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:08/06/2024

  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.

  Hi, my name is ********************* and I recently stayed at the blu Atlantic hotel in ************, ** on Saturday August 3, 2024. I was a victim of assault by a guest throwing me in the pool. The cops were called and even though I was a victim in the situation, which Im sure you have on camera, your staff member said everyone involved had to leave and called the cops and they ensured everyone left. I feel that its not fair that I had to drive home almost 3 hours away being that I was the one who was assaulted. I would like a full refund for the hotel room that I didnt even get to use and also I would like my deposit for the room back as well.I lost my phone so I dont have access to a number right now so please email me back at this email address which is: [email protected] spent like $300 on the room itself and they took an additional $150 for my deposit that was suppose to be refunded since I didn't destroy the room. I didn't even get to enjoy the room so I feel like I should at least get my deposit back.

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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 am writing to lodge a formal complaint against Blu Atlantic Hotel, located in ************, **, for fraudulent billing practices that occurred during my recent stays.I had two separate reservations at Blu Atlantic Hotel for three-night stays: Sep 17 - 20 2023 and Oct 29 - Nov 1 2023. These bookings were made through GOCRV, a booking company, and I had fully prepaid all 3-night hotel and resort fees. Despite this, upon check-in for each stay, I was charged an additional fee of $33.90, which was explained as an "Expedia Booking Fee." I wish to highlight that my bookings were not made through Expedia.The hotel has changed their explanation about the fee multiple times but each still points to an overcharge:1. During both stays, I was charged $33.90, which the hotel initially claimed was for Expedia Booking fees. In this scenario, the $33.90 charged for each stay appears to be a fraudulent charge, as I did not book through Expedia.2. I disputed these charges with my credit card company. In response, Blu Atlantic claimed that the $33.90 charge for each stay was for a room upgrade, however, each upgrade was a separate transaction of approximately $100 for each stay. This makes the $33.90 charges unaccounted for and again points to fraudulent billing.3. Upon further challenge, Blu Atlantic's third explanation was that the $33.90 was a resort fee. However, my folio statement clearly shows that I had prepaid the resort fees for each night.The additional $33.90 charge on the statement, labeled as resort fees, is inexplicable and, by their account, redundant.Given the inconsistent and changing explanations by Blu Atlantic Hotel, it is evident that the additional $33.90 charged per stay was unwarranted and deceptive. I am seeking a refund of the total amount of $67.80 (two charges of $33.90) that was wrongly charged to me. I also request an investigation into Blu Atlantic Hotel's billing practices to prevent future guests from similar fraudulent experiences.

• Initial Complaint

  Date:09/06/2022

  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.

  I booked a hotel stay here for AUG 3-6. The hotel could not accommodate my family after I reported the mold and roaches. They offered a refund yet told me i could get it once i reach out to the company manager by email. They will not respond to me. It's been over a month. I paid $524.08 for this dirty nasty u safe hotel that is not up to code. The third party i paid keeps getting a refund denial from the hotel.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/07) */ We actually did move the guest to another room after complaining of mold. The guest approved of the new room. We have had our pest control company look into the rooms with no findings of any infestations. Guest did try to contact stating us and Expedia stating they had cancelled the reservation this reservation is still active through Expedia. The guest stayed the entire stay, so we are a bit confused with this complaint. We do frown upon guests not stating the truth with complaints/reviews. Consumer Response /* (3000, 7, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel manager Jennifer is a liar. after being told we had to wait for another room roaches were found immediately upon entering the second room we were then told again we could not to be accommodated a refund was offered once I left the town the refund was denied myself as well as others have posted infestation in your hotel tons of mold in your hotel. Jennifer herself saw all of the mold in the room and apologized and said that they are in the process of renovating. bottom line is the hotel manager and her staff are liars they are shady and they are taking peoples money whom who did not stay and pretending that there is no roach problem. beds are broken rooms reek of mildew filled with sand toilets leaking into the next room units full of roaches. give me my refund and stop lying. Business Response /* (4000, 9, 2022/09/13) */ Upon fixing the first issue with this guest, I walked them into the another room and they were happy with the new room with no issues. I am a bit confused with this statement that I am a liar? The guest did walk into the new room with me and accepted the new room. Shame on them. Kindly, Jennifer E******, General Manager Consumer Response /* (4200, 11, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) MY ISSUE WAS NOT FIXED. YOUR STAFF INCLUDING YOURSWLF ******** MADE IT SEEN AS IF I AM CRAZY AND THAT THE UNIT WAS NOT IN SHAMBLES. YOU DID NOT ACCOMMODATE US. HOW CAN YOU ACCOMMODATE FOR ROACHES, DIRT, BROKEN BED, & MOLD THAT YOU ALL DENIED? I WAS TOLD THERE WAS NOTHING THAT COULD BE DONE. THE TOILET FROM THE UNIT ABOVE WAS LEAKING INTO OUR BATHROOM WE WERE TOLD AGAIN WE CANT BE ACCOMMODATED. YOU ARE A BAD LIAR AND ITS LOTS OF PEOPLE LIKE MYSELF HAVING THIS SAME BATTLE WITH YOUR SHABBY MOTEL

