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:08/26/2024

  Type:Sales and Advertising 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 vacationed at the Caribbean Resort in ************ for the ******************* Tournament July 13th-July 20th 2024. I have been in contact with them numerous times to discuss reimbursement due to the issues we had during our stay.Ceiling pieces kept falling on my elderly grandma all night long. Attached are pictures. We alerted maintenance three different times, and ended up not being able to use the extra room due to the ceiling falling. Then, the door to the room was rubbing on the side and wouldnt close all the way unless it was slammed. My elderly grandmother was locked in the room and couldnt get out for 6 hours. Maintenance never came and we complained of this issue numerous times. Had there been a fire or an emergency, she would have been stuck. We didnt have any shower curtains on our showers and we booked two separate rooms. Im more concerned about my grandma being trapped in the room for such a long period of time due to no assistance and not being able to slam her way out. I requested a partial refund, they agreed and now they wont answer my calls or follow up emails. I booked two separate condos for this large trip. Room number 1508 and 1708 of the resort.

  Business Response

  Date: 09/01/2024

  The guest had two units at the resort.  One of the units did have an issue, however, we compensated $486.89 which was a little more than the equivalent of one night's stay.  I believe we provided fair compensation for the issues encountered.  The guest also had the option of checking out without penalty and a full reimbursement for days not stayed.  

  Customer Answer

  Date: 09/03/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/12/2024

  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.

  My fiance and I booked a king suit ocean view room at the Caribbean resort and villas in ****************** **************. We drove 14 hours from ** to find our reservation of the 9th floor middle suit was not ready and the hotel then said it wasnt available and gave us a 6th floor end unit which has significantly less square footage and was never touched by the cleaning staff. The shower had what seems to be dry skin flakes in it, the floors were covered in stains and crumbs. The kitchen walls had old dried food stuck to them that was turning black. We asked to have it cleaned and we assured it would be and 4 hours later after we went out to dinner it was still not clean. We asked to move rooms and even pay out of pocket for a larger than necessary took but were denied due to being fully booked. During this conversation the family next to us was upgraded to a larger suit on the house due to the hotel having more availability. The manager said there was nothing she could do. We asked them to clean our room only to wait other hour for the cleaning staff to come tell us it should have been done by the day time staff. They cleaned the floors and showers and left. We were scared to sleep in the hotel room due to the lack of cleanliness. We need a refund this is hirrific. The hotel told us there was nothing they could do to make this right.

  Business Response

  Date: 07/15/2024

  Hello! I apologize for the issues you experienced during your stay. We received your review on another platform as well and asked that you reach out as we don't have a reservation under your name. Could this have been under the other guest's name? Please reach out and ask for me directly. I will be happy to assist. Thank you.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  My family and I stayed at the Caribbean Resort from July 1, 2024 to July 8th, 2024. Upon arrival we checked into our room which had no air conditioning. We alerted the front desk it took them 24 hours in order to come up with response which was to transfer us to another room which also the air conditioning was not working. So my wife and 3 young kids under the age of 8 had to pack all our things and move to a different room. Also during our stay one of the main pools with the water slide and tiki bar were closed due to someone breaking glass in the pool. When I had arrived at the resort one of the outdoor pools was closed and took 3 days to get reopened. On one of our final evenings of being there there was an unfortunate accident that a young child drowned at that pool and we had to explain to our young children why there were so many police there and it caused nightmares for them for days. The floor that they had transferred us to the ice machine was broke and they made no attempt to fix it causing us to have to go out and buy ice for our coolers. On several occasions it would take me calling the front desk begging them to empty the trash or give us fresh towels. I was told that there would be compensation for our time and trouble, and at this point I have left several messages and have called the property management on several occasions as soon as I hear my name they hang up the phone no calls have been returned. This property management company is an absolute disgrace and the property manager ******* *** is an absolute disgrace to property management.

  Business Response

  Date: 07/28/2024

  The ************* Manager ******************** was dealing with during his stay had a family emergency that required for her to leave town for a few days. I spoke to ******************** on 07/12 and apologized for this situation and delay in resolution. We have agreed on compensation which was issued the following Monday 07/15 when I returned to the office. By now, the funds should have returned to the guest's account. ******************** seemed pleased with the resolution and we are very sorry for the issues he experienced during his stay.

  Customer Answer

  Date: 07/29/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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.

  I booked a room at Caribbean Resort and Villas on Feb 22nd, 2024 I was immediately sent a confirmation email and receipt confirming my remaining total of $583.77. Today, two weeks before my scheduled visit. I received an email about my upcoming stay and noticed the remaining balance had change to ******. I was told this was because taxes and fees had been added but this is untrue because the entire subtotal has changed. I believe this to be a bait and switch scam and when contacting customer service they informed that even though they made an error I would pay the new price or have my reservation cancelled. Please be aware and advised of this highly illegal practice.

