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Business Profile

Resort

Stanley Bridge Country Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:18/06/2024

    Type:Billing 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.
    My daughter ***** contacted the Stanley Bridge Country Resort November 11/12, 2023 to discuss a room block for her upcoming wedding on July 27, 2024. They verbally said they blocked some rooms for her, and took her credit card. There was NO written contract provided by email or mail, no explanation of cancellation conditions given verbally or otherwise, and the card was not charged. It felt very unstable.

    As I mentioned there was no paperwork. And as you see below, they charged the card WHEN we cancelled, yet they assured us over the phone that the refund would be processed right away!!! We felt very scammed, and thus my daughter sent the email below to the manager of the hotel. You can see from the email that a phone call was not helpful either.
    There was also no receipt provided once the card was charged!

    We had no response.
    --------------------------------------------------------

    From: ***** ******
    Date: November 20, 2023 at 2:55:16 PM EST
    Subject: Refund requested

    Dear Mr. ****,

    I was speaking with your establishment on November 11/12 regarding a cancellation of a room block for the summer. I was assured the cancellation would be processed immediately following that call, and ended the conversation feeling very satisfied with your customer service. Instead, it appeared that the $500 was charged on my credit card that day!

    I had received no email, contract or correspondence of any kind regarding the room block invoice, charge or conditions.

    When my mother called to inquire about the charge/refund, your employee would not speak to her and in fact hung up on her. We’ve never experienced anything of this sort in any accommodation anywhere and we travel extensively. I would kindly ask that you process the refund of $500 to my credit card and provide a receipt to my email.

    Kind regards,

    ***** Laceby

    ------------------------------------------

    We merely want our money refunded. Nothing more. Thank you!



    Business Response

    Date: 29/07/2024

    I am writing this email to let you know that we are trying to get hold of **** and ***** to resolve this issue and we have refunded a total of 500$ deposit to ******* card just for customer satisfaction

     

    ******* ****

    General Manager

    Customer Answer

    Date: 31/07/2024

    Good morning *******,

    I can now confirm that my daughter has received the refund of $500. You may close out the complaint.  

    Thanks very much for your help!!

    Kind regards,
    **** ****** 
  • Initial Complaint

    Date:03/08/2023

    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 have 2 rooms booked at Stanley Bridge Resort on PEI for August 10th. This was part of a 4 room block that was originally made by my nephew, ****** *****, who is getting married next week.
    Shortly after the reservation was made in March/April, the family decided to book a large cottage closer to the wedding venue. Attempted to call the hotel and left message about the cancellation.
    Mid-July, 2 families (including my husband) realized that we had not received confirmation of the cancellation.
    Their website, including the invoice sent to us, clearly states that you have 72 hours to cancel with no penalty. The booking date is for next week, August 10. So we have well within their time frame for cancellation.
    They have given the family roiund around without being about to connect with the GM, until last Thursday. She refused to speak to me. First, they refused to speak to ****** *****, sayiaang tht he put a block, but they needed to talk to the actual guest who booked. When we attempted to call, they said they couldn't talk to us because he was booked under Conner's name. Because ****** had called numerous times, ***** (desk clerk) refused to speak to him anymore. So the bride to be, Taylor has called numerous times. Should be noted that they have been so uncooperative that she has cried, and this is spoiling her week before marriage. Once, I came to the island, I treid calling. Did speak to Amrik, who was uncooperative. Asked to have an appointment with the GM, either by phone or in person, but they have refused. I sent her an email with the confirmation that my husband received and ***** said that is not valid. I went in person(drove 1.5 hours to get there), and ***** was quite rude. Asked to see the room, and he refused. At that time, there were no guests in the hotel, and no other workers because the resort is empty. Asked again for an appointment. They said if we block the payment through our CC, they will take us to small claims court. Can they do this? Help!

    Business Response

    Date: 25/08/2023

    Thank you for contacting us and we appreciate your email providing our business an opportunity to present related actual facts. So there was a wedding block created by ****** ***** for 10 rooms for his wedding and it was created over call and as per our verbal agreement with groom he was advised that any guests will have to cancel 30 days prior to their check in as per our regulations of group reservations. There were around 8 different guests of Mr. ***** booked their accommodation with us initially and we can provide details of each guest if required therefore the statement of having 4 rooms is merely false like most of her allegations where she tried to threat our different front desk workers stating she can stop by at our property and create a scene to disturb an ongoing wedding event at our resort and also tried to influence stating she has contacts with premier of PEI. She was not just cursing our staff over call but used multiple threats , discriminative words towards foreign workers employed at our business. When our manager introduced herself to the complainant in return she was told that she could not be a female as her first name is a male name. We tried multiple times to ask her to provide us two business days to sort this matter and promised that we wont put any charges to her card unless a resolution has been offered to her but she wanted to have it sorted right there the same time which unfortunately we could not do. We never refused to refuse to speak to Mr. ***** or the bride and they both called us numerous times the same day and we have phone records to prove that as we talked to the bride for over 30 mins over call for more than once and therefore the statement about refusing to talk. Thirdly the complainant was offered to set up an in person or telephone appointment with manager but she refused saying that she is not going to wait at all and want to talk right away right now and was very aggressive. 

    Settlement- Did not charge a single guest or groom/bride a single penny. But they are just reporting to BBB, Tourism PEI etc. to vent their frustration on us.

    Please check with complaint if anyone has been charged anything by our business. 

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