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Business Profile

Hotel Management

Neuman Hotel Group, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

This profile includes complaints for Neuman Hotel Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Neuman Hotel Group, LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:05/13/2025

      Type:Order Issues
      Status:
      ResolvedMore 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 made a reservation at Ashland Springs Hotel and was promised complimentary breakfast for the duration of my stay. Quite some time after I made the booking Ashland Springs Hotel notified me that they would no longer be providing the complimentary breakfast. They stated that each breakfast would now cost $18. This means that my traveling companion and I will now need to pay over $100 extra in order to access breakfast. This is a classic bait and switch, and the hotel has been unwilling to provide the complimentary breakfast they promised despite repeated requests from myself and my traveling companion.

      Business Response

      Date: 05/14/2025

      Good Morning,  I responded to Ms *** on April 30th regarding her concern about the change in our breakfast program.  I explained that the environment we do business in is changing and while the decision to change our program did not come lightly, it was necessary.  I offered a compromise of waiving one of the 3 days breakfast charges and hoped that would be an amenable solution.  The last response i received was May 1st.  I would be agreeable with our apologies to waive the other 2 days of her stay with the agreement that any future reservations made by Ms *** would not include breakfast unless it was purchased.  Thank you.

      Customer Answer

      Date: 05/27/2025

      I am not sure when the email message regarding case ******** was sent but I only today saw the response to my complaint. I guess this notice did not show up in my primary in-box. I would like to move forward with the offer from the business to waive the cost of breakfast during my stay at their hotel. I am hoping I have not missed the window to resolve this issue. Thank you. 

      Business Response

      Date: 06/03/2025

      This has been resolved on our end.  In my previous response we agreed to waive breakfast charges for the entire stay.  Thank you.

      Customer Answer

      Date: 06/03/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ***
    • Initial Complaint

      Date:04/22/2023

      Type:Sales and Advertising 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.
      False advertisement of room booked and given with no communications from the manager and such via emails and in person both

      Customer Answer

      Date: 05/12/2023

      We booked for deluxe king room that can fit 3 people easily. It stated the deluxe king room also had sofa. We were given a room that only could fit two people and only one (not two) chair inside the room. It's unacceptable. 

      Business Response

      Date: 05/26/2023

      Hello,

       

      In looking at this reservation it was booked through a 3rd party reservation system (Booking.com) and not directly with the hotel.  We have had issues with this particular 3rd party company advertising one room type then assigning another.  We have started the process of refunding the guest through Booking.com as the refund has to come through them since it was booked through them.  Please advise *************** this may take up to 5-7 business days to process.  We have initiated the refund on our end and the next steps are through Booking.com.  Please let *************** know to contact me directly at ********************************************* should there be any delays.  We apologize for this inconvenience and will make this right for ****************

      Regards,

       

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

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