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:06/18/2024

  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 took pics immediately after entering room, went to desk manager to show him my issues with unsanitary issues , I was told I could get refund from expedia( 3rd party) that i placed hotel with. I checked out literally after being there 5 minutes called expedia- they reached out multiple times for refund & each time **** has denied refund says nothing is wrong with hotel room I was assigned! I am writing to get $130.10 refund for entering this unsanitary filthy room

  Business Response

  Date: 07/22/2024

  See attached response 

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 stayed here the night of August 25th and wish I hadn't. I would've tried contacting the business directly for a refund first but they never responded to my emailed request for a late check-in so I figured it isn't monitored. The room was unsanitary and I never should've been forced to stay there. The bathroom towel had a stain and a clump of hair when unfolded. I was willing to overlook this until I pulled back the sheets on my bed and was greeted with at least a dozen brown spots on the sheet. I couldn't tell if they were stains or the sheet was just never washed. We stopped looking for further proof of unsanitary conditions at that point since we knew we would have to stay in the room for the night and didn't want to know what else we might find.

  Business Response

  Date: 09/18/2023

  See attached response

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20529947
  
  I am rejecting this response because:

  Everything they said is a complete lie. I never received a call and never wanted to cancel my reservation, I just wanted to confirm the late check in was acceptable.

  I also never saw them the next morning because we checked out early, plus I don't drink coffee and I was not satisfied with anything.

  If they think the room was clean and I was lying about that, how do they explain the pictures I posted with the complaint showing the stains on the sheets and the terrible bathroom conditions.

  Their response sounds like an upset teenager. ****** learned, I'll make sure no one else I talk to ever stays at this establishment again.

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

• Initial Complaint

  Date:08/26/2023

  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.

  We cancelled immediately after reserving two room. Says on internet free cancellation. They took over $500 Off my debit card. They are rude said they were going to refund it and have not She says we were no show which is not true

  Business Response

  Date: 09/18/2023

  See attached response

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Reservation made to stay on 7/20-7/21, arrived registered, hotel was empty, 1 reception, room was given, not much information, pool as advertised was not adequate for use, dirty and closed, room was smoking room, came down to desk to change and 2nd room was given, it was the same thing, came down again reception was closed for the day, called number provided, no response notlr able to leave msg,no vm activated. Called several times no answer. We left key in room and send email to hotel and hotel.com canceling Reservation, ulroom was not used for the night,and was left untouched. Requested refund and was denied. Request a refund for false advertising and bad customer service, plus unsanitary hotel, and room not used. This hotel was more expensive than the other one we had to reserve.

• Initial Complaint

  Date:10/20/2022

  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.

  I booked a hotel room for October 15, 2022 (booked on booking.com same day) The information online did not reflect what you got in person. To compound the disconnect, the room we were given was not cleaned. Someone's keys from the night before were still in the room, there was an inch of dust on everything, and the mattress was showing and was bright yellow. Not the conditions of a even the two star hotel they claim to be. I spoke to ****** who offered another room, we asked if we could instead just be refunded - she said no problem, but since she just processed it she wouldn't be able to reverse it until Monday. I called on Tuesday, was told they would call me back. No call. I called on Wednesday (three times) first I was told they were super busy, they would call me, 2x I was hung up on three times in a row, 3rd time I was told ****** (the only one who can process things) had just left for the day - but they'd leave her my name and number and she'd be in today. Today I was told she's on vacation until next Wednesday and that there is nothing they can do. When I asked what I could do they said they nope, talk to ******. They are clearly not going to refund the hotel stay - for which I did not stay. I only have the receipt and my handwritten notes to call on Monday to ****** to get the refund. Further review of other reviews shows this is a pattern for the hotel. This is unacceptable. They owe me a $199.59 refund for a stay that didn't happen.

  Business Response

  Date: 10/21/2022

   Our records indicate when this guest arrived she was upset the pool was seasonal and in her words "the hotel looked abandoned". Our front desk staff told the guest it is salmon fishing season and the majority of our guests are up before the sun comes up and arrive after the sun sets as is customary for the fishing season. Guest came down to the lobby and spoke to our front desk lead, *******. ****** has been on vacation for over a week now and was not present. ***** came back down to the lobby after about 20 minutes and complained that her room was dirty. ******* immediately offered guest several other room options, ***** chose a second room, got the room keys swapped, and we were under the impression all was well until we received a phone call the following Monday indicating the guest was not happy and wanted a refund. We responded to guest that we were unaware she was unhappy with her stay other than the first room she was given and we were not able to process a refund as there was no indication anywhere in our records that the guest left. ***** began using profanity, we explained that we do not tolerate verbal abuse of any form and guest demanded to speak with the manager who is on vacation for another week and will be returning on Wednesday the 26th. ***** stated this was unacceptable, she would contact the ** and hung up on front desk staff. 

• Initial Complaint

  Date:09/28/2022

  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.

