BookIt.com
Reviews and Complaints

I prepaid for Excursions through bookit.com, there is no refund if we miss times, but our consultant Roberto Torres is now 30 mins late. So we have missed it. We call him and he says he will b another 30 mins. What kind of dog and pony show is this. I've paid really good monies for these events. I want my monies refunded. My name is Tina [protected]. Very dissatisfied on my first trip to dominican republic.

I booked my trip in September - Breathless, only to get a call from bookit.com Friday 1/20/17, "Breathless delayed opening until March 1". The kicker is, this trip is for my Birthday and I have 14 friends and family that booked with Secrets, cause Breathless was sold out at that time. Now bookit.com wants to move me far away to another hotel which is so far away 30min from my party at Secrets Wild Orchid.

I'm so disappointed with Bookit.com they are just trying to shoe me off and place in a lower class budget hotel Sunscape then what I paid for at Breathless which does not have the same amenities as Breathless and Secrets. Granted the Sunscape isn't and all adult only hotel an doesn't extend the same services as Secrets/Breathless where you are able to go back and forth from those two hotels.

Bookit.com told me that I'm on a cancellation list and placing me in Sunscape until they hear different. Well get this! I called Secrets to see if there was any open rooms, if they couldn't help me. Joe told me that they allotted rooms to accommodate guest like me but I have to go through bookit.com.

Joe from Serects told me that Bookit.com can go on on the back end to get me into Secrets to stay with my family/friends but for some reason they don't want to work hard for their customers.

I am so very disappointed in AM Resorts Breathless/Bookit.com as they both keep giving me the run around. Either company wants to step up to the plate to help me. What customer service! This is my birthday trip and so far its proving to be a nightmare before I even touch on Jamaica soil.

I am shock to even be going through this situation with both companies as they both have proven so far to be very bad at customer service. I still am holding out hope for the outcome. Neither Am Resorts or Bookit.com want to own up and fix this situation.

Is this suppose to be what their customer service is about when traveling? Makes me totally wonder!

To whom it may concern:
Re: booking id [protected]
Reporting: deplorable customer service

Hello,
I want to start by saying this situation is going on right now. I'm not reporting something that happened months, ago, even days ago. This happened yesterday and still the ridiculous incompetence and discrepancies continue.

Yesterday I called into the book it 800 number to make a reservation for a package including airfare round-trip and hotel for three days. I attempted to purchase online myself and got a error message with a phone number to call with an error id. After giving that information to the representative she pulled up that booking error and said the flight had been booked but not the hotel. She didn't know why they booked that way but she needed to cancel that flight and process the booking together again. At this point I think I should state the reps name laura ext. 559 at the corporate center [protected]. I said that wasn't a problem and gave her a different credit card number to ensure the booking did not have an issue.
Little did I know the never ending problems I would have from there.
First after she had all the information she needed from me to confirm :
Frontier airlines
February 15-february 18th - chi-mia & mia-chi
Depart: 7am arrive 11:15 &
Depart: 12:25-2:50
Hotel: deluxe by design suites miami
Room: superior studio suite, 2-queen beds, beach view
In amount of: $1, 153.28

I confirmed that is what I wanted and she said to hold just a couple min to process. 15 minutes later she came back and said the amounts processes but there was some issue with amount for hotel and said the amount went down. The new total is $1, 108.35, and said to hold for just a few minutes to process. I said great, thank you. 15 min later she says she's sorry the system had an issue and processed just the airfare again. There was nothing wrong with my credit card or information. So I ask her how she's going to fix it I am purchasing the package for a business trip and need conformation for the owner of my company today. She said she would look at what she needed to do and talk to her manager kristen ext: 5043, 30 minutes later... No exaggeration. I was on my office phone and had a timer on it. She had me on hold for 30 straight minutes without coming back at all.

That is when kristen got on the phone, I was furious after being on the phone for the last hour I was left on hold for that long without letting me know what was going on. I told her exactly that and she apologized repeatedly for the terrible customer service I had encountered but her and laura were trying to fix their mistake. She said she was calling the hotel bc she couldn't fix the booking to make it a package deal again. So she would process that through them and the charge will stay the same. After another hour and half she said there was nothing she could do the hotel refused to honor the amount on the website and they had to cancel the order and "possibly give us a $50 credit for next time"... Wow... Is all I could think. So after arguing with them for a bit about how the same price I paid was still listed on site how could they not honor it? (Which is still same price on bookit right now) they said the price changed bc they processed the booking incorrectly and I could pay the difference and pay separately if I wanted. Wtf. I told them not to cancel the order and I would be calling the hotel myself they told me they had the right to cancel it without my permission and they would be doing so there was nothing more they can do for me.

