Complaints

This profile includes complaints for Compass Cove Oceanfront Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Compass Cove Oceanfront Resort

  2311 S Ocean Blvd Myrtle Beach, SC 29577-4744

• 

  Compass Cove Oceanfront Resort

  PO Box 1948 Myrtle Beach, SC 29578-1948

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:08/18/2023

  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.

  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

  Date: 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

  Date:07/20/2023

  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 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

  Date: 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

  Date:07/19/2023

  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.

  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

  Date: 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

  Date:06/23/2023

  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.

  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

  Date: 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! 

• Initial Complaint

  Date:03/20/2023

  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.

  We made a reservation on 3-17-23 arrived at the **********:30 pm on 3-18-23 and our room was not ready! They argued we made the reservation 3-18-23 and we showed proof it was book the night before! They still do not know when our room will ready and we spent ****** dollars! This is outrageous and ** upset and I have 3 kids with me who were really disappointed! All they could say was we will call you when the room is ready but the website says guaranteed ready by 3 pm! I always come here and *** never had this problem!!

  Business Response

  Date: 01/26/2024

  Dear Valued Customer,
  

  Thank you for taking the time to leave your review. We apologize that you had a negative experience at the resort with the condition of the room and the delayed response in getting these issues resolved. 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! 

   

  Sincerely,

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

  Resort Manager

• Initial Complaint

  Date:03/08/2023

  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.

  In early April 2022 I took my wife and five kids to the beach and stayed at Compass Cove resort in a three bedroom condo that I paid almost $900 for upon arrival the first room was covered completely in dog hair dirt and broken cabinets which we said something to them about and they moved our room. Which once again was covered in dirt filt and f**** all over the hand towels and in the bathroom I had a child that was on oxygen at the time from premature lung disease and also a child with a heart condition so these filthy conditions were not okay. As we tried to complain to management about these issues they pretty much just wrote us off I've tried to contact upper management via email with no response you can't get anybody on the phone I even went through their main management company and still have not heard anything or had any resolution. It would be nice for them to refund my money because in my opinion dog hair dirt filth and f**** is just not acceptable when you're paying top dollar for a resort. Matter of fact it is disgusting and for them to just write it off even after I showed them the pictures of the room they went up and looked at the rooms themselves they pretty much just told us there was nothing they could do. When really they could have given me my money back and comped our stay or giving me an additional four nights stay at a later date to possibly make up and give another chance to the resort and hopefully it would be better managed and cleaned but to just write it off like it was nothing is unacceptable and to not be able to get a hold of anybody even after showing them the pictures

  Business Response

  Date: 03/18/2023

  Hi All,

  thank you for your email. I don't have any guest  that have stayed with us under his name. Was the room rented by some else?  I have try reaching out to ************. to get a room number and I haven't heard back as yet. 

  Please let me know if you hear from him again. 

  Once again thank you for your email.

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19556242
  
  I am rejecting this response because:
  II have not received any communication from them as they stated whether it be email or phone call leaving a voicemail or anything.. saying that they never had any guess under my name is definitely inaccurate. As far as knowing the room number or room was moved so not necessarily remembering the room number. But I have attached my reservation number that shows the dates also attached multiple emails that they had me send to them while I was sitting in the office talking to them to have me send them the pictures so I attached those as well everything shows that I did in fact stay there and even tried to communicate with them the issues before I even checked out
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/17/2023

  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 will never stay here again. We have always stayed here and prior to the new management have never had any complaints or problems. I have been treated very poorly since arrival today by the front desk clerks who wouldnt understand the fact that my reservation had been modified without my knowledge and the price I understood to have left to pay wasnt what they had. They argued with me over and over until I finally just gave in due to frustration asking her to remove the extra breakfasts that were added without my knowledge and we would just take the free ones we were promised during booking. Once I arrived in my room I realized I did not have the breakfast coupons in the book like she had stated so I called the front office to ask about them. Again I was treated rudely and dismissed without any consideration that maybe I was not given them by accident and not on purpose like I assumed by the awful hotel clerk. Upon getting into our room the wall bed was pulled down for my children to sleep on and an empty condom wrapper falls out!!!! I refused to let them sleep there and pull down the sofa bed where a huge wooden board full of splinters is laying! No point in trying to call and discuss this with anyone because clearly they dont care about their customers!!

