Complaints

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.

• Initial Complaint

  Date:26/07/2024

  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.

  Booked a room (# ***) at $125 a night with this motel on July.20/2024 for 4 nights, and to check out on July.24. Total amount was $580.Unfortunate circumstances occurred and I couldn't stay the duration and had to check out July.22 early to start driving to ******* AB. They were not open at 7am when I had to leave so I called the motel (from gas station) 8am upon opening to notify them I was checking out, I do believe I spoke with the owner who is an older gentleman who checked me in on my arrival July.20. I tried to get a refund for the remaining unused nights through Expedia.ca that I did the booking with, they pursued my request but the owner denied a refund and made up a cancellation policy from the sounds of it on the spot to deny refund. Their motel was a busy place during my 2 day stay so I do not believe there would've been an issue booking that room July.22-23 to another customer. It is a small motel with not a lot of rooms along the Trans Canada highway, high traffic area.My issue is that there was no cancellation policy discussed with me upon checking in, nor upon checking out over the phone of he made it sound like my checking out early was fine (obviously, while not bringing up the so called policy).....and my printed invoice has no small print stating a cancellation policy like most motel/hotel establishments provide for transparency. I suspect I am being cheated by the owner and want a refund for the remaining 2 nights I did not stay ($250) due to his error of not communicating and being transparent with important stay details to me when he had 2 opportunities to do so.

  Business Response

  Date: 07/08/2024

  I would like to inform you that room 101 ************************* he booked a room online through expedia for 4 nights. he checked out early without notifying at the front desk. i have attached our cancellation policy written online on our website from where he booked the room. we have clearly stated our 48 hours cancellation policy. moreover, we are open 24/7 he could have ring the bell and let us know that he is checking out but unfortunately he did not. even if when we have no vacancy we always put our sing on the door with emergency contact number written on it which i uploaded online for your record. when he called to confirm that he checked out i assumed he already new the cancellation policy as he booked online reading our terms and conditions. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22046290
  
  I am rejecting this response because:
  

  The response of me not making an effort to contact the office they day I left is incorrect.  I called at 9:03am on July.20 and spoke with the same guy I am certain who checked me in to let him know I was checking out early and no communication was made to me about a cancellation policy.  There was also no sign on door indicating there's a buzzer otherwise I would've buzzed for the front desk, and had it been explained to me at that point there's a policy, I wouldn't bring BBB into this.  This is why I feel cheated.

  Your cancellation policy should be on your invoices, front facing to your customers being as we are doing business with you while using an online service.  A cancellation policy should also be communicated at time of check in verbally, as no customer is alert enough to notice signs when all they want is their room upon arrival.

  My proposed solution is to refund me half the amount and I will drop this complaint entirely.

  Attached is a screenshot from my phone proving I made the call on July.22 to check out early.

  -*************************

  Business Response

  Date: 09/08/2024

  ******* booked the room online through "EXPEDIA" and cancellation policy has been clearly written on the site. he does not make any sense in regards that he did not find the buzzer to come in the office. However, even if he came in the office to inform us still our cancellation policy would have been same before 48 hours. his arguments make no sense that every hotel and motel has the cancellation policy and if you don't show up or cancel your booking you loose the money for that days. we did not try to cheat him in this case as it is obvious terms and condition of making the reservation.