ComplaintsforStill Waters Condominium Resort

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/29/2023 $415.50 was paid to Still Waters for a 4 hour pontoon boat rental this included the gas and sales tax. I called Still Waters and reserved the pontoon boat for September 29th from 9:00 am to 1:00 pm I spoke to **** (the assistant mgr) and she told me the rate was $309.00 I mentioned then that your website was offering a fall special that stated $75.00 off a four hour boat rental and she replied yes!! We rented the boat and paid the 415.50 and later that night I noticed I did not receive the $75.00 rental credit!, at this time the marina was closed so I went back on the 30th around 8/8:30am and explained to **** that she did not give me the credit!! **** told me it was to late you should have told me when you paid for it, I told her that I mentioned the $75.00 credit when I spoke to you and reserved the boat and you acknowledged that credit, she said she couldn’t give me the credit so I then went to the main office and explained my situation and they replied the same you needed to mention it when you paid for it. He the consier then said he would have to get with the accountant and check the video to see if they gave me the 75.00 coupon card. (I attached the card copy that they gave me after the complaint. )I was not given any card! I received a call from them today October 2nd and he said he spoke to ***** and they won’t be able to credit us back the 75.00 but could give us a 75.00 off our next stay. When you read the fall special on there website no where does it say to mention the $75,00 at time of payment, I told **** about the fall special and assumed she made a note since she acknowledged it when I reserved the pontoon!! I feel the front office knew they screwed up thats Why they handed me me the 75.00 card when I checked out and should have given it to me when I checked in. I am asking for Still Waters to credit my debit card $75.00 for the fall special. To me this is nothing but a bate and switch they advertised the credit and did not give me the credit. After this ordeal I won’t be staying with them again that’s why I didn’t except the future credit. We also stayed two nights with them. Thank you for the help!! ***** *****

  Business response

  10/18/2023

  The marina has its own reservation, payment and accounting system that is independent of the booking stay. It is pretty clear in the video that the card that is seemingly attached to the contract was not presented at the time the rental was paid for nor was the discount so critically relied on important enough to mention at the time of booking or payment.  This is really the only requirement a guest has to do.    It is not unreasonable to have this expectation in any business.   It is quite a disservice to any business to claim after the fact that a business engaged in some sort of deception when in reality the guest had remorse for failing to use an available coupon.   There was no bait and switch.   This guest didn't follow the rules set out by the marina.   This was just a demand for a retroactive discount cloaked in blaming staff who clearly attempted to help.  

  As courtesy, I went ahead and made a customer service adjustment of $75.00 refunded back to the original card on file for the room rental.   We cannot do anything about the original marina charge.  This should end this issue. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a 2 bedroom luxury condo with Jacuzzi for dates 8/27/2023-08/31/2023. When I went to the room I notice it was not the room showed to me online. I went back to the desk and told the gentleman there was nothing he could do. Also called maintenance on first day vents coming out of ceiling and the cabinet around the jacuzzi came out . Maintenance fixed the vent stated they cabinet does fall out sometimes. Later on that night went to go use the the jacuzzi and no hot water. Water ran out in less then 10 mins. I tried again the next night after are outings for the day once again no hot water . I called the front desk they were closed. I called the next morning maintenance came out his name was **** he stated the hot water tank was not big enough that you would have to wait after it runs out for 30-45 mins to get hot again that he did turn the hot water higher to see if that would work. Well he was there we told him the stove did not work he also fixed it. I paid for something that I did not get. I am looking for a refund on the jacuzzi cause it was not working. Any hotel I stay at with a hot tub in the room I have always had hot water. I have try to work with the company and have got no where. This is wrong for a company to show photos of the room and not get that but also wrong for the company to not have the right size water tanks.

  Business response

  09/14/2023

  I'm sorry that this guest feels that their expectations were not met.  Thank you for your feedback.   

  I took a few days to gather facts on this complaint.  The booking unit type was correct.  We have dozens of photos for our room types. Thousands on the internet.  We have about a dozen different floor plans but substantially they are same. This was a 1253 square foot 2 bedroom, 2 bath private condiminium lakefront unit with a jacuzzi and additionally had a glassed in porch.    The guest got exactly as advertised.   There was no issue with the hot water.  Staff verified and filled the tub twice.   The issue was simply this guest had an expectation that hot water should never run out.   This was investigated by staff and management onsite and every reasonable effort was made to resolve this.    From our side, this guest accepted the accommodations, knew the issue and still chose to stay.  

  This is not a hotel.  It is a privately owned condominium unit.   We have 3 pools with 3 hot tubs available for guests to use.    We have guidelines for refunds that are not met here.   The guest knew this prior to taking this action.  

