Complaints

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• Initial Complaint

  Date:02/14/2025

  Type:Product 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 signed a contract and made a deposit for 8 rooms at ***************, an Inn in ********* NY owned by Foster Supply Hospitality. They sold the property without informing me, offering acceptable alternatives, and would not relocate our reservation to a nearby, comparable rooms within their holdings. I have not received a refund of my deposit.Reservations, a buyout of Inn, were made last July. I signed contract that offered no cancelation consideration for me. I only learned of loss of room when I called with questions about stay details in January. I spoke with ******** and ***, ***. They apologized but provided no local, comparable lodging options and have not provided refund of deposit. Sale of Inn occurred after previous attempt fell through so there was time to inform me before I was locked out of peak season room reservations locally. I should have been forewarned about loss of critcal room reservations for my daughter's wedding.

  Business Response

  Date: 02/20/2025

  *** ****** was promptly informed about the sale of the Inn on February 3, two business days after it occurred (documentation attached).

  *** ****** was offerred multiple comparable, currently available lodging options  (both within our hotel group as well as others in our vicinity) on both February 3 and February 4 - these options were declined by *** ******* (documentation attached)

  A full refund of *** ******** deposit was made to her credit card on February 7.  (documentation attached)

  Customer Answer

  Date: 02/20/2025

  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:

  *** ****** was promptly informed about the sale of the Inn on February 3, two business days after it occurred (documentation attached).

  I learned of the cancelation of my contract only because I called to inquire about breakfast service for guests. I was told another, previous sale had fallen through so I imagine there was more time to inform me of the potential sale and loss of my reservations than after the closing on on the second sale. I believe my contract for buy-out of Inn was used as an asset when offering it for sale without consideration of consequences to me. 
  

  *** ****** was offered multiple comparable, currently available lodging options  (both within our hotel group as well as others in our vicinity) on both February 3 and February 4 - these options were declined by *** ******* (documentation attached)

  This is a gross exaggeration. Lodging is extremely limited in the area, especially for peak wedding weekends. I was offered rooms at ***********, a Foster property, at the same price as the *************** rooms - when I agreed to take them within the offer period, the offer was rescinded. 

  So Foster supply twice reneged on its commitment. The other options were 40 minute drive away, inappropriate for wedding guest driving home after a reception or very far from comparable rooms - NNR was for our older and more particular guests who also wanted to lodge together. One of the options, told us that they did not want to have wedding attendee guests because they don't spend money in their bar.

  A full refund of *** ******** deposit was made to her credit card on February 7.  (documentation attached) 

  The refund does not appear on my credit card record.

   

   

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 02/25/2025

  We fully appreciate the inconvenience and sympathize with *** ******* frustration, and we would very much like to assist in finding a solution.  Fortunately, we are still within the window of opportunity where rooms are available in the area for her desired dates.

  Although we would love to accommodate *** ******* request to book rooms at ***********, that venue is fully booked for the desired dates and not available as an option.

  At this time we would like to re-extend our offer for rooms at our ****************** property at discounted rates, although we understand why the longer distance to the wedding venue makes that option imperfect.

  We believe that the **************** remains the best option its lovely location on the ************** and short drive to the wedding venue make it comparable to *************** and also a convenient choice.

  If neither the ******* Inn nor the **************** are acceptable, we strongly recommend that the customer contact one of the other options we researched on her behalf (several local ******* and hotels) soon, before they become fully booked for the summer season.

  Regarding *** ******** refund - the credit card refund we processed was returned to us, and so we have instead issued a check and mailed it to the customer's address on file.

  Customer Answer

  Date: 02/26/2025

  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:

  Foster Supply committed to a contract for a buyout of *************** for my daughter's wedding party, eight rooms. While they sold this Inn, the contract was with Foster Supply (see name on contract provided earlier), a hospitality holding company with other properties in the area. They could have planned for this eventuality and held rooms for me at ***********, forewarned me of the sale earlier (it was the second attempt to sell) so that more options were available, or made honoring existing contracts part of the sale agreement.

  I was only informed of the sale and cancellation of the contract when I contacted them about stay details. I was offered rooms at *********** and ******* at the same rate as NNR as an alternative . Upon agreeing to take the *********** rooms, I was told that those were no longer available and were booked for a wedding (as I had done).  

  I do not believe I should have to go through each option they quickly listed (were there others in my situation) and explain why it is unacceptable - know that they are far away (40 minutes away for a wedding party is too far), unavailable, not anywhere near "comparable" rooms or we have already reserved there. This is prime wedding season in an area with very limited lodging.

  Foster Supply had ample opportunity to address my needs and honor their commitment. They did not and simply refunding the deposit is inadequate.

   

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  *** ******