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:12/07/2024

  Type:Facilities 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.

  Extremely disgusted at this hotels service and living conditions. I moved in and noted there was nasty water and human hair all over the floor near the bathroom and Arianna ******* told me it was the prior lady who had lived there fault and that someone would take care of it for me which they did not and even ended up using it as a way to take my security deposit from me when I left the room in the condition below. Also the place is so understaffed that a resident legitimately died here and nobody even noticed for a entire week, not only this but they closed to pool after one day of it being open due to unsanitary conditions aka they dont care to clean the amenitys the advertise. Also the place isnt exactly the safest as the gym door was busted opened and could not be shut properly or locked and the laundry room caught on fire after the main office was closed so it was on the residents to handle it on themselves or burn. On top of all of that they did not give me my security deposit of 2 grand back for carpet damage which I even I noted the room had prior to my move in on the intake check in sheet. I provided pictures of the condition of room when I left and I would like my security deposit back.

  Business Response

  Date: 12/23/2024

  After departing, this guest was informed that he would not be receiving his security deposit back. A package with photos, invoices and reasons were mailed to his new forwarding address, however he claimed it was not received. After receiving negative reviews online from himself and a friend, we reached out to try and resolve the issue as the slander and completely inaccurate accusations such as the ones in this complaint with the BBB were being repeated over and over. After speaking, it was agreed that his deposit would be returned to him since he did not receive the documentation that was mailed and delivered to him. He claimed that he was heated and wanted his deposit back, and that once received he would remove the poor reviews he eft. The deposit was refunded to him in full and overnighted back to him. The check was immediately cashed and we have had past rent payments being disputed through ****** Battys credit card company. We hope someone from the BBB does read this and understand the situation. Please reach out if any other information is needed. 

  Customer Answer

  Date: 12/27/2024

  Hello to whom it may concern, 

  
  

  Although it took some time. I have received my deposit back from Daniel Webster. I have attached the requested doc below. 

  
  

  I appreciate the help during this time!

  
  

  ****** *****

• Initial Complaint

  Date:02/23/2023

  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 had a leak February 9th 2023 from the unit upstairs going behind our bathroom mirror as well as dripping from ceiling to counter. The water entered under the sink as well, ruining our stuff and coating everything in a yellowy-brown liquid which smells like toilet water fecal matter and urine. We contacted the hotel and they sent a maintenance man to look at it. He ripped a hole in the ceiling and then left it open because he didn’t have the parts to fix it or stop the leak. They needed to shut off the water from the unit above us, but the guests wouldn’t let the maintenance in during working hours because one guest was sleeping. Even though it was an emergency!!! So the water continued to leak and drip until the next day. We can’t utilize the bathroom sink area at all and it’s a huge hassle. The water got onto the floor and the carpet and flooring is curling up 6” high around the sink/cabinet.
  My husband and I asked for a different room because it’s unsanitary and disgusting and a huge hassle. I am a travel nurse and pay 2250 to stay in this room. They said they didn’t have any, but they do have some 1 bedroom suites for an up charge to around 2650. So I’m put out of my room due to their old leaky pipes and toilets but I would have to pay to escape that? This place has only offered to pay for damaged items and that’s it. I want to be paid back for every day that I’ve been in this unsanitary and unsafe room. The smell is horrendous. I really can’t believe they cannot accommodate us with another room free of up charge. I want my money back for every day that I’ve been forced to stay in the room. I also find it disturbing that the property manager does not want to fix the issues while everything is still wet, and dry it out properly. They finally fixed the pipe February 14 2023. But, the ceiling was patched so badly there’s still holes in it, and is unfinished STILL February 21st!! They made a mess all over the mirror and carpet as well with the dry wall after installing a new pipe piece. I still have to stay here until March 11th.

  Business Response

  Date: 02/23/2023

  After receiving this notification from the BBB, i tried giving ********* a phone call. I will await a call back as well as try again so we can discuss this issue. 

  Unfortunately there was a plumbing issue as she mention from the room above that created a mess. After trying to handle to issue inhouse a plumber had to be called in order to resolve the issue. As discussed with the guests, anything damaged we would be happy to replace, and we are still awaiting the list and amount. Of course this plumbing incident was out of our control, however we do sympathize with our guests having to deal with it. 

  The team here on property was instructed to offer ********* another room, and I was told they declined moving rooms. It is being made apparent now that there was a miscommunication and we certainly would not be up charging them for a different room. We still have this option open for them and we are actively trying to offer this to them again. 

  This is an internal problem with communication as the message relayed to me was they would prefer to wait to have the remainder of the ceiling fixed until they fully depart on March 11th. 

  There has been a few days I received a notice that *********'s husband, would be down to meet me in person to go over what we can do for them and the damaged goods. I am hoping to speak with them in person or at least over the phone by the end of they day so we can let them know the credit we would be providing and how we can get them into another room if they are willing to do so. We certainly do not plan to upcharge them for an issue on our end. We do not want our guests to suffer over something out of there control. 

  I will honestly say I am truly troubled to hear that ********* has been neglected like this or feels she has. I do wish i spoke with  them directly instead of the staff handling this issue, because I believe in resolving the issue that occurred, there was a lot of miscommunication.