Complaints

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

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  Green Granite Inn

  1515 White Mountain Hwy North Conway, NH 03860-5156

• 

  Green Granite Inn

  PO Box 3127 North Conway, NH 03860-3127

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:10/15/2024

  Type:Facilities 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.

  The Green Granite Inn stated that they refunded my room on 10/15/24. Upon reviewing my credit card, they charged my card once again,but did not refund either transaction.

  The hotel is now stating that they have my account at zero and that the refinds have been given. 

  I called customer service for my mastercard and all they are showing is two charges for ****** and no refunds pending. Attached is my current matercard statement 

  room 76. The last room that they gave us was beyond disgusting. Fruit flies coming up from the sink, dirty handprints smeared across the walls, reddish brown splatter all over the bathroom walls, Pergo flooring, peeling up the deadbolt, had been ripped off and tried to be screwed back on, but would not work properly . On the boxsprings lamps, and the carpeting was so dirty that we had to lay towels on the floor because our bare feet would have sand and dirt sticking to it. It was late when we got our room and we were three hours away from home and a storm was coming in . We ended up leaving the hotel room at 5 AM. When we went into the main lobby as we were leaving, my husband went to use the restroom out near the conference room and pools and the odor of steel urine hit us both. The urinal in the men's room was filled to the rim and backed up, dripping all over the floor. we ended up canceling all of our plans for the day in ****************** and just drove home

• Initial Complaint

  Date:04/29/2024

  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.

  On April 5th me and my husband made Plans to go to **. Since I knew my family and I stood at Green granite inn in the year ************************************************************************************************************* which was ******. We travel about 4 hours I made a called book a reservation on April 5th we told them we would get there around 11pm luckily we got there went to reservation and he had two young man who he spoke to he then came to the car to tell me that they didnt even have a room ready for us we waited 45 minutes for our room. The guy at the desk told my husband they were overwhelmed and gave everyone a room. Anyhow the 45 minutes passed and he finally told us we can go once we got there he didnt even have a curtain for our the shower. We got to the room and we saw people trash in our room we saw some covers either with chocolate stains or period stains, inside the shower there was snot and in the bathroom there was someone tampons. The room service was disgusting. With that being said we slept in the other bed I paid $129.98 for the stay for one night . The next day I knew we needed more time I ask my husband to go to the front desk and ask if we can get a different room the guy said there isnt anything available. But we ask to have our room cleaned he said he will let the cleaning service know about the situation. We stood out from our room for the cleaning service to do their job and once we got back the room was still the same we went to the front desk and spoke to the young man who took us on our first stay he said he will do a refund he said he will split the stay in half so that meant I got $129 back for my first stay. We were okay with that he told us it would take 4-5 days to see the return and I said okay I checked my bank account and nothing . I have been calling this place since April ***** and all I get is the manager only does the returns I been bounce back and forth and no help whatsoever.

• Initial Complaint

  Date:04/19/2024

  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.

  We had a rough week so we decided we would head up to NH to decompress. We had entertained the idea of staying here because there was a bunk bed room you could book. When we arrived we were greeted by a less than pleasant front desk employee. She assigned us to our room (17). My ************** went in the room it was not made. I went to the office. She had 1 more bunk room available (3) so we proceeded there. The keys did not work. I asked for a refund but was ignored. I could clearly see this was going to be a problem. She said she had a queen room available, which if I wanted one of those I would have gone elsewhere for. We were assigned room 7. Upon entering it had a faint smell of cigarettes but we had already invested much of our night now into this hotel so we figured we may just have to deal with it. We looked around the room but it was not cleaned well at all, there was dog kibble and gunk in the bathroom. I had to yet again go to the front desk. I was done and asked for a refund. I got rude remarks about hows shes noticing a problem & when I showed her the room she didnt believe me. I asked for a refund, she said she had 1 more ******** asked for a refund. She finally acknowledged my comment & told me she would not be the one to refund me. I asked well how can I get one? She replied the ************ requested to speak to one. She replied with they arent ************ dont answer their calls. We were already having a bad week and now we were left with a filthy place to stay. We had been there for quite some time at this point and couldnt drop more money elsewhere so we felt we had to take that 4th room offered. She walked us down and was rude to my boys who were being very well behaved. She showed us the room, but what was I to say? She already refused me a refund and we couldnt afford to stay elsewhere. We ended up having to depart at 1:30ish AM because my son ended up sick and itchy. The rooms were dirty, it was unclean, left with no other options.

