Complaints

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• Initial Complaint

  Date:06/07/2023

  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.

  I was overcharged for my room. We spoke on the phone and they said that they would email me the information for my refund. I replied to the email and was not refunded. I then emailed another two times and did not hear anything back. I called for my refund and was berated by the owner. He claims that he could not do the refund because my husband and I have different last names and he didn't know what room it was for. I had replied to an email they sent and they never asked for any further information. The owner has now refunded me but continued to berate me in an email.

  Business Response

  Date: 24/07/2023

  ***************************** was our guest in june this year. first of all, we did not over charge her Husband, we charged them half the overnight a year ago and because of changing the booking system in the new system that was left out somehow and so we charged them again for the full amount. We found out that was what happened and contacted everybody in the group that stayed. 2 got their money returned immediately and the third, ******** Husband, was already on the road. it somehow got wires crossed that she was part of the group.  she send an email, that had no connection to any reservation we ever had and therefore nobody reacted to it. 

  ************** * *** * ******** **** **** ** *** *** *** i was unable to work on the computer for a while. not to use that as an excuse, but nobody else that works here connected the points and asked me what that was about. when ************** than called i was in the middle of a meeting, told one of our employees to take down the number and i will immediately call back. when i was finally on the way to call her back the phone rang, i picked up, and without saying a hello or anything else she said "you were supposed to call me back." it could have been anyone else on the phone. it was me this time, but that is not how one speaks on the phone to anyone. she was definitely in a rage and when she explained who she was i remembered and got onto the computer. she obviously was excited and build her anger up while she waited. i looked up her email, found her cc#, she reminded me that the reservation was under her name. when i could not find it she realized that it was under her boyfriends name and the whole thing did not connect at all. which did not stop her from swearing on the phone, to which i said for her to stop or i will hang up. which in turn enraged her even more. after a litany of things thrown at me we sort of both hung up. while i was processing her money return i got 3 emails from her. i returned her money and sent her an email, which stated that i do not like the way she talks to people and a softer approach would have gone a long way. that was done for me however she and her friends took it upon themself starting to berate our ******** and instagram page. how horrible we are and the business. how "misogynistic" i am. i guess because i did not let her treat me like that, that must make me misogynistic.in my mind the topic is over. she seemed to want to scream at somebody and i fired back and that made her more upset. i am sorry for it to take that long to get her money, however there were plenty of errors done from both sides and without the screaming and swearing that would have gone a lot smoother.