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Business Profile

Hotels

Hotel Kinsley

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.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:08/31/2022

    Type:Product 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.
    Hotel refuses to refund deposit (full night's stay), if notified arriving customer has tested positive for ********.

    Business Response

    Date: 09/01/2022

    Hotel Kinsley's cancellation policy is clearly stated in the Terms and Conditions when guests book their room and is also included in the confirmation email sent once the booking is complete and the one-night deposit paid.  In some cases, we will provide a credit to a guest that needs to cancel for unforeseen circumstances.  We offered this credit for a future stay to *********************, but he refused.  The cancellation policy as it appears in the terms and conditions at the time of booking can be read below.  We feel it is important to point out that our cancellation policy was updated this summer to align with the rest of the hotel industry.   Unfortunately for **********************, this would have been the case with most of the hotels in our region.

    Cancellation Policy:
    All reservations require a deposit of one night's room rate and tax at the time of booking. All reservations must be canceled 72 hours prior to check-in for a refund of the deposit. Cancellations made less than 24 hours from check-in time are subject to the full cost of the reservation. There are no refunds for shortened stays or late arrivals.

    Customer Answer

    Date: 09/01/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Hospitality business?  Not a way to win hearts and minds.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *****************************




     

    Business Response

    Date: 09/19/2022

    The BBB would like Hotel Kinsley to respond to the question from the last posting.  Hospitality Business?

    Yes.  This is a hospitality business and as a business we follow the business norms of our industry.  In this case, the norm is a cancellation policy that fits with the vast majority of the hotels throughout the U.S.  We did offer this guest a credit to use for a future stay, but the guest refused.

Hotel Kinsley is NOT a BBB Accredited Business.

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