Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked 4 rooms (3 separate reservations) with Margaritaville Key West Resort for Aug 23 - Aug 26, 2024. One of the reservations had 2 rooms. We booked through Am Ex Travel. We paid one room in full prior and paid deposits (charged on 8/17) for the remaining 3 rooms. Upon checking in, we were told we only had 3 rooms, not 4. I explained one reservation had 2 rooms and was clearly told by the gentleman checkin us in that "no, only 3 rooms". One of the rooms was upgraded to a 2-bedroom unit prior to us arriving anyway, so we were able to accommodate our full party. Upon checking out, the manager, ****, stated we did not use the 4th room. I explained we were told it didn't exist. She gave us her business card and said because we booked through Am Ex, we would need to contact them and they would have to fax her something to get the credit. It is now December 7 and after multiple attempts with both Am Ex Travel (who have said the resort should have taken care of it) and Margaritaville (only 1 response from ****, then no response from **** or customer service) we are still due a credit of $361 for the unused room. This error was on their part, not ours.Note: Our friends had one of the reservations and switched both the deposit and remainder of room to their credit card upon checking in, so a credit to our Am Ex appears, but it was then paid by their card.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 23, 2022 I was booking a reservation for travel from October 31 - November 5, 2022 using booking.com at the Margaritaville Beach House in Key West *******. The Report policy clearly stated "Penalty-free cancellations are accepted up to 72 hours prior to arrival date". https://www.margaritavilleresorts.com/margaritaville-beach-house-key-west/resort-policies Apparently there are 2 prices for the rooms which I did not understand and is not clear on the website. I assumed the difference was for an upgraded room and naturally clicked the lower price. The next day I realized my confirmation email stated it was non-refundable which is unacceptable and especially during Hurricane season in *******. I reached out to the resort who rudely told me they couldn't do anything about my reservation as it was booked via a 3rd party (booking.com). I immediately contacted booking.com and spoke to an agent who informed me they would have to contact the "property". The "property" did not get back to them until Monday which was outside the 24 hour period I was later told I could have cancelled without penalty. The "property" still has over a month to book the room. The last time I looked online they state they only have 1 room left so I find it difficult to believe my "penalty" charge of $******* will affect their bottom line however I am 65 years old planning retirement this year and have limited income. That amount of money is devastating to my budget. This is their statement "Were sorry to let you know that the property wont be able to make an exception in this case and will charge a cancellation penalty of ******* USD."

  Customer response

  09/28/2022

  Attached is the documentation received by me via email from Booking.com and the "property" Margaritaville Beach House Key West

• Initial Complaint

  09/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Have a trip we planned in ******** ** for Sept 26 to Sept 29 at ******** Resort and ************ called ) was previously Margaritaville key resort. Cant find current name in BBB. We had called several times to try not to refund but to change reservation for another month since we are being hit by a major hurricane. We pleaded with the company and they would not budge from reservation. Fearing for our lives we could not make them change reservations and lost money. I dont think that when it comes to a huge issue as a major hurricane that this is fair, keeping my children safe is my priority. Hope something can be done

*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. ↩