Report: #917302

Complaint Review: Suites on the Beach on Flagler Beach FL

  • Submitted: Wed, July 25, 2012
  • Updated: Sun, October 14, 2012
  • Reported By: Luci Lynn — Florida United States of America
  • Suites on the Beach on Flagler Beach FL
    2815 S Ocean Shore Blvd, Flagler Beach FL
    Flagler Beach, Florida
    United States of America

Show customers why they should trust your business over your competitors...

Luxury Suites on the Beach is not what you get here.  They only take cash or checks and have a statement on their receipt "No refunds for early departures" plus they require a 2 night minimum.  I wonder how many others have stayed here and been ripped off as we were. 

On arrival they tell you they forgot to turn on the air to your reserved suite, (which is over 80 degree's), until a few minutes before you arrive. Then you look for the controls and learn its in the owners apartment below your upstairs, 925 square foot suite and you have no access to it. Then you find there are only 2 - 5 x 9 ish vents in the whole suite.  Then later learn its been on for hours and this is a cool as it gets.  The owner confided ( at 9pm) that he had had many complaints and appreciated our patience but to give it one more hour. WOW, it got cool instantly. We werent able to sit in our room until after 9pm due to the temperature.

Then upon waking up, you feel at 9am that it is over 80 again in your room. Then, they wont take your call or answer their door.  You have no choice but to leave for home as you have already paid in cash all your money for a nice luxury weekend on the beach. 

Another room was offered, but was not in any way a comparison to the one we rented.  Again, they had the controls to the AC.  We would not have stayed at this location had the upstairs private suite with a large gated balcony had not been available. We brought along our dog since they advertise as a pet friendly resort and you pay extra to bring your pet.   My dog was even miserable.

Lets not forget the luxury mattress. This consisted of 5 pieces of yellow foam (eggshell type) that you put on a mattress to make it seem like a pillow top.  You get all this luxury for over $200 a night. This was the most expensive place ( rip off) we have ever stayed but we were celebrating a special occasion.  Motel 6 would have been more luxurious.  Stay away!!  This place makes the IRS seem like nice people, at least they give you a refund when you have paid too much or  have a valid deduction!  Hence no refund.. it says it on the receipt per Patrick Obrien, the owner.
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This report was posted on Ripoff Report on 07/25/2012 12:12 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

To be honest.

AUTHOR: Suites on the Beach - (USA)

We were very honest and fair, and it isnt our fault you werent satified with your stay we did EVERYTHING that we advertise, and we arent giving you a refund because once again it IS stated clearly. We have a BRAND NEW air conditioning unit, and your the only person to ever complain about the air conditioning system. so on that note i have no further say to you, have a good day. thanks.
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#2 Author of original report

I firmly and honestlystand with my complaint! 80 degrees Unsafe for occupancy.....

AUTHOR: Luci Lynn - (United States of America)

First of all, We never stepped foot into your office as this is your home. Dishonest statement #1.  Ten minutes after we rented we called to ask where the AC controls were to make adjustments not about internet. This is when we learned we had none!  Modern laptops, dont use phone cords, they are wireless.  So the statement regarding looking for wires is false.  Dial up is a thing of the past, no one carries a phone cord.  Everyone can see right through that statement. Dishonest statement # 2.  Again, never at your office. 

Yes, we did ask for your wireless code/password which you said you didnt have one. Not a big deal.  Cell phones have internet!! Local business have passwords they provide to visitors of Flagler Beach.  End of story. We had internet on our laptop any time we needed.

Lets put the focus back on the real reason we were forced to leave Luxury suites on the Beach.  As we walked up the stairs to our suite, your stair case railing was broken and my  husband stumbled..unsafe conditions. Your wife said she had been trying to get you  to "fix that".  We offered to assist, so your wife got a hammer and we helped her make the repair.  I think your wife has tried to get you to fix the air problem in the upstairs suite too.

The chair in the living room was moved over so we could place the FAN we Bought, in front of the ac vent to try and get some more air circulating to cool off the room .  We just wanted to sit in our $200 a night room.  This didnt help. It was never 73 in our room as the AC fan NEVER stopped running, ever!!! You may have set it at 73 in your apartment but it never reached 73 or the fan would have turned off.  It was blowing cool-warm fan air,  not cold air.

Your wife came up stairs and apologized numerous times that she had not turned the AIR on until just before we arrived..and blamed you for not telling her that guests were coming in that day.   Then later admitted she had turned it on at 11 am, which was 3 hours before we arrived. Had we known that, we would have never rented that suite. We were mislead.  We agreed to stay there since she assured/committed to us, that the room would get cooler.  We were all SWEATING in that room when we checked in and this is where all the business transactions occurred. The bill was brought to us, never in your office. We gave it 6.5 hours with several updates of the continued problem which was present on check in.

Let me remind you of your own statement just before 9pm that night, You stated that you had received several complaints regarding the AC problem in the upstairs suite, but to please give one last chance, before we left to see if you could get it cool. 20 minutes later, the room was acceptable, not ice cold, but it was instantly getting cooler  and was acceptable.  By 9am the next morning, we were back to a warm room and the day had just begun. It was cooler to sit outside, (the day before and that morning) than to be in the room. 

