ComplaintsforPolynesian Beach & Golf Resort

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/24-06//26 Room is moldy, broken door, broken air conditioner, deteriorating walls, no lights, broken locks.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/07) */ Guest stayed back in 6/24/2021 and at this time we came to an agreement with the 3rd party that they booked with after 2 nights of staying with us that we would refund them the last night and the resort fees associated with this as compensation for the issues that he provided us with.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 22nd I checked in late at the Polynesian motel. I woke up to find a pregnant cockroach above my head on the headboard so I got up and pack my stuff and put it in the bathtub. That was 3:30 Saturday morning and because I had to work I asked them not to spray and to just give me another room for the remaining of my stay. So when I got off that evening I was put into a room that had roach infestation and black mold. I know it's black mold because I'm allergic to black mold and I get terrible headaches and this headache lasted for 2 days due to seasonal allergies it was hard to get out of my nose and that's what I'm complaining about. I was normally put into a room that the front desk who checked me and knew that there was black mold because it's dripping down the wall black pores all in the microwave and in the coffee pot, the shower curtain was too short so when I went to go and put my stuff in the bathtub it fell and hit me in my head. I have pictures for these facts.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/10/29) */ Guest stayed at the Polynesian 2 nights and then was moved to Ocean Plaza which she stayed 2 more nights one of which she added on, We accommodated her by moving her to a new room. She did not make any complaints upon check out. Guest reached out to the owners via email, with complaints. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I did not feel like I was accommodated for the money that I spent. I brought my complaints to management and she accommodated me with a $19 room which was not satisfying. Business Response /* (4000, 9, 2021/11/02) */ Guest was moved to another room that she was satisfied with after she made her complaints she even added another night in the same room. Consumer Response /* (4200, 11, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that the receptionist lied to me and said that she did not know what goes on or what is in each room is a lie because I have worked numerous times in hotels and I know whenever housekeeping found a problem we will take it to the front desk, not maintenance so that way front desk can make a note of what was going on in the room and write it off as maintenance did it. Coming from out of state of course I was going to take the room on the 4th floor at $19 for an extra night considering I had just recently had surgery so moving forward times and that 6 day period was physically and mentally exhausting. I complained which is why I was upgraded but to tell me to my face that she did not know what was going on in the room goes to show you not only what type of person she is but if the company is going to back her up it just lets me know not to spend my money there and to use my pictures on the internet so nobody else won't fall victim as I did coming to this beautiful city Myrtle Beach. If a proper investigation is done during my time period I was not the only one to complain again like I said it was myself 3:19 and 323 who had a conversation about how that receptionist should not be the face you see when visiting. Business Response /* (4000, 13, 2021/11/07) */ Due to the fact that we did move her and she added a night on at a very discounted rate we can not offer any more compensation for this reservation Consumer Response /* (4200, 15, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not the Polynesian where I extended my stay, they moved me to another motel, The Ocean plaza is where I extended my stay one night. Stop playing games and hold your employees accountable for their actions. Remember I have a video and pictures from room 226 and 111 that was taken at the Polynesian motel. Not to mention that I arrived on the 17th October, checked the ocean plaza the night someone got shot at the Polynesian hotel. Business Response /* (4000, 17, 2021/11/10) */ The Polynesian and the Ocean Plaza are owned by the same company. I am sorry that we can not come to an agreement.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a motel for 4 nights they change my card $222.32 and then they made me pay $62.16 for a resort fee which cause of covid they don't suppose to also you guys putting f wrong pictures on line my 402 room didn't look like the pictures on agoda when i booked the motel

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/10/26) */ Guest booked thru a 3rd party called Agoda/Priceline, Resort fees are stated on the website that they are due at check in. Guest did stay the 4 nights in the unit. No complaints made till after check out. Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I did email the office during my stay and also told 1 of the people that was getting trash and stuff that they was issues so yea you guys knew. I want half of my money back cause you guya don't put fake pictures on line and to get people to stay that against the rules of the government Business Response /* (4000, 11, 2021/11/01) */ Guest occupied the unit for the 4 nights, we do not offer housekeeping service at this time due to Covid, Coffee is also not provided in the units but can be purchased at the front desk. $62.16 is the amount of the resort fees that are stated on the third parties website. At any point guest could have been moved rooms or even to one of our sister properties, also guest could have checked out and been refunded any remaining nights not uses. Consumer Response /* (4200, 13, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) A woman i asked told me i couldn't or you Guys shouldn't help me i want some money Back please why put wrong pictures on line ?? Pictures of rooms look alot nicer

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  roaches in room, bed bugs, the room is NOT what I paid for, sliding door to balcony wouldn't open (maint man here 3 times and the last time stated he would be back, didn't come back until I called front desk the next morning, phone cord to handset broken had to use cell phone to call the office, left note asking for liner for ice bucket and trash bags and informed staff of the individual cheetos on top of the fridge, buried in dust, shower head only trickled water, tub slow to drain, called front desk, TWICE for towels I ended up having to go down myself to get towels and found out that the room we were SUPPOSED to get was in the hotel next door...we only had one night left and couldn't see packing and moving to another hotel for one night, booked another night in current room, tried to pay by phone and was told that I would have to go to the office and that I could pay on the original check out date, hateful staff in office

  Business response

  12/02/2021

  Business Response /* (1000, 12, 2021/10/08) */ Guest booked the unit thru a 3rd party called Expedia. She booked the unit her self. Guest did not make any complaints till the day she was suppose to check out. On her original check out date she left property and did not return till 2pm. Guest then paid for another night. Guest was upset as a lock out had been placed on her door because she did not pay for an additional night and left the hotel. Once guest came back on property it was explained to her that check out is at 11 am or earlier if she wished to stay over an additional night it is to be done prior to the check out time, this was not done per the lock out on her door. Guest was gave the option of retrieving her belongings out of the unit and returning her keys or paying for an additional night. She paid to stay another night.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We chose to stay at the polynesian hotel for a spring trip with our family including three young children. Upon arrival to our room it was filthy, I brought cleaning supplies with so I went ahead and cleaned the room. While sweeping I discovered bugs, dog food, a blunt roach, and a hypodermic needle that was clearly used. I spoke to the office and she said they are aware of the activities that go on on the property but cannot do anything about it. She said I could find another place to stay, obviously i tried that, but with it being a spring break week i was unsuccessful. Upon returning home i called to speak to the manager who refunded us for one night and sent us a letter code for 30% off a future stay, but showed absolutely no remorse for anything. On top of that when I actually considered using the discount it made the room more expensive. I feel taken advantage of by this business.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  aug, 13, 2021. We had no water in our room for over twenty hours and are being ignored by the staff. Manager litterly stared past me. The toilette is full of stuff and doesn't flush this is ridiculous

  Business response

  10/05/2021

  Business Response /* (1000, 9, 2021/08/24) */ Thank you for taking the time to reach out regarding your recent stay at The Polynesian. I would like to acknowledge and apologize for any inconvenience experienced due to the unexpected leak we had in our oceanfront building on 8/13/21. The water in the building was shut off between 1:30 and 2am, and it was back on by 1pm the same day after the repair was completed. After searching our database, I have not been able to locate a reservation under the name of ***** *****. I'm happy to investigate your complaint further if you would please provide me with the first and last name on your reservation.

*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. ↩