Breakers Myrtle Beach Resort — Hotel in Myrtle Beach

We booked the Breakers Resort through booking.com for our family reunion. We paid in full for a 3 bedroom condo with 6 Queen beds and a pull out sofa that slept 14 for July 10th-13th. We received an email 2 days prior to our arrival that our reservation had been cancelled. We of course were confused and overwhelmed since we had family traveling from Michigan, Nevada and Georgia and our plane tickets were of course already purchased, so cancelling wasn't an option. I immediately reached out to the resort and was told they didn't know why the cancellation occurred and there was no reason in their system. I was instructed to call booking.com to see what the issue was. I contacted booking.com (whom by the way have terrible customer service) and was told it was the resort that cancelled because they overbooked. I explained we had already paid in full and was told they could refund us but it could take up to 7 business days. I explained we were in desperate need of accommodations and begged and pleaded with the resort to find us something. I was told to speak to Brad an evening manager who was not available during any of the 5+ calls I made. I eventually spoke to Melissa who was the only employee at Breakers who showed any empathy for our situation. She said she was able to work it out where my family could check into the room we reserved for the first night but we would have to move to a different room for the remainder of the stay. Unfortunately, the 2nd room contained 2 less beds so there wasn't enough room for everyone. I asked if we would be compensated the difference for the downgrade and was told our information would be passed on to the reservations manager to look into. Also, we were told they would find another room for the two members of our family who lost their beds but they didn't. After going to the front desk multiple times to see the status of the extra room they eventually found another property with a room for our two guests but we were expected to pay for it. And the property was more then 5 miles away. I found this to be odd seeing as though it was a mistake on the resorts part.

We were told that moving into the second room would be easy and there would be assistance from staff. Firstly there wasn't any assistance, secondly they locked us out of the first room although we were told we would have access until the second room was ready. We got up early, went to the pool and returned to be locked out of our room. When the second room was finally ready we were rushed by staff to vacate, although we kept explaining we got locked out for a significant amount of time and needed to get all of our things together. The second room was absolutely disgusting. It had not been cleaned, the floors and counter tops were filthy, there were wet towels under the bathroom sink, the closet doors were all coming off the hinges and the sofa was disgusting. It literally had dried blood on it. We were extremely uncomfortable in this second room and to make matters worse there was a terrible smell that we could not figure out where it was coming from. This literally ruined our family vacation and we spent the least amount of time possible in the room. We went so far as to go to a local Walmart to buy throw blankets because no one wanted to sleep under the covers.

In closing the Breakers Resort never offered any compensation for us paying for a 6 bed condo and being put into a 4 bed condo; even though you could clearly see a price difference on line. They did not accommodate two members of our group who had to pay additional money at a nearby hotel. They showed no empathy or concern for our situation caused by them being greedy and overselling rooms. I spent the bulk of my vacation in their lobby speaking to staff members and trying to get assistance. Furthermore I was really disappointed that they solely placed the blame on booking.com and one manager even stated, "Booking.com is known to sell rooms that aren't available." If that's the case why do you guys continue to use them as a 3rd party...

Unfortunately I had a terrible experience with breakers this time around. I will start with the premise, as a multi-business owner which includes a practice; I stay at the breakers for personal and business when I am in South Carolina. Which is often. These facts also encourage my perspective in acknowledging great experiences as well as awful. I literally stayed two weeks before this visit and responded accordingly to the exit survey.

On this visit it begins....

At check-in Kieira was terrible; very unfriendly, condescending, dismissive and lacked the customer service I would insist on from my employees as a representation of my companies, being the first interaction an individual encounters.

Next, upon entering the room there were dead bugs on the beds, tables, chairs etc. The bellman/porter/driver (Mike) was awesome, very friendly and personable. As he brought in my bags with me he apologized, because we saw the room in this condition at the same time. I took pictures for reference. I went back downstairs to let them know. I spoke with Christian, she was ok, better than Kieira but not good. My room was changed.

The next morning, I had a concern from the previous days check-in. I went downstairs and spoke with Candi, she was wonderful. Very friendly, personable and helpful.

Fast forward, as always Papa's restaurant staff (cooks, waiters/waitresses and bussers) were awesome! Julie and Sheddrick always make you feel at home! They recognize me every time I come and when I bring new people they make everyone feel welcomed! And the food is great!

Finally, the night before check-out I received a text message asking to speak with the front desk regarding an additional night at a deeply discounted rate to stay in my room. Now that the initial issues had passed I thought it would be nice to get the 1st or 2nd days negative experience back. I went to the front desk asked what the rate would be to stay according to the text message. They looked at me as if I was speaking an unknown dialect. I showed them the text for validity. Once I stated someone else I knew in my building received the same text, they stated it came from corporate and they had no clue what the text we received, was talking about. Puzzled? I said ok. A gentleman I believe his name was Brad, came over as a supervisor. He stated the only thing he could do was extend the room an additional day for $331 dollars. I then expressed to him never mind because that didn't make any sense, because if I booked the room right now on breakers website it was $297...where was the deep discount? At this point I was totally done with breakers. Mind you I had individuals who were booked there on my referral at this exact visit and a group of golfers I had suggested breakers and another location for their upcoming trip, I will definitely amend.