But the problem is, that we rented the room, complete with luxury amenities of cool AC for $200 a night, not the porch!! Yes it was beautiful outside, but we wanted to stay inside the room, which is why we rented the room and didnt just bring a towell and a cooler to sit on the beach which would have been free. Sitting at the food/bar next door would have been the same as sitting on the 

So to refocus again, we paid for a luxury room on the beach that we could stay in overnight for the weekend with our pet.  We never got any luxury, we barley got basics.  We have tried to mediate this situation with you as we do believe you can fix the AC problem by adding a window AC unit up stairs or even having your unit and insulation checked to repair the problem or adding a separate unit for that apartment.  Heat rises and this is the upstairs suite we are talking about.   You cant control the weather, nor the heat outside, but you have an obligation to provide air conditioning to guests no matter what it costs on hot days.  When you are paid a luxury rate, you need to provide it.  AC is not a is a standard of living that is expected.  Heat strokes are evident in FLorida and you almost caused us to suffer this when you withheld AC from us. You had it and this was evident at 9pm when you finally gave it to us as you knew we were going to leave!! 

We even considered going to a store to purchase a small window AC unit so we could stay. We planned a weekend getaway in Flagler Beach.  We paid you for a luxury suite on the beach, but we never got it.  All we are asking for is a one night refund of $200 due to the AC problem, not a so called internet problem.  We had to drive back home forfeiting our vacation.  People just dont check out of $200 rooms they paid cash for without a good and VALID reason.

This refund request is fair.  If a credit card was used, I would already have a refund.  I wonder, how many people before us have had to leave due to the same problem, the AC, and were never giving a refund.  We trusted you and you let us down. I have offered you many chances to make things right. You stated you were being honest when you told us you had complaints on this room before and to please give you one more chance before leaving.  You were being honest and you turned down the air so we could breath and try to sleep. SO we know you can be honest and we are  giving you this last chance to be honest and provide us with a refund of $200 so we can go stay at the beach and try to enjoy a mini vacation as the one July of 2012 for my husbands birthday, was ruined as we had a hot room we couldnt stay in.

This is Your last opportunity to make things right, refund our money, to post you have made repairs and apologize for the problem and state you didnt realize the AC problem was that bad and you can guarantee ice cold air.  The online community is looking to you to be a honest business owner, who only takes cash but guarantees what you on the beach!!       
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#3 REBUTTAL Owner of company

Suites on the beach rebuttle

AUTHOR: Suites on the Beach - (USA)

We only accept cash and check because we live on site this IS NOT a hotel it is just a luxury home away from home.

And you cant even say anything about the air because right before she stayed here we had a completely new unit installed. It was never over $200 dollars a night, its actually only $175 a night, and because you didnt have Wifi in your room, WHICH WE NEVER ADVERTISED HAVING. and then ripped the furniture from the wall.
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#4 REBUTTAL Owner of company

Customer's Complaint to us was only regarding "The Internet is not working." We have never advertised having Internet service at Suites on the Beach...

AUTHOR: Suites on the Beach - (United States of America)

This customer started complaining 10 minutes after she arrived that she had no Internet service. We explained that we never advertised Internet service at Suites on the Beach. After visiting her room we noticed all the furniture moved and phone receptacles broken and wires hanging out of the wall. Apparently she was insistent in finding an Internet outlet for her laptop and refused to accept the fact that we do not provide Internet service. She questioned if we had Internet in the office and after we told her we did, she said she "would find a way to connect to it" and left the office very angry and frustrated.

3 hours later she came into the office complaining about the air conditioning. We explained to her that we have central air conditioning set at 73 degrees and there is only the one thermostat located in the office. We have hundreds of guests stay at Suites on the Beach every year and no one has ever complained about the air conditioning here. Maybe if she didn't remodel the entire room full of furniture looking for a phone jack to connect her laptop to she she wouldn't have been so overheated.

The second day of her stay on July 23th she called at 9am and left a message to say she was leaving because the room wasn't cool enough for her. The temperature in Flagler beach that morning was 73 Degrees outside of the Suite so we knew there was no problem with the air conditioning or that it was 80 degrees in the room.

We also advertise the fact that we don't accept credit cards. Apparently that is another issue that she didn't tell us about until this report came out. Complaining about the convoluted mattress foam that we put on all our beds for comfort and comparing us to the IRS or Motel 6 is vindictive and serves no purpose other than to compile a list of issues to justify her request for a refund which we received from her when she called us a few days later.
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#5 Consumer Comment

Don't hold your breath

AUTHOR: The Outlaw Josey Wales - (United States of America)

 Ashlee the internet bully
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#6 Consumer Comment

Help is on the way!

AUTHOR: Ashley - (U.S.A.)

Don't worry, I forwarded your comments to the hotel! Maybe they will make things better now!
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