In spite of them canceling my order I called the hotel myself and the manager sebastian that book it manager claimed his hotel refused to honor the price listed. His phone number is [protected].
He said that he would absolutely honor any price listed on the website and had me take down his name and number to conference call him with bookit to confirm the discrepancies and derogatory information bookit was giving to their customers.

After speaking to multiple other managers who am I did not catch their name and was going through my issues like a broken record to every person I was transferred to a representative samantha got on the phone at 4pm. She had an accent when I asked for her extension she avoided my question. She informed me that a higher up manager had become aware of my issues and incredible frustration and promised that these flights and exact hotel that I booked would be done and he confirmed that I allowed them to charge the credit card on friday, january 13th for the hotel and they would be processing flights now. After asking her multiple times and her confirming multiple times if I was getting the exact same flight and the exact same hotel for the exact same price I finally felt comfortable enough to wait for a manager to call me back the next day to confirm that all of this has been done and apologize for the incredible inconvenience I had just been put through.

Believing that was the end of that when I received a call from tania ext. 5604 I did not expect her to tell me that I needed to call the hotel myself and make the reservations separate from the airlines because the issues that the representatives made while processing my booking. I was completely flabbergasted. I told her the representative samantha assured me multiple times the night before that my ball game would be completely taken care of and I had nothing to worry about the manager was calling to confirm and give me my booking id. She quickly backpedaled on her ridiculous option for me and said she would be calling back after she confirmed that that was what samantha had promised me. About an hour later tonya called me back and said she confirmed that that was what the manager had promised and would be processing my flights and hotel room immediately. I can send the credit card number again because it was no longer in the system and she said the exact room that I ordered an exact flights or process and I would be receiving a confirmation shortly. She sent the confirmation and I informed her that the confirmation does not have the flight itinerary on it she never called me back and looking at the confirmation more closely it was not the same room and did not state two beds which I need considering it's a business trip with a coworker.

I have emailed and called multiple times and no response. I am a palled and disgusted that this is the way you treat your customers when your company makes mistakes this needs to be corrected immediately and at the very least a sincere apology for my hours of frustration, time and energy.

I can be reached at: [protected]
Or [protected]@gmail.com or [protected]@greenlightconstructiongroup.com

Sincerely,
Sabrina maher

My wife booked a round trip tickets for us from Mobile to NYC, only to find out we had to fly out of Newark, NJ on our retuning trip home costing me $120.00. The last email we received shows in red we were to fly out of Laguardia. You suck. Will never use it again. Would love to show you the itinerary so I could shove it up someone's ###.

Our room has mold! Room 9108. In the closet, coming out of the vent that was pushing air for us to breathe, on the bathroom ceiling, on the ceiling over the bathtub in the room. I have pictures! They even sent someone here to paint over it. He painted over the mold with a rag to make it look it was being wiped off. I went to his cart and took pics of the open paint can then told him to leave our room. Customer relations came to our room after I called four times. She took pictures of everything then took pictures of MY pictures on my phone off the bathroom ceiling because the maintenance worker painted over it. She also took pics of MY of him doing it. We seriously couldn't figure out why we coughed so much in the room. What adds icing to this molded cake is the fact that myself and my children have allergies which have now flared up due to inhaling mold.
I told them to move us because they acted as if they weren't even considering it. They agreed. We packed up and went to breakfast because we had a tour in the morning. As my kids ate breakfast I went to the concierge and asked about our accommodations in this expensive resort. I was walked over to another desk. They told me they found a room for us but they needed until noon to clean it. I asked them if they needed until noon for the paint to dry.
We came back from our tour at 4pm. The room is not ready! I can't believe this! I am truly disgusted and this has completely ruined our Christmas vacation!

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # [protected].
Correspondence regarding this complaint will be emailed to : [protected]@msn.com
Please print a copy of this for your records.

