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:02/19/2025

  Type:Facilities 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 booked several rooms here under the name of ******** Family and Friends for a winter weekend getaway. 2-7 through 2-9. We stayed here in the past when it was the Holidome and enjoyed our stay immensely and wanted to go back; we had several children with us as well as pets.. The staff was extremely helpful at all times but what I am complaining about and reporting is the fact that when we left our dogs out after hours, NO DOORS around the perimeter of the facility locked from the outside; they were left open at all hours of the night; anyone could walk in there with a gun, etc and no one would be the wiser.; putting our children at risk. On talking with the staff they said this has been the case for over the past five years; When I booked these rooms I was NEVER told that the outside doors did not lock as if I was informed, myself, nor any of my party would have booked here......I spent over $700.00 at this facility and when I complained all I got in feedback was that any money due me would need to be spent on deep cleaning the rooms for the pets!!!! which was a very unacceptable as we all paid $30,00 extra as a pet fee. I feel this facility is very unsafe for all patrons... Please take this issue under great review and I can be reached at the above number if any further information is needed. I already reported this to Wyndham ************* with no resolution...

  Business Response

  Date: 02/24/2025

  I am responding to the complaint about the entrance doors not locking. This is no violation of any kind. We will be remodeling soon (hopefully in spring). Entrance doors will be on the "To Do" list. This is not a safety concern. Every room has 3 locks on their door. There is a regular lock, a bolt lock and a night latch. We have rooms on the outside of the building that are not enclosed in any way. We have never had an issue with this. When a guest stays for 3 days and never has a complaint until they are checking out, then expects to have their whole stay refunded, this is not right. We catered to this group. They should have been charged for the extra tables and chairs that were taken to their meeting room, but we didn't charge them. We charge extra for set up, just like every other hotel. We also didn't charge them the $250 for each room that had a dog in it. We were not told about the dogs and they were not in pet friendly rooms. We had to shampoo carpets and deep clean each room. People stay at our hotel and tell us they have allergies and need rooms that have never had pets in them. We have pet friendly rooms...just like all the other hotels. They stayed here and they paid for their stay. We will not be refunding anything. 

  Customer Answer

  Date: 02/25/2025

  
  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. 
  
  Regards,
  
  ********* ********