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair 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.

  Good Morning, I would like to file a complaint on Blu Atlantic Hotel in Myrtle Beach, SC. I am from VA ,went to visit Myrtle Beach on June 17th. I booked my hotel through Booking.com on June 16th for 596.64 for Blue Atlantic Hotel. I was aware that this hotel was a non refundable hotel. The problem is when I got to the hotel on Friday June 17th about 10:30 10:45 pm. I was advised that anyone of age of 18 was required to provide and valid ID or Drivers License in order to check in the room. The other party did not have their ID but the hotel was not in their name from the beginning. The front desk rep I believe her name was Mandy was not the kindest person when attempting to check in. She stated they had recently had a incident with Law Enforcement few weeks back and that this is a law that anyone of age of 18 has to have a ID. I had driven 5 hours in the rain to get to Myrtle Beach to not be able to check in my hotel that I had already paid for and not to mention was not aware of this so called Law that she is stating. Told me I had to cancel because I wasn't going to be able to stay in the hotel. So I immediately called booking.com because that's who I booked through to try and resolve this matter. I canceled the booking while driving around for two hours in the rain in a unfamiliar state looking for another hotel room at 1am. I have called Booking.com and the Hotel basically every day trying to get a refund due to the lack of information being provided on Blu Atlantic website and in booking.com property policies. If I knew that having a id to check in that particular hotel I would've booked with them, Doesn't make any sense. I called the next day asking for management that is NEVER there. They gave me a email they stated the GM responds to , she did respond stating that its per law, that's it never apologize for the inconvenience or anything. I have been calling booking and the hotel to have the cancelation fee waive and the hotel is not responding and refusing.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/06/28) */ The SC innkeepers act does state rules and regulations regarding ID's and License plate numbers. Just like if you were to fly all ID's must be present. The front desk agent was only following protocol. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the SC InnKeepers act states that, then the business and the 3rd party site should make sure that information is provided at the time of booking. Also , that information should be visible on the hotel website and on Booking.com app where it states property policies. When you book in the app, it does not state that in the property policies. Nor is it on you all website. Booking also confirmed that it isn't present or visible. They advised me that when they have hotel doing business with them, they send the hotel a form to fill out to make sure they provide all the necessary details on the form so Booking can have that in their app when customers book with them so they are aware. I have stayed in SC plenty of times have never had to provide my Drivers License when the hotel was not in my name. I am from Virginia and that is not a requirement here. Over all I would like my refund because either way I did not stay in that hotel nor was the required information provided correctly prior to booking. I will fight this until I receive my refund , because I feel this is a very unfair situation and I do not feel as if this situation is being handled properly and professionally. Consumer Response /* (3000, 10, 2022/07/13) */ Good Morning , I am responding back to the complaint that I have filed with the BBB. I understand that the booking was non refundable, due to the circumstances I was unable to stay in the hotel for the time I booked for. Originally I was looking to receive a full refund , I realize that may not happen . I will accept paying the cancellation fee but I would like to receive the remainder of the funds since I did not stay in the hotel and I canceled the same evening . If that is possible I would appreciate it. Thank you , Ms . ******