ComplaintsforYachtsman Timeshare Resort

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our stay was at the Yachtsman Oceanfront Resort in ************** from September 14th -16th through Booking.com. The Confirmation number is ************ and the Pin was ****. My wife and I paid $275.86 for the reservation upfront, with the understanding that we would have a $100 security deposit upon arrival. We arrived late around 11:30-11:50 to a sign on the door saying that the front desk was closed and we would have to call for a security guard. We called the number and a security guard arrived and began the check-in process, I handed the security guard the $100 security deposit in cash in exchange for our room keys. When we go up to our room we hear banging on walls, we hear an individual yelling a verbal threat outside in the parking lot and when we look out our back door we see two men and one of them is peeing on the building. My wife and I then decided to leave, because we did not feel safe. We did not touch anything in the room except the fridge to put drinks in. We called the security guard back and asked how we could cancel the room and they said that we would have to come back at 8 a.m. Before heading into the office we go to the room to get the drinks we accidentally left in the fridge. We enter the front desk area and ask how to cancel, the two women at the front desk laugh, and then we are helped by ****. He says he can not do anything and that it is up to Booking.com. Later that same day we called booking.com. They file a complaint and send it to the hotel. The hotel called back and said they could not refund us because what we told them and what booking.com did, did not match. We called and filed another complaint and were then told we could not be refunded because they checked the video footage and other guests did not experience what we did. We have not been refunded the security deposit and they will not refund us for the time we were not there even though we asked to cancel multiple times and tried to on booking.com.

  Business response

  10/09/2023

  The guest used a Third Party website, Booking.com, to book their stay. We do not have any access to the Third Party site or the $$ that they paid the Third Party. This was explained to them on several occasions, in person when they checked out and over the phone, the numerous times they called, from the ***************** manager, the ********************* and the ** of the resort. The guest will need to contact the Third Party, Booking.com, where they booked their reservation to request a refund for their stay. The $100 cash deposit was given to the guest when they checked out of the resort. There was never any video checked or was it ever requested to be checked and was never mentioned to any of the Management during any of the conversations with the guest. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made reservations for 4/31/2023 for the Yachtsman resort..I arrive early at the Yachtsman resort on 3/31/2023 about 11 a.m Upon walking into the resort, it was filthy and disgusting..We went into the office and spoke to a african ******** lady and woman..I asked her, is this the right place for the Yachtsman and she said, yes...I stated, so this is not for the Glass building, she said no, this is for the timeshare building, here..we sold that building years ago..I told her, I thought we had reservations for the glass TOWER..very misleading.....I asked to see a room, and she asked" You want to see a room and I said yes, so she pretended to scroll through a list,,,and said we have nothing available to show you...Now if this is a timeshare,,,a unit should be available at all times for a model version...so I left and called back to cancel the room..Meanwhile I spent over 2 hours going from resort to resort to find another place to stay for the weekend... I filed a dispute and my credit card was charged for $226 for services not rendered...Yachtsman sent in a response to my credit card company lieing and said I never arrived...which is a awful lie and that I called and cancelled the reservation....they can pull the cameras on and see ** in the office on ******* about 11 a.m...I want my refund back..This place is horrible and tell lies..the form with the case number is from my credit union...

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 16th of 2022 I made a reservation at the yachtsman to stay from 26th to the 31st. For the amount of 1,144.96 for 5 nights. Upon arrival at approximately 4:30pm I went to shower and found the shower knobe to be broken and no hot water. The next thing I noticed was there was hair on the sink and in and about the tub. The toilet paper was a half used roll and the paper towel in the kitchen was also. apon going to turn off lights in bathroom I found the switch was loose and coming out of the wall, making a arcing sound when moved/ turned off and on. As I continued to look around I found outlets without covers. And lights in fixtures that were incorrect, carpet was torn and unsanitary as was the furniture which was heavily stained and had holes. I found the beds to have hair on them and looked very unsanitary. There wasn't a working fire alarm and it had been painted over. The refrigerator was knocking loudly. And looked to have hair and stains on front. I found mold in air vents and plaster was coming off the ceilings. I felt unsafe to stay there as it was a fire hazard and the levels of unsanitary conditions that I found. I feel the health department and fire inspector should look into this. Also the advertising of the room was incorrect as the image and description was not correct or was a very big stretch for reality. My total time spent in room was less than 2.5 hrs. The current off of refunding of 2 nights. Is far from fair and the building remains me of a slum not a hotel. In closing I find the room to not be safe to allow persons to even be occupying the space and the room of 387 square feet most definitely could not sleep 4 to 5 guests as advised. With only 2 full beds being present and in such a small space. The entire door was also hard to open and was partly block by a wall.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the Yachtsman resort on Aug. 3, in room 301 and it had black mold. When checking out Aug. 5 I asked for a discount and my request was ignored.

  Business response

  11/10/2022

  Business Response /* (1000, 8, 2022/08/25) */ We have investigated this matter internally and we have found the following. Upon check in and throughout their stay this guest did not complain about these issues to our front desk. Had they informed us of any issues we would have promptly moved them to another unit regardless of the validity of this complaint. Second we found after investigating the room in question that there was no black mold in this unit nor was their any other issue that could have affected the health or safety of this guest in any way. This unit was checked not only by resort staff but by an outside vendor and neither party found any validity of this claim. Furthermore, This room has been continually rented since this guest occupied it and we have received no complaints at all about the condition of the unit. Finally, This guest has already publicly disparaged this resort on social media and due to this we are unwilling to provide any compensation for their claim.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reserved a room for 2 nights at this establishment on our way back to New York from our Disney vacation. When we started driving from Florida to South Carolina, my daughter began to feel ill. We stopped to buy Tylenol, a thermometer and a covid test. She had a fever of 104.3, and tested positive for covid. I immediately contacted Hotels.com, who I had booked through, to cancel our reservation. I had to cancel so I wouldn't receive a "no show" fee. The reservation I had made was non refundable but I was told due to unforeseen circumstances, covid, I was assured compassion would be provided for a situation that was out of my control, and received well wishes for my sick daughter from the hotels.com staff. After waiting to hear back from the facility in concerns to my reservation, nothing happened, and I was told they refused to refund my $385. I decided to contact the hotel myself. Upon speaking with the receptionist and being told "oh yeah I remember hearing something about this at my morning meeting", how interesting and embarrassing they were discussing our situation with the entire group at their staff meeting. The receptionist informed me that she would talk to her manager about the situation. When she returned to the phone I was told they would not refund my $385 even though the situation was completely out of my control, and seemed as though it would have been more acceptable to show up with covid and infect the entire resort. I requested to speak to the manager, was told she wasn't available and would call me back....it's been 4 days and I'm still waiting for that call.

*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. ↩