ComplaintsforOcean Reef Resort

• 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.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children and I stayed at the Ocean reef resort on Oct 16-Oct.18 ,2021 in Room 222. I reserved this room online as I've done in the past as a repeat customer for years even trying to stay in the same suite room if available. The room given to me upon my motel arrival was not the room described at booking or paid for at check in. Once I got in the room , I immediately called the front desk from the wrong room (which was also unsanitary with mold and smoke smells in the room) they gave me and I was told no other room were available as of that time. This was after I was driving over 3 hours to get to the motel so I was too tired to argue anymore at that time. I also told front desk this upon complaint that arrival day /along with telling them that my child staying with me Is disabled and has breathing problems and this was not a safe environment if we stayed in this room 222. I also explained that I don't smoke and have never stayed in a smoking room before so as a repeat customer,they should know that and fixed their mistakes but giving me another room and by coming to look at the unsanitary room they gave me which I had to clean for an hour before my disabled child could come in the room 222 since we had no other room choice given to us by the motel. I was told again no other rooms was available and I would have to stay in that room If i wanted to stay at the motel during this time. I let the motel know I was unsatisfied with their service and as a repeat good customer that was not acceptable. I requested a full refund of my stay of $350 already paid , but I was told by the front desk manager lya B**********, that the motel will not give refunds. I also told them I was going to file a complaint to the BBB because I was not giving the ocean front suite non smoking room I paid for. That was the last interaction I had with the motel till present time. I'm still only asking for a refund of my stay for the ocean front room I paid for did not receive .

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/19) */ I have a recording on the reservation and this guest got exactly what she booked. She was given the option to check out with a refund but she chose to stay, therefore there will be no refund. This guest called the resort to the point of harassment. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emails showing no regun was ordered or given a d I NEVER called the motel , harassing them .I only called once and emailed lya b********** ,front desk manager after that . I will attach her email of her saying no refund with be given to me for their room mistake . Business Response /* (4000, 10, 2021/11/23) */ These emails were AFTER the guest had checked out. I would attach the call but I don't see where to do so. Consumer Response /* (4200, 15, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I was offered a refund from the beginning,why would I have the need to file a complaint. ? The motel just told on themselves for false info given to you now as well as me from their service from the start . Point proven ! Business Response /* (4000, 17, 2021/11/25) */ I have attached the reservation call. This will be my last correspondence. Consumer Response /* (4200, 19, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still request a full refund due to services not rendered at this motel!

*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. ↩