Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Rented a room for November 16 and 17th 2024. We had no hot water we called to the front desk to let them know and nobody ever answered the line. The website states that there is 24 hour service. We had to use our phone to call because the phone in the room does not work. Internet didnt work either. I went back to read the reviews and they have had an issue with no hot water for a while. I went in to speak to them about it on Sunday morning and he said I needed to speak to the manager about it. He didnt offer to give us another room or anything. I went to check out on Monday morning and again let him know that we had no hot water or internet the whole weekend and his reply was you need to speak to the manager. Im pretty sure he is the manager. I want compensation for my rooms. Even charged us $27 for parking!! This is not right. We spent $500 on a crappy hotel. And to top it off a toolbox worth $1000 was stolen from the truck. Police report was filed . Please go back and read the reviews on their website. The water issue has been going on in a lot of the reviews. They knowingly rented me a room with no water.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The hotel over charged our school by $700 for rooms and has not made this right. Its been almost a year. We have called over two dozen times and cant get anyone to help us

• Initial Complaint

  07/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  This hotel was the worst I have ever stayed in. First of all, it looked nothing like its picture. We arrived around 10:00 am. Check-in was at 4:00 p.m. So, the hotel clerk said that if I wanted to check in early, I had to pay 60 dollars extra. Well, it was not 60 it was *****. They also did not tell me they were holding 100 dollars out of my checking account. (Which they still have not released). So I ended up paying them ****** for not even 24 hours. The hotel lobby was dirty and when we got to the room, we tried to turn the tv on and it was not working. So, we tried to call the front desk, no one answered. So, we went to the lobby they said they would send someone to the room.to fix the Tv. We told them we would not be there but it was okay for them to come in and see what was wrong. They never sent any one. We went outside the hotel to the beach that was connected to the hotel. It was filled with all kind of trash right there were people were sitting. It was so nasty that we went back to the room and went to dinner. When we came back there was no parking available. We had to keep driving around and around the hotel until we got a parking space, After, 30 minutes we finally got one. When we got in the room, the air was not working. We called again but no one answered. We tried to go to sleep and kept wiping ourselves with a washcloth to try to stay cooler. This was a night from h*** I think we deserve some of our money back. This is really bad business.

  Business response

  08/01/2024

  Hello,
  
  I am writing in response to a complaint from ********************************* regarding her recent stay at our hotel. I would like to address her concerns about the early check-in fee, deposit, and total room rental charge.
  
  Upon reviewing ************************* reservation, I found that she checked in at 11:31 AM on July 4, 2024. This early check-in resulted in a fee of $60.00 plus tax, totaling $70.38. I have highlighted this charge on the attached itemized receipt for clarity. 
  
  Additionally, the deposit charged is intended to cover any potential damages to the room. The receipt also shows the initial deposit charge and its release date. I have attached the registration form, which includes ************************* signature, acknowledging our policies at the time of check-in.
  
  Unfortunately, because the reservation was made through a third-party site, I cannot make any changes to her reservation. It is non-refundable and pre-paid. However, if ********************* chooses to stay with us again in the future, we will do our best to accommodate her needs.
  
  I apologize for any inconvenience experienced during her stay. 
  
  Thank you for your understanding.
  
  Best regards,
   
  Front Office Manager  
  Emerald Beach Hotel   
  
  
  

  Customer response

  08/01/2024

  Complaint: 21971059
  
  I am rejecting this response because:
  It does not matter if the hotel was made through a third  party , you still should be able reimburse me something .  I feel like i was robbed. and I am not the only one who feels this way.  
  Regards,
  
  *********************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Upon booking my hotel room for my pregnant wife, the hotel was advertised on multiple websites including the ****** search that it offered free parking and included a bathtub with the room, it was also advertised as a 3 star hotel. This incentivized spending less money on the room advertised. Upon arriving we were told they do not offer free parking anymore, which is false advertisement. When my wife was ready to take her bath (which was the whole reason we booked the room.) We were told the hotel does not offer stoppers as they do not allow guests to use the tubs.When asked why not we were told the hotel is old and it could potentially cause leaks. (Which implies they do not have the insurance or coverage for said events.) Not only this, but the quality of the hotel is a 2 star experience and none of the security locks on the outside of the building actually work, literally anyone and everyone can walk in and out of the hotel.To top it off, we were given the wrong hotel key to the wrong room, so we walked in on someone elses luggage and luckily we werent exposed to someone elses privacy. This also made us feel uncomfortable with our own safety with leaving our things in the room. Not only this, but the room we ended up receiving after this was corrected was right next door to that room, and the door was somewhat busted in and doesnt close fully.This is definitely the worst experience Ive ever had, and while waiting to check in I heard multiple guest complaining just like myself about the false advertisement of free parking.I am very upset, and I wouldve spent the money to book a 4 star hotel with a trusted name, had Id known I was being lied to.And finally, the room was advertised as having desks with chairs, and I do a lot of business on the road, there was no chair in my room and there was no peace for the night, and you can literally hear everything through the wallsIt also stinks like weed everywhere with low maintenance and dirty walls.

