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Business Profile

Hotels

Vernon Hostel

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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  • Initial Complaint

    Date:25/07/2024

    Type:Product Issues
    Status:
    Unresolved
    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 stay at Vernon Hostel through bluepillow.com for the night of June 29. The online registration was for 2 private rooms and payment was taken immediately. Upon arriving we were told only dormitory accommodations were available and we declined the stay. I asked the owner how we would be refunded and he said through the online booking. Bluepillow representative tried to contact the owner but were unsuccessful, and said any reimbursement would have to come from the owner. After many voicemails he finally called and said they have a no refund policy and could not accommodate.

    Business Response

    Date: 14/08/2024

    Attached

    Customer Answer

    Date: 14/08/2024

     
    Complaint: 22040579

    I am rejecting this response because:

    1. The online booking was for 2 private rooms. It was only after we arrived that we learned it would be a dormitory setting, which was not acceptable to our party.

    2. Had we stayed in the hostel I would completely understand their no-refund policy. But, since we did not stay I don't agree the policy applies. In the end, I don't care that they have a no-refund policy. Charging us when we did not use the service is theft.

    3. The manager was very kind to allow us entry after registration hours were closed, and he invited us in to look at the accomodations. After we inspected and declined he said that was no problem, and when I asked how we would be refunded he said we would have to do that online. It now appears he intended to keep our money anyway.

    Sincerely,

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

Vernon Hostel is NOT a BBB Accredited Business.

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