Filed on : December 12 2016

Filed by :
Shelby Purcell
39644 Salinas Drive
Murrieta CA 92563

Filed against :
Bookit.com, Inc.
14251 Panama City Beach Pkwy
Panama City FL [protected]

Complaint Description:
vacation reservation that was essentially held hostage and we were threatened to lose $2000 if we didn't agree to pay an extra $400 First reservation: [protected] paid over $2000 and the final payment was due 1/2/17, but we decided to pay it off early - the computer misidentified our credit card number and payment was declined. Within hours of this we called to pay balance online and they threatened to have us forfeit our previous $2000 unless we agreed to pay an additional $450 and we were made to create a new reservation: [protected]. The first person we spoke to said the card was declined because of the code on back was type incorrectly, yet the other representative stated that the address was input incorrectly. We feel this a scam that has been happening in order to get extra money from clients.

Your Desired Resolution:
We want the $450.00 returned immediately since that was above and beyond the original agreed upon price and feel this is a scam to get more money out of customers.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

What would you like to do next?
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Hotel not as described, restaurants not available, construction, over taken by children even in bar area. In need of renovation in rooms . Room right on there sevice entrance. Employees peeing on hotel outside wall. Expected so much more from bookit traveled several times very disappointed with this hotel your rating was way off. Only good thing was location

I placed a prepaid reservation for a hotel in dominican republic and as yet there has been no confirmation from hotel. The phone number to the hotel on my confirmation e-mail from bookit.com is no good. I am travelling internationally one day prior to my reservation which is now only 24 hours away. I am worried that the hotel will not have my reservation when I arrive, etc. Other hotels in area are sold out due to holiday there. Called customer support at Bookit.com and receive the standard answers. Apparently I made a huge mistake using them. I have used several other agencies and never had this problem.

We used Bookit.com on August 25th, 2016 to book a hotel at Edgewater Beach Resort in Panama City Beach, Florida for the dates Friday, September 2nd thru Monday, September 5th.
Now there is a tropical storm/hurricane and storm surge arriving there on Friday, September 2nd according to the Weather Channel.
We called Bookit.com today, August 30th, 2016 to cancel due to the storm coming.
Carlos, Bookit's supervisor in Central America, refused to give us our money back. Our cost was $658.66 He blamed Edgewater Beach Resort and said there was no refund of any kind available. After much back and forth conversation, he hung up on me.
How in the world is their zero flexibility for something as massive as a hurricane. This was not a last minute cancellation and was not due to any change of plans or negligence on our part...it is just due to a hurricane and storm surge supposedly hitting northwestern Florida this friday.
Am I supposed to just eat $658.66? What are my options? I initiated a chargeback case with American Express after contacting supervisors at Bookit.com and also a manager with Edgewater Beach Resort. I have zero faith that a chargeback will work, and if it doesn't, it will probably be past the date of dates I booked. I fear then I will have no recourse. Any advice or help would be appreciated, as there is still time to work this out. Using common sense, there should be some flexibility due to a tropical storm/hurricane and storm surge. Edgewater's phone is: [protected]

I have booked a vacation twice through BookIt.com, first time I got stranded without transportation. Second time I booked a BUNDLE package deal, turns out they only booked my flight but not my hotel or my transportation, then when I called to resolve the issue they were only offering me to spend $200 more than the original to get a hotel plus the transportation. Then when I asked to cancel my package, the representative decided to tell me a certain code was wrong and that he can place me in a different downgrading hotel. The code was wrong for hotel booking but not for flight? B.S. its a BUNDLE DEAL! The representative was not willing to help, he wanted to get off the phone. NEVER AGAIN! I spent my whole day trying to resolve the issue.

They have done a similar thing to us, but we have not taken off yet.

After looking for several days on bookit.com we came across a price that was unreal! So we kept checking it for two days, and it still was up for 477 per person for 5 nights all inclusive at Azul Fives by Karisma. So we called and spoke to a sales representative, whom we asked numerous times if the price included flight and stay, and she replied that it did. So we booked it and we were really excited about this. The next day my wife recieved an email, stating that she needed to get into contact with bookit right away to cancel. After recieving confirmed email for both, the flight and all inclusive stay at the resort. we were told that it was a mistake by the their websites and that was ment to be only for the flight. So we kept going back and forth with her, explaining that we have screen shots of it saying "all inlsive with flight and stay" comfirmed numbers for the whole package. But she still insisted that it was only for the flight.

They made a mistake and didnt want to pay for it.
Sorry about your vacation.
all the best.

