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:03/08/2023

  Type:Customer Service 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.

  Daytime manager by the name of *****, tried to break into my room because I was 5 min past checkout,the proceeded to push open the door when I unlocked it, and cuss and throw insults because we were locals and we rented the jacuzzi room. I have video and there is hotel surrvallance showing her irate behavior

  Business Response

  Date: 03/16/2023

  The reason we knocked on the door, is ******** ********* cc was declined for the late check out. I advised her with no payment for the late check out, she had to leave. She refused. We had to call the police. My maintenance man, who was present at her room door when I was trying to collect her payment, said that  Her and her friend ran out the back door, when I went to lobby to meet the police officer. We intend to serve her with a 'no trespassing ' notice if she ever returns to our property again. The police said they have to serve it to her directly. We had the paper drawn up, but as I stated, her and her friend ran out the back door. She is barred from our property. 

  Customer Answer

  Date: 03/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ******** ******** 

• Initial Complaint

  Date:08/22/2022

  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.

  After riding 2 hours with 2 children under the age of 2, I arrived and was told they couldn’t give me a room because I was considered to be a “local” because I lived within 60 miles. After telling her I was there for my mom’s cancer treatments at the ***** ********* **************, she’s a retired Marine, she said she didn’t care. So I went outside and got my 2 kids who were restless and it was starting to rain and brought them in so I could call her and try to find somewhere else to go she yelled at my husband and said we had to leave and she was calling the police. I asked about my refund and she said I would have to contact the third party administrator. After going 5 miles down the road and getting another room, I Googled my address and seen I live 83 miles from there. I just stayed there in June for the same thing but didn’t have kids and didn’t disclose my veteran mother. Now sure if it was because we have kids or she is a military veteran they discriminate against. My husband and I both work and really depend on every penny we get. $560 is a lot to loose. Especially when they could have called me before I came since it was booked on August 6th for the night of the 18th. I have seen other reviews now where they still haven’t refunded other people. We are not wealthy and our kids depend on us.
  
  If I could add pictures, I would show you the receipts where I stayed and how far my address is.

  Business Response

  Date: 09/07/2022

  We have a strict 'no local' policy, unless the guest has proof of the need to stay.  The address that the guest entered on the reservation did not reflect the address on the ID, otherwise we would have called her before arrival. Guest stated that she was told to use the address that she entered, so she would be able to stay. Apologized if she was told that, and we would check into that with staff members, but we couldn't allow a false address on the reservation.  She had prepaid through a third party, so we did not have her card info to refund.  Referred her back to the third party and advised we would not dispute the refund.