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:04/09/2024

  Type:Billing 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.

  I reserved a hotel room for 2 ngts at the **************, in ***********, using Hotels.com. Upon check in I was informed of an additional charge to use a CC payment. The listing I reserved stated no cash accepted on site. But at the front desk they demanded cash or extra 4% fee. The staff was insistent that this information was in the fine print of my reservation. It was not. I showed staff the listing on Hotels.com. The staff insisted I had booked through Expedia. I have a receipt from Hotels.com. This lead to a hostile attitude from the staff. Upon entering the room, I found the room to be dirty, hair on the bathroom floor, cobwebs on the ceiling and picture frames and a rancid milk stain on the floor. Most concerning was the safety aspect. The furniture was broken, the chairs missing fabric and the corners of the ** console missing. My 8yo daughter got a splinter within the first 5 mins of being in the room. I brought my concerns to the front desk and was told there are no other available rooms as the hotel was booked. I spoke with a manager and her response was "you already paid and we don't give refunds" It was late we stayed and checked out the next morning. I stopped at the front desk to state we were checking out due to the poor conditions and I wanted a refund for the second night. The front desk staff refused to check us out. Stated she couldn't check us out until tomorrow. She called the owner, who repeated the same line. "You all ready paid, no refunds." I stated you did not provide the services I paid for "a clean and safe room." I am filling a claim with the CC company and I would like a full refund for both nights. Rm 225 should not be rented out to the public. It is a safety hazard.

  Business Response

  Date: 04/11/2024

  First of all, I want to apologize for the delay in response, I had to review camera footage and speak to staff as well concerning this matter.  I'd like to address the rudeness and disrespect of the guest upon check in. Upon arrival, my front desk staff was assisting another guest, which required a short wait time, and this apparently started off her bad behavior. We are a small local hotel and as every other business, we also have staffing issues, so my agent was the only one able to help our guests during this busy weekend.  The guest stated she booked her room through hotels.com, which is correct, however it is under the umbrella of Expedia, so it comes in as Expedia on our end. Hotels.com's site stated we do not take cash, which is inaccurate on their part, we did not and would not put such a statement because even though many hotels do not take cash, we are one of the few that do.  This is because our ******************* has now started charging for taking credit cards, which is not a fee we charge, and this has upset other guests but unfortunately there is nothing we can do.  Many businesses now charge for using a credit card, this should not be new to her.  This charge made her become very hostile and rude,which was a first for us regarding this fee, not only to our staff, but also in front of other customers.  The one customer that witnessed this apologized for her rude behavior after she checked-in, to my agent and even called to check up on her today regarding the encounter he witnessed, which was very sweet. When my agent contacted me to help with this situation, the guest then started getting into a screaming altercation with my agent and me and would not let me get a word in edge wise and all this time the other guest is witnessing this as well (this was upon check-in).  We did not understand half of what she was saying because she was yelling, but she signed paperwork stating she acknowledged our policy, which we also verbally state to each of our guests upon check in and make them sign and initial what we just told them.  She was aware of our no refund policy and if she had told us about her issues at the time, we would have changed her room.  We were sold out on Sunday, not Monday, which is the day she checked in, so we had rooms to move her to. 
  So, to start off, the milk on the carpet reference was actually paint.  We had been working very hard the last couple weeks to get the hotel ready for this very busy weekend and when touching up the ceilings, paint did spill.  We tried to get it out,but unfortunately it would not come out and we could not get the carpet replaced in time for the weekend. The hair on the bathroom floor makes no sense. We deep cleaned this room and all the rooms before the weekend and she never said anything to us about it upon check in.  My staff would have again, moved her, or cleaned it up for her.  In our experience, guest that find something like this, they tell us right away, which she did not, we are just now seeing this in the pictures she posted, which to me seems as if it's a picture she took after they used the bathroom or the close up she took doesn't mean she took the picture from her room.  We had many check outs that day and the day she left so those doors are usually open for the housekeeping to clean, so she could have took it from a dirty room.  I have pictures of them using the room, so they definitely took showers and slept in the beds.  I also had my staff take a video, which is attached, of the room showing it was from that morning she left.  If she was so disgusted and the room was so bad, they most definitily would have used the room.  Then the dresser, yes it did have a chip, we were aware of that, but again, with short time for the weekend, we were not able to replace it in time and guests cause these damages and it's hard to always replace them when we are trying to survive this economy post covid.
  She was aware upon check-in that we have a no refund policy and she signed this on our paperwork and was verbally told as well.  Again, the guest who witnessed her being rude,stood there during her check-in, which I saw on the camera's, and he also stated she was told about our no refund policy as well as he was.  She chose to leave instead of letting us fix the issue and we would have gladly moved her room the next day.  She was given our biggest room, with 2 king size beds and was also given a better rate than anyone else got that day, who paid for just a regular room.   I'm sorry she did not enjoy her stay,but we did expect 1 guest to complain no matter what because there is always 1 and she is the only one.  We had a great weekend, no complaints and everyone enjoyed their stay, and that's because my staff worked hard to make sure we had no complaints.  She utilized the room, they ate breakfast, and we witnessed all this on camera.  She complained about our pool, which is clear as you can see from the photo attached and my night staff said she was walking around the hotel looking for issues she can take pictures of to add to this complaint, which we also saw her doing on camera. We are just trying to survive and guest like her make it very difficult.  There will be no refund, I'm sorry, and we will not allow her to come back, which we are sure she won't come back.  Sorry she did not enjoy her stay, but nothing she states in this compliant is valid, we would have been happy to help her if she had been receptive instead of rude and obnoxious to our staff, myself and my owner and in front of other guests.  My staff or myself will not be treated by anyone in such a manner, she is lucky we did not have her removed from the beginning and she still would not have gotten a refund, because we do have the right to refuse service.
  

