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:13/11/2024

  Type:Product 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.

  I stayed at this hotel for two nights on October 23rd & 24th. I woke up in the middle of the night itching everywhere with bug bites all over my body (see photos). I asked to speak to the manager and was told he was not in. I had reservations in another city and I had to get on the road. Along the way to my destination, I had to go to urgent care to get some medication. When I got to my next hotel stop, I called the hotel again and I asked to speak to the manager. I was again told he was not available.
  
  I asked for a full refund of $242 credited back to my credit card. The man I spoke to acted very nonchalant and said he would forward my complaint to the corporate office, and someone would contact me, but nobody called me. I made a total of 4 calls with the same excuse that the manager is not in. I left a message for him to call me but nobody ever did. I wrote a letter on 11/5 using their contact form on their website with no reply. It has been three weeks and nobody has contacted me. I suffered for two weeks and it ruined my entire vacation.
  
  I was shocked to see through other complaints with the BBB for this same extreme urgent health issue (one just a few months before mine), that this establishment has not been immediately shut down by the **** ****** ********** ** ****** * ******** for serious violations. Perhaps they think if they just ignore my complaint and the 5 attempts to speak to a manager, that I will just go away. But that is not going to happen. Not only do I demand a full refund for my two night stay, but I never want anyone else to suffer like I did.

  Business Response

  Date: 14/11/2024

  Dear Team, 

  We definitely understand the concerns of our guest, but there is no sign that he got these bites from our place. The guest definitely completed their stay at our premises, During the stay there was no mentioning of bugs bites on these customers. We had thoroughly inspected the room but could not find any sign of infestation. After their inspection of that room, we have rented it to other customers as well but we never received any such complaints from that particular room.

  We are here to satisfy our customers and help them in anyway needed.

   

  Thank you

  Customer Answer

  Date: 16/11/2024

   I am rejecting this response because:
  
  
  I absolutely got the bites there because I did NOT have any bites when I checked in. And I did tell the front desk about it. The clerk acted very unconcerned and nonchalant. He didn't even apologize, so I asked to speak to a manager and was told the manager was not available, which I was told every time I called the hotel for the next three weeks. So I wrote to them from their website and got no response. Obviously they were ignoring me hoping I would go away. You can bet if I was inquiring about a reservation they would have gotten right back to me. They didn't even sign their response to my Better Business complaint on this site. ** **** **** **** * ********  This problem has been ongoing for FIVE YEARS as per the previous complaint on May 2024. Check out the other complaint on this site regarding a couple who were lied to about the adjoining room they were given. It seems their motto is deny, deny, deny!  * ** * ********* *** * ** *** ****  I can tell you unequivocally that my bites were gotten at their hotel during my stay. I demand a full refund of $242 credited to my Capitol One credit card.
  

• Initial Complaint

  Date:29/10/2024

  Type:Facilities 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.

  From: M** *****
  Sent: October 18, 2024 14:49
  To: ****************************** 
  Cc: K***** *******
  Subject: Requested refund - K***** *******
  
  Hello.
  
  This is a request to please refund the total amount that was charged to K***** ********* Visa upon checking in to your establishment on 12 October 2024.
  
  When we opened the door to the stairwell, we were overtaken by a strong unpleasant odour that immediately made our throats itch and our eyes water. As we walked to our "Deluxe" suite, I noticed filthy doors and dirty floors. When we reached the end, we saw clutter that led to a filthy staircase. Inside our room, the couch was filthy, and the room was inhabitable. I attached some photos as proof.
  
  Our findings were the same as several others that posted their experiences online. I went to the front desk to ask for a refund and was given this email address as the ONLY option to talk to a manager. She stated there was no manager that I could talk with.
  
  We had to leave the facility and find alternate accommodations for the first night of our vacation at our expense. To our surprise, another couple staying at this same accommodation experienced the identical situation and had to leave just as we had done.
  
  We are looking forward to a peaceful solution with a full refund credited to K***** ********* Visa.
  
  Kindly confirm that the refund has been processed.
  
  Thank you,
  
  M** ***** ******** ** ***** ******** ****** ******* ** ********* ***** ******** ** ******

  Business Response

  Date: 02/11/2024

  Upon your arrival on
  October 12, 2024, the front desk informed the guest that minor renovations were
  taking place in the hotel. These renovations were scheduled for only a few
  hours during the day. All necessary cleaning and maintenance were completed at
  the end of each day to ensure a that every part of the hotel was cleaned.

  
  We have reviewed the
  photos that the guest provided, and it appears that they were taken during the
  daytime when the renovations were ongoing and none of the photos belong to the
  room. All of the pictures clicked are from the areas where renovation was going
  on. Additionally, it is important to note that you utilized the room for the
  duration of your designated reservation night. Given that the guests occupied
  the suite, we are unable to process a refund.

  Customer Answer

  Date: 05/11/2024

   I am rejecting this response because:
  
  
  The filth is beyond regular renovations. The room was NOT as advertised to be a deluxe room. We walked into the room, discussed our disgust with the smell and inadequate room size with inadequate amenities. After approx 10 minutes, we removed our belongings and attempted to get a refund. Even without a refund, we were not willing to endure the smells and inadequate "deluxe" room size. We found an alternate facility that could accommodate us.

  Your past ratings and feedback in forums back up my claim of inhabitable smells and horrible conditions of your facility. This is not a temporary inconvenience, it is your normal operation that you try to hide while portraying a beautiful place to stay. 

  What you're doing is wrong, do the correct thing and refund the money.

  This will be my last personal communication to attempt a calm and respectful resolution. 

