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:23/08/2024

  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.

  May 3d, 2024 Reservation at Glenghorm Beach Resort for Aug 5th - Aug 9th rate $166/night July 26th 2024 Glenghorm called saying they were badly overbooked, would I share my room with a stranger in exchange for around $20 lower rate? I agreed. Aug 4th My airline cancelled all flights to Nova Scotia for several days. Glenghorm notified at 5:17 pm Aug 5th Called & spoke to *****. Was explicitly promised I would not owe any cancellation fees because of my earlier cooperation with their overbooking crisis, and because the overbooking also meant they were still fully booked even after my cancellation and would not suffer any financial loss Aug 13th My credit card was charged $291 cancellation fee. I called the Glenghorm and told *****, who apologized for the mistake and said she would take care of it. Aug 16th Card still showed the charge. Called ***** who now said she “misspoke” earlier and that I was now charged a 2-night penalty. The broken promise of no fees aside, this is twice the cancellation fees listed in the reservation confirmation email contract they sent me. ***** said to call “*****” at another number to dispute it. Aug 19th I called *****. She apologized and promised to look into my request for a refund Aug 23d Still no refund. Called ***** back to ask why. Was informed she’d spoken to ***** and it was now *****’s responsibility to resolve. ***** admitted that ***** had made a mistake and was sorry. ***** said that they had been very crowded, that ***** had covid, that ***** was tired, that their website was out of date, the “owner” was out of town, that my reservation had been originally made at the ****** ***** which had to close and all reservations transferred to them. It was a confusing litany of excuses for the violation of a twice-made verbal contract, and in the latter case, utterly untrue, as my original reservation, and all followup communications, had been made directly with the Glenghorm and no one else.

• Initial Complaint

  Date:21/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Had room 105 booked for the night of October 7 to 8 2023. Paid almost 239 for the night. Near bedtime there was noticeable eater sitting on floor between toilet and tub but on check in lady at front desk said reception closed at 11 so we just figured we would watch and not step in in overnight and report it in the morning. By morning the puddle had gotten bigger. Went for breakfast and when we came back from breakfast our entire bathroom smelled like septic/sewage to the point where you could barely go into bathroom to use the toilet and none of us could even shower as there was no fan in the bathroom to even turn on. We got ready to go check out and report it and by the time we left the smell was now entering most of our room. On check out I reported issue to the desk and was told it would be passed onto management and they would contact me. I emailed the business that same day also explaining the issues. Sent them a message on ******** October 13. No response. Sent another ******** message October 16 and got a t3sonse that message would be passed onto owner and I should be contacted. Received email from owner October 17 who bla.ed everything on damp humid weather and the toilet sweating. There was more water than I have ever seen present on a toilet sweating as mine do that in my house sometimes. This was a puddle on the floor. Was offered a 15 percent discount which to em didn't seem fair because we couldn't shower in our room, had to watch where we stepped in the bathroom so out feet didn't get wet and couldn't even get dressed and changed in the bathroom or put anything on the floor. Also could barely stand to gwt ready for the day pack our stuff up and leave. I responded to her with this and still only offering a 15 percent discount. Haven't called to get my refund yet as I think there should be a refund due to the conditions of the room and the fact that we had to breathe in that smell in while getting ready to leave

  Business Response

  Date: 25/10/2023

  Thank you for bringing this to our attention, however, I did have the room checked by the head of cleaning after they left.  There was no noticeable smell of sewer and there was a small amount of water by the toilet.  It have been raining and very wet all summer so the rooms were humid.  They did stay the night and they did enjoy the free breakfast the next morning before leaving

  They are right in saying they reported to the front desk who contacted cleaning and had it looked at after they checked out.  
  We take complaints seriously and look into it immediately.  We could not enter the room until they left.

  Due to this small inconvenience we did offer them a 15% discount and apologized however they did not accept this as they wanted 50% off.

  Kindest Regards,

   

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

  Manager

  Glenghorm Beach Resort

   

   

  Customer Answer

  Date: 25/10/2023

   I am rejecting this response because:
  The room did have a foul smell of septic that morning, bad enough a person couldn't shower or be in the bathroom and I had wiped up some of the water so our belongings didn't get wet or our feet. Also we checked out on October 8 and o emailed twice and send a ******** message twice and only received a response from anyone on the matter october 17. Over a week after checkout. If complaints are taken seriously I would have expected to have been contacted much before this time frame. I think 15% I'd too low of a discount to accept