• Initial Complaint

  Date:07/23/2023

  Type:Sales and Advertising 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.

  I booked a double king bed, I called the day of reservation to confirm our booking. Was informed that the lock to our reserved room was broke and was offered a double Queen. Received a call back saying the we could book 2 jacuzzi kinds for over 100 dollars more per room. With a double wueen not being big enough we had to purchase another room. Upon getting settled in the room I realized that we were not in a double Queen but a double full. I went and spoke with the hotel manager the next morning. She was very rude and hateful and told me that there was nothing they could do to reimburse us for the money that we had spent on what we thought was a double Queen plus having to spend extra money on another room. She did work on the door lock to the double king we were originally supposed to have to no luck. Now the problems. In the long jacuzzi the jets didn’t even work in the tub and the wooden bed frame was broken. There was one room of a family members that had bed bugs. Another family members room had roaches and their bed frame was also broken and the door would not lock at all. The hotel staff did not provide any more toilet paper or clean towels the whole weekend that we stayed there. Upon leaving we had to pay 150 dollar damage fee for the king jacuzzi room because when my son fell on the bed the frame busted the rest of the way. I would like reimbursed the 150.00 for that as well as the total cost of the king jacuzzi room that we shouldn’t have had to even purchase. This is the worst hotel I have ever stayed in.

