Complaints

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• Initial Complaint

  Date:31/08/2022

  Type:Product 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.

  On August 24, 2022, we arrived late at the Harrison Spa motel. There was one room left at the time of our booking, the family suite, room 22, which was $322.50 including tax. We arrived at 11 pm; The room was dingy and smelled of urine. We contacted the front desk; the manager agreed to move us to room 28 due to our issue. In room 28, (a single bed/non family room, typically $80-$100 less) the sheets had a grease stain. The manager told me (incorrectly) it was bleach, and changed the sheets. The bathroom was gross, very dirty, mildew etc. in the morning we asked for a refund for the price difference between rooms due to the switch being the fault of the hotel, and then the dirtiness. He first refused, then agreed to $4, and later agreed to $22.50. Upon emailing him, the manager threatened to take away the $22.50 he had refunded because I was adamant that I am owed the difference between the cost of rooms. So #1, service not as promised, #2, overcharged, #3, health hazard, #4, poor management and empty threats. Thank you! (**I have photos of the grease stain and cleanliness issues.)

  Business Response

  Date: 13/09/2022

  The guests, a couple of 2, have arrived late in the evening to complaint about their in family suite, which they booked for claiming of smell which it did not smell, as it was not to their liking as it is large and without a view. There was no smell in the room and I have not agreed to the smell, but given that we had a lakeview suite with queen bed sofabed and kitchen available (last minute cancelation), it was offered to them. 

  They were looking for reasons upon entry again to find reasons to get a refund, and upon their inspecting of the bed, there was fitted sheets that were thinned out due to bleach and not grease. All sheets are our motel including top sheets get changed every stay without exception.  I explained and changed the sheets for them within 3 minutes and explaining our processes, and they understood and were satisfied.

  Following morning, they were adament in getting a refund to the room to which I explained that is not possible after having slept and nothing brought up at night. The amount difference for the room was 4 dollars for that day and showed the gentlemen via our monitor that it was the case, regardless I refunded 22.50 and not $4. There was no threats exchanged, and only when an email followed to which I responded back saying I will consider retracting 22.50 and do 4 instead. 

  Service was prompt and executed professionally. We are highly rated and although if put under a microscope small things will come up; we are extremely clean. There is absolutely no health hazard in this location (A little dust and sand for a beach located 3* motel is totally accepted and does not pose health hazard.) I am glad that I had to deal with these guests with nothing but a smile and prompt response and execution to the finest.

  I fully disagree to their claims. You may contact me at any time to discuss this further.

   

  Regards,
  David K**

  General Manager

  Customer Answer

  Date: 13/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Please see full details in attached text document, overview as follows; 

  The business owner is still refusing to take honest accountability for the fact that he did not adequately refund me for the difference in the price of the rooms. Further, he did indeed threaten to take away the refund he gave ($24 approx) if I continued to pursue the matter. This is evidenced in the email communication between myself and the owner. 
  
  
  There is a $72 plus tax (80.64) difference between the room i booked and the room he agreed to relocate us to. 

  
  
  He states that I should have specified the refund the night I checked in. I do not have to specify to a business owner that it is illegal and also poor business practise to charge more money than a person should be charged, “for services provided.” I assumed on check out I would not be charged for a “family suite” when I stayed in a single queen room, where the price difference is $72 plus tax.
  
  
  As regards his comments on the odour in the room, and the cleanliness of both rooms, I fully stand behind my original claim regarding the urine smell and terrible cleanliness standards of the room, plus the grease stain on the sheet. If the business owner is content manipulating himself into thinking his hotel is clean, instead of actually keeping it clean, that’s his decision to make. Personally, I would rather keep the hotel clean than try to persuade my guests that dirty rooms are clean, but to each their own.
  
  
  I reiterate the request I made verbally and via email upon check out, which is to be reimbursed for the $72 plus tax ($80.64) I am rightfully owed, minus the approx $24 he DID refund. He owes me $56.64, and other than that, if he wishes to continue managing his hotel in the unprofessional manner evidenced by his conduct, that is his choice to make.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/10/2022

  Hi,
  
  We have a system called dynamic pricing.
  
  Definition:
  In the hotel industry, dynamic pricing refers to the continual, real-time tweaking of room prices based on algorithms. These algorithms take into account the fluctuations in data of consumer demands, competitor pricing, seasonality, current occupancy, and other external factors to increase hotel revenue.
  
  I have mentioned to him that due to dynamic pricing that the difference from the room he had paid, and the room type he was assigned was only 4 dollars for the day in question. I have even showed him on our property management system the difference on the day he checked out, which he physically saw as he came around the desk to see my monitor so I can prove to him.
  
  There is nothing more to add to this complaint.
  
  Please close this case.  
   
  Kind regards,
  
  David K**
  Manager

  Customer Answer

  Date: 12/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  As mentioned, the price between the two rooms on any given day, including that day, is $70 plus tax. We are owed the difference between the refund given (approx $22) and the refund owed (70 plus tax) which is about $50. The rooms David “showed me in his office” were not the rooms in question, and therefore do not accurately reflect the proper refund owed. Which remains $50 more. 
  
  Sincerely,
  
  
  
  ***** *******