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:08/12/2024

  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.

  My family and I had reservations to stay at Seacrest from 8/4-8/9. The shower rod and hook on the bathroom door were broken and the bathroom and kitchen were unclean. We decided to make the best of it and purchased cleaning supplies and cleaned these areas. There were no towels available for the pool areas and the hot tub aside the lazy river was cold. We did not see or hear from anyone with housekeeping until 8/6 at which time they exchanged our bath towels and trash and told us our bedding would be changed the following day on 8/7. No one came to change the bedding on 8/7 so we called and requested this from the office.Later on the night of 8/7 into early morning hours of 8/8 my children were hysterical stating there was "a bug" on the pillow. They had taken a picture of it and once I reviewed it realized it was a bed bug. I am a Healthcare professional and aware of what bed bugs are and look like. I then investigated further and found another live bed bug and killed it and then went to the office to inform staff and determine my options at that point. I spoke with ****** and asked for management which she said she was. I explained the situation and she immediately became defensive and guarded and asked if i had pictures or videos. I informed her that I did have pictures and videos and even a dead bug and offered to bring it to her which she declined. I was told we could move to another room but would only be allowed to take outer toothbrushes with us or we could leave. I asked for some reimbursement if we had to leave and was told I would get a call later that day during business hours to discuss any reimbursement . I received no call and have not received any reimbursement. I should at the minimum be reimbursed for the night we didn't stay and additional reimbursement for the significant concerns and disruption of our stay Facilities were not as promised upon making reservations.

  Business Response

  Date: 08/13/2024

  We have reached out and spoken with the guest. Matter was resolved internally.

• Initial Complaint

  Date:04/23/2024

  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.

  Dear Sea Crest ****************** Management,I am writing to express my disappointment with the services provided by your hotel during our recent stay. My family of five had a terrible experience and I would like to bring to your attention the issues we faced.Firstly, the room we were provided with was not cleaned thoroughly. We found a used condom in the trash can, which was quite disturbing.Secondly, we faced an issue with hot water on Friday night. Despite notifying the front desk, we received no assistance from the maintenance department. We even spoke with *****, but he did not get back to us. On the second night, we were forced to drive ***** minutes away to take a bath with my younger kids, which was a huge inconvenience and interfered with our plans. This ruined our family vacation.To make matters worse, when we spoke with ***** while checking out, she offered us only a $75 discount on future orders, which was unacceptable. We feel that the level of service provided to us was not up to the standards expected from a reputable hotel like yours.Therefore, I would like to request a full refund for the inconvenience caused. I hope that you will take my feedback seriously and ensure that such incidents are not repeated in the future. While I tried to handle this with you without having to leave a bad review, you have left me with no other choice.Thank you for your attention to this matter.Sincerely,I recieve a message about leaving a xpirence about my visit through texting a number or email. I texted the number and expressed my concerns to the manger . soon as i texted the number the wife texted from anthor number to tell me to stop contacting her husband i should have resolved the issue at the hotel i was only doing what was stated to do. I think that is unprofessional to have your wife to text my phone about the business . I will upload proof

  Business Response

  Date: 04/25/2024

  First, we would like to start with an apology to any guest that has a less than stellar with our resort. We always strive to provide the cleanest and safest environment for all of our guests and take that task very seriously. Anything less than the absolute best for our guests is handled in a prompt and efficient manner to minimize any inconvenience for our guests. In regard to this matter we looked further into the claim by the guest first, to see why any problems occurred and secondly, why they were not resolved.
  This is particularly interesting in regard to the hot water. The water system feeds the entire building and would be impossible for one room to not have hot water and not affect any other unit. Also, we are in a busy time of year and this issue did not affect the previous guest or the guest after which would also be puzzling. In regard to the trash the guest mentioned, this could not be confirmed or refuted as the guest did not mention this to anyone during their stay, but only after their stay had concluded.
  On 4/21, the guest mentioned her claims to the manager on duty during her check out. MOD apologized for the issues that she stated and said we would look into them as they had not been notated before. As stated previously both issues were looked into and could not be confirmed. As a gesture of good faith, the manager on duty offered a credit voucher for the guest to return in which the guest accepted confirming her address that the voucher would be mailed to.
  In regard to the text messages. The guests are texted during their stay inquiring about their accommodations and if we can make anything more enjoyable for them. This guests stay was for the dates of 4/19 4/21. During this time the guest did not send any messages regarding any issues. After the guests check out on 4/21, the guest messaged us on 4/23 about the stated issues requesting a full refund. The staff responded to the text stating what they could offer was the credit voucher as stated previously,but a full refund could not be granted as the stated claims could not be verified. The guest then stated she would be disputing the charges with the bank. At a later point the guest called the resort and stated that someone had sent her an inappropriate text message. We asked that the guest send a screen shot to investigate her claim. The guest sent us a screen shot of a text message that was not our number, but a number with a (615) area code which is in *********, which was puzzling considering we are in ************** and the guest had already been texting with us and decided to text a completely different number. The number that the guest texted replied stating that they texted the wrong number and to please delete their number and not text again.The guest then proceeded to message the mystery number again.
  We asked the guest where they received the mystery number from and they have not provided us with that information.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21614256
  
