Complaints

This profile includes complaints for St. Hazards-Village on the Beach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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St. Hazards-Village on the Beach has 2 locations, listed below.

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  St. Hazards-Village on the Beach

  1223 Fox Road Middle Bass, OH 43446

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  St. Hazards-Village on the Beach

  6133 Rockside #102 Brecksville, OH 44141

The 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 BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This campground is anything but a resort. The website and employees falsely advertised everything about this place. We were quoted our total over the phone wrong, a long with the idea that our chalet would have all we needed. We were wrong. First off the whole campground is falling apart. There are so many safety Hazards, you would think that's where you got the name from. Our chalet was busted up from the stairs going inside, to the screen door, front porch, the drawers inside, stairs going to the loft (which almost broke completely with our friends coming down from their beds). There was one tiny pot to cook with (and we were told it was "fully stocked, but if there was something we needed, we could go ask them and they would get one from the kitchen). Well we just asked for one frying pan and they gave us a busted up, small one from a shed somewhere. No one was working when we came to check in, couldnt get our key for the chalet. Then we hunted someone down about the pan. The hot tub was COLD Tuesday night, and Wednesday mornings. We were finally able to use it on Thursday, only because the concert was cancelled. There was no microwave plate in the micro wave, and the shower curtain was very moldy. We had a very bad experience and NEVER will we again stay at this campground. We tried to tell the woman working that we were quoted a different amount of money and we wanted a refund for part of our stay because the false advertisement and horrible conditions the campground is in! Literally EVERYTHING is falling apart and dangerous to even be inhabited. I will be reporting your business to the BBB, leaving a bad Google review and I should sue you!!! I want part of our money back and you to make the repairs around that place before someone kills themselves, then you'll have an even bigger lawsuit on your hands!! The pictures I have are only 2 areas of the campground that are in bad shape, this is Chalet #* that we were assigned, before and upon entering. Also, the TV didn't work, there was NO SMOKE DETECTOR (although there was a spot for it) there were holes in the wall and doors, and the AC unit had painters tape holding it up.

  Business Response

  Date: 09/15/2023

  This guest stayed with us for the Bash at the bay concert. They did, in fact, stay in chalet *. Unfortunately, we experienced a historical storm during this guest stay. We experienced 8-10 inches of rain along with crippling winds. The storm caused heavy damage to both Middle Bass Island and St. Hazards.. We were made aware of the damage to the wood of the screen door after this guest's departure. We will remedy the broken piece and fix the screening. This is the first complaint of the damage to the drawer for the built-in dresser. The enclosed screenshot (******************************) is not a picture of Hazards. It is a picture of a privately owned villa that is rented on websites. It is not on any of our platforms. Our records show that when this guest checked out that they did, in fact, make a complaint about the steps going into the unit, and the cleanliness of the unit. After looking at our records, I do show that we overcharged them in the amount of $8.86, which I am going to refund back to them.

  They designed the ladder leading to the loft with two catches at the top, one on each side. This is to allow it to be moved into the loft, if the guest doesn't need it, or for it to be fully erected. With being almost in the middle of Lake Erie, our signals for television are lacking so to fix this, I have removed all the televisions from every unit.  This guest stayed later in our season, so we don't keep the hot tub heated during the week, when no one will be here to use it. We did turn on the heater on Thursday because the concert was cancelled, and the water taxi cancelled their service for the day as well.  

  I had to look into the guest as the person making the complaint and the person who made the reservation and paid have two different names.  I am sorry that this guest had the time that they did, and I wish that the weather cooperated.  I will be happy to refund the guest a total of $75.  

  **** *******

  General Manager

  St. Hazards

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The storm didn't happen until Wednesday night, and we checked in Tuesday night. The establishment knew everyone was coming in for that festival, which was during the week. We would expect the hot tub to be working any day that you have guests checked in. The damage to the property was NOT a result of the storms, it was damaged when we checked in. The website boasts about their "resort" when none of the pictures and descriptions are remotely close to what the property actually looks like. My friend ****** **** is the one who paid for it, so it's under her name, but I was the one coordinating with emails and phone calls. We are NOT satisfied until we get at LEAST half of our money back. They are lying and it's not right.
  
  Sincerely,
  
  ******* ******