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:08/11/2023

  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.

  Booked and pre-paid for a 2 nights stay at this motel. Arrived early and attmepted to check in with the motel. However, upon arrival the motel was very nasty but I was still going to honor my reservation. When I started the check in process. The motel staff informed me that I had to be at least 21 to stay there. I was not aware of this. They stated it was their policy and it was listed. However, during the reservations process. I was never asked my age (18) and I never even thought about me being too young, as I am a legal adult. Moving forward. I said okay and asked them to refund the money I paid for the room. They refused. The refused to allow me to have the room that I paid for, but also refused to refund my money. Simply stating they had a no refund policy. However, the reservations that I made and the room I paid for was a contract. The motel policy that I was unaware of. Is there policy and they refused to fullfill the contract. Therefore, I am entitled to my money back. They cannot have it both ways. They should have either given me the room I booked or refunded my money. They did offer to send me to a motel for 18 and over but the money I paid for 2 night at the motel I booked would only cover one night there. That would not work. My dad spoke to the manager *********************** and after arguing with her she agreed to give me a 2 night room at a different sight for the same price. Then when we went to did this. I had my girlfriend with me and she did not have her ID and does not have a driver's license. They then refused to give me my rooms because she did not have her ID. But still refused to refund my money. In my opinion, They sound like scammers to me. I want my $214 refunded. They did not provide any service and I was willing to live up to my part of our contract. They was not willing to live up to theirs. In addition, they had no vetting of people's age during the reservation process. They had a duty to ensure this policy was made very aware and should not have allowed someone under the age of 21 to make reservations and pay money for something the motel would not allow and fullfill their end of the contract. I believe this fraud and theft and I will be contacting the authorities about this if I do not receive my full refund. I work to hard for my money to allow, in my opinion a shady business steal it. They had no problem taking an 18 year old's money, but had a problem with allowing the ********************** a room the 18 year old paid for.

  Business Response

  Date: 08/11/2023

  Guest made a reservation with Priceline and it states on the website about the age policy, resort fees, and the security deposit. Guest was offered to move to an age appropriate hotel for the same price in the same room type. Guest agreed but was refusing to pay the resort fees. Then once they agreed to pay the Security Deposit and the Resort Fees the 2nd guest did not have an ID which is also stated on the website that all guests must have a valid ID upon check in. ***** then got mad and wanted to cancel and was advised that per the policies that are stated on the website that same day cancellation require a one night cancellation. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20453928
  
  I am rejecting this response because:

   

  The business response is only half truths. So I will list the facts. 

   

  1. I booked a 2-day reservation at this motel. A room with an ocean view. I booked it for myself plus 1. Nowhere in the hotel description did it state anything about having to be ************************************************************************************ on them. After the fact I did go back on review their website page on the booking site and at the very bottom of the page. It did state 21 or older. However, nowhere in the booking or during my payment did it every ask for my age, birthday, etc. The site allowed me to book and PAY for the room for 2 nights. 

  2. I drive to the motel. Check in on time. Actually early. The motel is the one who refused to allow me to stay in the room that I pre-paid for 2 nights. It was not me who cancelled the reservation. I lived up to my part of the contract. 

  3. The motel did offer to send me to another motel but not in a room with an ocean front view and they attempted to charge me the same amount that I had booked for a 2 night stay in the original for a 1 night at the other motel they on. Plus, an additional 36 dollars in resort fees. I never saw any type of resort at the building I was at. It was actually pretty run down and nasty from what I could tell. 

  4. This not being a fair equal accommodation. I simply asked them to just refund my money and I would go to another motel. They refused to allow me to stay, but insisted they still keep my money, As they have a no refund policy. 

  5. Finally they and I agreed that I would go to this other motel and they would only charge me the exact same amount. Okay, problem not solved, but not worth the fight at this point. I just need 2 night stay that I paid for. 

  6. So then, All of the sudden now. They want to not only to see my picture ID, but my guests. Who did not have a picture ID. So they once again refused to allow me to stay in the room that, keep in mind. I had already paid for. At that point. They are not going to allow me to stay. So I asked for my money back. They just refused. Stating "we have a no refund policy. 

