issues.  I reviewed your **** and I see the total for the room charges of $373.62 was charged upon check out and the cleaning fee for smoking of $250 was charged the day after check out.  I do not have any other charges on your account.  It was perhaps an incidental hold that was placed on your card which is customary at the time of check in and is also mentioned on our registrations cards.  Occasionally, depending on banks and types of cards incidentals holds can take up to 2 weeks to release.  I can assure you the only charges we have made to your card are the $373.62 and $250 for a total of $623.62.  If your current statement reflects something different, this matter would need to be escalated to accounting.  I would recommend contacting the hotel directly and asking to speak with accounting.  Thank you.
  

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