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:05/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 “glamping” tent at **** ******* on April 9, for a stay on May 8 via ***********. On ************* site they claim the tents have a kitchenette and on one of the few pictures posted there is a basket of hand towels. So this leads me to believe there is a sink in the the tent. There is no sink. So I contacted the staff and asked if I could either upgrade to a cabin or get a refund and go stay elsewhere. I get told neither is an option and fool that I am I decided to stay. At 2:45 am I wake up because it is freezing in the cabin. The HVAC is not putting out any heat. I text the contact number and call the supposed 24 hr maintenance emergency line cause there is no staff onsite. I get a few texts at 6 am implying I am an idiot who does not know read a theromostat, then finally, almost two hours later they agree to send someone. I am royally pissed off. This place destroyed a night of sleep for my family on vacation. They show no remorse or empathy. They have posted deceptive pictures of their facilities online and conveniently leave out details regarding the slope the tents are on, both of my kids went sprawling at least once. I want a refund, I want them to their online pictures to accurately depict this place, they need to be more specific as to what is actually available in the tents and the slope. There is no “glam” in this supposed glamping site, which is fine if they were honest and the pricing reflected that.

  Business Response

  Date: 05/19/2025

  Hello, I believe this guest simply did not review the existing descriptions on the listing. We already do note the fact that the bathhouse is not attached as that it is 200 to 300 feet from the tents. We also provide a floorpan photo in addition to detailed photos showing the entire tent which alone should have made it very clear that there is no bathroom inside the tent itself. 

  We do of course apologize that they were unable to get immediate help when they were chill at night. Considering the fact it was 2:45 am I think some amount of grace can be extended here, though of course we do regret we were unable to respond at that time.

  I understand they are unhappy with their experience. And we have already addressed this with them.

  Customer Answer

  Date: 05/27/2025

  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. 
  

  Additionally, they refunded a portion of the cost and agreed to change their description of the tent containing a “kitchenette” when in fact there is no sink. As of right now, however, they are still calling the existence of a mini-fridge and a microwave as a “kitchenette” under their online description. I disagree but wish to close this complaint all the same.

  
  
  
  Regards,
  
  
  
  ******* ********
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Facilities 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 arranged to stay at this hotel as a weekend getaway with my partner. I am from **********. We traveled 6-7 hours through winter storms. The heat did not work. The room instructions provides that error **** on their ** HVAC system can be fixed by turning the breakers off for 15 seconds and turn them back on. This worked once. We were able to get to a max temperature of 56 degrees. Exhausted from traveling, we tried to sleep through it. I sent a message through my app at around 4am after trying the breakers again. No luck. Then sent another 2 messages before noon. Finally my girlfriend called at 2:30 and was told they got my messages and will contact maintenance. Then she calls back at 4 and while they can't get someone to fix it, they can get us a new room. The new room was a downgrade from what we initially arranged. But we were warm. They texted me a day after checkout and when I explained that I will be writing a review, the representative starts explaining how this situation cost them money and their attempts to accommodate us to a cheaper room was the best they could do. Instead of taking the loss as they should and providing apologies in the text exchange, the representative was condescending, wanted to go into technicalities, and nitpick (the pictures I provided of the conversation). At this time, I am seeking compensation for the 1st night. The text exchange really put it over the top.

  Business Response

  Date: 01/14/2025

  Hello, thank you for sharing this. The guest stayed with us in one of our hotel rooms. Apparently the heat was not working, so we provided her instructions for how to reset the heating unit to get it working again. She tried this and it worked. However the heat cut out again later, and subsequent attempts to fix the unit were unsuccessful, so we offered to move her to a new room. She accepted. After checking out she sent a very sarcastic message accusing us of only moving her to the new room once she said something about wanting a refund. We addressed this accusation and clarified that we moved her because the heat was not working and attempts to remedy it had not worked. She responded with sarcasm and unhelpful responses. She was unreasonable and difficult to work with. We did our best to explain the situation and inform her of where we were coming from. But she was unwilling to hear it. It seemed that once she decided we were attacking her, there was nothing we could say to make it clear we were not doing that. Our final interaction was her letting us know she would be leaving a review and us thanking her for informing us of that. The guest did not seem to want to attempt to have a reasonable conversation. 

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I have not received an apology or the billing adjustment for the 1st nights stay. Instead of taking ownership of the situation, a representative continues to point at my conduct. I am unhappy with the responses I have received, because they are extremely emotional for a representative who was not connected to the situation. Instead of trying to smooth over the situation, I am being referred to as unreasonable as the official BBB response. This is the most unprofessional situation I have been involved with. 

   

  "Attempts to remedy it" is interesting when they provide an article on their blog stating how important it is to keep a well-maintained property. Inspecting the heating system is listed. Instead of fixing the HVAC before allowing the room to be booked, they provided printed instructions of how the guest is supposed to work through the problem. I had to google the error code to even realize it was an error. ****. Having printed instructions leads one to believe that not only are they aware of the issue, they have chosen not to fix or replace it. These instructions to turn the breakers on and off were not included in the replacement room. 

  They send a text saying it "cost them money" and using terms like "in an ideal world". This could have been prevented had they followed their own advice.  Especially when instead of trying to figure out politely what could make the situation right, your saying I cost you money. Any lost revenue can only be left at your door. 

  I used the term "run-around" because the first phone call the rep. didn't say they were sending someone until we asked directly, did not provide a time line for the fix from maintenance, and acknowledged that they received my messages through expedia but did not respond until we called. 

  "I am not sure what you are trying to prove here". "I am not trying to argue with you." These are from the representative claiming my responses are unhelpful. An apology would have gone a long way, but instead I received incredulous text messages with implications and excuses.

  Asking for reimbursement for the 1st night does not feel or seem unreasonable. This will resolve my issues with Neat Suites.

  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 02/14/2025

  Hello, I am unsure why this is continuing to be something the BBB is being put in the middle of. The guest was offered a solution to the issue of no heat, they were moved to a new room which had heat. The reason anything was mentioned about "costing money" was because the guest made an accusation that Neat Suites was giving them the "runaround" and claiming that we were trying to avoid spending any money. So the agent simply pointed out that moving any guest to a new room does in fact incur costs for cleaning, I apologize that that was not clear in the communication. At this juncture I am unsure what the guest is wanting. I understand they wish to receive an apology. And I do once again apologize for the situation with the heat and for any offense that might have been taken in the communication after the fact. I once again assure that no offense was ever intended and that multiple efforts were made to de-escalate the situation and explain what was going on. 
  I do hope this unfortunate situation can be put to rest.

  Thank you

  Neat Suites

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I laid out very clearly what would resolve the situation and we are past the point of an apology. I would like a refund for the single night I was inconvenienced. This will resolve the issue. 

   

  
  Regards,
  
  
  
  ***** *******