  Now that is fraud. They cannot have it both ways. Refuse to allow me to stay and keep my money. That is not going to happen. It would be like going into a liquor store and bringing up a bottle of wine. You give the cashier your money. They ask for ID and you are under 21. They then state we are not going to sell you or let you take this bottle of wind, but we are also going to keep your money. Because you have a no refund policy. 

  Ladies and Gentlemen. That is wrong and fraudulent. A reservation is a form of contract. I was willing to fulfill my end of the contract. The motel refused to fulfill their side of the contract. It was not me who wanted to cancel the booking. The motel did without providing any services whatsoever. They have no legal right to keep any funds that they received from me. This is going to evolve into a more serious issue than I believe they understand. 

  And they are correct. I did get mad. Anyone would get mad. I just got robbed by some motel clerks. Who instead of pulling a weapon on me. Attempted to hide behind a policy the motel created. They think gives them the right to steal people's money. It is not going to happen with me. 

   

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/14/2023

  All Polices are stated on the website that it was booked on. It is the responsibility of the person to read this before booking. Once the accept all policies by booking the reservation they are held to those policies. We require ID for all guest in the unit as a security measure and to verify the guests age. We do not have an issue refunding the 2nd night but the first night is kept as a cancellation since they did not have all the required documentation to check in as stated on the 3rd parties website. It states that all guests must have a valid form of ID to check in. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20453928
  
  I am rejecting this response because:

  I have already stated my position. A complete and full refund is necessary to resolve this matter. Failure to do so in the next 7 days is going to result in me turning this over to an attorney and if possible, fraud charges filed. 

   

  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/08/2023

  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.

  5/26/23-5/27/23 Went to check in. Got in our room and wanted to cancel our reservation. Went to the office of no more than 20 minutes and asked for a full refund. It was musky in the room the door was not a secure lock and stove did not work like it was supposed to. The room was clearly not taken care of. I couldnt even put my luggage in the room it was that bad. Let alone take a shower there. I wanted a refund but they only would refund the other nights we were supposed to stay. They charged ** $240 to cancel but would t even let ** stay until my husband said he was going to call the cops.

  Business Response

  Date: 06/08/2023

  After looking into the reservation guest came in at 1:37pm and the only issues stated was that the wife could not walk on the floor barefoot. Guest was offered the option of moving to a different room or one of our other 2 properties. Guest declined. Guest did check in at 12:50 pm. If we offer the guest an alternative to checking out and they refuse all options that are open to them the first night is kept as a same day cancellation fee. 

• Initial Complaint

  Date:11/08/2022

  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.

  10/7/2022 i ******** ******** paid $300, $1,107,and 200 for dog deposit for a monthly stay at the ocean front viking motel in Myrtle beach sc,29577. it was suppose to be 31 day stay. on 11/4/2022 we were notified by the assistant manager Deanna that rent was due again and we said no mam its not due till the 7th of November. my husband Mr ******** took the reciepts down to her to show her the depature date and she said no its today 11/4/22. my husband then came back and said no we arent paying it till the 7th. so he asked for a print out upon recieving that print out we noticed some some discriptencies. one was the amount we paid in and the depature dates. we notified the general manager as well and she went along with deanna so we contacted the Myrtle beach Police because we feel like they pocketed some money of ours and changed the records in system Officer Hall and his supervisor and another officer showed up and noticed the same thing and told them we didnt have to depart i woiuld like to recieve my full refund and investigation of the management staff

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 5, 2022/11/09) */ We have went over video of the interaction between the staff and the guests. Guest did not have enough for the 31 nights, guest was then contacted and was told of this and was told in advance that they only had enough for 28 nights which they agreed with. Upon departure date guest refused to leave and was bragging that they did not have to leave and would continue to stay and save their money. no refund will be issued and we are in the process of eviction with Horry County. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't agree they have me 3 reciepts for 10/7 to 11/7 then tried to make us pay more and kick us out also they changed things in the system as well. I want my refund and the management staff charged for embelzement and investigated further the reciepts clearly show more than what their system says Business Response /* (4000, 9, 2022/11/15) */ We have all video evidence of said transaction where the front desk employee called and told them of this. No monies were taken by the agent. Guest is being evicted due to failure to pay. Consumer Response /* (4200, 11, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I paid for 28 days then why didn't they let me see video also from 10-07 to 11-07 is not 28 days I wouldn't have paid that much for 28 days that's ridiculous give me my refund

