ComplaintsforLitchfield Beach & Golf Resort

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a month rental for October, 2023 of an oceanfront condo (Warwick #***) through LB&GR on 11/8/22. We received a confirmation and paid a non-refundable deposit. I called LB&GR 9/5/23 to ask a question and was told that our unit had *** sold and that no oceanfront units were available for Oct. We have been looking forward to our time at Litchfield all year and are shocked and distressed that our long awaited vacation plans have been devastated. We have communicated extensively with the resort manager (********), but he has not offered a comparable oceanfront rental at our confirmed rate. We feel that this is a breach of contract and that ******** should find a way to honor our contract. Since the October rental is not possible, we would accept a comparable Warwick rental for the same rate for March or April ****. If LB&GR does not have a comparable unit available, we think they should pay the difference in price to provide the vacation rental contracted for even if it means renting from a different agency. Despite our repeated efforts, LB&GR has not offered comparable options for Oct., March or April (they have offered a few inferior units not comparable to the luxury oceanfront unit that we reserved). Another RE management company has two oceanfront properties available for March at a higher rate than we contracted for with LB&GR. The properties are not as attractive as Warwick ***, but they would be acceptable to us if LB&GR subsidized the rental rate to match the daily rate that we originally contracted for. We have consistently and repeatedly stated that satisfactory resolution is for LB&GR to provide a comparable rental unit to Warwick *** for a comparable one month period at the daily rate that they confirmed with us. We are willing to move the reservation to March or April if necessary to make this happen. Unfortunately, LB&GR has been unwilling to honor their contract or offer an acceptable alternative.

  Business response

  10/07/2023

  We have spoken with Mr. and ***************** concerning their monthly rental.  We offered other units for them to stay in due to the Warwick 209 selling and coming off our program.  They have refused all offers, so we have refunded the $250.00 deposit.  We are not in a bonding contract with the ******** and have exhausted   all of our efforts to assist them.  

  Customer response

  10/09/2023

   
  Complaint: 20662548
  
  I am rejecting this response because:

  We disagree with **************** regarding the existence of a binding contract and the refund of our deposit is not an acceptable settlement to this situation.  In our opinion and in the opinion of most legal experts, a reservation (especially a confirmed reservation with a non-refundable deposit) is a binding contract consisting of mutual promises.  LB&GR agreed to rent us Warwick 209, a 3 bedroom, fully updated, oceanfront condominium at a quoted rate that we agreed to pay (along with payment of a non-refundable deposit).  There were no other conditions to our contract thus we consider it to be an unconditional contract that LB&GR should be required to honor.  It should also be noted that Warwick 209 was not sold. LB&GR moved our reservation to Warwick 505 (without notifying us).  Warwick 505 sold, but it sold 4/4/23.  Per the ** Vacation Rental Act, if the new owner of Warwick 505 was not going to honor existing rental reservations,LB&GR was legally required to notify us and refund our deposit within 45 days of the sale.  LB&GR NEVER notified us of the sale.  We only found out about the sale because we called the resort to ask a question about our reservation in September (4 months after they were legally obligated to notify us).  If we had been notified earlier, it might have been possible to salvage our vacation.  It is true that **************** offered us alternative accommodations, but the accommodations that he offered were significantly inferior to the condo that we reserved.  We feel that LB&GR should be required to honor their contract by providing comparable accommodations at the contracted rate.  Since they can no longer honor the October rental, we believe that they should honor our contract by providing a one-month rental in March or April **** of a comparable oceanfront rental (Warwick building)at the same all in daily rate originally contracted for.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation and had to cancel within the cancellation policy. When I called to cancel, they proceeded to tell me that they changed computer systems, and they had to mail me a check for the money I paid on my deposit. The lady was extremely rude to me on the phone when she was explaining it to me. She told me I would have a check mailed to me within two weeks. I called two weeks later and spoke to the business manager and she told me that she had the check on her desk and she was about to mail it. Its been two more weeks and I have still not received the check. Ive been calling, no one answers my phone calls when I ask for the manager or returns my messages. This is extremely unprofessional and I feel like I have been scammed out of $500!! Do I need to contact an attorney?

  Business response

  07/25/2023

  We recently upgraded our PMS (property management software) so any reservation that was booked prior to the conversion we no longer have the credit card on file in order to process the refund in our new system so we are having to issue this in the form of a check. I was able to speak to the customer on 7/25 via telephone and was able to expedite the refund which I provided a receipt for their records. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dates: June 30, July 1, July 2 and July 3 This business is misleading consumers by showing available units at certain price points. Once you put in all your information it gives an error message to call reservations. When you call reservations they give a different price point. I searched for available units from 7/2- 7/7 at (********************************************************************************). The site showed multiple units at certain price points. When I clicked on the units the site allows me to put in all of my information. After I entered in my credit card information it gave me the below message to call "There was an error while booking your reservation, please call the property at ************** to complete your booking"Once I called in they gave me a different price point. This business did the same thing when my wife called as well. We both asked them to take the advertisement down. I understand that this could be a site error but a site error for the past 4 days (could have been longer). This was just when I noticed it.

  Business response

  07/04/2023

  Good Afternoon,

   

  Thank you for taking the time to provide the feedback in regards to your experience. On behalf of the team here a Litchfield Beach and Golf I would like to offer my sincerest apologies about the issues you encountered while attempting to make a reservation. It sounds like we may be having a technical issue with the most recent promotion we added to our website. Please give me a call directly and I will be more than happy to honor the original booking price and to confirm the promotion you are referencing. 

