Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my daughter and two grandchildren on vacation. We stayed at hotel blue in ************ S.C. It was the worst stay ever an ruined our vacation. The sink in the bathroom was stopped up, the commode stopped up a couple times we had to brush our teeth from the bathtub water. There was no pillow cases on the pillows there was no blankets on the beds, top of refrigerator was nasty, the sliding glass door wouldn't hardly open an shut, vent in the air conditioner was really dirty. Two black men from maintenance walked in our room without permission while my granddaughter was using the bathroom. I talked to management several times regarding the issues they told me they would come fix everything and never came. They only compensate me for one night stay. I'm very upset with this motel and I feel like I should be compensate for more. Our stay at hotel blue ruined our vacation. The pool was so dirty I couldn't let my grandchildren play in it

  Business response

  07/29/2024

  We sincerely apologize for the issues ****************** had. As she stated we did compensate her one night of her stay. We are not willing to offer any more compensation. 

  Customer response

  08/12/2024

   
  Complaint: 22059726
  
  I am rejecting this response because: I chose hotel blue over all the motels in ************ mainly because I thought it was a little cheaper.  But once I got there and they charged my card it wasn't any cheaper.  Myself and my daughter an two grandchildren stayed for 5 nights. It was the worse hotel stay I'd ever experienced.  There was several repairs that I addressed several times to management. The whole 5 days of my stay they never came to fix the issues. There were no pillow cases on the pillows, no blankets on the beds only a topper sheet. They told me we had to change our beds they didn't offer those services.  The sliding glass door was messed up  wouldn't hardly open an shut. The air conditioner didn't work properly the vent was very dirty. The sink in the bathroom was stopped up the whole time we were there we had to brush our teeth from the bathtub water. The commode stopped up 2 times . And to beat all that two men from maintenance walked in my room without permission while my granddaughter was on the commode.  From that day on we did not feel safe in our room we was having to look over our shoulders making sure No one else walked into our without permission. The pool was so nasty I couldn't allow my grandchildren to play in it. The elevator was always messed up. Someone actually got stuck on the elevator during our stay. It was a very bad stay at hotel blue and pretty much ruined our vacation!!!!!
  
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  As stated before we are offering no more compensation. 

  Customer response

  08/12/2024

   
  Complaint: 22059726
  
  I am rejecting this response because:I will take further action.  I feel I should get a better compensation for all the issues that I had with this hotel...
  I will take further action. 
  Sincerely,
  
  ***********************;

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into Hotel Blue on 04/10/2024 - 04/14/2024. I was charged $511.89 for the stay plus a $150.00 security deposit which was to be released to me within ***** days after departure. To date, I have not received that security deposit and there was absolutely no damage to the room nor even anything out of place. Additionally, on 04/13/2024, I was called to the front office to speak with the night manager who advised that someone was seen smoking on my balcony from security cameras. We were immediately evicted, told we had 30 minutes to leave, and charged a $250 fine, and the hotel kept the money for the last night's stay. We were not allowed to dispute this whatsoever nor even allowed to speak with the general manager. The night manager and security guard were invited to our room to check for damages, smoke, etc but refused to come take a look. There was absolutely no recourse for us. Had we not left, the cops would have been called and then we would have been trespassing for not leaving. No where in their policy did it say anything about a $250 fine nor did I agree to pay this. The only thing in the policy about a fine is if you bring a pet to the resort, there is a $500 fine. Nothing about smoking or a fine and there was never, EVER any smoking in the room. However, other guests were smoking marijuana clearly every night as you could smell it everywhere yet nothing was done about that. I have called numerous times as well as emailed the resort and have not got a response whatsoever. I feel this is used as a way to unethically and possibly illegally make money for the resort. It was our last night anyway so they kicked us out, I had to find another room for the night, and there was no way for me to dispute this in any way. Basically if they evict you, leaving is your only option, even if you are wrongfully accused. I feel this is very unjust and a refund is warranted for the security deposit, fine, and last nights stay of $125 including tax.

  Business response

  05/19/2024

  Your were caught smoking in your room which includes the balcony. You were evicted for that reason. You booked on our website which discloses that we are a non-smoking hotel. Plus we have signs posted at our Front Desk, that if you smoke in a room or on the balcony, everyone in the room will be evicted and a cleaning fee of $250.00 will be assessed.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hotel Blue night manager tried to double charge my card upon arrival. I pulled up my banking information and showed that it went through and she wasnt charging my card again. We were supposed to get 150$ deposit back within 10 days and still have not received. While there, guests were smoking pot everywhere, and then there was gun shots on the floor above and one of the guys jumped from the floor above us to run and ended up dying. I want a full refund on everything paid, but in the very least we need to put 150$ deposit back.

  Business response

  05/07/2024

  At check in we did make an error of authorizing your card; we authorized the balance owed $504.21 twice. Our evening manager apologized the for the mistake and corrected the error on your check in day. We finalized one of the $504.21 authorizations to pay for the balance of the room. The other $504.21 authorization we released the same day. We do require a security deposit and normally put an authorization of $150.00 on a credit card. Our evening manager decided to not put any more authorizations against your card, so the $150.00 was never done. All in all your card was only charged $504.21 and your initial deposit of $116.21. 

