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:04/01/2025

  Type:Service or Repair 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.

  We were traveling last week 3-28-2025 we decided to stay the night in ****** Beach so I looked up hotels and found this one. I seen it was a little dated but clean. My mistake I did not read reviews, the price on the internet for the resort& golf club was listed only as a special internet price and no refunds but booked because it was a good deal. Upon arrival the price on the advertisement outside was cheaper than the internet special. Now to the actual hotel not only was it old it was the nastiest place I have ever been in. The air was so thick you could taste it, room was worse place I have ever been in the view from the balcony was a brick wall, the toilet was a rocking chair. Mold you were scared to touch anything. Curtains would not close and the gap in the door you could see outside. Trash everywhere in the parking deck and the smell is overwhelming. Obviously we left with no money back please tear this place down and start again there is no saving it.

  Business Response

  Date: 04/01/2025

  Tell us why here...We are sorry to hear that your stay did not meet your expectations. We always strive to provide a comfortable and pleasant experience for all our guests.
  We would like to clarify that your reservation was made through *******, which sets its own pricing and policies, including non-refundable bookings. While we do not control third-party rates, we always aim to provide competitive pricing for direct bookings.
  Regarding your concerns about cleanliness and odors, we take such feedback seriously. Had we been made aware of any issues during your stay, we would have gladly addressed them immediately, including offering an alternative room if available. Guest satisfaction is our priority, and we encourage all guests to report any concerns to our front desk so we can take prompt action.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23145809
  
  I am rejecting this response because:
  We did go to the desk but they can not take away the smell and the trash that was everywhere. They could not get the mold and uncleanliness out of the walls.  Everything here was bad nothing should be inhabited if the health **** could be called in I think it would be condemned.  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/01/2025

  Thank you for your response. We acknowledge your concerns and understand your frustration regarding your experience. As noted, the hotel did refund your resort fees as a gesture of goodwill.
  We regret that the issues you encountered could not be immediately resolved to your satisfaction. While the hotel staff made every effort to address your concerns, we understand that certain conditions impacted your stay beyond what could be remedied during your visit. Cleanliness and guest comfort are taken seriously, and your feedback has been shared with the appropriate teams for further review.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23145809
  
  I am rejecting this response because:
  Although you say every effort was offered I was never offered a refund whole or part I cant believe you think this is offering a resolve by wanting me to switch rooms.  The only thing is to give me a refund. I know youre going to say it was a third party deal but it still does not remedy that youre ripping people off. Whoever owns this hotel should be ashamed to even admit it. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair 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.

  We spent one hour in our room and found bed bugs and roaches. When we went to the front desk, we were told we would not get back our deposit unless their pest control person found the bugs and they couldnt refund the rest of the weeks stay because of computer issues. We will be there tomorrow morning to see the manager to try and get our money back, if not we will be spending time with a local attorney and the health department.

  Business Response

  Date: 10/22/2024

  Guest was refunded all but the 1st night pending an inspection by an outside pest control company. If the unit is found to be positive there will be a refund of the 1st night. If the room is found to be negative no refund will be issued. 

• Initial Complaint

  Date:07/25/2023

  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.

  I booked a 3 night stay and had to cancel the next week due to seeing horrific video on ******* that this hotel had cockroaches, bed bugs and murders and prostitutes. I canceled and requested a refund of the ***** that was removed from my account as stated in the booking instructions..the first night is to be paid upon reserving. They are now stating no money was removed from my account and they do not have it. They refuse to give me my money back.

  Business Response

  Date: 08/07/2023

  ...I am going to have to cancel my trip for Aug 16-19th
  unfortunately..my house was flooded and I will not be able
  to come. I paid my ***** deposit and will need that
  refunded. Thank you..I have stayed with you before and
  regret I will not be able to again..

  This is the message received from ******************************* I do not see any where in our system where her card was charged. If she can provide is documentation showing this charge we would be happy to refund her.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair 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.

