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:09/22/2023

  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 booked a room at the location on 8/18/23 and they charge my credit card upfront for a total of $1137.72. Then a few days later on 8/22/23 they charged my credit card $53.00 for the parking fee. The reservation at the hotel was made for 9/22/23-9/24/23. I had received the first phone call from the property from an unknown woman. She was inquiring about who was staying at the hotel and if we needed any information for our stay. The phone call was pleasant and kind. The next day, 9/19/23, I received a 2nd phone call from the property and this phone call was rather unpleasant. The woman, Mary ****, was condescending and rude and alleging that we had lied about the guests coming and there was need for an additional charge. This was very offensive. Extremely rude and unprofessional, she falsely claims I'm cursing at her and hangs up the phone. A completely erratic response. She then proceeds to charge my card another $53.00 for a penalty. I then attempt to call back to speak with some kind of management to rectify this situation. The number I called was ###-###-####. Unable to get through on that line, I attempted the answering service number ###-###-####. The call screeners then informed me that the hotel refuses to speak with me and that my reservation is canceled and I will not be refund. I then sent an email to reach some kind of owner or management expressing my issue and that I am not canceling my reservation. No response to the email. I continued to call throughout the day and the staff refused to talk to me. The next day 9/20 my wife called a different number ###-###-#### and spoke with "Devlin" who claimed to be a manager. He then repeated that the hotel is canceling my reservation and not refunding the money. I made another attempt today to reconcile speaking with "Andy" and the hotel refuses to honor my reservation and refusing a refund.

  Business Response

  Date: 09/25/2023

  This guest has submitted a summary of events that contains factual inaccuracies.
  
  First, the second $53.00 charge was not a penalty. This charge represented the cost of overnight parking, which the guest indicated was required after the Flag House Inn Concierge conducted a routine pre-arrival confirmation call.
  
  Second, the Concierge never lost her professional bearing during the course of her phone call with this guest. However, the amount of profanity and hostility that this guest exhibited during subsequent phone calls was without precedent for the hospitality group that owns the Flag House Inn. This group has managed hospitality properties for more than 10 years. After the guest directed several personal threats toward the Concierge and the property, the ownership group was informed of this behavior due to concerns for the safety and security of the hotel staff and its other patrons.
  
  The president of the company made the determination to cancel the guest’s reservation due to the security concerns that this guest presented. Due to the Terms and Conditions that were agreed upon during the booking confirmation, the guest did not qualify for a refund.
  
  The hotel has filed a report to the City of Annapolis Police Department. The APD was at the property during the prospective guest check-in window due to the threats that were made by this guest.

  Bureau Response

  Date: 09/25/2023

  Thomas ******
  
  
  
  *** *****
   
  
  
  
  Dear Thomas ******:
  
  
  
  This message is in regard to your complaint submitted on 9/21/2023 against Flag House Inn.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Flag House Inn. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  This guest has submitted a summary of events that contains factual inaccuracies.
  
  First, the second $53.00 charge was not a penalty. This charge represented the cost of overnight parking, which the guest indicated was required after the Flag House Inn Concierge conducted a routine pre-arrival confirmation call.
  
  Second, the Concierge never lost her professional bearing during the course of her phone call with this guest. However, the amount of profanity and hostility that this guest exhibited during subsequent phone calls was without precedent for the hospitality group that owns the Flag House Inn. This group has managed hospitality properties for more than 10 years. After the guest directed several personal threats toward the Concierge and the property, the ownership group was informed of this behavior due to concerns for the safety and security of the hotel staff and its other patrons.
  
  The president of the company made the determination to cancel the guest’s reservation due to the security concerns that this guest presented. Due to the Terms and Conditions that were agreed upon during the booking confirmation, the guest did not qualify for a refund.
  
  The hotel has filed a report to the City of Annapolis Police Department. The APD was at the property during the prospective guest check-in window due to the threats that were made by this guest.

  Bureau Response

  Date: 09/30/2023

  Complaint Handler
  Flag House Inn
  ** ******* **
  ********* ** ***** 
  
  
  
  
  
  Re: ID * ******** * Thomas ******
  
  
  
  Dear Complaint Handler:
  
  
  
  Thank you for your recent response to Thomas ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 09/30/2023

  Thomas ******
  
  
  
  ** *****  
  
  
  
  
  
  Re: ID * ********* Flag House Inn
  
  
  
  Dear Thomas ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  

  Customer Answer

  Date: 11/10/2023

  According to the hotels own billing itemization the parking fee was in the original amount charged. Copy of the bill will be included in PDF form. First lie from the hotel.

