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Business Profile

Hotel Supplies

Hotel Lulu’s

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:09/21/2023

    Type:Billing 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.
    Reserved a room at Hotel **** ********* ***** for 9/30/2023-10/1/2023 Plans changed and needed to cancel. Hotel charged full amount of $339.00 to my credit card the day I reserved, 9/16/2023. Nothing at hotel site advised full charge before staying. Called hotel to cancel on 9/19/2023. Recording - left voicemail with info and contact info.Sent email to hotel on 9/19/2023 to address provided on recording. No response.Called x 2 and emailed again on 9/20/2023, No answer. Cancellation policy: hotel keeps full amount if cancelled 7 days or less. I am 10 days less but suspect hotel will not respond and say I did not give notice to keep the $339. Called bank to dispute charge. Sleazy business.

    Business Response

    Date: 09/23/2023

    Hello ******,

    First and foremost, I would like to apologize for what feels like has been a very difficult and frustrating process for you. The though of you having troubling billing concerns, and being unable to reach someone to address and discuss them, is very troubling to me. I want your experience to be smooth and memorable, and as challenging as change of plans can be, I want to be part of making those changes easier, not more difficult. I can see here that wasn't the case, and I sincerely apologize.

    I completely understand that a lot of hotel policies can come across a little redundant, and sifting through pages and screens can sometimes be a little daunting. In order to complete a reservation on our website, there is a page that you must agree to and sign that has our lodging policies. There are two policies on that page that I believe deal with the issue at hand and I just want to copy and paste them below. This is in no way, shape, or form, an attempt to avert responsiblity, place blame, or anything like that. We want you to be happy, plain and simple. I just want to communicate that policy was followed here, and there wasn't any action taken outside of the standard guidelines.

    Our hotel was opened during the later part of the pandemic and as a result, all our check ins are contactless. We don't use a front desk and there is no payment taken at time of check in. All payment is made at time of booking and that is outlines in the first polciy on the "Lodging Policies" page.

    Deposits & Payments
    Initial Deposit
    At the time of booking, 100% of the reservation balance will be collected. Payment for all retail items and gift certificates will also be collected.

    This is the reason that when you booked your room, you were charged the full amount for your room.

    I know that you did reach out on 9/19, and didn't reach someone until 9/20 when your reservation was cancelled. I am really sorry about that. Our team should be available 24/7 and should be responding to your immediatley. It took a day to respond and cancel, and I know that was disappointing, and I am really sorry about that.

    I do want to mention that in no way, shape, or form, would or did that delay effect payment or amount of refund. Our policy regarding cancellations is also on the same "Lodging Policies" page and is as follows:

    Cancellation Fee
    All cancellations will incur a $100 cancellation fee outside of 7 days in advance of your expected arrival. In the unlikely event that you need to cancel your reservation in less than 7 days in advance of your expected arrival, you will forfeit the advance payment required to reserve your room.

    When you cancelled your reservation, you were refunded the full amount of the room minus the cancellation fee per policy. The cancellation fee of $100, per policy, is applied at any time post reservation exept within 7 days of the date of check in. In your case, as disappointing as waiting a day to have the cancellation confirmed, no additional charges were applied, and it did not effect the refund amount in any way. I realize that authorizations may hold for several days, and at times banks can take time to process refunds, though I assure you, you were not charged the full price of the room.

    I am really sorry about all this ******. The booking process should be easy, smooth, and fun. I take pride in making memorable experiences for our guests, and the thought of you being anything else less than thrilled is very disapointing for me personally as well as for Hotel Lulu.

    I hope that you choose to give us another chance to create that great experience in the future. Please feel free to reach out anytime with any questions, concerns, or needs. We hope to have the opportunity to serve you again.

    Thank You,

    Hotel Lulu



    Customer Answer

    Date: 09/25/2023

    Complaint: 20633839

    I am rejecting this response because:

    They held back $100 from my refund.  First I gave over 10 days notice at a time that is non peak to visit *********.

    Secondly I had to send repeated emails and make repeated calls before they responded. I suspect they only responded when I stopped payment via my bank.

    They forfeit any right to $100 "administration fee" as they failed to respond professionally and in good faith.  They owe me $100 in aggravation fee!

    Attached is a copy of the email I sent to them regarding the $100.  They have not responded.   Your site says my email is too large or in a format you don't accept so cannot attach.  I am a dinosaur senior struggling with this....

    Regards,

    ***********************

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