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Business Profile

Hotels

SureStay by Best Western Marienville

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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: 7/5/24 Paid to business: $0 Money lost due to direct actions of business: $129.98 (194 miles driven at current rate of $0.67/mile)Commitment: One night hotel stay in a pet friendly hotel as advertised When we arrived at the hotel to check in we were refused a room because we brought our 7lb dog. Hotel advertised pet friendly on all websites including BestWestern site and 3rd party sites. We have stayed at this hotel many times with our dog, has never been an issue. Things said by staff: You booked through a 3rd party. They then confirmed we booked through bestwestern but won't be a bestwestern starting 8/1. Said we had to pick a pet room on the website, this is not true. I double checked this function doesn't exist. Asked what time we would be checking out in the morning, not sure what that had to do with anything. Front desk agent suggested a certain room the manager said "there's no was I'm putting them into a suite" even though that's the room type we booked. At that point it felt personal and discriminatory. Staff and management did nothing to resolve the issue other than become increasingly rude and unaccommodating. We were in a rural area popular for tourists during the holiday. There was no offer/ suggestion of alternative accommodations. There was no vacancy in the area due to the holiday. We were left stranded with the only option to drive back home. Myself and my husband both work in the hotel business, we are about as ideal of guests as they come. Advertising: On all websites for this hotel it mentions "pet friendly". I found one site (hotels.com) that mentions the cost of the pet fee, we were more than happy to pay this. It does not say that you will be turned away because the hotel is transitioning ownership or management. The hotel did not do anything to remedy the situation. Requesting compensation for gas and mileage on our car. This business should be flagged as a problem and future guests warned of their bad practices.

SureStay by Best Western Marienville is NOT a BBB Accredited Business.

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