ComplaintsforCompass Cove Oceanfront Resort

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  At first, I really had high expectations for this resort. We booked the Mariner oceanview room for 6 adults and 4 children for 07/08 to 07/10. While we made the best of the situation, there were several drawbacks to this resort. First, I emailed them prior to check in because they had a lower rate on their website after I booked. I never heard anything. One elevator floor screen is broke. Half of my group got stuck on the elevator. Then on July 8th, my 9 year old daughter tripped over the metal piece holding the carpet down at the elevators, causing her to land on her chin and resulted in a large bruise. The metal piece was lifted up/broken. It could have been much worse. For dinner July 9th, I asked concierge for help. I told her we had a budget and she gave us **** coupons to *********. We left the restaurant after paying a $300 bill which was the result of 12 meals all under $25. 4 of those were kids meals and 1 ****** salad! The first night we were there, I went to open the door to the balcony and the handle just came off. I called and they sent repair up. But the room, while from first sight looked beautiful, was filled with cockroaches. Not Palmetto bugs, but German roaches. Also, our first night there was a group of teenage boys that were high. Yelling profanities at my children and I. I called the front desk to report this. It wasn't handled. I know it wasn't because the next day, one of those boys met us getting off the elevator, got into my 11 year old sons face and called him a fu**ing ni**er. The last thing, my sons girlfriend left a blanket behind she has had since she was 3. She is devastated and the resort told them to file a form online. I would love to give this resort another shot when we go to ****** next year, but we had a more pleasant time at another last year which was comparable to the pricing of Compass Cove. My kids had a great time. In the end that's all that should matter. But I left feeling hurt and scammed.

  Business response

  07/11/2024

  We will reach out to this guest in regards to their issues.  We are willing to offer the guest half off their entire stay for the issues they had.  While they had some issues while they were our guest there still was value in being here for 2 nights and enjoying all the amenities that the property does offer.  We will be reaching out to the guest to resolve this issue today so that this issue can be resolved.

  Customer response

  07/12/2024

   
  Complaint: 21972357
  
  I am rejecting this response because:

  Compass Cove said they would get back to me and never did. I even did their survey and they emailed me but never mentioned anything regarding this supposed refund nor email me in regards to this complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  07/12/2024

  Someone will reach out again today to address the concerns and process the refund.

  Customer response

  07/14/2024

   
  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.The manager of Compass Cove listened to everything I had to say and the issues regarding our stay. Their response was amazing and I would definitely give them another chance!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok where do I start I went ahead and notified the manager then my AC unit was taken apart that leads from the room to the porch as well I had no toilet paper in my room I notified them at 4:30 and it's still 10:44 at night with no toilet paper we've called multiple times I also made a reservation two weeks ahead for a crib then they gave it away once I checked in I told him again and they said yep we'll bring it right up and then they gave it away like I said there's holes in my room my phone wasn't working I want to be compensated back

  Business response

  07/11/2024

  We have been in constant contact with this guest since their arrival and continue to deal with them at the property level.  We have already refunded the guest $200 for the inconveniences they have been subject to while they have been our guest.  We will continue our conversation with the guest so we can address all their concerns for the remainder of their stay.  Our front office manager has spoken with ****************** personally to resolve his concerns and she is still in contact with him now.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the ******************** in room 341. The room was dirty, housekeeping lady had to come and clean the bathroom. My wife cleaned the rest of the room herself. We have a 1 year old and 6 year old travelling with us, this was our very first family trip. One of the bed's was covered in sand/grit so we all slept in one bed. The oven warmer door was hanging off and maintenance was able to fix it until the next day. The refrigerator wasn't working and when maintenance fixed it, the freezer leaked and spilled water all over the floor. Also we didn't have soap, or dish detergent and one of the TV's didn't have a remote. To top it all off there was a dead ***** found in then sink. Also the check-in process was HORRIBLE. We arrived at 2pm and our room was not "ready" until 4;30.

  Business response

  06/27/2024

  Dear *****************************,

   

  Thank you for taking the time to provide feedback on your experience with our company. We strive to provide the best service possible to all of our customers and we are sorry that we did not meet your expectations. We are always looking for ways to improve our services and your feedback is valuable to us. What is the best contact for me to reach out and touch base? 
  
  Sincerely,
  *****************************
  Resort Manager

  Customer response

  06/28/2024

   
  Complaint: 21909803
  
  I am answering the question from the business.  I can be contacted by email, **************************
  
  Sincerely,
  
  *****************************

  Business response

  06/28/2024

  Good Morning *******,

  I sent an email to the address you provided in order for us to set up a time to discuss you recent stay. I appreciate your prompt response and I look forward to speaking with you soon. 

