ComplaintsforCompass Cove Oceanfront Resort

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aug 17th to Aug 24th . We stayed in the Resort for about a week. We paid over 900 dollars. The resort is disgusting dirty , smells of urine and is leaking . There was water leaking from the elevator ceiling which is very concerning . The smell of urine in the hallways is unbearable . The dryer smells of poo . I had to take my clothes and rewash them . How come there are no health department checks ? I would not want to know what kind of Bacteria is floating around there . The rooms are dirty , my child has autism and crawls a lot on the floor, his pants were black ! I tried telling them but they dont listen . Please take action . Our Room Key was deactivated at 11;30 when checkout is at 12 . We were unable to enter the room . Unbelievable . I have pictures and videos ( too bad we cant capture the smell ) i was unable to attach here, i can email them f needed.

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/08/27) */ Good Afternoon *****, I apologize for the experience you had during your vacation. I have been looking into this complaint and cannot seem to find a reservation for you. If you could please provide me with more information on the name of the guest that made the reservation I may be able to assist. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reservation was in my daughter's name ********* ***** but you guys took my id as well . Business Response /* (4000, 9, 2022/09/05) */ Good Afternoon Mrs. *****, I am not showing a ********* ***** booked with us in Aug. Did she by chance book an Airbnb? We have no reservation for either of you during this timeframe. Consumer Response /* (4200, 11, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My daughter *** ***** booked from 18 to 23rd room 705 . In your hotel nowhere else ma'am. We paid with discovery card and you took all of hour id's. Business Response /* (1000, 22, 2022/10/15) */ Good morning Mrs. *****, I have submitted a partial refund (half of your stayt) to your daughters booking however she will need to contact booking.com to process the refund as the room was paid for on a 3rd party site. The amount to be refunded from booking.com will be $438.29. Please let us know if you have any further questions.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at Compass Cove Thursday 08/04/22-08/05/22. With a separate reservation starting 08/05/22-08/12/22. On Thursday, we were met with a room that had stained bedding, hair all over the shower walls, and mold all over the ceilings. The manager said she would refund us $125 on our room for Thursday August 4th. We have not received that refund yet. We got to our new room on august 5th and the refrigerator didn't work. On our last night, we found a cockroach in our room. We immediately went to the front desk where the manager proceeded to tell us it was just a "palmetto bug"- simply another word for cockroach. We are appalled that we spend over $1,600.00 for a week of nothing but disgust and inconvenience on what was suppose to be a vacation. We know that we will never be back but nothing has been done to remedy the situation. No one wants to take responsibility and acts like having cockroaches in a $300/night facility is acceptable.

  Business response

  11/15/2022

  Business Response /* (1000, 8, 2022/08/27) */ We are very sorry that your experience with our resort did not meet your expectations. We strive for excellence and it is apparent that we did not reach that for you. I reviewed the reservations and see that there were two refunds processed to the accounts. One refund for $100.00 was processed on 8/5 and another refund in the amount of $175.00 was processed on 8/12. These were processed as a gesture of good faith for the issues encountered during your stay and should have cleared the bank by now. I can email your receipts for reference to show you bank, as these would normally clear within 5-7 business days. I regret that you didn't have a great experience here and assure you we can do better, if you would consider returning we would love to show you a great experience. Thank you for sharing your feedback.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an initial reservation at this property on 7/23/22-7/27/30 in which we paid $1498.14 for an oceanfront room sleeping 6. Our room wasn't ready until 5pm, we inquired about cleanliness standards prior to making reservation in which we were told & it states plainly on their website under cleanliness & safety standards & this was not the case at all. We had mold in room, everything was filthy & had an odor, smoke detector was hanging off wall, tub wouldnt drain water, old scotch tape i assume from a previous guest was on walls/ceiling. We received no paper towels, toilet paper. Only had 2 pillows & one sheet set & one blanket for a room that slept 6 & we needed all accommodations for sleeping as there were 4 of us. After asking repeatedly for this to be brought up we were told there was no more pillows blankets or anything in hotel, sorry you will have to get yourself. On our second day my 12 year old son tested positive for COVID. Knowing we would have to extend due to not being able to catch flight we notified office and did so. On Wed we went to pay for rest of booking and we were told no we cant this room was blocked for maint work. So they had to move us into 2 different rooms. Got no discount even though one if offered to guests staying this length of time said they couldnt give to us. EXTREMELY rude. Paid another $1367.76. Next room was just as bad & had safety concerns. All while waiting 9 hours with no room with our child whom was covid + being left to sit around others in lobby waiting. We stayed one night & told them we found elsewhere and they were to refund stay entirely. Still have not done so and now ignoring all of our calls/contact.