• Initial Complaint

  Date:09/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  on Sept 6th 2022 I went to Google and searched for a cheap hotel stay in myrtle beach sc. I saw on the list the oceanfront viking motel and the price and it said official website. So I went there to the official website. Upon making a reservation I only received a reservation email that was from viking motel and it had a reference number. Well I ended up needed to cancel. On Sept 7 2022 I got back on the website to cancel my reservation and it wasn't working at all. I didn't have any confirmation numbers or nothing. So I called the hotel. The lady told me she can't cancel my stay that I would have to call booking because that's who I booked it through. I called booking which I already knew I didn't reserve through them I reserved through oceanfront viking motel official website. booking tells me they don't have anything for that hotel. So I looked at my booking app. Nothing at all. So I called back to the hotel telling them exactly where I went to book and I needed to cancel. She stated to me I can't help you , you booked with a 3rd party so you will have to contact them. Maybe you booked with Expedia.. I told her I did not, I booked with them on their website for the dates of Oct 3rd 2022 to Oct 10 2022. And I needed to cancel because I was already being charged for the first night. She told me to call back and speak to the Manager the next morning. So today Sept 8 2022. I called to speak to the manager and of course the manager isn't there today .. so I explained my situation again and this lady told me I booked through booking and gave me the reference number. I told her booking doesn't have this reservation and my app doesn't show viking hotel and I did not book with either of them. I booked through the website and all I wanted to do is cancel, and I even booked another stay just to see if it took me to a 3rd party. It goes straight to direct-book.com from their website. So there is no phone numbers to call. I just want to cancel both stays for the same dates

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/12) */ Thank you for reaching out with your concerns. We do apologize for any inconvenience you've experienced. We have just set up this new booking engine for Google, and we are still working out some of the kinks. I show that there were two reservations made under your name, both for arrival on 10/3/22. One reservation was for a side view 2 room unit, and the other was for an oceanfront 2 room unit. I see the side view unit was already cancelled with no charges placed on the card provided. We did charge a $65 deposit on the oceanfront reservation, and I have cancelled that and refunded the $65 back to your MasterCard this morning. There are currently no rooms reserved for you at our property. Again, thank you for reaching out & we apologize for any type of confusion. Have a great day! Consumer Response /* (2000, 7, 2022/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/18/2022

  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.

  We booked the Oceanfront Viking Motel from August 11 - August 14, 2022. We booked through a third party (Hotels.com) and had to prepay our stay. We arrived around 9:40 - 10:30 pm Thursday, August 11, 2022. When we pulled into the motel, it was clearly packed out. At first glance as we entered into the parking lot, we noticed that the motel was in much need or repairs. It was outdated and unkempt. I went into the lobby to check in and was greeted with smoke chemicals (other than cigarettes) as the smelled filled the office. I was alarmed but booking was full on a number of hotels on that strip and we were tired so I checked in. We got keys to our room. Went into the room, door almost off the hinge, kitchen appliances half-way functional, very very outdated, ants in the tub that was dirty, cockroach crawling up the curtain, and very awful musky smell in the room. My husband I unsatisfied went to the front desk and spoke with Amara, the office attendee at the time. We explained our disdain. Amara called the other motel, the Polynesian and spoke with the supervisor, Julia, who said they had another room but it did not have the kitchen that we paid for. We were so tired so we accepted the room. We checked into the room and asked that we get a room with kitchen as I had purchased with the previous motel. We were told to come back the next morning at 8:30 am (8/12/22) and speak with the manager on duty. Next day, manager give us another room with the kitchen. We enter the room and within two hours of being in the room, we were meet with big roaches inside the room. Went back to manager to complain, asked for refund, was given the reimbursement of $46.00 and was told had to get Hotels.com to get other refund. Called Hotels.com and was told they had to call the motel and get approval to give money back. Told manager that, Crystal R*** stated if (Hotels.com) call her she would approve. They called her and she said she would not give authorization for refund.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/08/19) */ Guest did state the issues above and due to the inconvenience of having to move the resort fees plus one night was refunded to the guest. She did stay the 3 nights with us. She was offered the choice of checking out early and getting any unused nights back she decided to stay. She can also receive a discount on a future stay with us if she so chooses. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provide by the company is partial false. I was only refunded my resort fees of $46.00 and nothing else. I was not given the option to cancel my stay and be refunded for the rest of the stay. Not even the overall manager let me know that. Business Response /* (4000, 9, 2022/08/26) */ Guest was informed all of this by management. She was refunded the resort fees and she also upgraded and paid the difference wh*** was refunded, guest did stay all 3 nights. Consumer Response /* (4200, 11, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company are making false statements. I never asked for an upgraded room. I only asked for a room comparable to the room I purchased from the beginning. It was management that upgrade my room because no other rooms where available, as I was told. Secondly, I have yet to find this extra money given back to me per management. I have looked on my bank statements and accounts and I not seen such thing. The only refund was the resort fee. THAT IS IT!!! These people are lying!!!!!!!! Business Response /* (4000, 13, 2022/09/02) */ We do apologize if you are having trouble receiving the one night refund. Our property refunded you the $46.62 that you paid directly to us, and on 8/15/22 Crystal R*** spoke to a representative of Hotels.com and informed them a refund for the night of 8/11/22 could be issued. Today, we have reached out to Hotels.com with another refund request for the night of 8/11/22. We have received email confirmation that this request has been received and is being processed. The email does state that it can take 7-10 business days for this to be completed.

