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:04/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I booked through a third party for and oceanfront room it was from 4/01-4/05 when I arrived at the hotel I was told my reservation was canceled that morning I booked weeks ahead. I also was told that they didnt have any oceanfront rooms available I would have to get a pool view I paid 361 for the room and when I checked out I was told my 54 would be put back on my card 4/08/2024 today I called and they said I dont get a deposit the room was 49 a night can they steal my deposit

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Booked a room for 4 night stay. And the horror began. Your staff is rude. Upon arriving I was told the entire hotel was smoking which is not indicated under amenities or the hotels description. Unacceptable. I booked through third party and requested nonsmoking or a phone telling me that was not possible. I had driven 5 hours and could not find an affordable hotel to accommodate me and 4 other people. So, I spent one night in this horrible place which was a big mistake. I was charged 3.5 % fee for using debit card and $5 for a room key. None of this is indicated on their website. Unacceptable. Upon entering the room it smelled of sour milk. The sheets were stains on both beds. I requested another room and was told there were none available. I asked for the beds to be changed and was given sheets and told to do it myself. Unacceptable. Then roaches and spiders were crawling all in the room terrifying my kids. Unacceptable. I paid $161 for funky dirty bed, and *****/spider infested room. A refund is in order from Bermuda Sands. You are false advertising the condition of this hotel and not making people aware of your extra fees before they book. That is unprofessional and your property needs to some serious help as it is disgusting and not worth any amount of money to stay here. We were afraid to sleep here and would have left if I could have found another affordable place to stay that would have accommodated us for the night. We laid on top of the bed covers with nothing afraid to close our eyes.

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Was just there a week ago the staff was rude hotel nasty and the rooms half vacuum there was bugs and didnt make sense how nasty the bathroom was bathtub nasty dont no when the last time it was clean toilet was nasty no coffee maker in room pool area nasty they dont even clean around the outside of the hotel I didnt even take a bath was scared to and whats so bad I have stayed there many times and never had to deal with we did worse birthday weekend every they wouldnt take my money I had to pay with a card but I watch them let others pay with cash I can go but not and trust I will never spend anymore money with yall and will never recommend anyone else I no to stay but them rooms could use a upgrade and a lot of people that was there when I was talk about your staff and hotel but yall gonna lose a lot of business

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The room is not ocean front and we were told it was. We ended up with cars in front of our room. The room was dirty and I did take pictures to back up my accusations. They refused to refund my money.

• Initial Complaint

  Date:01/29/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The king standard room we purchased smelled of cigarette smoke upon entering the room. The ** unit was almost as loud as the *** The advertised jacuzzi did not produce any bubbles. The receptionist said that it had been out of order for more than two weeks! We were not given this information before we purchased the room and yet the jacuzzi experience is what my wife and I enjoy the most while staying in hotels. We come every year and look forward to the jacuzzi and to come to this hotel and it was not working properly was very disappointing. The pillows are flat and worn out.Other than those things ultimately it's just a beautiful view of the ocean. This is also a review that was given. I would appreciate if someone contact my husband and I about this service.I have been calling and emailing the hotel about issues for the past 2weeks and yet I have not received a response.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We booked a room on hotel.com on 9/17/22. We were quoted a price of 205.66, this included a $28 resort fee. Upon arrival, we were given a bill with price of $226.96, of which we received $10 for returning our room keys at check out. The office wasn't the best but the further we walked the worse it got! It said non refundable so we went to our room, the bedsheets appeared clean, so we went to change clothes and walk around. Upon entering the room, my granddaughter tried to turn on the light and it didn't work, she looked around and found the light wasn't plugged in and proceeded to plug it in. So we changed, walked out on the balcony to look around and noticed tons of cigarette butts all over the place, trash thrown all over the bushes, a woman walking around digging around in the bushes and around the hotel, and came back with a purse and her hands full of stuff! We left and came back around 9-9:30. My granddaughter went to get ready to go to bed which is when we realized there was black mold in alot of place, but when she proceeded to get into her bed, it was soaked! She did a video of the water running from the ceiling down the wall and headboard and over on the bedside table where the lamp was sitting, onto the bed and floor. We immediately called the office, to which we were told, she had no rooms available and had no authority to give a refund, but Dave would contact us, we have yet to hear from Dave! I also contacted hotels.com, and spoke with 2 different agents who also couldn't get in contact with anyone! The safety of their guests is definately their responsibility and obviously they knew, which is why the light wasn't plugged in! With a false implications of a $28 resort fee? I feel a full refund is a small price to pay for a refund, as opposed to a law suit with what could have happened to my granddaughter. This place needs to be inspected before something happens to someone, this place is totally dangerous and should be shut down, if not fixed!