  Business response

  11/16/2022

  Business Response /* (1000, 8, 2022/08/27) */ I am very sorry about the issues you encountered with your room and that we could not accommodate you for the extension in the same unit. We were sold out that night and we did not have that unit type available for an extension. I hope that your son has recovered without incident from his sickness. Our reservations are not refundable for early departures, however I am going to look into offering you a refund for a portion of your stay under the circumstances. We always want our guests to leave happy and feeling good about their experience so I will be refunding you $500.00 to your account. You should see this refund pending in a few days. I sincerely apologize and assure you we are capable of a much greater vacation so if you ever do come back to Myrtle Beach, we would love to showcase our resort in a much more positive way.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into this resort with 15 family members; including kids June 2022.I was so embarrassed because I recommended this resort for vacation. It was filthy. Mold in bathrooms, dirty and stained carpet and chairs. Tub clogged so if you took a shower you would be standing in dirty water. Stained sheets and mattress covers. My sister-in-law had to be moved be her room odor was that bad. My other family member her roaches in her room and had to move to her sister room. There is no way this resort is up to city code. It needs to be shut down and renovated before someone gets seriously sick. There was calcium build up in the indoor pool and elevator doors were so filthy I couldn't believe it. I've taken pictures and have videos. I can go on and on. The lady offered 1 day off of our stay. I will be requesting a full refund. There were no hotel availability in any other hotels because my family was willing to check out day 1. An apology is not enough. Safety is my concern right now because there are children running around barefoot on the dirty carpets. I would not rate this resort with a 1 star.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/06) */ Good Afternoon Mrs. *******, I do apologize for the issues you encountered while staying with us and wish we were allotted the opportunity to correct them prior to your date of departure. We did compensate your family in the amount of $1141.90 during the course of your 3 night stay and feel this is adequate compensation. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 12, 2022/07/13) */ After accepting the company option to provide a credit, I reached out to Compass Cove manager today who said I'm not getting a credit for $1,141.90 as each of my family members were credited one. The resort gave an impression as if I was receiving a full refund which is not the case. This is the only reason I accept the response from the resort that you sent me. I informed them that I would be reopening my case number XXXXXXXX. Based on receiving deceiving information I hereby request that my case be reopened. Thank you. Business Response /* (4000, 14, 2022/07/18) */ Good Afternoon Mrs. *******, As I satiated in my response Via this case as well as in email, your family had already been refunded that amount while staying in our resort. No additional compensation was offered in my response to your complaint. I apologize if your perception was that I was refunding you in addition to the compensation you were already provided however I did state clearly that the refunds provided had taken place while you were staying in the resort and we believe that to be acceptable compensation for all of the issues in your complaint including those of your family as outlined in your report. You included your family members in your complaint as seen in your answers to this complaint, therefore I answered to ALL of the complaints. You as an individual received a refund in the amount of 473.40 for the issues and inconvenience of your room. If you had checked out we would have refunded the remainder of your stay. However you did stay the entire 3 days of your reservation in the 3 bedroom condo unit and were refunded in the amount of 1 nights stay. We believe that to be adequate compensation for the issues encountered with your room. We stand by our response and will not be offering any further compensation. Consumer Response /* (4200, 16, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked into the resort using my own individual account information and had my own personal issues with my room. This had nothing to do with other family members. The information provided wrt my family members and their room conditions was provided to make you aware that I wasn't the only having issues with my room conditions. To try and use that information to say it covers everyone is not appropriate. I would like a refund in full.

*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. ↩