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Business Profile

Yoga Classes

Exhale Yoga Retreats

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:08/04/2024

    Type:Billing Issues
    Status:
    Answered
    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 paid exhale yoga $3500 to go on a yoga retreat where they says everyday was going to be a dream (their site and Instagram). I showed up to a room with black mold visible in 5 locations. I saw 4 other rooms and they all had visible black mold. Retreat hosts are already advertising for October at the same hotel knowing there is mold. I emailed 3 weeks ago with a list of my concerns and they never replied. 3/9 people at ******************* left because of unsafe conditions (mold/leaking AC unit). Red flag - they dont take credit cards. I wish they cared about their guest experience but they clearly dont if booking here again. All about the $??? They need to stop booking at this hotel which probably got moldy after ***** sitting empty for years.

    Business Response

    Date: 24/04/2024

    Pertaining to case ID ********

    Dear Enmanuel,

    This complaint is a false and misleading account of a service that was provided by Exhale Yoga ************ Attached is proof that the person making this complaint is embellishing and making false statements to try and discredit my business.

    The truth behind this complaint is that the person making the complaint was a issue from the beginning. She created problems and instead of coming to us or the hotel to try and resolve an issues she was experiencing she tried to get the rest of the participants on the retreat to join her in her complaints. She would talk bad behind our backs and would not speak to us directly to find a resolution. We tried to help during the retreat, the hotel tried to help but she would not allow things to be resolved and just wanted to complain. She makes reference to others in her complaint, trying to bring other participants into this complaint, however no other person on this retreat complained about the service provided by Exhale Yoga Retreats and we received a couple 5 start reviews from people on this same retreat (they are attached). I have also attached proof that her other complaints are misleading, embellished and *****.

    Unfortunately with this type of person there is very little you can do to make them happy.

    **** is a tropical climate and the weather can be unpredictable at times. Unfortunately we did experience some heavy tropical rain during the first 3 days of the retreat and I understand the disappointment this can cause when you are expecting perfect weather. We can not control the weather and we did everything in our control to still provide the service as advertised.

    Regarding the complaint about black mold in her room. Black mold is a fungus that grows in warm, moist climates. Specific in tropical environments like ****. The hotel does everything they can to control any issues with mold but it is a fact of life in tropical environments and even the fanciest of hotels experience mold, especially when it rains. The photos she shared are not even her room and the people in these rooms didnt complain about any mold issues. This is an example of her trying to drag others into her complaints without their consent.

    The hotel offered to clean her room, move her to another room or refund her for her room but she refused any resolution. It wasnt until the last two days that she finally agreed to move from the hotel and she was refunded for two nights stay from the hotel.

    I have been running retreats for over 10 years and put my heart and soul into what I offer. I have 100s of happy customers that have had life changing experiences during my retreats. I work very hard to provide a quality service and you can see this is reflected in all the 5 star reviews and rating Exhale Yoga Retreats has. When someone attacks my business with false claims it feels very personal and that this person is out to get me for some personal reason. If she had come to me on the first day and expressed that she was unhappy we could have found a solution, refunded her and she could have left, however she choose to stay, complain and tried to cause issues with the rest of the group. Its like eating 90% of the meal and then trying to complain about it once youre full.

    Thank you for your time in reviewing this issues. I stand by my business and the service we offer.

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

    Customer Answer

    Date: 25/04/2024

     
    Complaint: 21540899

    I am rejecting this response because:

     

    its all false. I mentioned my issues to the hotel and I have proof (messages) I told ***** and ****** about my bed and the mold.  I couldnt afford to leave immediately - I had to pay out of pocket $1000 to stay somewhere else nearby. The raddison would have been $900.  You can see per messages 3/9 people left this retreat. It was just me that was unhappy.  Also see first screen shot of a 1/5 review.  The fact they think its ok to put me (and others) in a room  with black mold says it all.  ********** is not safe and the other hotels nearby did not have any.  They admit there was in fact mold and you cant just wash it away.  I accepted cleaning by staff, but it was still there after.   I have exaggerated nothing.  Please see all mold pictures of my room from first email. Messages from others attached proving also disappointed and had mold. Ive been on several trips and not once complained about the hotel.

    Suspect they dont accept credit cards. The better business bureau shouldnt allow them to book new guests at this hotel in October - this could be a news story, its insanity to profit off others potentially getting ill. They could book in at a different hotel and charge guests more for a safe mold free environment   When booking they dont tell you the rooms have mold    


    Sincerely,

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

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