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Hotels
Ocean Star HotelThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have rented a room here fory pregnant daughter 3 weeks ago. They are rude , harassing her about running water, room full of roaches , she did not bring them with her. Bathtub is messed up, no hot water for 2 days. I want a refund since I been renting the room until now. I am disabled and have too e her an all her stuff again which cost money. They have done nothing to resolve the issues. This place needs to be fined an s*** down . I want All my money back an some. They are bullies on drugs that work there.Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My partner (*****************************) and I recently booked a two night stay here for the amount of $644. Shortly after, we discovered the reviews of the place as well as a viral video in which the person shows video footage of the hotel room which has mold, moisture, stains on bedding, mold on bedding, and stains on furniture. Other reviews state that there are bedbugs and roaches present as well as confirm the mold issue. We booked through hotels.com, and were told we had 7 days to cancel our booking. We were denied any refund, and the hotel is now blocking or ignoring our calls. We will not be able to stay in a biohazard/mold/pest infested room and are now totally out of vacation funds due to the extreme high cost of this disgusting place and the lack of any partial refund. We are reporting them to proper outlets in hopes they will have some sort of repercussion for this totally vile behavior and conditions.Initial Complaint
12/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The man working the front desk charges a ***** fee although I have fully paid through agoda website n the website mentioned no cash ree at check in..he had a stranger knock on my door requesting the money early Christmas ******* felt unsafe at this hotel...I would like someone to see why he is collecting a cash fee when he already is paid though the job..he has a web page full of complaints..this issue is turning ppl away from this buissnessInitial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
September 27th around 10pm after working a long twelve hour shift, my fiance and I decided to call it for a night. We looked up some hotels on booking.com and saw some affordable ones in our price range. Ocean Star Hotel was one of them and, we called the hotel to inquire about a deposit due to the fact most required a deposit. The man whom answered the phone stated that there was no deposit but, we would need to put a major credit card on file. In addition, we asked how much would it be if we did a walk in versus booking online through a hotel booking website. The man stated that it would be best to book online rather than to do so in person. We saw that it was a reasonable price so, we booked it through booking.com where it placed all the details of the property and check in guidelines. When we arrived at the hotel, the man stated that it took thirty minutes to get confirmation of the booking so, we waited for thirty minutes. Upon waiting we saw some negative reviews of the hotel trying to charge extra in some aspects of previous guests stays so, we decided to confront the man at the desk anticipating something. He waved me in and have me sign paperwork and then finally before handing me the keys to the room, he was speaking with another gentleman about something in another language. Then I'm told how was I going to pay the forty dollar resort fee? I explained to them I did not have forty dollars upfront and, I wouldn't be able to pay that until early morning when I get paid. The man refused. I contacted booking.com about Ocean Star Hotel and, they did little to solve the problem so, I am asking the BBB to step in and take action. No where on or in the hotel it mentions a resort fee, nor any hotel booking website. They have taken our money and left us stranded for a night, there is nowhere for us to go and booking couldn't even credited us another room for our loss of $62.26.Initial Complaint
09/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This business falsely advertised as a hotel when they are a motel. They charged an $85 "cleaning fee" for me to enter my room. The room was filthy, I still have all documents proving so. There was some type of mold growing in multiple spots in the room, there was **** and blood spatter on the bed, and the light in the room didn't work. The manager told me verbally I would receive a refund because I didn't complete my stay, and has since refused to release the funds back to my bank account, and has been caught lying multiple times by my institution about the authenticity of the charges. I want my $491.67 back as promised. And I want an apology for the racism and discrimination I faced while there.Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
It's a motel in Myrtle Beach it's discussing.. smelled of pot and alcohol rooms were filthy . Garbage everywhere.. frogs on the elevator.. and pretty sure there was a ********** and her **** in one of the rooms.. we were terrified to stay there not to mention the uncleanness was just too much ... They refused to give our money back we paid for 2 nights in advance...Initial Complaint
06/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 17, 2022 at 12:00 I booked through agoda booking site for 2 nights. I selected arrival time "unknown" we live 7.5 hours away we began our trip and a storm came through and a tree fell on our house we turned around called the hotel and agoda and asked to cancel due to emergency situation they said no to a refund, moving the date of our stay so we decided to take the trip so we were not out the money even though the policy states partial refund should have been offered. We began the trip agian and I called the hotel to ask the latest we could check in. They told us 12 and we assumed we could make it. Halfway through the trip I called them to explain we were stuck in traffic and our arrival was showing a few minutes after 12 they told us they would not check us in after 12. We were traveling with our 2 children and were terrified of finishing the trip there and being rejected for being a few minutes late. The manager was very rude with us multiple times we would have understood except for the fact we paid the 387 up front. They pocketed the money and we were out a vacation. Also the agoda place had to ask US for the phone number to the hotel because they didn't even have a real number for them! They said it was policy however how is someone to know the policy if they have never been told it or if there is no site to show it! It was not on our confirmation!! please help us we don't want this to happen to other families who try to travel there. Also tried "chatting" with there customer service who continued making us call them. We called them and each of there numbers a ridiculous amount of times because they kept hanging up on us.Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I AM PREGNANT AND ASTHMATIC AND HAD TO USE INHALERS!!! We checked in at 4 am for our 20th wedding anniversary. The 1st room was under construction. The second room was covered in filth. The air conditioner was caked with nasty and dust. I took a video. I AM PREGNANT AND ASTHMATIC AND HAD TO USE INHALERS!!! I requested a refund and I was told to contact a manager at a later time. I spoke with a shift manager today and told to contact this way. We never stayed at all at this motel, it was too disgusting to put my daughter in the floor. Please contact me asap. The video is too large to include so I can send other ways if necessary. I WANT A FULL REFUND. WE NEVER STAYED THERE!! THIS BUSINESS RUINED MY ANNIVERSARY. They will not contact me nor let me speak with the appropriate manager. I've emailed the manager every single day multiple times with no response. XXX-XXX-XXXX ******* ******
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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