Treasure Island Hotel and Marina — Hotel in Treasure Island

I planned an anniversary getaway along with Mothers Day celebration. I booked a “gulf view” room for $152 a night. Upon entering the room we looked and all we saw was a pink building in the center of a parking lot and palm trees. I went to the desk to ensure we had the correct room. The front desk person (sitting on the cell phone upon checking in and when I went back to desk) came out and I said “ I wanted to make sure I have the correct room I paid for a gulf view- she said “what room” I said the room and she then said “that is gulf view” I said all i see is a parking lot- she sarcastically said “ that is the gulf” I then said when i looked at the website this is not what was advertised” she then said “ well what did it show- that is the gulf” her demeanor towards me was belittling and rude which aggravated me! So I said “ I know that is the gulf but I paid for a gulf view” she proceeds to tell me to lower my vouce and ahe threatened me to call the police- I told her at that point I didnt care and she should not be argentative with me. I asked for a manager- she them said “ you can see the general manager in the morning” I said No you will give me their email address and name” she repeated herself then proceeds to say “ if you want to change rooms there is an up charge of $75 But we dont have any. Them gets on her phone as if she is intimidating me by “calling the cops” I told her “You know what give me my money back I will nit stay here and take my business elsewhere” she then says I checked you out. I said give me a receipt- she says “ you booked third party get it from them” I obviously was agitated and did raise my voice at this point b/c she was confrontational and could have simply given me the info I asked for! She rolls her eyes at me. Then someone walked in a very large tall woman who walked in shuffling her feet as if she didn't want to be there- never introduced herself or ask me how she could help- she only listened to this rude front desk ignorant Lena! I said to the large woman- i explained my concern she then says well that is the gulf- do you want marina I said well according to this lovely front desk person you have she said “there were none” so which is it- I then said I am so angry and disappointed at this point I have NO desire to stay and spend my money in this establishment! Before I could finish Ms Lena says “ I checked her out” meanwhile I told large woman (Amanda- Manager) yes ms personality was the manager! And the only way I knew her name was b/c she had a name tag on- not b/c she introduced herself. I said I want my money back- Ms. Manager says “ well you can check out but you will still be charged b/c you didnt cancel before 24 hrs. I said you better give me my money and a receipt! She walked away- never came back and left me dealing with Ms. Customer service of the year Lena- I said why am I still standing here - meanwhile I checked my bank and they had charged me 4 times over $200 each time plus a $50 deposit fee. My stay was only for 2 nights. Again I asked why I was charged so much and she looked at me and said “ it was refunded” I said no it is not and again can I have a receipt- Ms. Amanda(manager of the year) comes out from the back office door and heads to the bathroom- never addressing me at all. I had to ask her where is my receipt- she purposefully looks past me and says to lena- its on the printer… I have NEVER in my life experienced such disregard for a customer. I was ignored, threatened and not treated fairly- I was talked down too, had eyes rolled at me and I inly asked for clarification on why this was considered a gulf view when it was NOT. Besides the room smelled- the dresser was all scratched up etc..I am a traveling professional and have stayed on hotels for less that looked better and at least offered decent customer service for the hospitality industry. I will NEVER recommend this place to ANYONE and i tend on taking this complaint alot farther. If you have someone in a Manager roll they are there to diffuse and offer some sort of...

A misleading email and website campaign for a BOGO Sale? I have screenshots of a potential booking....

As a previous guest, I get emails from Treasure Bay often. On Sunday, I received an email from Nigel at Treasure Bay Resort & Marina, announcing a BUY ONE NIGHT GET ONE NIGHT TOTALLY FREE offer when booked directly on their website.

I thought it would be great to book a night, get a free night in July 2022 for my fiancée's birthday.

Doing everything as requested of the offer, I went to their online site to begin the booking process.

The first screen asks to confirm the number of guests and number of rooms. 2 people, 1 room. I did that. (See my photos)

The second screen is a calendar with prices listed for each date, where you choose your Check-in and Check-out dates. Again, there is a price LISTED under EACH date! For my chosen dates of July 11 through 13, 2022, that price is LISTED as $138.00. At the lower left, under the date of July 31, there is a statement that reads 'Daily rates starting from' (See my photos)

The third screen, after confirming my chosen dates, is the ROOMS selection screen. There are multiple choices here, featuring either one King or two Queen beds, and a choice of Gulf View, Pool View or Marina View. I chose the Two Queen Marina View room, listed for $102.00. In the lower right there is a large BOOK button. I pressed BOOK. (As I said, I've included photos of each screen)

The fourth screen is the YOUR RESERVATION/GUEST INFORMATION/PAYMENT screen. It is here, on this page that the price that was listed on the previous page of $102.00 is now listed at $204.00. (See photos)

So, on this PAYMENT screen, instead of $102.00 for July 11 and FREE for July 12, plus Taxes and Resort Fees, the LISTED price was NOW $204.00 for July 11 and FREE for July 12 plus Taxes and Resort Fees for a total of $264.42. (See my photos)

I was not sure why the prices kept changing, so I tried booking different rooms, different views, closing the site and reopening it through the email link but each time the prices would change by going up as I got to the PAYMENT screen.