Lastly. I'm glad I did not extend. After returning from the front desk to my room I literally saw a roach crawl from under the door that can adjoin the two rooms (so the next door neighbors room). Trying to catch and kill it I noticed another one on the kitchen counter, then sink! Ughhh! I took pictures when I could, as I could, for reference...as my integrity is everything. I had to throw out the dinner I just cooked because it was sitting on the stove. So food and money wasted and of course I wasn't eating it now. This is the first time ever I didn't want to wash the dishes before I went to bed! I immediately loaded my things in my vehicle so nothing sat in the room, I wouldn't need in the morning.

The above make sense, as housekeeping doesn't exist.

At check-out, Candi invoiced me out, again she was very nice. She asked how was my stay...I just stated "this is the first time I cant leave fast enough." She thanked me for my loyalty and insisted she wanted to speak to a manager before I left. She stated she had a conversation with her manager Trish. However; if there was any value placed on your customers, let alone your loyal customers why wouldn't the manager (Trish), come out of the office and express such,...

UDATE 2/3/2025 I WAS GOING THRU MY REVIEWS ADDING PHOTOS TO THEM ETC & I NOTICED THAT I HAD INADVERTENTLY LEFT OUT OUR HOUSEKEEPER! HER NAME IS VICTORIA AND SHE MADE US FEEL LIKE WE WERE THE ONLY GUESTS SHE HAD TO CARE FOR. SHE CLEANED OUR SUITE AS IF SHE WERE CLEANING A SPOT IN HER HOME FOR US TO STAY IN, AND WAS EXTREMELY FRIENDLY & RESPECTFUL. I ALWAYS TRIED TO REQUEST CLEANING SERVICE ON DAYS THAT I KNEW SHE WAS THERE. IF BREAKERS WANTED TO HAVE THEIR HOUSEKEEPING STAFF TRAINED CORRECTLY THEY'D HAVE VICTORIA DO THE TRAINING....THEN THEY'D BE CONFIDENT THAT THEIR NEW STAFF MEMBERS WOULD BE MAKING THEIR GUESTS COMFORTABLE AND HAPPY W/ THE WAY THEIR ROOM/SUITE WAS CARED FOR!! We've been vacationing in MB for close to 30 years and always stay at Breakers. We haven't been able to travel for various reasons for about 5 years, so we certainly were excited to get back to Breakers! We always stay in the Paradise Tower. This trip, we weren't as thrilled with our suite as normally. There used to be carpet in bedroom and living room. The entire suite is now laminate flooring. We didn't care for that. The towels were so rough and scratchy. It felt like they were dried out on a clothes line. Our toilet clogged up several times throughout our stay. The toilet paper holder was broken & hanging off the side of the vanity. Maintenance was in the room at least twice, but it never was fixed completely. I think it's maybe time for Breakers to spend some money & put new mattresses in their rooms! Talk about back BREAKERS!!! (No pun intended) And why are there no dishwashers in these suites? Not to mention clothes washers & dryers!!?? They have, like, I think 6 washers and 6 dryers in the Palms Bldg and same in Paradise Tower. Hello???? That is unacceptable straight outa the gate, but then, they posted signs in the elevators in Paradise that all laundry rooms were CLOSED....but feel free to use the machines in Palms, on floors 2, 4, and 6. And quite honestly, almost every single time over the years that I've gone to use the laundry rooms, at least ONE machine was always broke down, or the dryers weren't vented well, so it was super damp & humid in the laundry room and the clothes never dried completely. We paid an extra fee for daily breakfast across the street at PaPa's Restaurant. It USED to be really good, and we could visit the buffet and were able to order eggs prepared some other way than SCRAMBLED. And, while fruit juice used to be available in the buffet area, along with waffle makers, NO MORE!!! If you want something other than coffee, tea, soda, or water, you have to pay an additional $3.00/glass! And the lovely waffle makers are things of the past, too. In past years, when we'd pull into the entrance, a resort employee would rush out to greet us and bring a wheeled luggage cart, and without our asking, would immediately unload the car & take all the luggage to the suite. They also used to have a nice shuttle bus that would give guests rides to local attractions or clubs/restaurants, etc. We would always tip the shuttle driver very well & it was great! Then we didn't lose our parking spot in the crowded parking garage across the street, plus if we had cocktails, we had no worries. I won't say that we'll never stay there again, but while we're back home, we are going to check out some other resorts for our upcoming trip. We HAD booked a full month in the very near future but canceled after seeing the way things had declined. Breakers definitely has nice pools, and their courtyard is 1 of the nicest in the area. We were there over Christmas and New Years, so we decorated our place! There were very few decorations around the property, which...