Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $221.13 after we checked out of Ocean Reef Resort. I received a text message from my credit card company stating that this amount was charged without a card present on 6/28. When we checked in on 6/27 we paid a balance due of $1,662.59. I have attached a receipt below. I went down to the front desk to notify that I received an alert from my credit card company, but they reassured me that the amount of $221.13 would "fall off" my account once I checked out. After we checked out on 7/4 I looked at my credit card app & found that the resort charged us the amount. I have tried reaching out to ********************* (guest services manager), but I've never received a response. In the meantime my credit card is gaining interest on an extra charge I did not authorize.

  Business response

  08/23/2024

  Dear *****************************,

  I am very sorry about the confusion surrounding your billing. We are currently looking into this issue and someone from the resort will be contacting you after the weekend to discuss the matter. Thank you for reaching out and we look forward to getting the issue resolved.

   

  ***********************

  Resort Manager

  Ocean Reef Resort

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am writing to share our concerns regarding our recent experience with Ocean Reef Resorts. As current RCI timeshare owners, we initially had no intention of purchasing another timeshare. However, during our vacation, we were approached by your representatives who invited us to a presentation. The promise of no maintenance fees and access to various destinations intrigued us, so we attended.During the presentation, which lasted about three to four hours and included a complimentary lunch, we were assured that our existing RCI timeshare weeks could be transferred to Ocean ******************** We agreed to the purchase based on these assurances. However, we were not informed that this would involve buying a new ************* membership.Despite numerous follow-ups over six months, there has been no progress in transferring our timeshare or obtaining the promised membership. Our requests for a refund have been denied, and we have been accused of dishonesty.The financial burden of this decision has been significant, particularly given our fixed income and health conditions that limit our ability to travel. Additionally, the resorts amenities did not meet our expectations, adding to our frustration.We have also faced difficulties and expenses trying to sell the timeshare. Given these issues, we request that Ocean Reef Resorts address our concerns promptly and offer a satisfactory resolution.Sincerely,***** and *************************

  Business response

  08/13/2024

  We apologize for the inconvenience this guest experienced, however the company that they are having issues with is Club Wyndam Timeshares.  They are an independent vendor that operates a kiosk in our lobby.  Unfortunately there is nothing that the hotel can do to help assist this guest.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a 2 night stay with Ocean Reef resort from August 7th-9th 2024. With the approaching hurricane this week , I called to cancel the reservation and request a refund. I was told that I would only be given one nights refund unless there was an evacuation order. I spoke to another family that was booked this same week , they received a full refund for their stay. I have reached out and explained that there was in fact flooding in the area that I would have been driving through and high winds and extreme rain in the ************ area, making it unsafe to travel in. I was still denied a full refund with the explanation that they did not have flooding near their resort. However , this does not change the fact that my safety traveling there and near their business wasnt at risk. Why would a customer not be entitled to a refund when there is a state of emergency in the area. I am requesting a full refund or a voucher for a stay.

  Business response

  08/09/2024

  Dear ***************************,

   

  Hello. My name is *********************** and I am the Resort Manager of the Ocean Reef Resort. I am very sorry to hear that you have encountered issues surrounding your cancellation with us. I would be very interested in speaking with you directly concerning the matter. I hope this message finds both you and your family safe and sound after the recent storm. Please feel free to contact me directly at the resort and I look forward to speaking with you.

   

  Sincerely,

  ***********************

  Resort Manager

  Ocean Reef Resort

  ************

  *****************************************************************

  Customer response

  08/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made a reservation at ocean reef for August 10-14, 2022 based on pictures that they posted on their website. Reservation number XXXXXX. When we arrived, we quickly realized that it was false advertising because that place is worse than awful. All rooms are covered in black mold that made my children extremely sick. They were sick for one month after the stay at ocean reef. These terrible people will make you sign a Covid waiver because they do not do any kind of cleaning or disinfecting between customers. We paid $1,700 for 4 nights and as soon as I saw how terrible the room was, I asked if we could please leave the premises and get our money back and we were told that there will be no refund. The closet door fell right on my head because it wasn't even attached to the hinges and injured me. The unit was not cleaned, not sanitized, and covered in mold. We were given a room with a broken stove that only had one working burner. I couldn't do laundry because the washer had wet clothes in it from previous people. There were poop stains on all walls, doors, and appliances. We had to wait a long time between showers because the water would not go down the drain. All the furniture was beat up. The pack and play that was brought to us had dirt and dry milk all over it. There was a dead fly on the window. There were toys and hair ties and trash under the bed and under the couches. The fridge wasn't set at the right temperature so the groceries that we brought with us, froze. And every time we called about a problem, they sent technicians out that had no idea what they were doing. The water in the lazy river was literally green-gray color and you could not even see the bottom of the pool. When we came to the arcade, four of the machines ate our money and never even turned on. For two months I went back-and-forth with the manager Tarra Drost who refused to issue a refund. I disputed the charge with the bank and she fought the bank so the bank could not recover the funds.

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/11/02) */ We have offered to refund the guest one full night or to provide her with a gift certificate for a future stay in the amount of half of her stay. She has declined both offers to try and rectify the situation. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tarra D**** is a terrible manager. She really does not belong at Ocean reef. She would not provide me with the information for corporate office after I've requested it a dozen of times. I ended up getting a hold of the manager from the corporate office for a Oceanreef and he is in the process of resolving the issue. If she would have provided information right away, I would not have to file this complaint. Corporate office manager is extremely apologetic and trying to rectify all issues. What Tara considers as her rectifying the issues from our stay in offering 1 night refund, is completely inappropriate and offensive. However, I will pull my complaint as soon as the corporate office actually resolves the situation. Thank you BBB for your assistance in this matter.

*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. ↩