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:12/16/2024

  Type:Billing 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.

  The charge of ****** + ***** was addedto my credit card. I never made the reservation. I disputed the charge with my *********** The ***** charge was removed but the ****** was not. After the dispute my ** sent back the documneation for the reservation which has a name of someone else diffrent from me. I am the only person on my credit card and I find it strange that one charge but not the other was removed. When I contacted the listed hotel I was told it is privately owned and that it is up to the owner. I left all of the information with the hotel and my credit card but have not received Justice on this matter. It's ironic that the charge was not removed perfectly from my ********** considering the booking information does not contain my name. This is fraud and abuse, stealing and identify fraud on the part of the hotel/owner.

  Business Response

  Date: 12/26/2024

  The misspelling of the name (********** *************** instead of ****** ***************) is on the part of whomever booked the reservation and the name they entered at the time.  The phone number we have on file and the phone number of this complainant match, along with the credit card holder.  The reservation was cancelled two days before arrival.  Our policy is that reservations cancelled this close to arrival date are non-refundable.  This policy is also made known to all guests booking with us, whether on the phone, on our website, or with the 3rd party agencies that we work with.  Unfortunately, we are unable to issue a refund to Ms. *************** for this cancelled reservation.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22682950
  
  I am rejecting this response because: I did not make a reservation and there should have not been one from the get go. I do not understand how my card information was even used. If I reserve anything it is done under my name therefore this charge is not my responsibility because I had no knowledge of it and I did not do it. Last, why was there one charge removed and not the other?

   

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/26/2024

  You will need to contact the 3rd party that you booked through directly for any further clarification on the charges and/or refunds.  They will have the information on how/when the reservation was booked through them. 

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22682950
  
  I am rejecting this response because:
  
  Again, there is no misspelling because I did not book the reservation and I have no knowledge of who did or how it was even done. I do not know if there was a technology issue. I do not accept responsibility for this charge and I consider it fraud.

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/26/2024

  Type:Delivery 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.

  Haven't received security deposit!

  Business Response

  Date: 11/26/2024

  The $200 security hold per reservation is not a charge and therefore will not show as a refund. The hold is released by your bank and will no longer show as "pending".  I have confirmed that security holds for both of your reservations were released on our end.  If you still show as pending, please contact your bank.  

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair 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.

  We checked in on 8/2 and checked out two days early on 8/3 because the conditions of the hotel were far below expectations. But my biggest grievance is I have not been refunded my $200 security deposit. The hotel gives you an option of paying a nonrefundable $40 for any damages, etc., or $200 refundable charge. Their website says A $200 credit card pre-authorization is required at check-in. Pre-Authorization, less any charges, released upon check out. Availability of funds may vary based upon your financial institution and account type and may take 10+ days. We checked out over 30 days ago. *** called, left voicemails, and submitted comments on their website. I havent been able to connect with anyone. Im not asking for a refund for the nights we didnt end up staying, but I more than deserve my deposit back.

  Business Response

  Date: 09/05/2024

  I left a voicemail for the guest.  The security deposit is just a hold on the funds.  It will show as "pending" on the bank account.  Once it is released, there will be no "refund" because it isn't a charge.  The hold will just drop off.  I've left my phone number on the guest's voicemail in case she has any other issues. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22242247
  
  I am rejecting this response because: if the security deposit is not included in the amount, then I was charged incorrectly. I called back and left a voicemail.
  

  We initially paid $397.65. Then we paid $679.60 at checkin for a total of $1,077.25. 
  

  I received an email before checking stating my total was $935.89. Add parking (12x3) and credit card fee (2.5%) the total should come to $996.16. 
  

  What is the additional $81.09 I was charged?
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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 have had the worst experience ever with this resort. My family and I booked a 3 night stay here for this weekend over 800$ with hotel.com! We had to cancel due to the state of emergency with the hurricane coming. The 3rd party rep has spoken to captain ********************** front desk 3 times and sent 2 emails and I have spoke to the most rudest uncompassionate front desk associates at least 4 times. They have yet to issue me a refund and keep telling me they don't issue refunds which is absurd. No one is keeping 800$ of my hard-earned money and I have 5 children!! Then I finally spoke with one rep, whom was ******* me off the phone claiming, finally said said I would get a partial refund with a email which I have yet received an email for that, and that i needed to contact the manager who was apparently one of the rude ones i spoke to yesterday; but with the inconvenience of the weather and these unprofessional agents a full refund should be sent out. Nobody has yet to contact me nor an email. This is ridiculous. At this point I want to speak with corporate. I will not sit there and allow $800 to get taken from me.

