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Business Profile

Hotels

Garden City Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2023

    Type:Product 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.
    We booked a suite online on the 1st floor and paid much more for the suite. Due to severe back, neck and foot issues, I need to be on the ground level so I paid more to be on it. When we got there, they said we no longer could have a dog on the ground level. They refused to make up the differences in price for the cheaper room we were given on the 3rd floor. I cant possibly enjoy the vacation due to the pain of climbing all the flights of steps. They have told me untruths about my original room not being a suite. Another employee corrected this even in front of both of us, saying it in fact was. They refuse to do anything to make any of it right and havent given us an accurate receipt of what we paid them. Said it wont print the amount for some reason. We will not stay here again. We request a ****** refund for the difference in the room we were given and the suite we were denied. They have no elevator so I hope we can go out for a couple things without getting completely down in my back, neck and foot. They have been made fully aware and refuse to do anything to correct any of this.

  • Initial Complaint

    Date:11/22/2022

    Type:Product Issues
    Status:
    Resolved
    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 arrived on September 7th and planned to stay until the 10th. After checking in and hauling all of our luggage up 4 flights of stairs because there are NO elevators we arrive at the room. Once inside I was pleasantly surprised on how it looked based on how the outside looked. Then, while checking for bed bugs, because we always check, we noticed one of the beds was infested with fleas. Like, they were jumping on a bag that we had set on the bed, not one or two but a lot. We called the woman at the front desk who came and looked....eventually. She said I don't know why there would be fleas in your room, well, you allow pets sooooo that's probably why. That is one of the reasons we chose this place because they are pet friendly. Her flippant, couldn't believe she was being bothered to do actual work attitude really didn't help the situation, as you can imagine. She said "the are not fleas they are flies". Obviously we know the difference. She said she would call the manager and after waiting about 15 minutes and not hearing anything we walked to the office and she said "I don't know what to tell you, we don't have anymore rooms so stay in that one or find somewhere else" We asked for our money back and she said " I can't do that but the person that comes in in the morning can. We chose to go elsewhere and I have been trying to get my money back since then. Since September 8th......It is now NOVEMBER 16th. Every time I have called I get the run around, call back tomorrow after 4, then oh you need to speak to the manager. I speak to the manager and he says oh I can't do that only the GM(who is never there) can process refunds. Finally I was given an email address to possibly reach the GM and have sent 2 emails that have of course have yet to receive a response..... DO NOT STAY HERE

    Business Response

    Date: 12/20/2022

    Business Response /* (1000, 5, 2022/11/23) */
    This was resolved at the hotel level and a refund was given. There were several emails between me and ******** working out the issue. I'm not understanding the purpose of the complaint because the refund was given the same day complaint to you was made .


    Consumer Response /* (2000, 6, 2022/11/23) */
    They have finally credited my money back.

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair 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.
    Booked a room for 3 days. Woke up at 5:30 am our floor was wet and the walls and furniture were wet. Called the front desk, the clerk came up and mopped the floor but it didn't help. She tried to get us into another room but couldn't get the keys to work. I asked for a manager but was told there was not one on the property and I would have to wait in our wet room for 3 hours til he came in. We could not sit in a wet room for 3 hours. Very unhealthy and dangerous. We left. Next day I called for the manager and was told he would not be in for 2 more days. I called back in 2 days talked to Bill and asked for at least 2 days refund. I got one day and he would have to talk to owner for the other day and he would call me back. I never got a call back or a second days refund. This is not our fault and I feel we should get refunded for at least 2 days.

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