If there is negative stars option I will totally use that. This is my first time writing review for anything, I feel like I need to let everyone know what a scam this website is!
It is not my first time booking hotel on bookit.com
the previous experiences are normal, nothing out of the ordinary, but THIS TIME made me realized what a scam this website it!
Here the deal, I was going to Vegas with friends, long story short, they charged me almost $200 more than what the hotel charge is!
When I checked out the hotel, they gave me the statement, and it was almost $200 cheaper than what the website charged me!
when I called and asked. the representative told me it's normal that their price are different than the hotel price (of course, that's why people went on your website instead of the hotel website ), but by different price, you guys charged me almost $200 more than what the hotel's actual room fee! How is any of this sound right?
Knowing this could happened with their website, I will never use it again and tell everyone around me not to use their website! it's a total scam!

Hello, I have rented a car online from bookit.com . When I arrived to malaga train station yesterday at 5:20 pm to pick up my car with my wife and kids, The employee at the desk seemed confused then he said that they gave our car by mistake to another person 5 minutes ago. That was because he had a similar surname! They did not check the confirmation number nor the first name. Also he was supposed to pickup his car from the airport. Because of that we had to wait more than one hour to find another automatic car . We asked thm to bring the other person's car from the airport they said it was not available! This did not make sense! At the end they found another car opel but it did not have similar options as the one we requested vw golf. E.g. No sensor no bluetooth.
Time and nerves were wasted after a long trip. We did nit get the expected service for someone who pre booked along time before the trip.
Booking id es617044770
Ahmed alsalem

Let me start out by saying, initially, I was very excited about using BookIT.com for my travel needs. One of the most appealing features to me was the pay delay option. I am use to booking my hotel and airline flights separately and this was my first time utilizing a travel agency.I wanted to plan a family vacation and did not have the upfront cost to do so.
On June 8th, after researching the hotel I wanted to stay at for my family vacation, I called in to inquiry about a Cancun package. I asked the representative to explain the differences between utilizing BookIT. com as a service provider vs going online to the airline page and hotel(as I have often done in the past). The representative explain that there were no difference in the experience besides the fact that it is often cheaper to combine the hotel and airplane tickets. Another question I asked was if I would able to split payments on my credit car and after being told "yes", I was more than happy to leave a deposit of $1362.92. I felt confident in my choice and raved about BookIt.com, until, June 13th.
On June 13th I decided to make my payment earlier than the due date. As I was ready to split my payment on two cards the representative at this time informed me that an additional $25.00 fee would be applied. I immediately explained to her that the previous rep never divulged this information and I was shocked because I had asked if I could split payments and his only answer was "yes". She insisted that the fee needed to be paid and I requested to speak to a manager. After a brief hold she waved the $25.00 and manually took the payment.
On June 22nd I decided to payoff the entire account because I didn't want the hassle of additional fees. I asked the representative if I could split the cost on three cards. She told me that the system would not allow her to manually take three cards. I asked to speak with a manager to further trouble shoot if I could pay the majority on two cards and have the remaining balance come of the next day on an additional card. After a long hold, without letting me know I was being redirected to a mailbox, a voicemail came on and I assumed that I was leaving a message for a manager. I wasn't sure so a few minutes later I called back to speak to another representative who reassured me that taking the 3 payments would not be a problem. At this point I am questioning the training and credibility of your customer service team.
This experience led me to distrust your service so I called the airlines to confirm that my family had airplane reservations only to find out that we would not be sitting together! I became livid. I called BookIT.com earlier today to speak to a manager and after an extensive hold I was told that a manager was not available(why aren't there ever managers available?), I was asked if I would like to leave a voicemail. I declined after realizing that the initial voicemail that I left with a manager the day before had failed to be returned. The representative promised that I would be called back the same day and I reluctantly left a voicemail. Well of course NO ONE KEEPS THERE word at BookIT.Com, so I winded up calling back myself at 10pm and spoke to Rosanne(one of the team leaders). After, reviewing with her my unpleasant experience with trying to pay for my vacation, not being able to reach a manager and not being told pertinent information such as my 15 year old daughter who has never flown before will not be guaranteed a sit next to me she offered me a $100.00 credit on a future booking? I explained to her that I have not intention of ever booking with BookIT.com so that will not rectify being lied to and misinformed. After paying $3200 for a vacation at very least I should feel confident in the services.

I called BookIt to make a reservation and spoke with the most terrible and rude person ever!
When I called some lady picked up the phone and asked what did I want. I told her that I wanted to make a reservation but I also had several questions. Not only she did not answer my questions but she also interrupted me and said that she was too busy.
Then when I asked for a manager she just hang up on me! And when I tried to call again she did exactly the same thing! I don't know what was wrong with her, but having an employees like that one, BookIt will definitely lose all their clients. Terrible!