  Hello I made a reservation with this motel for the 3rd of Sept, leaving the 6th of Sept. I asked for a confirmation # and they said they would email it to me. They never did! AT 12;09 pm on the 2nd of Sept I needed to cx as my dog hurt herself very badly and I needed to take her to **** ** to the ** pet clinic asap. There were no vets in the area that could see her due to a shortage of vets. When I called I asked for a conf # and once again they said they would email it to me. They never did. The phone call at 12:09 pm was for 2.5 mins. I have a record of this on my phone. When I got my credit card bill there was a charge for $200.00 and another for **** (not sure what that was for). I called and asked why there was this $200.00 charge and they said it was a no show charge. I proceeded to inform them of my phone call but they still refuse to credit me! We emailed back and forth from the 22nd thru the 27th and now she won't even answer my emails. I told her I was going to take action but I guess she doesn't care....her name is ****** (the manager). This is clearly a fraudulent charge from an inept company that has no regard for the truth. I have been so stressed about this, $200.00 is alot of money to us. My hope is that you can resolve this issue for us. Thank you so much, ***** and *****************************

  Business Response

  Date: 09/28/2022

  Good Afternoon,

  We have a firm 24 hour cancellation policy. After researching your reservation, pulling up the reservation and the phone call the day before arrival per our records on a recorded line, the conversation had between you and our front desk staff was in regards to the room type. There was no call mentioning cancellation until the actual day of arrival. Our cancellation policy clearly states *************************************************************************************************** resolving this matter, we follow a strict policy across the board. If we were to make an exception for one guest regarding the cancellation policy, we would need to make an exception for all and we are not able to do this.  

  Regards,

  The Alsi Resort

  Customer Answer

  Date: 09/28/2022

   
  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,
  
  *****************************

  Customer Answer

  Date: 09/29/2022

  I'm not sure what I'm supposed to do here....so sorry....please advise

  Customer Answer

  Date: 10/04/2022

  It's not resolved because the business is lying about the phone calls. What she said is just not true. I would like you and I to see the so called phone call I made to them on the 3rd! I was leaving town on the 3rd heading quickly to the ** pet clinic. I sent proof that I called on the 2nd but she lied and said it was for a "room upgrade" or something like that. Not true....I would like to hear the so called "recording" of this. This woman has been complained about so many times on review websites.....and the main complaints are lies and she will not ever return money to the customer! So dishonest. I would like my $200.00 refunded because I called well within the 24hr cx time. Thank you so much, *****************************

  Business Response

  Date: 10/06/2022

  We have verified via our recorded calls that the information provided via our staff is correct and we will not be issuing a refund.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18140704
  
  I am rejecting this response because: they responded with lies. I would like to HEAR the recorded line.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2022

  We have attempted to resolve this dispute ammicably to no avail.

  We will not be issuing a refund.

  We have spent countless hours responding to these claims as well as multiple emails where the customer has verbally abused staff, called us names and is borderline harassing us at this point.

  This will be our final statement regarding this matter.

  A refund will not be issued.

  If we were to waive the clearly written cancellation policy for one person, we would have to waive it for everyone.

  We follow all policies and procedures set in place to avoid situations like this.

  Had the guest called and cancelled prior to the 24 hrs we would have absolutely refunded her.

  We will not however, refund a person simply because they forgot to cancel and continiously attempt to bully us into a refund, fill our website and ****** with untrue reviews, and harass our staff members. 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18140704
  
  I am rejecting this response because:
  They have stated continuous lies over and over again. I do not know how this place stays in business! I have NEVER harassed ANY of her staff. She is ignoring the proof that I called to cx in the allowed time frame. I guess there is nothing we can do when she continues to lie on this issue. I'm very sad that they can't be honest enough to refund my money. There are many complaints against this company yet nothing can ever be done about it. She also ignored my request to hear the so called recorded line she has of me. I'm not sure how people like that can sleep at night!
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/25/2022

  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.

  8-27-22 I made a reservation online for a hotel that had the following: bay view, continental breakfast, cable tv, coffee in the room etc. Most of them the usual amenities you see at hotels. Unfortunately when we arrived that's not what we got and to top it all off we didn't find out about that until after we were checked in. I arrived at the hotel and checked in upon going to my room I realized I had a tree view, no cable tv, no coffee and then when we went to get pillows and coffee we were advised there was no coffee since they were waiting for a shipment and that our continental breakfast was unavailable as well since a pipe burst the week before in the restaurant. When I contacted the hotel about these issues I got a rude response. She also made a comment that most guest don't come for the cable tv they come for the outdoor amenities. (Proving my point about not having cable tv.) We had 9 channels all news. I didn't get the following that was advertised by the company: 1) Bay view (most important) this was the reason we got this hotel. 2) ********* in my room (they were waiting for a shipment) 3) No continental breakfast: another reason for this hotel (a pipe burst) 4) No cable TV and if I want to go further the pool was closed. I tried contacting the hotel for some sort of solution but all I got was rude responses and told they went above and beyond and I was over fire code etc. Nothing about the fact that they falsely advertised all of those amenities and then didn't tell me until I came to the front office and asked for pillows and coffee with my kids.

  Business Response

  Date: 09/25/2022

  You were untruthful upon check in regarding the number of people in your party and when confronted, were untruthful again to my staff. We made every reasonable accomodation for you despite this. We have tolerated your verbal abuse to multiple staff members as you've called repeatedly for weeks, and we will not be issuing a refund as there was no violations on our part. 

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18125794
  
  I am rejecting this response because: I never once called the hotel and spoke to anyone. I also never lied about how many people were in my party nor was I ever asked. This is a complete lie just to try and cover up your wrongful doing and rude behavior. I have read more than just my review lately about this hotel and all of which will back up all my claims. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/29/2022

  As we mentioned, we will not refund you as we have a strict *********************************************************************************************************** time.

  Unfortunately in this business, we have quite a few people who don't cancel within the required time frame, get angry, and leave untrue reviews. We wish you well in the future. 

   

  Alsi Resort

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18125794
  
  I am rejecting this response because: I requested a refund within hours of leaving this hotel. Every time I wrote to the company or leave a review they have a different excuse to why they won't refund my money. Nothing to do with the fact that they had nothing they advertised having. No bay view, no cable tv, no continental breakfast, no coffee in my room, no pool and a rude staff whom lie. This hotel is a joke and I am taking this further. I have gathered all the reviews and emails. 
  
  Sincerely,
  
  *********************