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Business Profile

Hotels

Mosaic Suite At The Inn On The Drive Vancouver

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:28/08/2024

    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.
    I booked this BNB on the App "Booking" with confirmation number ********** for stay from Jul 30 to Aug 4, 2024. On check-in day, the host met us in the property and left us with 2 keys of the property. On Aug 3, the day before the check-out day, I checked on "Booking" and found there was no instruction about whether self-check out is available or not, so I called the host at the number: ************ he left on Booking.com, I called at 9:59 PM and got no answer, so I called again at 10:00 PM and left a voice message about the check-out and asked the host to call me back. I got no response, I totally understand it because it was late. So on the check-out day, which is Aug 4, before the check-out time 10:00 AM, I called the host again at 09:16 AM, there was no answer again, and then I text messaged the host at 9:18 AM, and got response, I contacted the host on Booking by lefting a message informing him that we are ready to check out, no reply, I called again at 10: 13 AM, 10:22 AM, 11:05 AM, 12:29 PM, no answer and no response, I thought if the cleaner showed up, I can pass the keys to cleaner, but we didn't see the cleaner showed up. I booked an **** at 1:05PM and left the property. The host messaged me through Booking and informed me that we were late for check-out. and then he called me at 1:35 PM from phone number : ************** that he will charge me for late check-out. On Aug 11, 7 days after I checked-out, at 10:37 he texted me saying they are missing a blanket and asked if by any chance I packed it with my personal items, I replied that I didn't pack it with my personal belongs. He replied, the cleaners found it, he forgot to update. On Aug 14, he charged CAD 210 late checkout to my credit card.

Mosaic Suite At The Inn On The Drive Vancouver is NOT a BBB Accredited Business.

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