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:04/29/2025

  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.

  4/29/2025 I am reaching out to you to address a disputed reservation that has gone unrefunded and the management's unresponsiveness to address the matter. I had addressed the matter with the customer service representative, Precious. I had booked a reservation through *********** for this past weekend, and unfortunately, I had to cancel since my spouse and I got sick and were not able to use the reservation. We spoke to ******* on Thursday afternoon, April 24th, to allow enough time to cancel without penalty. She was very understanding and mentioned she was going to provide a credit for a future visit to expire within 5 years. (This would have been acceptable). I provided an email address for that confirmation and still have not received a response. This was after both my spouse and I contacted ******* at different times. Each time we were assured that we would receive an email confirmation. We were later told to reach out the manager, ********. A message was left for the manager on April 28th. We have not received any response. It appears that the line staff is unable to provide any assistance, and the management is unresponsive. Thank you for your help in resolving this matter. ***** ******* DNP, PMHNP-**, NPD-**, **-BC Psychiatric Nurse Practitioner ***********************************--Mental Health ******************************************* *********************************** ************

  

  Business Response

  Date: 04/30/2025

  Hi *****,

  Our records indicate that you received four separate email & digital responses on 4/24/2025.
  
  In summary, your reservation was made through a third party. The terms and conditions you agreed to through your third party (not us) indicate that the reservation is non-refundable. Thereby, we have no control over your reservation.
  Here is the current copy of our terms and conditions found on our website: 

  
  1.3. Cancellation Policy:
  For flexible rate reservations, you can cancel without penalty up to 24 hours before arrival. If you cancel later, well need to charge one nights room rate plus tax to your card, but well make the process as smooth as possible.
  For non-refundable reservations booked directly with us, any unused deposit can become a gift certificate for use at our hotel within five yearsperfect for planning your next visit!
  For non-refundable reservations through third-party travel agents, youll follow their terms, as we cant and won't adjust your agreement with a third party. If they choose not to refund you, please reach out to us directly.  
  
  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business states  "Our records indicate that you received four separate email & digital responses on 4/24/2025".  This is not the case.  The only time that I hade received any email or notification of how to obtain resolve this matter was when I contacted the BBB.  I have no emails or digital responses.  
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/30/2025

  Customer alleges business has not communicated. 
  Customer requests business communication. 
  Business responded via BBB, email 4x, and phone call. 
  Customer is welcome to return any of these direct communications. 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to a copy or screenshot of the emails that were sent on 4/24/2025.  This would be helpful in resolving this matter.  Thank you.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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 arrived with my daughter for a doctor *********** on Wednesday (at the same time as the *** convention). The room was booked 3 months earlier. I arrived early to check in and was told that my room wasnt ready yet.So I waited for an hour and a half at the restaurant of the hotel only to be called on the phone by *****, the manager and told that the rooms were oversold by Expedia. Therefore, I would need to go to another hotel, a Double Tree right within the security perimeter for the *** conference.I protested that I shouldnt have to bear the brunt of their mismanagement, that I flew from ****** and that I shouldnt have to move. He said that it was my fault for trusting Expedia and that he cant produce a room out of thin air. He hung up on me because he said I was rude to him and that he kept repeating the same thing. Before hanging up, he said that if I could get myself all the way to the hotel from ******, surely, I can make the effort to go to that other hotel. I left the restaurant and found ***** sitting behind a desk at reception. He said that he didnt have to talk to me and that all I had to do is go to double tree and that I was lucky because it is worth more that I paid 3 months earlier for my room. He added that I would get a $200 credit to eat and drink. I said there is no way I would eat and drink that much and also, why would I want to eat and drink only at the doubletree. Because of security surrounding the ***, the Uber had to drop us at a corner and we had to walk. I also struggled the next day to get an Uber to the hospital for the same reason.What shocked me is how they can just get rid of a mother and daughter (who is sick) without a second thought. That they did not take responsibility (Expedias fault). They did not find me the equivalent. The Double Tree had less amenities. ***** offered that I stay one night for free if I come back but how could I trust them again? I would Never risk it again.

