Business ProfileforAvista Resort
Condominiums
At-a-glance
Related Categories
Business Details
- Location of This Business
- 300 N Ocean Blvd, North Myrtle Beach, SC 29582-2928
- BBB File Opened:
- 3/21/2005
- Contact Information
Principal
- Nivi Shroff
Customer Contact
- Nivi Shroff
- Chris Shroff
- Mr. Jim Eggen, GM-Just off Main Restaurant
- Mitchell Martin, General Manager
- Additional Contact Information
Fax Numbers
- (843) 417-1061Primary Fax
Phone Numbers
- (800) 968-8986Other Phone
- (843) 249-2521Other Phone
Website Addresses
- (843) 417-1061
Customer Complaints
4 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Checked in at Avista Resort on Sunday July 14th, 2024 with plans to stay for seven nights until checking out on July 21st, 2024. On the second morning of our stay, Tuesday July 16th, 2024, it became apparent that our room was infested with lice and both my children had head lice that they did not have prior to our arrival. When investigating, we found lice in the sheets of the bed. I reported this issue to Guest Experience Manager *********************** as was told that she had contacted pest control and would have the room fumigated. At this point I met with **************** and a gentlemen whom I believe was the hotel manager, I did not get his name, in his office and said that I will not be paying to stay at a hotel that gave my family lice. I said that the only way we will stay until the end of our planned stay is if we are not charged. He said that company policy does not allow him to do that. I said, okay, fair enough, I am leaving today (July 16th) and I want refunded for the two nights that we stayed when your hotel infected my family with lice that I now have to treat and make sure we do not take back home. He agreed to do this. After packing up, I returned to the customer service desk to check out and was given print out by *********************** that showed two refund amounts (the amount of the first two nights plus the amount for the remaining five nights that we would now not be staying), but also still showed a remaining balance due of $673.38. I questioned her about this balance and she said that we would not be charged for this amount and that it was "for their books". Upon checking my credit card statement, we were refunded the amounts of $673.38 and $1,821.17 on July 16th but then also re-charged $673.38 on July 16th. This means that I was directly lied to by *********************** and the hotel manager. Not only did the hotel give my family lice, they also lied, looking me directly in the face, about the refund. I seek being refunded the $673.38 that they re-charged me on checkout.
Read MoreCustomer Reviews
1 Customer Reviews
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Most Recent Customer Review
Tonya M
1 star
03/21/2022
Dear Mr *****
Myself and my husband whom is a veteran for the us army was wrongfully accused .This was the wurst experience i have ever had at this resort the we were accused of smoking Marijuana and was told that we need to pay a 250 deposit. And also leave the location once she send a security guy to inspect the room . Neither me or my husband smoke My husband was offended my husband smokes cigars but he never open it we was only there for 2hr at that point the young lady that actually accused us be accused us had the audacity to leave the premises before she could get the security guard's answer we are grandparents and proud . Once the security guys 2 of them came they inspected our room for 20 mins and said they there are no signs of any kind and they don't know why we are being harassed. We walk to the front office the the manager wants to apologize after being humiliated this is unacceptable this is so embarrassing i will never come back again this was my last time after coming here at least several times you guy are obviously RACIST. There was no apology from the young lady that accused us but there was another young lady there trying to apologize fiercely. We left the premises the next morning because because we felt racially profiled Please address this young lady that was very inappropriate and professional especially when we have done no wrong as she did not say anything else to us after she accused us.
Myself and my husband whom is a veteran for the us army was wrongfully accused .This was the wurst experience i have ever had at this resort the we were accused of smoking Marijuana and was told that we need to pay a 250 deposit. And also leave the location once she send a security guy to inspect the room . Neither me or my husband smoke My husband was offended my husband smokes cigars but he never open it we was only there for 2hr at that point the young lady that actually accused us be accused us had the audacity to leave the premises before she could get the security guard's answer we are grandparents and proud . Once the security guys 2 of them came they inspected our room for 20 mins and said they there are no signs of any kind and they don't know why we are being harassed. We walk to the front office the the manager wants to apologize after being humiliated this is unacceptable this is so embarrassing i will never come back again this was my last time after coming here at least several times you guy are obviously RACIST. There was no apology from the young lady that accused us but there was another young lady there trying to apologize fiercely. We left the premises the next morning because because we felt racially profiled Please address this young lady that was very inappropriate and professional especially when we have done no wrong as she did not say anything else to us after she accused us.
Avista Resort Response
03/24/2022
Good Afternoon ,
We would like to begin by offering a sincere apology if we have offended our guest in anyway . Please know that we are open to everyone and have no intentions to offend any one group or the other . Based on a complaint received from another guest our Guest Services Manager and another Supervisor went to inspect the unit and found a strong odor which was bothering the other guests and hence did her due diligence and addressed the situation . We are not sure why our other agents did not feel there was an odor but we have to rely on our Senior Managers assessment . If indeed an error was made our Manager did apologize and refunded the guest their money since they wanted to leave . We will certainly look into the issue some more and address with everyone concerned .
Once again please accept our apologize as we in no way want to ever lt anyone feel that they are targeted , the staff was just doing their due diligence
Respectfully
Nivi S.
Director of Quality Control
We would like to begin by offering a sincere apology if we have offended our guest in anyway . Please know that we are open to everyone and have no intentions to offend any one group or the other . Based on a complaint received from another guest our Guest Services Manager and another Supervisor went to inspect the unit and found a strong odor which was bothering the other guests and hence did her due diligence and addressed the situation . We are not sure why our other agents did not feel there was an odor but we have to rely on our Senior Managers assessment . If indeed an error was made our Manager did apologize and refunded the guest their money since they wanted to leave . We will certainly look into the issue some more and address with everyone concerned .
Once again please accept our apologize as we in no way want to ever lt anyone feel that they are targeted , the staff was just doing their due diligence
Respectfully
Nivi S.
Director of Quality Control
Customer Response
03/25/2022
The other staff members felt like there was no smoke because there wasn't any your supervisor and manager never came in the room to even make that decision the security did inspect it that's why they came up with that decision so no you are wrong we do not smoke.
And your manager That accused us by phone then left the premises and didn't even get the results results and there was no apology.
And your manager That accused us by phone then left the premises and didn't even get the results results and there was no apology.
Customer Response
03/25/2022
I can tell you why the other agents felt that way because they both inspected my room and came inside unlike hence she called me on the phone and told me someone told her there was a smell and she was going to send the agent you are referring to my room if Hence would have cane in the room herself she could have came to the same conclusion. BUT RIGHT AFTER THE PHONE CALL YOUR STAFF INFORMED EVERYONE SHE LEFT THE PREMISES. Lies are being told how can you assume something without inspecting yourself srls instead of taking someone word. Your manager and supervisor are LIARS. We felt violated . The manager & supervisors you are referring to NEVER Ever came in my room.
THE AGENTS WERE TELLING THE TRUTH AND YOU CAN'T ACCEPT THAT.
THE AGENTS WERE TELLING THE TRUTH AND YOU CAN'T ACCEPT THAT.
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