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:09/05/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  Stonecroft claims they are a 3 star hotel, they are not. There is no service desk manning the front, the front and back door are left open all night with no one working, they do not answer your calls and if they do/ will call you back 2 hours later, they do not have proper functioning water and provide 2 glasses for your to fill up in the bathroom sink / bathroom tub, they claim they provided snacks which was misleading it was 2-3 bags of small chips in the outside room, there was no fridge in the rooms and the fridge outside in communal area was dirty and unkept, the amenity- garden carries high level of swarming insects and had to move 6 times until I left the area, an insect did bite me and had to seek attention at urgent care (the bite was poisonous and turned into a staph infection) I left early due to the distress and lack of health, security and the painful swelling from the insect. I traveled 5 hours to come and booked the earliest Amtrak home. The owner, Jodi, called me names "Mightier than thou" and was hostile towards me. Due to the amount of distress, medical, and unprofessionalism. I expect both nights to paid in its entirety below. I attempted to reach out to owner again and she hung up on me. This is not a 3 star hotel and more or less a dysfunctional, hostile, unsafe Air BnB.

  Business Response

  Date: 09/13/2024

  Jodie N***** -  In response to *** *********'  complaint.  We do not claim to be a 3 star Hotel.  We are a bed and Breakfast.  My husband and I do everything here along with three housekeepers.  We do not have a service desk, nor do we man the lobby 24 hours a day.  Please review our website  ******************  You can  see exactly what we provide and our policy's on checking out early that there is no refund given. *** ******* stated on her reservation that she was arriving at 3 pm.  I was at the Inn waiting for her.  When she was still not there at 4:30pm, I set her up for a self check in, which we do for many guests and we never had a complaint or issue.  The self check in has her room key in the envelope, along with directions to her room, breakfast hours and my cell number.  I left to run errands.  She called me when she arrived at 5pm.  I was in a store and could not get reception.  When I was done shopping, I called her back.  That's when she told me she was not happy with our Inn.  I offered her a FULL refund if she wanted to check out, but she declined and said she had no place to go.  She did not thinks the snacks we offered were sufficient. Or website says we offer snacks, which we do, they are packaged chips, cookies  and crackers with cheese or peanut butter.  The snacks are in a basket on top of the fridge.  They are replenished daily. We had other guests staying so everyone is welcome to take them.  Coffee and tea stations are in each room, along with two coffee mugs.  Water carafe and two glasses are in the bedroom and two are in the bathroom. The water is refilled daily when the rooms are refreshed. When I spoke to *** *******, I explained that we have well water here and the water is safe to drink.  She did not like my response.    The refrigerator is wiped down on a regular schedule. *** ******* even commented how nice her room was and how clean everything is.  We are located in the COUNTRY, there are insects outside. We have bug spray in a trunk outside the dining room if guests need it.  Shelly never asked for bug spray.  As far as her getting bit and needing medical attention, She never mentioned that to me.  When She arrived for breakfast the next morning, she had on a short sleeve red dress and Black heels, no stockings.  I did not observe any red areas or anything unusual on her skin that was exposed.  (I am a nurse and have been trained to observe any abnormalities  on a person)  So as far as needing attention at urgent care, that is not true. She never left the building or notified me that she needed care or even bitten by an insect.   We have security cameras in place by all doors.  The deck door is locked and there are two locks on the bedroom door.  Each guest has their own key for their room. We cant and are not required to be at the door 24 hours a day. 

  *** ******* had false ideas of what a bed and breakfast is.  On her reservation she noted to make sure I had two Regal chairs in the room for her.  She also called me the day before to make sure I had the chairs in the room.  She thought I should be there for her and sit and chat.  Once guests arrive, they certainly don't want the innkeeper present.  We know when they want privacy.  At breakfast on 8/28, I welcomed her to the dining room and took her breakfast order.  When I asked her how her evening was, she said "we will talk later"  She proceeded to talk on her cell phone the entire time IN the dining room with other guests present.  She left after 30 minutes.  I received a phone call about an hour later from her.  That is when she told me she left and wanted a refund for both nights.  I explained our policy.  We did NOTHING wrong.  She had false expectations and blamed me.  She repeatedly told me she was a high executive for a very large bank and that she was from ********* and she will get her money back and that she will report me if I don't refund her.  Our calls were cut off twice and she called back.  The conversations were getting no where. The third time she called, I did not answer the phone.

  We are A bed and breakfast with hundreds of great reviews.  We are not dysfunctional nor hostile.  

  Customer Answer

  Date: 09/13/2024

  
  Complaint: ********
  
  Dear Jodi N*****-

  I have attached multiple images for your viewing. First: The profile for the entire Stonecroft Country Inn, is packaged, labeled and sold as a 3 STAR HOTEL.(see image) The definition of a 3 star hotel is: A 3-star hotel will have well-designed lobbies with front desk staff available 24 hours a day. Typically, there's a restaurant or dining area where breakfast and, in many cases, other meals are served. Many properties also offer such amenities as pools, bars, meeting facilities, and fitness centers.

