Kill Devil Hills, October 7, 2025
News Summary
A family from Lillington, North Carolina, encountered a major setback when they arrived at their reserved hotel in Kill Devil Hills, only to find it permanently closed. Despite booking through Booking.com for $1,200, they faced confusion and frustration as they attempted to seek assistance but were initially denied a refund. After several attempts to contact the booking platform and involving their credit card company, they successfully obtained a full refund. This incident highlights the challenges of online hotel reservations and the need for timely notifications from businesses.
KILL DEVIL HILLS, N.C. – A family from Lillington, North Carolina, faced an unexpected dilemma while attempting to enjoy a planned vacation in the Outer Banks. Upon arrival at their reserved hotel in Kill Devil Hills, they found the property permanently closed, with garbage trucks in the parking lot, a locked gate, and a “No Trespassing” sign visible.
Brian Sexton, who booked the hotel through Booking.com, expressed feelings of confusion, anger, and upset at the situation. A quick Google search confirmed the hotel’s closure, further compounding their frustration. After discovering the hotel’s condition, Sexton tried unsuccessfully to contact Booking.com at around 8:30 or 9:00 PM for assistance.
Despite the initial setback, the Sexton family was able to find another hotel for the night but faced significant financial stress due to the booking made through the online platform. Sexton had paid $1,200 for the reservation through Booking.com and sought a refund once it became clear they could not check in. However, Booking.com initially stated they could not assist as the family did not officially check in.
Sexton countered that checking in was impossible because of the hotel’s closure. He attempted to communicate with Booking.com multiple times over email but received repetitive responses indicating they were waiting for information from the property regarding the situation.
Following repeated unhelpful responses from Booking.com, Sexton reached out to Diane Wilson for further assistance. A representative from Booking.com later clarified that the hotel had failed to notify them of its closure, allowing the listing to remain active temporarily. They also confirmed that the hotel listing has since been removed from the platform.
Booking.com mentioned that Sexton’s chargeback initiated by his bank was preventing them from issuing a refund. Nevertheless, the customer service team assured Sexton that they remained available to explain the next steps regarding his situation.
In a fortunate turn of events, Sexton’s credit card company ruled in his favor after reviewing the case, and he successfully received a full refund for the unfortunate incident.
Background Context
The issues experienced by the Sexton family highlight the complexities of making online hotel reservations, particularly through third-party platforms like Booking.com. The incident raises awareness about the importance of timely cancellations and notifications for properties that may no longer be operational. In recent years, travelers increasingly rely on online booking services for convenience, emphasizing the need for reliable information from these platforms regarding hotel status.
Key Takeaways
- Family arrived at a hotel reservation only to find the property closed.
- The hotel had a “No Trespassing” sign and was confirmed closed via online search.
- Sexton paid $1,200 for the booking and sought a refund after failing to check in.
- Booking.com initially could not assist due to the chargeback process ongoing through Sexton’s bank.
- The credit card company eventually ruled in favor of Sexton, who received a full refund.
FAQ
What happened to the Sexton family upon arrival in Kill Devil Hills?
The hotel they reserved through Booking.com was permanently closed.
How did the Sexton family feel about the situation?
Brian Sexton expressed feelings of confusion, anger, and upset upon finding the hotel closed.
What steps did Brian Sexton take after realizing the hotel was closed?
Sexton attempted to call Booking.com for assistance, initiated a dispute with his credit card company, and emailed Booking.com multiple times.
What was Booking.com’s response to the Sexton family’s situation?
Initially, Booking.com stated they couldn’t assist because the Sextons did not check in, even though Sexton argued he couldn’t check in due to the property’s closure.
What was the outcome of the Sexton family’s situation?
Ultimately, Sexton’s credit card company ruled in his favor, and he received a full refund.
Deeper Dive: News & Info About This Topic
HERE Resources
Outer Banks Faces Tourism Downturn Amid Economic Challenges
Additional Resources
- ABC11 News
- Wikipedia: Kill Devil Hills, North Carolina
- Booking.com
- Google Search: hotel reservation issues
- Encyclopedia Britannica: Hotel
Author: STAFF HERE OUTER BANKS WRITER
The OBX STAFF WRITER represents the experienced team at HEREOBX.com, your go-to source for actionable local news and information in the Outer Banks, Dare County, and beyond. Specializing in "news you can use," we cover essential topics like product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news affecting the area—with deep expertise drawn from years of dedicated reporting and strong community input, including local press releases and business updates. We deliver top reporting on high-value events such as the Outer Banks Seafood Festival, NC VIP Fishing Tournament, and NCBBA Red Drum Tournament. Our coverage extends to key organizations like the Outer Banks Chamber of Commerce and Outer Banks Community Foundation, plus leading businesses in tourism, retail, and hospitality that power the local economy such as Kitty Hawk Kites, Outer Banks Mall, and Avon Fishing Pier. As part of the broader HERE network, including HEREAsheville.com, HERECharlotte.com, HEREGreensboro.com, and HERERaleigh.com, we provide comprehensive, credible insights into North Carolina's dynamic landscape.
