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:10/10/2024

  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.

  We stayed at The Port of Prescott Sept *****nd for a girls weekend. Our group (12 40yo women) stayed in 4 of the 6 rooms there. This establishment clearly advertises girls weekend, parties allowed on site, no clear quiet hours (we have the verbiage of this). It is located directly next to and across from, several bars/restaurants/shops etc. Of note, on the Saturday in question, there was a large biker rally called Flood Run with 100s of motorcycles, live bands, and loud party goers filling the streets, from 6am until well after 2am. We had no problem with the excessive noise this produced. Here is our issue:On Saturday (only) we were contacted around 8:50pm by the owner of the hotel, that the police had been dispatched to our rooms at the hotel (we were not in the hotel at this time) because of noise complaints made by the other hotel guests. The phone call was extremely rude and degrading and a complete surprise. As we found out later, this noise disturbance was during 2 times we stopped back at the hotel for a total of 1.5hrs (at 6pm and again 730p). We were gone the remainder of the day on Sat. There is video from the hotel we obtained later on, showing us laughing, cheering, talking loudly as we were getting ready for the night out. No malicious or destructive behavior. We received no warning or comment asking us to quiet down. We did not mean to disturb anyone and would have gladly decreased our noise volume. As a result of this allegation, the owner took it upon herself to keep all of the rooms security deposits, which is clearly stated in the rental agreement is for damages to the room. No room was damaged. We have emailed the owner in dispute asking for proof she refunded the guests that she alleged checked out because of us. We have a lawyer involved but she refuses to respond to any correspondence. We would like our $400 back. We were warned by locals she runs scams with her businesses. This is more for the principal and so she stops scamming people.

  Business Response

  Date: 10/15/2024

  Thank you for the opportunity to respond to this complaint. We take all guest feedback seriously, and we always strive to ensure a pleasant and respectful experience for all of our guests. 

  Regarding this situation, the group of 12 women who stayed at The Port of Prescott from September *****, 2024, exhibited disruptive behavior that significantly affected the experience of other guests. On the night in question, there were multiple complaints from other paying guests about loud, disruptive behavior coming from the groups rooms. This disruption occurred from approximately 6 pm to 8:30 pm. Although the group claims they were not present at the time, security footage clearly shows excessive noise, loud laughter, cheering, and talking, as well as screaming outside other guests' doors and having their own doors propped open during this timeframe.
  

  We have provided this group with proof of the complaints from other guests, as well as receipts showing that refunds were issued to the guests who left due to the disruption caused by their actions. Unfortunately, despite the complaints and clear impact on other guests, the group did not make any effort to reduce their noise level, which resulted in two guests leaving the property early.

  We remain committed to providing a positive experience for all our guests and work diligently to ensure a peaceful and enjoyable stay. We encourage future visitors to experience The Port of Prescott firsthand.
  

  Sincerely,
  ***** ******
  Owner, The Port of Prescott

  Customer Answer

  Date: 10/16/2024

  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.
  

  The business owner continues to knowingly make false statements and exaggerations. I understand it is impossible to resolve a conflict with someone who unapologetically lies, and has extremely poor integrity. 

  She states we were there from 6p to 830p. I have attached pictures with timestamps proving we were not on the premises during that entire time, as we have previously stated. But she knows this as she has video of us coming and leaving.

  The owner states "Unfortunately, despite the complaints and clear impact on other guests, the group did not make any effort to reduce their noise level." Lie. The first time it was brought to our attention that we were being loud was 10min after the complaint was made. We had already left the premises 2min after the complaint was made, so the issue has been resolved immediately. Attached proof of when we were first notified, at this time we were also threatened that the police had been dispatched, which was another lie. We contacted the PD and there was no report of a noise complaint or dispatch. We apologized immediately after the FIRST phone call notification, as we felt bad and absolutely did not intend to disrupt anyone. We were conscious of our noise volume and were very quiet the remainder of our stay.

  She chose to refund the other guests even though the noise issue was resolved the minute we were notified. Then unlawfully kept our security deposits to pay for her refunds. Keep in mind we had already been staying at this establishment for 2 other nights with no complaints from other guests.

  Also attached is the rental agreement stating what the security deposits are for. No where does it state the deposit is for noise. 

  It has been several weeks and the owner still refuses to respond to our Lawyer's request as she knows what she did was unlawful.

  I want to thank the BBB for attempting to assist us in finding a resolve. As I have stated before this is not about the money, but about the character and integrity of this business owner. We were warned by locals she is a fraudulent business owner before this happened to us. We just don't want it happening to anyone else. 

  Regards,
  
  ***** *******