  Business response

  04/04/2024

  We appreciate the opportunity to address the concerns raised by a guest regarding his recent stay at our property. First and foremost, it's important to clarify that we do not advertise complimentary parking. The guest booked through Agoda, and we have provided a screenshot from our Agoda page explicitly stating that we charge for parking. This should dispel any misunderstanding regarding parking fees.
  
  Regarding the star rating, it's essential to understand that the classification can vary across different platforms, largely influenced by guest feedback and amenities offered. Our hotel boasts a range of facilities that align with a three-star hotel's criteria, including various room options, daily housekeeping, a 24/7 front desk, dining services, a pool, bar, meeting spaces, and a fitness center, not to mention complimentary Wi-Fi among other amenities.
  
  As for the incident with the room keys, while we have no specific record of this occurrence, ******************** himself noted that the error was swiftly rectified by our staff, who provided new keys for an alternate room. Such responsiveness, as the gentleman reports, underscores our commitment to guest satisfaction.
  
  The mention of an odor resembling marijuana is a challenge, given our location near a public beach, which makes it difficult to control external influences. Nevertheless, we have dedicated lobby staff working diligently from 8:00 AM to midnight to maintain cleanliness and manage odors in public areas through various means, including the use of aerosol odor eliminators, mopping, vacuuming, and the regular replacement of wall-mounted deodorizer dispensers.
  
  In response to ******************** mentioning hearing other guests' complaints, we address each concern on an individual basis. It is challenging to act on second-hand accounts without specific details or direct feedback.
  
  Finally, regarding the requested settlement, it's important to highlight that the guest's booking was made through a third-party platform, Agoda. As such, any refund or financial adjustments would need to be pursued through Agoda directly. From our end, we only processed a $100 hold on the guest's MasterCard ending in 0860, which has been released.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We reserved a room for two nights 8/23/2023-08/24/2023 at Emerald Beach Hotel where they charged $255/night. When we first occupied the room we found the door was jammed and would close only when slammed shut, ** not working, phone not working, and hot water not working. Also, the tub had sand and hair that washed out under the shower mat, mold and mildew around the entire base of the tub, and there was sand throughout the room on the floor. After calling the front office through the external number on our personal phone since the room phone was inoperative, the maintenance man was able to spend 30 minutes to reset the ** and after another hour he explained he could only get hot water to the room when he ran the hot water in 3 other rooms so the hot water could get to us. The next morning, there of course was no hot water for a shower so we checked out to go to another hotel where we could shower. The Manager said we would not be forced to stay there another night, but refused to provide any discount for the night we spent at his poorly managed hotel.

  Business response

  09/01/2023

  We appreciate the opportunity to address the concerns raised by Mr. and ************************* regarding their recent stay at Emerald Beach Hotel. We take guest feedback seriously and strive to provide the best possible experience for all our guests.
  
  Upon receiving their complaint, we thoroughly reviewed the situation and cross-referenced it with our records. The Quakenbushes indeed reserved a room for two nights, from August 23, 2023, to August 25, 2023. We acknowledge that they encountered certain issues during their stay, including a malfunctioning TV, a non-functional phone, hot water availability, and the condition of the room.
  
  Our maintenance team responded promptly to their concerns and addressed some of the issues to the best of their ability. However, we understand that not all issues were fully resolved to the guest's satisfaction, and for this, we apologize.

  In response to the issues raised, we offered a refund for the second night's stay, totaling $255.71, and waived our usual 48-hour cancellation policy, allowing them to check out a day early without any additional charges. We believe that this refund and policy exception appropriately address the inconveniences experienced by the guests.
  
  We recognize that Mr. and ************************* might still be seeking further compensation for their experience. Nonetheless, we would like to emphasize the actions we promptly took to address their concerns and provide a satisfactory resolution. We value their feedback and strive to continually improve our services.
  
  We have attached a receipt detailing the refund provided to the Quakenbushes. If you require any further information or documentation, please do not hesitate to contact us. Thank you for your attention to this matter.

  Customer response

  09/01/2023

  Complaint: 20531581
  
  I am rejecting this response because the hotel charged us their full rate for a night where we did not have access to basic services such as a shower.  The only issue they were able to resolve was the television.

