ComplaintsforSeaHorse Oceanfront Lodging

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my husband stayed at the seahorse oceanfront lodge for our baby moon on July 6th for one night, so we left the morning of July 7th. The front desk staff were kind and courteous, when we got to our room we were super impressed, we paid for the king suite with a jacuzzi, everything looked great until i went to take a shower. There was hair on the wall, which isn't a huge deal i was a housekeeper and i understand you can get EVERY SINGLE hair. It wasn't until my husband was sitting on the bed that he noticed all this black hair on the bed, like long black hair, it was just weird ive never seen that amount of hair in a hotel room even after someone stayed in it. We went to tell the hotel stay the next morning and they were kind but they just ended up telling us that we should have called which would have been like 11pm we were so exhausted, it didnt feel like the issue was resolved at all, id love to give this lodge another chance but we are really disappointed in how this was handled it was our first time here..

  Business response

  07/07/2024

  We are looking into this complaint.  We need to gather more information at this time.

  The Sea Horse

  Customer response

  07/07/2024

   
  Complaint: 21952796
  

  do you need information from me? 
  
  Sincerely,
  
  ***********************

  Business response

  07/26/2024

  The guests did not contact us about any problems until they checked out.  They used the room.  We were unable to verify any of the information contained in the complaint.  If the guest had contacted us that night, we would have done everything we could to fix any problems or moved them to another room.

  Customer response

  07/26/2024

   
  Complaint: 21952796
  
  I am rejecting this response because, as previously stated we weren't back and attempting to use the shower and bed until 11pm. Im pregnant and it was not worth the wait. We paid for the room to be ready at 4pm and it was not, a lot of money actually. Ill never book at this lodge again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When we originally called the hotel they described it as this paradise. When we arrive to the room it had food on the floor, blood stains on the carpet, holes in the wall, disgusting bed, broken sinks and a dirty bathroom. We asked to be moved and they moved us next door. Where the wooden deck was broken and the walls were covered with mold. It was one of the worst hotel experiences we have ever had. My fianc and I travel full time in a converted bus and stay at hotels often. We have never had this type of issue. Especially on a hotel that cost $257.22 for one night. We literally struggled to sleep with the odor in the room and had to leave the balcony door open all night in 40 degree weather just to be able to breathe. I have pictures to prove this. We called the hotel to speak to the manager and woman claimed the manager wasnt there and did not know when she would be. I called back a few hours later and the employee said they would put the manager on the phone. IT WAS THE SAME WOMAN WHO SAID THEY DID NOT KNOW WHEN THE MANAGER WOULD BE IN. She hung up on me and wouldnt even let me express my concerns.

  Business response

  05/14/2024

  On Saturday May 11, 2024, ********************* checked into Room #***.  Shortly after checking in ********* called the office to say that the room was not very clean (not vacuumed well) and had a strong odor.  He was worried that his pet would be blamed for the odor.  I told him I could have someone come up and reclean the room or he could move to the same room type, just a few doors down.  He mentioned that he had been told that his was the last pet room available, but I told him it was ok for him to have his pet in the new room.  He came over and we exchanged keys.  That was the last I heard from him.  He did not say anything about the new room. 

  HE STAYED IN the room, and when checked out he did not say anything. 

  Customer response

  05/14/2024

   
  Complaint: 21708927
  
  I am rejecting this response because:

  If I said anything to them at checkout, they would of lied like they did on the phone and said the manager was not there. It would not of made no difference, they do not care about the customer. They are grifters and if you check the reviews online you will see that many customers have dealt with similar issues. The lying and deception from this place is almost overwhelming. There is literal mold, broken BALCONY and blood in the room, the health inspector should shut that place down and I will be reaching out to them as well.
  
  Sincerely,
  
  *******************

  Business response

  06/10/2024

  On Saturday May 11, 2024, ********************* checked into Room #***.  Shortly after checking in ********** called the office to say that the room was not very clean (not vacuumed well) and had a strong odor.  He was worried that his pet would be blamed for the odor.  I told him I could have someone come up and reclean the room or he could move to the same room type, just a few doors down.  He mentioned that he had been told that his was the last pet room available, but I told him it was ok for him to have his pet in the new room.  He came over and we exchanged keys.  That was the last I heard from him.  He did not say anything about the new room.  ********** has attempted to receive a refund several times and has been told that, since he stayed in the room and did not let us know of any other complaints until after his stay, that he would not receive any refunds.

*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. ↩