ComplaintsforRed Jacket Beach Resort & Spa

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Red Jacket's Green Harbor Resort, ***************************************************************** ************** ......................................................................................................................................................................Requesting AX Hotel Deposit Refund of $417.20. I called Hotel Reservation Line *************) and spoke with their reservation staff member for 16 minutes about their rooms and resort. I then went online to their website and ********** reservations for 5/20-24/24 at their Green Harbor Resort, 2 bedroom suite. Unfortunately, our plans have changed and I called today to cancel. I was told they charge one night fee AND if they cannot resell the suite (160 days from now), they will charge me the full $1668.80. Nowhere on their website when I made this reservation was this policy stated, nor was it discussed when I was talking with the reservationist. I would like my $417.20 refunded and the threat of charging me the entire $1668.80 nulled. Thank you for your assistance to this very stressful matter. *********************

  Business response

  01/25/2024

  Talked with guest and resolved issue. ***** was able to cancel her reservation with no penalty. ***** claimed she would connect with BBB and close complaint filed.

  Customer response

  01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a weekend stay at the Riviera Beach Resort in South ********, ** from 9/16/23 - 9/19/23 and had placed a deposit through expedia. Upon checking in I paid the remainder of the balance. There was an issue on 9/17/23 where my husband and I were threatened to be evicted because we had our Emotional Support Animal with us which was included in the initial booking from Expedia. The manager ***** was extremely rude to us and threatened to call the police and hung up on us multiple times and refused to allow us to speak to anyone else. We ended up calling the police to help mediate the situation where *****'s manager ********************* arrived and stated that we could stay with our dog and would not be charged anything further for the inconvenience. While checking out on 9/19/23 there was no balance due and room was in perfect condition (no stains or messes, broken items, etc). After reviewing my bank account it was noticed that the resort had charged me for the remaining balance twice, and another amount $290.62. After contacting the Regional manager and ***** via email, the Regional Manager ***************************** stated that the "$290.62 was for incidentals" but no incidentals were charged to the room. A dispute was processed with my bank for the second charge of $500.78 that was charged as well as the $290.62. My bank issued the second charge of $500.78 back to my account and as of yet the incidentals charge of $290.62 has not been refunded and based on email received from ***************************** it does not appear they have any intention of doing so, and an itemized bill at checkout was not provided at that time or since. It is an experience that was extremely stressful for us and horrible customer service along with the extra charges that initially placed my bank account into the negative and incurred overdraft fees when they should not have been charged at all.

  Business response

  01/25/2024

  I do remember this situation and believe we have rectified on the financial side of the matter.

  I will of course re-investigate the charges and refund whatever is warranted.

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

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