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:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem A. We had a condo booked at one point, but wanted to find a place that had a breakfast and ran across the Dayton House. So I cancelled our condo and booked room 407 & 408 which were OCEANFRONT ROOMS, from the 19th-24th- based on the False Advertising on the daytonhouse website, where it showed that The OCEANFRONT ROOM slept 6, and had 2 double beds and a ****** Wall Bed. YES- we took screenshots and have time stamps to prove it! We check in and realize both rooms DID NOT have ****** beds, so i go to the front desk to show them the problem and the lady at the desk said that doesn't make sense, and just said, "well theres nothing I can do about it" and looked at someone checking in and ignored me. So I'm already checked in with my entire family and everyone wants to go to the pool, so I figure, we'll just "deal with it," so to speak. The reason we wanted the rooms with what showed on the website- ****** Wall Beds, was because our kids didn't want to sleep together, because one child has some health issues. Problem B- It said on papers in the elevator that the cleaning staff would change our trash out daily and take our old towels and put new ones in the room. We paid for 5 nights and NOT ONCE, was our trash changed or our towels changed. I had to go down every day to ask for new towels! And I know for a fact I wasn't the only one, cause another girl was there asking for the same. Additionally, on evening of the 22nd (based on how they said we could ask for a "Full Clean," we asked for a "Full Clean" the next day, then in the morning as we was leaving for the day, we reminded them, then when we got back a few hours later, we saw they didn't do it! So we asked again and they said they would, couple hours later, we came back and nothing. Then a big c*** ***** was on our wall and fell on our bed and part of trying to catch it, it got smooshed on the bed, so I went down and told them and told them WE WANT OUR SHEETS CHANGED AND THEY REFUSED

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel room was filled with mildew, it smelled like urine, the fire alarm was disconnected. I get mistakes happen but for that *************** event that we were there for we had 8 rooms and all the rooms was like this. It's clear this hotel isn't being kept up to the standards and guidelines that is suppose too. I had to go buy sheets for the bed and that was unacceptable. The people acting like they don't know what's going on. The managers say they will fix it and nothing was fixed. Photos of the fire alarm and mildew are attached. The vent to the air conditioner was off and the hallways was smelly and unsafe.

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

• Initial Complaint

  Date:08/03/2023

  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.

  I booked a room on booking.com and upon arrival of Dayton House Resort realized I did not meet the age requirement to check in. I realized they did not have a refund option but the employee and manager at the time were nice and verbally claimed they would give us a refund immediately. After a few days of not having a refund, I contacted Dayton and they said we had to contact booking.com in order to get our refund. After contacting booking.com 3 separate times, the booking.com representatives claimed they were unable to get in contact with Dayton on any of their attempts. I contacted Dayton via email about this issue; they first claimed they received no calls from booking.com; they sent another email and claimed they do not do refunds; then they sent a third email apologizing for their mistake and that the refund was in action and would usually take about **** business days to take affect (I have these conversations saved). After waiting 15 business days I contacted Dayton about the issue. After waiting another 3 days with no response I am filing this complaint. I have proof of all of these claims except for the initial verbal promise of a refund, only the witness of the 3 friends that were with me that heard it.

  Business Response

  Date: 08/13/2023

  Please provide proof of age so that we can better assist.  

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of stay: check in 7/20/23, ***********/23/23 Checked in and immediately notified "front desk" of mold/rust issues in bathroom and in bedroom where air conditioner was located. Dirty/ with blood stains on linens and broken drawers on chest of drawers.Son attending room has allergies to which I made aware of and staff ignored. Hair in sink and bath tub areas when checked in.Staff had no where to move me and my 14 yr old son too as they claimed they had no vacancies and would not help with reimbursmnmet of extremely high per night rates for less than tolerable conditions. (see pics uploaded). Paid over $300 a night According to staff, no mgmt was available during entire stay to help with situation. Seeking help with compensation to charges billed as no help is available on the hotel website. Called hotel and was put on hold to speak "******" who they said was the mgr and after 30 mins on hold, no response.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for Sunday night until Thursday (16Jul2023-20Jul2023) at the ***** house resort. As soon as we walked into our room we were grossed out. The room had stains, dirt, and dust all over. It was nothing we had expected. We have 2 little kids with us. We couldnt let them live in that type of environment. We went to the front desk and asked for a refund. They said due to booking through booking.com we had to call them. We called them and they said of course, we just have to get confirmation through the hotel. We said awesome. Went to turn in our keys and that is when the nightmare happened. They declinded the refund because they are a business and need to make revenue exact words from the Manger. They tried to offer a different room after a long time waiting which I asked if I could just see it before anything which had dust/dirt all over and chipped paint. I kindly declined and asked if I could just pay a cancelation fee and leave. To which they said no and called the cops when my 2 year old started crying and told us to leave the lobby. I was SHOCKED. ALL I wanted was to pay the fee and go find another hotel. Look at camera I was not unruly and offenive to make them feel threatening(prevoius complaint they said this to them) they lied to the cops saying a was yelling and throwing things to the cops suprise I wasn't. Just upset because we just wanted to leave and not have to pay for the entire thing as we were unsatisfied and the pictures online and reviews were not at all what we saw when we got there. Even the cops and the lady on the phone from booking.com tried to have the manger just have us pay the first night and then cancel the rest as it says we can do online and she wouldn't let us. They couldnt afford to not have us as consumers.We eneded up leaving as we weren't allowed in the lobby and stayed at a Marriott which had great front desk workers and CLEAN room for my family to have vacation in.

