Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were at the motel and the owners were not there. Others were outside waiting to get in as well. The owners told all Of us they were at a graduation and would refund us. They told ********** they would refund us. This is my last conversation uploaded. I called them and they said they don’t owe us. They are liars and thieves and I want my hard earned money back.
Business Response
Date: 07/10/2024
To Whom It May Concern:
Ocean Lodge Hotel takes every guest’s complaint very seriously.
Regarding this case – after an investigation, the front desk employee called sick a few minutes before her shift started. (Not sure where the graduation story came from). Management tried the best to cover the vacant spot in timely matter. Most of our guests were fine with this unusual situation, however, for a couple of them the delay was unacceptable. They demanded the full refund, and we did.
We were unaware that this guest is seeking a refund. We gladly processed it today. Please see attached the receipt.
Thank you,
Ocean Lodge ManagementCustomer Answer
Date: 07/10/2024
Complaint: ********
I am rejecting this response because they are lying and ********** has the manuscript copied of their phone calls and emails to them. Liars are going to lie and it took us getting hold of BBB to get a refund and we will be telling others not to go to this motel.
Sincerely,
******** *******Initial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Months ago I book a room they gave me price of up front and I paid all they was asking so yesterday I try checking in to hotel they try asking for more money and would not let me check in so I did not stay and they won't refund me for they are at fault I contact customer service of booking .com they are waiting for them to answer but it's been more then24hr no answer. I just want my money back since I couldn't stay cause of their faultBusiness Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/10/19) */ To Whom It May Concern: Ocean Lodge Hotel takes very seriously all the customer complaints. In this case, the guest booked online, but failed to verify the credit card at the check in time. According to the policies, which the customer accepted at Booking.com, the cardholder must be present at the checking time with a photo ID and the credit card for verification process before they sign the receipt along with $200 security deposit which is refundable when the inspection has been completed after the check out time. Unfortunately, the guest failed to verify the credit card and refused to provide the required security deposit. He voluntarily left the check in process and never returned to completed. As a resolution, Ocean Lodge Hotel is not obligated to make any refunds if the guest does not honor the policies he accepted when he booked the room. We consider this case closed and no refund shall be made. Thank you, Management
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