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Business Profile

Resort

Woodstock Inn & Resort

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:08/24/2023

    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 at the Woodstock Inn & Resort for a 4 night stay on August 13, 2023. We paid in full in advance for a suite - 2 queen **** plus a pull out sofa - for us and our two teens. Night 1 - daughter got in bed she said she noticed a bad smell. The room generally did not smell fresh - right outside our windows was the hotel restaurant exhaust fan - we dismissed her concerns as being general room staleness. She slept in that bed the first night.Night 2 - daughter complained again. We examined the bed and realized she was smelling stale urine. We pulled back the sheets - there was a significant urine stain on the mattress directly beneath the pillows. We called the front desk immediately. The hotel was full - they could not move us - they sent us a cot for our daughter to sleep in. In the morning, I spoke with ********* the property manager. We told her we planned to leave immediately. She offered us a refund and said repeatedly 'this never should have happened' and that the cleaning staff would be spoken to.We reached out to the hotel to follow up on the refund and did not receive a return call. **************** contacted the hotel and told us the hotel was planning to issue a 2-night refund to cover the nights we did not sleep there. This is not acceptable - it is inexcusable that we paid nearly $900/night for our daughter to sleep on a urine-soaked mattress and then a cot. This is a serious sanitary issue.We are requesting a refund of all 4 nights (not just 2 of our prepaid nights!) and would appreciate confirmation of the full refund from the hotel.

    Customer Answer

    Date: 09/05/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

Woodstock Inn & Resort is NOT a BBB Accredited Business.

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