ComplaintsforEmbarcadero Resort Hotel

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Room 233 Sun 4/2-Sat 4/8: Garbage disposal broken, malodorous. Bathroom malodorous, smelled like mold. Mirrors in bedroom had greasy handprints & multiple greasy smudges. HK entering adjoining room #*** above, slamming doors, stomping up/down stairs daily. No spatula, dish sponge or dishwasher detergent in the "fully equipped" kitchen. Crumbs/food were under the dining room table. Glass covering bedroom furniture dirty, smudged/streaked with something. Mattress uncomfortable. Stackable TV trays in living room were dirty/sticky of something unidentifiable. No tongs at the crab cooking station & were not delivered when we requested them. Maintenance was very rude. HK barged in our room every morning when we had to initial for a specific cleaning time (1-3) when we checked in & they STILL did not adhere to the time when they were kindly reminded. We had to pay for our entire stay up front during checkin & when I made the reservations staff there quoted 1/2 down at checkin, the other 1/2 at checkout. We paid for 6 nights & on the morning of our 6th, last paid night there, HK knocked on our door & tried to enter multiple times while we were sleeping then maintenance unlocked the safety lock on our door, came into our room & told us we had to be out with new guests standing there, looking into our room. NO PHONE CALL! THEY HAVE MY NUMBER, THERE'S A PHONE IN THE ROOM, THEY UNBOLTED OUR DOOR, BARGED IN ON MY SON WHO HAD BEEN FRIGHTENED ALL WEEK WITH SOMEONE BARGING IN OUR ROOM WHILE HE'S SLEEPING 2 FEET FROM THE DOOR ON A FOLD COUCH! When we did voice our concerns on our last day to GM/*****, she laughed at me & finally offered 20% off our stay. We received approx $139 off of a $1400 *********** made an additional $10 charge to my account with no explanation as to what that charge was for. They falsely advertised ********************** then laughed at our valid concerns & have not adequately compensated for compromising our privacy/safety stating "We're not perfect."

  Customer response

  04/17/2023

  From: ********************************** <**********************************>
  Sent: Saturday, April 15, 2023 2:51 AM
  To: Info <**********************************>
  Subject: Message from BBB.org

   

  This email is to inform you the reported issues with Embarcadero Resort, complaint #********, has been resolved. Thank you, ********************

  Sent from ******************************* (*******************************)

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We stayed at the Embarcadero Resort in Newport on Tuesday night (December 21) for one night in room 418. The reservation was under ******************* and I purchased the night through Groupon. When we checked in, the front desk attendant did not understand how to process the reservation and ended up charging me for the night despite my having already paid for our night via Groupon. He and the other woman attendant did not seem to know how to process the Groupon reservation or how to void the incorrect charge. He called a manager and assured me that I would receive a call from someone the following day to correct this. I called the desk in the morning to see if a manager was in and was told that the manager was not due in until "after 4pm". When we checked out, I checked in with the desk attendant (separate from the first two who had assisted us the previous day) who said it looked like the Groupon had been applied and that I shouldn't receive a charge. He gave me an email address for the manager and suggested I contact her via email. I never received a call from the resort and the charge from our room has posted to my master card. Now I have double paid for this single night. I emailed the manager at *********************************************************** on 12/23 asking that the incorrect charge be refunded. On 12/27 I called the resort again and was told that no manager would be in but that a desk lead would be in "after 1 pm" who would be able to talk with me. I asked if I could leave my name and phone number and was told I should call back. When I called back after 1, I was told that this person did not show up and was given a slightly different email. I resent my message to this new email "******************************************************************" but received a message from saying this email was undeliverable. I am dismayed that a manager or at the very least someone capable of processing a simple refund is unreachable. This needs to be corrected immediately.

*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. ↩