ComplaintsforRod 'N' Reel Resort

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 17th we decided on a last minute trip to visit Rod and Reel. Booked a lower King suite for around $220 with balcony and ocean front view. The view of the ocean was blocked by a white tent that was set up out back of the Hotel. I called to see if we could switch rooms and my husband went downstairs to resolve the matter. The representative stated she would give us a room on same floor but my Husband wanted the same features our room originally had. They gave him room *** and charged an additional $55 to move to the third floor which I didn’t find out until I received my bill by email. Room *** wasn’t the same and now we had a corner unit with no wrap around balcony. The fireplace also didn’t work and we had to ask for help from the front desk. We went to the *** **** and bough our food back to the room. The next morning all the food was taken over by ants. We had a disturbing experience and this was unacceptable!

  Business response

  11/21/2022

  November 17, 2022 
  This guest booked our LKS which are all located on the second floor. This room is bay front with a wraparound balcony with a view of our marina and the bay. This room is eye level with our event top, however, still has a view of the bay. The guest did not want to stay in the room and therefore wanted a suite higher up which cost an additional fee. The guest was fully aware of the price difference since they acknowledged the new rate by initialing their registration card. As for the rooms, the layout of our one-bedroom units is all identical, the only difference would be the balconies. As for the fireplace not working, we have no record or request for assistance and all the fireplaces were turned on and serviced in the first week of October. As for her claim about their left-over food being taken over by ants, again I show no complaint regarding this. Finally, if their stay was that bad why would they not ask to speak with a manager which I was on the property. The hotel will issue a goodwill credit of $55.50 for the upgrade fee to the king suite on the third floor. Please allow 5-7 business days for this refund to be issued depending on their banking institution. 
  

  All the best, 
  Glenn S****** 
  General Manager 
  Rod "N' Reel Resort 
  

  
  

  Customer response

  11/21/2022

  Good Morning,

  
  

  The reason we gave up contacting management is because we had been calling downstairs numerous times upon arrival for various issues. Rod and Reel still fails to acknowledge the Lower King Suite has a huge white tent that is obstructing the view. I rather deal with the issue from BBB then to tarnish the Hotels reputation by posting the information on the web. However, if a credit is all that can be done we will accept! 

  
  

  Respectfully,

  
  

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

  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I checked in at the Rod and Reel inn, room 211, December 31, 2021 with a reservation that I obtained through Travelocity., Upon check-in, I paid a 20 $ resort fee plus a 25$ hold fee despite having reserved through Travelocity. On January 1st, 2022, I called the front desk and paid 99$ plus tax for an additional night. When I checked out I was told I needed to pay 40$ cash, a resort fee, again, which sounded absurd, and I said so. I checked my bank statement on Jan 3rd, 2022, and realized I was overcharged 145$ for a room, 8.53 for what I don't know, and 40$ ??? again. I did not get the "Breakfast" because during the verbal incident about the additional charges for did not get my breast fast card date changed. I left my phone at the resort, and I tried to get it mailed back to me. A manager named ***** wanted me to give him my credit card number and NO, I did not want to do that. When I called later in the afternoon, another person took my information and said that it would go out in the mail later that day. There was a huge storm on January 4th. On January 5th I called about the phone again and spoke to ***** again. He again said I needed to give him my credit card info to mail the phone back. I told him what the other person said about it going out in the Resort mail later in the day. He said they don't mail lost and found items back to people. I tried to discuss my bill and he was just impossible to talk to even hanging up the phone on me at one point. I told him I was going to call the sheriff if he didn't start acting right. He kept loudly asking me if I was on speakerphone, I told him several times I was using my ****, ****** because I did not have a phone. I had to get to the point that I blessed him out because he was just obnoxious to me. Finally, I said I would drive the hour ride back to get my phone. The weather was terrible and there were downed power lines all up and down the roads out towards the Chesapeake.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Found a 2 week old receipt from a grocery store under the covers when I turned down the bed. Proof that housekeeping never changed the bedding after the prior guest checked out. After I complained to the front desk I was escorted off the property & lost 2 nights of my stay with no refund. Front desk also stated that the issue was a reoccurring problem.

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