  

  Business Response

  Date: 07/19/2024

  Thank you for taking the time to share your experience with us. We appreciate your feedback and understand your concerns.
  
  We agree that it is unfortunate that a third-party travel company oversold our property, and we regret that these circumstances were out of our control. Despite this, we tried in every way to ease the burden on you and your daughter in recognition of the extenuating circumstances. Although the cost of your reservation was ~$275.00, we paid $600.00 to relocate you to a nearby hotel with highway access per your request and included a $200.00 food and beverage credit. We are thankful that we were able to offer this to you as a gesture of goodwill and to exceed your expectations in this challenging situation. Additionally, we offered a complimentary stay in the future, which far exceeds what any corporate chain property would typically do.
  
  Although we understand the situation was unfortunate, there is no room for abusive, vulgar, and inappropriate language, and we will not tolerate harassment of our staff. We have a legal obligation to prioritize the well-being and respect of both our guests and our employees, and maintaining a respectful and welcoming environment is essential.
  
  We appreciate your understanding and regret that your stay was not as expected. Should you have any further concerns or wish to discuss this matter further, please do not hesitate to reach out.
  
  Warm regards,
  
  Yours in Hospitality,
  
  ******************** ********
  General Manager
  Knickerbocker on the Lake
  ***********************************
  ******************

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I am dissatisfied with the answer from the business, Mr **** claims to have relocated me near a highway access "per my request". He either has me confused with another customer or he is lying. I never asked him that. In fact, I wasn't even driving. The alternative room was in a Double Tree, hardly an upgrade, it didn't include a Spa or Haidresser and I had no intention to dine in the *****************. The "gesture of goodwill" absolutely  didn't meet my expectations. Moreover, right before Mr **** hung up on my husband, my husband asked him to speak to his manager. Mr **** answered that he was the ** and therefore my husband was out of luck. I think this gentleman thinks he can get away with murder because we haven't found (yet) the persons he answers to. I did not need Mr **** to throw money at me for dinner, just for him to allow me to use the room that I booked and paid for three months ago. In fact I used the credit he extended to treat people I don't know at the bar of the Double Tree.

  I do not understand the text referring to abusive, vulgar etc language or harassment. I never used such language, it seems a desperate attempt to discredit me. Mind you, he doesn't say that I used such language, he writes that "there is no room for it". You can ask him to show proof that this gentleman has been harassed or verbally abused. Unless this is on a recorded line, given this man's propensity to misrepresent the facts, I will never speak to him directly.

  I asked for an explanation as to how he waited until the last minute to inform me and my daughter that they would not honor my reservation ad I haven't received an answer. The closest I got was when he sais that because I was staying just one night, I was the "lowest impact customer". **** in mind that I was a mother traveling with a sick child, I came to ********* to visit an internationally renowed doctor. In my 48 years of travelling around the world, this is the first time I was treated so badly by hotel staff. This is truly shocking. 
  
  Regards,
  
  Laila Ouarrachy

  

  Business Response

  Date: 07/22/2024

  Chain hotels often relocate guests to other properties two times a day, whereas we have only had to relocate a guest two times in fifteen years. We strive to ensure guest satisfaction at the highest level. In response to the overbooking by a third party, we relocated - at our expense - the guest to another hotel which cost over $600.00 per night during the Republican National Convention. We offered to pay for transportation which they refused. We offered a food and beverage credit of $200, of which they refused then used to the tune of ~$185.00, then claimed we insulted them by noting they used the credit they scolded us for offering. Further, we've offered them a complimentary stay for the future at our property in an attempt to make up for the third party's error. Our property received a net of ~$275 from this hotel reservation; our expenses far exceeded the income from this reservation nearly 3x - We share this to emphasize that we have gone out of our way without any concern of the cost to attempt to help this guest. 
  
  At this point, we cannot find a single conclusion that would satisfy this guest's seemingly personal vendetta against our property and staff. We recognize that the guest is dissatisfied with the response, however, we have fulfilled all legal obligations to the guest and went above and beyond in an attempt ensure their satisfaction and comfort. We regret we could not come to a conclusion that satisfied them. 
  

