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Business Profile

Hotels

Kimpton Brice Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Booked for a spring break trip to ********. Under the assumption that this hotel could keep up to the standards of the Kimpton brand, we soon faced rude and incompetent staff (including front desk employees and valet). On the first day, it was pouring down rain and we needed to retrieve umbrellas from our car. Upon requesting out car, we were confronted by a valet driver who felt the need to explain to me the concept of valet and the understanding that if I wanted to get umbrellas out of my car I needed to go and search for the car in the garage. This service is $44/night with in and out privileges. Upon the second day, they failed to clean our rooms until 6:45 pm that night. We were told that there were over 300 rooms and only two housekeepers. During the time they were supposedly cleaning our rooms, we had to sit outside in the patio area for more than an hour. Once we returned to our rooms, we quickly realized they made up our bed with the same dirty sheets. When I complained to the manager she stated "travel is a privilege many can't offer so be grateful." The entire time we felt like a burden and would be referred to by our room number. This current staff is running this hotel into the ground. ******** is a beautiful city and this hotel is a disgrace. Do not book at this hotel! You'd be better off at a Motel 6.When asking the front desk staff for clean ************************** at the front desk threatened to call security on us. Her co-worker stated that they didn't have security. My friend is African American and only threatened to call the cops on her even though there were other individuals complaining how filthy their rooms were. It became clear that ****** was intoxicated as she was stumbling and slurring her speech. According to other staff members, this is not the first time she has been intoxicated. After realizing the potential repercussions of her outburst she attempted an apology. The following day the free rooms were rescinded due to our poor behavior.

    Business Response

    Date: 03/22/2024

    Good morning,

     

    The guest in question was removed from the hotel due to harassment of our staff.  They actually chased one of our room attendants into an employee area.  We do not have 300 rooms we are only 145.  We did not receive any other complaints on "filthy" rooms during this time.  ***** actually has a speech impediment and has since resigned.  We have refunded the entire stay as of 3/13/24 as per a conversation with the person who booked the room.

     

    If you have any further questions, please reach out to me directly.

     

    Sincerely,

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

    General Manager

    Kimpton Brice

Kimpton Brice Hotel is NOT a BBB Accredited Business.

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