  Business Response

  Date: 07/25/2023

  Mrs. ******** originally did book a double king suite, but due to us only having 4 double king suites and her family had the other 3 occupied that left hers and the door lock was not working properly to put her in the original room. Upon my staff trying to explain the situation to the guest staff got our double full-size rooms and our double queen size mixed up and informed Mrs. ******** incorrectly about our rooms due to her being a new employee and was still learning. Mrs. ******** was put into a double full-size room and one of our jacuzzi suites, due to us putting Mrs. ******** in a double full it lowered her rate tremendously she was never charged any extra for the double room she was actually charged less only additional charge Mrs. ******** had was having to rent a jacuzzi suite but at any time Mrs. ******** could have declined the offer for the jacuzzi suite. My staff and I was trying to accommodate the guest the best we could with the limited number of rooms due to us being sold out this past weekend. Throughout the night Mrs. ******** constantly bugged front desk staff about when the manager would be in, and they explained several times not till 7 a.m. Upon my arrival to my shift Mrs. ******** came down and instead of politely discussing her issues with me she wanted to scream and yell, I apologized to her several times for the confusion and the door being broke I was in no way rude to her even after being screamed at I politely informed Mrs. ******** that I was going to work on the door to her original room and that if I got it working I would move her to the room at the same lowered rate she paid for the double room and would refund her a 1 night stay on the Jacuzzi  suite, working on the door consumed my entire shift and I was still unsuccessful at fixing it, I explained to Mrs. ******** that I was unsuccessful at getting the door lock working and I had no other option to help Mrs. ******** because we had no other rooms available due to us being sold out with her family occupying most of them. Upon Mrs. ******** checking out my housekeeper noticed the bed was busted in the jacuzzi suite. The guests occupying that room never informed front desk they had broken the bed or that it was "previously broken" or that there were any issues with the jacuzzi jets. Had front desk been informed of the issue or complaints we would have been able to move the guest to another room jacuzzi suite we had. The bed frame is busted to were its not repairable and due to guest not informing front desk about busting the bed frame there was $150 damage fee, which a contract upon checking in is signed stating any damages or smoking done in rooms there will be an additional charge. We will not be able to issue the refund Mrs. ******** is asking for due to the damages. I have attached pictures a of the bed frame the day of checkout and I offered to show them to Mrs. ********, and she declined. Our other guests as well as all the staff complained about Mrs. ******** and her family during the duration of their stay for being very rude to all staff, allowing their children to run up and down the halls, in the lobby unsupervised screaming loudly at all hours, disturbing other guests, defecating on our pool deck and not cleaning it, damaged the pool ladder by taking the steps completely off the ladder which caused us to have to shut our pool down for days for sanitation reasons and repairs. I had informed the owners of the issue staff and I had with Mrs. ******** and her family and was informed to charge for any damages that occurred and was only charged for the bed frame.

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Upon arrival my card was declined, which is a bit stressful when you arrive late and have nowhere else to stay. I was not rude as I was trying to figure out details about why my card was declined and how else I could pay for the rooms. I asked hotel staff 1 time about when the manager would be in and I called the next morning to verify. I did not bug them all hours of the night. When I went to speak with the hotel manager the next morning, her demeanor was already very derogatory. I’m assuming it was because I called the front desk the night before and told them I was not happy about being given a double full when I was told over the phone I would be getting a double queen. I asked the manager why I was given a double full instead of the double queen and I was informed that the staff that told me that was new to the front desk and had previously just been a housekeeper and I should have asked to look at the room before I checked in to make sure I was being given the right room. So, yes I was upset that the staff did not make sure I was getting the room that I was told I would get, as I would assume it’s their responsibility to do that and not mine. So yes, I was upset but the manager of the hotel was not exactly polite, as she put it. She was very rude in tone and demeanor. I did apologize for my attitude, as did she. I declined to look at the pictures because I walked down to the room with her to personally look at the damages. The children running up and down the halls and being loud, was indeed not the children that I personally had with me. My children, who are 3,2 and infant were all in swimmers for babies/toddlers and at no time did they relieve themselves in the pool.We were only in the pool 1 time our entire stay there and were in there for less than one hour because, after we got in the pool staff informed us  that to swim it cost 5 dollars per person per hour ,  which is ridiculous because the pool use is advertised on the hotel website as a free amenity and at no time during our check in were we informed that it was going to cost extra. Upon us leaving the pool, there were other guests actively swimming for about an hour after. Not sure who would continue to swim in a pool that has fecal matter in it?!? The family that I booked rooms for and personally brought with me, did not cause the hotel or it’s other guests any problems and did not cause any damage other than the bed in the jacuzzi suite, which was promptly and immediately paid for. As for the jets not working in the jacuzzi, it wouldn’t have mattered if they were told they didn’t work, the issue would not have been attended to. Yes the manager and 1 maintenance man did try to fix the lock on the door to the room I originally booked but there were at least 2 other door locks that didn’t work either. Which upon check out the manager was informed of. They were not locks to rooms I paid for.  Yes, there were a lot of other guests that happen to be extended family  but the family that I booked for and brought with me were not any part of all the other stuff that “should have been charged for” and I don’t appreciate the implication otherwise. This hotel’s priority is most definitely NOT a good guest experience. Lesson learned, the next time we travel to the area, I will book an Airbnb or a different hotel outside of the area. This hotel got my money but it will not get my money again. I do not usually book cheap trashy hotels and will not do so again. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 07/30/2023

  I apologize it has taken me a few days to respond. I was out of the office and had to review our camera footage during Mrs. ********'s stay regarding the new claims. Our response to each claim is as follows.