  We understand that is it unfortunate to be relocated from one hotel to another because of a guest issue with a third party. From the above, however, we feel that we have done everything in our power to make it right, such is the promise we make to our guests. The response from the guest to the efforts we've taken, however, are grossly inappropriate. The guest has harassed our property and staff, verbally abused, harassed, and used vulgar language against our staff, harassed the property and staff of the hotel to which they were relocated, accosted then blocked our property on social media, and others. These are not the actions of an individual seeking a solution. We dispute all claims from the guest above. The audio & visual surveillance at the front desk easily dispute the guest's claims and confirm our position. 

  There is no further action to be taken and we will not respond for further comment - regardless of the accusations invented hereto forth. 

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr. ****,
  
  You don't have the authority to decide whether or not I should take further action. With this in mind, I will first address the contractual issues, then your baseless accusation against Expedia and allegations of abuse and harassment directed at me. This is not how we do business.
  
  1 - Breach of contract: given that I have booked and paid in full for my room in April 2024. Per my bank statement, the transaction went through directly to your establishment on April 22, not to Expedia. Because I had paid for my room and booked it, you declined to provide me with my room on July 17, which put you in breach of contract. Now, let us imagine that some problem occurred and my room wasn't available. As a hotelier, your obligation is to provide me with the equivalent in the vicinity of your hotel and offer me transport to that hotel. The Double Tree, although their staff is courteous and the rooms are clean, is not the equivalent of the $409 room I booked through the advanced booking rate. The Double Tree did not have a Spa or a hairdresser; it was much further away from the park and the lake. 
  Furthermore, when I asked if any other options were available, Mr. **** said no. Mr. **** placed the blame on Expedia for overbooking and on me for trusting Expedia. I was so shocked that it didn't occur to me at the time to check how I booked my room (I didn't use Expedia, and I have proof). Mr. **** told me to go out and find our own way to the new hotel in an unfamiliar city with many roads blocked by security around the Republican National Convention event. I paid for my own Uber ride, which could not drop me directly in front of the Double Tree because of security checkpoints (the itinerary is visible on the attached Uber receipt).
  
  
  2 - Mr. **** alleges that he has fulfilled his legal obligation by extending a $200 credit towards food and drinks, knowing I was in town for less than 24 hours. An advance payment for my room at the Double Tree would cost less than the $409 I paid for the Knickerbocker room. So, at best, the $200 was meant to bridge the gap between what I paid and what I was getting instead. However, it is only possible to know once I receive a copy of the invoice for the night I spent at the *********** on July 17. I have asked the Double Tree General ******** Mr. ************** who declined to send it to me because the invoice belongs to the Knickerbocker. I emailed Mr. **** to ask him for a copy of the invoice so I could see if the trade-off was fair, but Mr. **** still needs to return my email. I am considering further action until I get a copy of this invoice.
  
  
  3 - I have contacted the Expedia Travelers Resolutions desk directly to triple-check that I didn't use them to book my room at the Knickerbocker. And I checked my bank statement. Both show that my booking was done directly with Mr ****** hotel. So Mr **** saying that it was Expedia's fault and mine for trusting them is a lie that could damage Expedia's reputation too. In the latest email from Expedia, ************** stated that the front desk of the Knickerbocker admitted that the reservation wasn't made through Expedia. Mr. **** simply doesn't take responsibility.
  
  
  4 - the $200 credit and allegation of abuse: I received a phone call from Mr. **** informing me that I didn't have a room while having lunch at the **************** attached to his establishment. I spent $110, including a tip of around 25% to 30%. The servers were very nice. 
  
  Mr. **** states that "The guest has harassed our property and staff, verbally abused, harassed, and used vulgar language against our staff, harassed the property and staff of the hotel to which they were relocated, accosted then blocked our property on social media, and others."
  
  The only truth is that I blocked Mr. ***** from contacting me on my personal Instagram page after he tried to shame me for using the $200 credit. The rest is an utter fabrication that he should either retract and apologize for or substantiate with the audio and video recording he claims to have (we both know he can't because I am never vulgar). Having no justification for his despicable behavior, it appears that Mr. ***** has decided to bring my character into disrepute. He lies with astonishing abandon and paints himself as a victim. Mr ***** doesn't expect to be called on his bluff to provide evidence (The audio & visual surveillance at the front desk easily dispute the guest's claims and confirm our position.)
  
