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:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Me and my wife stayed at this hotel for 3 days, from 08/03 thru 08/05 and we paid a total amount of $1324.92 for the 3 day stay. This was premimium charge compared to the other hotels in that area. We feel like we really did not get out moneys worth because of the things were wrong with the room and we feel like we did not get the services that were described in the hotel description. There was no **************** during our stay, The shower was leaking from the side of the main spout. The Ice machine was not working on our floor. We could not sit in the balcony which was very small, even for 2 people, because an overhead gutter was dripping water on the seats. And to top it all off there was a dog barking for half the day from an adjacent room. It was completely unacceptable to charge such premium prices and not deliver on what was described. We could not wait to check out of the hotel. I am requesting a partial credit of $100 dollars for each day that we stayed there for a total credit of $300.00. We could have easily found other accomadations for under $1000 for our 3-day stay at other hotels in that region with more amenities and better service.

  Business Response

  Date: 08/21/2024

  **********************,

  We sincerely apologize for the difficulties you experienced during your stay. We want to assure you that our intention is always to deliver on our promise of quality service and it is clear that we have missed the **** in this case. While the incident involving our cable service was due to a supplier error out of the hotel's control, we agree that being able to unwind at the end of the day is an important part of any vacation. We would also like to apologize for the additional inconveniences you have mentioned as they too prevented you from fulling enjoying your stay at the Ashworth by the Sea. The credit card on file has been credited for the amount of $300 plus tax. We certainly hope we will be given the opportunity to welcome you back to show you that this is not the level of service we typically provide to our guests.

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/14/2023

  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.

  -10/10/22 Ashworth by the Sea in New Hampshire charged my CC 551.70.
  -reservation was for the weekend of 9/30/22-10/2/22
  -My husband was in excruciating pain on 9/30- tried to cancel the reservation and get a refund-pain got worse and eventually thought he was having a heart attack and took him to ER. When we called the hotel to let them know we could not make the reservation we were told we did not have to cancel but could use the reservation within the year.
  -Husband is a kidney transplant recipient, disabled police officer on light duty with health issues-could not get away
  -I am a teacher-called in June to inquire about making a reservation and use reservation for summer/fall-was told to book within the year and reservation was fine.
  -Called on 9/11/23 to make a reservation for Oct. 2023 and was told the reservation expired. I explained I was told it was good for the year and that my husband had been in the hospital for the previous reservation. My card was already charged for the total amount that we never used. It was never made clear that we needed to use it within a certain time frame. Unclear, no paperwork stated that.
  -I want a full refund.

  Business Response

  Date: 09/16/2023

  Hello,

  I looked up this reservation in our system and it looks like the reservation was for 10/8/22 to 10/10/22. There is a note on the reservation that you had called in to cancel and we advised you that within the year we would allow you to modify/rebook for another day. I am sorry that your husband was going through the medical issues that he was going through and we appreciate the doctor's note with pertinent information, but this was dated 10/2 and the reservation was for 10/8. With that being said, this reservation was non-refundable and is stated in the cancellation policy and emailed upon booking.

  We would be happy to book you a reservation this year in October but we cannot apply the deposit from the prior reservation. 

• Initial Complaint

  Date:09/07/2023

  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.

  It was the worst stay at a hotel I have ever had. The whole room was filthy. The floor was sticky then when I went out to go on the balcony there was a screw on the floor along with a whole bunch of just plain dirt. I panicked because I thought it was a needle at first and we had our 2 young daughters with us. The Ac/ heat unit did not work, it just ran the whole time even though we had shut it off it drive us nuts, I complained to the front desk about that as well but they did nothing. There was old water left in the tub when we arrived. The bed cover and sheets had like food or something on them, there was 3 pillows that had no pillow cases on them and there was only one hand towel and one washcloth and 2 big towels for a family of 4. I went down to the front desk to get extra towels and pillow cases. The pool area was disgusting please see attached photos of the roof that was full of mildew and it was leaking down on us as we were sitting on the chairs. Even the rug outside our room was filthy it had stains everywhere, the ice machine light was on to be cleaned and descaled. It was not touched the whole time we were there. I always had to go get pool towels because they would never restock them. I was very disappointed. Please see attached pictures for proof. I would like a refund and try to forget we ever went to this awful, disgusting, filthy, dirty place.

  Business Response

  Date: 09/11/2023

  Hi *******

  Thank you for the attached photos from your room which show the vent inside the bathroom, water in the bathtub, and the guest room ceiling that is peeling. I don't see photos of the other things you have listed above. 

