Complaints

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• Initial Complaint

  Date:03/15/2023

  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.

  On March 14th, 2023 I booked a room for my kids and I to have a fun get away. Let's first start by saying that the pool area was unkempt, the safety equipment is way out of date, the bathroom was gross and to top it off there was vomit right by pool stairs. Going into the room, it smelled awful, definitely not clean, there was no Toilet paper, the siding on the tub was literally falling off and you can see all the plumbing, the pull out bed was disgusting, with crumbs all in it from who knows how long ago. The floors were FILTHY with dirt, looks like the place hasn't been mopped in ages. When I went to say something to management he pretty much told me that I'm free to leave but I shouldn't expect a refund. I told him he was running a terrible hotel with terrible housekeepers and he told me "thank you" and then proceeded to tell me that it sounds like my kids were going to literally cave his floors in...which is absolute c*** They had been sitting on their tablets of watching TV. Kids are kids but they weren't loud like he claimed and waited for me to complain about the cleanliness of the hotel overall until he said something.

  Business Response

  Date: 03/16/2023

  To whom it may concern.

  Thank you for reaching out to me about the issue. Guest checked inn with 4 kids. They were very loud and noisy. After i got complain from next door couple of hour later when guest came to the front desk to get a toilet paper She mention that we run out of toilet paper you know  how it goes with 4 kids. At that moment  politely i asked her that kids are loud if you can please ask them to slow down a lil  bit. She did not say anything and left. Some time later she came down to front desk and asking for refund cause she leaving. When i asked the reason she start going off that everything is bad. Nothing is correct. There were no vomit any where found. I did clean the pool bathroom right before she checked inn. In her room there is a Jacuzzi tub and it has a door if you pull it will come off so you can see the plumbing. Now if some one pull that then the plumbing will show. She complain to choice which is our guest relation and she mention there were vomit in her room. In BBB she said vomit by the stairs. She told me that vomit in the pool area. I dont know which one is right. But we couldn't find vomit anywhere. She was upset and she start cursing me I said Thank you and I apologies. Also every time i said Thank  you she said you are not welcome.