Complaints

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• Initial Complaint

  Date:05/23/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We never stayed in the room. We were there no more than 10 minutes and realized this wasn't what we thought we were getting. This is not somewhere we would of stayed. I guess it is what it is. 
  
  
  
  Sincerely,
  
  
  
  Michael *******

  Business Response

  Date: 06/04/2023

  Good Evening,

  I am sorry we did not get response to you earlier on this matter. We get so many spam e-mails so we did not open earlier.

  This gentleman stayed with us and directly told Joe that he had no issues with us or the hotel but there was nothing to do in our town and he was going to leave early and cancel his reservation. We explained our cancellation policy and explained he would not be refunded the remainder of his stay, He was very upset about that. Hethen called a couple times putting us and our business down. I do not know what he was expecting as far as hot springs in our building, we have a spa with infa red heated rooms and massage therapies but do not advertise for any hot springs on site. As for our OLD building, yes it is, It was built in 1891, our rooms are all modern and decorated nicely, We receive many compliments on our rooms for cleanliness and ambience. There is ALWAYS someone on-site or with-in minutes of the Hotel if guests should need anything. We do not have someone sitting at the desk 24hrs with our 10 rooms. I am sorry he found our town and hotel a disappointment, we do not advertise anything different than what we have to offer. We are inspected by the State Dept of Health and have NEVER had a low score and our last inspection was just done  weeks ago and 100%. I am not saying we have never had bad reviews, of course we have, Unfortunately many of those are for the same reason as people change their mind and want to move on so make up reasons. We have also had many guests with legitimate complaints who simply are kind and state they just want to bring it to our attention so we can remedy it. As for dirty towels on the floor, he went into our private hydrotherapy tub room, it is a scheduled private soak so it had not been cleaned yet from the last couples soak. It was not in a common area  and is marked PRIVATE and certainly is cleaned and sanitized in between all appointments. We are a small Mom and Pop business and it is a struggle to say the least to keep business going in this new normal we live in with little help . I am not saying we don't make mistakes or things get overlooked but this is just not the case with this guest. If people want to be guaranteed their room they need to understand the business side of holding that room for them and lost revenue .  We would absolutely refund someone if they had a legitimate complaint but not just because they didn't like the town. He never called for any of these issues or needs while he was staying there. Thank you for letting us tell our side of the story.

  Joe and Julie ******

  Business Response

  Date: 06/07/2023

  I am sorry I did not know he did not stay the one night, Joe confirmed he did leave. We are honest in him stating he did not think we were a resort and he thinks a resort should have been a resort like they just came from, but he stated it isn't so much our hotel as the town in general and he wanted his money returned and wanted to go to another town. He then became upset when Joe told him our cancellation policy and stated complaints and called again the next day stating there were dirty towels in the bathroom ect, as I stated the towels were in a room he did not have access to, it was a PRIVATE soaking Tub room that had just been used so it had not been cleaned.It is not in our control that guests are going to love our town or our resort. I do not feel we have any mis leading information on our website that describes us any different than what we are. We are a 130 yr old hotel with lots of history and ambience that most of our guests adore.We will do whatever you (the BBB) agrees is the best thing to do,

  Joe and Julie