Complaints

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:06/26/2024

  Type:Product 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.

  I have 3 other videos but the system does not allow me to add more than 5 MB so when you listen to this one imagine it constantly repeating getting louder and quieter throughout the entire night... a small concern is that Priceline had the wrong information on their site. They said there was a 24-hr desk clerk. Desk closed at 11. I arrived at about 1040. Barely made it. I have reported the following concern to the front desk worker who admitted the noise but did not apologize or help. Ive emailed the owner with no reply. I also called Priceline several times but they won't help me, they say theyre not allowed to do a refund and will contact the owner but the owner said no.
  Throughout the entire night of the stay this loud noise repeatedly kept banging inside of the wall. It was not another guest in their room. I believe it was the plumbing or something. Constantly all night every minute it repeated over and over. I got barely any sleep and was tired trying to drive the next day. I do not appreciate spending almost $200 with no apology or compensation for the lack of sleep. You book a hotel to sleep in. I had a lot of driving to do the next day as we were trying to take a vacation. I booked this to be closer to the start of our trip and to be well rested. Unfortunately all I got was $200 spent and no sleep. I shouldve just stayed home.
  Now that I have a problem nobody seems to care. I don't know what guarantee Priceline offered but they aren't doing anything to help me and they are done. They said once they charge the money they can't do anything. Not really sure why they offer a Priceline guarantee if it covers nothing. I would appreciate at least 50% back if not an entirely full refund because the lack of concern at this point. I'm very frustrated and upset that I have wasted this time money and effort on this issue. Everyone got paid and nobody cares. I don't feel it's right to scam people in the process and get away with it. It's bad business. It's deceiving.

  Business Response

  Date: 07/02/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and aim to address them promptly and fairly. Regarding the complaint submitted by Ms. D******* ****** (ID: 21907068), we have carefully reviewed her statement and would like to provide the following response:

  We sincerely apologize for the inconvenience Ms. L***** experienced due to the noise during her stay. While we strive to maintain a quiet and comfortable environment for all our guests, occasional issues can arise that are beyond our immediate control, such as plumbing sounds. Although we have never previously received complaints of this nature, we are taking her feedback seriously. Our maintenance team has been alerted to investigate and resolve any potential issues to prevent future occurrences.

  We also apologize for the confusion regarding our desk hours. Our front desk closes at 11 PM, but we have a doorbell system in place to assist guests arriving after hours. We regret any inconvenience caused by incorrect information on Priceline's website and will ensure that our operating hours are clearly communicated to all third-party booking platforms to avoid similar situations in the future. 

  As a gesture of goodwill, we are offering Ms. L***** a 25% discount on her stay. We hope this can somewhat compensate for the inconvenience she experienced. We understand her frustration and are committed to making improvements based on her feedback. We appreciate her bringing these issues to our attention and apologize for any distress this situation has caused. We have already contacted Priceline allowing for the 25% discount. Therefore, in order for Ms. L***** to receive the discount she would have to contact Priceline.com since her room was prepaid, and they’ll be able to issue it.
  

  Thank you for your understanding and cooperation. Please feel free to contact us if you need any further information.
  

  
  Sincerely,

  P*** *******
  

  
  

  Customer Answer

  Date: 07/03/2024

  
  
  
  
  Complaint: 21907068
  
  
  
  I am rejecting this response because: am rejecting this response because: thank you for assisting me and getting in touch with this business. I still have yet to hear from my personal email sent to them 2 weeks ago.

  I rejecting their response because I do not feel that they are taking this seriously. It also sounds like they don't believe it happened. I have attached two more videos to further substantiate my claim. I have no idea if the noise was Plumbing or not it was just an assumption but either way whether another guest has had to endure this or not should not matter. Hopefully it is actually being taken care of.

  I do not feel that 25% is an adequate compensation for the fact that I got no sleep throughout the entire night. I would have accepted at least 50% if not a full refund because the location was decent. I did expect to get a good night's sleep to be able to drive the next day however. I do not appreciate having to drive when I am tired as I have already fallen asleep once doing so and never plan to do it again. 

