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:10/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 in on 10/2/22. Leaving on 10/7/22. There were notes in the computer that we needed a lower level due to having my 2 yr old nephew and my moms extreme fear of heights. We got the 13th floor. Top floor. That was ok. We made it work. When we got in our room it was filthy. Dead bugs, hairballs under the bed and piles of sand all over the floor. The couch had tears and the sink won't drain. There was rust all in the small drain in the sink and it stunk. The balcony doors would not work on one side and we're so filthy we had to go by window cleaner and a squeegee to see our ocean view we paid for to see out. Not to mention we had to buy a dustpan to clean all the sand cause there was not one. We bought a swifter and mopped the floor so my nephew could sit on it. The cabinets had trash and dirt in them. The wall paper was coming off the walls, wall plugs broken, ceiling cracked and mold above the shower that went with the queen bedroom. I emailed them all these pics. The outside door wouldn't close so security kept leaving me notes to close it. There was a lot of bad going on in there. I emailed them on Monday they replied to me on Wednesday and basically said sorry call the receptionist. What's she gonna do? Apologize? We already done all the work. So I told them that I don't want anything free I just don't want the next family to walk into that. Then emailed them back and said ya know after all the money we've spent cleaning and my vacation time wasted, I feel like a extra night at a DISCOUNTED RATE would be fair. Not free. Just repay what I spent to clean their mess. I have pics of it all I emailed them all the pics. The resort is gorgeous but the room was a nightmare. It's Wednesday night I'm sitting here in the gross room and still I've heard nothing back from them. Not even a call. I'm at a loss. No I haven't talked to a human cause I was disgusted and wanted to cry. So talking to a real person right now to complain is not on my vacation schedule.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/10) */ We have a full staff on hand, if there was an issue in the unit we would happily fix it, as we want all of our guests to find their home away from home in our resort. All units are individually owned, and thoroughly cleaned prior to arrival. Furnishings can be older but they are clean. A refund was processed to a discover card in the amount of 307.84 due to guests frustration Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/15/2022

  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.

  June 25, 2022 arrive and was told I could check in when I arrived at 7 am and a place would be available around 1. Needless to say the front desk staff was rude and refuse to let me speak with the mgr. I have becoming her for 24 yrs. And have never had a problem. They purposely did not give us our condo until 4:30 that day & the staff hung up on me when I called to check. I have contacted the homeowners assoc. and have put this on social media. Our condo was not cleaned doors were broke & would not stay on the track we kept have to put them back on. No extra blankets or towels. the condo was no updated or clean or hole in carpet on patio. Was no a pleasant stay our bathroom was flithy had to get clean to come up & the kitchen was unclean. The mgr Tess knows about the situation & refuses to give me my refund. I complained everyday while there. Her statement was you stayed the whole. But where were we supposed to go. I had to clean the condo like I was home. I should not had to do this. She did offer a two bedroom but we had 9 people. I am very unhappy and I am requesting a complete refund for this stay. I am not the type of person to complain I am from a small town & I get it. Because I have been coming there for 24 years you would think the would not want to loose my business or the 7 families that come every yr. If you need further information please contact me via email or phone. Thank you **** ********

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/19) */ Our check in time at the resort is 4:00p and guest folio states she was checked in at 3:59p. Guest was in unit that has had new furniture installed in the last year, kitchen was also remodeled. Issue she stated to me was about a hole on the balcony carpet and some sand on the bathroom floor. We offered to move guest into multiple other units she declined stated she was unpacked, sent housekeeping up to retrieve the sand debris and to touch up the entire unit, guest was satisfied and did not want anything further. Guest was issued a $900 refund which is sufficient for staying an entire week, refusing to move units, and stating that all was ok after housekeeping came back up. She was very thankful for the refund and said she would let myself or Patrania know if she needed anything and we never heard from her again until check out when she text demanding a free stay. Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The furniture was not new. I took pictures of the dirty bathroom. I was offered a 2 bedroom. For 9 people. We need three was not offered another 3 bedroom. I want all money back. There were holes in the patio carpet. Someone before is Smoked cigars and they were all over patio I show it to the manager. We were not checked in at 430. Because the girl with the Jamaican accent did it on purpose. I was grateful but I want a full refund kitchen was not up to date either. I never demanded a free stay. I asked for my money back because of the horrible situation. I can't complain about the manager. But her entire state I can. K6 was dirty not up today and I will be filing a complaint with the homeowners association. And sending the pictures to them regard this condo. I will not be booking through Oceancreek I will go through a private owner. I just want compensated for our miserable accommodations and how we were treated at the from desk both at check in and check out