ComplaintsforMonterey Bay Suites

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim against Monterey Bay Suites Room reservation made on 9Sept23. The confirmation and cancellation number is 3T7656VS6. Friends arrived a night early and told us the conditions at the hotel were inhospitable and they left the hotel after visiting 6 different rooms for one family and 2 different rooms for another.As soon as I heard, I called the main number and was told to call the front desk. A rude lady told me she would ask the manager, later finding out her name was *****, if I could get a refund for the deposit. But offered no feedback only that my credit card bill would reflect her decision in the coming weeks. I finally was told to call back later when ***** was there. I called ***** and asked if the remainder of my party that attempted to stay at the hotel the night before were issued refunds for the poor conditions but she would not confirm. They were given full refunds. According to the manager, I have no repercussions but to leave a review for others which I have done.I do not want to pay these shysters a dime.

  Business response

  10/19/2023

  Thank you for the information provided. We are very sorry to hear of your friend's situation. The manager is correct in not offering any information about another's party's reservation. Our cancellation policy does notate that cancellations made within 14 days of arrival do forfeit the first night's deposit. Although she was following policy, we do understand the reason behind your request.   These photos are not representations of the units as a whole. We are excited to share that we are working with the unit owner on updates. We appreciate the opportunity to take care of your request and hope that next time you visit ****** that you will come see for yourself the quality and comfort of our property. The property is under new management, and we are looking forward to sharing updates with our guests.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July ***** Went to check in the room was overbooked so got a so called up grade. Had no air conditioning for 2 days ( we have kids), refrigerator wouldnt work so we lost all our food in the fridge, then had cockroaches all in the room. Presented the front desk with the cockroach and they do nothing. No manager or gm would speak to us or return a call.

  Business response

  07/27/2023

  We have looked into this complaint. We do see the issues they had as well as the repairs made. Although the failure of an appliance is out of our control it is our goal to respond and repair as quickly as possible. The guest did speak to management on 7/22. The guest was also compensated on that same day. It can take the bank or credit holder 3-5 business days to reflect any credits on the card holder's statement. It looks as though this complaint was filed before that timeline. Respectfully we are very sorry that the guest encountered issues during their stay, but we do see that this was handled fairly and timely.

  Customer response

  07/27/2023

   
  Complaint: 20372712
  
  I am rejecting this response because:
  We went 2 days with no air conditioning, finally fixed at 10pm on the second day. Lost all our food in the refrigerator( I sent a receipt for our food). Had to stay in the room waiting for someone to fix the air and didnt come until 10pm after multiple request to get it fixed. ********************** all in the room and we are all covered in bug bites from the room. This is unacceptable and should be fixed immediately. Im sure there is still a white ear bud behind the pull down bed in the living room to show it isnt and hasnt been cleaned. Guest come first not just trying to make money as we were told by an employee. Vacation should be a vacation not having a horrible, dirty room with everything broken and no one to care or speak to you about this. 
  Sincerely,
  
  *****************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon arrival at 3pm our room was not ready, we were told we would receive a phone call when it was ready. We never received a call but checked back at 415 and got our keys The elevators are a joke. One was closed the entire time and our first ride up we got stuck for at least 45 seconds it started shaking and the doors were trying to open but couldnt. Really scary. At the end of our trip that elevator was closed. On several occasions we waited 20 mins for an elevator. One of the many reasons we booked this hotel was the lazy river which was closed an entire day due to painting the bridge. At one point my family got in the hot tub and had to get out because the chlorine was choking us up. My kids complained of itching and burning and we rushed to the showers. ************ came only two times and only picked up the pile of towels (5)I left by the door and left new ones(2)They never took the trash, swept or made the beds. There was no broom in the room either so as you can imagine it for very *****. The extra blankets in the closet were visibly dirty and the entire room just felt dirty. There is nothing accessible about this place. The parking garage is a nightmare. The indoor pool is not actually indoors, at one point it was and the windows got blown out. All of the window frames and door frames are still on the ground making it a HUGE tripping hazard for anyone and stroller/wheelchairs are difficult to maneuver. It was chilly and raining most of our stay and our kids looked forward to the indoor pool. This was a covered pool at best. Employees were short and rude. The breakfast was horrible, we stuck to cereal the entire time. I will never recommend this hotel to anyone. One star. This hotel needs to have safety inspectors come out to pool areas and update all pictures on their website. I feel as if I was lied to and did not get the vacation I paid for.