  I have checked your reservation details and the room booked was a king size room. The housekeeping team usually leaves what you had mentioned in terms of terry in the rooms for a king size room. I am sorry that we did not have more in the room for you but that you were able to get some from the front desk. If the staff receives complaints about a room not being cleaned, they would send housekeeping to redo the room for you in a heartbeat. I wholeheartedly trust that the staff would not have left you in a room that you are claiming is dirty. We will have maintenance go into this room and clean the A/C Vent in the bathroom and work on the ice machine in the hallway. We do have several ice machines throughout our building and the maintenance team works on them on a monthly basis as needed.

  I am sorry that you had an unsatisfactory stay with us. It looks like the staff adjusted $80 off your rate before you left the property. I have adjusted an additional 10% off of your stay which will reflect with a credit around $160.

  I hope that in the future you can give us another chance.

   

   

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 6/15/23 I booked a 2 night stay with Ashworth by the Sea. The dates of stay were an arrival of 8/25/23 with a departure date of 8/27/23. This was a 2 night stay that cost a total out the door price of $1,163.22. I chose the “Full Payment” Option (Non-Refundable) as the rate was cheaper and I knew I would be coming to Hampton Beach rain or shine. My confirmation number was ********. This hotel was absolutely filthy. It was horrid. Please see the attached photos of the filth, dirt, mold, unsanitary conditions, and peeling paint. But more importantly, please see attached pictures of the bugs that were all over my room and the welts/bites that I woke up to in the morning. I had bites all over me. I am convinced that these are telltale Bed Bug bites. In addition, please see the “Google Image” of what a Bed Bug bite looks like and then compare to what was all over my legs and torso. The manager was cold, rude, and snooty-she blew me right off as if I was bothering her. I am requesting a full reimbursement from the Ashworth by the Sea. This is absolutely obscene and this is outright negligence on the part of Ashworth by the Sea. You can see the filth, dirt, grim, and mold EVERYWHERE in this hotel. Charging these prices for these types of accommodations violates the mutual relationship (governed by the reasonable person standard) between patrons and management. Management is under the duty to furnish a “proper accommodation and to exercise proper care and safety and tranquility of the guest”. No guest in their right mind would pay $493.00 dollars a night to get bitten by bed bugs and lodge in filth. In addition, The Ashworth has committed fraud. Please compare the professional photographed images on their website to the images that I have uploaded to this complaint. These images on their website are a false representation of the quality of the hotel. This is false advertising. Nobody in their right mind would pay $493.00 a night if they viewed the images that I uploaded.

  Business Response

  Date: 08/29/2023

  Dear **** *******,

  Thank you for reaching out to us with your complaints and I am so sorry that you had a negative experience at our hotel. We've reviewed the photos that you've attached and I'd like to address them in detail.

  First and foremost, we use a reputable Pest Services Company that checks monthly for bed bugs. Upon receiving this complaint yesterday afternoon, we had them come out this morning to check the room. They have verified that there is not bed bugs in the room and I am awaiting a report from them that I am happy to forward to you. One of the photos that you've sent does look like a mosquito in the bathroom so that may be related to the bites you are referencing. Flies do also get into the guest rooms when the sliders are open on the balconies. Our hotel has had this contract in place for over a year and we are diligent about getting our rooms checked. We have not had an instance in 5+ years at the very least. 

  You've attached a few photos of the hallways carpets which are badly damaged. We are in the process of changing all the carpets over to LVT Flooring as the carpet choice does not hold up to the sheer traffic and occupancy the hotel. Our carpets are washed weekly if not more and unfortunately the quality is not representative of our hotel. I am very sorry that they look so poorly, but I assure you that we are working to change this actively.

  My biggest concern is the wall crack by the bathroom tub that you've attached. I've contacted our housekeeping department as well as maintenance to take a look at this room immediately. Our summer rates are very high but your room was not representative of why our rates are so high. I agree in your statement of not wanting to pay $493 a night for the room that you've attached pictures of.

  I will speak to the front office manager that you spoke with upon check-out. I am sorry that she brushed you off and was not pleasant to deal with.

  I would like to credit $1,069.81 back to your AMEX. I hope you can give us an opportunity in the future to prove that this was an exception. We are actively and constantly making improvements to our hotel and we want that to be reflected amongst our guest's stays. If you need anymore assistance, or would like to talk further, please feel free to email me at ********@ashworthhotel.com.

  Customer Answer

  Date: 08/29/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  As long as $1,069.81 is credited back to AMEX Account than I am satisfied with the resolution to this claim. If this $1,069.81 is not credited back to my account then I will me opening up another BBB claim against The Ashworth by the Sea.
  
  
  
  Sincerely,
  
  
  
  **** *******