  Business Response

  Date: 08/08/2024

  Good morning.  I am happy to report that we did not receive any damage from the storm.  We did have some rain and wind but nothing has affected our operations at all.  We are fully open and looking forward to your visit this weekend. If you do decide to cancel, we cannot approve refunds for your reservation which is in only two days.  I would encourage you to book directly through us going forward as we do offer Vacation Interruption Protection that allows for full refunds until 4pm the day of check-in.  If you have any questions, feel free to contact me at ****************************.  We hope you will decide to come for the weekend.      

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22110226
  
  I am rejecting this response because, when I spoke to a captain ********************** representative to pay the rest of a $811.00 stay noone told me this wouldn't be non-refundable. I still have yet received an email stating I would get a refund at all. Not only that the front desk are so busy not doing their job and laughing with each other then actually speaking with the customer on the phone. When I spoke to Myrtle ***** visitors office they said the hurricane will be bringing floods and horrible storms there and the ***** will be non swimmable. I have 5 children. One whoms birthday is this week. I cancelled to keep my family safe and plan something else for her birthday. But you guys have yet to show any type of compassion. Then I was not even aware about a VIP payment when i spoke with a captain ********************** agent! They were so busy ******* me off the phone. I encourage you guys to be more polite to people as you don't know how hard they work to pay for things like this for their children. I still have yet seen even a partial refund or email. But a full refund should be considered due to what I've had to deal with.
  
  Sincerely,

  **************************

• Initial Complaint

  Date:07/22/2024

  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.

  We recently stayed at Captains Quarters Resort 7/15 thru 7/18. On 7/16 we were told we had to move rooms because of water leak. We were accommodated with $75 food card at the ***** next door. My daughter had bugs in her food. We returned to front desk lady continued to say its for food! We said we are not eating there. I asked can you just refund her ***** she replied yes! They charged it again they didnt refund it. My daughter caught the charges! We moved to another room Balcony patio door fell off twice bathroom light over sink doesnt work! Filthy sheets we asked for clean sheets my Daughter *************************** Had go the desk an get them herself! At checkout my daughter negotiated charges on her card! It should be refunded an this facility should be inspected! Ive been visiting ************ since I was 17 yrs old! My kids planned my birthday trip! We were told this facility had fire an has had hard time recovering! This information was shared at checkout.

• Initial Complaint

  Date:07/17/2024

  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.

  We checked into this hotel on Saturday July 13th. Once arrived, I didnt like the room but I could tell that they possibly had nothing better. I immediately took the kids to enjoy the pools. We also bought our own pool towels and face cloths. After the pools, I took the kids to the room for the evening to wash ******* off, we found that the towels had not been changed out. They were refolded and hung from previous guest. They had huge yellow blobs that looked like boogers as well as blood on them and dirt spots. We packed up about 7p and went to the office to check out. No one was at the desk. I waited for a bit. The rep was inside a small area doing something on her phone. When she finally realized we were there, she told me to drop my keys in the box and that I didnt need to check out which I didnt trust but did as instructed. I always use Marriott but went to this location because I thought it would be great for the boys. Usually if a guest is leaving the same day they arrive, ******** will ask if something went wrong. This hotel didnt even care and went back to do whatever she was doing in her phone. The room was not used at all besides placing our bags in upon arrival. We were definitely not going to lay in their beds after the filth. The bedding had a huge yellow spot on the bed skirt and there was tried food in the table and crayons under the dresser. This is extremely disgusting and unhealthy. Not to mention the toilet had urine stains.

• Initial Complaint

  Date:07/15/2024

  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 was at this facility June *****. I was told there was a $150 hold put on my card that will would be refunded once I checked out. I still have yet to receive the money. I have tried multiple different times and ways to get in touch with someone and no one will answer me or respond.