  Business response

  07/13/2023

  We are very sorry to hear that your vacation expectations were not met. It is never our intention to be less than hospitable and offer a wonderful spot to vacation. Any time there is an issue, we encourage our guests to let us know during their stay. We want the opportunity to fix issues while they are here and not once they have left. If we are given this opportunity while here, we know we can ensure their stay is enjoyable.Our complimentary attached garage parking is tight for large vehicles. We do suggest alternative street parking as well. We should have done better with the cleanliness, and we do apologize if we dropped thew ball. I hope that you gave us the chance to make that right immediately. We do offer an indoor/outdoor pool area. In the colder winter months, pool enclosures are installed to the area to keep warm for swimming.  In the summer and warmer months those enclosers are removed.  The tracks are a part of the design. We do take pride in our complimentary breakfast featuring hot items such as eggs, sausage,and potatoes as well as the breakfast cereals, waffles, coffee, juices, and other continental items. Your feedback is appreciated, and we will use it to help us perfect these areas. Although we may not have been the ****************,we do hope that you enjoyed the beautiful beaches and town of Myrtle. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/03/2023 I paid a deposit for a room but had to cancel within an hour because of a family emergency. I spoke to one lady and I was told they would give a 100% refund but a lady from the motel said they would not. I have sent 2 emails and left 2 voicemails and no one will call me or email me back

  Business response

  03/08/2023

  My apologies for the misunderstanding. It is true that cancellations within 14 days of arrival forfeit the first night. It does however look like an exception should have been made since you had made your reservation within 24 hours of cancellation. We have processed your refund. Thank you!

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at Monterey Bay Suites in MB last week and found them to be infested with roaches! Have stayed at this hotel since 2008 and never had issues like we had this year! Checked in Sunday evening. Early Monday morning, a man beat on our door identifying himself as Pest Control and demanded in the room to spray. Also noticed the pest control service treating other rooms on other floors as we made our way down to the parking garage (as the elevators opened on various floors). Whole place smells like chemicals. Elevators are filthy. Noticably run down since we last stayed in 2019. Beach access stairs are literally crumbling and are a huge safety hazard. Whole bridge is rotting and shakes as you walk across it. False fire alarms late Wed or Thursday night. (Many Google reviews mention this as well, concerned system is malfunctioning, huge hazard if there is a fire.) After killing live roaches in our room Friday, we started reading current Google reviews and it's obvious they've been infested the bigger part of this whole year. After not sleeping Friday night, in the morning, we asked the maid about the situation, and she said she doesn't like working there because they don't have proper dumpsters and they collect all the trash and store it on one floor, and it draws bugs. She tried to call the manager on duty, on her speaker phone, and it went to voicemail. Maintenance man walked by, just shook his head. Said he'd check adjoining rooms for trash and come back to spray. We immediately checked out a day early. Reported roaches and desk clerk's response was "ok" and that she "can't do anything about it". Requested to be contacted by management, 2 days later still no response. These people are irresponsibly operating at people's health expense and it's not cool. Need to take responsibility. Have also reported to Health Dept and Fire Dept.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/30) */ Monterey Bay has always had monthly pest control, as all buildings should. It is imperative for pest control to enter the units to control the pests. This is scheduled for one day each month, and it is an unfortunate but necessary inconvenience. We apologize for that inconvenience, but it is required by the Homeowner's Association now as turning away pest control in the units effects other units. We are not sure where the maid's information came from, but the building has never had a dumpster per City regulations. The trash is collected from the floors each day and taken to the City dumpster which is 3 blocks away. It is not stored on site except for short periods of time as it is being transported. City and Health officials are very aware of this procedure as this is the procedure for many buildings in the area and was put in place when the building opened. The fire system is up to code and inspected regularly by City officials. The beach access bridges are also inspected for safety. We do apologize that Ms. ****** did not completely enjoy the six nights she stayed. We would have gladly moved her to another room if she was having pest issues. Her room was inspected upon departure and no pest activity was found at that time. Contrary to policy, we have refunded Ms. ****** for her early departure. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the partial refund, and finally acknowledging me, after a week. To your statement that you would have moved our room - your staff did not offer to move rooms - they offered to spray more chemicals, which clearly aren't working. You didn't bother to respond when they called you, or when we reported we were checking out, or after, until this agency contacted you. We appreciate the partial refund, so we can put that toward the hotel room we paid for at another hotel that did not have roaches. I ask that the business disclose the name of the entity they say inspects the beach access bridges and steps, as the broken steps are unsafe. We want to report to that entity for additional inspection and recommendations. Not sure how that could even pass inspection. Or how the hotel could miss the 2 dead roaches on the floor, we killed, right inside the door - when they indicated there was no pest activity found. After name of entity who inspects bridges is provided, we will accept the response and close the case.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 3 I reserved a room at hotel for $283. Upon arrival the lobby smelled of sewage. Room was located right outside an unsecured parking deck. Once in room my bathroom sink didn't drain properly & backed up. By 11 pm the toilet would not flush. I was not calling a person I didn't know into my room that late. We let them know 1st thing in the mrng. I have tried to request a partial refund directly with the hotel & they stopped responding to me. My accommodations were no where near acceptable for the price I paid. I am looking for some compensation since I did not receive the experience I was promised.

