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:10/10/2023

  Type:Service or Repair 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.

  The smell of cigarette smoke was strong enough to give me an instant headache.We had the doors open for hours, no change in the disgusting smell.I removed two full garbage cans of food, mostly meat, most unwrapped and loose from the fridge and freezer.My 14 year old son went to get into the pull out couch bed and found cigarette butts and narcotics under the cushions.When I called the manager I was told there is no house keeping.There were no rooms available to move us into until the following night.I insisted on the mess to be cleaned.The night manager came with a vacuum and no cleaning or disinfectant products.This manager told me I would not be charged for the night.The next morning I requested the new room and wanted to ensure it would be ready when we returned later.The day manager told me I needed to understand that there are three levels of ********** involved in this type of issue and the previous guest suffered from ****** ****** issues.I stopped him and told him none of this matters as his staff did not clean the room and my minor child found narcotics in his bed.I was told I would be charged one night at the rate on ****************.The next day at checkout I stated I felt there should be zero charge for the two nights.The manager said one night charge is all they would do. I told him to I would contact the management later.One week later is see a full charge for the suite and regular room.I called and the desk manager told me there would be no credits and I can call whomever I want to fight it, including legally.I reported this event to the ******** ****, child finding drugs in a hotel room. I requested they send a ********* ********** ******* to discuss the legalities and liabilities if my child, or any other person gets sick or dies from potential toxic drug exposure.

  Business Response

  Date: 24/10/2023

  This guest stayed with us from 29/09/2023 - 01/10/2023. It was a group reservation and *********************** had one of the rooms. We do clean the rooms thoroughly and have never received any complaints like this before. Since the entire town was busy due to summer and the games happening, the rates were a little high. This guest since the time he entered the property started complaining for something or the other in order to get discount for the entire group which was simply denied. Since this is an outdoor property, there would be people smoking on the street and in the parking lot which this guest had problem with that there are cigrette buds in the parking lot and the view of the river is being blocked by trees and why there are not more options for the breakfast and all that. I knew that this guest would do something or the other to ask for a discount so that is what I am assuming that he got all the dirt and got it in the room and made a mess of it. My colleague still cleaned the entire room again upon the guest request and was even given an option to check out without any charges which he did not check out. Next morning, the guest again came and started arguing for the same to which ***** was given an option to move in to another room which was upgraded and to his liking to which he appreciated. On the day of check-out, the guest did not say anything and left by saying I appreciate you guys what you did. After few days, guest started calling again and again asking for the entire money to be refunded which was simply denied and then the guest also threatened saying that what he will do next will not be good for us to which guest was simply asked to speak politely and the call was disconnected. Guest still called a few times and everytime the guest was told to either speak politely or the call would be disconnected. Later the same incident was shared with the entire Team.

   

  Customer Answer

  Date: 27/10/2023

  
  Complaint: 20706815
  
  I am rejecting this response because:

  Frankly the bulk of this response is a fabrication of details that never transpired and I am appalled at this response to my complaint.

  I arrived to a filthy cigarette smelling room with a fridge full of meat. My initial interaction with the front desk was with regards to the meat filled fridge upon arrival which I binned up for them and asked it be taken away. At no point did I make attempts to get discounts for the entire group. 

  I never complained about cigarette smoking outside, common areas, the view being blocked by trees or breakfast options, we never even ate there. 

  The allegation that I went and got dirt and and cigarettes, narcotics and finger nails to dirty my own room and son's bed is so beyond offensive I can't even believe I have to write this.

  The night manager that came to clean that night upon my finding cigarettes and marijuana roaches in my sons bed only brought a vacuum cleaner and a change of sheets. No cleaning products were brought. Our arrival at the hotel was late at night as we commuted from the lower mainland. Upon our discovery of the bed filth it was 1045pm. They had no rooms for us to move to and our ability to change hotels at this time of night was slim to impossible with lack of availability. My son and I shared the one clean bed as we didn't feel safe or clean to sleep in the other. I was told by the night manager that night and the next morning by ****** that I would not be paying for the first night. 

