Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at Bay Pointe and when I called to make the reservation I was told one price per night but never given a total for the stay. During my stay I looked at the pending charge and couldnt believe the amount they were holding so I went to the front desk to ask questions. They suggested I call the General manager to see what could be done. Within the next day or 2 I called ******** and left as message as there was no answer. It wasnt until I called again the next day that he finally returned my call. While on the phone I was explaining the situation and the entire time he was extremely rude. When I told him I was given a way lower price per night his response was thats not what I see thats not what they told you. As the conversation continued he said why would I help you multiple times. Finally I said Im not looking for a refund Im just asking you to meet me in the middle. To that he responded everyone else paid that price so why would I meet you in the middle or help you. As someone who has worked in customer service for many years you dont talk to or treat your customers like that. At the end of the call he basically hung up on me which is also extremely rude to anyone let alone a customer.

  

  Business response

  10/31/2024

  Good afternoon. I'm following up on the complaint Ms ***** ********** submitted to BBB. First, I would like to thank Ms ******************* choosing Bay Pointe for her lodging option. Bay Pointe has been establish for over 20 years and we are taking great pride of our services that our staff are delivering each and every day. When making a reservation at Bay Pointe, you received an email confirmation directly after booking, which you received on 7/08/2024 with your confirmation of your stay and all rates and details, then another email was sent out on 8/29/2024 when you added another night to your initial reservation, which included all rates detailed for your stay as well. For each wedding, we have a wedding room block with different room types, for the room type that you selected you were charged the correct rate, now the agent may have told you different options of room type with maybe lower or higher rate, but for the room type that you stayed in, your rate is accurate.

  Lastly, I sincerely apologized if i sounded rude to you, but as you mentioned in your complaint, you worked in customer service, and i do remember the call by asking you not to use "vulgar" language over the phone otherwise i will hang up the phone. I have no tolerance for that. I understand you are the customer, but that doesn't give you the right to talk to people inappropriately. Thank you. 

  Customer response

  11/04/2024

   
  Complaint: 22492163
  
  I am rejecting this response because:

  I did not receive these emails that you say were sent.  You still havent taken accountability for an employee who gave the wrong Information. Lastly when you repeatedly tell someone why would I help you yes they are going to get mad because people who work in customer service DONT say things like that.  Regardless if someone uses 1 bad word or not, you dont hang up on them which you did. The fact that NO accountability is being taken on the end of Bay Pointe speaks volumes.  I would like the owner to address the situation not the ** who doesnt seem to have true customer service skills.

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

  

  Business response

  11/09/2024

  I'm sorry that Ms ********** wasn't happy with my response, but this is the truth. I have been in the hospitality industry over 25 years, and delt with many situation, and my first priority is always to look for the well being of our customer to the extend that our customer is reasonable. As i mentioned in my previous response, being part of a wedding block, everyone is paying the same rate for the room type selected and you were charged the correct rate for the room type you selected. Now if you believe that my staff gave you the wrong information, I apologized about that, again, she must have give you the room rate from another room type cheaper than the one you selected. 

  But i guess it is water under bridge at this point, and it seems like Ms ********** is looking for financial compensation due to that mis communication. Bay Pointe is willing to extend a refund of 50% from the first night rate of your stay, in the amount of $144.42 which will be credited back to your Mastercard on file if accepted. 

  Thank you.

  Customer response

  11/11/2024

   
  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.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  09/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I booked a room for 17 Sept 2022 I was told the room would be $199 plus tax. I was NOT told that there would be a resort fee nor what the resort fee entitled me to. We were at a wedding and only used their bed and had breakfast, which was included in the room fee. I think the $17.91 resort fee should be refunded to me and that they should be forced to tell all customers during the reservation process that there will be a resort fee and how much. I have traveled all over this country and stayed at resorts, hotels, etc and NEVER was charged a resort or hotel fee other than the room.

  

  Business response

  09/24/2022

  Good afternoon and thank you for staying at Bay Pointe for your friends wedding. I trust you enjoyed your time. 

  It is industry standard to have a resort fee in addition to sales tax, in most hospitality lodging establishments. That fee help us deliver todays need to our guests as complimentary high speed internet/WiFi, complimentary parking, complimentary breakfast, the use of our indoor pool and spa, complimentary business center with free printing, complimentary ************* machine in each rooms, complimentary water bottles. 
  At Bay Pointe, our resort fee is 9% per night. During the reservation process, our agents make sure to give you the nightly rate + fees for the total price of your stay.

  In addition, we email all of our reservation highlighting your grand total.

  I hope to be able to welcome you back to our resort in the near future  

  *********************************, General Manager at Bay Pointe.

  
  

  Customer response

  09/26/2022

   
  Complaint: 18121373
  
  I am rejecting this response because: I have stayed at many resorts all across the US and have NEVER been charged a resort fee. We did not use any of the items they listed as part of the resort fee.
  
  Sincerely,
  
  **************************

  

  Business response

  09/30/2022

  Okay we will refund the $17.91

  Thank you , *********************************, General Manager at Bay Pointe

  Customer response

  10/03/2022

   
  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.
  
  Sincerely,
  
  **************************

*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. ↩