  Business Response

  Date: 07/15/2024

  Good afternoon.  The $150 security hold is released upon checkout as long as there is no damage to the unit you rented.  The hold can take up to 10 business days to drop from your bank account.  It is not a "charge" so you will not see a "refund".  The "pending" amount of $150 will disappear from your bank account once the authorization is released.  Since you checked out on June 23, the hold on the funds has been released.  There were no charges for damage and the $150 authorization was released in full.  Please feel free to contact me if you have any other questions at ************.  Thank you! 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21983416
  
  I am rejecting this response because: This is VERY misleading and not at qll how it was portrayed to me upon my stay. If it was such a simple fix, why did no one ever answer the phone or respond to my emails when I was questioning. Your location was NOT that busy as to not get back in touch with guests. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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.

  We've been staying at Captain's ********************** for 5 years with excellent review and experience until this year 6/9-6/14/24 that night I heard a gurgling in the kitchen and went out to see and it was water coming up from the sink drain that smelled like pure sewage it happened several times during the night in the morning I called downstairs to the front desk and they sent somebody up about 20 to 30 minutes later it took six guys all coming up a different times to verify the smell and a gurgling which happened while they were there(two of the guys actually had to hold their nose and cover their mouth to keep from choking on the terrible smell) one maintenance guy kept on coming back every 10 minutes saying why haven't you been changed to a new room we need to get it fixed apologized for the smell and the poor service getting a new room after contacting the front desk and requesting a new room was told it be just a little bit The smell was making all of us nauseous and we packed up and sat and waited expecting a prompt room change 6 hours later we finally got a room that was supposed to be an upgrade it had a much smaller bathroom with a window at the shower that you could see out of and people could see in from the bedroom and the balcony when you took a shower we had four beds in the previous room but only three beds in a new room we had a big table in the old room but a very small square table in the new room we had two large dressers with a total of 12 drawers in the old room this room had one dresser with three drawers we had to live out of our suitcases which was very inconvenient The balcony was very small at an angle and only could fit two people on it comfortably and safely at a time when I asked for some type of refund I was told there's nothing else they can do the front desk manager was very arrogant with no compassion and seemed to insinuate that it was our fault we are in the stinky room and given a smaller inconvenient new room

  Business Response

  Date: 06/17/2024

  There was indeed an unforseen maintenance issue with the plumbing in the guest's room.  The front desk supervisor offered the guest the same room type at our sister property one block away and the guest declined.  They were given the only room type that we had available and they were issued food credit for the inconvenience. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21857589
  
  I am rejecting this response because:

  I was not offered the same type of room with the same basic needs of my original one. I had my 3 grandchildren with me and chose the original  room for the space and the kids pool area..I feel I deserve a refund due to my original basics requirement we're not meet.

  Also,the other motel offered was not kid friendly or had the same amenities as Captains Quarters.

  If I wanted to stay at that hotel I would have made reservations there!

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/17/2024

  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.

  Upon checking in the hotel was filthy and dirty. The check in was horrible no customer service. The pictures looks nothing like the online photos. This hotel was deceitful and dirty. I call to request at the minimum an upgrade but was denied. Was unable to receive an update or a refund.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 had a reservation at Captains Quarters for Apr 25 & 26, 2024 & were told when making this reservation the hotel was fully renovated except for one floor. The hotel was under renovation when we arrived and we were sent to a room with no doors on, workmen working and building materials all over the hallway. We returned to the lobby only to be told our room should not have been under construction and they could give us another room if we wanted. We said we would prefer to stay somewhere else. We were told our deposit of $178.42 U.S would be mailed to us within 3 weeks, we have a signed receipt stating this and but not received the deposit and have left many messages with them as well as spending hours on hold waiting to talk to someone.

  Business Response

  Date: 05/26/2024

  Guest is receiving a refund check.  This process can take 4-6 weeks.  The guest was informed of this on April 25th.  The check was cut on May 8th and should be signed and mailed to the guest early next week at the latest.

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for looking into this matter for us.  We did receive the cheque this week. 

  Thank you once again for your great communication.
  
  Sincerely,
  
  ****************