  Business Response

  Date: 05/01/2024

  There was a change to the rate when we upgraded the guest to a different unit.  This has been resolved and the original amount quoted is what the guest will owe at check in.

  Customer Answer

  Date: 05/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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.

  Our stay at Caribbean Resort was the worst ever vacation/birthday getaway ever. For me to pay over $1000 to stay a week was not worth it, I think i at least deserve some of my money back for all the issues i have encountered. I checked in 9/17-9/24 on the first night of check in it was hectic. We get here and check in we go to the room they assigned us 629 Dominican building, as soon as we went into the room there was a moldy smell and dirty feeling we walked thru and look around the room it was so dirty I started to itch instantly and breakout, I have really bad eczema. The night stand was badly cracked and the fridge had mold on the crack of the freezer, the carpet was so dirty and halfway pulled up at the front door and at the patio door, The lamp on the night stand had really bad rust and the lamp on the wall did as well, there was mold on the curtains really bad in that room, we went back and told the front desk we showed her pictures and she then gave us another key to room 430 Dominican building we went in there and as we walked in i tripped over the carpet at the door it was like bulging up, We went in the kitchen and hit the lights there was roaches running on the counter and sink, I was able to catch a picture of one of the roaches just disgusting. Then went back to the front desk in which ***** the front desk manger gave us another key to the jamaican inn room ****************************************************************************************************************************** the closet. The last room we looked at was kinda decent so we decided to stay in that room 620 big mistake. As we settled in and checked round everything looked fine but as we was laying down after our 7 hours of driving and 4 rooms later, i see something from the corner of my eye and it was a ***** crawling on the headboard WHY, i was just so over it. I got an air bed and have been sleeping on the floor in the living room for the whole stay i just can't. I reach out to booking.com and the was able to have the property to reach out guest services i missed the called and i called back and left a message no call back yet. Then Friday 9/22 we were coming back to our room around ***************************************************************************************************************************** a row now went back still not working, At this point we are soaked and cold from the wind and rain, We went back and told the front desk that it is not working she went in the back and said that maintenance will be up to check the door , we ask her how long and what side of the property are they coming from she don't know. we waited in the lobby for about ***** mins and we went up to see if he was there and the hallway didn't have any protection from the elements outside so we had to stand by the elevator for about 25 mins. When the guy show up its security, he gave us more info then the front desk did he said maintenance leaves at 11pm and they was supposed to tell us that they will be changing out the battery in the door in the am no type of communication from the front desk. My room currently has mold on the curtains and in the a/c unit is very dusty I knew something was up when my asthma started acting up, I went through a asthma pump in a week that i usually have for a month. I really have been patient and understanding about all of this but I really don't want nobody else to go through what I've been thru this past week. This week was supposed to be relaxed and calming from work and kids but I'm in here very uncomfortable and frustrated this is not right. This will be my first and last time staying here. I have pictures attached

  Business Response

  Date: 10/01/2023

  ****************** spoke to two members of our management team. Ms. ***** and ************. When he spoke to ************ the day after his departure, which was 9/25, **** offered and applied compensation. I see that this complaint was submitted prior to ****************** speaking to ************. The guest booked through a third party booking, Booking.com. ************ contacted Booking.com and submitted a refund request for the amount we agreed upon for compensation. The guest should be receiving the partial rebate within 7 business days.

  Customer Answer

  Date: 10/03/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising 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.

  I went here with a fried to stay for 2 night. Check in was supposed to be no later that 4pm. Checked out on 8/4. I paid ****** for the 2 night stay.They were supposed to provide: check in by 4, A smoke free room, A SECURE Safety latch on the door, trash pick up and linen,Nature of my dispute: I had to go back to the office at 4:15 to ask if my room was ready. That's when The assigned me to the Dominican Tower Room 1028.Upon walking into the room (that incidentialy, they had also charged a $100.00 security deposit) I smelled cigarette smoke BAD. I have asthma and I noticed that the security latch looked like someone had tried to RIP it off the wall. I called customer service and was told that they could come and spray the room. I declined the spray but told them about the lock and two ladies and I didn't feel safe. I also texted some person named *** at 11:30 pm because people were outside of my room and I didn't feel safe. They never picked up the trash for the 2 days we were there and they had provided sheets but no top cover for my friends couch bed. Also, it looked like someone had actually wiped their nasty behind on the curtain. And, the balcony door would not lock either. No resolution... It's like the person bringing towels could barely speak english and told me straight up it wasn't his room. I sent a review of 0/1 and a manager ****************** called me but missed me and now it's just telephone tag.I have pictures but cant figure out how to get them from my phone to your website. I am asking for a full refund because I have been SICK since I came home from that smoky room.

