ComplaintsforBridges Bay Resort

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 26th-May 29th Bridges Bay Resort Want a full refund, only got a partial due to advertising a property called a resort only to leave customers to fend for themselves at a property they don't even have a front desk for. They are running a resort addition to Bridges Bay that is called Summerlake Building off of the main building that does not have access to the front desk, maid service, no phones in the rooms, and are told to leave dirty towels and trash in the hall ways. This is unsanitary, definately not "resort property" so false advertisement, and when asked for a refund the marketing director responds sorry don't stay here again.... bad business if you ask me. I also left a review and read so many complaints about this property on the website and ******* I will never stay again but am requesting a full refund. Please check into this property I am sure there are several more vilolations I don't even know about.

  Business response

  06/28/2023

  Greetings,

  We provided **** with a discounted memorial weekend "friends of family" discount. She asked for this prior to arrival and we honored her request. She was also provided a refund of ****** as well. We did not feel that there was a need to comp her whole stay based upon the finding of the hotel. We are a resort that has one central hub for check-ins in **************. We do not offer stay over service so we ask guest to put their items in plastic bags tied so we can retrieve them and replace items. Given the staffing issues we have had to simplify the operation. We give a letter at check in with a list of amentites. This is also posted on our website as well. I would need to understand what violations we committing? On a side note she is a past employee that left the company. 

  Thank you

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I stayed at this resort 8/21-8/23/22 (scheduled to stay until 8/24 but wanted to get out of there so left a night early but still paid for it). To say our experience was terrible is an understatement. I tried to call the resort about 9 times on 9/1/22 but there was no response to about 3 different phone #s they have on the Internet. Below are all of the issues with this terrible place: The lifeguards sitting outside were terrible- 2 of them were SLEEPING while sitting on their posts, others were busy talking to each other and playing games with each other, 1 looked like they were drinking a ****** **** and 1 was sitting behind her post in a chair in the shade and couldn't even see the pool from her view! I told the head lifeguard and she seemed to care less. The front desk staff are BEYOND RUDE. We tried to call about 15 times from our room to get more shampoo and there was no answer. I went to the front desk and told them of this and the girl was so rude and said "I'm the only one working up here (as she was doing NOTHING) so I can't answer the phone". Unbelievable. Every staff member looks absolutely MISERABLE and like they would rather be anywhere else but there. Staff were coming out of hotel rooms- do they live there?! Our room smelled like stale cigarette smoke- I didn't pay for a lakeview condo to have it smell like stale cigarette smoke. It was AWFUL. The hair dryer in our room was smoking and stunk up our ENTIRE room. I asked the front desk for a new one and explained the issue and the girl acted so inconvenienced by it that another staff said they would look for another one for me. There were dirty dishes in our dishwasher upon our arrival. GROSS. A huge stain in the middle of our condo. ICK. The refrigerator was set on the coldest setting and our food was barely staying cold. Before we left (a night early) I asked the front desk for the name of a manager and they wouldn't give it to me! TERRIBLE!

  Business response

  09/07/2022

  Hi, 

  In regards to the statement made by ***********************************. The pool is run on 20 minute rotations no one was sleeping on the stand. We have two head guards that rotate the stands continually throughout the day as well. The "bloody ****" did not happen. The kids have a red hydration drink they drink during the day when exposed to the heat all day. I am sure she mistaken that for an alcoholic beverage. We have J1's working the front desk so i am not sure where the rudeness came into play here. The kids are different and maybe their facial expressions did not show any remorse? Not sure. From a rooms stand point they are inspected every day before they are released but it is possible things are missed and/or not seen. I will refund one night stay for the guest in the amount of ******. We try our best to take care of everyone so they have a great vacation or general visit. 

  Thank you,

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

  Customer response

  09/07/2022

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

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 14, 2022, I called Bridges Bay Resort for reservations: #1 - for me and my husband,#2 - my son and his wife and 2 children - #3 my other son and his wife and 3 children for June 23 and 24, 2022. Approximately two days later I called to cancel #2 and was informed that I would have to pay a cancellation fee. I told them that I was not informed of that at the time I made the reservation and that I would not pay it. On June 7, 2022, I called to cancel #3 and was told that I would be charged the full amount of $576.00 as a cancellation fee. I had already been charged the full amount on my credit card and said I wanted a full refund. I was previously told that I had until June 22, 2022 to make a cancellation and nothing was mentioned about any fees. The biggest problem is that one can barely or not at all understand these "Asian"? people. I have asked to speak to someone who could speak good English so that I could understand and was given another "Asian"? person that I could understand no better. If you cannot help me, please tell me who can help me. This is not good business and I tried to give them the benefit of the doubt. I do not think that I should be required to pay. Thank you.

*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. ↩