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Business Profile

Motels

Gauthier's Saranac Motor Lake Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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 September 25, 2024, we arrived at Gauthier's Saranac Lake Inn 488 Lake Flower Ave. Saranac Lake, NY 12983 for our overnight stay. After checking in and paying in full we went to our room. Upon seeing the state of the room, we felt deceived. The photos on the Inn's website do not in any way reflect the actual condition of the room. The beds were broken down, the linens were worn, the bathroom fixtures were old and dirty. The door to the room did not seem secure. This was not what we expected so we went to the office to request a refund. I explained to the Front Desk person that the pictures on their website look nothing like the room we received, and we felt this was misrepresentation. Our request was denied. We went outside to discuss our options and decided that we could not spend the night in this room. We went back in the office to return the key and asked again for a refund. We were once again denied the refund. We are 2 female Senior Citizens; we have neither the means nor the inclination to pay for a room that was not as it was advertised, and we did not use. We are requesting a full refund for the room.

  • Initial Complaint

    Date:09/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    August 16th I checked out 2 days early from this hotel due to an unsafe situation set up by the owner. He invited a group of local teen boys on property who were not supervised by adults( I suspect one or more were related to him). Their behaviour on property was very rude and inappropriate. They blocked the parking lot so after I pulled in I could not go anywhere. I asked them politely several times Can you please move. They refused. Finally when they did, I parked. After I got out of the car some of the kids started running their mouths. I tried to ignore them. One started following me to the office and was rude until I got closer to the office. The uncle/ parent when he picked them up later said they do not have to listen to any adults and the hotel property is public and the kids had the right to be there. The owner the next morning said the same thing, but claims he does not know the kids or parents.. No apologies, no banning the kids for a time for their behaviour, nothing. I decided to check out due to my mother's concern over what happened and the fact these kids had cart blanche to return and full backing for their very rude behaviour which my family was concerned would escalate. Owner was rude and condescending towards me. Blamed me and said I just should have went to the room. I did not want them knowing where I was staying. I checked out and was given a recipe/ invoice that I would be refunded the last two days. I was charged for 4 days- 692. I never received a refund. Booking claims the hotel owner is refusing it .The receipt/ invoice shows 386.68 due in refund. That is what I am asking for. No female wants a group of teen boys to confront them at a hotel they are paying for, much less anywhere. One would expect safety to be a high priority. It was not at this hotel on this stay. Incidentally a few days after I filed a review-my credit card info was compromised (CC contacted me). I feel I need to mention that.

Gauthier's Saranac Motor Lake Inn is NOT a BBB Accredited Business.

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