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:11/27/2024

  Type:Product 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 was so excited to finally stay at the Boltwood for one night as a gift to myself for deep rest before the holidays. I was given a hotel room directly under a loud construction zone with no forewarning. See my attached letter. I would like a full refund. The general manager finally offered me 50% off reduced rate this morning after my multiple complaints of loud banging, hammering, drilling at my hotel room. No one at the front desk ever forewarned me of the construction zone beside my room! I came to get deep rest before the holidays for one night and instead am leaving a nervous wreck from unexpected banging noises. It seems an unethical business practice for a hotel to rent rooms with no forewarning whatsoever of loud construction noises. I was deeply startled when I got in a nice relaxing hot shower this morning when suddenly I heard loud banging, hammering and drilling. It was so very startling that I had a panic attack as I had no idea my room was directly in the construction zone during the holidays. No one told me anything about construction when I checked in after chatting with two separate front desk clerks last night. I feel I deserve a full refund for this shady business practice of housing guests in a construction zone with no forewarning. I thought I would be getting deep rest before the holidays, but am leaving a nervous wreck from two hours so far of drilling, banging and hammering directly beside my hotel room. I am simply seeking a refund and that is all. Thank you for your time. The room was $166, and the general manager finally offered me $87 rate after my many complaints, but I feel this is unacceptable for the loud banging noises I have been subjected to with no forewarning whatsoever. Thank you for your time and assistance. Best wishes, Elizabeth

  Business Response

  Date: 11/27/2024

  Thank you for taking the time to share your experience.  I want to personally extend my deepest
  apologies for the disruption you faced during your stay. Your comfort and
  satisfaction are of utmost importance to us.
  We strive to maintain transparency with our guests,
  particularly regarding any circumstances that might impact their stay, such as
  construction. I regret that proper communication was not provided to you at
  check-in as you did not have a prior reservation where you would have received this
  notification.  We are addressing this
  issue with our front desk and management team to ensure that future walk-in
  guests are appropriately informed of any potential disturbances.
  As a gesture of goodwill and to restore your trust, the
  general manager did already honor a full refund of your stay.
  Thank you again for bringing this matter to our attention. I
  deeply regret the impact this had on your holiday preparations and assure you
  that we are taking the necessary steps to prevent such occurrences in the
  future.

  Customer Answer

  Date: 12/03/2024

   
  
  Complaint: 22611966
  
  
  
  I am rejecting this response because: I have read the response from the inn and there response is weak. While I did walk in without a reservation that does not in anyway prevent the front desk from telling me there is construction and that they KNOWINGLY put me in a room directly beside the construction!  What a horrid response to deflect responsibility at check in as I spoke to TWO clerks at the front desk that night, neither of whom forewarned me about construction.  They both knew I was a walk in and NEITHER of them told me there was construction.  Given their weak response, I now ask they they not only refund me, which they did after many many stressful conversations, I would like another stay complimentary of management.  There was no excuse whatsoever that the front desk clerk could not forewarn me of the horrid loud construction zone noise when I checked in!!!!  There response was unacceptable.  Thank you.
  
  
  
  Sincerely,
  
  
  
  Elizabeth Rigby