  Business response

  11/10/2022

  Business Response /* (1000, 9, 2022/08/23) */ We apologize that you did not have the experience you expected. We have not had any issues with plumbing in the Lobby, or any other complaints, so we are not sure what was happening at the time you checked in but this is certainly not how the Lobby would normally smell. Our parking garage is open up to the 8th floor and we do have open corridors. We are sorry you were not aware of this prior to arrival, but we do not advertise anything different. Many guests find this convenient to be able to park on the same floor as their room. We do have maintenance staff on site until 11pm and Security after that to deal with any emergencies. There were no reports of a clogged sink or toilet prior to your arrival, so unfortunately this is not something we could fix until it was reported. Since you only stayed one night and did not want it fixed prior to your departure we did not have the opportunity to help with this issue. If there was an issue we were given the opportunity to fix, but could not, then a discount would be appropriate. Unfortunately, that is not the case in this situation. Again, we are truly sorry that you did not have the experience you expected. It is frustrating when maintenance situations occur, but we do strive to handle them as soon as they are reported. You did book and pay for your reservation through a third party, so we do not have your payment details. Consumer Response /* (3000, 11, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding. I do understand that this is not how you would want your hotel should ran but unfortunately it happened & I was at the brunt of it all. The hotel said your sewage smells were the Porta a potties by the pool not a hotel issue. I am only asking for a small refund for the inconvenience of not having a working bathroom & not enjoying my stay at your hotel. I did book thru a 3rd party so how can we process a small refund back of $50 back to my card? What would I need to do to help you achieve this? I feel i am not asking for much since the room cost me almost $300. This would satisfy my complaint.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed that there was a gas leak at the hotel where I was staying. Upon asking the manger she informed me that wasn't accurate so I went and asked the officials downstairs. The officials told me there was a small gas leak and they were working to resolve the problem and that was why the power was out. I then went and spoke with management again and was told again there was no gas leak so it went and got a video of the gas company employee telling me it was a gas leak. I then went back to management and told her I had a video she said she didn't want to see the video if it wasn't from someone with the gas company I informed her it was. Once you seen the video she then stated that they never told her it was a gas leak. She refused to give me a comp for one night, she also refused to give me upper management number so I can call and complain on how rudely she was talking to me and refusing to give me the information I was asking for. The power was out for a while which my room was on the fourth floor no elevators were working we had to take the stairs I had my mother with me who has a bad leg and could not walk up the stairs.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ I can not speak to what a gas company employee told someone. I can only provide the information we were given and repairs that were or in this case, were not made. An outside transformer blew causing the building to lose power. The generator did not automatically come on. Standard procedure is to have the gas company come check the generator, the fire department also came since the lose of power triggered an alarm. The gas company checked the generator and got it working. There was no fuel leak and no repairs were required. The fire department cleared the building of any gas leaks. However, generators do not run the elevators so there would not be elevator service in a power outage. No customers were advised to leave their room as the alarm was cleared as a false alarm. There is a garage entrance on the fourth floor so if the customer needed to exit they could have exited via the garage. The fire department was also here in case there were any guest needs. No one purposely refused information. We are generally not provided complete information until all parties have signed off on an incident. This includes Santee Cooper, Fire Department, gas company, and generator company. We can not give information we do not have and do not want to give anyone incorrect information. This incident was not caused by anything in the building or any negligence on our part therefore we would not issue a refund as it was completely out of our control. We do apologize that the customer felt she was being treated rudely, but that was not our intention. We could only provide what little information the fire department gave us at the time. We are sorry this was not sufficient for this customer in the moment, but it was not under our control.