ComplaintsforPointes North Beachfront Resort Hotel
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Complaint Details
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Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed at the Pointes North Beachfront Resort Hotel, March 10 - March 13, 2023, to celebrate my loves birthday. Upon our arrival, I was advised our room was changed that the hotel room they originally placed ** in was not managed by the hotel. The room that we were placed in was far from clean with hair in the shower/bathroom area, food and other stains on the floor. It was incredibly loud, very little sleep on the first night. The following morning I went to the front desk to share my concerns, and we were moved to the second floor to a more dated room with an extremely loud exhaust fan and more hair in the shower/bathroom areas. I also purchased a wine package for $30 that was incomplete because of supply issues and was assured that I would receive a credit. Additionally, I purchased the bath package for $30 to use in the room whirlpool. However, due to the lack of cleanliness of the bathroom areas, we decided to avoid use of the tub. I was assured at checkout that the hotel manager ****** would contact me to issue a $60 refund since I paid cash for our stay. And here it is a week later plus 5 additional messages left for ****** the hotel manager and not one return phone call, email, or refund. Please assist me with obtaining the $60 refund for items not purchased during my stay at this hotel. Thank you in advance for your assistance with my request. Respectfully, ****************************Business response
05/11/2023
Good day, *****************!
I just emailed you directly. I'm so sorry that you had this experience. We did mail out check #***** at the end of March, and I'm sorry that it didn't make it to you. I emailed you directly to confirm your address so we can get this rectified for you.
I promise we will also do better in our cleaning and operations going forward. Thank you for your complaint so we can do better. I am terribly sorry for the troubles you experienced!
For the love of hospitality,
*********************
Director of Operations
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.