  Customer response

  09/15/2023

  Complaint: ********
  
  I am rejecting this response because:

  The maintenance man that came out never filled the hot tub 2 times. That is a lie. He stated the hot water tank was not the right size. Also I have called that place many times and said what I was reading on booking.com and described the room to them and was told yes that is what your getting. I can’t believe this property is lying about that they filed the hot tub 2 times and it was fox. That was a lie. He maintained man stated 2 me and the others in the room that we would have to run the water fill the tub half way wait another 30-45 mins to fill the rest. I have traveled and stayed at many condos and properties never have we ran out of hot water. I have a disability and use soap that is proscribed by the doctor that I have to use 2 times a day. You could not even shower here with out running out of hot water . I can’t believe there responded that I agree to the room. When I first checked in I went right to the front desk and was told I booked through booking.com had to reach them which I have. They reached out to them they did nothing. The room was outdated I have looked all over travel sites and they don’t show any of the photos of the room I got. I was also supposed to have a separate shower which I did not the shower was in the hot tub. So I called them many times and told them what I was seeing in line and they told me that is what I was getting so they are lying to consumers . I think since the hot in could not be used you should of not been charged the rate for a hot tub. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Assistance of the Better Business Bureau is requested in obtaining a refund of $616.60 for unsatisfactory lodging provided by still Waters Resort on July 31,2023. This amount represent 25% of $2466.41 paid for four nights lodging. The enclosed copy of certified mail communication was sent to Still Waters Resort on August 5, 2023, and received by them August 8, 2023. This letter fully outlines the reason for my requesting refund of one night's charges. Still Water Resort made no response to this communication. Any assistance that can be provided by the Better Business Bureau would be appreciated. **** *****

  Business response

  09/10/2023

  This is a guest that booked a reservation for 5 nights August 1-6 who checked out early on the 5th.   Reservation notes no complaints on the stay.  We don't refund early checkouts unless we re-rent the room since we are a nightly rental company for private condominiums.  Additionally, the numbers requested do not match any charge that we have on file given the specifics.      I also pulled all our calls.  There are no call on file during or after the stay.  It is a bit confusing.      Add

  Additionally, I haven't seen the certified letter but if it was delivered on the 8th we had a huge storm that impacted the resort so it might have been misplaced in the chaos.  I am looking for it but it would nice to see it if the BBB has it.  From the dates, it appears that it was dropped in the mail the same day they departed early instead of actually talking to someone when the problems occured.  This is what we normally see which is why this is a first in 27 years for me.

  From what I see, I would not refund.   I think it is only fair that individuals communicate with the business about problems while they receive services instead of waiting until the end of their stay to raise an issue.   I would love to read the letter though.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  bought timeshare in 1999 and they were not truthful they just didnt tell us everything. we had problems getting to use it when we wanted even though we had a gold membership. They added expenses on maintenance fees without notice and we were never told about these extra fees. They raised.fees every year by more than we were told in the beginning. My husband is 82 now and has memory loss and does not drive any more and I have hip problems that makes it difficult to get around. We are unable to make the trip anymore the drive is too much. We want released from the timeshare but they wont talk to us and it says in are contract that our children will be responsible to keep paying when we are gone. We just want released from the timeshare. They never told us that our children would be responsible to keep paying every year.

  Business response

  09/10/2023

  Simply put, this is not a matter for the BBB.   This is an individual who has a deeded real estate interest they have owned for 24 years that wants to sell or transfer it.   A nightly rental company that doesn't engage in this business is not the appropriate venue for this kind of complaint.  I suggest they seek help from their condo association.   Thank you for your attention in this matter. 

  Customer response

  09/12/2023

  Complaint: ********
  
  I am rejecting this response because: I have not heard from anyone regarding the timeshare.  I have reached out several times since january 2023 to resolve this isssue. I have never received a statement since 2020 regarding maintenance fees. We have health problems and are unable to use it anymore .  No one at the condo wants to buy or rent it I have tried.
  o
  
  
  Sincerely,
  
  ***** ******

  Customer response

  09/12/2023

  I need to get rid of it.  condo association does not respond at all since January 2023

  Business response

  09/14/2023

  If you are unwilling to take a step of reaching out to the Association, you can contact a title company or attorney to get the legal title transferred.   You still have to execute a notarized deed to transfer which requires an affirmative action on your part.   

  Again, this is a complaint about something a piece of property you have owned and used since 1999.  It is the same as blaming your home owners assocation for not selling your house for you.   You are attacking a business you have no transactional relationship with.   