  Sincerely,

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

  Customer response

  07/01/2024

   
  Complaint: 21909803
  
  I responded to the email today.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told upon check in I had to place a 100 deposit and I would get it refunded back to me at the time of check out. I was told a week later by another employee that I was already refunded 100 back on my credit card. However, I was not refunded anything. I spoke to someone again and I would not be refunded and it wasnt a deposit, it was part of the hotel room cost. Which is a lie. I was told it was a deposit, therefore I would like my deposit back. Especially, since I left the room very clean.

  Business response

  05/13/2024

  The $100 security pre-authorization is just a hold placed on your card while you are in the unit. Once you checkout and housekeeping verifies the room we automatically release the hold and it takes 5-7 business days to fall off your statement. If I can be of any further assistance please let me know. 

   

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

  Resort Manager

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

   

  Customer response

  05/13/2024

   
  Complaint: 21702522
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/15/2024

   
  Complaint: 21702522
  
  I am rejecting this response because: I had checked out of the Compass ********** on April 27th. It is May 15. I still have not received my deposit back. 
  
  Sincerely,
  
  ***********************

  Business response

  05/15/2024

  Dear *****,

  I pulled your original confirmation which showed the total cost of your reservation was $1010.04 but the cost increased due to a system glitch which had the total cost of the reservation at $1161.87 so I refunded the difference of $151.83 to the card ending in xx3507. 

  I sincerely apologize for the oversight and the mistake. If you have any questions please let me know. 

   

  Sincerely,

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

  Resort Manager

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the Compass Cove Resort from November 10th to the 12th, 2023. My credit card was charged for a refundable security deposit of $100 and also a charge of $29 (I still am not sure what this is for). After we checked out, the security deposit was not returned as promised. I called the resort on two separate occasions about both charges. The first call resulted in being informed that a $14.50 charge at the restaurant had accidentally been double charged and would be returned back to my card as well as the security deposit. The $14.50 eventually was charged, but the $29 also remained charged to my card. I called again about that and the security deposit an was assured that it just took a few business days to be credited to my card. I have also filed a dispute with my credit card company, but I wanted to report this here as well. I have stayed at this resort before with no problem receiving my deposit back. There were two adults in the room and it was left clean and completely undamaged. I have received no correspondence about these charges since my phone calls.

  Business response

  11/28/2023

  We have refunded the guest the deposit and the additional funds, there was a mix up with the reservation.

  Customer response

  11/28/2023

   
  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

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Compass Cove ************. Booked room **** Pinnacle bldg for 8/28-9/1. 1st day came and so many filthy issues. **** complaining and they finally moved us. No sleep 1st night. Next room 553 no cold water. Hard to take a scolding hot shower. Still not fixed as of today, Thursday 8/31. My husband talked to Resort Manager, *************************. Sent him over 30 pictures. He stated he would get with owners association and get something done and That this is unacceptable and what did we want to do? I have emailed several times with no response from him. We want everyone to know, DO NOT bring your family to this resort. AC units are full of mold. Very very filthy environment.

  Business response

  09/01/2023

  While we appreciate and share this guests concerns in regards to the condition to their room.  The guests in question rented from a third party vendor (AIRBNB or VRBO) which does not participate in our properties management program.  While the unit is part of the Compass Cove resort we did not receive any form of payment for this unit and have not contract for the cleaning and maintaining of the unit.  This falls solely on the owner and not our property.  Our team did go to the unit to address a maintenance issue for the guest due to their hostility towards our team but there was nothing more we could do for them.  Any and all compensation for their stay needs to come to them from who they rented the unit from and not the or property.  We do not have any keys or access to the unit and do not clean or do any preventive maintenance on the unit either.  This guest never checked in or out with our team the only interaction we had was when they came down and berated our team and that is when we tried to help them.  I hope you can resolve this for the guests but there is no compensation that can be made from our part as we have no association with that unit other than it being in our building.

  Customer response

  09/01/2023

   
  Complaint: 20550332
  
  I am rejecting this response because:
  When speaking with the resort manager ****, he stated he would send all pictures to the owners association and asked us what we wanted done. We have received lie after lie. No one communicates there.  Every issue was put on the other. **** stated his maintenance team did not go into owned rooms but ***** (who we rented with thru Airbnb) mentioned the cold water issue is to be addressed and fixed by the resort.
  Sincerely,
  
  *************************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed back in May 2023. They charged my card without my permission 3 months later in August 2023, for $318. I called, asked why they were charging my card when I stayed back in May, and was told that didnt know. I was told that they would call me back and they never did. I have a few time and still havent got to speak with anyone. I had to report it to my bank and my bank reimbursed me. They stealing peoples money and this right. I would not have gotten back the $318 that they charged if I didnt have fraud protection with my bank.

