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:03/09/2023

  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.

  I booked this bed-and-breakfast to come visit my son on 3/3/23 because of the reviews and the pictures online when I showed up the pictures were not accurate . This place was devastating. cracks on the wall from floor to ceiling. the sinks was all rusted & the bathtub was all rusted. the hallway had a crack the size of the Grand Canyon from floor to ceiling the staircase wasn’t up to code the floor felt like it was going to cave-in needless to say I did not stay there when I contacted the person that gave me the access code they refused to do anything other than offer me another room which the place was so scary I did not want to stay there I felt very unsafe so I left. There is no customer service after I explained that I felt like I would get murdered in this house. The next day I got a text message from the representative saying how was your stay completely disregard for customer service I truly believe that the reviews online are made up because the pictures definitely are not the pictures when you walk into the place. They refused to give me back my money I reported them through *********** where I booked the N from they refused to do anything so now I’m disputing it with my credit card. A customer should never go to a place and it looked different from what it says online and they should provide the best customer service possible. Not to mention there is a camera directly pointed at my door into the room which was quite creepy

  Business Response

  Date: 04/07/2023

  This property was built in 1888 a portion of each guests stay is used for maintenance and Historic Preservation.  Between guests that stayed in the Red Suite in early March our property like many in ***** ***** historic neighborhoods suffered damage due to ice dams melting.  Red Suite was a victim to that as well.  As soon as we were notified of the issue we offered the guest to move to a different room.  We worked with them in a professional manner.  They were at the property for less then 5 minutes made all kinds of accusations and never reached out to us until after they left.  *********** professionals performed an independent review of the situation and determined that we handled the situation with professionalism giving the guest every opportunity to be accommodated but they refused every effort.  ******* therefore decided the guest should not be refunded for their stay.  All water damages to the Red Suite have been repaired shortly after the guests reservation.  Security cameras are located in the common areas of the property for guests safety and our fully disclosed and in plain sight.  As for guest safety we have had thousands of guests stay at our property over the past few years without incident including recently an employee of the BBB.  We have an extensive security system for guest safety.  We receive high star ratings on all major Booking platforms with hundreds of reviews.  We stand by our staff and service and the opinion of *********** professionals and their decision regarding not processing the guest refund.