Thank you so much for taking the time to write such a nice review! I have read other complaints on him. BBB Business Profiles generally cover a three-year reporting period. We could have corrected this immediately. Spoke with my daughter today and she advised that she indeed received the refund on the date mentioned above, in which she in turn transferred those funds to my account. Wow. I was bummed I didn't get a scenic view of the, Spent a wonderful 4 days at the resort with friends. I Went to management the first day of receiving the room with my complaint of the room with the terrible view, which I was told that there were no other rooms available, then to add insult to injury, one of my guest arrived the very next day and received room 616 which was a suite on the top level with a great view. Why is that my inconvenience? We spent over 2000.00 at your business just to be disrespect by your place of business and management. This situation was an unfortunate incident, and we hope you understand that we have to follow these guidelines strictly for the community and for the Resort to navigate safely through this health crisis. This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. I've had no response. Nick the manager made the reservation. We never even mentioned the lipstick on the coffee cup at breakfast (from the poorly washed dishes). On August 15, 2020. We have many people who walk along "Beach Walk" to Pier 60. I believe this is why you haven't seen the credit. I was told I'd have a $50 hold for damages, it was $150. I did try to resolve this. This includes thousands of people from the LGBTQ community. I booked these 2 rooms 1 year in advance, so I would expect you to rebook myself and my son the 2 Cabana rooms for the 3 days you ruined. InterContinental (IHG) Hotels in Clearwater, Hotels near Clearwater Beach Scooter and Bike Rentals, Hotels near Surf-Style Flowrider Indoor Surfing Wave Machine, Hotels near (SRQ) Sarasota/Bradenton International Airport, Hotels near (PIE) St. Petersburg Intl Airport, Hotels near Schiller International University, Hotels near St. Petersburg Seminary and Yeshiva, Hotels near Regency Beauty Institute - Clearwater. As a matter of policy, BBB does not endorse any product, service or business. Mr. ******, We wouldn't have asked you to leave the property if there wasn't a clear problem that rose to this level. We are sorry about your bad experience, and we appreciate you and your family visiting us. It seems like you are adding more onto this to prove your point. We can charge the card with **** and re-credit the one with ***** if you like/ Otherwise the credit has been processed already. They were coming in on a different flight. Since we cannot determine anything, either way, I have credited your account 50% off your room rate, which is $120.00, including taxes. This is done by a private vendor who maintains the cleanliness of the beach. I cannot find a place to even provide a review on their fb page. Then insulting my integrity with what you assumed what you think. There will be no further comments regarding this case. Nick clearly explained that he refunded your second night for both reservations, which he did. Very nice lady checked us in. The staff was very apologetic and professional to you, and we investigated the problem as soon as you check-out. The balcony is a huge tripping hazard and the door was so heavy we couldn't even hardly get in and out. When I arrived, you were still upset, and I apologized to you. I can honestly tell you that I rarely get a complaint like this. These rooms are the most popular rooms that we have, because of the super large balconies and entire property and gulf views. You had to literally bend over the balcony to see the pool. Just an assumption. How ironic this is that she is complaining that we were not practicing social distance when it was her that wasn't'. Why not. Why would you let 1-person book 2 rooms? Even before you remodeled I would stay in the rooms around the pool. Thanks, **** *******. Your comments are far from the truth and do not rise to the level for a refund. Frankly, that was not any of your business, as this rule is the same for every room. This was given upon check-in. I had called on 5/21 spoke with desk clerk she stated that it would be 3 days. 1 day before cancellation then she corrected and stated 5/20 and verified last 4digits of cc # and now it is up bank to deposit the funds as of today 5/31 still no money. I think we checked you into superior rooms for the inconvenience, and you were able to view and listen to the outdoor music as you originally wanted. From check in to check out, I never felt welcome or comfortable. So, how can you honestly say the resort was not following the CDC guidelines? I can assure you that this indeed was an isolated situation. Then we gave you three options to choose from, and you selected the Terrace Room upgrade that we had already pre-arranged for you. When we called, my wife and I discussed with the person that booked our reservation about the honeymoon suite. Please see our partners for more details. These issues were explained in detail on our Trip Advisor response. We are also disappointed about the fireworks this year. Thanks for the 5 bubbles! That is far from the truth. Then Mr Nick. I have placed a note