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Me and my daughter decided to stay here big mistake the room we has was infested with cockroaches so I complained and they sent someone to spray but there was to many so they put me in another room 1 floor above and now the same problem they won't refund my money and now we are in a infested room and can't sleep because they are crawling in the beds!

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ Guest was refunded in full for the issues that she had during her stay with us. Consumer Response /* (2000, 7, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/08/2022

  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.

  No air conditioning and the room stinks. I'm seeking a complete refund. Seniors in the room they put us in has health issues.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/10) */ I can not seem to find a guest by this name at our property. I would need more details so that I can look into this. The name the room was booked under? Check in date? Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The room was in the name of ******* ******* and we were in room 210. Consumer Response /* (3000, 9, 2022/06/13) */ My room was reserved under the name ******* ******* and we were in room 210. We checked in around 3:00pm on June 7th. The motel was notified that we had one female that is 82 years old with a pacemaker and they could have cared less about her health. Upon arrival the TV would not work and the air conditioner would not work. The outlet for the TV has a shortage in it. The beds are like air beds due to the mattresses being OLD. Once the air conditioner was replaced there was rat feces everywhere. The treatment treatment from the Viking Motel was uncalled for. Then upon arrival there had to be another $100.00 deposit made before we could enter the room that were in my son in-laws name. Business Response /* (4000, 11, 2022/06/17) */ I have found the reservation you had 3 units. You booked thru a 3rd party so we did not have any of your card information on file that is why we require the $100 damage deposit that is refunded at check out. I am sorry that you had these issues while staying with us. I can offer you a discount on a future stay with us. I however can not process a full refund as all 3 units were occupied for the 3 nights. Consumer Response /* (4200, 13, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business or motel needs to be fined by the business or either there needs to be some kind of action taken on this business so that in the future this business cannot do someone else like it had happened to us. If they get by with it this time they will continue the same practice with someone else. The motel was made well aware that people people in that room had heart issues and we were left in a room that was hotter than outside for over three hours. The complaint was filed on room 210 not the rooms. It does not matter that the room was booked through a 3rd party, however it was the motel's fault that the air conditioner and the TV did not work. I may never get a refund but this will not be over. If this does not get settled through the Better Business Bureau will take it to the next level by going to the South Carolina State Attorney General about what the motel did to two disabled people.

• Initial Complaint

  Date:06/07/2022

  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.

  6/1/2022 booked room for 6/5-6/8 for 3 nights totalling 435.00. Paid an additional 107.00 for my dog to be able to stay. Half of thar was a cleaning fee of 15.00 per night totaling 45.00 Upon arrival there were hundreds of cockroaches in our room. Had room switched. Just as many cocktail roaches. I called the front desk, the manager and the owner and sent emails with video proof. I want a full refund. I was displaced when I got here due to rude office staff.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/08) */ Upon looking into the reservation it looks like the guest is still in the unit. Guest was moved rooms and given back 20% off of her rate. We can not offer a full refund for a room that is still being occupied. Had the guest checked out this would have been an option.