  If you do not agree to refund our money that was taken in ill faith, I will have no choice but to have ** ****** ******* you for further action. My request for a refund is not just about the money, it's about the misleading advertisement, false impression that the filth and smell was temporary due to renovations, and the unhealthy conditions that you would have us believe to be acceptable in your industry.

  I am ready to receive a refund. I assume we will do that by telephone? My number is ***** *********

  Thank you.

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

  ******** **

   

   

   

   

• Initial Complaint

  Date:24/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  September 20th/24 we arrived at this hotel paid the desk lady $217.95 in cash and $100.00 was charged to my credit card for the damage deposit. Upon entering our room we noticed how dirty it was but thought it’s only one night until we seen the mouse droppings. We quickly went to the deck and asked for our money and we were told “ no I can’t do that” I said “ lady we just gave you cash a 1/2 hour ago we are not staying and we want our money” again we were told “ no”. I have sent two emails and called with no response back. All we want is our money back from this disgusting hotel.

  Business Response

  Date: 30/09/2024

  Dear BBB,

  We understand the guests concerns , And we definitely offer them another room, As in the Atlantic province , the weather changes and there is activity of mice's specially around this time. Every property face such problems here.

  We will refund the full amount of their stay within the next 24 hours.

   

  Thank you

  Customer Answer

  Date: 01/10/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22330573, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:21/05/2024

  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.

  On the night of 20 May 2024 I stayed at the property. As a result I am absolutely covered in bed bug bites. More than 100 (40+ just on my arms). I have pictures of these bites. I also photographed a bed bug (red from having ingested my blood). I requested a refund from the property and was denied. When I check reviews on ****** and ******* I see this has been a consistent problem for at least five years. The number of bites I received would indicate a significant infestation and there is no way the room was not previously reported. It is beyond negligent and borderline criminal to knowingly subject guests to this health hazard. More than receiving a refund I would like other consumers to be aware that this property is not concerned about guest safety.

  Business Response

  Date: 22/05/2024

  Dear team, 

   

  The refund for 1 night has been already issued to guest, Being the hotel in Atlantic province, we do find 2-3 rooms with bedbugs every time of this year due to whether change, we those rooms are thoroughly cleaned by our pest control companies.

   

  Thank you

  Customer Answer

  Date: 22/05/2024

   I am rejecting this response because:
  
  
  I was issued a refund for a prepaid night 21 May not 20 May the night when I was bitten by the bed bugs. I would like a refund for that night. With over 100 welts on my body I have had to pay for medication. I have also had to pay for laundry and the front desk would not even give me a garbage bag to quarantine my possibly infested things. I am on a tour for public speaking engagements and trying to do this while covered in these welts. I have gone two nights now with next to no sleep because of the pain and itching. And am left standing before audiences riddled in bites. This deeply affects my livelihood and does give me grounds for legal action. Bed bugs are not a seasonal pest. This fallacy alone should indicate the property’s negligence. Checking online reviews this has been a consistent problem with the hotel going back 5 years to present. The level of infestation for me to have so many bites and the current reviews lead me to believe they are aware of this problem. I have suffered injury and would like a refund for the night this happened as well as for others to be aware this property is not proactive or responsible when it comes to guest health and safety. Again, I was only refunded a prepaid night, not the night the bites happened. I should not have to pay to be injured nor should this property be allowed to continue so long without consequences for their lack of action. I have not been refunded for the night I stayed (and had no choice but to stay because of the late hour when the bugs were discovered). ****** reviews yield other guests relaying they have been told things such as “flip the sheets”. The issues are 1. This has affected my health and livelihood 2. Has cost me money for medication and laundering 3. The hotel is negligent in dealing with the infestation and are either lying or misinformed as bed bugs are not seasonal and multiple reviews are complaining about the exact same issues handled the exact same way.

• Initial Complaint

  Date:11/10/2023

  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.

  We explained we did not want anyone in the adjoining room because there was door access in rooms , we stayed 2 nighta the first night was gone except the free breakfast offered we didn't get cause they didn't have anything when we went and it was an hour before breakfast was over , the second night we were woken up banging and doors being shaking from adjoining room , my wife suffers from anxiety and we told them about it , we weren't told tha anyone else would be in the joining room and my wife suffered a panic attack and I was quite upset waking to this , we couldn't stay because of the scare and we left at 4 am , very unhappy and the business would not even discuss it , no management on duty and contacted them numerous times with no satisfaction , not good business ****** and we were just trying to get a quote couple nights together

  Customer Answer

  Date: 18/10/2023

  I uploaded the document 

  Business Response

  Date: 24/10/2023

  Dear Partner, 

  The reservation for ****** ************* was booked for two nights from 28th September 2023 (check-in) till 30th September 2023 (check-out). Although we did our best to comply with the guests' demands, we cannot guarantee complete silence on the property because we are a hotel with many people staying and checking in every day. The guests stayed with us for Thursday and Friday night and checked out Friday early morning. We received the complaint about the adjacent room door being shaken from the other side and performed a security check promptly. We checked with our guests from the adjacent room, and we can confirm that it was an elderly couple trying to locate the bathroom door and they didn't touch that door once they located the correct one. We explained the matter to Mr. ************* several times on call, but after a couple of harsh and confrontational interactions with our front desk, we decided to respond by email. Regarding the breakfast, we have set strict hours from 7am to 10am where our employee begins closing responsibilities at 9:30. Since we only have one staff that oversees everything in the restaurant, we always ask our customers to wait a short while before we restock the food. Our employee is very hardworking and works diligently to serve our customers but due to busy weekends, the waiting time can be a more than 10 minutes and we always ask our customers for understanding. 

  Overall, the matter has been acknowledged and addressed multiple times by the management. Please feel free to reach to us for further information. 

  Regards,

  Harbourview Inn & Suites