  I am rejecting this response because: when me and my family arrived at this facility and we checked into the wrong we notify front desk representative and was informed that we will recieve a call back as the day went on never got a call back as stated by employer. Secondly how can they tell me I did not have hot water . I called back Saturday night ***** whom I spoke with I explained the same situation to apologize that know nobody never got back with me . On the call he stated usual when they have hot water issues they send maintance right away . So to support that statement they wrote saying they never had the issue is a lie . Secondly the number I texted and left a review is the same number that was in a email from their company it clearly states in the message that if I wanna share my experience to text that number or email. My choice of leaving a review was through a text message . If you can see the times clear in the message I texted the number that was provided to me about the condom in the trash not even 3 seconds later a strange number texted my phone with the same conversation.  As I recall if you look on the ****** reviews for this resort this is not the first time this hotel have ran into water issue. No I didnt not leave the property because I payed my deposit and was told I would get a call back to resolve issue 
  Sincerely,
  
  **********************

  Business Response

  Date: 05/02/2024

  We would refer the guest to the previous response as it seems that the same details were just retyped that we have already referenced with nothing to refute them. We asked the guest directly if they can provide anything to verify what they are stating but have yet to receive anything. The only mention of these issues was at the conclusion of the guests stay. We have checked phone logs and text messages between us and the guest and nothing was mentioned during the guests stay. Maintenance has verified that no plumbing issues occurred during this time as this type of issue would have affected the entire building of over 200 rooms. Also, no mention of this issue by either the previous guest or the guest after verified directly with those guests a 2nd time. As for the text message, we have asked the guest to provide us with the email that they stated gave them an alternate number, which was based in *********, to text and have yet to be provided with such. Again, it is puzzling to us that the guest was already texting with the resort and decided to text an alternate number. When the guest texted the mystery number the other party texted back that they had the incorrect number and the guest still continued to text them.

• Initial Complaint

  Date:04/26/2023

  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.

  My wife and I booked a 3 night stay with this hotel. When we got here they had already charged our card for a partial payment. Then they told us because my wifes name wasnt on the card they couldnt accept it so they said they refunded the money. We had to go to a nearby store and have the money transferred over to our cash app card and were only able to pay for 2 nights instead of 3. We were going pay for the third night when the fire fund went through but when they refunded the money the motel then charged it again so after hours on the phone with customer service of our card we found this out but the hotel had lied to us the entire time saying they didnt take the money when in fact they did. The hotel refused to help us in anyway after ruining our vacation because of their error then forced us to leave and we still have not received the money they took. I would like a refund for the entire stay because they ruined our vacation and treated us like we were criminals when it was completely their ******

