Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 17th we decided on a last minute trip to visit Rod and Reel. Booked a lower King suite for around $220 with balcony and ocean front view. The view of the ocean was blocked by a white tent that was set up out back of the Hotel. I called to see if we could switch rooms and my husband went downstairs to resolve the matter. The representative stated she would give us a room on same floor but my Husband wanted the same features our room originally had. They gave him room *** and charged an additional $55 to move to the third floor which I didn’t find out until I received my bill by email. Room *** wasn’t the same and now we had a corner unit with no wrap around balcony. The fireplace also didn’t work and we had to ask for help from the front desk. We went to the *** **** and bough our food back to the room. The next morning all the food was taken over by ants. We had a disturbing experience and this was unacceptable!

  Business response

  11/21/2022

  November 17, 2022 
  This guest booked our LKS which are all located on the second floor. This room is bay front with a wraparound balcony with a view of our marina and the bay. This room is eye level with our event top, however, still has a view of the bay. The guest did not want to stay in the room and therefore wanted a suite higher up which cost an additional fee. The guest was fully aware of the price difference since they acknowledged the new rate by initialing their registration card. As for the rooms, the layout of our one-bedroom units is all identical, the only difference would be the balconies. As for the fireplace not working, we have no record or request for assistance and all the fireplaces were turned on and serviced in the first week of October. As for her claim about their left-over food being taken over by ants, again I show no complaint regarding this. Finally, if their stay was that bad why would they not ask to speak with a manager which I was on the property. The hotel will issue a goodwill credit of $55.50 for the upgrade fee to the king suite on the third floor. Please allow 5-7 business days for this refund to be issued depending on their banking institution. 
  

  All the best, 
  Glenn S****** 
  General Manager 
  Rod "N' Reel Resort 
  

  
  

  Customer response

  11/21/2022

  Good Morning,

  
  

  The reason we gave up contacting management is because we had been calling downstairs numerous times upon arrival for various issues. Rod and Reel still fails to acknowledge the Lower King Suite has a huge white tent that is obstructing the view. I rather deal with the issue from BBB then to tarnish the Hotels reputation by posting the information on the web. However, if a credit is all that can be done we will accept! 

  
  

  Respectfully,

  
  

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

  
  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,
  
  *************************
  

*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. ↩