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Business Profile

Hotels

Woodstock Way Hotel

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.

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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:03/12/2024

    Type:Service or Repair 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.
    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:

    [Your Answer Here]

     

     I do not agree with the statement made by the representative from Woodstock Way Hotel. I never spoke to a supervisor, nor was I allowed to speak with a manager. I was always told the manager was busy or in the process of moving. The person I spoke with stated arbitrary emergency circumstances, after I expressed my situation. In addition, She said that I would need to provide a list of dates that she could share with the manager who would be in touch with me to amend the reservation. Unfortunately, I never received a phone called, so I was lied to. Its interesting that they forgot to mention what they deem emergency circumstances in their response. Theres no reason why I should have been lied to, and taken advantage of. Once again, I never spoke with a manager or a supervisor, and yes I was told that I would be able to change the dates of the reservation. They are holding on to my $478 for dear life, and omitting the fact that they said I could change the dates. They are making up rules as they go along. This is fraudulent, unprofessional and should have never happened. 

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/31/2024

    To whom it may concern,

    Hello there! Reaching out from Woodstock Way Hotel to further explain our very clear cancellation policy. I've attached supportive documents in case there is any further confusion about this cancelled reservation and complaint. 

    Our cancellation policy is very clear and obvious in every step of the booking process. Our cancellation policy is on our website and in the confirmation email received by the guest. Please see the policy copied and pasted below: 

    Cancellation Agreement:
    "A 50% deposit of the total reservation cost (including taxes and fees) is charged at the time of booking to guarantee the room(s). The remaining balance is charged to the card seven (7) days prior to your reservation date. You may cancel your reservation up to 8 days prior to arrival, less a $65.00 cancellation fee. Cancellations made 7 or fewer days prior to arrival are subject to the full cost of the stay.
    If credit is issued, it can be applied to a reservation one year from the original reservation date. Credit can only be applied one time from the original reservation and cannot be used towards any future promotions. All reservation bookings associated with a hotel promotion are non-refundable at the time of booking. 
    All rescheduled reservations become nonrefundable.
    No shows and early check-outs will not be refunded.
    All cancellations requests must be emailed to ****************************************** to receive refund. 

    Cyber Monday Flash Sale - 20% all new bookings, valid for travel dates from December 4th, 2023 - May 12th, 2024. Not including holiday and holiday weeks. Other blackout dates will apply, no changes or cancellations, RATE IS NON-REFUNDABLE. All reservations are based on availability."

    Furthermore, this guest booked a "Cyber Monday Promo Rate" - which is nonchangable, noncancellable, and nonrefundable. 

    This guest attempted to cancel on January 30th, 2024 for a January 31st, 2024 reservation, due to an illness. This date fell well within the cancellation policy, on a reservation type that is nonrefundable, for a reason that is not act of God. 

    This policy was clearly explained and reexplained to the guest, by a Hotel Supervisor. 

    We will be adhering to our policy and will not be able to offer a refund. 

    Business Response

    Date: 04/05/2024

    Good Evening All,

    Once again, please see the guests' confirmation attached with cancellation policy conspicuously placed. 

    The attached confirmation also displays the rate type: CYBER MONDAY FLASH SALE, which was conspicuosly defined as follows:

    2nd Annual Cyber Monday Flash Sale!

    Save 20% on future reservations made this week!

    Sale is valid for travel dates from December 4, 2023 - May 12, 2024. Not including holidays or holiday weeks. Other blackout dates may apply. No changes or cancellations. All reservations and discounts are based on availability. This offer is only good for new reservations made between November 11/27 and 12/1. Existing reservations do not qualify.

    Code: **********

    Per our policy, we will not be able to make any amendments to this reservation.

    Customer Answer

    Date: 04/18/2024

    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:

    [Your Answer Here]

     Hello

    Once again, they have not denied the fact that their concierge disclosed exceptions for emergency situations. Not only that they have refused to let me speak with a manager since the very first day that I reached out - horrible customer service. Its very unfortunate and unprofessional. I want a refund. We can end this back and forth with a refund. I was lied to, and my attempt to speak with management was ignored. 

     

     

     

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


    Sincerely,

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




     

Woodstock Way Hotel is NOT a BBB Accredited Business.

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