   

   

  Customer response

  09/16/2023

  Complaint: ********
  
  I am rejecting this response because:I don't understand  I have only your phone # to call to get ahold of **** ****** and you transfer my call to his office everytime and I always end up leaving a message and I get no response. Why?
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a one bedroom sleep four condo by the lake at what I thought was the #1 resort in Branson for my daughter’s birthday. When we arrived check in was fine and given the room card. Our room was ok nothing super clean but not horrible. I pulled out the sleeper sofa and found no bedding. So I politely asked for the bedding. A incredibly rude house keeping staff came with the wrong bedding. I was trying to tell him what we needed when he put his finger up at me and said “I don’t need your attitude.” I was shocked! I called front desk again to tell her we can’t log into the “free wifi” and the rudeness of staff. They said they were sending a maintenance man to fix it. Fast forward to the following afternoon I stopped by office to find out about the wifi and they decided to upgrade my room to one that does. We pack up and clean the other room and move. We get into the other room which was not cleaned at all after tenets. Beds were messy, food on the floor, not swept, towels in tub etc. I called again to ask if the linens could please get changed while we were at the pool. My husband at 7:58 pm went into the lobby to get pool wrist bands and the entire staff including manager behind a tinted window was talking extremely rude about us and how they send problem clients to dirty rooms. Extremely unprofessional and when confronted by me and my husband about it the manager denied and lied. They purposely sent us to a filthy unclean room because of my complaint.

  Business response

  09/10/2023

  When I read this complaint, I thought it was a horrible look for a business that works in customer service and I was extremely upset.  I can assure you that we would be making changes if any of this was true. There is really one problem with the entire thing -- there were some wrong assumptions clearly made on her part.   

  I took this at face value and retrieved the video and audio footage from our front and back office cameras.   I wish I could share them without making things more difficult just as I am sure Mrs. ********** knows that her actions in the front office did not reflect the person she is in real life.    Her entire premise was that staff deliberately and knowingly conspired to make her vacation less enjoyable due a conversation that her husband "oveheard".    Her husband heard pieces of a conversation with new staff about a change in schedule for a huge check-in day the Friday before Labor Day and how we were going to address issues with new guests arriving before the prior guests had even checked out.   It is a challenge to have individuals in the front office wanting their rooms at 9:00 a.m. when guests are not leaving until 10:00 a.m.    I wish the conversation hadn't been overheard but it absolutely had nothing to do with Mrs. **********.    They were not even a topic.  There was no interaction with Mr. ********** beyond some keys being made.   

  From our side, we deal with people year round who have problems.   The resort fails every day.  Things break. Staff makes mistakes. It happens no matter how much we try not to.   When you host 17,000 families annually,  it take a few dozen staff members at any given time to keep the chaos down to a minimum.   We do not go out of our way to make things harder for ourselves.  It defies common sense. We can achieve that without making it worse.   The problem here is that Mrs. ********** has wanted a pound of flesh because she feels personally wronged.   We would give it to her if staff had actually done what she said because it is horrible to read.    They didn't though.   I think if Mrs. ********** reflects she will understand that her actions in the front office made things worse.   She made it impossible for our front desk manager to assist her because she was attacking the staff member personally for something that didn't happen.  If you accuse someone of a horrible thing and threaten to take it public, how does that person solve the problem much less defend themselves.   

  I am sorry that this happened to Mrs. **********.  It was an unfortunate set of incidents that marred the family vacation.  At this point, I can hope that Mrs. ********** has the decency to reflect and reconsider her statements both here and on social media. 

   

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this complaint regarding the unresponsiveness and deceptive practices of Stillwater Resorts, specifically regarding our timeshare ownership.On multiple occasions, we have tried to contact Stillwater Resorts through various means, including mailing a letter to their office. Despite our efforts, we have not received any response. We are reaching out as we need to end our relationship with Stillwater due to the following reasons:When we purchased this timeshare at the sales meeting, our representative ***************** made several false claims about the timeshare. We believe he knowingly lied to us to make the sale. **** told us that purchasing this timeshare would be a "no-brainer" and a "great investment" that we could pass down to our children. However, we have found it to be the opposite a money pit with no benefits.We have been unable to book any vacations through RCI, despite being promised numerous options by ****. Even our home resort is unavailable. When we met with **** in September 2022 to discuss our concerns, he tried to sell us an upgraded package for even more money instead of addressing our issues. I asked **** in September 2022 if they ever bought these back from the owners. He was bragging about how the newly added indoor swimming area (still not completed) would increase the value of our timeshare. It was then I said if this is such a great investment with increased value, then it should be really easy to buy it back from us & sell it to someone else. He hemmed & hawed & mentioned that he could mail us some paperwork about it. That never happened. The financial burden this timeshare has caused us is significant, and we cannot continue to bear it. We request Stillwaters Resort to cancel our account and refund our money after the unfair treatment we have received from the company.

  Business response

  09/14/2023

  I'm not sure how to address this.   This is a Bayside Vacation Club purchaser and not a nightly rental guest at Still Waters Resort.   I'd be happy to help but the rental company didn't collect any money from this individual.   