  Business Response

  Date: 04/27/2023

  First, we would like to apologize to the guest for any and all inconveniences that were caused to their vacation stay with us. We can certainly understand that any and all complications can adversely effect the enjoyment that all of our guests are expecting when visiting Sea Crest Resort. For this reason, we make sure to inform all guests both prior to booking a stay with us and immediately after with an email confirmation about any and all policies that we enforce so that the check-in and staying process is as smooth as possible. In relation to this claim the policy states that the credit card that was used to make this reservation will be charged a first nights deposit at time of reservation creation and that this card must be present at time of check-in to verify ownership of said card. If the credit card that was used is not present at check-in along with the owner and id, the first nights deposit will be refunded back to the credit card and the total will be due in full. These policies are listed on the 3rd party site which this guest booked through and have to be agreed upon before reserving. Each guest is also sent a confirmation email directly from the resort after completion of reserving with all policies listed as well. We have verified that these policies were agreed to on the 3rd party site and that the email confirmation from the resort was sent to the guest as well. The guest arrived on 4/25/2023 to check-in and was greeted by our front desk staff. After verifying that the reservation information was correct, the clerk then asked to verify the original credit card per policies. The guest could not produce and verify ownership of original card. Per agreed upon policy the original card was refunded back the first nights deposit and the total was due in full. The refund took place on 4/25/2023 at 7:56pm. These policies are set in place for the obvious protection of our guests as well as the resort. When asked of the guest if they read the confirmation and policies, they stated they had not. For the troubles of the guest, they were also given a resort credit that was used at our tiki ********/25/2023 and 4/26/2023.
  The guest then stated that they did not have enough funds to cover the 3 day trip that they had planned. They changed the reservation to 2 days with the intention of paying for a 3rd night when they were able to come up with additional funds. The front desk clerk made the requested changes to the reservation and the guest paid for 2 nights. At the end of the 2-night stay, the guest stated they did not have funds for an additional night. It was explained to the guest that if they did not have the monetary capability to pay for another night they would have to vacate the unit. The guest then caused a major disturbance and the staff asked that they please vacate the unit and premises as to not disturb the other guests who were enjoying their stay. After a bit of time the guest did finally vacate the unit and exit the premises. I have attached a copy of the confirmation emails with the policies for review. If a copy of the receipt is requested showing all charges and refunds, please provide an alternate method to send as it has guest private information displayed.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19985534
  
  I am rejecting this response because: the hotel stated that we caused a major disturbance which is absolutely not true and also they said they refunded the money on 5/25 they then took the money again and then kept telling us they didnt. If the hotel was not going to allow the card they should have never took the money to begin with. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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 am filing this claim for the following charges that occurred on the scheduled trip of June 6 to June 13, 2022 at The SeaCrest Oceanside Resort in Myrtle Beach, South Carolina. $2,049.19-Room charges $100- upgrade fee $50-fee for "free" boat ride As an out of town person I relied on my credit card company, which is where I found this hotel and the images they shoed and described to make the decision to book there. I am disputing these charges due to the false advertisements of the facility, this means the accommodations do not look like what they are resented on line, the extreme uncleanliness of the public facilities and the private rooms at the hotel, lack of any customer service and the fact that they did not honor my full stay, as they shut off the keys to my room after I called the credit card company to dispute the charges. I went to the front desk several times and which staff said they would be refunding my money but did not. This left me in a position to be unable to move hotels due to a large country music festival in town that weekend and my card being full of charges from the hotel. I have reached out to the hotel numerous time and along with my credit card have not been able to resolve this dispute. I have a full explanation with photographic proof of this incident but this website says it is too large for me to include it all. I have also gave negative reviews on their Google and mine continue to get deleted.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 10, 2022/08/29) */ First, we would like to send apologizes for any and all inconveniences that any of our guests may experience with us. It is our mission to make sure each and every guest has an enjoyable and memorable vacation experience that they can share with love ones for years to come. In regards to this guest, she did make us aware of her dissatisfaction with a few things during her stay. We took all necessary steps to address her concerns and remedy as she asked. As a courtesy, the upgrade fee that she paid to move to an oceanfront suite from our low-rise property view unit was reimbursed to her along with a complimentary night as well. As for the boat ride, during the summer months we hold a weekly drawing and the winner of that drawing is given a free luxury ride aboard the resort's yacht for their family. A $50 deposit is held while the guests are enjoying the cruise and released upon return, so no persons are ever charged for this event. As a final note we also offer a satisfaction guarantee to all of our guests that states if for any reason you are not satisfied with our accommodations, service or amenities, we will promptly refund any unused balances of your stay. The guest stayed a total of seven days at our resort.