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We just rent one of you room this past weekend 8109. Dates 8/19 8-21/2022 We rented the room from Thursday to Sunday. One we arrived Thursday after getting into the room we noticed the desk the shower wasn't working. They told us mantiance would come by. No one came Thursday. I went back again on Friday no one came all day. Around 730pm I went back to the desk and the lady at the desk had an attitude and said he had been on a call all day. I told her the shower hadn't worked the entire time we had been there. I'm sure if the cleaning person would actually clean the the tub they would have noticed. The tub had alot of sand in it when we arrived. The mantiance guy finally came around 830 and wanted to fuss saying we should've ran to the front desk all day until it was fixed. I explain to him I had been up there and told the ladies. Totally unfair to us considering we made a almost 4 hour trip to enjoy the our beach time. So he was still unable to fix the shower and left the water running in the bathroom all night long. Which made my night miserable, from the sound of running water all night long. Finally on our last day to stay, the Hispanic guy came that morning and was able to fix it. I'm very grateful considering we hadn't shower in 2 days. I feel it's fair to ask for a refund of some of our money. Since we went without a working shower and no water to run in the tub for 2 day. Also I feel if the people at your front desk don't like their job they might need to find a new one. The lady at the desk Saturday and Sunday was super polite and inviting. She didn't make me feel like she was over looking me and helped me right away. This was my first time in years going to myrtle beach, and my first experience at your hotel. In the future I would love to return when I'm able to do so with my kids. And I hope I have a better experience. Your time for reading this is greatly appreciate. Trust me I work in health care myself, I understand stressful times.

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Completely filthy.. vomit down side of bed, what looked like semen on bed, bugs, homeless man's shoes outside of door that housekeeping refused to pick up and said they were there for over a week, carpet in hallways filthy with dirt and trash. Tried calling manager refused refund was yelling profanities and told me to take my a$& back to Ohio

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  July 23 2022 Friday evening my wife bought us a room from this hotel for the weekend. Upon arrival after paying for the room, we head to the room and open the door to rusted ceilings, holes in the bathroom door, holes in the floor borders, carpet tore up, and damp sheets and blankets on the bed. Including the portable air conditioner coming out of the wall and the vent box coming out of the floor like someone pulled it up. My wife went down stairs to see if we could get another room because the air conditioner wasn't on til I pressed the reset button on the cord. The maintenance man came I told him what was wrong and how I found how to turn on the air conditioner. My wife came back and we looked over the room then my wife started to freak out. We went down stairs to tell manager and desk clerks, they said they couldn't move us to another room. We asked to leave and told them what was wrong and they called the maintenance man back I told him everything. While we were talking he kept cutting me off saying why I didn't tell him what was wrong with the room til now and I constantly told him time and time again we just found all this stuff wrong with the room. He proceeds to cut me off saying we were in the room for 20 minutes and I asked what does that have to do with what is wrong with the room. He started to accuse me for the damp bedding and tried to convince me the bedding was dry when it was obviously damp. My wife comes running up stairs to me telling me that the desk clerks harassed her calling her names after I left. She said they called her a Karen and started talking to each other calling her a b word for complaining and said to they knew we would complain about the room knowing the condition it was in. After he the maintenance man left because I told him don't worry I'm making a complaint, my wife breaks down crying in my arms cause this was suppose to be our honeymoon weekend. We go down stairs for the last time after showering and packing up and check out.

• Initial Complaint

  Date:06/20/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We were charged right at $400 for a room that was not worth more than $25 a night. I don't understand how this property can still be in business due to the filth and code violations I took pictures of. This place should be shut down! DISGUSTING!