  Second: Upon your Inn polices at your fraudulent "3 Star Hotel, is written regarding the following:
  CHECK IN and CHECK OUT
  ""All rooms and suites at our ******* ** bed and breakfast in ******* are available for check-in at 3:00 pm. If you anticipate arriving after 7:00 pm, please let us know so we can set up a late arrival check-in for you. Check out time is 11:00 am to allow enough time to prepare the room for incoming guests."" -- Upon payment it did have a drop down option asking when I would be arriving and I put 3pm, I arrived before 7pm as INN policy requests. 

  Third: You offered a small, halloween sized candy bowl, of 2-3 bags of small chips and 1 cracker set. That was all, and it was not refilled, even upon leaving the premise around 9:50am on August 28, 2024. The refrigerator inside was filthy, it had an old wine bottle and food stuck all around the seams, I was thankful I had 2 small pieces of chicken left from lunch - I had no food to eat the rest of the night.

  Fourth: There is no fresh water, "well water" is not particularly fresh water and certainly not cleanly. To expect a guest to drink from the bathroom sink/tub is not acceptable and BBB had mentioned the same. 

  Fifth: The room was nice but unfortunately when the basic level of security, health, lack of front desk/ emergency help, cleanliness and necessities like fresh drinking water is not provided it diminishes any bedrooms appointment.

  Sixth: Im glad you mentioned you are a nurse and you examined my body at breakfast(which is inappropriate to say), but you are correct I did have a dress on and was infected with an insect bite that I had to go to urgent care for the minute I got off the **** ******* ****** train on **** ****** ** *** ***k. You will find 3 documentations of my visit 1. First Summary of Visit for an insect wound on my top neck/back -August 28th at 3:51pm, they cultured the bite due to its severity and the swelling/ pain I was in, and cultured the bite because it looked infected (see image) 2. Second Summary of Visit Sept 3, 2024 at 11:01am - The culture came back as a Staph Infection, where I was prescribed additional antibiotics etc to get it under control. I have not been able to go into the HQ due to the persistent swelling and issues I am experiencing from such a vicious bite. I got bit in your garden that is swarming with insects at every outdoor seating you can find. This was suppose to be an enjoyable garden for relaxation but turned out to be a fest filled bug land. 

  Seventh: I will reiterate that I came far away for an enjoyable experience and turned into the worst vacation I have ever had. Why would I come so far to go home the next day and not finish my 3 day, 2 night stay if it was that great? What purpose would I trouble myself to travel that far just to return home so quick, that does not seem logical and that should be top question for you. I understand you do not take accountability, if someone provides a 1 star you immediately degrade the persons statement and get on the defense in which you did to me on the phone by calling me names, telling me I was "full of shxT", pretending you were talking to your dog as you said derogatory statements on the phone when I questioned you. This is not a business woman, this is not a woman who has their best interests for their customers, this is not a woman who would pick up their phone in the middle of the night to come help you in an emergency without making you feel that you are an inconvenience, this is a woman who is hostile and has no consideration for guests coming out of town. Personally, this is all incredibly sad. I expect BBB to continue to do the right thing and for you, Jodi, to issue a full refund so we can conclude this terrible circumstance. You should be paying for my medical as well but I will leave that off the table for now. Honestly, I would have loved to meet you on different terms, have an enjoyable stay and breakfast, but clearly I was disturbed by the experience and addition to the pain and suffering with an insect bite I got from your unkept scene is unacceptable. Take accountability. That's what a true business woman and operation would do.

  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi Jodi- 

  You may be having a difficult time understanding how a process like this works but I’m sure BBB will explain it better. If you continue to proceed with a “copy and paste” response you are subject to having it affect your profile on the BBB website. I have been very civil with you and want to solve this in the most professional way possible. 
  

  I will need you to address the following:

  1.) The image I provided stating that you are a 3 star Hotel firmly displayed next to your reviews. (Which you called me a liar)
  

  2.) My medical, severe wound and bite documentation from CityMD, with all timing and dates provided. Instead of calling me a liar it would be nice to recognize your faults but it’s not certain at this point if you can take responsibility/ accountability. I included the Staph Infection form as well. 
  

  At this point, I have reported your business to 4 different entities, along with the Fraudulent department which has been excellent in partnering with me. Next - will be the main contact I am connected to with the consumer protections, which I will hold off until I hear from you. As you may have noticed, I haven’t written a poor review on your site, I would like to handle this responsibly and leave emotions out of it like a true business professional would do.
  

  Again, I expect a full refund from Stonecroft country inn, for the 2 nights.
  

  (Your lack of responding professionally is not helping your case, as all of our responses are documented to all entities and institutions.) 

  Sincerely,

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