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:08/13/2024

  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.

  The hotel was shutdown due to recent flooding. We reached there late evening after a long day at **********. The owner lives on the property. He simply said ********** is closed due to recent flooding from few weeks ago. There is no water connection yet, and the electricity got restored a day or two ago. Sorry we can not accommodate you". On top of that he denied our refund request, pointing to his cancellation policy. There was no communication from the Hotel to let us know about the flooding and closure of this hotel. So in short, no place provided and they pocketed all the money. As you know, the hotels around ******* are booked months in advance. He just threw his hands up and said you are on your own. This place is remote, no cell reception, dirt road for miles to get to the property, spooky dark in the hallways of the hotel, it smelled like humid and moldy, overgrown weeds and grass around everywhere. The check-in sign on the plywood points to a barn, which was locked up and windows shut closed using plywood planks. No sign of human traffic in months. My biggest issues is that when we met and talked to the owner, he told us that the hotel was closed for weeks. During booking through a third party we provided our email/phone details. Any legitimate business would contact the future guests to let them know about the situation. They just left us stranded in this remote place with no prior communication. Even if their refund policy says, no refunds will be provided, the hotel was closed from their side. We had no intention of cancelling it and we got there per our booking date and time, with the expectation that we have a room to sleep that night. When you look at their multiple page cancellation and stringent policies, it raise a suspicion - is it all deliberate to deceive people? We ended up not finding any other hotels with vacancy in that area and had to drive few hours into ****** and eventually found a place around midnight.

  Business Response

  Date: 09/17/2024

  To whom it may concern, on June 17, 2024, The St. **** Canal Project Siphoning System had failed and the large metal pipes that carry water across the valley and down the ****************** were destroyed. Within a few minutes of the break, the road to Hook's Hideaway Motel was destroyed leaving no access to the property for anyone. We had to shut down our motel from June 17, 2024 to July 8, 2024 due to the flood destroying the power supply and water supply to the motel. We worked very hard to get our motel back up and open to accommodate our customers and employees that were out of work for that time period of being closed. I, ***** ******, owner and manager of Hooks Hideaway Motel, handle all refund requests that are made directly through the motel website and motel booking system, also refunds made through alternate booking sites. In the time period when Hook's Hideaway was closed, we had made an agreement with all alternate booking sites, and they agreed to contact all customers that made reservations through their booking systems. I, ***** ******, contacted all customers that had made reservations directly with Hooks Hideaway Motel. My records show this customer had prepaid through an alternate booking site and I was contacted by the alternate booking site that they had made the reservation through, and I approved the request that they get a full refund. Whether the customer has received a full refund from the booking site is unsure to me, but I did approve the refund on Hook's Hideaway Motels behalf. We apologize for your negative experience with Hook's Hideaway Motel, the damage we received from the major water pipeline break has been tough on our business but we as a family business worked hard to get opened back up. If you would like to see the videos and news on the water pipeline break that destroyed our road and utilities, you can search on the internet St **** Canal project water break on June 17, 2024.Thank you for your time.

  ***** ******.