Complaints

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• Initial Complaint

  Date:17/10/2023

  Type:Service or Repair 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 booked a room at the hostel on August 16, 2023. When I arrived at the hostel to check into my room on September 23, I was told that my booking had been cancelled accidentally. I asked to be refunded my deposit but was told by the employee that I would need to call back and speak to the manager. I have called back several times and have left my number with the hostel but no one has gotten back to me on this issue.

  Business Response

  Date: 02/11/2023

  Dear ******,

   

   I am writing to address a recent issue regarding your reservations at the Saintlo Ottawa Jail Hostel. It has come to our attention that there was a misunderstanding regarding your reservation, and I would like to clarify the situation and inform you about the refund process.

   

  Upon reviewing the reservations for the date September 23, we identified an unusual occurrence. It appears that there were three reservations made for the same date, and I understand how this might have caused confusion. The reservations in question are as follows:

   

  Reservation ID: *************

  Reservation Type: One bed in a 6-bed female dorm

  Total Amount: $70.86 charged

  Payment Method: Credit ****** **** ending in x4150

   

  Two duplicate reservations for four guests in a 4-mixed dorm (IDs ************* and *************) appear to have been the source of the confusion. While we received a call to cancel one reservation, it seems there was some uncertainty regarding which reservation should be canceled.

   

  In order to resolve this matter, we have initiated a refund for the reservation ID *************, which was for one bed in a 6-bed female dorm. The refunded amount is $70.86, and it will be processed back to the Credit ****** **** ending in x4150, which was used for the payment. Please allow some time for the refund to reflect on your account; this *** take a few business days, depending on your bank or credit card provider's processing times.

   

  We apologize for any inconvenience or miscommunication that *** have occurred in this situation. 

   

  If you have any further questions or need assistance with anything else, please feel free to reach out, and they will be more than happy to assist you.

   

  Once again, I apologize for any inconvenience this *** have caused, and I appreciate your understanding. We look forward to the opportunity to host you at the Saintlo Ottawa Jail Hostel in the future.

   

  Warm regards,

  ********

   

  	********************************* BET ASSISTANT MANAGER DIRECTRICE ADJOINTE
  	SAINTLO OTTAWA JAIL 75 *********************** OTTAWA ON K1N 7B9 T ************ | ** / TF ************** C 000.000.0000 SAINTLO.**