ComplaintsforPolynesian Beach & Golf Resort

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/15/21 date of transaction..I expected to get a clean room but instead dead roaches everywhere blood had squirted on bathroom wall drink on walls which I sent pictures to show that I'm not trying to get over on someone but the room was just over all nasty and the people working front desk well they was rude...I had told them I wanted to pay cash but they said it would be 100 deposit for what cause these rooms are traprooms and I had said there was no money on my card and as soon as I left to go out money on a card they tried taking money off the card I just told didn't have any...so I went and added money to a prepaid card so I wouldn't have to pay 100$ deposit and then becouse I had someone that was going to stay with me who lived in SC they tried getting 100 deposit which I told them that the person wasn't gonna stay over night and so therefore I didn't have to pay 100 but that was ridiculous my friend couldn't stay becouse she lived in SC...I haven't filed complaint with front desk yet I'm going to see who I need to go over there head.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2021/12/20) */ Guest did stay one night with us, but made no complaints to the front desk about any of the issues stated in her claim, guest also checked out late. Guest did book thru a 3rd party Booking.com and the security deposit is stated on that website as well as the will rent to local with a deposit. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did complain about everything I stated to one of the front desk employees becouse I turned into a heated discussion and they hung up on me..furthermore once I gat home and unpacked my bags guess what I seen a baby roach climb out of my clothes...I just wish for my refund back. It was intolerable experience and will never go there again..I hope that the baby roach was a one time incident becouse I don't have bugs in my home and don't want any either Business Response /* (4000, 9, 2021/12/29) */ At this point the guest was only charged for the one night that they did occupy the unit. We waived the late check out fee, The only thing at this point that we can do is offer the gust a discount on a future stay with us. Consumer Response /* (4200, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not waive the fee because they charged my friends card 25$ which I had to pay back to her..with that being said i would like to be reimbursed for the late fee that you say you waived that I paid, stop lying and a discount never would I ever stay there or recommend it to anyone...keep your money for the stay but I do want the late fee back which you say you waived and did not ..I can give u my card info for you to do so if need be... Business Response /* (4000, 13, 2022/01/08) */ I have reviewed this again and the late check out fee was not waived. I am sorry for the confusion. Check out was at 11 am on 12/16/21 and the guest did not check out till 2:08pm on the 16th. We usually would charge a full night for this but we didn't only the $25.00. AT this point there is nothing else that we can offer the guest.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe it was on September the 6th I booked a room to check in that night at the Polynesian motel and it was for like 4 night for about $300. Upon arrival they tried to tell us that they needed a $200 deposit for EACH person because we were under the age of 25 (there was two of us) and then another $100 damage deposit. The only thing that was shown when I booked the room was the damage deposit. So obviously we didn't have $500 for them to just hood on to for the next 4-5 days so they told me to request a refund/cancellation on booking. Com WHICH I DID as I was standing right there in front of them . And was willing to pay the cancellation fee.. next day it says that they refuse the refund .. wtf??? So I payed with an app called quadpay which lets you split your payments and they keep taking money out of my account I've requested several refunds and I never not once stayed for even a second at there motel . I just want my money back

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2021/12/13) */ I will need more information to look into the matter as the reservation number or the main guests name or the original check in date.

*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. ↩