Complaints

The 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:05/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 5/15/24 I made a reservation for what I thought was a 2 queen *** room. The room confirmation that I read the next day showed a King ***.I called on 5/16/24 to cancel or see if a 2 queen was available.The hotel said there was a since I called with 24 hours they would waive the "change fee" to "downgrade" to a 2 queen *** room. The 2 queen room however was $200 more per night. I told the agent that I would have to think about it (this is because I had read the cancellation policy shown below on the website) and wanted to see if my daughter would be joining me.Today, 5/19/24, I called to cancel and they said that I would "forfeit" 25% of the deposit, which they also charged based on the highest night stay not the average night stay. I mentioned the previous phone call and they put me on hold. The agent came back and said they listened to the recording of the phone call and that the agent on the 16th mentioned the waiver of the penalty only applied to the "downgrade" charge. That was not my understanding. It also then occurred to me that never was I advised that my call was being recorded. I believe this is against the law. Policy on website:"Modifications or Cancellations 14 days prior to arrival results in a 25% modification or cancellation fee.The reservation confirmation you receive later shows: "Deposits are refunded less a 25% cancellation fee if cancelled 14 days or more prior to arrival." The words "or more" is added and this is deceptive. The policies/wording is deceptive. As a senior citizen and widow I believe this is unscrupulous business practices. ***********************

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  My wife and I eagerly booked a one-night stay at La Mer in July, intending to celebrate our first anniversary in December. Given their policy, we had to pay the full cost upfront, amounting to over $300.Unfortunately, our plans took an unexpected turn when my husband tested positive for COVID just five days before our scheduled trip. We immediately contacted La Mer, hoping to reschedule our stay for a later date, even beyond the busy holiday season. To our dismay, the staff, including the manager, adamantly adhered to their "policy" and refused both rebooking and a refund.Despite our willingness to provide a doctor's note and our request not for a refund but merely to use the credit for a future weekend, the manager remained inflexible. Shockingly, when my husband suggested the possibility of unintentionally spreading COVID by visiting the hotel under these circumstances, the manager callously declared she "did not care."The manager at La Mer exhibited a complete lack of empathy, displaying rudeness and indifference toward the health and safety of both guests and staff. Regrettably, we are now left bearing the financial burden, and the manager showed no concern for our predicament. This level of disregard for guests is unparalleled in our experience with hotels. This hotel prioritizes profit over the well-being of its guests. At this point, we are hoping for a refund since we never want to set foot in this hotel after the way they treated us.

  Business Response

  Date: 12/06/2023

  We appreciate your feedback and the opportunity to address your concern highlighted in this complaint. We hope this message finds you well despite the circumstances. We would like to address your concerns and shed light on the situation surrounding your recent interaction with our team.

  First and foremost, we sincerely apologize for any inconvenience you *** have experienced. We understand that unexpected situations, especially related to health, can be challenging, and we empathize with your predicament. Our team is committed to providing excellent customer service, and we regret any misunderstanding that *** have occurred. Our primary concern is the health and safety of our guests and staff, and we wish you a speedy recovery.
  Upon reviewing the details of your case, it is our understanding that you contacted us on November 29, 2023, expressing the need to modify your reservation due to a positive COVID-19 test result. We want to clarify that our cancellation and modification policy, which you agreed to at the time of booking on July 20, 2023, does not include exceptions for illness,as stated in our terms. Unfortunately, as per our policy, we are unable to waive the modification fee for illness. It is essential to note that your understanding of the policy at the time of booking is crucial in this context.

  During the conversation with our management team, the call took an unfortunate turn when you expressed frustration and made statements about intentionally spreading the illness to our establishment. Such statements are taken seriously, and our team's priority is to maintain a safe environment for everyone.

  In unique situations where a guest is requesting waiver of policy, our management team would have been open to exploring possible solutions, such as requiring a doctor's note or a positive result from a medical professional for consideration of a one-time courtesy. We take the health and safety of our guests and staff seriously, and such documentation helps us ensure a responsible approach. While we were willing to explore potential solutions, your decision to hang up the phone prevented us from taking the next step to fully discuss possible alternatives. Our intention is to work collaboratively with our guests to find suitable resolutions when possible, and we regret that the conversation was cut short.

  We want to assure you that our primary concern is the safety and satisfaction of our guests and staff. However, we must adhere to our policies to ensure fairness and consistency for all guests. We value our guests and their experiences, and we genuinely wish you a quick recovery and hope you are feeling better soon.  

  Customer Answer

  Date: 12/20/2023

  
  Complaint: 20951585
  
  I am rejecting this response because:
  
  
  

  I apologize for not responding within the 10 days. I did not see the hotels response until now. 

  I want to let you know that the hotel lied in their statement that they were open and willing to explore other options in modifying the reservation. I did not hang up the phone. The manager ended the call in stating that there is nothing they can do and that they WILL NOT make an exception to the reservation. I asked if I can provide a doctors note regarding my positive COVID-19 test, and the manager stated that it was not an option. When saying I might intentionally spread Covid, the manager also stated that she did not care. If you do not believe what I am saying, I am sure the hotel has it recorded on their phone lines.

  I hope that you can reach back out to them to find a resolution. It is extremely upsetting that they were being dishonest in the last message. Totally unprofessional.

