We love it. I don't have roaches at my home and surely note going to pay to sleep with them. Ms. ***** Complaint RE: BBB CASE #XXXXXXXX 5/26/20 Ms. ***** I find your complaint to the BBB, not forthcoming. I have placed this offer on your guest profile. This was given upon check-in. I did offer you a full refund if none of those options were suitable for you. My girlfriend witness the 3 roaches in the shower as well. Customer Reviews are not used in the calculation of BBB Rating, of those, 2 complaints were closed in last 12 months. Do the right thing. We spent over 2000.00 at your business just to be disrespect by your place of business and management. You booked a studio room, which is a partial view of the gulf. You are trying to make something out of this situation and we already gave you a huge discount. Generally, we rent them for long term guests during the winter months. That's why you were asked to leave. And didn't . We are sorry about your bad experience, and we appreciate you and your family visiting us. I will refund you your money. But would not give us the wrist bands for my children's Bc they weren't present. ******* ****. (The consumer indicated he/she DID NOT accept the response from the business.) Between all of us we spent close to $2,000. There was a lot of confusion at check-in with the credit cards and amount of people trying to check-in. We apologize about that, this definitely was our error and the $150.00 approval should have cleared your credit card account by now. You can catch the trolly to everything. A manager can only issue a full refund for compensation. Thank you, ****** **********, On February 10th 2021 me and my wife contacted the Shephard's Beach Resort ClearWater Beach Fl to reserved rooms for our up coming wedding which was to be held at that location from Aug. 3, 2021 to Aug. 9, 2021. 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. But obviously you don't care about retaining your guess only lining your pockets. Please come again soon! EXPERIENCE SHEPHARDS EVOLVED-FLORIDAS #1 ENTERTAINMENT RESORT. You have a history of roaches check you reviews. The same exact story was recounted by Security and the evening F&B Manager, not just Nick. You had to literally bend over the balcony to see the pool. Lets start with Tony at the front desk. My daughter and her friends were guests of a hotel by the pier. I can't accept an apology for something i was promised and didn't receive. BBB Business Profiles may not be reproduced for sales or promotional purposes. I can assure you that it was not our intention to ask for you to leave. We definitely should have only reserved $50.00 for one night. 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. At that time, we asked your party to leave, because you all were argumentative with the Manager on Duty and Security. After making the check in at hotel they realize they violated CDC 50% capacity law. Lock in the lowest price from these sites, wi-fi. Taxes and fees that are shown are estimates only. The staff made us feel a bit inferior to them. We found no evidence, and we had the room professionally inspected. Again were were promised the honey suite, which we didn't receive and then lied to by management that there were no other suites available but gave my guest the suite on the upper level. Checking the records the Sunset Suite was booked the year prior and was not available during your stay. If we discovered a problem in that room, there would have been some compensation given to you right at that moment. You all were complaining that other non-hotel guests were entering the property without wrist bands. Since we cannot determine anything, either way, I have credited your account 50% off your room rate, which is $120.00, including taxes. Fifteen of my closest friends came and patronized this location. I was told I'd have a $50 hold for damages, it was $150. The younger generations are possibly a bit 'easier' on the guest service side and I'm assuming the positive reviews are for the atmosphere provided to that generation. 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. Ms. ****, Re: Case #XXXXXXXX Date: 2/9/21 First, we appreciate you selecting Shephards Beach Resort for your repeat visit. Shepherds Beach resort needs to provided full refund for room 540-542 on 05/23/2020 Vestas. Came from Illinois and was treated very unprofessionally!! I was bummed I didn't get a scenic view of the, Spent a wonderful 4 days at the resort with friends. My husband and I have been coming here for five years. 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. The staff was very apologetic and professional to you, and we investigated the problem as soon as you check-out. Once again, we are sorry about the bug in your room, and we hope you can understand that there is always a possibility of a bug entering your room here in a subtropical climate. 