  This is the wrong company to complain to.   

  Customer response

  09/22/2023

  I don't understand as this is the same company I purchased from and from the documents I have uploaded you can see I have a contract with Still Water and the address is the exact same. Please let me know how I can get in touch with the correct company. I believe the BBB has the wrong information.

  Business response

  10/18/2023

  The correct company that did business with this individual is the Bayside Vacation Club.   The address for the resort also includes 3 different food places and 13 condo buildings and has been a catch all for a lot of vendors.   It has only been in the last few years that 911 addresses have been assigned to individual addresses.   Most of the Bayside Vacation Club mail goes to 55 Elm Lane though we still get some mail as a lot of the original mail for their office was delivered to the main address.   The rental company does not have a transactional relationship with this individual and that is the primary business that operates out of that address and is attached to this BBB account.   We host 17,000 families a year that are paying nightly rental guests but almost all of our "complaints" come from the Bayside Vacation Club individuals who incorrectly claim to have a relationship with the rental company.    It doesn't matter how many times you complain -- the purchase agreement was made between two parties -- neither of which are the rental company.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We no longer desire to be owners of Still Waters Vacation Club. We have had concerns about the purchase from day one. We’ve tried to ignore many of the problems and give the ownership the benefit of the doubt, unfortunately we can no longer continue paying for this. We had several problems recently with not having water to bathe or flush the toilet. We have complained about the balcony being damaged twice. The property is subpar and we don’t think things will get any better. We thought this was going to be a good investment, especially since the resort seemed to be growing and they had been working on an indoor pool with a bowling alley for a couple years. We joined thinking that their Endangered Rainforest, the indoor pool, would be complete by March of 2019. It is now almost three year since and no indoor pool. The large amounts of money being asked to maintain this property seems to be used for something else. We’ve run out of patience with this ownership and would like to be released. We’ve attempted to reach out to Still Waters but their lack of response has put us at an impasse.

  Business response

  07/13/2022

  Stillwaters Rental Management does not have a business relationship with this individual. Simply because we operate an extremely large condominium complex hosting thousands of families annually and are easily accessible does not mean that every vendor or third party we work with obligates us to solve their problems.    If the BBB would simply establish an account for the correct business, this would go a long way in helping people solve problems since they would find a better forum for solutions.   We work very hard to solve our problems when people are on-property but it is extremely difficult to deal with problems where we are not a party.  It is hard to find a problem here that originates with someone actually renting a room and paying for it.  
  
  This is what I did.   I looked in our guest history.  I can see stays at the resort as a rental guest for 2013 and 2018.   This means they have had no business transactions with the business they filed a complaint on for over 5 years.
  
  I then see 6 reservations for 2018-2021 with no money on them.  No history for 2022.  While we clean and maintain condominium units for the ******* ******** ****, I did not see the complaints in their reservations as described here.   If there were major water or structural issues, I would be aware of those and there were none during their stays (which are not "recent").   Otherwise, I would just say that operating a full property with hundreds of families in a few hundred condominiums requires a staff of several full-time employees who do nothing but address issues throughout the season.   Maintenance is just part of the business.   Things break and need to be fixed or replaced.  
  
  Today, I made a phone call to ###-###-#### (which is the line I have to the ******* ******** ****).   I was able to make immediate contact with them. You can also email them at **************************************** or **********************************.  After some discussion, I was told the account is in arrears and suspended for not making payments.    I asked for details.   There have been no payments made since September of 2021.    The account has been placed in default and they were sent a letter notifying them of this.    
  
  It appears that this individual bought something with the ******* ******** ****, used their product several times, unilaterally decided to stop making payments in 2021, and now has decided to complain after they received a letter of default.  We cannot comment on their experience and what they were told, but the next step in default is surrendering their ownership.    This appears to be the goal stated in the complaint. 

  We hope this solves the issue and wish you the best of luck. 

   

• Initial Complaint

  10/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a "sampler" from this company, in August 2020. The contract says that it is good for 18 months. We have tried over the last year and half to make reservations and several things happen. The central reservations answer the phone. The specific resort doesn't answer the phone, you get voicemail. They don't return the call. The central reservation told us that the indoor park (the entire reason we bought the sampler) told us that it is not complete yet. We were guaranteed that it would be open by last December. We have been paying for over a year, but the last time we checked our account says that we owe $1800, but that's how we've already paid in. They deduct that from our account automatically.

  Business response

  11/01/2021

  This complaint went to the wrong business.   Stillwaters Rental Management is a nightly rental management company and did not enter into any arrangement with this individual.   The correct business is the Bayside Vacation Club.   You can reach their Member Services at 417-294-8249 if you need assistance.   

*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. ↩