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:07/19/2024

  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.

  I made a reservation through Expedia and the Kennebunk Inn. I am 74 years old and my wife is 72 years old. I was for July 15, 2024. It was for a 2 bedroom suite for $204 plus tax, total bill came to $277.29. On line it showed beautiful rooms, bar, restaurant with awesome food.When we arrived there was no operating bar or restaurant and our room was on the third floor with no elevator. I have heart problems and could not carry luggage up 3 flights of stairs and down a hallway to a room with a window air conditioner. There is no way we could use this room.On line showed an awesome place that was a dump and refused to give us our prepaid money back saying that expedia had it. When I called expedia they said that the inn had it. We never used any of their services, drove three and a half hours there and ended up going home which took 4 hours. This is a total scam and fraud. We are on social security and this is a lot of money for us and now we can't even speak with someone at the Inn. I am asking for our money back. Is this the way to run a "good" business? Please help us. Thank you ******* and ***********************

  Customer Answer

  Date: 07/30/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/31/2024

  All of the information regarding our hotel is up-to-date and accurate. We are a historic inn, and we let all guests know that we have an old building with no elevators and without central air. Our front desk team offered the guests a different room on a lower floor, but that offer was declined.
  When guests book with Expedia or other online travel agents and pay them directly, we are unable to refund the guest directly and that must be done through the online travel agent.

  Customer Answer

  Date: 08/01/2024

  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.]
  
  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,

  *******

   

   

• Initial Complaint

  Date:05/16/2023

  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.

  We check in to our hotel room and it was not what is pictured online. We arrived at 812 pm on Friday May 12th and had to check out at 5-7am the next morning. The shower was all falling apart the paint was chipped all along the top of the entire shower. The sink doesnt drain in the bathroom.The outlets dont work in the room the plug just falls out. When I tried using the iron and the blow dryer or plugging in my cell phone cables.The air conditioner in the window was so loud and old we could not sleep at night. When we tried to shut it off to sleep in quiet the room became so hot we started to sweat. The air conditioner needed to be put back on and we were kept up the entire night. No other room in the hotel was available with a bed for us as well as an option for our son. We booked our room at this hotel due to the walking distance to the center of town would be easy for our son who has a diagnosed hips condition. We booked this room with the separate bed for our son who is three years old.No where online is shown the horrible condition of the bathroom shower and the loud construction noise level of the air conditioner.Our room number is room #***

  Business Response

  Date: 05/17/2023

  Thank you for reaching out! We appreciate all feedback we receive from guests as it helps us to improve the guest experience. However, in this instance, we do not have a room number or guest information that matches the guest information or room number given, so it appears that this complaint is not for our Inn. ******* is often mixed up with a similarly named inn in a neighboring town.

  Customer Answer

  Date: 05/17/2023

  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. 
  

  the room number is 323, my husband ************************************ booked this room therefore is it under his name. 

  [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.]
  
  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,

  Vaia

   

   

  Business Response

  Date: 05/19/2023

  "the room number is 323, my husband ************************************ booked this room therefore is it under his name. "

  I understand your frustration, but The Kennebunk Inn does not have a Room 323. Our highest number is 39. We also have no reservations under the name ************************************. I believe you may be mixing ** up with another inn. 

  Thank you!

• Initial Complaint

  Date:08/12/2022

  Type:Sales and Advertising 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 paid in full for a hotel stay at Kennebunk Inn in *****. Not only was the hotel very outdated and uncomfortable, but I had to check out after 1 night due to a family emergency. I had paid for 3 nights. They refuse to refund the two nights totaling over $800. I told them about the situation and checked out prior to 11am. Im happy to accept a free for early check out but keeping $800 for unused services is wrong.

  Business Response

  Date: 09/10/2022

  Thank you for reaching out. When a guest checks in for a stay, they are responsible for the entire cost of their stay even if they leave early. If we are able to resell the room, we issue a refund for the unused nights. As a small inn with just twenty-three rooms, last minute cancellations and early departures affect us greatly which is why we must adhere to this policy. Unfortunately, in this case we were unable to re-sell the room, so a refund was not able to be issued.

  This policy is in line with the laws in the State of ME. The *** in this link from *****.gov has more information regarding this: https://www.*****.gov/tools/whatsnew/index.php?topic=AGOffice_Consumer_Law_************=*****&v=article.