Captain's Quarters Resort

BBB personnel,

I'm writing to file a complaint against the Captain's Quarters Resort located at 901 South Ocean Blvd., Myrtle Beach, SC 29577; phone number 843-448-1404. The manager's name that I spoke with is Tim Trzesniewski.

We made reservations on 4/18/07 for the first week of July while speaking to the evening reservations agent. Reservation # 237086. Prior to making the reservation, I asked their cancellation policy he told my wife & I (on speaker phone) that we would lose a full night's deposit if we cancelled the week of the reservation, and then there would be a $20 cancellation fee if we cancelled within 14 days of the reservation. He even said that we could cancel some time in June (don't remember the date), and there would be no cancellation fee.

I called today 4/27/07 to cancel the reservations, and was told there would be a $20 cancellation fee. I explained what I had been told by the reservations agent, and was told by the lady that she doesn't make the rules, just enforces them. I asked to speak with the manager, and when I explained this to him, he maintained their position. He did agree to speak with the reservations agent, but was confident that he did not tell me what my wife & I both heard over our speaker phone.

After a 2nd request, he cancelled the reservation, minus the $20 fee.

Later, as I was looking for supporting documentation, I read on the back of the confirmation letter they sent me that there is a $15 fee for cancellations 7 days prior to the arrival date. This troubled me, as I was charged $20. I called back to speak with Tim, the manager, and asked about the difference. He said that they had changed that from $15 to $20. He did say that if I had gotten an old form, he would refund the additional $5. This action alone demonstrates inconsistency in the messages they give their customers.

I also explained that we have stayed with them several times in the past. He did not seem to care.

Due to having 3 children, elderly parents, and a very elderly grandmother, we NEVER make reservations without verifying the cancellation policy in advance.

We WILL NOT return to the Captain's Quarters, and we will advise other family members & friends who have stayed there with us in the past to beware as well.

I ask that you help me to get the full refund that I was promised. I do regret now that I did not record the conversation, as there is no way to verify what was promised.

Regretfully yours

Rev. Tim Foland

9690 Hosta Lane

Ooltewah, TN 37363

Phone: 423-396-3232