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:06/09/2024

  Type:Service or Repair 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.

  These business owners clearly do not know how to run a hospitality business and living off the positive reviews of the previous owners. My Wife and I stayed at this Inn in November of 2023. While we were there celebrating our anniversary we had some very concerning sanitation issues with our stay. We brought it to the inn owners attention at the time of service. At that time I provided a credit card to pay for our stay and we went back to our home state. We proceeded to not get a bill from the inn and my Wife and I assumed that the inn had comped our stay due to our poor experience. Which is why we did not address this issue sooner. Recently which is now almost 7 months since our stay the inn billed our credit card for the full amount. We contacted the inn by phone and by email and were told that we could not have a refund. because " Our books are closed for 2023 and our income has been reported at the Federal level, therefore we are not in a position to offer a refund." I have never stayed at a hotel in my life where a hotels tax error was ever my problem. This Inn clearly failed to charge my card in reasonable amount of time and they charged me after authorization period that my credit card allows them. They would have needed to request a re-authorization from me for them to post the charge. I feel like this business needs to review their business practices at minimum as they have extremely poor customer service and unethical billing practices.

  Business Response

  Date: 06/10/2024

  Thank-you for the opportunity to respond.  ****** and ***** stayed at our Inn less than two weeks after we assumed ownership.  Obviously at that time, we were still very much on the steep slope of a learning curve.  That said, we took their concern very seriously and took action that very day to address the issue.  Since November, we have made many improvements to the Inn and passed our Maine State Health & Safety inspection in January - with no corrective actions needed.
  As for the late billing.  We totally own that mistake - and sent email ahead of submitting the charge to notify ****** of our error.  As mentioned above, we were less than two weeks into running the Inn when this stay took place and we were still learning our booking and payment software.  That's not an excuse and we do sincerely apologise for not running the credit card at check-out.  We noticed the mis-step when reviewing our accounts for 2023 which have now been filed at the Federal and State level.

  We have extended an offered for a return visit - at a substantial discount - and the opportunity to see the improvements since last November.

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I do not wish to stay at this inn again because of how we were treated during and after the stay. Your business also violated credit card posting policies for proper posting of credit card charges since it was almost 7 months after the stay. They did not request a re-authorization since it was after the maximum posting time set by the credit card agency when they charged my card. Once again, an inn owners inexperience in the field of hospitality, accounting and tax mistakes should not be my problem as a guest of your hotel. We would like a refund, not a discounted stay.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/16/2024

  The sleeping room was slept in without complaint. 

  The breakfast was eaten without complaint.  Admittedly there was a complaint after the fact, but no complaint was made during consumption and no food was returned to the kitchen.

  ***** did bring a concern to our attention just before departure and we thank her for doing that.  However, she stated at that time "it did not bother me, but it might other some people".  As mentioned previously, we took immediate action to address the issue and have had no further instances.

  No request for a refund was made at check-out and no offer of a refund was made.  We believe we parted ways, both expecting that the stay would be paid for.

  A non-refundable deposit of $50.00 was made when the room was reserved.  The balance of $154.92 was due at check-out and we completely own that we did not submit that charge in a timely manner and sincerely apologise for the delay, however the stay did take place.

  Having travelled extensively over the course of a 30 year career in corporate *******, there have occasionally been issues with hotels.  At no time, have I ever been offered a refund.  Generally the compensation is additional loyalty points, which obviously does not apply here - or a discount off a future stay - which we have offered.

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

  *****,

  
  I have a degree is hotel administration and another in business administration. I have been traveling in hotels for over 20+ years. I have never had a hotel ever refused to provide a signed credit **** receipt when asked, and not post charges within the Required timeframe by the credit card company and the issuing bank. You have not provided me the signed credit card receipt that I have requested. You have only sent an electronic statement saying that my bill is paid. Your billing mistake is inexcusable and very inhospitable to us as former guests. At a minimum I would like to be compensated for your error and time and Inconvenience it has caused to me and my family.
  

  In your prior communications, we have felt very dismissed and treated like your businesss wallet is more important than being hospitable to us.  The things you have offered We are unable to take. The whole definition of hospitality is to insure your guests cared for. I have always believed that this still applies after the sale.  If youre willing to split the difference and refund us $100. I will drop this issue and not take it any further. Otherwise, I would like my time-stamped receipt that I signed upon Checkout authorizing the charge so that I may seek out assistance from other government agencies regarding your unethical business billing practices. 
  

  
  

  Regards,

  ******