Complaints

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.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair 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.

  We booked a hotel at Sailor jacks motel for two nights. 05/25-26th On 05/26 We realized there was no hot water. I called the front desk and told them there was no hot water. ***** answered and stated no one has brought that up to her attention and would call maintenance @ 6pm and asked the front lady if the hot water was fixed. She proceeded to say maintenance was buying the part. I asked if we can be moved and she states they were fully booked and we can speak to manager ***** tomorrow at 8 am May 27th May 27th, around 840a I went downstairs to speak to manager ***** where I asked for refund due to no hot water she stated she couldnt do refunds. Stated maintenance was buying the part. I told her that was said last night at 6p and she proceeded to give attitude and raise her voice say it is a holiday weekend. Which I understand but that is not what was told to me. @ this point I was super frustrated because we havent showered in 24 hours, we paid 360 for a room with no hot water and the service was terrible. I asked for a higher manager and she stated she couldnt give that info but he will be in at noon that day 05/27 .Then after she gave me his name and told me to call at noon. I called at noon asked for *****. ***** stated he was not in and he wanted her to tell me to call booking. I called booking.com yesterday 05/29 for an update and they stated they sent 2 notices and havent heard back and the only thing the hotel stated was that we checked out early and the hot water was restored. We didnt check out early. We stayed there for full time.Booking again referred me to hotel where I called. I was told by the front desk lady that refunds have been made and I told her we havent received notice nor booking. She said she would take my number and have ****** call us after 10pm.I waited and no call. I called this morning asked for ****** and ***** answers.He is not in and took down my phone and name. No responseWe realize the bedding had blood see picture below

  Business Response

  Date: 06/16/2024

  To BBB,
   
  We noticed the water heater was not working on the morning of Sunday May 26th. The blower had gone out and so the pilot light was unable to ignite. Unfortunately, due to the holiday weekend, we were unable to get any help, either by plumbers, heater technicians, or from the manufacturer. We also could not get any advice from plumbing part stores such as *************************.
   
  However, we do have another building with its own water heater and was operating normally. At that time, we offered affected customers, including ****************, the option to use an unaffected room's bathroom in order to shower. She declined. 
   
  Regarding ******************** other claim, she made no mention of the bedding during her stay, and there are no mentions of any stained bedding in her room from either the front desk log or housekeeping reports.
   
  We can offer **************** the same credit we have offered to other affected guests: $25.00 via check which we will mail to her address.
   
  ******
  Operations Manager