   

  Thank you,

  ************************;

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  My husband and I planned to stay at the ***** Beachfront Inn on 9/17/23 for our anniversary. However he became sick and was rushed to the hospital on Wed 9/6/23 and was diagnosed with sepsis pneumonia, a very serious illness especially since he had a life threatening massive heart attack 4 years earlier. Due to this illness travel was not appropriate. We know the written policy says no refunds . However I believe given the fact that this was medical emergency with hospital documents as proof available a refund should be given . What if my husband passed away would a refund still not be issued ? We know the hotel has been in business for 54 years with the Andy ****** as owners . I am sure they have not treated guests or potential guests in this manner. *** , I spoke to **** the mgr of the day on 9/12/23 and he said he does not handle oddly enough future reservations, although if I called on the day of arrival his answer , he said , would have been the same . He said I had to talk to central reservations , which I did . I talked to ***** and he had the same response. I asked for a General Manager and predictably he said that she was not available. I believe her name was ********* . In summary I believe a refund given the situation should be given as good business practice in addition to being morally the right thing to do. I look forward to a prompt and hopefully positive reply .

  Business Response

  Date: 09/14/2023

  Please find the response below to the complaint filed by our mutual customer, ******************************

  
  ***************************** booked a reservation on 6/14/23 for a hotel stay at our property for stay dates 9/17/23-9/18/23 online through Booking.com.We require a deposit to book a reservation. Our deposit, modification, and cancellation policies are stated prior to booking and must be agreed to in order to book a reservation. Our cancellation policy with Booking.com states if the guest cancels after booking the reservation, the cancellation fee will be the cost of the first night. If the guest does not show up, the no-show fee will be the same as the cancellation fee. Our policy does not have exceptions for weather or illness. ***************************** agreed to be responsible for the cancellation fee when she left a deposit with Booking.com, securing her reservation. In addition, she received a confirmation letter stating policies after booking the reservation.

  
  On 9/9/23, ***************************** called our hotel to inform us her husband had fallen ill, and she needed to cancel the reservation. We deeply regretted hearing about ********************* husband's health situation and empathized with the circumstances. Our team explained the cancellation policy and directed her to contact Booking.com directly to cancel the reservation. At this time, ***************************** informed our team she was advised by her Capitol One credit card to dispute the charges, despite agreeing to the policies at the time of booking.On 9/12/23, we received a cancellation request from Booking.com for a penalty free cancellation. We declined this request as ***************************** was inside the cancellation window that she agreed to adhere to at the time of booking.

  
  ***************************** called the hotel on 9/12/23 to ask for a refund and questioned our resorts business practices, stating she does not agree to our policies. Our policies are very transparent prior to booking a reservation to ensure all guest expectations are managed in the event of a change of plans or medical emergency.  La Mer Beachfront Resort takes pride in our 50+ years of serving guests, and we are committed to upholding high standards of guest satisfaction. We genuinely care about our guests and aim to provide the best service possible.

  
  We believe in treating guests with compassion and understanding in extraordinary circumstances. On 9/14/23, our management team reached out to ***************************** to request documentation of her husbands medical emergency to review given the medical emergency ********************* husband is facing. Once ***************************** provides the hospital documents, we can proceed with our evaluation. We value ********************* patronage and hope for a swift recovery for her husband.
  
  Feel free to reach out to us with any further documentation or information you may require, and we will do our best to assist promptly and compassionately.
  
  *******************************
  Director of Marketing and Internal Operations
  La Mer Beachfront Resort
  ***********************************************************

  Customer Answer

  Date: 09/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I received a call directly from the business on 9/14 requesting the documents.  I sent them directly on 9/15 and La Mer agreed to refund me the full amount paid for the reservations.  I am very satisfied that La Mer Resort understood my situation and worked hard for me to get this situation resolved 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  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.

  This hotel would not give us a refund after we sent a doctors note at their request showing that my son had *****. We were not able to travel with a sick child, and despite the circumstance, we were not given any leniency. The hotel requested a doctors note and decided against the refund, they even asked for a positive test result which I was happy to provide. When I made it clear I could provide this, they still decided against the refund. With RSV, the flu, and Covid being such a grave concern for parents of young kids, if you have kids and need flexibility, please do not book here. Things happen and this hotel took our money even though the circumstances were out of our control. We will not be staying here in the future.

  Business Response

  Date: 01/06/2023

  We appreciate the opportunity to address the concern stated below. We understand you were requesting to cancel your reservation and receive a waiver in the cancellation policy due to unexpected illness in the family.
  Our cancellation policy states cancellations inside 14 days of the arrival date will result in forfeiture of the first night deposit. When you reserved your stay on 11/06/22, you agreed to all policies and left a first night deposit to secure the reservation. Unfortunately, when you called to cancel the reservation on 12/27/22, you were inside 2 weeks of your arrival date.Our policy does not have exceptions for illness/health concerns, including COVID-19. This policy is stated prior to booking and stated on your confirmation letter you received after booking your stay.
  Our representative requested a doctors note and offered to have this reviewed by management. Unfortunately, due to your reservation being due to arrive inside 2 weeks of arrival and the agreed upon policies at the time you booked the reservation, you were responsible for the cancellation penalty. Considering our stated policies, it is recommended for any traveling party concerned with last minute cancellations to purchase third party travel insurance. Guests also have the option to book a reservation under our Best Flexible Rate which allows cancellations for any reason without a fee or penalty up to 72 hours prior to your arrival date. We hope this answers your concern and wish a quick recovery for your family member.