  They moved us to the new room the next day which was satisfactory. 

  At checkout I was told that I would not be compensated for the Saturday night but I would be refunded for the Friday night. I was told this would be processed and only one night would show up on my ***** This did not occur. When both nights were charged and I called the hotel and was told because I stayed in the rooms both nights there would be no refund and I can tell however I want about it best of luck. 

  At no point did I make threats or use bad language or yell. The person refused to identify themselves or give me the managers name. 

  This whole experience was brutal and so unprofessional. Please encourage them to provide any camera footage to back up their ***** allegations. I am happy to provide witnesses to my checkout and initial arrival experiences.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/08/2023

  Type:Billing 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.

  Hi,On Thursday, July 20th, 2023 at approx 3:30 in the morning, my ************* checked in for a 1 night stay at the Riverland Inn & Suites. We had booked & paid for a campground for the weekend but it was too dark to set up our tent. The bill was $****** (including tax) & a $100.00 security deposit was put on my credit card. When we were checking in, prior to paying the deposit & the one night hotel fee, the front desk clerk said that he could not check us in under the previous Wednesday night date's date/rate , but for Thursday night's rate of $ ******. He said he was giving us an "early checkin" for Thursday, and that we did NOT have to check out at 11:00 AM (7.5 hours later), but that we would be given until Friday, July 21st, (the next day at 11:00 AM) to check out. I was surprised by this, and expressed my gratitude, and thanked him for the early check in. I then asked him to confirm "are you 100 percent sure? we don't have to check out at 11:00 AM (in 7.5 hrs)? "He replied.. "No.. you do not .. I am giving you a very early checkin for your July 20th stay. You don't need to check out at 11:00 AM on July 20th but you will need to check out on Friday, July 21st." Again, I expressed my surprise, and was so happy by the deal he had given us, and the opportunity to rest from a long drive. The clerk said "Your welcome - you can have the entire day in the hotel...". I then paid for the room, and was ecstatic! I told my partner and we were both very happy. We went to meet family during the day and told them about the great deal as well! Even though we had paid for our campground, we stayed until the 1 night hotel stay we paid & agreed to was over.On Friday AM, the new front desk clerk refused to give my back my deposit & insisted that we had stayed for 2 nights? This was not the business transaction that was agreed upon. Upon calling the night clerk, he confirmed our original agreement a 1 night with a very early checkin, checking out on July 21st.

  Business Response

  Date: 25/08/2023

  Good Morning 
  Greetings of the day!
  As per the guests complaint, I dealt with the guest on check out.
  Guest checked in after Night Audit at 03:00 am on 20/07/2023. Since it was after audit, reservation was made from 20/07/2023 however we were still running on 19th night. The hotel check in time is 03:00 pm and check out time is 11:00 am which is the case for almost all hotels/motels. The guest stayed whole of 19th night and 20th night so that makes 2 nights stay. How can she even expect to be charged for 1 night only. If she wanted to be charged for 1 night then she should have left at 11:00 the same day which was not the case. Therefore 2 nights were charged.
  I spoke to the guest on check-out and explained her the entire situation of how hotel timings work to which she understood. As a gesture and inconvenience, 10% discount on both the room nights was given which she appreciated and left.
  She again called up after 1 week to inquire about the same and the same thing was politely explained over the call which she again said thank you for explaining.
  Attached is the registration card with her signatures on it, the charge slips and the Invoice copy for your kind perusal.
  Also after discussing the entire situation and giving her 10% discount, there was a balance of $16 left which she paid by her Debit card accepting her misjudgment of understanding the conversation initially.

