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Business Profile

Bed and Breakfast

Wilbraham Mansion

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 am 8 months pregnant. Me, my husband and my toddler booked a one night stay to check in on 6/18/2023 and check out 6/19/2023. After checking in, and getting situated in our room, the front desk attendant knocked on the door and told us that they are canceling our reservation and have to leave immediately due to the fact that we have a toddler. Our daughter is only a year and a half, and I am 8 months pregnant. We were forced to leave and had to drive back home about 4 hours. This was extremely difficult for me and my family and I wanted to file a complaint against this unprofessionalism. When I purchased my 1 night stay, I disclosed that we have an individual under the age of 12. The hotel later called us after kicking us out and said they missed the disclosure I made of having someone under 12.

    Business Response

    Date: 07/05/2023

    Not sure what the purpose of the complaint is.  The Policies that have to be agreed to, when booking our property online, disclose that we do not accommodate children under 12.  Additionally, there was only the option to book for TWO guests.  They brought THREE guests, one being under 12.

    In turning them away, we had the family's best interest in mind - primarily to keep their toddler safe.  We do not allow children under the age of 12 to stay on property, as our pool is unguarded.  We do not want a tragedy.  The parents of this toddler should also be concerned about their child's safety.

    In an attempt to remedy the situation, we refunded the guest's deposit funds, and tried to help the family find other accommodations.  It was their choice to drive home instead.

    Customer Answer

    Date: 07/05/2023


    Complaint: 20212023

    I am rejecting this response because:

    I spoke with the employee before booking and noted that we were arriving with a toddler. I checked the box that we were arriving with a child below the age of 12, they did not cancel my reservation due to that. They let us check into the room, and kicked us out of our room about 15 minutes later. We explained that the toddler is not physically capable of going down the stairs on her own and walking towards the pool. Their remedy was to try to refer us to a hotel with no air conditioning in the blazing hot summertime. My wife was 8 months pregnant at the time of this occurrence. It was difficult for my wife to be kicked out of the hotel like that.  

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