  Business Response

  Date: 08/10/2023

  I called the customer as soon as I was made aware of her complaint. The customer called me back yesterday and I called her back today 08/10 and it again went straight to voicemail, I was only able to leave a message. We want all guests to enjoy their stay at our resort. I apologize for our Housekeeping team not taking care of the odor prior to the guest's arrival and for our Front Desk team not getting maintenance to fix the night latch. The door lock we have in place does have a deadbolt but I understand how a night latch provides extra safety. Unfortunately since the guest decided to stay, we will not be able to issue a full refund. In good faith and knowing that the guest is not satisfied with her stay and that we fell short, I have applied a 50% refund to the card used at check in. Please allow up to seven business days for the funds to appear in the account. We appreciate the guest reaching out.

  Customer Answer

  Date: 08/11/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/07/2023

  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.

  Our stay has been awful from day 1. We paid almost $5000 for a 3 bedroom in ******. It started at small annoyance such as multiple remotes not working and multiple remotes not having batteries - no big deal. We called down to the front desk a few times, 3 days later we still have no batteries. The first main bathroom had no toiletries such as lotion, shampoo, conditioner - the towels were just thrown in the bathroom, this had me questioning if the room was even cleaned after the last quest. We did call the front desk and they did bring the toiletries for the bathroom. Our room initially also had a strange smell - almost like mold. Which is not good for my son who is extremely asthmatic. Then as far as the temperature of the room goes one of the bedrooms got extremely cold but the master bedroom unfortunately stayed fairly warm. In addition we were suppose to get towels daily in which we never did - we are on day 4. We were also suppose to get out garbage taken out daily again on day 4 this never happened - we took it out ourselves. To make things even worse on day 3 we attempted to use the washer/dryer in which it began to leak. On day 4 the leak was all over the kitchen, both extra bedrooms. Someone from maintenance finally came to fix it - we left and when we returned - carpets in both rooms still soaked. One room had a extremity large and loud blower in attempt to dry that carpet. The door to the laundry room was gone, we had towels in the entrances to both rooms in attempt to dry things. There was a note written on paper towel stating they would be back tomorrow with the door and to pick up the blower. So now all night we have to deal with wet carpets, a loud blower. Now I am convinced the smell when we first arrived was most likely mold. Further more, there is what appears to be a smear of some substance inside and directly outside the master bathroom - almost looks like f**** As previously stated my son is asthmatic - we do have a handicap for him - the handicap parking is usually full - no big deal - but when we have to park on the top level and the elevators are not working this is a problem. We also heard multiple people complain about this as well.At first I attempted to be understanding as things happen but at this point this is ridiculous. Especially when it its now affecting my sons asthma which directly affects any activities we can do on the trip. I have been in contact daily with *** our personal assistant but no resolution.Today I did call to speak to the manager who was conveniently assisting another customer but has yet to call me back. Please see attaches pictures:I expect more from a $5000 room:

  Business Response

  Date: 08/10/2023

  The guest spoke to our ***** Services Manager ******* on 08/06/23 regarding the issues experienced during the stay. ******* discussed compensation with the guest and applied a rebate of $2572.97. We thank the guest for contacting BBB and for speaking with *******. We apologize for how the issue with the washer and drier inconvenienced the stay as well as for the other items. 

• Initial Complaint

  Date:10/18/2022

  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.

  10-16-2022 my husband and I checked in to celebrate our 18th wedding anniversary. We have stayed with Carribean Resort & Villas numerous of times over the years. This was our worst stay EVER! We were placed in the Jamaican Resort with an oceanfront view. Our view consisted of a pool that was black & green with algae floating atop, elevators out of order as well as the ice machine. There was no shower curtain and when I called the front desk to complain about how dirty and nasty the building was I was told that this is one of the oldest hotels at Myrtle Beach and that the rooms had been remodeled. As I explained to the young lady this still did not give a pass for fikthiness I the common areas. I was told that I could upgrade or get a refund. I decline the refund because this is well into the evening hours and we had no where to go. The next day after returning from dinner I found cockroaches in the bathroom and my husband found one in the kitchen. There was also a strong spell of sewage coming from both sinks. My husband called the front desk and was told to come talk with the manager, after speaking with someone he was told the notes stated I declined moving to another room (which I was not offered. He called me to verify and I stated I was not offered another room I was told I could upgrade for a higher charge or a refund. After speaking with another manager, I was asked what I wanted and I told her at least one night refund, I was told that probably wouldn't happen because I had decline to move and the refund. My husband reiterated this was not true so then the manager states that she would have to investigate but it probably would not be anything she can do. My husband then asked if he could speak to her supervisor because it sounded like her mind was already made up. He was told that was an insult but she provided him with another night manager name and number. This has been the worst stay ever. Happy anniversary to me