  Business Response

  Date: 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 the condition of the room and the delayed response in getting these issues resolved. 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

  Date:01/03/2023

  Type:Customer Service 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 wife and I booked this resort from 12/26/22 through 1/1/23. Account number *******. We paid $1,054.31. When checking in on 12/26/22, we were not informed of any issues at the resort ( in which they were already aware). We had no hot water our entire stay at this resort, and we were encouraged to utilize a room to shower in across the resort in a separate building. My wife is pregnant, and it being very cold outside, I tried to inquire about other alternatives. We were rudely told by front office that "the water should have been fixed already" and even questioned, "you wife is pregnant?" as if we were lying or something. Half of the amenities at the resort were also closed, which we were not told about. Signs were clearly posted prohibiting smoking in the pools/jacuzzis, but that was not enforced. We did not get to utilize the amenities like we would have liked, as individuals were constantly out there either vaping or smoking. In addition, the overall resort was nasty. Dog urine was left all day in the hall near a trash can, and was covered up with a towel rather than being cleaned. The last full day of our stay 12/31/22, we went down for breakfast at the restaurant in the resort around 8:30am. They were very crowded with families, so we decided to get a plate to go. When we were in the buffet line (with multiple other families with children) to get our food, it was clear that the kitchen staff were having a disagreement in the back. They were being so loud in the kitchen, that everyone could hear them out there trying to get food, children included. The first thing I heard was, "I am tired of a god**** white man" and then the individual kept yelling "I don't give a ****" multiple times. This was very offensive to us. We ended up leaving on this day. The resort did offer $200 back in compensation, but we found this truly ridiculous, as we had to endure no hot water in our room for a whole week. Everyone got $200 back regardless of the length of their stay.

  Business Response

  Date: 01/11/2023

  We would like to take this opportunity to thank you greatly for your feedback regarding your stay! Not only do we value your experience with us, but we also greatly appreciate any constructive advice given in an effort to improve our accommodations. Your thoughts and concerns have been reviewed regarding the water issues, interaction with team members, and the experience in the restaurant. Once more, we appreciate the feedback you've provided and will work diligently to improve. I have emailed you an updated final receipt to reflect recovery of your experience. Have a great day.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 husband and I stayed at Compass Cove Resort on August 29th and 30th 2022. I booked through booking.com but it was a privately owned condo the property management company was called Rent in ******* The room we stayed in was **** and it did not look like the room advertised in the pictures. The room need extensive repairs and was disgusting with stains on the wall and stains in the sides of the mattresses. The light fixtures were rusted. Nail polish was spilt and made stains on the sheets, grease stains on the couch. I tried to contact the property management company but the would not respond. In addition someone was banging on my door which was very scary. The property manager is false advertising this property and it is unsafe in the unit.

  Business Response

  Date: 12/06/2022

  Thank you for taking the time to send this over and please allow me to clear up some of the confusion. Compass Cove Resort, LLC. is not affiliated with Rent In ******* They are an offsite rental company that does not participate in the onsite program. We manage over 85% of the units on site, but unfortunately the one you stayed in was not under our portfolio. I would recommend contacting their office directly for resolution.

• Initial Complaint

  Date:09/28/2022

  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.

  On august 30,22 I received an email stating that compass cove resort cancelled 8 hotel accomodations I made thru booking.com. when I called to ask why my accomodations were cancelled I was told by the call center representative that compass cove does not honor booking.com book now pay later option. I was then advised I could book directly with the hotel to reserve these accommodations. I did so and paid deposit for 8 hotel rooms on august 30. Once I arrived I was told my booking had been cancelled because of the duplicate accommodations made through compass cove and booking.com. I was traveling with a church group and advise the night shift manager I needed accommodations. She stated the only way I could stay was if I paid in full and she would reactivate the 8 accommodations through booking.com. I then had to ay the full amount because I never received a refund from any of the cancellations. I showed proof and she stated maybe I was hacked by my method of payment.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/07) */ Miss ******, Could you please give me a call or send me an email so I can attempt to assist you? You have numerous reservations and I need a bit more information to help you. Consumer Response /* (3000, 10, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Who is asking that I call or email them? What's the direct contact information? Business Response /* (4000, 12, 2022/10/12) */ I am the resort manager, Autumn S****. My direct line is XXX-XXX-XXXX. Consumer Response /* (4200, 14, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out in today but we have not reached a resolve as of yet! Business Response /* (4000, 16, 2022/10/22) */ *****, Thank you for taking my call earlier! Per our conversation I will be sending the information to my onsite accounting manager as well as our corporate office to try and find the duplicates of the deposits. As stated I am not showing them in our system and will need accounting to search for the activity on the card you paid them with. Please let me know via email if there is anything in the meantime that might help.