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. I don't mind paying a bit more for a room for convenience and comfort for my mother and I, but I got nothing I was told we'd have. I would like 2 Cabana Rooms for the 3 days I should have gotten them. My mother had been on her feet all day and has recently had injections. You are obligated to pay for that evening. I had 15 people pool side 2 other couple got rooms there. Wow. Please, call us at XXX-XXX-XXXX or email ****@shephards.com. Rectify the situation, refund me the money you didn't provide service for, or the media **** need to get a hold of the videos. This is one of the best prices on the beach. (The consumer indicated he/she ACCEPTED the response from the business.) I have Video recording. I was bummed I didn't get a scenic view of the. Nick's detail notes are the same as theirs and they all concluded that you were trying to bring in more guests into the resort and you were argumentative. I will never stay at you hotel again or recommend it to anyone aswell. There is a lot to be learned here regarding taking care of your guests. Why would you let 1-person book 2 rooms? You will see this on your next credit card statement. She then told me to email ****@shephards.com and a manager would contact me. This seems like an isolated incident. (The consumer indicated he/she DID NOT accept the response from the business.) The. It states even today on their website "exclusive 2 level Wave Night Club" and the doors are locked. I cannot find a place to even provide a review on their fb page. My family and I stayed at Shephard's early June and loved everything about the resort! I see that this complaint is going unanswered . so I am taking this matter to the courts. It was definitely what I had promised my mother! 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. You don't seem to want to . The approval is primarily for you to be able to charge food & beverage, sundries, telephone and movies to your room. It appears that the reservation was credited on 5/20 for $220.01 on the credit card ending with 2230. From check in to check out, I never felt welcome or comfortable. I simply want what was offered to me for this gross, and unpleasant experience. I then called back and spoke to someone identifying herself as "Cody", who rudely disputed the conversation that I had previously with the other young lady. Fromdestination weddingstaking place on the beach at sunset to parties, meetings, and corporate events we do it all! That evening you all were trying to get eight people inside the hotel, and security found more people in both guest rooms. And I have witness she said I was getting comp. We are sorry this happened and we would be happy to exchange charges for you. The next morning I noticed there were roaches crawling in the shower. It is most unfortunate situation, but you were given our King Suite which is highly requested because of it's size and amenities. The resolution was to refund the additional night, which we did for both rooms. There was 3 different roaches not one palmetto bugs in the shower. After speaking with the staff regarding your situations you outlined, no one remembers anything nor do we have any documentation. Regards, Paul *******, General Manager, (The consumer indicated he/she DID NOT accept the response from the business.) We booked the studio queen with partial ocean view. (The consumer indicated he/she DID NOT accept the response from the business.) When I arrived, you were still upset, and I apologized to you. That's why there were 2 beds in one, and one bed in the other. You were offended by this, and this Ordinance is out of our control. (The consumer indicated he/she DID NOT accept the response from the business.) The inspector was pleased with all our guidelines for social distancing, Unfortunately, Ms. *****'s effort to somehow get our property in trouble is either crazy or genuinely immature. 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. International Association of Better Business Bureaus. 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. About an hour later I realized I didn't get a receipt so I asked to have one emailed to me, which she did. The. I was misled that it was oceanfront/beachfront. This is done by a private vendor who maintains the cleanliness of the beach. On August 15, 2020. 4 in one room and 2 in the other. I see there are other people sent reviews regarding roaches and the disrespectful person name Cody. Seeing a bug inside a room is definitely a cause for concern. 2 in one room 4 in the other I reserved two rooms for two nights. Nick 100% is lying to cover himself and his job. Did you contact the pizza vendor about your reaction? We have been here since 1977, and we have served hundreds of thousands of people since then. Why not. 2 rooms provided at point of sale. 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. Use tab to navigate through the menu items. The manager of wave was yelling at me for no reason and then he kicked me out for no reason at all I was doing was sitting at the bar I think you picked me out because I was gay very uneducated workers. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. The view from the patio was awful the pool view was blocked by a building. You had called on 5/14 about the additional people, and Nick explained to you about the policy. (The consumer indicated he/she DID NOT accept the response from the business.) Ms. *******. Mr. ******, In no way did I suggest that you let bugs into your room. This response is the subjective opinion of the management representative and not of TripAdvisor LLC. I was misled that there was a very nice nightclub in the resort. Unfortunately, they find their way into hotel rooms all over the south, and we are not immune to them either. Nick clearly explained that he refunded your second night for both reservations, which he did. This includes thousands of people from the LGBTQ community. Booked 2 Cabana rooms 1 year ago to the day for Super Bowl and they just gave them away! They discovered nothing wrong. 