ComplaintsforHoliday Sands North "On the Boardwalk"

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had booked our hotel room for a family vacation 6 months in advance. The room itself is moldy. You can see it and smell it once you walk it. It is a health issue. It's making my family sick. Breathing this air is not safe. There are dead cockroaches throughout the hallways, there shouldn't be any. The air conditioner is full of lint so it can't breathe. This room was not cleaned prior to our arrival and at all during our stay. We are very disappointed.

  Business response

  11/17/2022

  Business Response /* (1000, 9, 2022/09/08) */ Good morning, We did not receive a complaint directly from the guest and if they were not happy with any aspect of the room or the stay, we would have gladly refunded any and all monies paid. Additionally, had the guest brought any of the referenced issues to our attention at check-in or anytime there after we could and would have moved the guests to a different unit and take that unit out of service to correct the referenced issues. We will address the issues with the unit asap. Garett W******* Consumer Response /* (3000, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the state of the room it had caused the family to get sick, breathing in moldy air, and the saturated carpet. There was no one to talk to as the room was never cleaned. Family couldn't enjoy the area because of getting sick due to this room. The right thing to due would be to partially or Fully refund the stay. Business Response /* (4000, 13, 2022/09/14) */ I have issued a full refund to the guest. The refund was issued today, Wednesday, September 14, 2022. Please allow 5-7 business days for the refund to post back to the accounts on file. As far as contacting the guest, I have not and have no plans to contact the guest as I do not see how it would be beneficial to either party at this point. This was the guest desired result, so, the refunds have been issued. Consumer Response /* (2000, 15, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 20, 2022/09/16) */ ***Document Attached*** This merchant said they would do a full refund, but I received a notification from my bank, saying that the refund has been canceled by the merchant Business Response /* (4000, 22, 2022/09/19) */ Good morning, As I stated in my previous reply, please allow 5-7 business days for the refund to post back to the account on file. It will take FIVE to SEVEN BUSINESS DAYS FOR THE REFUND TO POST TO THE GUEST ACCOUNT. If you would like to provide an email address, I will gladly send pdfs of both the sales receipts and the refund receipts. We DO NOT do business that way (and never have)!! I would suggest waiting the 5-7 days for the refund to post to his/her account, like I stated originally!! Garett W******* Owner/Operator Business Response /* (4000, 24, 2022/09/19) */ ***Document Attached*** Attached are copies of the original dates of the charges and also the date the refunds were issued. Consumer Response /* (4200, 26, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you would read the notification I sent you that I had received from my bank, clearly you do, do business in a shady way. It is believed, and after talking to people I know that still work in hospitality industry. That I myself was in you generated a PDF refund receipt to satisfy this complaint and then canceled it. If you would look at the notification from the bank, you would see that. It was pending. Then canceled my the merchant. Consumer Response /* (4200, 28, 2022/09/20) */ ***Document Attached*** Canceled transaction my hotel. To satisfy BBB complaint. Believed generated refund PDF then canceled. Transaction didn't want to lose revenue. This is a normal practice in hospitality industry after talking to several people still in hospitality that I myself was in. Business Response /* (4000, 30, 2022/09/21) */ Good morning, I would suggest Mr. ****** dispute the credit or debit card charge with his bank or credit card company. At this point, he will be notified by the bank or credit card company that both transactions have been refunded in full! At this point, as far as the BBB you can continue to send me updates, but I have refunded all (100%) of his money and on my end this case is closed. Once he disputes the transactions, merchant services is going to send him the same information I already submitted to the BBB. I believe the only one being shady here is Mr. ******. You can look at our track record and see that is not how our family does business and we have been doing business under our brand since the 1960's!! Have a blessed day! ****** ******** XXX-XXX-XXXX

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