Complaints

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• Initial Complaint

  Date:07/19/2024

  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.

  Misleading Information and Security Issues 1.Room Location: Our room was in a separate building, not the main one housing the lobby, pool, and restaurant. When we made our reservation on the Chase site, there was no notification indicating this.2.Security Concerns: The separate building had significant security issues. Despite having security doors that require a hotel key, almost all of these doors on every floor were propped open, allowing unrestricted access. This setup offered minimal security, similar to that of a motel. We have documented this with photographs.3.Inaccurate Evacuation Map: The building lacks an elevator, contrary to the evacuation map on our room door, which incorrectly indicates there is one. Hotel staff confirmed the absence of an elevator, raising concerns about the accuracy of the evacuation map. In an emergency, this misinformation could lead to serious problems.The Worst Experience and Disgusting Blanket 1.Lack of Elevator: The absence of an elevator in the separate building is highly inconvenient. With one young child, two large suitcases, and several bags, we had to manually carry all these items to our room on the third floor. Additionally, the building, resembling a motel, lacks air conditioning in the hallways and stairs. Carrying heavy items up to the third floor on a 100F day was extremely challenging and resulted in a back injury from carrying two 50-pound suitcases. This situation is particularly hazardous for elderly guests or those with special needs.2.Room Cleanliness: The room was not very clean, with spider webs in multiple corners. The blanket appeared very dirty and unappealing. We have taken photographs as evidence.Refund Request and Response We attempted to request a refund for our stay through our agent, but our request was rejected by the hotel. The reason provided was that we did not raise these issues during our stay.We call chase Travel to ask Hotel get full refund, hotel refused

  Business Response

  Date: 07/26/2024

  To Whom It May ******************    In reviewing the details of the guests stay we do see the reservation was made via a third party booking agent.  We do clearly list each of our three buildings (********, Hilyard, Hayward) on the Expedia site as well as all Expedia affiliate sites.  When making their reservation the guest selected a ********/******* Room, 2 Queen ***** that room type is available in two of our three buildings. We do not advertise or list elevator access in our ******** or ******* buildings on any booking site.  ******* was voiced in regards to  the lack of an elevator for our guests during an emergency or for our guests that *** have mobility issues.  We would first like to reiterate it is never safe to use an elevator during an emergency, please always use the stairs. Our Hayward building does have an elevator as well as accessible rooms for our guests needing *** accommodations. We have staff available 24 hours a day to assist all of  our guests with any situation  that *** arise.  Had the guest reached out to the front desk and voiced an issue with stairs we could have accommodated them on a lower floor. Had the guest notified us they had heavy luggage we would have gladly carried their bags to their room for them.  Our staff was not aware the guest had any issues with their stay until after they had departed making any type of resolution impossible. 
      We would like to address the guest comments regarding the condition and safety of our buildings.  Our property underwent a complete floor to ceiling renovation in 2020 reopening in the Fall of 2021.  All of our rooms are air conditioned with their own individual units so our guests can adjust the cooling/heating setting to their personal comfort level. Our stairways and hallways are not air conditioned as they have decorative cut outs near the top allowing fresh air to actively flow through.  Our ******** and ******* building each have locking corridors requiring a guest key card to enter the building.  In regards to the safety concern of a door being propped open, our staff does occasionally need to hold a door to do routine cleaning or maintenance in the area.  This type of work would take place only during daytime hours and while a staff member was performing these duties. 
      Our staff takes pride in providing clean accommodations and a pleasant experience for all of our guests.  Had we been notified that the guest was not displeased with the level of cleanliness upon their arrival we would have immediately sent a team member to reclean the room to the guests satisfaction or moved the guest to another room.
       For the reasons stated above we do not feel it necessary to compensate this guest in any way.
  
  For any additional information you *** need or questions that you *** have, please feel free to reach out to **************************************.
  
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22000993
  
  I am rejecting this response because:

  Thank you for your response, however, your response did not address our questions and clearly misunderstood our feedback.
  First of all, we booked the room through Chase Travel. On the booking site, it did not mention about separate buildings. Also, the hotel photos only show the main building which is very misleading. 
  Secondly, there are no elevators in the *****************, and we did not mention using elevators in an emergency. What we mentioned was that the evacuation map in the ************* (on the backside of the guest room door, which we took a picture of) shows that the building has an elevator, which is clearly incorrect. This makes us doubt the correctness of the evacuation map and concerns us about safety if there are flaws in the evacuation map. Additionally, if there was once an elevator but it is no longer in service, your disregard in correcting the evacuation map raises concerns about your attention to guests' safety. You mention you have staff that can help to carry luggage, but other than that one lady at the front desk for check-in, we did not see ANY other staff in the area especially in the *****************. And the front desk lady did not warn us or notify us about no elevators, so do you expect us to carry large luggages back to the main building on a hot day (100F deg) and ask for help while we also have a little kid?  

  Thirdly, the ******** building does have doors that require a guest key to open. However, most of the doors we encountered were propped open. They were not locked! You mentioned that your staff occasionally needs to hold a door open for cleaning, but we were on the 3rd floor, and as we came down to the 1st floor, all the doors were propped open. How are we supposed to feel safe with that? Also, with all the locked doors opened, we did not see any staff around on any floor that was doing cleaning, which I clearly doubt your response about having the doors open was for staff to come in and out to do cleaning.
  Fourthly, we did not notice the spider webs until the next morning when we woke up and were about to pack and leave the hotel. The thought of having slept under spider webs all night, with the possibility of spiders around us, makes us want to leave this place as soon as possible. We are not only one customer to see this issue, you can see reviews from different sites that have the some concern and complaint 
  We really hope you take serious consideration about making the necessary changes in this hotel. The cleanliness of the room is our least concern, but feeling unsafe is what truly made our whole experience distressing and unacceptable. Additionally, the lack of clear communication about the absence of elevators in a three-story building, forcing guests to carry large luggage up and down, is the most ridiculous hotel experience we have ever encountered. It is particularly concerning for families with children, as parents have to supervise their kids while repeatedly hauling luggage between the room and the car.

   

  
  
  Sincerely,
  
  *********************