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:11/17/2024

  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.

  I was verbally attacked by the “manager” of this business after he took our money and refused to offer a refund after bug/ dirt/ hair/ stains were mentioned. We were there not even 10 minutes. Refused to offer any sort of compensation. Business needs to be shut down

• Initial Complaint

  Date:04/28/2024

  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.

  I booked this hotel for 2 nights, as we went to a concert at highmark stadium. When I booked through ******* I understood this place to be quaint but clean and safe. Upon check in we waited 40 minutes to be serviced as nobody was there. The area seemed dangerous with multiple homeless people congregating around the driveway. I felt the check in point was re-assuring and matched the pictures online. We received our room key and told we needed to drive to the other side of the motel building to access our room. this "road" was completely torn up, a large trench was dug next to the sidewalk, which is a huge safety concern since we were going to be drinking. The side of the building has pieces of the roof, gutters, etc falling off the bulding. Upon entering the room we noted live wires between the two beds. The linens on the beds were dirty, there were bugs and dirt on both the bathroom and bedroom floor. the dresser was missing drawers and the refrigerator smelled foul. We decided we could not safely stay here within 5 minutes of check in. I spoke with the front desk girl who refused to give me her name and also refused my refund, she told me i'd have to speak with "mr b**" her manager who can only be reached from 11pm to 6am. I'm told there is no alternative way to speak with him. ******* has also tried and was unsucessful in reaching someone to process a refund. We did not stay here, no service was rendered, and we told them/handed back the motel keys before leaving. The customer service rep was very rude. We ended up spending double to get a room that was clean and safe for our trip.

• Initial Complaint

  Date:02/04/2024

  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 16 December 2023, Stadium View Inn, at 4414 Southwestern Blvd, in Hamburg, New York, 14075 charged me $508.46 for a two-night reservation that I had booked via *******. As is evidenced by the ******* advertisement, Stadium View Inn committed to provide a clean and safe dwelling place, with usable amenities, including a microwave and refrigerator.
  As I detail in the attached letter to Stadium View Inn that I sent via certified mail on 30 January 2024, on 16 December 2023, Stadium View Inn refused to issue a refund despite the fact that both rooms that they offered were dirty, unsanitary, and damaged, and would have been unsafe to inhabit. After the Stadium View Inn attendant remained intransigent, despite the fact that two ******* representatives contacted him, I returned the key directly to him—after having spent less than ten minutes in either room—left, and subsequently filed a dispute with my Capital One credit card (case number ***************).On 19 January 2024, a representative of Stadium View Inn responded to Capital One “Card holder did not cancel the reservation and use the service in full.” This statement is false. It would have been impossible for me to “use the service in full,” because the rooms were dirty, and the furnishings and appliances were damaged, which would have made using them dangerous. Choosing to protect my health and safety, I returned the key, and I did not occupy a room for the night, so they were free to rent it to someone else, which means that I did not “use the service in full.” In addition to the attached letter that I sent to Stadium View Inn about this matter, I also sent the attached letter to Erie County Department of Health to help protect future patrons of the business. Considering the dirty, unhygienic, and damages condition of the hotel, it was not safe to stay there. So I did not. The merchant did not fulfill their promise to provide a clean and safe dwelling. Based on all of this, I deserve a full refund of $508.46.

  Business Response

  Date: 02/20/2024

  Called business and this was relayed:

  Consumer came in and checked in and then she wanted to cancel reservation.  I advised her that she could not come in and check in and cancel the reservation and she still would be changed.  Due to the fact that she did not cancel before the day of check in, she will not receive a refund.

  Customer Answer

  Date: 02/21/2024

  21 February 2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID
  ********, and have determined that this does
  not resolve my complaint. While I appreciate that you called Stadium View
  Inn, I am surprised that you accepted their cancelation policy explanation
  without discussing the contents of the letter or pictures that I sent.

  
  As I clearly indicated in all of my materials, the issue
  is not whether I canceled my reservation, but that Stadium View Inn failed to provide a clean and safe domicile,
  as was promised by their ******* advertisement. If I had stayed at the Stadium
  View Inn, it would have been a significant
  risk to my health and safety, because the room was dirty and the amenities were
  damaged and contaminated with rotting food.

  
  I would appreciate it if you would carefully reread my
  original materials, especially the letter that I sent to the business, and
  witness the photographs of the dirty and dangerous conditions that I provided. This
  business owner received my letter. He knows how unsanitary and dangerous his accommodations
  are. As the pictures show, he himself removed the rotting cheese from the refrigerator
  in an effort to keep me from documenting it. He is using this cancelation policy
  as a justification to charge people for unsanitary and unsafe conditions. This
  is not acceptable! If a child were to stay there, they could be seriously injured.

  
  I would ask you to please recontact the business and
  discuss the fact that I deserve a refund based on the fact that I could not stay there, because it was dirty
  and dangerous. Regardless of their cancelation policy, they have a responsibility
  to provide a sanitary and safe environment.

  
  If they refuse, I would ask that you go there
  personally to see the dirty and dangerous conditions. I would appreciate it if
  you following up on my letter with the Erie County Department of Health, which
  I included with my original materials. I also think that alerting local news
  channels about this could help to protect future consumers from this
  unscrupulous business.

  
  Regards,
  
  ******** ******