Booked a family vacation for 8 to the Breezes resort in Nassau Bahama's. What Bookit.com failed to mention is that there would be 500 high school students who just graduated that would be acting like fools and drinking all day, throwing up at night and show no respect for others trying to relax. It is sad that everyone took 1 week of vacation for a get together and encountered this. The hotel was willing to refund our unused nights but we could not get a hotel with 4 rooms on Paradise Island on during our stay. The Breezes resort Manager explained that Bookit knows fully well that this is the time period when 18 year olds take over the facility. The staff was incredible at the resort trying to make things right. Had Bookit.com just explained these facts we could have found a different resort to stay in. I will never use Bookit.com again and encourage others to boycott a company that misleads others.

I am extremely disappointed in my experience with BookIt.com! I booked a trip (flight and all-inclusive hotel) 9 1/2 months in advance; only to have BookIt.com change the resort and DOWNGRADE our room one week prior to travel!
We had booked a suite and were downgraded to a studio room at an entirely different resort than originally booked. To highlight just a few of the things in the room we had originally booked, but were not in the room BookIt.com moved us: Balcony or terrace, Integrated lounge area with 2 steps between levels, with sofa or sofa bed; unobstructed ocean view - there was a tree right outside the window; More spacious room; Bathroom with hydromassage bathtub; Ceiling fan; Minibar; Liquor dispenser.
BookIt.com argued with me, repeatedly stating the rooms were comparable. I have never heard of a company downgrading a customer’s original reservation, especially when the reason for the last-minute switch is due to that company’s “internal issues” - this is the reason BookIt.com provided for the switch.
I spoke with an Operation Support Analyst about our room swap and am highly dissatisfied with the response I received. At first, I was told BookIt.com would not be offering a refund or a credit. I asked for management contact. After being put on hold for 10-15 minutes, the same gal came back on the line to tell me her manager was on a call with another customer, but said BookIt.com was prepared to offer: $50 towards one future BookIt.com travel, to be used within one calendar year of the date of issuance. Upon declining this offer, she said the manager would not be able to speak with me that same day, but assured me the manager would most definitely call tomorrow. It has been more than 24 hours and I have not heard from a manager at BookIt.com.

Booked a vacation and a flight ticket via BookIt website and the date was incorrect and it was not my mistake. Contacted the company and asked them to change dates but they refused. They said that no changes can be made and that was their final decision. Then I asked them to cancel everything and asked for a refund. They said no again. I told them that it was their mistake and they responsibility and they said that they did not care and that was only my problem. Not only these guys ruined my entire vacation but they also stole my money! Think twice and do not deal with these scam artists!

Be careful! When I started my booking online I entered that day's date (3/23/16) as my check-in date, for a 1 night stay. Check out 3/24/16 to book Paris hotel in Las Vegas... Their system changed dates on me. So i immediately contacted them (a huge task) and I asked for them to please waive any fees due to their switching of my original dates I wanted and entered. Tricky how their cancellation reasons do not include error on their part, all choices were guest error, etc. I'm considering contacting PayPal for assistance. Beware!

