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Business Profile

Hotels

Lark Hotels, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lark Hotels, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lark Hotels, LLC has 27 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/05/2025

      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.
      I cancelled my booking with Bluebird *********** (Lark Hotels) 4 weeks ago, well within their free cancellation period. I was subsequently told that they would send me a cheque within 90 days (?!), as they changed operating systems and could not refund my original method of payment ******* I advised them I cannot accept a cheque as I live out of the country, and cannot deposit a foreign funds cheque. My concern was quickly escalated to the Operations Manager, who promised to sort this out for me. I let him know that I would still be in the area during the original booking dates, and could accept cash instead or come in to complete a manual **** refund. He said no, and that it would have to be a wire transfer through the bank (which of course I will incur charges for now, which I dont feel is fair). I soon after provided them with the needed information for the wire transfer, but have yet to receive a refund - that was 3 weeks ago. I have had to chase the Operations Manager for updates, to which he tells me they will look into it and get back, but then never do. I am growing extremely impatient, and am feeling increasingly frustrated as this business practice is unethical and possibly even illegal? Lark Hotels is holding my money with no anticipated return date, and no communication or transparency about the process. It is disheartening to see other BBB complaints of the EXACT same nature. This is absolute abhorrent behaviour from a business.

      Business Response

      Date: 06/09/2025

      Subject: Fund Transfer Update

      Dear *****,

      Our accounting team has processed the wire transfer of $218.81 USD (approximately $314 CAD) from our ************* account. The funds will be sent on Monday and should appear in your account by Wednesday.

      If you do not see the funds by then or have any questions, please let me know.

      Thank you for your patience. We look forward to your next visit.

      Best Regards,

      ***** ****

      Regional Operations Manager

    • Initial Complaint

      Date:03/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 made a reservation on March 2, 2023 for two nights in August 2023 at ************ Hotel, **************************************; the rooms were over $800. Per night for a standard room but we thought we would splurge for the ******* Jazz Festival. I am sure the hotels will be sold out. I cancelled the reservation the next day, on March 3, 2023. The Hotel ******** charged me a $25. Cancellation fee despite the fact that the check in dates were five months out. I called and was told we charge everyone a cancellation fee regardless. This is a total consumer rip off. I called and emailed the hotel. I can forward the email if needed. Confirmation number *****.

      Customer Answer

      Date: 03/19/2023

      The business merely replied that it is their policy to charge everyone for cancellation no matter what, even if cancelled months ahead or reservation made less than 24 hours ago.  I called twice to speak to the manager and he did not call me back. I find all of this very unsatisfactory and it is a consumer rip off and junk fees, very unfair to consumers. Thank you for following up on this.

    • Initial Complaint

      Date:10/20/2022

      Type:Product 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.
      The property looks beautiful from the pictures, and we were very excited to stay here. Unfortunately, being hit by a category 4 hurricane changed our plans.We canceled within the required time period to receive our deposit back, however at this time( 3 WEEKS later) have still yet to get it.Multiple phone calls have yielded little results, other than being told it " has been sent to accounting again for processing". The last employee I spoke with about this actually apologized to me and agreed it was unacceptable the way we have been treated.Needless to say, I'm LIVID and extremely disappointed in the way this has been handled. Still, no refund of deposit. Oh, and we have yet to hear from a manager, nor has The Merchant reached out to us in any way to attempt to rectify this.It seems to me Lark Hotels doesn't care about their guests affected by natural disasters, and that if you cancel within a timely fashion, you will need to continue to chase after money that should rightfully be refunded to you. I'm absolutely disgusted.

      Business Response

      Date: 10/25/2022

      Good afternoon *********************  

      I'm just being made aware of how we failed to act quickly to return your deposit and I'm sorry for that.  Please know we absolutely care about our guest, I care deeply about everyone that stays with us and those like you that made plans to stay and needed to cancel for any reason; I am sorry we appear like we don't care about you and the impact the hurricane had on you.  We should have resolved this quickly and I need to better understand and correct our internal process so that we are more timely in our response as well as our follow-up.   I received notification of this complaint from the BBB today.  I took a couple hours today to understand where our internal breakdown was and it seems we had a check issued and ready to cut this week, 4 weeks to late.  And upon further investigation I just learned that you put forth a charge-back to get your funds returned, and I understand why you did.  I can see on line that the account was debited on October 19th and that it should post back to your account within 3 to 5 business days.  

       

      I wish we were ahead of this from the beginning with you and that you did not have to go through this and that we made it simple and easy.  If the funds do not hit your account and or you'd like to have any dialog, I'd be happy to hear you from you.

      Regards,

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

      CEO Lark Hotels

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

    Lark Hotels, LLC is NOT a BBB Accredited Business.

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