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:08/13/2023

  Type:Service or Repair 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.

  The nights of the 8th, 9th, and 10th of August 2023, my husband and I stayed at the Gideon Putnam Hotel at the rate of $521 a night before taxes. This hotel advertises itself as the "Jewel of Saratoga" and claims online to have spent three million dollars on upgrades including "new plumbing." It also claims to be in the Historic Hotels of American guide (though I do not find it listed in the HHA Web site's contact page). (Copyright 2023 DNC Parks & Resorts at Gideon Putnam LLC)
  
  The documentation of my complaint here includes a photo of some of our room's plumbing. An apparent longtime leak is jury-rigged, resulting in soaked and stained styrofoam with a little pool of standing water on top, which evidently spills over onto the floor still, which is wet and stained. The drain on the tile floor is tightly closed with a rusting metal disk, so standing water collects in that corner of the bathroom.
  
  Trash from previous guests in the room included a plastic cover of the adhesive of a panty shield, a used tissue, a food wrapper, a wasabi pea, a paper clip, a room key sheath, a goldfish cracker, and a toothpick. I threw the first three items listed away in revulsion as soon as I saw them (within a minute of two of entering the room), thinking that this was just a fluke of housekeeping, but when I saw the others, I photographed them. They were not under the bed, but around it and the nightstands.
  
  Fearing retaliation by a hostile staff that was fielding numerous guest complaints, I waited until I was leaving to complain, The desk manager promised only an approximately $200 rebate of our room charges. This is outrageous. My husband is recuperating from cancer, and I am recuperating from a major operation that posed a serious danger of infection. We did not come to a famous and expensive hotel to be revolted and terrorized by the unsanitary conditions. Our very badly needed vacation was ruined, and we are seeking a refund of the entire cost of our stay, $1810.78.

• Initial Complaint

  Date:05/26/2023

  Type:Billing 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.

  The hotel charged my credit card for an expense that I did not incur. When I checked out, I reconfirmed by expenses and was told that I would receive a receipt. I did not receive a receipt and I was erroneously charged $29.34. I called the hotel and left a message to notify them of the error. I did not receive or return call or an adjustment to my card. The hotel needs to improve it's billing and charge practices. THere should have been two charges to my card for food and beverages, not three. This is frustrating because I reviewed the charges with the concierge when I checked out.

  Business Response

  Date: 06/12/2023

  BBB spoke to the hotel and the following information was provided:  In researching the guests bill it was determined that this fee was not actually included with the hotel stay because it directly charged to her credit card while at the restaurant.