  Second, This is just completely inaccurate and a downright fabrication of the truth.  The hotel called on 09/18 at 11:32am for a pre-arrival inquiry. We spoke for 4 mins, as you will see in my phone records. At that time I informed them the amount and ages of each guest coming (two of which are small children under 4). They had no problem at that time. They didn’t cite any kind of hotel policy, or express any displeasure at all. In fact, they asked if I need any help finding restaurants or other accommodations during my stay. They even sent me a 'welcome email’ the following morning on 9/19. Based on that evidence, and I will provide you with copies of those documents, Flag House Inn cannot be trusted or believed when they make any kind of statement.  Following the welcome email, at 10:17 am on 9/19 I received a secondary phone.  This phone call is where the Flag House Inn now decided that I would have to have an additional charge for my stay.  I was accused of trying to deceive the hotel about the amount of  guests, to which I took offense. Especially when we had just spoke openly 24 hours prior. This is also the phone call where my reservation was cancelled by them. When I called immediately back this was what I was informed. Now they claim the president of the company made this determination in these few minutes. Completely unrealistic claim.

  The duplicitous behavior of this hotel needs to be addressed.  This is not a small amount of money they are attempting to scam me out of.  The hotel took the money and agreed to the terms of the stay during the 9/18 phone call.  24 hours later they decided to tack on an additional charge and bait me into an argument by making offensive accusations, being rude and fabricating stories of “threats”.  This is their attempt to justify their unreasonable behavior and take the money and not provide any kind of service. Several attempts were made to reason with different members of the staff in the following days and no sensible resolution could be made.  This only leads me to believe that his kind of practice is common with this hotel. They make claims of safety threats, then they should prove them. Absolutely wild accusations. I was at the property during check in times and there was no police and I have video evidence to prove that. These people are pathological liars.
  

  
  

  Bureau Response

  Date: 11/13/2023

  Thomas ******
  
  
  
  * *** *****
  
  
  
  
  
  Dear Thomas ******:
  
  
  
  

  
  

  I have reopened your complaint and sent your reply with attachment to the business.

  
  

   

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Business Response

  Date: 11/28/2023

  Even though the guest clearly was in violation of the 21-day cancellation policy that all guests must agree to at the time of booking confirmation, the guest was given a full refund for all costs associated with their stay after disputing the charges with the guest's card issuer.

  Bureau Response

  Date: 11/28/2023

  Complaint Handler
  Flag House Inn 
  
  ** ******* **
  ********** ** *****
  
  
  
  
  
  Dear Complaint Handler:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 9/21/2023 by Thomas ******. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  

  According to the hotels own billing itemization the parking fee was in the original amount charged. Copy of the bill will be included in PDF form. First lie from the hotel.

  Second, This is just completely inaccurate and a downright fabrication of the truth.  The hotel called on 09/18 at 11:32am for a pre-arrival inquiry. We spoke for 4 mins, as you will see in my phone records. At that time I informed them the amount and ages of each guest coming (two of which are small children under 4). They had no problem at that time. They didn’t cite any kind of hotel policy, or express any displeasure at all. In fact, they asked if I need any help finding restaurants or other accommodations during my stay. They even sent me a 'welcome email’ the following morning on 9/19. Based on that evidence, and I will provide you with copies of those documents, Flag House Inn cannot be trusted or believed when they make any kind of statement.  Following the welcome email, at 10:17 am on 9/19 I received a secondary phone.  This phone call is where the Flag House Inn now decided that I would have to have an additional charge for my stay.  I was accused of trying to deceive the hotel about the amount of  guests, to which I took offense. Especially when we had just spoke openly 24 hours prior. This is also the phone call where my reservation was cancelled by them. When I called immediately back this was what I was informed. Now they claim the president of the company made this determination in these few minutes. Completely unrealistic claim.

  The duplicitous behavior of this hotel needs to be addressed.  This is not a small amount of money they are attempting to scam me out of.  The hotel took the money and agreed to the terms of the stay during the 9/18 phone call.  24 hours later they decided to tack on an additional charge and bait me into an argument by making offensive accusations, being rude and fabricating stories of “threats”.  This is their attempt to justify their unreasonable behavior and take the money and not provide any kind of service. Several attempts were made to reason with different members of the staff in the following days and no sensible resolution could be made.  This only leads me to believe that his kind of practice is common with this hotel. They make claims of safety threats, then they should prove them. Absolutely wild accusations. I was at the property during check in times and there was no police and I have video evidence to prove that. These people are pathological liars.