ComplaintsforTides Folly Beach
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Complaint Details
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Initial Complaint
05/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On behalf of Yvonne & Richard S***** Issues with room & furniture condition, moldy trim, dirty curtains (black), AC unit spitting out small black particles I likely inhaled overnight (I have samples and if it wouldn't cost me $1000 locally to have them analyzed I would do so), the AC unit was held together w/mastic tape, outlets so loose we had to twist our charger to get continuity between prongs & receptacle slots & was likely fire hazard, bathroom moldy & in terrible shape (wife & I are both allergic to mold), bath fixtures loose, rusty & sharp light fixture, furniture looked like it was discarded garbage day refuse, toilet was not secured to floor, etc. Made staff aware and was offered a smaller room for the same price & we declined in favor of pursuing further action. Room not serviced when ALL others on our floor were so had to wait for toilet paper, towels & such so we lost out on a great deal of our day 2x, towels were terribly thin & we did not receive enough (3) vs what ads show. Abysmal room & experience & if we weren't more than a reasonable distance from home (15hrs), I would have left. Reached out to site management via an email acct I was provided & via front desk staff but never responded. None of the preceding is reflective of what Tides website presents & borders on bait and switch or simply blatant false advertising. The staff acknowledged our room was old and scheduled for a redo, well I am not happy that we had to pay for sub-par quality and that Tides Folly Beach kept that room in service for customers in the first place. Tides Folly Beach, 1 Center St., Folly Beach, SC 29439, United States, Room# ***,Folio 63753,Confirmation# *********, Arrival 3-21-23,Depart 3-24-23,Refund of room price charged $662.15 & reimbursement for cost of particle testing of the black particles I was exposed to in this room & likely inhaled/ingested. I will pay for billed room taxes, resort fee, etc. listed on the original bill.Business response
05/15/2023
As a hotel that prides ourselves on the standard of service we provide, we are extremely sorry for the experience the S***** family has shared here. After looking into the issues, it would appear that we not only dropped the ball on stayover service, linens and some maintenance issues, but we also did a poor job in responding to the initial email. We have refunded the entire stay back to the family and have extended an offer for 2 free nights stay so we can make this right. Please feel free to reach out if you have any more questions.Customer response
05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20037627, and find that this resolution is satisfactory to me.
Sincerely,
Yvonne (& Richard) S*****
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.