  The hotel has acknowledged the issues with their accommodation.  Hotels that charge customers a full rate while not providing them basic services, should not be allowed to stay in business.  If the hotel will not provide an appropriate remedy to this situation, we will be forced to file a report with the ************** regarding their deceptive business practices.

  Regards,
  
  *****************************

  Business response

  09/01/2023

  ************************,
  
  Thank you for taking the time to further express your concerns regarding your stay.

  Upon receiving your initial complaint, we immediately cross-referenced it with our records, which confirmed that you faced certain inconveniences during your stay. We promptly addressed these issues to the best of our ability.

  Understanding the inconvenience you experienced, we made an exception to our 48-hour cancellation policy and refunded $255.71 for the second night of your reservation, allowing you to check out a day early without any additional charges. We believe this was a reasonable and fair concession, considering the circumstances.

  Your recent comment suggesting that we should not be allowed to continue our business and your intention to report us for "deceptive business practices" is disconcerting. We always strive to provide a comfortable experience for our guests and address any concerns they may have. We respect your right to share your experience and to seek further actions if you believe it's necessary. However, we would like to clarify that our intent was never to deceive or inconvenience our guests.

  We acknowledge your desire for further compensation, but considering the efforts we've made to address the situation and the compensation we've already provided, we believe our response has been fair and in line with industry standards.

  Thank you for bringing your concerns to our attention.

  Regards.

  Customer response

  09/01/2023

  Complaint: 20531581
  
  I am rejecting this response because the hotel does not acknowledge the common standard that no one should be charged a full rate in the ************** when the room provided does not allow a shower to be taken in the morning.

  The hotels contention that it has provided compensation by not requiring us to stay an additional night is not satisfactory. A two night reservation would never have been made if it was known the room provided did not match the room quality that the hotel was advertising.  By the hotels own acknowledgement, there were fundamental issues with the room that were not rectified.  It is not compensation, as the hotel claims, by not requiring payment for a second night when they advertise one quality of a room, and then provide a different room that does not meet a basic standard.  No hotel customer should be required to pay for or stay in a room a second night when the room does not meet what the hotel has advertised.  For these reasons, the hotel has in fact, provided no compensation at all.

  The fact that the hotel continues to refuse to acknowledge the above common business practices and that it continues to not properly rectify the hotels failure to provide a properly functioning room for our night spent there, suggests that the practice of false advertisement followed by lack of compensation may have become part of their business model.  That should not be acceptable in the **************.

  I have never experienced such a poor experience from a hotel anywhere.  I hope that the hotel will ultimately accept its responsibility in this matter, acknowledge the mismatch of its advertising versus the room it provided, and then finally, to properly address the issues I have raised by recognizing they overcharged for the room they provided.

  Regards,
  
  *****************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  July ***** stay at emerald beach hotel ************** ***** I spent $139 first night $189 second night which I did not stay. ************** Itinerary number Room 230 I was followed by a man who said he was homeless with his two dogs off leashes just using the washer and dryers there at the hotel when I woke up at 2 am not able to sleep and going down to sit by the pool and relax. At 7 am this man was still at the dryers waiting. He followed me to the beach area where this *** is looking for beer cans. I went and got my husband when I showed him this man, *** who is back at the washer and dryers now just standing around so obviously following me.he would not look at us or make eye contact but as soon as we went towards the buffet for breakfast here is this man following us to the buffet where he slides in and pretends to get free coffee. There is an argument going on with the hostess and guests about a baby in a stroller and them not having to pay for the baby because some blonde manager said it was ok. So we left and so did the *** following us. He then followed us the the front desk area and went and talked to the man behind the desk like he knew him! We left out the front door to our room and packed and left. I shouldnt feel scared or threatened staying at s decent hotel that Ive been coming to since 2015! The outside bar was full of drunks until 4 am drinking with the security guy hanging around them. The parking lot was full of drunks and loud music playing. People wandering in and out do the hotel with no pass cards. No doors were locked! All doors unlocked but one door leading up the outside stairs that lead to the second floor that one door I needed my hotel card to get back inside. Ive emailed the hotel several times no response. *********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the hotel through Agoda.com for a 2-night wedding anniversary. The pictures on the web were beautiful. We got there, and right from the entrance, I knew I made the wrong decision since it was dirty. We got checked in into our room, the first thing was the light not turning on, then the bathroom where my wife wanted to pee was so dirty she refused to pee. The chair in the room at the writing desk is broken and all the leather is ripped to the metal, and the walls and the whole room was filthy. We decided to call the front desk but the phone was not working. We decided not to stay and went down to check out. At the front desk, we were not offered another alternative room but were told we will lose that day's money and will be refunded to next day. The next day, I called for my refund and was told to call the site I booked the room on, I did and they are asking me to prove the room was bad before refund. I have spoken to several people and I am tired of the runaround. I do not have to prove anything if they already know what the room looks like. There is plenty of reviews about the place and the nastiness of it. This is unethical and unprofessional. Thank you.

