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Business Profile

Hotels

Bisbee Grand Hotel

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Bisbee Grand Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bisbee Grand Hotel has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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 type

    • Initial Complaint

      Date:04/23/2024

      Type:Facilities Issues
      Status:
      Resolved
      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.


      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 21613612, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



      Regards,



      Jeffrey Larsen



       
      been busy and didn’t have a chance to listen to the messages. We explained to her we were canceling our last night as we were dissatisfied with the room. She apologized and offered a voucher to stay at the hotel for another time. We declined.

      After returning home, I left a review on social media and the owner responded to me.”We do apologize that you didn’t appreciate our historical layout and the characters of Bisbee. We do offer refunds when guests are dissatisfied, if that’s communicated with us. Our staff is multifunctional and usually stationed in the saloon and after hours staff is available, answering/arriving promptly if called via the after hours phone number given in every room.”

      I asked for a refund 4 times from the employee the day we left, the owner on my review, in an email to the hotel and also in their contact page. I have not heard back from them, nor was any money refunded to me. I would like to be refunded $224.20.

      Business Response

      Date: 05/03/2024

      We provided our services as advertised and followed our policies to the letter. We’re sorry that these individuals did not enjoy their experience at the Bisbee Grand Hotel, but we did everything in our power to accommodate their requests.

      Business Response

      Date: 05/06/2024

      Here is our Cancellation Policy:

      If cancellation occurs less than 48 hours from the 4 PM check-in on the arrival date, only 50% of your bill will be refunded; or we can reschedule a future stay for full credit. On holiday and Bisbee Event weekends the above cancellation rules DO NOT APPLY. Once you have made a reservation in this category, we will NOT provide a refund for ANY reason. If you need to cancel, you must talk to someone at the hotel. Please do NOT leave a message. There is a $35 reservation CANCELLATION FEE. ALWAYS. Please be sure of your date(s) and do not book until you have finished shopping rates. Check-in is at 4 PM and check-out is at 11 AM. We try to keep things super tidy for you, which unfortunately means we cannot accommodate furry, four-legged guests. We also prohibit smoking (of any sort) inside the establishment. Violation of these terms may result in a cleaning fee.

      A 50% refund for the second night was issued.

    Bisbee Grand Hotel is NOT a BBB Accredited Business.

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