• Initial Complaint

  Date:11/30/2023

  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 Friday Feb 10th 2023 we checked into are hotel first off are email had said check in at 3pm when we get to the inn the very rude lady at the desk, said we couldn’t check in till 4 PM and I continue to show her a reservation email that clearly said 3 PM. after about 30 minutes, she finally checked us into a room and the room she checked us into me and my wife and my two very young children walked in two pieces of dead skin and blood on the sheets. I have pictures to prove all of this. I was told numerous times I would receive a refund for this and still have not received it nine months later I have still not received my refund.

• Initial Complaint

  Date:10/16/2023

  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.

  I booked a reservation with this hotel weeks before my attempted stay. Upon checking in the clerk at the front desk was clearly impaired, I believe he was high. After I was checked in and given a room key I went to my room. The room was disgusting. The sheets were bunched up on a chair and were clearly dirty, the trash can was full, and the room was clearly not clean. So, I went back to the front desk and informed the clerk that the room wasn't clean and we needed a different room. I was told that the hotel didn't have any rooms available and that I would have to go somewhere else, but I was assured that my card wouldn't be charged. I ended up having to pay another $150 more for a room at a different hotel.
  When I got home after my vacation I saw that my card was charged and there were no pending refunds for my attempted stay. I have attempted to get intouch with the manager multiple times with no meaningful response or refund.

  Business Response

  Date: 10/17/2023

  I am very sorry for the experience *** ******* had at our property. This was a new Front Desk staff member that required more training on how to handle these issues.  *** ******* has been refunded in full.  

   

  Thank you,

  Jennifer

• Initial Complaint

  Date:08/22/2023

  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.

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

  Business Response

  Date: 09/12/2023

  Good Morning,

  I am very sorry to hear of your experience at the Green Granite Inn.  We have been working very hard with our staff on cleanliness and to make sure we are providing our guests with a great experience.  I am sorry we did not do that during your visit.

  We did not charge you for the rooms, I have attached copies of the folios to this response.  

  Thank you,
  Jennifer

   

• Initial Complaint

  Date:08/07/2023

  Type:Billing 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.

  Checked into hotel on July 28 2023. My credit card was slide 3 times & manager told me my card declined. A 2nd card was slide & charged. The 1st card that supposedly declined I called my bank who confirmed it did not decline. When I told the manager she told me since the charge went thru on the 2nd card the 1st card was only a soft pull and would be released upon check out since the 2nd card was charged. We were given a receipt for the 2nd card. On July 31 2023 the charge on the 1st initial card that was supposedly declined. I have called 5 times now to managers, sent numerous emails and they still claim they have no record of the 1st card being charged. I was told to go to my bank and file a dispute. I spoke with my bank and they agree I can’t do that. I then sent the manager and Jennifer the Vp of operations proof from my bank showing the charge on the 1st card and have told them I want a refund to my 1st card. This is still not resolved nor has a manager or Vp of operations contacted me back. They now have 2 payments for 1 hotel stay.

• Initial Complaint

  Date:08/09/2022

  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.

  I reserved a room at the Green Granite Inn on December 22, 2021 as a Christmas present for my parents (both in their 80's). My father is a 100% disabled Veteran. He is missing his right leg above his knee. I explained this during the reservation process and requested a Handicapped compliant room. I was told it was reserved in his name. I provided my credit card info and made the reservation. Confirmation # 480649.
  Today on August 8, 2022 I called and confirmed the handicap room was waiting for him and then I paid for the room in full. My parents made the drive from Massachusetts to North Conway NH. Upon arrival they were told that someone else was in the room. The front desk clerk confirmed the handicapped notes on the reservation and attempted to "make it right" by getting them a room at the Grand hotel (also in North Conway) but needed his managers approval. The manager "Jen C*********" (probably spelled the last name wrong) flat out refused to accommodate them. She would not provide a handicap room in her "Hotel" and refused to offset the cost of the room at a different hotel.
  I could understand her refusal if my parents had just shown up unannounced and demanded a handicap room but that is not what happened. I made and confirmed a handicap room, (which the front desk clerk verified) months in advance, I re-confirmed the room the day of arrival and paid for the handicap room in advance. To have any disabled person treated this way is unacceptable, let alone a 100% disabled Veteran who is over 80 years old. I mention his age because driving long distances can be difficult and turning him away to possible drive home in the dark is just disgusting.
  At a minimum we would like a full refund of all our money as well as compensation for the extra money he had to pay the other hotel he ended up staying at.