  Business response

  07/27/2023

  As the ************ Manager, I have thoroughly reviewed the details of ****************** ************************* stay with us. According to his statement, he booked a 2-night reservation through Agoda.com to celebrate his wedding anniversary. We apologize for any disappointment he experienced during his stay, and we deeply regret any inconvenience caused.
  
  Upon ****************** arrival, he expressed dissatisfaction with the appearance of our property, and we understand how important first impressions are to our guests. I would like to clarify a few points raised in his complaint for the sake of transparency and to provide a comprehensive understanding of the situation.
  
  Firstly, it is important to mention that we have a dedicated team available all day and night to assist guests with any concerns or issues they may encounter during their stay. However, in ****************** case, he decided to check-out without giving our staff the opportunity to address his concerns and provide alternative solutions.
  
  We understand that cleanliness and maintenance are paramount to our guests' comfort, and our housekeeping and maintenance teams work diligently to maintain the highest standards. As soon as we were made aware of the issues ************** mentioned, we would have taken immediate action to rectify the situation and ensure he had a pleasant and enjoyable stay with us.
  
  Regarding the refund, we empathize with ****************** frustration, and we sincerely apologize for any inconvenience he faced during the refund process. As he booked his reservation through Agoda.com, we advised him to contact *****'s customer service for assistance with the refund request. We are unable to process refunds directly for reservations made through third-party booking sites, as the financial transactions are managed by the booking platform itself.
  
  In light of the circumstances, we kindly request ************** to contact *****'s customer service again to provide the necessary documentation to support his refund claim. We will gladly cooperate with Agoda to ensure a fair resolution to this matter.
  
  We take pride in the reputation of our hotel and continuously strive to exceed our guests' expectations. It is disheartening to receive negative feedback, and we truly regret that ****************** experience fell short of his expectations.
  
  At Emerald Beach Hotel, we are committed to providing exceptional service and ensuring every guest feels valued and cared for. We appreciate the opportunity to address this issue and welcome ************** back in the future to provide the exceptional experience we are known for.
  
  If there are any further inquiries or if you require additional information regarding this matter, please do not hesitate to contact us directly.
  
  Thank you for your time and attention to this matter.
  
  Best regards,
  *********************** | ************ Manager

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The hotel room was nasty, food and blood stains on the sheets, no ** in the room. Was moved rooms. Front staff including the manager was rude and did not want to address these issues. Second night the ** in room 2 stopped working. My wife was bitten by **** while down in the lobby in a chair by the front desk. Staff would not give a refund or any owner info . I can attach picture if needed. Front desk refused a refund, checked out a day early, nut was charged the entire stay Hotel also smelled like raw sewage.

  Business response

  07/14/2023

  We appreciate the opportunity to respond to the concerns raised by the guest in their complaint. We take all feedback seriously and strive to provide the best possible experience for our guests.
  In response to the guest's statement of the problem, we would like to provide the following details:
  
  I.) Housekeeping and Maintenance Issues: Upon receiving the guest's complaint about the condition of their initial room, immediate action was taken. Our team promptly addressed the reported cleanliness issues and transferred the guest to a different room to ensure their comfort. We apologize for any inconvenience caused and assure you that we have reviewed and addressed the concerns raised.
  
  II.) Front Desk Interaction: We regret to hear that the guest found our front desk staff to be rude. Providing exceptional customer service is a top priority for us, and we will address this matter internally to ensure that our staff maintains a professional and courteous demeanor at all times.
  
  III.) Air Conditioning and Room Issues: We apologize for the inconvenience caused by the air conditioning malfunction in the second room. We would have appreciated the opportunity to address this issue promptly had the guest chosen to stay the third night. Nonetheless, as the guest checked out early, we acknowledge their decision and will process a refund for the night not spent with us.
  
  IV.) Bug Bite Concerns: We take reports of any potential pest-related issues seriously. Upon receiving the guest's complaint about bug bites, we immediately engaged professional pest control to inspect and treat the area as a precautionary measure. However, it is important to note that our pest control specialist did not find any evidence of bedbugs or similar parasites in the lobby or its furniture. We strive to maintain a clean and comfortable environment throughout our premises.
  