  Business response

  01/26/2024

  Thank you for taking the time to leave your review. We apologize that you had a negative experience with an incorrect charge on the account. I would like to invite you to get in touch with me so we can discuss this further and ensure that your issues are resolved. Please feel free to contact me via email at  **************************************** I appreciate your patience and look forward to hearing from you soon. 

   

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

  Resort Manager

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to report the Compass Cove Resort in ************, **. I stayed there from July 16-July 18. The standard check in time for the resort is 4:00pm. I arrived at the hotel at 3:45 and began to stand in line to start the check in process.Well the line just to check in took over 45 minutes. There were over 100 people crammed into a small lobby with no air conditioning. The heat was unbearable as its nearly 100 outside. It was cooler outdoors than inside this tiny lobby. So once I get to the front of the line I start to check in and am told in an unapologetic way that my room is not ready. My youngest daughter has severe anxiety. So she is crying and freaking out that we don't have a room. It was unsettling as they gave me no indication of a time frame or if I would get a room. I was to wait for an email or text from the hotel. I was just given hotel bands but no hotel room.I never heard from the resort, but by 5:30 I decided to go back in line and wait again this time in another line. This was the Activate Bands line. So once again I wait in line in a hot & sweaty lobby with about 100 other people. They have 2 lines one for check in and one for Band Activation. So once again I wait for 45 minutes in the Band Activation line. Finally around 6:15 I get to the front of the line and receive my room. I was then told by Staff that parking was on the side of the building. So I put the *********** on my rear view mirror and still received a parking ticket. Also the hallways smell of ************** The elevators were hot and squeaking like they were about to fall off the track. The pools are nasty with foreign objects floating in them. It didn't look like anyone cleaned the pools. The entire experience was a nightmare. I have reached out to the hotel by email and texting with one of the managers. Nothing has been resolved. I haven't heard back from them. I am seeking a full refund of my 2 night stay. I stayed at the Pinnacle Building Room 360.

  Business response

  01/26/2024

  Hello *******,

  Thank you for taking the time to leave your review. We apologize that you had a negative experience at the resort.  I would like to invite you to get in touch with me directly so we can discuss this further and ensure that your expectations are met. Please feel free to contact me at *********************************************. I look forward to hearing from you soon! 

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/06/2023 - reserved a room with compass cove. Put down a $423.77 deposit. Cancelled the reservation on 05/25/2023. Had to call them back multiple times to get them to send me the cancellation confirmation. Finally received that on 05/30/2023. I have called countless times over the past several months to get my deposit back. I was told repeatedly that they issued a check that never came. Then was told our card was refunded, was never refunded. It is now 07/19/2023. I am again on hold with them as we speak. (Just transferred me to a voicemail, go figure) They tell me what I want to hear or send me to a voicemail, then hang up the phone. I wait for the allotted time to pass they they say it will take to issue the refund. I continue to call back. NO RESPONSE! Just voicemails and a lot of lies. They stole money from me.

  Business response

  01/26/2024

  Good Afternoon *****************,

  Thank you for bringing this to our attention. Were sorry to hear that you had a negative experience with us at the Compass Cove Resort. We take customer feedback very seriously and are working hard to make sure that this doesnt happen again in the future. Please accept our sincerest apologies for any inconvenience this may have caused. Would you mind reaching out to me directly via email at *************************************** and I will be more than happy to investigate this further to ensure you are refunded for the deposit on your reservation. 

   

  Sincerely,

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

  Resort Manager

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and my girlfriend stayed at compass cove many times but this last time was more then disappointing we stayed from June ***** we were told our room would be ready at 400pm when I went in to inquire they said it will not be ready until maybe 600 that they had no one to clean the room the staff was very unorganized and no one knew what was happening then we ran out of towels called them 3 times and went down because we also had no toilet paper I feel this is unacceptable not once they came in the room to empty trash room looked very run down and not clean I would not recommend this place to anyone especially after charging us $1700 dollars

  Business response

  01/26/2024

  Greetings ******,

  Thank you for taking the time to leave your review. We apologize that you had a negative experience at the resort with delayed check in and the lack of housekeeping services provided. Providing great customer service is my main priority and I am sorry that we did not exceed your expectations.  I would like to invite you to get in touch with me directly so we can discuss this further and ensure that your expectations are met. Please feel free to contact me at *********************************************. I look forward to hearing from you soon! 

*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. ↩