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. The air conditioning was not working. We had a. As I stated I would like a full refund for the room I paid for. If the BBB look at your reviews they will find the facts that Im stating. Thanks for the 5 bubbles! Thank you for your time in this matter. Thank you for the nice feedback! We will give George your regards- lol. There in lies the confusion. 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. ******* ****, Please, close this account as we have given her all her ample compensation. I booked 2 Cabana rooms 1year ago, when I got here yesterday (see attachment) I was told by your management the people in both Cabanas extended their stay. I repeated what she said and she replied yes I'll comp the room. I have plenty of video of your elevators and your hallways in full capacity. Hello, I put in a complaint about the Wave night club in clearwater. How ironic this is that she is complaining that we were not practicing social distance when it was her that wasn't'. I hope you understand that asking for a full refund for a bug in the room does not rise to the level of a full refund. 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. 23, 2021 to Jun. The balcony is a huge tripping hazard and the door was so heavy we couldn't even hardly get in and out. My mother and I were coming to town because of a college visit at Eckerd for my daughter. CDC guidelines violated by business & refused to deliver and provide refund after ask to leave property $1000 15 people in elevators. I'm just appalled by what I was told directly from the resort and what we walked in to. 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. Called security and had us escorted off the property like we were criminals! I, too, live in Florida and do not have insects where I live as well. . We asked your group to leave the property ironically because you did not follow the resort guidelines. When they arrived in the evening. Everything you need in a resort. I've had no response. BBB Business Profiles are subject to change at any time. My phone was on speaker and everyone heard her. If there was an actual problem in your room, we would be glad to make some compensation for this inconvenience. I know how disappointed you were to discover the Cabana Rooms you had reserved were not available when you arrive. I think I was kicked out because I was gay very discriminated. They advised room would have to be emptied and vacant. It is not. 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. There was silverware laying behind the sink when we came in. So soak up the sun, Jet Ski, parasail, adventure or relax and indulge! How shameful and reckless that she has falsely involved the Police Department, our Managers, our Staff, and now the Health Department. 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. I had called on 5/21 spoke with desk clerk she stated that it would be 3 days. There was no bug or roach infestation in the room. Also I paid out $90 to Rover to watch my dog. Go with a pool/beach/Gulf of Mexico view!!! When we called, my wife and I discussed with the person that booked our reservation about the honeymoon suite. Come watch the boats pass by and listen to music from our TIki Bar Stage. Great customer service. Bc they weren't present. Therefore I am satisfied with the response however it was explained to me that it was credited to 9914. Rooms were clean, spacious, free wi-fi. We are sorry you feel this way, but the Sunset Suite was already booked. This was a full suite and your guest booked a single room with a kitchenette, no way near the room you got. I believe I was misled, treated poorly and not respected as a guest at this resort. 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. 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. Nick told me that I already received all the wrist bands and they don't hold them. Hotels near American Institute of Beauty, Inc. My family will be in CWB Saturday June 5th until our flight leaves at 9:00pm. Why is that my inconvenience? 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. Enjoy everything from relaxing reggae to national acts and concerts while indulging in cool cocktails and Florida favorites. They met us at Shephards but there was no way to walk to the pier as I was told. No. Great, Loved it! So embarrassing witg family, ill never go to this place worst place in clearwater. I'm just flabbergasted by the insensitive atmosphere of this resort. Again, we are sorry that you feel this way, and we hope you can see past this incident. We can charge the card with **** and re-credit the one with ***** if you like/ Otherwise the credit has been processed already. The card ending with 9914 was used to make the reservation. The shampoo and body wash were empty. We were not close to the pier as I asked for that specifically as that is where my daughter was. Currently, the beach chair rental is $25.00 per day. You might not ever want to return, but you must know that we take your comments very seriously and will address them with management and staff. We, like many other beach resorts, do not rent out beach chairs. Thanks, **** *******. I expected more class. We hope to see you again! Pool is full. We have many people who walk along "Beach Walk" to Pier 60. I told the managers this is not my problem, if somebody extended their stay you put them in another room. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. 