• Initial Complaint

  Date:05/15/2023

  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.

  I reserved a room on my credit card, now that I need to cancel over 30 days out, I have to wait 7/10 days for a paper check. I did not put the deposit on a check its on my credit cardas required!!!!!! Now I can cancelled I have to wait 7/10 days and it will be a paper checkmy back will make me hold that check for 3/5 days.

  Business Response

  Date: 05/27/2023

  A check was cut for *********************** and mailed last week.  A refund could not be processed to the credit card provided, months ago, as the property software system was changed in mid April.  Transferring credit card information from one system to another would have led to PCI non-compliance.  We are sorry that *********************** felt inconvenienced by waiting for a check to be cut and mailed, however, this measure ensured her electronic safety and that of the hotel.

  Business Response

  Date: 05/27/2023

  A check was cut for *********************** and mailed last week.  A refund could not be processed to the credit card provided, months ago, as the property software system was changed in mid April.  Transferring credit card information from one system to another would have led to PCI non-compliance.  We are sorry that *********************** felt inconvenienced by waiting for a check to be cut and mailed, however, this measure ensured her electronic safety and that of the hotel.

• Initial Complaint

  Date:04/11/2023

  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 checked into the hotel and this is what we see when we pull out the pull out bed. I called front desk to inform them of this & the Manager who look like she sniff coke cut me off then told me to come get the sheets & change them ourselves ?? so, I said I was not touching sheets with fluid stains. We stated that this is totally un acceptable and the Manager then proceeded to get very rude and disrespectful ?? then called the police on us and put us out because we didn't take any of her bs.

  Business Response

  Date: 04/22/2023

  The guest reported an issue with the bedding.  The resort manager offered sheet replacement.  When this offer was refused, the night manager offered to change the bedding herself.  By this time the guests in the lobby had already begun to curse and yell at members of the staff while the lobby was occupied by other patrons.  The team members on duty felt threatened by the language and level of escalation.  All ***** team members moved to safety in the back office and called the police to have the belligerent parties removed from property and to restore safety for those at the *****.  *********** arrived the guests were evicted and a no trespass order was issued by the *****.  A police report was filed.  The guest and her associates are not permitted on the premises now or in future.  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19921985
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day of March 24 I spent about $400 on a room through booking.com at this resort. I dont see how a third party site determines the vaule of what the room you get but this what a employee told me on the actual hotel phone!!!!SAFTEY CONCERN!!!!! We super excited about staying here to enjoy our vacation until the NIGHTMARES OF ROOMS WERE GIVEN TO US!!!!! Its so sad that the room we walked into upon our arrival was VERY DIRTY , our room was next door to the ******* room as well , Not what was descri*** as our *** was in the wall!!!!!!! Pollen and dirt all over the balacony and banster chairs and everything THENNN TO TOP IT OFF A ****** RAG !!!! ****** !!!! I traveled with my ONE YEAR OLD DAUGHTER THANK GOD me and mom was looking throughly to see all the nastyness we could find and take pictures to report them!!! I called the front desk and she said and I quote "rhis is what you get when you book through a third party" ARE U ******* ME ANY HUMAN WOULD LIKE A CLEAN ROOM MY BABY IS IN THIS ROOM DONT STAY HERE THEY DONT CARE!!!! after I bought a two queen *** room thank God we were able to now move to the hilton garden inn MUCH BETTER AND WAY BETTER CUSTOMER SERVICE

• Initial Complaint

  Date:10/06/2022

  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.

  I had reservations at the Dayton House Resort Myrtle Beach SC. Check-in 9/29/22 Check-out 10/2/22 I called the resort on the 28 of September to inform the property that I needed to cancel my reservation because hurricane Ian. I couldn't travel, and I wasn't taking my elderly parents into a storm risking their lifes Booking.com charged my card on 9/24/22. $497.21 I have called Booking.com over and over, and I have also contacted Dayton House Resort over and over. I spoke to the manager Sharon at Dayton House Resort more then once, she put it in her notes for a full refund. Booking.com continues to say that there are waiting on the okay through an email for a full refund from the Dayton House Resort. I have not received my refund of $497.21 I have all of my emails stating confirmed cancelation from both parties.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/21) */ Mrs. *** booked through a 3rd party Online travel agent (booking.com). The front desk team issued a full refund to the Booking.com temporary credit card that was supplied to pay for the booking. Booking.com has Mrs. ***'s credit card and will have to issue a credit to the guest. If Mrs. *** will contact Booking.com to make them aware of the refund they will contact the hotel before they process her credit.