Complaints

This profile includes complaints for Bernerhof Inn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bernerhof Inn

  US Route 342 Glen, NH 03838

• 

  Bernerhof Inn

  P.O. Box 750 North Conway, NH 03860

• 

  Bernerhof Inn

  PO Box 240 Glen, NH 03838

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:08/17/2024

  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.

  On 7/29 we made reservations to stay at Bernerhof Inn in ****, ** but later the same day had to unexpectedly cancel. Inn did not refund deposit per their stated policy of a full refund of your deposit less a $25. for credit card processing fee. It withheld $50. instead. We immediately tried to call, left a voicemail message and over the 10 days, sent several emails without any return response. On 8/8, the innkeeper finally answered phone and acknowledged $25. was due us and said hed return it to the card on file. It still has not happened. Phone call goes to voicemail, so we sent emails 8/12 & 8/15 reminding him of our conversation. At this point we can only conclude the innkeeper has no intention of following his stated refund policy and will instead keep our $25. The dollar amount is small, but the inns deceit is not.Sent from my iPhone

  Business Response

  Date: 08/30/2024

  To whom this may concern the reservation was booked via phone on Monday Jul. 29th 2024 at exactly 9:24am. The reservation was canceled Monday Jul. 29th 2024 at 8:45pm. Please see attached cancelation policy is as follow. take no penalties and receive a voucher for what you have paid and book at a later date NEVER EXPIRES or bookings under 200 are a ***** anything over a ****** booking is a ***** or larger is a percentage For credit fees we pay. refund was issued same day less the fee of *****. refunds can take up to 10 days to clear via our CC processor as it was removed from our account.  (ALL THE DOCUMENTS ARE TIME STAMPED I PROVIDE VIA MY RESORVATION SYSTEM) Our internet and phone wires were ripped off the pole for over a week before consolidated was able to fix the issue. We have done nothing wrong against ****** as she was refunded as you see in the documents and as per our agreement.  

   

  Customer Answer

  Date: 09/02/2024

  Hello,
  Following up on your email to let you know I have not heard from the Bernerhof Inn.  I appreciate your work in contacting them.  I did note, via your BBB site, that there are a few other similar complaints the owner never responded to, so I conclude he will ignore this on as well.  It isnt the $25. thats so important, its the blatant dishonesty in a local industry by an established venue.  I will let you know if the inn does return the deposit.  Many thanks for your intervention.  *******************

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22157307
  
  I do not accept the inns response. Attached is the cancellation confirmation I received from the inn.  Its cancellation policy is on the receipt as well and clearly states a full refund will be issued, less $25. (not $50.) will be withheld for a credit card processing fee.  I have a photo copy of the receipt that is apparently too large to upload, but the inn also has a copy and its website policy still states the same $25. credit card processing fee.

  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/03/2024

  I rejected the inns response through the form provided but wasnt able to upload a copy of the cancellation.  This is a photo of the cancellation policy that was included in the cancellation confirmation I received. Nowhere do I read any fee more than $25. withheld for a credit card processing fee.  
  Thank you for being so attentive to this.

  *******************

   

  Customer Answer

  Date: 09/16/2024

  Good morning,  Since more than 10 days has passed since I returned a rejected response to Bernerhof Inns explanation for withholding $50. on a cancellation, Im assuming the inn considers the matter closed.  I have no plans to pursue for $25.  For the BBB file on this issue, have attached the cancellation confirmation the inn sent which shows their cancellation fee policy on the invoice.  It does not have any reference to the policy the Innkeeper stated in his response.  Again, thank you for your attention to the issue I raised.  I appreciate it!      Sincerely, *******************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Booked two days Date of stay 12/30/2023 - 1/1/2024 Date left 12/31/2023 Charged $392.17 Accommodation at the inn for 2 days. Left early due to accommodations being unsanitary, unclean, and rude management. I tried to call management and they said no refund

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Received a gift card for a massage. Called The Bernerhof Inn to schedule an appointment in February 2023. Owner, Nick answered the phone and said to send him a copy of the gift card and he would call me back. Copy sent. No response. Called and left messages. No response. Three weeks later called again. Nick said he would talk with Lisa and call me back before 5:30 pm that day. No call, called back several times. Unable to leave a message. Message box full. Called again and Nick said he would call me back that evening. No call, the next day tried to call, no answer and box full. Used a different phone and Nick called back within a minute. Nick gave me an appointment for 5/2/2023 at 1:30. Repeated date and time twice. Nick confirmed. Arrived at the Inn at 1:20 on 5/2/2023. Door locked, rang bell housekeeper let me in. Explained I had an appointment for a massage. Housekeeper left message for Lisa to let her know I arrived. She stated that Lisa is usually there 10 minutes before an appointment. Nick arrived and said he talked to Lisa the day before about my appointment. He said he would call her. After waiting 50 minutes, I asked him what was the follow up as I has traveled over 35 miles for this appointment. He said he would talk to Lisa and they would call me today. He said she could travel north for my appointment as she has portable equipment. They never called. I called and left a message. I tried calling several times and no response. My husband called and left a message. No response. I emailed Nick and received no response. The gift card was for $180.00. In the email I asked for a refund. Poor customer service and this is disrespectful. I travel over a total of 70 miles for this massage. I should be reimbursed. No apology or contact to make it right is not fair to me or any customer. I want to be reimbursed for the gift card. It has been paid, Nick received the money, he needs to refund me. I do not want to go to that Inn ever again.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On August 1 I made reservations for an overnight stay at the burner off in later that day I called and asked them to cancel my reservation the owner agreed and said he would put through a cancellation. A few days later I followed up with an email because I had not gotten a confirmation from their website of the cancellation and did not hear back I followed up two additional times the charge came through my American Express I put a dispute on it it came through again. I stayed somewhere else if I knew he was not going to refund my money I may have stayed there and not gone somewhere else but I canceled the same day I made the reservation online and spoke to the owner directly

• Initial Complaint

  Date:08/01/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  To start off when we arrived there was no one to greet us. We got to our room after not seeing anyone at all. The toilet seat would not go all the way back. I went down and found someone after 15 mins of searching and told them. That was never fixed the whole stay. There were loose outlets in the bedroom the ceiling fan didn’t work and some light switches. We come back from dinner and there’s a bar there. Still can’t find anyone for 15 minutes. Finally found someone. We asked for them to make us a drink. They tell us they only have a beer and wine license and then serve us hard liquor and asked us to be hush hush about it. The juice that they made our drinks with looked like it was sitting out for a while. We brought the drinks upstairs and they tasted terrible like sour from the juice so we dumped them out. Next morning we go for breakfast. They food tastes very old. We were given a ketchup bottle with mold on it. After breakfast we ended up checking out early. When I came down to check out they had their dogs there and they charge me growling as well. I talked to one of the owners to make sure I was gonna be refunded for this night and we checked out before the normal check out time. She said there should be no issue with a refund. Fast forward a week later I get charged for that extra night. So I call to talk to the owner. Had to leave a message no answer. I call the next day and the owner answers. He already has a tone that isn’t good. So I try to talk to him about the charge and he gets more aggressive and starts raising his voice the I tell him not to yell at me. I had a tone at that point as well. He tells me not to call back and hangs up on me. I call back and he tells me he’s gonna call the police and hangs up. So I call back trying to resolve it and then get a call from the Bartlett police department. So I just stop all together The safety for customers at this place isn’t good. Short stair treads loose outlets etc…