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. Paul *******, General Manager. Generally, the outside vendors that we recommend, we have been using for many years. BBB Business Profiles generally cover a three-year reporting period. This is on the corner of the inlet. Then insulting my integrity with what you assumed what you think. Paul *******, General Manager Paul *******. We have a clean and unique resort, and we service thousands of people, and I know this was an unintended isolated situation. We are sorry that it was not opened while you were here. Also, you can clearly see the pool from your video. 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. Our family has been booking this hotel for the last 3 years and will continue. 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. Sincerely, Paul A. I General Manager Shephard's Beach Resort 619 South Gulfview Blvd Clearwater Beach I Florida, XXXXX Phone I XXX-XXX-XXXX x 105 I www.shephards.com. I've called several times and have heard nothing from anyone. Sam asked you to put your mask on as our current County Ordinance mandates this. Inside, we have our Salt Bar & Tap Room. Your comments that we were violating CDC guides are untrue because you or Mr. Vesta (who booked the room) were told precisely what you should expect when checking into the resort. I was misled that this resort was close to the pier. cdc guidelines not fallowed by any staff member. I rewashed and put away but would not have used anyway. You charge 240.00 for a room that was 3 quarter of the view of the pool was block as well as calling 3 roaches, palmetto bugs. There are no further responses from the resort. We immediately removed your resort fee, and we followed up on the complaint. Please see our partners for more details. These issues were explained in detail on our Trip Advisor response. She said she couldn't have told you that because she doesn't have the authority to comp a room and we'd never do that FOR A FEW BUGS"! I was just there 3 days ago, & they filled up by noon, I'm not sure we just bought drinks at the. Its all at Shephards! I am sorry you felt Sam and I were rude to you. It's represented incorrectly in the videos. I paid $25 cash for 2 chairs & umbrella for the day The wall behind the trash can in the kitchen was very unsanitary with splatters all the way down the wall. **** *******, General Manager. It is upbeat and friendly. $20 was refunded but staff refused to reply. Tripadvisor performs checks on reviews. So, there was no further offer for any additional compensation discussed at check-out other than the $20.00 resort fee. You can catch the trolly to everything. Because, I am very sure the situations you encountered are not indicative of a normal experience here at Shephard's, I would like to offer you 25% off and free breakfast to try us again. 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. Went there on a Friday night with family. I've NEVER posted a BBB complaint for a hotel before. Paul ******* General Manager, ROACHES were in the bathroom, and after sneaking with staff the room was suppose to be comped but wasn't. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. With the military, I've stayed around the world in many hotels. So we alerted you about how many people allowed per room several times, including at check-in, and we emailed your confirmation, which also detailed this. I can assure you that our staff never intentionally tried to mislead or betray you in any way. This occurred at 10:00 pm pm and we were unable to re-clean/re-sanitize the room. The issues have been documented regarding this guest, respectfully. You were given our Winter Rate special which was a 24hour special rate online that had already expired. I ? We are happy to know that you and your family had such a great time! We have strict rules placed in the resort to prevent overcrowding, and you clearly wanted to break our rules. After going back and forth with her, she got your district manager Paul. I immediately took videos and pictures to show the staff. To add insult to injury we paid for a poolside view and 3/4 of the balcony view was blocked by a building. Unfortunately, in February it is only opened on the weekends. Let pull the cameras you have and see exactly what happened ! ***Document Attached*** Please, close this case, as Ms. ***** continues to harass our property. (The consumer indicated he/she DID NOT accept the response from the business.) Mind you,your lobby was full of people. The staff is amazing. Our guest arrived the next day and r. Mr. ******, First, let me apologize that you did not get the suite you wanted and we truly appreciate you selecting us for your wedding and guests rooms. 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. This is from 8 am to sunset, which includes 2 chairs and 1 umbrella. As I said in my first response that your request doesn't rise to the level for a full refund. Not one call back. I am extremely dissatisfied with how I was treated. One room has a king size bed and the other room at two queen size bed's. The most important thing in your email is that you didn't feel welcomed at our property, I can assure that it is our goal to make everyone welcomed. We cant forget where the evolution began with our 11,000 square ft. Tiki Beach Bar and concert stage with a tranquil stretch of white sand beach on the glimmering Gulf of Mexico. First I talked to your manager Sam who was very rude, the first thing she said to me was pull up you mask and calm down, really? I will continue to complain because I absolutely did nothing wrong . 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!