   

  Sincerely,

  *****************************

  ************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have always enjoyed Litchfield Beach and Golf Resort. This year is different. On May 3, 2023, I had to cancel a reservation for June 17 that I booked February 24, 2023, well within the 14-day cancellation refund period. Was told I would receive a refund of my entire deposit of $549.06 when I cancelled, but because of new reservation computer system, it would be issued by check in 2 weeks. Two weeks has turned to 6 weeks and no check has arrived. Call the front desk and no one answers the phone, no response to emails. I am requesting a refund of my deposit of $549.06 in accordance with the rental agreement in place at the time of booking. I have attached pdfs of the reservation confirmation I received by email on February 24, 2023. Thank you.*****************************

  Business response

  06/24/2023

  Hello *****************************,

   

  I would like to start off by saying thank you for your patience and understanding. Recently, we upgraded our ******************* Software to a new system and your original booking was made in our old system so we no longer have the ability to refund the first nights deposit back to the card we had on file. Therefore, the first nights deposit of $548.30 will need to be issued in the form of a check that will be mailed to your home address. I sincerely apologize for the delay as this was an automated process in the past. This issue has been escalated to the accounting manager to ensure the check is mailed out at the first of the week. 

   

  Sincerely,

  *****************************

  ************

  Customer response

  06/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory provided that I actually recieve the refund, which **************** indicated would be mailed the first of the week. It's Friday and I have received nothing from Litchfield.

  **************** phoned me last Saturday to apologize & let me know he received this complaint and a check had actually been mailed, but he would void it and reissue the refund as the length of time since it had been mailed I should have received it. He went over the computer issues the resort has been experiencing. 

  During the phone call, I told **************** I too have been under duress since I had to cancel my reservation, as my niece had passed away June 17. She had been in ******* care this spring. She was my sister's only daughter and I had been assisting her family with this. I also told him I was sorry about the BBB complaint. We still love the resort. Just such a shame things went this way. 

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

• Initial Complaint

  09/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  9/10/22 we were invited by Litchfield Beach & Golf Resort to come there for a presentation. They were selling Charter Club Memberships. We purchased from them and was told we would have access to the website within 48 hours. As of 9/16/22 We still do not have access, we have emailed twice and called once, no response at all. We would like a refund, all they have done is taken $4,995 from us and provided nothing in return. After reading all the complaints about this I don't understand how they can continue to do this.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/19) */ Dear ***** ********, Thank you for taking the time to share your feedback with your experience with the Charter Club. However, this is a completely separate business entity from the Litchfield Beach and Golf Resort. I have reached out to the Charter Club to see what can be done on their end to correct the issues you have experienced. Unfortunately, since we are not over the Charter Club entity they will have to resolve this issue directly with you.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arrived in Bridgewater Room 401 at Litchfield Beach and Golf Resort to find an uncleaned suite with dead bugs, food residue, a pile of used bathtowels, peeling/moldy floor tiles beneath dishwasher, peeling paint on the microwave/walls/cabinets, missing hardware on several drawers, a broken lamp with exposed wires still plugged in on arrival-- obvious signs of health and safety hazards left behind from previous guests. Discussion with the front desk staff resulted in packing our belongings back up and moving my family into a much smaller room (due to lack of availability) at 1:30am with no help or guidance on the relocation, based on the promise that our issue would be resolved by management in the morning. Discussion with management offered no solution regarding the safety hazards or overall poor condition of the suite, only a cleaning and return to the room we had originally checked into. No financial compensation has been offered and no accommodations have been made to place my family in a reasonably sized room in good condition, as advertised and agreed upon on booking.

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/08/13) */ Dear Valued Guest, Thank you so much for taking the time to provide us with this feedback from your recent stay. On behalf of the team here at Litchfield we would like to offer our sincerest apology that the unit did not exceed your expectations. I see that the front desk was able to issue a credit of $622.53 back to the card on file and was able to move you into another condo that was the same type originally reserved the following day. Please reach out to me personally if I can be of any further assistance as our goal is to ensure all of our guests have fantastic lasting memories from The Litchfield Beach and Golf Resort. Sincerely, Benjamin G***** Resort Manager XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $622.53 qaa the price of the first night's stay, and considering that we were forced to pack up all of our belongings, move into another room not large enough to accommodate family that was located a good distance away from the room we checked into, without any staff to help with the move and, considering the fact that we did not even get settled in for the night until almost 4:00 in the morning, AND the manager did not make the accommodation for us to go to an appropriate sized condo comparable to the one we originally booked until much later in the day which essentially resulted in missing that day of our vacation as well, I do not feel that the miniscule refund for the first night is satisfactory. We are typically not the type of family to complain, but there was a lot of hardships and a fair amount of our precious leisure time lost due to this experience. My husband and I are both emergency medical responders, so we are understanding of the need to sometimes be flexible when unpredictable situations arise, but I do not feel your staff members were competent or responsive enough to help us in this situation, which should have never happened to begin with. My Family was placed in a room comparable to a budget motel and I would like a reasonable monetary reward or refund because of this. Please review the videos and photos I have included in my complaint file. If necessary, I can send them to you personally or post on your Litchfield Beach & Golf resort Facebook page. Business Response /* (4000, 9, 2022/08/27) */ Good Afternoon, Thank you so much for taking the time to speak with me today about the issues you experienced. I would love the opportunity to personally take care of you and your family the next time you plan to travel to the area.

*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. ↩