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:16/09/2023

  Type:Customer Service 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.

  ******* Confirmation #: 2305907192299
  Complaint against Is**** ********* * Owner/Operator, Cameo
  Booked last May thru ******* for stay on Sept. 16.-18 on an extended trip. With Hurricane Lee on the horizon, and this being a self-check-in hotel with no on-site staff, we had questions we needed answered several days before our stay. We wanted to know 1) if the storm moved in the direction of Halifax, could we cancel closer to our reservation and 2) as power outages are common in such storms, how was this property equipped to deal with power outages. With key-less entry and no on-site staff, we were concerned about being locked out in the event of a power outage. I used the phone number on the hotel website during office hours listed but no one answered. I called ******* and they couldn’t get through either. Because we had intermittent cell phone service in rural Maine, I contacted my daughter to try to reach the property. Her attempts failed. Finally two days before our stay we were able to reach ******* by cell phone to process our cancellation. The property refused to grant us a refund for our first night! This after they were not even available during their posted office hours of 10-4:30 and phone number for days prior! ******* had already paid the property so couldn’t issue a refund. After I contacted the property and noted I filed a complaint with ******* about their failure to answer calls, I got a barrage of texts from the property. They admitted in the texts that “some calls we get. Some calls we don’t.” Then they blamed me for not cancelling sooner! But they were not answering calls earlier so we could not get our questions answered in a timely manner and when we had cell service! They owe us the amount of $167.50 that ******* paid on our behalf and which they refuse to refund.

• Initial Complaint

  Date:21/08/2023

  Type:Customer Service 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 attempted online check in for this hotel as they have no staff on site. We already paid $308 as a room charge, The hotel also requires a $300 hold. The company declined my card for this hold even though it was valid. We used my partners card and the page cleared the information and would not let us proceed with check in. Upon texting support for the hotel he told us the $300 was successful on their end and to go back to the page to try again. I asked if it would charge again the $300 and he said no. Upon re entering the info my partners card was charged twice. This means we did not have access to $600 on our trip that we needed. His limit was also only $500 so it exceeded his credit limit causing a problem with his bank. I asked for a discount on the room for the extreme inconvenience to which they declined. They asked if we wanted to cancel and have a refund however we were already in Halifax and hotels were fully booked for the comedy festival. They said there is nothing they can do even though they placed an unauthorized hold on the card for the amount of $300. Overall terrible customer service. The person I was texting proceeded to blame me for the mess up on their website. We were unable to spend that money that we planned to use during our vacation.