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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When I booked a room for 17 Sept 2022 I was told the room would be $199 plus tax. I was NOT told that there would be a resort fee nor what the resort fee entitled me to. We were at a wedding and only used their bed and had breakfast, which was included in the room fee. I think the $17.91 resort fee should be refunded to me and that they should be forced to tell all customers during the reservation process that there will be a resort fee and how much. I have traveled all over this country and stayed at resorts, hotels, etc and NEVER was charged a resort or hotel fee other than the room.Business response
09/24/2022
Good afternoon and thank you for staying at Bay Pointe for your friends wedding. I trust you enjoyed your time.
It is industry standard to have a resort fee in addition to sales tax, in most hospitality lodging establishments. That fee help us deliver todays need to our guests as complimentary high speed internet/WiFi, complimentary parking, complimentary breakfast, the use of our indoor pool and spa, complimentary business center with free printing, complimentary ************* machine in each rooms, complimentary water bottles.
At Bay Pointe, our resort fee is 9% per night. During the reservation process, our agents make sure to give you the nightly rate + fees for the total price of your stay.In addition, we email all of our reservation highlighting your grand total.
I hope to be able to welcome you back to our resort in the near future
*********************************, General Manager at Bay Pointe.
Customer response
09/26/2022
Complaint: 18121373
I am rejecting this response because: I have stayed at many resorts all across the US and have NEVER been charged a resort fee. We did not use any of the items they listed as part of the resort fee.
Sincerely,
**************************Business response
09/30/2022
Okay we will refund the $17.91
Thank you , *********************************, General Manager at Bay Pointe
Customer response
10/03/2022
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,
**************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.