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Business Profile

Hotels

Panorama Inn and Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:26/07/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    We stayed 2 nights at Panorama Inn in Kamloops on July 8 & 9, 2022. Upon checking in, we were charged the full cost of two nights plus a $200 damage deposit (total $684.88). Couple days after checking out we received a call stating we were being charged $79.45 - the cost to replace two queen sheets, two face cloths, and one hand towel due to stains that could not be removed, so only $120.55 of the damage deposit was returned. We asked for evidence so they sent us pictures of the items BEFORE laundering and stated "...in the photo there are two sheets with small purple/red stains, a face cloth with some tan stains, a face cloth with some blue tints, and a hand towel with some of the same blue tint. We did try to wash all these however, unfortunately, none of the stains came out and they had to be thrown away." They did not provide evidence to prove the stains could not be removed through laundering by providing pictures AFTER laundering. The stains on the linen were from cooked fruit (blueberries) spilled at breakfast. The stain on the hand towels was soil from wiping our yoga mat (which was used on the hotel floor) and some shoes. We suspect the face cloth had make-up on it. None of these stains are unusual and in our experience can easily be removed with spot cleaner like Resolve Spray** Wash or Shout if normal laundering doesn't remove them. Since we have been charged for the damaged items we asked for the damaged items to be shipped to us (at our cost) but this has not been done. We've never been charged for so called "damage" to linen or towels and think it's very unreasonable for a hotel to do so unless items are actually stolen.
    Also, the hotel advertised their room had a fridge and microwave but upon checking in had neither so we had to move to another room which had a fridge, but still no microwave. There were other room deficiencies too but we never received a discount. We were willing to accept this until they decided to charge us for "damage".

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