  This proves she accepted her mistake and the balance she paid willingly on a different card.
  Kind Regards
  *********************

  Customer Answer

  Date: 25/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr ********************* doesn't acknowledge  whatsoever the business transaction and deal that was made with the night clerk that I trusted to be true and needs to be honoured.  Just like I trust in a hotel that the sheets will be clean and that the chlorine will be sufficient in the pool, I trust what the hotel front desk staff promises and says to be the rate to be rate.  I paid for one night and provided a one hundred dollar deposit.  The night clerk advised that I would be getting a "very early check in" on July 20th,  and that the room was being charged for the night of the July 20th.  He insisted several times, that even though we were checking in after 3 in the morning we would NOT have to check out in 7-8 hours at 11:00 AM.  He confirmed several times, over and over that we would have all day to stay and that we would not have to check out until 11:00 AM on Friday, July 21st.  I was very happy with the deal.  How do I know that the night clerk  is not the owner of the hotel??  The issue is I trusted the man, and the business transaction made was for one night.  ********* cant CHANGE the hotel rate and invoice the next day!  I am owed my $ 100 dollar deposit. 

  I am NOT responsible for mistakes of improperly trained front desk staff if that is the case.   If the night front desk staff and promised me a particular rate and check out time, that is the hotel's issue, not mine.  A deal is a deal.  Mr ********************* failed to acknowledge and apologize for the mistakes of the night clerk.  We NEVER would have stayed until Friday, if we knew we had to pay another night - NEVER!  We had a campground booked for July 20th!!   Mr ********************* changed the invoice to reflect his wishes,  forcing us to pay double after the deal had already been made.  That is illegal, is it not?  I am owed my hundred dollar deposit, and an apology for the mishap.  ************* does not have the authority to change business transactions that have already been made.  Upon calling the hotel the next day after ************* refused to give me back my deposit the night clerk advised and confirmed that he charged us only one night and that we could check out Friday July 20th, not Thursday, 7- 8 hours later.  He again confirmed our original deal!  Why does Mr. ********************* refuse to acknowledge this?  Can the original front desk staff member be interviewed? 

  I am completely shocked that ************* would suggest that I accepted a mistake? He forced me to pay more just to get out of the hotel.  It was horrendous and his unwillingness to accept the deal arranged by the night front desk staff was upsetting.  As well it is unlawful.  I will continue to pursue this matter with the Better Business Bureau, ***************** and the Owner of Riverland Suites.  A deal is a deal.  A promise is a promise.  I trusted the deal and the words said to me by the front desk staff when I checked in. To be treated  in such an offensive manner by My ***** when I checked out was an absolute disgrace.   * ***** **** *********** *** ***** ** ****** *** ** *** **** ***** ******** ******** ** **** * ***** ****** ** ***********

  ************************************************

• Initial Complaint

  Date:15/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We booked 11 days at the Riverland inn. After checking into our room within minutes we realized this place was disgusting and the cleanliness was not up to standard. We were in the room for a total of 35 minutes, packing our stuff back out to the truck because we decided we couldn’t stay there. As you can see from the pictures their was dirt on the walls, cigarette butts on the ground, Faecal matter on the toilet, bugs on the window sill it wasn’t up to standard that anyone should be staying there. After confronting the front desk they took a look at the room and said there was no way their cleaning people would of missed all this stuff and that we must’ve made the mess. It would of been impossible to make such a mess in 35 minutes. We travelled 12.5 hours and arrived late in the evening and at no benefit would it of been for us to leave as we were exhausted and wanting to hit the hay. We told the front desk we would like a refund as we will be leaving, they said they would have to charge us for the one night as we had entered the room. We would like a refund of what we paid and perhaps that place should be inspected. I read multiple reviews later with the same problems, bugs, unclean rooms. They charged us 180$ Although we left and it is unacceptable. Please advise.

  Customer Answer

  Date: 15/09/2022

  Thank you for getting back to me for clarification we had booked the room from Monday September 12th - Thursday September 22nd. We were able to receive a refund for all nights except the 12th. We checked out 35 minutes after arriving and ended up staying a new hotel.