Room 124 Ocean Sands Beach Club Overpriced 1980's Room with a View
We stayed at Sands Beach Club for 1 week during 2016 March Spring break (25th to 31st) 6 nights, 7 days. First off the photos are misleading. The building photo must have been taken decades ago or photo shopped. There are indeed numerous other buildings, on each side and this is NOT secluded as the photo appears. To be real, it is as populated as every other high rise hotel on the strip with wall to wall buildings. If you think this is a stand alone hotel with it's own private beach area off the beaten path, you will be disappointed. We arrived good Friday at the address location printed on the bookit.com voucher 9400 Shore Dr. to barely catch the 'Condo Office' just before they left for the Easter weekend to get our keys. They had no record of our reservation and called the sister property (located by Ocean Annies) where our information and reservation and billing was based out of - requiring that we go to THAT location (just up the street) and check in. After a long wait I was nervous as multiple other clients were having issues with missing reservations, lack of awareness they needed to report to separate location to get keys etc., I was wondering why the Ocean Sands club or Bookit.com didn't simply INCLUDE these details with the trip information or even simply POST SIGNS in the lobby of Ocean Club Tower buildings and Condo Rental Office to check in via Ocean Annies building. We were not alone in this snafoo and I felt sorry for the people who would be arriving Saturday, Sunday, or even after hours Friday when the Condo office was CLOSED wondering how to get into their building/room. I met one such family the next evening wondering about the lobby asking where the check-in desk was...as they had been to the Condo Office which was clearly closed for the weekend and were in a panic. I advised them where to go to check in. This is a prevalent issue, widespread, repeatedly mentioned online and occurring daily. At east 1/2 the people in the Annies lobby (full) experienced this. A clerk checked us in - however it did take her a moment to locate our reservation since it was from the other office. This organization needs to invest in some SIGNAGE to direct people how/where to check in. Check in time is after 4pm. Condo office closes at 5, clearly an issue. Post paper signs on the Condo office, in the tower lobby's etc., if I had a printer and computer I would have posted one myself for the poor folks arriving Easter weekend to a vacant Condo office, with no idea, instructions or signage on how to proceed. Keys in hand we located our room which was (at booking) advertised as being on the 7th to 15th floor. I was indeed surprised to be on 1st floor. I did not dare complain after what I saw in the lobby with people's mixed up/missing reservations - as I did not want to be room-less. Despite the claims in advertisements that this was a renovated hotel, this is NOT THE CASE and only RANDOM rooms which are renovated BY THE INDIVIDUAL CONDO OWNERS are actually updated. You can literally stand on the beach and look up into the rooms at night and SEE THIS. Clearly there is no uniformity, standard, or common upgrade requirement. Some rooms have granite, ceiling fans and amenities you would expect for the price, while others sit with late 1980's, early 1990's furniture and wallpaper. This was my husbands first time to the coast and Ocean and it was important for us to have an Oceanfront view. That was granted as promised. The view was indeed breathtaking; however you did have to stomach (in our case room 124 - North Tower) the 1980's decor. The wallpaper was peeling off in many places and while overall it was 'clean' it was certainly NOT updated. For us the room was a severe DOWNGRADE to what we are used to at home. The carpet was old and dark blue and in need of replacement. The tiling in the bathroom was a hack job and my husband had to unclog the non Master bath drain on the first night. The kitchen was cheap with a layout where the fridge door blocked the pull out drawers. You had to lean into the refrigerator to move it out of the way to access the drawers. The stove was within the last 5 yrs, coiled burners, and the 2 flat screen TV's were 30 something inches. The light (2 lamps) in the 2nd BR was inadequate and the room quite dim. The furniture was the style of a late 1980's, early 1990's best western style. It isthe kind of furniture you would expect from a Motel 6, pr Super 8 economy level hotel, for a resort it was quite disappointing. The master bed was comfortable - and the dining chairs, however the pull out couch and single sitting chair in the living area were very uncomfortable. Outside 'furniture'consisted of 2 plastic chairs and a plastic table. The walls were textured plaster and 20 yr old wallpaper that was peeling. There were water stains in a few spots where ceiling meets the walls, and the sliding balcony doors were quite beaten and dented. Still functional however I would say a few good slams and they will need replaced. The curtains all around were appropriately heavy (darkening) but very ugly and again appeared to be 20+ yrs old. We posted pics of the view and beach on social media, but were too embarrassed to post pictured of the room. The average we paid for the room per night was $189 which for that we could have stayed in a NEW RESORT (with the same oceanfront view) for the same price. The parking was acceptable but inconvenient as half the garage was sealed off for renovation. The pool and hot tub area (remodeled in the last year - asnoted by some friends we met who go there yearly) were nice - but there was very dark black mold growing in the hot tub next to the entrance stairs. Since it was above the water line we used the hot tub - however given the state of the mold, were concerned it could be stachybotrys. Due to renovations we had to walk through construction hallways with drop cloth plastic tarps serving as walls as the actual walls werebeing redone. The wallpaper scraped off and bare sheetrock exposed. Tacky doesn't describe it well