  Unfortunately, there was an isolated incident at the property where authorities and emergency personal were needed. The hotel staff cooperated with the police and the General Manager came to property within an hour to assist. The current management has been here for 6+ years and this was the first incident of this kind. This incident was well beyond our control and we did everything to the best of our abilities and the police actually complimented us for our assistance. 

  Customer response

  05/10/2024

   
  Complaint: 21677743
  
  I am rejecting this response because:  They have made a great corporate response.  This Hotel should be under review and have marks against them if all kinds.  I dont even care if I get my money back.  The night manager conducts herself as a baseline employee.  They take no responsibility for their actions and their answer is always not our fault.  I do hope the BBB looks further into the matter for future because this was no isolated incident.  They should have their financials investigated.
  
  Sincerely,
  
  ****************************

  Business response

  05/13/2024

  Our response was that we made an error at check-in with your credit card but we corrected the same day. Again, our response was our evening manager apologized for the error when it happened. What you were quoted for your stay is what was eventually charged to your credit card. Standards in the banking industry are 3-5 business days for refunds or authorizations on a credit card to be processed. As stated in our first response, your credit card was never authorized the $150.00 as we had already authorized too much. Everything is correct with your credit card.

  Customer response

  05/14/2024

   
  Complaint: 21677743
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a reservation from April 25, 2024 - April 29, 2024, at Hotel Blue located at ********************************************. We paid $165.24 at check-in for Daily Vehicle Registration, Lodging Tax, Destination Fee, Resort Fee that was to be charged, for each day of the stay. We had to leave one day early, due to an emergency back home. At check-out I received a receipt saying we had a credit balance of $37.15, due to leaving early. The initial payment was put on a Credit Card. No Pending or Posted credit from Hotel Blue has shown up on the Credit Card Transactions. I have left three (3) voice messages at the number listed for "Contact Us", which is: **************. These dates were approximately: April 30th, May 3rd and May 7th (morning). I also filled out the e-mail Form on their "Contact Us" for an existing reservation and any other information. This was sent on May 4th. To Date and Time, I have not received any phone call or e-mail replies. I am asking for the $37.15 to be Credited back to the Credit Card used at Check-in.

  Business response

  05/07/2024

  *****, you booked with an outside affiliate or a 3rd party as it is commonly referred to in the hotel industry. You booked with BlueGreen Vacations. When you booked with them you agreed to the terms and conditions that they present to you. Part of that agreement is to pay the hotel directly for the resort fees and room taxes for the stay. In your case that total was $165.24.  Also, part of the terms and conditions are all fees and taxes are non-refundable. If you requested a receipt upon leaving a day early, it would only show the fees and taxes up to that time. We are sorry that you were not able to stay for your entire scheduled length of time and for the confusion with your receipt. Booking a vacation with these types of companies are great to save some money but part of the savings does come with conditions. We will not be issuing any refunds as we have fulfilled our obligations to the agreement we have with BlueGreen Vacations.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed in hotel blue for 6 months..they owe me over 700 dollars in tax money.I have waited 3 weeks now.Normally they put it back on your debit card but I have a new card and told by manager several times it's not ready yet.My patience has run out

  Business response

  04/18/2023

  It is hotel policy to refund the original credit card. ************** not longer had that card or access to that account. We do not handle cash for hotel rooms. We are working on getting ************** a check for his refund. With the Easter holiday, time has taken longer than normal. We have ****************** telephone number and will call him when the check is available to pick up, as he refused to have the check mailed to him. 

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a 5 night stay for 07/31-08/05 for me and my family. I booked a ocean view room with a king size bed in the bedroom and a couch that pulled out to be a queen size bed. I asked for early check in the day before they said they would note it that I would like that. We got there at 11am 07/31 and the room was not ready. Went back at 4pm and they said the room was still not ready but we could have a different room and that is was "the exact same as the one we payed for." I went to go look at it, and there was a TWIN bed in the bedroom and a queen size bed in the living room! Also it was STREET VIEW!! I saw cock roaches everywhere. I went back down and told them I wanted a refund that I was not staying here. I signed the paperwork for refund. They said 7-14 days we should get our money back. It is now 24 days later. No refund. This is for over $1,000. This is hurting my credit score! I have been calling Hotel blue for 5 days now. I have sat on hold for over an hour and a half with no answer. I have emailed them. I have spoken with someone from the front desk 4 times. All they say is there is no manager on duty and I will have to wait for the manager to call me back. THEY NEVER DO!! I also can't believe there is never a manager on duty... They are REFUSING to refund me. I am now contacting my bank for a dispute and possibly the police for thievery. I have 5 kids to feed and take care of, I told hotel blue this, and they don't care because it is not their problem. This place should be SHUT DOWN!!!

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There was mold in the room that they gave us originally but when I arrived here I had to move to four rooms due to mold and non sanitary issues I felt like we was judge from the day we walked in they mentioned to us how we were lucky cause this hotel doesn't let people who reside in Florence. Not only did me have move our stuff over and over but I have a baby in this room and not only that they had us sleep in a vacant room until the manager was available then when were able to see manager I felt like we were forced to stay I paid 1300 to be treated this way

*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. ↩