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:03/27/2024

  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 made and paid for a reservation for this hotel from the dates of March 4th through April 2nd. The date that it was reserved and paid was the 29th of February. When I arrived for check-in the room I had reserved was not available to me. I still had to pay my pet deposit. On the 9th of March they made me change to another room citing that the one I was in needed maintenance. The room I was given at this point was not at all what was advertised with multiple damages in the room no security lock on the door no people on the door and old lumpy mattresses. When I went to them to tell them I was going to check out they tried to shuffle me too yet another room the next day. I have never had any problems with the business prior to this but this was completely unacceptable. I paid and reserved a room a week in advance they did not have my room then they move me to a subpar room that looks nothing like advertised on the website 5 days after I got there and when I complained to the desk they wanted me to move yet again. I paid far too much money ahead of time to be treated that way and given a room in the state that the second one was in. I am requesting a full refund of my entire amount spent for the stay both my prepaid reservation and my pet deposits that I paid on arrival.

  Business Response

  Date: 04/11/2024

  
  
  Dear Better Business Bureau,
  
   We would like to extend our gratitude to you for reaching out to us regarding guest ******* ******* recent stay at our hotel.
  
  We understand that ******* expressed her dissatisfaction with the change of rooms during her stay. The decision to relocate her to a room with two beds instead of one was made due to the presence of her two pets, despite her initial reservation being for a one-bed room. Our intention was to provide a more spacious and comfortable accommodation for ******* and her pets in order to ensure her satisfaction.
  
  It has come to our attention that ******* found the two-bed room to be different from what was advertised. We sincerely apologize for any inconvenience this may have caused her. However, we assure you that our aim was to enhance her stay by offering an upgrade at the same price as the reserved one-bed room.
  
  It is important to note that ******* made her reservation through booking.com, which follows a policy of collecting payment in advance. In accordance with our procedures, we only charge guests upon check-in, and booking.com settles the payment on the day of arrival.
  
  Our primary goal is to provide exceptional service and accommodation to all our guests, and we regret any misunderstandings that may have arisen during Barbara's stay. We appreciate your attention to this matter and rest assured that we will take necessary steps to prevent such occurrences in the future.
  
  Should you require any further information or clarification, please do not hesitate to reach out to us.
  

  Customer Answer

  Date: 04/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had already told them that everything with the original room was perfectly fine. What I was told was that I was being moved due to a maintenance need. I was not given an option to move to a similar room. I went from having a nice professional looking room to what was in the photos in the original complaint. When I told them the new room was unacceptable they tried to move me yet again. I made my reservation a week prior to check in there was no reason to be given a room that needed maintenance nor was there any excuse to move me to a room that was actually in need of maintenance. The room didn't even have a security bar lock and many features were in disrepair. I will accept a refund that is equal to what was left of my reservation from the day I checked out. I have not issue with paying for the days I actually stayed nor the pet deposit that was paid. I do however have an issue with paying for time I was not lodging in the establishment. I am adding pictures of what my original room looked like for comparison to what the room I was forced to move to to show why it was unacceptable. The only thing I am requesting at this point is a refund of the money for the rest of my reservation that was cut short due to being given an unacceptable room.
  
  
  
  Sincerely,
  ******* *****