Complaints

This profile includes complaints for California Inn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  California Inn

  1431 E Main St Barstow, CA 92311-3216

• 

  California Inn

  9750 Keypoint Hesperia, CA 92345

• 

  California Inn

  9625 Mariposa Avenue Hesperia, CA 92345

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:01/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 AM COMPLAINING ON THE ***** STAY CALIFORNIA INN I HAD ON SUNDAY JANUARY 7TH **** ROOM AND IN BUILDING *********** CARPET DID NOT APPEAR TO BE CLEAN OR CLEANED AND THERE WAS A FOULED ODOR COMING DOWN THE HALL.WATER WAS NOT HOT IN THE BATHROOM SINK OR IN THE BATHTUB. I TRIED THE SINK MULTIPLE AND BATHTUB AGAIN AND THERE STILL WAS NO HOT WATER. BUFFETT BREAKFAST WAS NOT FRESH AND THERE WERE SUGARS CREMES AND TEAS MISSING AND IT WAS IAND OTHER ITEMS OATMEAL THAT DID NOT G ET REPLENISHED. SAUSAGE WAS BAD TASTING AND FOULED. SCRAMBLED EGGS WERE ROTTEN AND FOULED CHECK OUTVERY SLOW AND LOBBY FLOOR VERY DIRTY. AND HAD NOT BEEN CLEANED AND I NOTICED THIS WHEN I ARRIVED AT 5: 30 am VERY POOR CONDITIONS AND I NEED A REFUND BACK TO MY CREDIT CARD

  Customer Answer

  Date: 01/16/2024

  PER YOUR REQU EST I AM ATTACHING FEOM MY BANK TRANSACTIONS THE ***** CHARGE FROM MY COMPLAINT ON STAY JANIARY 8TH **** AND THE ***** AMOUNT I AM SEEK I NG REFUND IN THE AMOUNT OF $84.52.

• Initial Complaint

  Date:09/03/2022

  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.

  Trips
  Ruth
  Past trips
  Menu
  Barstow
  Jul 12, 2022 - Jul 13, 2022
  
  (Booked after bed bugs at California Inn)
  Baymont by Wyndham Barstow Historic Route 66
  Check in on Tue, Jul 12
  Hotel, Baymont by Wyndham Barstow Historic Route 66, Check in on Tue, Jul 12
  
  
  Booked
  California Inn
  Check in on Tue, Jul 12
  Left this Hotel after seeing bed bugs in two separate rooms after maintenance employee saw the bugs along with two family members. Have proof calling Hotels.com to also complain, with proof of contact. I disputed charge to my Capital One charge card, was credited, but Sept. 1, 2022 California Inn recharged. I am now trying to dispute again.

  Business Response

  Date: 09/04/2022

  Hello,

  
  
  

  We have an incident report on what transpired on the day the
  customer arrived at our property. I have removed all names and personal
  information from the report. Please see the following for the report.

  
  
  

   

  
  
  

  “After the guest checked in (Est. 20 mins.), She called
  stating there was bed bugs all over her room. She proceeded to ask to be move
  to another room, which we accommodated without any issues. While she was moving,
  we had one of our maintenance personnel check the room where she had stated was
  full of bed bugs. Upon inspection, he did not find any bed bugs in the room.
  Although he did find a flying nat, which was most likely let in from the outside
  pool area through their sliding door.

  
  
  

  Within minutes of moving to the new room, she called
  again and claimed this room had bed bugs as well and they were all over the
  pillows. I offered another room and she stated they just wanted to leave. We
  had our other maintenance employee check the new room they had just moved to and
  recheck the first room and there were no bed bugs in either of them. We had our
  employee take a video recording of the condition of both rooms and they were
  both clean and no bed bugs anywhere.

  
  
  

  We do have the video available if need, available with
  time stamp and date. “

  
  
  

   

  
  
  

  The customer states to have proof of bed bugs yet did not
  show us any type of proof or even a picture at the time of the incident. Both
  rooms were thoroughly investigated and searched by housekeeping staff and neither
  room had bed bugs. Management reviewed the incident, and a refund was denied
  due to there being no issues with both rooms. Per agreement, the guest signed
  and agreed to our terms and conditions upon checking in, which includes our no
  refund policy as well.

  
  
  

  The customer stated, the California Inn recharged her credit
  card, but our property has not charged her credit card since the original
  payment. The customer did file a chargeback through her credit card provider.
  We received the dispute paper through our bank provider to provide all
  paperwork and proof that the customer had acknowledgment of terms and
  conditions. We provided a full description of the incident and all the
  paperwork that was asked for. We submitted our response through the proper
  channel and are waiting the banks final decision.

  
  
  

   The customer stated,
  the California Inn recharged her credit card but our property has not charged
  her credit card since the original payment. If her card was recharged, it was
  most likely due to the final decision of the chargeback dispute, which is the
  banks decision upon reviewing all information provided from both parties. We
  apologize for any inconvenience this may have caused for the customer, but this
  situation has been properly handled within our agreement of terms and
  conditions. Please feel free to let us know if you need anything else from us.

  
  
  

   

  
  
  

  Respectfully,

  
  
  

  California Inn Management.

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because:  The maintenance man did see the crawling bugs.....No flying nat !!  My Son, grand-daughter also were witnesses also to the black crawling bugs that were inside the sheets of bed. We automatically pull bed spreads off, open bed up to spray Lysol, and automatically seen crawling black bugs !!!  I am really mad at myself for not thinking to take pictures, but I was so exhausted traveling 7 hours and then waiting for our room in first place because room was not ready until around 4 pm !!  We were there at 3pm, with reservations weeks prior.    The rudeness of clerk refusing to get the manager was so frustrating, and the maintenance man was very embarrassed by the bugs.  As follows the response to Hotels.com and finding the new Motel as follows:                       Lodging**** G. ...7133  $112.70                                                                                     

  I dispute this again, I have proof that I had all right to refuse to stay in California Inn,  Bed Bugs in two rooms seen by ,maintenance man working seen the bugs, opened a second room to replace, and again my Grand Daughter, Son, myself and maintenance worker seen bed bugs !!  Went to front desk to complain and cancel my room, girl said she couldn't and she could not call the Manager.  I left and called Hotels.com to complain, they helped me find another Motel which was 

  Baymont by Wyndham Barstow Historic Route 66

  Tue, Jul 12 - Wed, Jul 13    (THIS IS SAME DATE AFTER LEAVING CALIFORNIA INN)                             This is conversation by text service to Hotels.com;         

  Hi, this is ******, please allow me a moment whilst I review your conversation.

  may i have your itinerary number?

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

  ******

  thank you !! may i know the reason of this chat ?

  just to notify that I had to go to different hotel after California Inn refused to refund amount. The hotel had bed bugs in two different rooms

  I disputed charge to my credit card

  ******

  I am gonna update this in your case note , that you have disputed with the credit card company.
  
  Would like to inform you that once the dispute taken place. Bank and concern department take over the case . we do not have information about the case.

  Your bank will provide you any necessary information about the dispute.

  I was also informed by agent on phone that a $25 credit would be given for my dilema and upset

  This should all be charted

  on July 12

  ******

  
  
  
  
  
  
  This coupon already updated in your Hotels.com account
  
  25.00USD
  ******* ********
  ON:12 JUL 202212 JUL 2023
  ITIN:*************

  Thanks

  ******

  Your Welcome !! Is there anything else I can do for you?

  no

  ******