  My other concern is that they have instructed me to reach out to Priceline for a refund. Priceline has told me several times that they have no access to my funds once the merchant takes them. I will however call Priceline in the morning and tell them what this gentleman has said and see if they know what he is talking about.

  For now I am rejecting this in hopes that a better solution can be found. 

  Note- the files I am trying to attach are too large to submit this form. I have tried 10 different times and it will not work. Please reach out to me directly if you would like more video evidence and we can find a way to submit a larger file. 

  
  Regards,
  
  D******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  Regards,
  
  
  
  D******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/04/2024

  Dear Ms. L*****,

  After careful consideration and in an effort to resolve this matter amicably, we are willing to increase the offered compensation to a 50% discount on your stay. We have already communicated this updated discount to Priceline, who will process the refund. As your booking was made through Priceline, they are the appropriate party to handle the financial transactions, including the application of discounts and refunds. Since we have no financial information regarding your stay on our end.

  We understand your frustration with this process, and we want to assure you that we are taking your concerns seriously. However, please note that for third-party bookings, our direct control over the reservation details is limited. For future stays, we encourage you to book directly with us to ensure a more seamless experience.
  

  To proceed with the 50% discount, please contact Priceline directly and reference the updated agreement from Silver Surf Motel. They will have the necessary information to process your discount.

  
  Thanks,

  P*** *******
  

  
  

  Customer Answer

  Date: 07/05/2024

  
  
  
  
  Complaint: 21907068
  
  
  
  I am rejecting this response because: I do accept the 50% refund but after contacting Priceline they have no idea what I'm talking about. They attempted to reach out to the hotel but the owner was not available. They were given a generic email and they will try to reach the owner that way to get approval to process the refund.

  Once the refund  has been processed I have no problem dropping this matter and again I thank you for all of your help!
  
  
  
  Regards,
  
  
  
  D******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/16/2024

  Priceline was finally able to reach the owner after several attempts to verify his offer of a 50% refund. I received that credit to my account this morning.

  Thank you so much for all of your help in this matter! 

• Initial Complaint

  Date:07/10/2023

  Type:Product 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.

  7.7.23
  
  Stayed at Silver Surf Motel and it was filthy. Crusty messes left on sheets and yellow piss stains on everything, hair from previous residents left in bed sheets pillows and towels. They never cleaned the room just remade the beds. The carpet dirtied my feet and there were bugs everywhere. Pool smelt like fish. I slept in the car and my girlfriend had an injury so she slept fully clothed on top of the bed. Was told we would get a refund after a huge argument with the unreceptive manager who yelled at us saying she had better things to do. This place is a shit show.

  Business Response

  Date: 07/15/2023

  To Whom It May Concern,

  The guest who has filed this complaint came in for their reservation and completed their stay. The next day during check-out they claimed that the stay was awful and made claims of the bedsheets being dirty, and hair all over the place. If this were the case, the guest should have come to us initially after checking-in to allow us to correct any issues they experienced. However, instead of doing this, they claimed to stay the night through those conditions. Typically, once you check in and enter the room, if the guest finds any problem regarding the room, the first thing they should do is report that information to the front desk in order to resolve the problem. The fact that the guest did not do this seems unusual and suspicious. We believe that the guest does not have the right intentions and is doing this in order to have a free stay and gain a full refund. They provided a picture of a singular strand of hair hanging from the ceiling fan, however, we cannot prove whether or not that was placed there on purpose, especially since we have remodeled all of our rooms from the carpets to the furniture. Regardless, after reviewing the image, we decided to provide the guest with a 25% discount, however, they did not accept this. They insisted on claiming their full refund for their stay. The guest decided to take further action and threatened to inform the BBB and the health department regarding this situation and they did. The San Luis Obispo Health Department inspected our property and the rooms and we passed their inspection. The guest also reported to these organizations of there being bed bugs and this was not in their initial complaint. We believe they are making false accusations regarding our property and this is an act of business defamation. We will not tolerate this and are going to fight to defend our property and if this continues we will take legal action.

  Thank you,

   

  P*** *******