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:20/08/2024

  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 made a reservation at the Bear and Butterfly Bed and Breakfast through Booking.com for August *****, 2024. When my husband and I arrived, we asked the owner where we could smoke, as we knew it was a non-smoking property. The owner told us we could only smoke outside, and so we did. We made sure we were away from the property as possible.On the morning of August 18, the owner knocked loudly at our door and accused us of smoking in the room. We were not smoking, and we don't know why she accused us. While we did have smoking supplies in the room, they were not used. Due to the owner's behavior, we decided to check out. She said that because the reservation was made via Booking.com, we had to pay the full amount ($444 CAD) and that I should reach out to Booking.com to modify the reservation.I contacted Booking.com to modify the reservation, but the owner rejected my request. Booking.com said their hands were tied and suggested I dispute the transaction. I reached out to **** but they mentioned that there is no paper trail, so they cannot process a dispute for this transaction.I was willing to pay for the one night that we stayed, but the property owner tricked me into paying the full amount. She later told Booking.com that I was not entitled to a refund because we smoked in the room, which is completely untrue.I am not sure what else to do, so I am reaching out to you for help.

  Business Response

  Date: 20/08/2024

  Here is  a copy of  our terms & conditions - in booking.com 

  House rules
  You have set the following house rules for your guests:
  Smoking is not allowed.
  Pets are not allowed.
  Parties/events are not allowed.
  Quiet hours are between 21:00 and 08:00.

   

  This is a copy email I have sent to Booking.com

  Please refer to email sent to you Sunday August 2024
  
  This booking was made through booking.com for Sat August 17th for 2 nights @ $222 per night fully inclusive all taxes & charges.
  Guest requested to check in early on Saturday which I agreed to as I was home - guest checked in at 3pm
  When guest checked in they asked if they could smoke outside? I asked if it was weed/cannabis & they replied yes, so I advised them to smoke off the property. I even offered them an ashtray which they declined.
  Guests stayed Saturday night & enjoyed breakfast Sunday morning with no problems.   This morning (18th) I went into the washroom which backs onto the washroom for their room and the smell of cannabis was overpowering,   I asked my witness to come into the washroom & he advised that yes there was a strong smell of cannabis.  I knocked on his door & advised he needed to roll his cannabis or whatever he was doing with it outside as it was impacting on other rooms in the property.   ***** responded that I was making him uncomfortable & his shower was cold.  I accompanied his partner to the shower & I turned it on and she agreed the shower was hot.   I explained to him politely but firmly I could not allow the cannabis smell in the property. We are a registered business & this is not allowed.  I made him fully aware when he originally checked in that he cannot have cannabis Impacting on our business.    
  He said he was leaving immediately and was obviously angry.  He packed up and walked out. His partner came back to pay us.  I charged for 2 nights as NO DISCOUNT was agreed nor will be.   This guest chose to leave as he did not want to follow our very simple rules.  I made it quite clear as soon as he checked in that any cannabis actions must be dealt with off the property.   When the guest lady came in tto pay, she actually stated & I quote - that will be the hill he dies on, but I have to support him'
  I called booking.com at *****am Sunday to report on this guest
  
  
  Kindest Regards
  
  
  Beverley (Property Owner)
  Bear and Butterfly Bed and Breakfast

  Customer Answer

  Date: 21/08/2024

   
  Complaint: 22171503
  
  I am rejecting this response because:

  I want to make sure you have the exact details of the situation. We did not smoke in the room. It was requested by the property owner, and we honored that request. We made sure to smoke outside the property. The accusation against my husband is false and humiliating. He did not want to stay for another minute in the property, and I fully supported his decision.
  
  It seems that we cannot agree on whether someone smoked in the room or not. However, we can all confirm that we only stayed for one night. Despite this, we were charged for two nights even though we only stayed for one. I am not requesting a complete refund, but only asking to be charged for the single night we stayed.
  
  When we checked out, the property owner claimed that she couldn't change the reservation because it was made through a third party (Booking.com). She directed me to contact Booking.com to resolve the issue. At that moment, I thought the property owner was a decent person, but I was misled. When I reached out to Booking.com, I was informed that the property owner needed to approve any changes to the reservation. However, the property owner refused my request for a modification due to the alleged smoking in the room, which I believe is very dishonest.
  
  I just want to pay for the night we stayed and not for the night we didn't stay.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 23/08/2024

  I hope this message finds you well. Thank you for choosing to stay at Bear and Butterfly Bed and Breakfast. It was a pleasure to host you,and Im glad to hear that you enjoyed the breakfast during your stay.
  I want to address the concerns you raised in your recent complaint. At **** and Butterfly, we take pride in providing a comfortable and welcoming environment for all our guests. As you mentioned, we do have a strict no-smoking policy inside the property, which includes the use of cannabis. This policy is communicated to all guests upon arrival to ensure the comfort of everyone.
  During your stay, I detected a strong aroma of cannabis coming from your room. I approached you about this to clarify the situation, as the smell was beginning to affect the adjoining rooms and the overall atmosphere of the property. I understand that you assured me the cannabis was not being smoked inside, but the lingering odor did have an impact on our other rooms, which is why I needed to address it promptly.
  Regarding the issue of your reservation, as you booked through Booking.com, our policy is to handle all modifications and cancellations through their platform.
  I understand your frustration with the outcome, and I truly regret that we could not reach a more satisfactory resolution.
  While we are not members of the Better Business Bureau, I want to assure you that we take all feedback seriously. My goal is always to provide the best possible experience, and Im sorry if you felt this was not achieved during your visit.
  Thank you for your understanding, and I wish you all the best in your future travels.

  Warm Regards

  Beverley

  Bear and Butterfly Bed and Breakfast

  Customer Answer

  Date: 31/08/2024

   
  Complaint: 22171503
  
  I am rejecting this response because:

  I'm extremely frustrated with this issue. Despite my attempts through various channels, I have not been successful in obtaining a refund for the additional night that we didn't stay. The property's policy claims that all modifications and cancellations should be handled through the Booking.com platform. However, the platform requires the property's consent for any modifications to the reservation, making it appear that the property has control over the refund process. I paid the full amount with the understanding that I could resolve any issues through Booking.com, but this has proven to be misleading and dishonest.
  It seems like there is no protection for guests who decide to leave because they feel unwelcome.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/09/2024

  This guest chose to leave the property before his booking period was complete - Under no circumstances do I know of any business that would refund under those circumstances.  

  Kind Regards

  Beverley

  Bear and Butterfly Bed and Breakfast

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22171503
  
  I am rejecting this response because:

  All of this could have been resolved if the property owner had agreed to modify the booking as requested.
  
  Sincerely,
  
  *****************************