Shoals Club — Restaurant in Bald Head Island

We purchased guest passes for our upcoming stay. The trip was canceled due to Tropical Storm Debby. We reached out to the club to ask about a refund and the guest services rep Stephanie Schmidt shared with us in an email response that they only offer refunds if the club closes for any particular reason (see attached photo). We did not hear back after the storm had passed and so I called to reach out. Stephanie shared with me the club closed for 2 days but that they would not be offering refunds. I referenced the email exchange and she continued to cite that the guest pass we purchased covered a 4-7 day range and since they only closed for 2 days, 7 minus 2 is 5, which is still in the guest pass range. This logic makes absolutely no sense. I said we would be happy to receive a 2 day prorated refund on the pass, that this would feel fair, and she told me no. She offered a 25% discount on a future pass (only good for 1 year) and did not honor her commitment in email. Beyond disappointing and just plain bad business, no sympathy whatsoever, no "I'm so sorry, this is just what we decided on," nothing. Very curt, rude and went back on...

I’ve been coming to this club for over 10 years and this season has pushed me to never come back. It’s beyond disappointing. The place is completely overstaffed with kids standing around on their phones, doing nothing, or in the case of the kids cabana some of the staff sit around vaping. Where is the manager?! Last year, the manager, I want to say her name was Alicia, who actually showed up and kept people in check, did a decent job. This year?? I’ve barely seen a manager at all, and it shows. Like, why on earth did they only hire ONE lifeguard?? How on earth is that safe for them or for us at the pool! And don’t even get me started on the women's locker room. Whenever the serving staff are in their it absolutely REEKS of weed. It’s disgusting and completely unprofessional. While I am happy that they have finally redone the pool deck, it doesn’t make up for how downhill this place has...

First of all my family has been coming to this island for more than 20 years, every summer we get passes to both clubs. I took my niece and sister for lunch at the shoals club and they would not let us sit by the pool although there were only 14 people there. Before we order, the waitress marches up to us and demands that we show all three shoals club passes, not to mention my niece is only 9 so that’s confusing? What was the point of showing it at the gate? The general manager, Nicole, was extremely aggressive and disrespectful. I politely asked if she could look up our membership then since she is the only one having a problem, she refused. Just another example of the small man abusing their “power.” jokes on you since we have been tipping generously on top of the already added gratuity. I will not be returning and if you have children I would think twice before coming here,...