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:17/11/2022

  Type:Sales and Advertising 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.

  I received two emails identifying a $150 prepaid ********** promotion for a Vancouver hotel booking if the stay is one or more nights between October 17th and February 28th. They state the promotion must be booked using the StayVancouverHotel link which they provided. When I attempted to make the reservation there was no option for a $150 prepaid **********. I contacted Customer Service of Stay Vancouver Hotels to inquire where the option was and they said "the promotion is on a limited time and offer. The ********** Promotion ended as we reached the maximum card allocation." I think it is false advertising for an offer that was suppose to end February 28th, 2023 but ended over 3 1/2 months earlier. I think I should be given the $150 credit as indicated.

• Initial Complaint

  Date:09/11/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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 Nov 3, 2021, I made arrangement with Stay Vancouver to stay at the ***** ******* Vancouver. With the booking, they offered to provide me $100 Gift card for my first night of booking and an additional $50 gift card for each night up to two consecutive nights book. On January 8, my credit card was charged for the booking $467.66. On arrival at ***** on January 6-2022, I was provided a **** gift card of $100 with full terms with the issuance and a $50 ********** gift card with a letter and no terms. When I tried using the $50 gift card with stores, I was declined at multiple locations. After calling the phone number of the card issuer, they advised me that Stay Vancouver did not provide me $50 but a card declining in value and that if I waited until Dec 2022 (the expiration) I would not have $50 but a value lesser than that. Reviewing the agreements issued with the gift card, I am not provided any disclosure of this fee charge. Reviewing the Terms and Conditions outlined in the email associated with my booking no mention of monthly deductions were ever expressed. On Nov 7, 2022, I reached out to Stay Vancouver by phone and email, the organization did not return my call and wrote an email qualifying their understanding that the card would be deducted $2.50 per month fee after six months of inactivity - this was their awareness that they failed to informed consumers booking hotel reservations through their website. In the same email, they did not provide a resolution for their lack of disclosure. I am writing to find a resolution and to protect other customers from Stay Vancouver's lack of disclosure. I have provided: 1. StayVancouverReservation.pdf - email for the reservation, including their terms and conditions. 2. Email-Nov7-2022.pdf - email verifying their knowledge of this fee. 3. **********_gift_card_termsandconditions.pdf - documented provided with ********** giftcard 4. ****_giftcard_terms_and_conditions.pdf - document provided with **** giftcard

  Business Response

  Date: 09/11/2022

  We certainly appreciate the frustration the customer is feeling with this situation. Unfortunately, the card issuer deducts $2.50 per month from the card balance after 180 days. This is not something that we have any ability to control.

   

  With regard to the ********** Reward Card, a link to the document below was provided on our website. In addition, the link was emailed to the customer upon booking.

  https://www.stayvancouverhotels.com/docs/TC-English.pdf

   

  We certainly regret the situation, but there is definitely nothing dishonest with this promotion.

  Customer Answer

  Date: 10/11/2022

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

  
  

  "With regard to the ********** Reward Card, a link to the document below was provided on our website. In addition, the link was emailed to the customer upon booking." The statement is untrue, after booking the with Stay Vancouver Hotels there was no link provided.  Please refer to the appended StayVancouverReservation.pdf that was received after booking with Stay Vancouver Hotel.

  
  

  The statement "This is not something that we have any ability to control." is also untrue; they have ability to provide consumer disclosure.  Without providing the information at the time of booking and/or time of gift card distribution, the fault is on Stay Vancouver Hotels.

  
  

  Please refer to the appeded **********_gift_card_termsandcondtions.pdf received at the time of gift card issuance; there you will see no such information was distributed.  The gift card was adhered to a letter.

  
  

  I hope a resolution can be reached.
  
  Sincerely,
  
  ***** ****