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Business Profile

Hotels

The Lodge at Russell

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:02/05/2024

    Type:Billing Issues
    Status:
    Resolved
    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 2/3/2024 I checked into this hotel. Around 3am I began hearing noises in my room and around 6am I found a mouse in my grocery sack of food. After further inspection I found mouse droppings in the dresser, and under the sink. When I contacted the front desk after packing up my kids I was told “I’m sorry” after a phone call to the manager she came back and found me in the breakfast room and verbally attacked me after giving me a $15 refund. Its not about the money for me it’s about the cleanliness of the hotel itself.

    Business Response

    Date: 02/09/2024

    Dear *******

    We are sorry that you had such a difficult experience. We have traditionally provided a successful hospitality experience for our customers and as you can see by the generally good reviews, we strive to correct any inconveniences that may arise. As our manager stated earlier, the cold is driving wildlife indoors, and we are actively fighting pests as a result. We are utilizing pest control measures to the best of our ability and we ask for your understanding. As soon as you reported the mouse, the room was closed for cleaning and pest control before being allowed to rent again, and since it was morning when you reported your finding, the manager offered a discount on the room as an apology. When she reported the issue to us (owners), she had already asked permission to comp the room since we take pride in our cleanliness . Your room has already been refunded and we have actively sought a resolution to the issue. We hope you had an otherwise pleasant time in Russell, and we look forward to a second chance at serving you again, without unwanted roommates. 

    Thank you for the opportunity to address your concerns and we apologize that we did not meet your expectations. We have traditionally had a successful hospitality experience with our customers and, as you can see by the generally good reviews, we strive to correct any inconveniences that may arise. As our manager explained, the cold is driving wildlife indoors, and we are actively fighting pests as a result. We are utilizing pest control measures to the best of our ability and we ask for your understanding. As soon as you reported the mouse, the room was closed for cleaning and pest control before being allowed to rent again, and since it was morning when you reported your finding, the manager offered a discount on the room as an apology. When she reported the issue to us (owners), she asked permission to comp the room since we take pride in our cleanliness. Your room has already been refunded and we have actively sought a resolution to the issue.  Although inconvenient, we are glad you contacted the Better Business Bureau and our licensing authority with your complaint as the State inspector visited us today and we passed our inspection with flying colors with no evidence of pests and much praise was given to our staff.  If you wish, we will be happy to send you a copy of the inspection report.
    ******* ***** Owner

    Customer Answer

    Date: 02/10/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



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

The Lodge at Russell is NOT a BBB Accredited Business.

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