Complaints

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• Initial Complaint

  Date:02/01/2024

  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.

  Booked a room to stay one night on December 7 2023. We checked in, brought in our bags and left for dinner and the hockey game at the ********************. Upon our return to the hotel following the hockey game, there was no parking available. Multiple people who had also attended the hockey game found themselves with nowhere to park. The clerk mentioned that they had experienced issues with parking at that location lately. Without anywhere to park, we had no choice but to check out. The ********** clerk could not provide more than a 15% discount and asserted that he was unable to provide a full refund on the spot. Requests to contact a manager were also declined. We left regardless, frustrated, but still hoping for a reasonable resolution the following day(s). They continue to refuse to provide a full refund but have since only provided an additional 10% discount. I have also been in contact with my credit card company in order to dispute the charge and await a response.

  Business Response

  Date: 02/01/2024

  Hello,
  
  I trust this message finds you well. We appreciate the opportunity to address the concerns raised by a guest, ******, regarding her recent stay at our hotel. We take guest feedback seriously and want to provide a comprehensive overview of the situation.
  
  ****** expressed dissatisfaction primarily related to parking issues during her visit, specifically the perceived lack of availability and the handling of double-parked vehicles. Our team member, *******, made sincere efforts to address these concerns. Unfortunately, his attempts were met with challenges, including threats to his job, frustration, and disrespect.
  
  It is crucial to emphasize that we have a strict policy against any form of disrespectful or threatening behavior towards our staff. We prioritize the well-being of our associates and do not condone behavior that undermines their professionalism and dedication in assisting our guests.
  
  Despite the difficulties encountered, a room was available for ******'s stay, and ******* actively worked to find a solution for the parking issue. We regret any inconvenience she experienced and hope she understands our genuine effort to accommodate her needs.
  
  To rectify the situation, we had offered a discount of 15%, and as an additional gesture due to the inconvenience, an extra 10% discount was applied, considering the challenges she faced with the parking situation. Attached are our conversations with ****** discussing the issues and her partner's behavior, which was uncalled for.
  
  While we offer a complimentary parking lot for our guests, we do not patrol it constantly. We rely on prompt communication to address issues such as double-parked vehicles. We appreciate your understanding that resolving parking matters may take some time.
  
  Regrettably, after careful consideration, we are unable to offer additional discounts or monetary compensation beyond what was previously offered to ******. We hope for your understanding in this matter. Notably, ****** chose to leave the hotel with knowledge of a potential charge.
  
  We sincerely apologize for any frustration caused during her stay and remain open to further discussion or clarification of any concerns. We value your role in ensuring fair and unbiased resolution.
  
  Best regards,
  
  *********************
  General Manager

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21082754
  
  I am rejecting this response because:

  On December 7th, 2023, we initially arrived and checked in at approximately 3:30pm.  There was no mention from the clerk at that time about any possible issues with parking, nor that anyone was limited to one parking space per room.  Yet, when we returned to the hotel around 10:15 PM, after attending an event at the ********************, we arrived to find that not only was there no parking, the area in and outside the hotel premises was so overcrowded with vehicles that people were parked down the street all the way down to a nearly dead end area where building construction of some sort was taking place and that every possible available spot designated (or not) for parking, was taken.  I parked by the entrance (entirely to the side as to not impede any traffic movement) and was met by other guests at the doors, who were finding themselves with the same problem.  When I entered to inform the ********** clerk, he stated yeah, parking has been an issue lately and proceeded to try and find a solution.  I made him aware of more guests outside facing the same problem with parking.  He eventually goes outside after serving the guests lined up at the mini-confectionary.  He then went outside to walk through the parking lot to see for himself only to return and conclude that we were indeed correct.  I asked if we could remain parked where we were, exhausted from the full day of travelling and events, but were declined.  With very little confidence that a solution would be reached anytime soon, we cleared our room and decided to see if we could find accommodations elsewhere.  

  
  When we returned to check out, no one was at the desk initially but guests waiting for service.   When the clerk returned from another trip outside, served the guests ahead of us in line, we requested a refund since we could not stay and wait, and were declined saying that the only authorized available option to the clerk was a 15% discount for the inconvenience.  We tried to plead our case because it was more than an inconvenience, we had nowhere to park and could not stay.  His hands were tied and he repeated that this was all that could be offered that night.  It was not acceptable to pay almost full price for a room we could not stay in as we had no parking, so we asked at that point to speak to the Manager, but are told that they are gone home for the day.   
  Things did escalate from there, out of frustration at the inability to receive a refund for a situation that was beyond our control, causing us to have to leave, and the inability to speak to any management within the hotel, my husband threatens to escalate the situation with a Manager with whom he believed to be an acquaintance.  Instead, I reason with my husband, apologize to the clerk for the frustration, and we leave in disbelief over the whole situation, our budget blown in a hotel room we couldn't stay in, we made the 6 hour trip home the same night instead, hoping for a more reasonable solution the next day.  
  
  I sent an email to the manager the next day, to request a refund.  Again, the request was denied because the room was available but we chose to leave and because my husband was rude.  On reply, I am granted only another 10% discount.  I have requested to be contacted by the ************************ of the hotel chain and have yet to receive any acknowledgment of the complaint.   
  
  Fact:  
  
  The hotel is advertised with free parking.  We had no parking.   They insisted in their response that the hotel has as many spaces as there are rooms, but none available to us that night.  In addition, by their own admission, they were fully aware of the issue, did nothing to proactively address or enforce parking that night to ensure that their paying guests had a place to park.  We did not chose to leave, that choice was taken from us and is the principal by which we cannot accept anything less than a full refund.  
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 15/01/2024

  Hello,
  

  Thank you for getting back to us.
  

  The hotel has already provided compensation to ****** for any inconvenience she experienced, and she departed from the premises with the understanding that a charge for the night would apply if she chose to leave.
  Regarding our online listing stating "Free Parking," it is uncertain whether ****** fully comprehended the meaning of "Free Parking." This term denotes that there is no cost associated with parking in our designated area (the parking lot), but it does not guarantee the availability of parking spaces. In essence, "Free Parking" simply indicates that there is no fee for parking your vehicle in that specific location. It's important to note that our online listing does not explicitly mention guaranteed parking.
  

  ****** has initiated a dispute with her credit card company regarding the hotel charge, and we are currently navigating through this process.
  

  Thank you for your understanding.

  Regards,

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

  General Manager

  Customer Answer

  Date: 18/01/2024

   
  Complaint: 21082754
  
  I am rejecting this response because:

  It is not reasonable to charge a full hotel rate if there is nowhere to leave an accompanying vehicle that a guest most likely arrived there with because you are normally an out of town person (who likely has a vehicle).  The clerk advised that a 15% discount was the only option he could provide to us that night, due to a system limitation, not that other options were not possible by management.  Our request to have management intervention was denied that night. This is beyond what anyone would consider an inconvenience . Free or not, there was no parking available.  The hotel was aware of possible issues with parking and did not proactively address them.  
  
  Sincerely,
  
  ***************************