  We understand the guest's frustration and disappointment with their experience, and we sincerely apologize for any inconvenience caused. We value their feedback as it allows us to continually improve our services.
  Please find attached a receipt reflecting the refund for the night not utilized. We hope this gesture demonstrates our commitment to addressing the guest's concerns.
  Thank you for bringing this matter to our attention, and we appreciate your assistance in resolving this complaint.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a room on 5/27/23 to 5/28/23. We arrived at 4:30pm to check in. We went to the room and the room was at around 80 degrees. We figured it was because its summer and middle of the day that it was the reason for the room being hot. We left to the pool and arrived back to the room around 8. The room was still hot. We figured we would go eat something and see if it cools down while we are gone. Got back to the room at 10pm and it was still hot. I called to let them know and the said they would send someone. They never came. Midnight came around and I called again. Again they said someone would come. We asked for fans and they said no. Someone finally came and only got the room to cool a couple degrees for a hour or 2. My 10 year old daughter and her friend and my wife could not sleep. We were all sweating. We called again at 4am after not being able to sleep at all. They finally offered to move rooms. So we changed rooms at 4/5 am. We might have messed up by giving them the benefit of the doute the whole time because now dont want to give us a better compensation other than getting 1 hour extra for checkout and the room change in the middle of the night. I spent 330$ on a room for 1 night and I feel like I got nowhere near what I paid for. I contacted the hotel about compensation and they said to contact Expedia because my room was booked through them. They contacted the hotel and said the hotel is not willing to give any compensation.

  Business response

  05/30/2023

  We are writing in response to the customer complaint filed against our **********************. We appreciate the opportunity to address the concerns raised by the guest and provide clarification regarding the situation.

  Upon reviewing the details of the guest's stay, we acknowledge that they experienced issues with the room temperature during their visit. We apologize for any discomfort they may have encountered due to the room being warmer than desired. However, we would like to emphasize that we took immediate action upon being notified of the problem. As stated by the customer, they contacted our staff to report the issue, and we sent someone to address the temperature concern. While our efforts to cool the room provided temporary relief, it became apparent that a more permanent solution was needed. We then offered the guest an alternative room to ensure their comfort for the remainder of their stay.
  
  We would like to highlight that the customer's reservation was made through a third-party booking platform, in this case, Expedia. As such, the financial transaction, including the payment for the reservation, was conducted between the guest and Expedia. Therefore, any refund or compensation request should be directed to Expedia, as per our agreement with them. It is important to note that we adhere to the terms and conditions set forth by the third-party booking platforms we work with. In this particular instance, when Expedia contacted ** regarding a potential refund, we informed them that we were unable to offer compensation directly as it falls outside the scope of our agreement with Expedia.
  
  We genuinely regret any inconvenience the guest experienced during their stay, and we took immediate action to address their concerns. We believe that the alternative room provided them with a suitable resolution. We kindly request that the customer is directed to contact Expedia for further assistance regarding any compensation or refund requests.
  
  Thank you for your attention to this matter. We value our customers' feedback and continuously strive to provide exceptional service. If you require any additional information or documentation, please do not hesitate to contact us.

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The stay in Corpus at the Emerald Beach Hotel was the worst conditions ever thought. Immediately upon check in I was greeted with the smell of gas in the lobby in which management refused to acknowledge although myself and other guest were adamant that something was wrong. The hotel lobbyist charged me an additional $100 for incidentals upon check in only to find out I should have charged them for having this hotel open and allowing myself and others to book here. I was given a room detached from the main building and I drive through the gates to find guest doing recreational drugs in the parking lot. I sit in my car for 15 minutes afraid to get out. Time passes and the crowd clears and I enter the hotel to find the ceiling tiles falling, the walls melting, carpet unfit for any person or animal to walk on, the looming smell of gas, and a broken room door that wouldnt close without excessive force. Once inside I find pubic hairs in the tub and toilet from the previous guest stay, a dresser unbalanced due to rot, the headboard rotting, a curtain that didnt close, holes in the walls with bugs inside, mildew, and a dust filled vent total cost for 1 night $250 unacceptable.I return to the lobby to report my findings and contact the fire department to check the gas and due to my reporting both incidents was given a far worse room than before. I returned to request a full refund and was denied and was checked out of the hotel completely and the front desk manager refused to give me another room therefore I had to call the police in order for her to do so.I slept in my vehicle and cried to my husband as I were traveling alone and he assured me that I would be fine to keep my windows cracked and doors locked. I drove to the store nearby when I had to use the restroom. Please launch an investigation on this property homeless shelters are in better conditions. This hotel is unfit for service and should be closed immediately.

*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. ↩