enough. Pool hours were till 11pm and we had better luck with both hot tub and pool usage from 9PM onward when all the screaming kids were gone off to bed. Although we don't partake, it was allowed for people to bring their own coolers, 12 packs, booze into the pool despite there was an onsite bar. We did observe some rowdiness by drinkers, but this is expected on vacation and nothing to complain about. Although signs were posted kids needed an adult companion to supervise - we observed this rule was not followed and there were times kids in the 8-11 age range were left unattended in the pool...the pool was indoor outdoow with the indoor side and hot tub both covered which was nice. It made for great time even when there was rain and overcast weather. We checked out the pool at Ocean Annies which was larger and square with neat strobe and disco style lighting, black ceiling and very much 'party' atmosphere but was well over run with kids and noticeably the cleintele there was predominantly black and mexican and we didn't feel 'welcome'' in that 'section' of the resort. The North tower pool and clientele was predominantly white (Oceanfront condos). I mention this because there seemed to be a night and day difference between the atmospheres of this singularly owned set of properties. Beach access was easy and the elevators were fast compared to similar resorts. Our booking promised a stacking washer and dryer., which our room DID NOT HAVE. We learned from other guests the whereabouts of laundry - each floor having a single washer dryer (pay with quarters) laundramat style. So if you wanted to do laundry you had to wait for an opening and then time it so your items weren't stolen... we packed light since we booked an in-room washer /dryer. I blame this on bookit vs the resort however. The place was clean, but only surface clean. If you lay daown in the bath tub you could see in the master bath where filth line of crud had accumulated on the crevice crack all around the tub on the platic wall insert. The main bathroom did not have this issue. The kitchen was clean but there was cooking splatter on the cabinets and randomly throught the kitchen. Clearly no professional cleaning staff had thoroughly cleaned the kitchen in a while properly. The dishes were 10% dirty. For every 10th dish you pulled out (included silver and glassware) it was evidently dirty with encrusted food and wine...the amount and variety of kitchen amenity was impressive. I expected service for 4 but found a nice collection //stack of plates bowls and excellent array of bakeware, cookware and pans. Besides missing a spatula the kitchen was pretty equipped for cooking. I had no problems preparing fresh local market fish, crab legs, corn on the cob all together using the collection of cookware on hand. There was even a large serving dish. The coffeepot was stadard and functional as was the microwave. The refrigerator included an ice maker but the container was far too small so we added a bowl to collect the ice. We were thrilled with the view - but after walking the strip in person and comparing room rates to much newer (actually modernized resorts) did not feel this was up to the value as advertised. The stay was still a nice experience, but the room was simply not to expectation concerning the price/promised amenity in the advertising versus what you 'get'. It is /can be still a great play to stay if you adjust your expectations and place the value in more space (2BR 2 BA condo + efficiency kitchen) and ocean view vs. modern//comfort. If you are used t modern comfort (at home) this will feel like a living 'downgrade'. The TV's worked but the bedroom remote was missing and it was only able to show one channel. We later found the remote buried inside the pull out couch, then my husband programmed it properly and we were able to use the bedroom TV right. The cleaning service stated garbage and towel changes would occur daily with a full room cleaning / bathrooms / sweeping to occur on 4th night of the stay. We observed 3 African American maids exiting our room on night 4 and expected it to have been cleaned/swept but only the towels and garbage had been taken. Sand was on the floor all week and had accumulated somewhat by the end of our stay. White sand...dark blue carpet...you get the idea. The towels were refreshed about every other day only, as well as the garbage and the full cleaning, simply never happened. We cleaned up after ourselves. We tested the room safe and it worked and then didn't so we opted not to use it for fear it was not properly working 100% and instead stored valuables in our car when away from the room. The ad also mentioned free local calls and telephone - however there was no phone in the room. At one point I returned from a walk on the beach while my husband was sleeping only to find my key did not work...it gave red and yellow lights vs green light and I ended up being stranded with no phone. Eventually I beat/kicked the door loud enough to awaken him. We noticed the key processor in the door was generally finicky (plastic credit card like keycard access only ) and we had key card entry issues a few more times - managing to get back in the room after several swipes/retries across the 2 cards. The magnetic reader appears to be on its last leg. We had a great time because we are the kind of people who turn things sunny side up and the weather and view and ocean waves make relaxation easy...but I was personally embarrassed to have booked this room for my husbands big Ocean adventure. Our thoughts about this were 'what a shame' what a magnificent view and space with so much potential to be a fabulous was outdated and falling apart. There was a giant chunk of plaster that had fallen from the balcony leaving a sort of 'hole' as well. With some new floors, counters, walls, tile and furniture and balcony door replacement/ refresh this place could be a' really nice resort'. Instead it's just an economy resort with a view - if you don't expect the rooms to be updated/very nice, cleaned on schedule, and to have all the amenity you asked for (missing