on your guest profile to alert the staff of this offer. Therefore you are responsible for the room. I did send the email again today, Thursday, February 27 at 11:14 am. The view from the patio was awful the pool view was blocked by a building. First of all, you left out in your complaint that we had to ask your party to leave the resort for trying to bring in more people to your rooms and trying to get more wristbands, this was still after you were told that you could only have two adults per room. The reservations were booked by ******** ****** who called a second time about additional people, and he was told over the phone that rooms are for two adults only. We had a, is amazing. I expected more class. It was more of a feeling that I should be grateful to be staying there instead of being a valued customer. There in lies the confusion. Very soon. Hello, I put in a complaint about the Wave night club in clearwater. We are sorry you feel this way, but the Sunset Suite was already booked. I think I was kicked out because I was gay very discriminated. Again, we are sorry that you feel this way, and we hope you can see past this incident. I was visibly upset and crying, they basically told me "oh well" We got my son and daughter-in-law their room for their anniversary, now what am I suppose to do? I had a reaction to the pizza they recommended at check in and spent a few hours on the bathroom floor and it was not sanitary. They checked our elevators with the giant signs stating only two people per elevator (15 people cannot fit in the elevator; it literally would not move). Rectify the situation, refund me the money you didn't provide service for, or the media **** need to get a hold of the videos. I am sorry you felt Sam and I were rude to you. Please come again soon! Thank you ******* ****** *******, Made reservation for 6 people . I told the managers this is not my problem, if somebody extended their stay you put them in another room. When they arrived in the evening. As I stated I would like a full refund for the room I paid for. **** *******, General Manager. We are sorry that it was not opened while you were here. No Email, no text, no disclaimer, no warning pertaining to how many guest one room can have. Mind you,your lobby was full of people. I will continue to complain because I absolutely did nothing wrong . Generally, we rent them for long term guests during the winter months. Receipt provided. So you can't say it was me starting the argument! You will see this on your next credit card statement. Once the conversation became argumentative, we were left with no choice to ask your party to leave. I, too, live in Florida and do not have insects where I live as well. The only one that helped me and calmed me down was Jose, he is a gem to your resort. (The consumer indicated he/she DID NOT accept the response from the business.) During our stay in June I asked the wedding planner to view the honeymoon suite, which she stated that it was beautiful and on the 6th floor but was occupied at the time, so we were unable to view it. But would not give us the wrist bands for my children's Bc they weren't present. It appears that the reservation was credited on 5/20 for $220.01 on the credit card ending with 2230. That evening you all were trying to get eight people inside the hotel, and security found more people in both guest rooms. Add the only dual level state of the art Gulf-front indoor/outdoor night club and you can say- we truly are Floridas premier entertainment resort! The air conditioning was not working. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Replied to guest via email 2/27/20 @ 11:51 am. Unfortunately, we are completely taken aback by your lack of truthfulness in your complaint. They discovered nothing wrong. Tripadvisor performs checks on reviews. Shepherds Beach resort needs to provided full refund for room 540-542 on 05/23/2020 Vestas. I'm just appalled by what I was told directly from the resort and what we walked in to. This is on the corner of the inlet. I guess my age (54) means I have some expectations of respect and I am the guest, not the 'lucky' one to be a guest in your resort. Checking the records the Sunset Suite was booked the year prior and was not available during your stay. No hospitality whatsoever. I simply want what was offered to me for this gross, and unpleasant experience. There is a lot to be learned here regarding taking care of your guests. This room was inspected right after you checked out, and we found no evidence of roaches/bugs. It was definitely what I had promised my mother! 