  I checked into this hotel on April 3, 2023 that very day I had been in 3 rooms. The first room had mold, toilet nor sink work, got into the 2nd room the tv was cracked room was filthy, 3rd room the bathroom was terrible and HAVE ROACHES. Im highly ****** off my entire vacation was ruined I did not drive 13 hours for me and my family to experience this type of stay. I want all my money back the only refund these people offered was half off my first day which was $36 not acceptable I want everything back I spent in this place. They need to s*** this place down.

  Business Response

  Date: 04/05/2023

  The room that the guest is in has just opened from full renovations. I am also seeing that the guest is still in house. I would need more information to proceed further with this complaint. Did the guest check out? When? If the guest is still in house for the 3 nights we would need to know as it is still showing active in our system. 

• Initial Complaint

  Date:09/11/2022

  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.

  The whole place is infested by roaches, I told the staff, and they said they'd spray the room, and afterwards there was more bugs, and some rooms have ceilings falling in, and it's a major problem, it either needs major improvement, or to be shut down, it's very concerning

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/09/12) */ I am sorry that the guest did not enjoy their stay with us. Guest stayed 7 night with us and made no complaints to management till the day of check out. Guest could have checked out early or been moved to another unit or property. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's incorrect, we told them about the issues few days before we left, this hotel needs to be looked into, there's roaches everywhere and they don't even care, I'm worried about them letting other people stay there just to deal with roaches, and they let us spend so much money knowing there would be issues

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair 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.

  I checked into the room August 19, 2022, I always check the beds before carrying my luggage inside and found bed bugs on the box spring in Room **** I went to the front the office and told one of the check-in clerks that there were bed bugs in the room. She asked if I wanted maintenance to spray the room, my stated it is bed bugs and we didnt want to sleep in that room. She stated she could not give me a refund but offered another room, we were given room 523 which upon entering had cockroaches everywhere. I went back to the front office and told her there were roaches inside the room she said she could not refund my money for the room only the thirty one dollars and some change that I paid upon check-in. And I could get a refund for Saturday if pest control confirmed that were bedbugs. I told her we have pictures of both rooms and she was not interested to view them or send anyone to the room to verify while we were there. I want a refund they know they have bedbugs and take customer's money and not issue any refund. I am still waiting for my refund of the $31 and change also. I left and checked into a room that was clean and bug free. I have pictures of both rooms. which I am uploading to this. The check-in clerks also acted like it was not a problem and I was at fault for not wanting to stay in a room with bed bugs and cockroaches and the young white tried to cock an attitude when I asked about housekeeping not seeing the bedbugs. My wife told her look there are bed bugs I do not want to take them home and I have my son with me and that it was ridiculous to get an attitude when its not our fault they have bugs and we refuse to stay in a room.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/24) */ The refund of $31.08 was processed on 8/19/2022 this may take 7-10 business days for this to process to the account. We have polices in which we have to follow in regard to bed bug claims. Once pest control comes out we will be in contact with the guest regarding the findings. Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as we were asked if we would like maintenance to spray the room and I asked if the clerk wanted to see the photos and she said no! When we asked how long it would take pest control to look at the room she said she did not know a day or two tomorrow will make a week. You can go check yourself room 316 lift up the box spring and you will see them. I have the pictures as proof. I have never had this problem since traveling to Myrtle Beach honestly you know you have bugs, but dont care because you just want to take an honest person's money due to not wanting to stay in a bed bug infested hotel Business Response /* (4000, 9, 2022/08/26) */ Good Morning, Our pest control did come out and the room was found to be positive and the room was refunded in full. They will have to contact the booking agent about the refund.

• Initial Complaint

  Date:08/08/2022

  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.

  Stayed at this "Resort" on 8/6/22 The door frame was completely ripped off the wall so the door barely locked. Not safe at all with such a high crime rate. The WHOLE place was infested with roaches, including INSIDE the picture frames on the wall. The cabinets are falling out of the walls, 2 of the light bulbs in the room were shattered. Bed headboards were broken and falling off the walls. Lamps are completely covered in mold. The health department seriously needs to visit this place!