  
  If I was abusive, as Mrs ***** claims, why would I routinely tip people between 25% and 30%? Also, if I was abusive, knowing the area was swarming with security, why wasn't the police involved?  I am losing count of the inconsistencies in Mr ****** account.
  
  
  Again, I didn't need the $200 credit. I had just had lunch, and I had a reservation for dinner outside that we ended up canceling because my daughter was too tired and upset to go out after the ordeal. However, I didn't want it to go to waste, so  I used it to treat patrons to drinks and snacks at the Double Tree bar. 
  
  5 - After reading a race and discrimination complaint against the Knickerbocker on the BBB website dated 08/26/2021, and given that I am also a woman of color, I am wondering if that played a part in Mr. ******* behavior. I noticed that in his response to the complaint he offered to show video evidence too. I wonder whether he throws accusations at people because he thinks that he won't be called out on his lies.
  
  I'm attaching:
  - messages with ***************** statements showing my direct payment to the Knickerbocker in *************** statement showing that I spent $110 at the Knickerbocker restaurant before being told to leave
  - the Uber receipt for the trip that I paid for and ordered myself.
  
  
  I kindly invite Mr. ***** to: 
  
  1 provide a copy of the invoice for my room at the Double Tree on July 17
  2 either provide audio and video evidence of my antisocial behavior or formally apologize for attempting to bring my character into disrepute.
  
  Regards,
  
  Laila Ouarrachy

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair 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 Saturday May 20th 2023 we checked into the knickerbocker on the lake hotel. We went to the wedding we were there to attend and come back to notice there were multiple hairs on the bed. We went downstairs and told the guy at the counter. He switched us to a different room due to not having a cleaning crew at that hour. We went upstairs thinking everything was fine. Upon getting ready for bed I went to the bathroom and saw p*** all up the back of the toilet. The toiletries were all empty. When I went down stairs the next morning and told the lady that was working at the front desk she made it seem like it was my fault that I didnt call down to have the front desk guy clean the toilet. She was extremely rude. These rooms were not being cleaned. I called the manager on Monday because I was told he wasnt in on Sunday and I have yet to receive a call back.

  

  Business Response

  Date: 06/06/2023

  Dear ***********************
  ,
  We sincerely apologize for the issues you experienced during your stay at the Knickerbocker on the Lake hotel. We take guest feedback seriously, and we appreciate you bringing these concerns to our attention. Please accept our apologies for any inconvenience caused.
  
  We have thoroughly investigated the matter based on your complaint, and we understand that you encountered multiple cleanliness issues in your room. We regret that our staff was unable to confirm these concerns at the time of your report. However, we acknowledge that it is our responsibility to maintain a high standard of cleanliness throughout our establishment, and we apologize for falling short in this regard.
  
  Regarding the hairs on the bed, we appreciate your understanding when the front desk staff promptly moved you to a different room due to the unavailability of the cleaning crew. However, we deeply regret that you encountered further cleanliness issues in the new room. The presence of p*** on the back of the toilet and empty toiletries is completely unacceptable, and we apologize for the distress this caused.
  
  We are also disappointed to hear about the negative interaction you had with our front desk staff when reporting the issue the following morning. Our employees should always strive to provide courteous and helpful service, and we apologize for the rude behavior you experienced. We will address this matter with the individuals involved to ensure it does not happen again in the future.
  
  At the Knickerbocker on the Lake, we value our guests and their feedback, as it helps us improve our services and maintain the high standards we strive for. We apologize again for the inconveniences you faced and assure you that we will take corrective actions to prevent such issues from recurring.
  
  Thank you for bringing these matters to our attention. We appreciate your patience and understanding. If you have any further questions or if there is anything else we can do to assist you, please do not hesitate to reach out to us.
  Sincerely,
  *****************************
  General Manager
  Knickerbocker on the Lake

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Im unimpressed with your response. I called the day following and was ignored by you. I want a refund. 
  
  Regards,
  
  ***********************