  Room and damage charges: Mrs. ******** originally booked a double king suite for $102.00 plus tax with nightly rate being $113.22 bringing her total to $226.44. Due to Mrs. ******** not being able to stay in her original room because the door lock was not working ( something that is completely out of our control) we moved Mrs. ******** to a double full size standard room which lowered her nightly rate down to $75.oo plus tax totaling a nightly rate of $83.25 bring her total stay to $166.50, we even gave her a 105 discount and brought her payment down to $149.85 to accommodate the guest for the circumstances surrounding the door lock. My staff per my orders called Mrs. ******** back and offered her one of our jacuzzi suites due to the situation which Mrs. ******** could have declined at any time. However, since she accepted the offer for the jacuzzi suite and booked the room for her adult son we gave her a good rate on that room as well, it is originally booked for $155.00 a night plus tax but we booked her for $125.00 plus tax bringing her nightly total to $138.75, with a 10% discount being applied on top of already taking $20.00 off bringing her entire stay total to $249.75.Upon Mrs. ********'s son checking the bed frame was busted beyond repair and due to that reason, there was an original $250.00 damage fee, but her son was only charged $150.00 which HER SON paid and is non-refundable. The concerns about the jacuzzi jets not working were never mentioned to staff at any time during the stay until this complaint was made. Had any complaints been addressed with staff we 100% would have corrected them.

  Bed Bug issue: a guest did come to the manager about a possible bed bug issue and my manager followed the protocol and moved the guest to another room, she shut down the room and immediately called our exterminator. My manager did everything she was trained to do. The entire issue was resolved without any complaint from that guest.

  Clean Linens and Toiletries: We have signs posted regarding clean linens. All guests must return or exchange all dirty linens before receiving clean linens. Room service is to be requested through the front desk staff and housekeeping was unaware guests needed clean linens because again staff was never informed by the guests.

  We are now onto the new set of claims that required me to review camera footage. Mrs. ********'s card declining during check in was in no way the hotel or staff's fault. Her card declined due to insufficient funds to pay for the duration of her stay, so she had a family member pay for her stay which again is out of our control.

  After reviewing the camera footage regarding my managers demeanor, it seems she was very calm, not yelling, body language remained the same up until the very end of the conversation when Mrs. ******** was yelling and getting irate at the manager. Mrs. ******** is denying this occurred but as she stated in her complaint came back to apologize. 

  As for the pool usage going back to video footage again, yes Mrs. ********, her family and all her extended family was enjoying the pool for hours on the evening of Saturday July 22nd, at no time did any staff member walk into the pool room and tell Mrs. ******** and only Mrs. ******** that she had to pay $5.00 to swim, but her extended family could swim for free(doesn't really make much sense) However what my staff did do was go and get towels for Mrs. ********'s babies because they were freezing after leaving the pool room and staff even helped wrap them up to get warm. The other guests Mrs. ******** is referring to in her complaint about guests swimming for hours after she left pool area is in fact her extended family, who allowed their children to defecate on the pool deck/floor and just left it for staff to clean up (which is disgusting and unsanitary.) Video also shows a member of the extended family tearing apart the steps to the pool ladder. With all of this combined we had to shut our pool down for days to sanitize and repair.

  We understand Mrs. ******** and her concerns and complaints but not only has her and her family cost us additional complaints due to the pool damages, the children running through the hallways, screaming and yelling loudly at all hours of the day, they also cost us customers from her family's online false complaint. We are just a small private hotel trying to survive after covid. Making false allegations isn't very nice especially since we tried everything, we could to satisfy them, and video does not lie but due to to the rudeness of her and her family, complaints from other guests and the damages done to hotel property ther will NOT be any type of refund given and Mrs. ******** and her extended family are no longer able to stay at any of our locations.