laundry) and working keys then you won't be disappointed. If you are used to nice/modern amenity at home (or when vacationing) you will certainly experience a 'downgrade' in lifestyle for your stay. Based on the mixed reviews we justified taking a chance on this due to the advertised seclusion aspect - which also was not the case - it is as busy, noisy and on the beaten path as anything else on the North strip...the staff is average. Nothing to complain about but certainly not the friendly extra you expect for the price. The condo office staff on the other hand was extremely helpful and up to par for the value. All in all I would not stay in this resort again under a bookit.com listing. I would instead seek to go through a private owner suite and verify with photos that I was getting a modern room with the amenity I paid for. I find it unfair the modern rooms vs the old rooms list for the same price. I donot believe any person owns this condo as they would take much more pride in it and consider it an outdated 2BR 2BA hotel room with a kitchen. As someone who almost exclusively rents from direct condo owners (real condos) it is very evident this is just a big hotel chain - with many rooms it owns and you can not be certain you are getting a modernized 'individual condo owner' type suite with that homey feel where pride is taken in the room and furniture and amenity because the owners actually stay there from time to time. Another chain hotel property company mis-advertising it's BEST suites and then handing you it's commercial old suites. I took a lot of photos and will be posting them on other review sites on the internet under the same title as possible to help you find them. We plan to return in the future but I will seek out and book through the CONDO OFFICE with individual owners, vs through the 'chain' and risk getting another one of their older, falling apart rooms. As for bookit.com we also purchased flights through them from American Airlines which both had delay issues, hidden extra fees just to SIT TOGETHER (cost an additional 100$ just for us to sit together) and they allowed us to book a Carolina Opry show ON EASTER SUNDAY which clearly the venue is not only closed for that Holiday but EVERY SUNDAY - fortunately the folks at the Opry gave us another ticket date but bookit should not have allowed any ticketing for any Sunday or Holiday in the selection and registration process...further the Hard Rock cafe tickets did NOT include priority seating as stated and after waiting 45 mins in the tiny gift shop (because the seating pager only worked in close proximity) we gave up and left and were not even able to use our meal vouchers due to the long lines (on a Wed evening at 7pm). Overall I do not recommend bookit.com and will never use their service again. We had issues with every single service they provided from the room .amenity.check in/misadvertised as updated to the flight (extra cost to sit together), allowance of booking an Opry show on days/times the Opry is actually CLOSED and misrepresentation of priority seating on the meal voucher. Additionally we booked a car through them guaranteed at 15$ rate per day then learned upon renal there are 38% in taxes and fees added. A car rental advertised at around 115$ was indeed 205$ in reality. The tickets for Hard Rock and Opry weren't really discounted either. So all in all the bookit.com claimed to be saving me $600 in it's package for our 2 person 6 night stay including American Airlines flights...but when I add in the the hidden costs from the airline, car rental and taxes and fees, missing amenities and mis-reperesented room level, bookit did not save me any money. It only served as a central point for reservations, and wasn't very good at that. I would not book from them again unless their selection included the actual room number and photos of the specific room and proof of the flight including seats selection being together. Despite giving me a confirmation the rental was booked, when we arrived they had no record but honored the price per day (and then informed of the 38% taxes and fees sur charges and that was WITHOUT extra insurance - it was Alamo). I booked this in the 1st week of March so with 3 weeks notice they provided options - but those options were not at the savings or levels expected. If there were a value grade for using bookit.com service in general (these reviews here are just about the resort on numerical grading scale) I would grade bookit.com a 1 (lowest on the scale). Other guests we talked to had similar experience with bookit and had moved away from their service, but stayed with the resort/location under other services/methods. I also noticed during the shopping process that bookit would change the price on me the longer and more often I shopped (I shopped for 1 week before selecting and looked at resorts in Cancun, HI, FL, and SC) and noticed they were using internt cookies as markers to increase prices on me to fake an 'urgency'. When it was time to actually book (once I knew the resort and room we wanted) I used another computer [fresh with no bookit cookies] entirely and got better rates even though it was a week later in the process. be smart and clar your internet cookies or use a differentfresh computer or mobile to get the best prices...basically the longer you shop the more they increase the price. This is a tactic used also by some other booking agencies but with bookit was so blatantly evident when you bookmark a rate /room and then check it 2 days later and the price increases vs checking the same rate/room on another fresh computer and getting the deepest discount. I literally had multiple computers and devices open to the same package giving me different prices based on my search history. Buyer - browser beware! They are taking advantage of the lay person who does not know better making them feel pressured the package the re-check is increasing in cost with time, when the truth is the FIRST deal with give you is the best. Good luck everyone. I hope this was helpful. This is a 3 star resort with 4 star resort pricing.