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:10/31/2022

  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.

  I spent almost 2,000 dollars to rent 4 rooms Friday night 10/21/22 and ALL 6 of the rooms Saturday. I was getting married Saturday 10/22/22 and had explained almost a year in advance I would have people there while I got ready and was told no problem. Well once they had my money it was a problem. Day of wedding he yelled at my guest about parking in the guest parking lot nowhere near the trail riding parking lot which is what he was yelling about is he had and I quote "A business to run". I'm fairly sure I was a paying guest at that business as well. He told me and I quote again " I'm not used to dealing with your kind of people". Excuse me? What kind of people are those ? Paying customers? People who don't tolerate bullying from grown men yelling at females? I had 3 other business owners there doing my hair, makeup, and photos and all of them have said I have never heard anyone speak to someone like that and stay in business. My hair stylist stopped doing my hair and said if I where you I would go handle that as he screamed in my senior mothers face. I obviously broke no actual rules or he would have called the authorities or kicked me off the property but he knew he didn't have that right as I paid and could show my receipt and broke no actual rules. I had 8 cars there total.
  Now I tried to call about a week later when tensions where down and I had time to look over my agreement. I said to him nowhere in the agreement does it state I can’t have guest when I paid for the rooms. Nowhere in the agreement does it list parking limitations. He said to me "let me explain this really slow so you understand" I stopped him and said sir there is no reason for you to speak to me like that and insult me and he laughed. I said I would like to discuss your treatment of my guest and compensation for me getting charged extra time from my services because I was dealing with him yelling at my guest and he said I must be drunk and hung up on me.

  Business Response

  Date: 11/16/2022

  I can't really go into the details of her complaints as she paints a very different picture to the one we vividly recall. Frankly, everyone is entitled to an opinion but not a distortion of the truth. Please refer to the hundreds of reviews that we have - that will give you a balanced view and, of course many reviews of our service (not just the one you have chosen to respond to). While 4 rooms were booked on one day and 6 on another (that is correct) check in is from 2pm. Guests arrived at around 10am plus, I would estimate around 20 others - all feeling that the entire property was theres to do as they wish - kids were being dropped off, hairdressers arrived (all with an opinion that they had carte blanche to do as they wish) - We also had 4 other guests and around 30 clients here ro do trail rides. The 'wedding party' were not the only customers and were not entitled arrive en-mass. Thay had simply booked 4-6 rooms in our B&B. It was chaos and certainly not part of any agreement. When i asked cars (over a dozen) to move as they were blocking the trail riders I was told to "F*** Off"by another arrival in a black jeep( she had a room booked but again it was 10am and check in is 2pm - after the previous guests have left and our cleaners have made the rooms)! We have a great reputation - we are an AirBNB Super Host, a *******.com award winner - we have 5* on **** ******* etc etc - it would be foolish to say everyone is happy but we do our very best. Sincerely, Richard Trayford.    

  Customer Answer

  Date: 11/18/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  As he pointed out. I did have other buisness there. Hairdresser and makeup. They where absolutely appalled by the way the owner (Richard) was speaking to my guests. He is right I did book 6 room the day of the complaint. I also booked 4 rooms the night befor the complaint. So there was no check in time for those rooms as I had them booked for two nights. Which means HE can show proof where it says guest are not allowed to have visitors while staying on property. No one other than paying guest stayed over night but I did pay for all the rooms the day of and more than half the day before so I was entitled to have whom I wanted to visit. I had a total of 7 cars there so he is vastly exaggerated. I am more than willing to get you a writen statement from my other highly ecredited buisness that where there and witnessed this behavior from him. As he also pointed out he is highly rated but if you look at the complaints any time anyone has disagreed with him or his wife they simply ignore them or hang up on them. I would like proof in writing where it says in his agreements with guests they are not allowed to have company while on his proprty or limited parking. Its no where in my agreement I signed when he took my money. I didnt have any guests in a black truck other than someone who simply dropped off my flower girl. Oh yeah he ALSO knew I was having a wedding and would have people there. I have an email from him last year when I booked where he expressed they are excited to share the day with me and please let them know if I need any occomidations and then he treats us this way. Very very sad. 
  Regards, 
  
  ******* ******