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Business Profile

Hotels

Stoney Creek Hotel & Conference Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 reserved a room on 03/19/2024 through Expedia to stay the night of the 20th in the amount of $85.80, at approximately 6:45 AM on 03/21/2024 I spoke with **** who is a front desk clerk to stay one more night. **** informed me that he would give me the same rate as Expedia which was $85.80.Now they have a sigh up in the elevator that states if you stay for two nights you get the third night free the whole month of March, I asked **** about this, and he stated that we would get a free night and could use it at our discretion. Later that morning I asked I believe her name was ******** she stated that was not the case and that was an online promotion. Now back to the money part Let me first start out by saying that over a course of 5 days they pre authorized my credit card so many times with different charges that the fraud **** called **** spoke with **** once again about this and he told me to contact the manager ****** High after speaking and being belittled by ****** he informed me that he was not the manager he was very sarcastic and informed me that he was busy and did not have time to speak with **** checked out of this Hotel on 03/22/2024 at approximately 6:50AM with **** at the front desk, At 5PM that same day the hotel called me and wanted to know if I checked out lol I think about ****** telling me he has been doing this for ************************************************************************************** to see If I checked out. Since then, I have called the hotel General Manager 2 times now with no response I left a voice mail and informed the hotel manager I will be contacting the BBB if He/She does not return my call. So here we are. I will also leave a negative ****** review as promised!Oh by the way I believe they charged me $50 for my service dog HOORAH!

    Business Response

    Date: 04/02/2024

    On Tuesday, April 2, I spoke with ***************************** regarding his stay.  I agreed with his concerns and provided him with a refund of $268.09 which covers all costs of his stay.  We treated him poorly, did not correctly handle the situation and want to ensure he is compensated appropriately.  In addition, I am sending him my personal contact information to assist with a *********** at our Broken Arrow hotel.  Thank you for sharing this with us and please let me know if there is anything else I can assist with.

     

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

    Regional Director of Operations

    Stoney Creek Hospitality

    Customer Answer

    Date: 04/02/2024

    I have reviewed the business response and accept this resolution. 

  • Initial Complaint

    Date:04/03/2023

    Type:Service or Repair 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.
    Booked a room for Apr 1st on March 29th through Booking.com. We recieved a confirmation number from Booking and at 1:30pm on Apr 1st we tried to do early check-in with the front desk. They looked us up and said we have a reservation but it would be 3pm before we could check in due to the rooms being cleaned. We returned at 6:15pm from the softball fields and we were told we did not have a reservation. They confirmed the reservation at 1:30 pm on Apr 1st and at 6.15 Apr 1st said they didn't show one. My complaint is this...they take reservations from bookind, expedia, etc when they need them to fill rooms but when the availability to fill them locally from the front desk at normal rate they start dropping the booking companies clients. We will also be filing a resolution through Booking.com but something needs to be done about this privately owned hotel in your city. The front desk persons name was Max and he should not be representing the hotel due to unprofessionalism.

    Customer Answer

    Date: 05/22/2023

    The business left an email address for contact on my complaint on booking.com . However, when I emailed them there was no response. 

  • Initial Complaint

    Date:09/30/2022

    Type:Billing 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.
    PROBLEM: Upon check out an additional charge of $100.00 was recorded. I asked the desk person about the the additional charge The desk person stated the smoke alarm went off in the room and I asked to the manager. When the manager came he stated the following:
    The alarm went off between 6:30 pm and 9:30 pm the night before
    Someone knock on the door multiple of times, no one answer, went in, and someone was in the bathroom.
    BELOW IS THE ISSUE WITH THE $100.OO CHARGE:
    I stated to the manager:
    No one was in the room. WE had to meet in the hotel lobby at 5:45pm to leave to go to the conference we came to attend.
    We did not return until after 10:00 pm the conference over after 9:30 pm also we stopped at Papa John Pizza on the way back to hotel.
    MANAGER'S REPONSE: I am not removing the charge.
    MY DISAPPOINTMENT: The manager would not even consider other possibilities, such as false alarm, employee in the room, view camera, etc. Basically, he was inferring we are liars.
    I am only disputing the $100.00 charge of the total amount($531.10)

    This event occur on Sunday, September 25, 2022.
    Also, I contacted my credit card company regarding this issue.

Stoney Creek Hotel & Conference Center is NOT a BBB Accredited Business.

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