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/08/09) */ Guest made complaints at 3:23 am the policy was explained to him. If the room is found positive he will be refunded in full.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  I rented my hotel room on July 18th at 300pm, at the time the room looked ok. I came back to the room at 930pm and before I could open the door there were bugs crawling on the window and window seal. I opened the door and there were several roaches on the walls. When I turned the lights on the roaches didn't even care they proceeded to continue crawling all over the walls and furniture. I had a bag by my feet and a bug tried crawling into the bag. It proceeded to crawls under the bed. The beds were covered in bed bugs. I went to the office and when I informed them that there were bugs they laughed at me and said "and?" I told them we wanted a refund and they said no you have to take it up with booking.com and you are not going to get anything back you have to forfeit a night plus tax. If I was leaving because the floor was dirty or something I understand, but I could not let my family, my children sleep in that room knowing they were going to possibly get bit by bugs. The room was completely inhabitable there is mold on the ceilings, and the bathtubs was disgusting caked with old grim and who else's knows what. The fridge was full of yellow film that had a rotting flesh smell to it. This hotel I paid $189.44 for I would not have even paid $29.99 for. I was check out of the room by 10pm and I am sure they check someone else into the room shortly after they checked us out.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ I have looked into this matter and upon reviewing the issue the guest did stay in the unit and made no complaints to the front desk or we would have moved them to a different room. The only notes from the agent is that the guest will be checking out at 6 am and would like their cash security deposit to be mailed back to them. We do have a 24 hour front desk. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not stay in the rental and I did make a complaint and they laughed at me and said oh well.. I checked out along with 3 other guest for the same issue and had to make other arrangements since they refused to give me back the amount I paid for the room because it had to be forfeited. Their responds is a copy and paint response and is not acceptable! Business Response /* (4000, 9, 2022/07/22) */ If the guest can provide documentation of another hotel stay we would be more than happy to refund the guest for the one night. It would have to include their name and the same date and time of the reservation date as this one.

• Initial Complaint

  Date:07/11/2022

  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.

  Upon arriving to hotel room after check in, we inspected the beds to find all 3 beds contained bedding with stains. Half the cabinets are broken in kitchen. The door to room: handle came off in our hand. We went to store and planned to get new bedding at front desk upon return. When we entered our room and turned light on, cockroaches scattered. We immediately went to front desk who informed us there were no other rooms available but that they would spray and changed bedding if we could leave room for 20 minutes. We left for almost 4 hours. Upon return nothing was changed. My children were up all night afraid to sleep. They are refusing money back therefore I cannot afford to go anywhere. They offered a room at sister hotel. Upon looking at reviews, that hotel has bed bugs, homeless people, and addicts shooting up outside the door. Our door looks like it was kicked in. The door knob can off in our hand. The deadbolt doesn't work.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 8, 2022/07/20) */ After looking into the matter the guest did state the issues that they had in the room and the front desk did move them to a more suitable room in which they stayed the entire 8 nights.

• Initial Complaint

  Date:05/10/2022

  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.

  I visited the Polynesian hotel in Myrtle Beach SC as soon as we checked in the toilet was backed up in the room I went and spoke to the front desk was told someone would come they never did so I went back to the front desk I was told there were no other rooms and no refunds and that she didn't know what to tell me so we were stuck in the sewage with no restroom. We had to use public restrooms and showers it ruined our whole vacation. Then we paid extra for a ocean front room with a balcony and every day there was a man that woke us at 9am standing on the balcony working we couldn't open the door or go out and use it and was not told about any work being done. So on top of the sewage having to use public restrooms and beach cold showers we couldn't use the balcony. I paid $300 for a quarter of a room the rest was being worked on or covered in toilet water and sewage. The front desk would not let me speak with a manager. I think since I could only use the bed in the Stinky room that I should get a refund or at least a partial I've visited before and it was always ok. The room was under ******* ***** from 4/29 thru 5/2 room 405 I paid by card ahead of time I booked directly thru the hotel not a 3rd party.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/05/11) */ I have looked into this reservation and I am sorry that this has happened. Let us make this up to you with a discount on a future stay.