ComplaintsforGrand Beach Resort Hotel
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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Monday July 17 2024 I booked a room at this hotel. I am not a frequent traveler and I don't remember when was the last time I stayed at a hotel, that's why at the time of booking i assumed i would have at least 48-to 24 hours to cancel if something comes up. About two hours later my husband called at said that infect we will not be able to make that vacation because his company just let him know that he will have to be on the road that week(he is a truck driver). Right away i called expedia to cancer for a refund, they said that booking is not refundable, but they will contact the hotel to see if they would be willing to approve the refund as at this point its up to their discretion. They got back tome with a "no" from a hotel, and advised to call them myself. I did but that evening at 4:00 pm management was gone, and front desk agent said a firm "no". Next morning i called the hotel again explained my situation again, and asked to speak to a manager. I had to call three times hotel and expedia several times because they were sending be back and forward between each other, not wanting to do anything and blaming each other, and claiming that none of them is responsible for my refund. When i finally was allowed to talk to a manager, I basically was at her mercy bagging for a refund she said "no". If i want to cancel or reschedule I would need to pay a penalty of $1,353.41 I am asking for a full refund from the hotel. There are always some exclusions from rules, and I think my case is such, since i called 2 hours after booking, and then again less than 24 hours after booking. They give you absolutely no grace ******* I understand this is a non refundable booking, but how about some human decency and fair business. This is a highway rubbery. They are trying to make over $1000 on me in under 2 hours. I am absolutely trapped by the hotel, they are not willing to work with me at all. This situation is outrageous to the point that it cant be legal for them to do thisBusiness response
07/04/2024
******************** reserved a non-refundable reservation via Expedia for the Grand Beach Resort Hotel. When booking on Expedia there are several options, one being non-refundable. By choosing this option you receive a heavily discounted rate and agree to the terms and conditions. Pre-paid non-refundable reservations are very appealing to the consumer in order to save an additional percentage off standard room rates. This is copied directly from the confirmation that she provided: 'The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded'. In no way did the Grand Beach Resort do anything wrong in this situation. ******* was told this exact same thing when she called directly. We even offered to change the dates of the reservation for no charge, which is going above and beyond the terms and conditions stated at time of booking. To note, ******* at no time spoke with a manager at the property. She spoke with a front desk agent that was simply doing her job and following policies/procedures. Expedia his since refunded this reservation.Customer response
07/09/2024
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,
********************Initial Complaint
06/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We reserved a suite for three nights at the Grand Beach Resort Hotel. When we checked in, the room we were assigned was not as described at the time of the reservation. The hotel manager refused to refund our money even though we did not stay at the hotel. He told us he would not refund the charges for the first night of the reservation. I am seeking recompense for approximately $359 plus unspecified fees.Business response
07/11/2023
This guest was refunded within 24 hours of canceling reservation.Customer response
07/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, although my money was not refunded within 24 hours as stated by the business (I had to dispute the charge through ****************** a refund has been granted and I find that this resolution is satisfactory to me.
Sincerely,
*******************************
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.