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0n may 5, 2022 I checked into Monterey Bay suites. Not even 1 hour there and I called the front desk and told them there was people smoking on the balconys. Now this is a smoke-free resort it says it on the web page. I even told them where it was coming from. They said they would look into it. They never did. My whole stay there I spoke with them several times a day this went on until I checked out on May 8th 2022. It was not just cigarette smoke and cigar smoke there was marijuana the whole 3 days I was there. Now I was there with my nephew his wife and a 5-month-old baby. There is absolutely no reason that someone has to pay to stay somewhere and cannot sit out on their balcony and enjoy it. When I was there there was an excuse every time that there was no manager available for me to talk to. When I got back home Sunday I called the next day and asked to speak to the manager. She got on the phone with me and got aggravated that I told her I had videos of everything and she hung up on me and told me not to call again or she will file harassment charges against me. So I called the Myrtle Beach Police department and told them what happened. They said they would investigate the situation. This resort portray themselves as this nice hotel on the beach but they allow this type of behavior to go on. If you don't like cigarettes and cigars I would not stay there. What's even worse is that they allow people to smoke marijuana and my children have to smell this? This is way way not acceptable. If the private owners knew this they would be extremely mad.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/05/12) */ Monterey Bay Suites is a non-smoking resort. There are designated smoking areas in the garage. Anyone caught smoking in a unit is subject to a $150 fine. With that being said, we do investigate any smoking complaints to the best of our ability. When this customer originally complained we did send Security to try and locate the smoker. Security did not find anyone in the hall or on a balcony smoking. Security can not enter guest units without probable cause, so he would have to see someone smoking or be able to determine which unit smoke was coming from and in this case that was not possible. We are not saying that it did not happen, however, we can not stop something we are unable to locate. The customer did not tell us if they knew where the smoke/smell was coming from. This customer did call multiple times to the office and used unprofessional and harassing language which included belittling the Night Manager and accusing her of "smoking". He also spoke with the Day Manager and General Manager after he left using such language that no one was able to speak with him in a professional manner. If this guest called the police they either did not respond or were also unable to locate the culprit as we have no report of the police being on property. We are saddened that we were not able to satisfy this customer. We do not endorse smoking anything legal or illegal in the units or on the balcony. However, this guest did stay his full length of reservation and did not check out early. This guest has already filed a chargeback on his credit card so we are unable to discuss any refund or discount. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Monterey Bay suites employees did not check into the situation I told them the rooms it was coming from and I watched to see if anyone came out and they did not check upon my stay it was continually every day you cannot all but notice cigarette smoke cigar smoke and marijuana pot. I have witnesses to this but they are lying about the way the situation was handled I did not curse or get loud with them I conducted myself in a professional manner but of course the business is going to lie again anyone who does not like smoke or marijuana smell I would not stay there ever again would not recommend it especially with people who have children and after the fact that they have lied instead the things about me I would not trust this resorts not even with my life

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