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/10/20) */ Hello. We have been in communication with ******** and thanked her for her feedback as we will certainly see this as a training opportunity for our team. ******** and her husband spoke with the supervisor on duty upon their departure who applied the compensation of 1 night (out of a 2 night stay) that they had requested and we agree it was granted due to the issues they experienced during their stay. The refund was applied to the card used at check in for the remaining balance. Thank you for reaching out. They also have our direct contact info should they decide to give us another chance in the future. Consumer Response /* (2000, 7, 2022/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/11/2022

  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.

  Hello we checked in this past Friday September 2nd 2022 and was very disappointed and misled.. The photo are beautiful but was not what was actually accurate! The room had mold all over the curtain and has caused my wife to become sick.. SHE IS STILL SICK AFTER A WEEK LATER!!!!been coughing and sneezing since!! Also she has a doctors appointment today. There was hair on the sealing and in the refrigerator as well, very disgusting and gross. ALSO THE CEILING WAS LEAKING IN THE BATHROOM.....MAINTENANCE CAME AND SAID IT WAS MOISTURE AND THAT WE ARE AT THE BEACH BUT YOU CAN CLEARLY SEE IT WAS DRIPPING AND FLOOR WAS SOAKED!!! There was very little help when we called for help. WE WERE TOLD THAT WE CAN LEAVE!!!!! Very very unprofessional and had no compassion for the situation. Once we went downstairs to talk in person we were told there wasn't anything else available. Five minutes later we were put into another room. This room was better with the mold issue but still exists(MOLDY PILLOW) GREASE ALL DOWN THE REFRIGERATOR AND DIRT ALL ON THE SOFA. I am uploading photos in the next email as well. THIS IS JUST A FEW PHOTOS WE HAVE PLENTY MORE..This was a very unpleasant stay and dealing with her being sick from it made things Miserable. We are looking into our options for this matter and will be contacting owners as well.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/19) */ Thank you for reaching out. We are very sorry for the issues the guest encountered during their stay. We were indeed sold out for Labor Day Weekend but our staff was able to move things around to be able to move the guest to a different unit the following day. The guest booked through Expedia and Expedia reached out to our management team informing us that the guest was requesting a partial refund of 20% which we honored. The Expedia virtual card was refunded on 09/07/22, the day we were contacted by Expedia. Expedia by now should see the refund to apply to the guest's card. I will look into who took the initial complaint to ensure everyone in my team knows we should always have compassion when somethin happens to any of our guests.

• Initial Complaint

  Date:09/01/2022

  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 booked a vacation at Caribbean Resort from Aug 24 to Aug 30. We paid over $240 a night. This was booked as a luxury hotel. Each evening before dinner our corridor was lined with garbage bags and remained there until maid service in the morning. Pizza boxes and food delivery containers laid lose too along with piles of towels. It was not possible to sit on the balcony without either being overwhelmed by the smell of pot and cigarettes or shrieking kids until 11 pm at night. There were mold spots on the ceiling and holes in the curtains. Attempts were made to take in the peace of sunrise with a cup of coffee but there was a radio blaring at 6:45 some mornings. The last straw occurred at 3 am Sunday morning with an alarm to vacate the building. We later found someone pulled the fire alarm on purpose. In reading reviews, this had occurred once before. The frightening thing was there was no direction provided by the facility. No one outside to make sure everyone was safe and to guide us through. Only one fire truck shows up with no police and no ems. We did not feel save and left the next morning. We had booked this vacation from Gosia coastal properties and requested a refund for the last two days only we were denied. We are looking to be reimbursed for they falsely adveritised luxury hotel

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/03) */ Caribbean Resort & Villas does not have access to the individual's account as she did not book through Caribbean Resort & Villas. We have no records of the individual being our costumer. In her statement, she mentions she booked through Gosia Coastal Properties. I believe this BBB complaint has been filed to the wrong business. Caribbean Resort & Villas operates on private property managed by an HOA. When a fire alarm goes off, our staff does our best to guide guests to safety if needed or communicate that it is a false alarm. At 3am we do not have the amount of staff we have during the day and they were busy ensuring it was indeed a false alarm and dealing with the fire department. Many people were inconvenienced by this and we appreciate everyone's understanding that safety comes first and we cannot silence a fire alarm without the local authorities confirming it is indeed a false alarm.