2 rooms provided at point of sale. So soak up the sun, Jet Ski, parasail, adventure or relax and indulge! We love the location, atmosphere and the food. I feel betrayed by what I was told over the phone as I booked directly through the resort (with difficulty) while I had the website open. My mother had been on her feet all day and has recently had injections. Nick told me that I already received all the wrist bands and they don't hold them. You were given our Winter Rate special which was a 24hour special rate online that had already expired. Come watch the boats pass by and listen to music from our TIki Bar Stage. You don't seem to want to . There was 3 different roaches not one palmetto bugs in the shower. I have placed this offer on your guest profile. Thank you so much for the great review and Regina appreciates the recognition- she is a wonderful person! I was misled that it was oceanfront/beachfront. If we discovered a problem in that room, there would have been some compensation given to you right at that moment. Sorry, this is an unreasonable request, due to that fact that you had a full suite with two bathrooms, a kitchen, bar, two balconies separate living room and king bedroom. BBB is here to help. I know how disappointed you were to discover the Cabana Rooms you had reserved were not available when you arrive. I see on your profile that we did get an approval for $150.00 for incidentals, which is correct if you were staying for several days. We are 100% sure it was her who called the Health Department. I will never stay at you hotel again or recommend it to anyone aswell. 11 days and still no refund. I was booking online and the agent said I had to best rate. And I have witness she said I was getting comp. The card ending with 9914 was used to make the reservation. I've called several times and have heard nothing from anyone. Please visit, Clearwater beach jetski to reserve your chairs. We hope this situation doesn't prevent you from returning because we have a clean and fun resort for you to enjoy for years to come. With award-winning dining, personalized service, and over 12,000 square feet of indoor and outdoor venues right on the water, your event of 10 to 2,000 attendees will be handled with style and expertise. We come once or twice a year. I was misled that there was a very nice nightclub in the resort. We also booked a stay at the resort from Jun. I was bummed I didn't get a scenic view of the. I have plenty of video of your elevators and your hallways in full capacity. Hotels near American Institute of Beauty, Inc. My family will be in CWB Saturday June 5th until our flight leaves at 9:00pm. Pool is full. My phone was on speaker and everyone heard her. Sincerely, Paul *******. The resort was over capacity and you were on alert. EXPERIENCE SHEPHARDS EVOLVED-FLORIDAS #1 ENTERTAINMENT RESORT. Seeing a bug inside a room is definitely a cause for concern. The shampoo and body wash were empty. The 3 roaches we saw were in the bathroom shower hiding under the glass. Also, you can clearly see the pool from your video. How shameful and reckless that she has falsely involved the Police Department, our Managers, our Staff, and now the Health Department. 2 in one room 4 in the other I reserved two rooms for two nights. It is upbeat and friendly. It was not as clean as I'd hoped. After going back and forth with her, she got your district manager Paul. If I'm so wrong ??? Its all at Shephards! Also I paid out $90 to Rover to watch my dog. I can assure you that we would not ask anyone to leave based on them being LGBTQ. Ms. ****, Re: Case #XXXXXXXX Date: 2/9/21 First, we appreciate you selecting Shephards Beach Resort for your repeat visit. We, like many other beach resorts, do not rent out beach chairs. I can't accept an apology for something i was promised and didn't receive. My daughter and her friends were guests of a hotel by the pier. I was hoping to unwind there for the evening. Shame on your business. Our reservation confirmations and website clearly outline our policies. After making the check in at hotel they realize they violated CDC 50% capacity law. This efforts of management to occomdate us unpon failure to address the mixup is totaly unacceptable and as I state would like a full refund of the $1,383.12 with was paid in full. I booked 2 rooms. My mother is a senior and a FL resident and I am eligible for the military rate. I will refund you your money. Inside, we have our Salt Bar & Tap Room. I will share my video and pictures to help other from having to go thru what we experienced. I was just there 3 days ago, & they filled up by noon, I'm not sure we just bought drinks at the. . Ms. ******** Email sent: 2/22/20 @ 11:58 AM First let me apologize for any inconvenience you encountered during your stay with us. It is most unfortunate situation, but you were given our King Suite which is highly requested because of it's size and amenities. You had 2 complimentary nights and the additional night were 50% off. No. more. I repeated what she said and she replied yes I'll comp the room. We definitely should have only reserved $50.00 for one night. International Association of Better Business Bureaus. This response is the subjective opinion of the management representative and not of TripAdvisor LLC. Please, call us at XXX-XXX-XXXX or email ****@shephards.com. At checkout I told the lady at the counter what happened in offer to show her the proof. This is a letter I wrote to the owners and did not get a response, not sure if their management gave me the correct email. The same exact story was recounted by Security and the evening F&B Manager, not just Nick. I am so disgusted on how I was treated and what your management did to me. The Police even commented on how great we were controlling the Tiki Grill deck with strict seating assignments. On top of giving us no place to stay at 10 pm on Saturday night of Memorial Day weekend, I expect all the money I spent on a hotel room refunded and an apology from Nick, Mr. ****** BBB Case ********* May 27, 2020 I am sorry you are upset about this situation. We have been here since 1977, and we have served hundreds of thousands of people since then. The clerk did override the rate to give you that special rate, which was less than the (AAA, Corporate, AARP and Military) rates. Great, Loved it! Came from Illinois and was treated very unprofessionally!! My mother and I were coming to town because of a college visit at Eckerd for my daughter. He was rude also, offered us a refund when I came from Illinois. We found no evidence, and we had the room professionally inspected. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu. The manager who responded to this complaint is one of the problems at this resort, I wanted one of the Shepards owners to respond. Sam asked you to put your mask on as our current County Ordinance mandates this. You are obligated to pay for that evening. It is obvious the Resort Violated CDC guidelines. BBB Business Profiles may not be reproduced for sales or promotional purposes. Do the right thing. I will be taking legal action against them because that was not right. I have evidence of everything I stayed. Locally the fireworks are set off downtown near the Memorial Causeway Bridge, but the entire park adjacent to the bridge is undergoing a huge facelift. Well MR ATTITUDE NICK. Let's show that to cdc guidelines.. You never offered that?? BBB Business Profiles are provided solely to assist you in exercising your own best judgment. To add insult to injury we paid for a poolside view and 3/4 of the balcony view was blocked by a building. The buttons are broken and we were burning up. After viewing your videos, it is clear that your balcony door was opened for a while, which can explain this strange bug in your room. So embarrassing witg family, ill never go to this place worst place in clearwater. We have a massive variety of people who enjoy our property, and we are known throughout the Bay Area for the diversity of our clientele. As for the condition of the room, we had no contact from you that evening about the room especially the cleanliness and the lack of soap. Cancelled reservation upon ch.Spoke with desk clerk and manager which would not give last name she stated up to my bank. Note that complaint text that is displayed might not represent all complaints filed with BBB some consumers may elect to not publish the details of their complaints, some complaints may not meet BBBs standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. The main feature for this room is the kitchenette. Fifteen of my closest friends came and patronized this location. Toni is always willing to go above and beyond and everyone appreciates that you notice their hard-work. I can assure you that there's not a roach problem in that room or our resort. You can catch the trolly to everything. Thank you for the nice feedback! The nightclub was closed. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Rooms were clean, spacious, free wi-fi. When we returned in Aug. and checked in we were given a suite on the 4th floor with a partial ocean view and blocked by a neighboring garage. Lock in the lowest price from these sites, wi-fi. And didn't . I am extremely dissatisfied with how I was treated. I was given 3 bands at check in. This doesn't mean that these things didn't happened, but it looks like we were not giving the opportunity to correct many of the items you mentioned. Lets start with Tony at the front desk. Enjoy everything from relaxing reggae to national acts and concerts while indulging in cool cocktails and Florida favorites. The approval is primarily for you to be able to charge food & beverage, sundries, telephone and movies to your room. As I said in my first response that your request doesn't rise to the level for a full refund. If the BBB look at your reviews they will find the facts that Im stating. You had called on 5/14 about the additional people, and Nick explained to you about the policy. https://www.shephards.com/accommodations/studio-queen Our Wave Night Club has been in operations since 2001 and has various hours depending on the time of the year. They advised room would have to be emptied and vacant. 27, 2021, to meet with the resort wedding planner, and view the facility and honeymoon suite. Please, see the Health Department Report attached. We had a. I rewashed and put away but would not have used anyway. When I checked out, I was asked about my stay and I said 'not good' but was not quizzed more. We have strict rules placed in the resort to prevent overcrowding, and you clearly wanted to break our rules. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. You could make no adjustments. We had our highly reputable pest control company inspect the room, and they found no infestation. It appears that it was a bug from the outside. Hip new luxury rooms with modern amenities and stunning views, amazing new pool with 7,000 square ft. tropical pool deck featuring SOAK bar and VIP cabanas, SALT Tequila Bar and Tap Room with craft beer and beer and featured tequilas and Ocean Flame; an inspired ocean frontdining experience. My mothers car is an auto start and after the valet got her car, they failed to leave the keys so we had to track someone down and wait for them to locate the keys.
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