ComplaintsforBeach Cove Resort, Inc.
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Complaint Details
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Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My parents checked into beach cove resort yesterday September 14. They were staying in room 1413 and got to the room around 7pm. As soon as they opened the door they noticed a musty smell. They went to grab something to eat to come back to the musty smell again. My mom is Remission from cancer, and couldn't take staying in the room so they went down to the front desk to see if they can move rooms. They were told they are no rooms available mine you it's 11:30 at night. Luckily they knew a friend that lived 45 min away and took them in for the night. There is MOLD in the room and when I called the manager today she told me it was dirt. I would like a Industrial Hygienists to take samples of the room. As I writing this more for the next family that has to enter room 1413Business response
11/02/2021
Business Response /* (1000, 5, 2021/09/17) */ Contact Name and Title: Sabrina H*******, GM Contact Phone: XXXXXXXXXX Contact Email: **@beachcove.com Good Afternoon Mr. *****, We had availability in another room however due to a homeowner coming in one day later, they would have had to move rooms again unfortunately. We found accommodations for them at our sister property the Caravelle Resort and they chose not to go there because it was not in North Myrtle Beach. We were very upset we could not accommodate Mr. and Mrs. ***** but we did refund their credit card deposit and voided the transaction we had done earlier that evening. Our Chief Engineer determined that the duct work needs to be cleaned and the residue was in fact dirt and not mold, still it should not have been that way upon your parents arrival. Aimee, our front desk supervisor worked very hard to come up with other solutions but your parents decided to leave. Our guests are very important to us and I assure you that we appreciate the information they provided. We blocked the room so that we could investigate their concerns. I am very sorry that they were not able to stay and that we did not have a room for their full stay. Thank you so much, Sabrina D. H*******, GM
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.