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:03/29/2023

  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.

  On March 26 a reservation was booked for April 1. On Wednesday, March 29 a cancellation of the stay was initiated due to unforeseeable circumstances. They refused as they said they have a policy of a two weeks notice which I said I completely understand and I would definitely abide by but this situation this policy is not applicable because the reservation was not made two weeks ago and I asked for resolution, and if we could please be refunded our money. She said no if she did it for us she would have to do it for everybody else. She also stated that she would transfer the reservation to someone else or back to us to use within the next month to which I said it was not plausible in this situation, but I thanked her very cordially.. I said in a very nice Cordial, tone that I believe that in business, there are some times things done that are called the right thing in any specific given situation, and I did tell her that I was going to report her business to the Better Business Bureau and she hung up on me. Again, I would like it to be noted that I was calm empathetic kind no tone of any anger only that I was going to report the business to the Better Business Bureau and that is when she hung up on me.

  

  Business Response

  Date: 04/25/2023

  This Guest as wrote this to TripAdvisor Website under our Hotel. Her Partner, **************  who is not the registered Guest in our Property filed a complaint and said that whoever made our Cancellation Policy which are the ***** of ********* of the Business, are all "Fucked and all Fuckers" because we do not know how to run our business and that she report us to the BBB which she obviously did. Every Guest in our hotel have to adhere to the hotel cancellation policy as it is a legal and a binding contract between the Guest and the Hotel. Adhering to a Hotel Cancellation Policy is a must as it was transparent before agreeing to make the reservation online. Therefore, this complaint was oviously a one side conversation over the phone that her comment was incorrect. Whoever made this reservation and managed to show up at the hotel and leave early after the complaint we received from her the day before the arrival was just trying to prove their point that they can or will try to fight a business and want to get their money back.

  CANCELLATION POLICY EFFECTIVE JUNE 15, 2020: 
  
  The guest will be charged for the full amount of the reservation when the reservation is made. If your plans change, you can cancel Free of Charge until 14 or more days before your scheduled stay and  receive a full refund. If you change or cancel your booking less than 14 days prior to arrival date you will not get a refund or credit to use for a ***********. There will be NO EXCEPTIONS. A No Show will result in the forfeiture of the entire balance of your stay. We are unable to give refunds for early departures. 
  
  

  Quote:

  "Please save yourself the trouble and book elsewhere. The customer service is disrespectful and does not care for the safety and well-being of the guests.

  Backstory: my partner and I stayed at mill creek during a tornado. We called the front desk to ask for guidance and did not receive any. In addition, our TV and fireplace did not work. The air conditioner made a very loud noise all night. We ended up leaving early from our $425 2 night trip. When I reached out to mill creek for support after my visit, they said 50 dollars is more than generous, take it or leave it. I have never experienced customer service like this. So many other places to stay in ***********, please stay elsewhere.

  Our responds with the actual scenario:
  

  You called the hotel and wanted to cancel your reservation on the day before your arrival and demanded to have a full refund and you wouldnt take No for an answer and threatened the hotel writing a bad review and you showed up anyway. During the tornado warning, everyone went to the safety area and instead you called the front desk and asked for a phone call when the actual tornado comes; you lied about the tvs and fireplace not working as I inspected immediately upon my inspection to confirm your claim; you failed to report your issues at the front desk at the time of the incident of TVs and fireplace not working. Confirmation email sent to you and clearly stated the Hotel cancellation policy and the location of our hotel. Youre anger at the hotel and staff caused you to a faked accusation to prove your point and doesnt seem to make sense. Please stay at another hotel that suits your needs in the future. 

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  Please note, I have never use the * word to this company or anybody I spoke with, nor would I, as I conduct myself in a professional manner and this is a blatant lie, and this is defamation in my opinion
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  *or your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************