Figuring there must be a glitch, I called the listed phone number for Treasure Bay, where Chuck answered the phone. I explained what problems I was having with the prices as I was trying to book a stay. Chuck offered to try to book my chosen dates in 'mock' fashion on his end to see what was going on. I gave him my chosen dates of July 11 as the paid date, then July 12 as the FREE date, then Check-out on July 13. I advised I wanted the Two Queen Marina View room. He entered that data and came back with the same price as the site PAYMENT screen, $264.42.

Chuck said that everything was working fine and that was the correct rate. I explained that was NOT what the previous screens had given as a rate. Chuck then went on with an explanation of "That lower price is an AVERAGE of the total stay". He went on with "If you stayed for 7 days, then the AVERAGE rate is calculated from all 7 days..." ZERO sense AND is NOT what the website states. Chuck then said, "Where can you get a room on the beach for $102.00?" I replied, supposedly the Treasure Bay website.

I told Chuck that I have booked MANY other hotels' rooms online. I have NEVER had prices change like this. The prices listed are the prices I've paid.

Chuck's stance on this 'averaging out' and the increasing prices never budged. Chuck mentioned that he had gotten similar phone calls from other potential guests.

After my call with Treasure Bay, I ran a test. I asked 2 of my friends to go to the Treasure Bay website, do a booking online for the BOGO offer. I DID NOT prompt them! I just said it looked like a tremendous offer and I knew they'd enjoy taking their spouses.

Both friends reported back to me that there was something wrong with the prices as they tried to 'book' their rooms. They confirmed that the prices increased for them, too. They both felt as though it...

UNPROFESSIONAL - SAVE YOUR $ AND GO SOMEWHERE ELSE!

In a nutshell - This hotel is rundown and far from a "resort" (which I could even tolerate - 3-star I get); but its clearly been neglected. Also, while the location is good and the service used to be courteous, friendly, and professional, it is now unprofessional, rude, negligent with valuables, and rooms are bug-infested.

First, on the morning after our first night, we specifically requested housekeeping services due to overflowing trash and a lack of clean towels. Despite the front desk staff's assurances, we returned twice that day to find our room door wide open, unattended, and nothing cleaned. This happened once while my friend found the housekeeper far from our room, and later when I discovered the door fully open with no staff nearby, or even on the entire floor. This gross negligence could have led to theft of our valuables and, understandably, left us feeling deeply unsafe. Furthermore, when we returned that night, the room was still not cleaned. The staff blamed others that worked before them and advise that housekeeping was now closed so there was nothing they could do. Upon following up directly with the night manager, Amanda (see also below), she dismissively suggested we ourselves had forgotten to lock our own door – twice.

In addition to the room not being cleaned, we returned to the room and were horrified to discover what look to be termites infesting the curtains, bed, and all over the pillows. My friend found them in her son's pillowcase, where he had slept the previous night. I also discovered termite wings in my bed and on the pillows. This situation was especially traumatic for our 10-year-old children, who were understandably terrified at the sight of insects all over their sleeping area. The Night manager, Amanda (she would not provide her last name) initial response was to dismiss the termites as "no-see-ums," and said it was “Florida” thing. First, please note that my friend and I have both lived in Florida for over 20 years and have never encountered such an infestation in any home or establishment. The fact that she attempted to downplay the issue as a common Florida occurrence demonstrates a disturbing lack of awareness and concern for guest safety and comfort. Secondly, to say it was no-see-ums is even more concerning as they bite human beings much in the line of bed bugs, which could have result in major negligence matter to the hotel. Most troubling was the attitude and behavior of your staff during our complaint. She quickly quipped back that we had only three options: to move to a lower-tier room with no view of discounted rate, accept a parking fee credit, or pack up and leave. Her tone and behavior was dismissive and insulting. The suggestion that we could ultimately pack up our stuff and leave if we didn’t feel comfortable was especially unacceptable and unprofessional. Such a response is a clear indication of poor customer service and a lack of basic hospitality standards. Both my friend and I have personally worked in the hotel industry for years. We were trained to put guest service first and understand the importance of guest relations to a hotel’s success. Your staff’s response fell far below any reasonable standard. If either of us had spoken so condescendingly to a guess as she had, particularly in management position, we would have been immediately terminated.

Over, we paid $300 a night (nearly double the hotel’s normal going rate) which came to over $1,000 during our stay, expecting quality service. Our decision to book directly with your hotel was to support it fully as we had had a great experience here before, thus making the poor treatment we received recently even more...