Complaints

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• Initial Complaint

  Date:04/16/2024

  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.

  Nearly 4 months I’ve been a regular here. 1st day I wasn’t charged for my ESA dog. Then I was, my deposit was always refunded immediately the next business day. I am also a foster mom to a sweet pup for my other job & he also came with me to stay multiple times. Also charged a deposit but fully refunded the very next business day. On top of these, I was also charged an incidental fee, however I should not be charged this at all, my hotel reservations are set up through my work, clc. The only time I was not charged this fee was when my boss was on the phone & I was having issues checking in. They have a bar in this location & I had no idea you needed a credit card to get a drink. I had already had a couple when this was informed. I told them I could pay it back or even tip them when I come back. However I did offer my virtual card that I did have completely available. They said they could not take it because they needed to see it, which you can see as my virtual card on my phone. It was accepted once later. I quit going to their bar, I no longer wanted to or cared for the extra expenses. My most recent visit, w/ full day driving & having been working my usual 13-14 hour day, waking up at 2:30am & landing at the hotel to conclude my back breaking day around 6pm. Upon check in the girl mentioned my pup was hard to handle, which was actually a bit insulting to me. He was not at all, just been a long day for us both & he is a social butterfly like myself. I checked in making the 106.50$ deposit like normal, went to the room & discovered the shower doors barely moved. Also the toilet took more than one try to flush. The handle not set in it’s normal position. I was tired & did not care to have to deal with this. Next morning, 2:30am took a shower & could not get out of the shower. The doors were a battle, the inside bar even fell out of the hardware when trying. I informed the girl at check out forgetting the toilet issue. 1st time ever, 56.50$ of deposit not returned.

  Business Response

  Date: 05/13/2024

  Meagan Taylor was charged a pet fee as per our hotel policy. I took the liberty of looking back at her past stays, and we do not have on record anywhere that she ever had her dog with her before this stay. If she did, the front desk was not made aware of it. This is why she was never charged the pet fee on past stays. I included screenshots from our PMS system, with notes, showing that there was never any pet information added to her past reservations. She states that her animal is an emotional support animal, and is not subject to pet fees. I have included screenshots from the ADA's official website regarding Emotional Support Animals and how they are not covered by the ADA. I am sorry if she felt that the comment from the front desk agent was insulting. I tried to reassure her over the phone that it was not intended in a negative way.

  Meagan states that there were issues in her room during her stay. She did not make anyone aware of those issues until she called days after checkout asking to be refunded for the incidental hold. It wasn't until she realized that she was charged a pet fee that she had any complaints about her room.

  Meagan also states that she should not ever be charged the incidental hold because her room is payed for by her company through CLC. I have included a screenshot from the CLC website that shows where it would say that we do not need to ask for a credit card if her reservation had been set up that way. Hers was not. I also included the copy of her CrewFax sent straight to the hotel from CLC. At the very bottom it clearly states that they do NOT cover incidentals for this guest.

  After reviewing all of these facts, we will not be giving her any kind of compensation.

  Customer Answer

  Date: 05/13/2024

  Complaint: 21580970
  
  
  
  I am rejecting this response because: I’m sorry but this is false, I brought both dogs, one, every other week & I even signed their pet papers each time. They gave me a tag for the door that warned cleaning staff that there was a pup inside, I do not remember what the tag says but i do remember it was adorable. They even gave me their welcome bags with dog treats inside a poo baggie that also included two waters. Most the lady’s had to pet my pups! I was a regular & they adored my them, they seemed to truly enjoy me as well. The bartender actually gave me her number & invited me out once. 

     Fortunately I have bank statements of the charges included in my stays there, which I was even charged for my ESA animal, yes my documents for my ESA are true, correct up to date & he is a registered ESA, on the National Service Animal Registry. I have statements from my bank for each & every visit. But upon calling in regards to thinking this charge was over the shower doors that were not on track when I checked in, which I did report it to the lady as I was checking out at 3:30 or 4 am the morning of 04/12/2024. She told me, “Well thank you for letting me know”, as I waited for her as she did take notes of what I did in fact tell her prior to leaving! 
     Again, the staff all knew me as a regular & loved my pups, as did the customers. One even taking interest in him! I would not make this up. That is why I am making a complaint, because I was charged I never even knew they charged for animals & kept the deposit! I was not informed of this ever!When I first brought my dog Blade, I was having internet problems but I have his ESA documents in my files on my phone. She initially informed me I was ok that it was not legal for anyone to ask anyway. I honestly never knew of any permanent deposits. But still find it completely unfair & unjust that I was a regular not being charged after having brought them so many times before. I also got ahold of my bank & found two other charges that were not there before! I was literally refunded every single time the very next business day. I would check in on Thursdays & check out before the sun came up on Fridays. 
     The reason they were charging me a deposit for incidentals, had nothing to do with my work, which is the only reason I even would stay at a motel, but it was because I found out they had a bar, but after I had a couple drinks I found out they did not accept Apple Pay, but I do not carry my bank cards ever. I have her a generous tip the following week since they said I was ok but to make sure to bring a card next time. They started charging me the extra deposit there after.   
     As for CLC, who I call to reserve a room they did not know I had my pup. I did not know I was supposed to inform them, I am use to informing the hotel myself. I had my boss on the phone one of the last stays because they got my crew fax but I did not have a reservation in their system, when I was on the phone with his support they did not charge me any kind of deposit! But the following week they started charging for incidentals. But it was not necessary, after I started bringing my dog, I also stopped visiting the bar, it was just too much & I found out we are actually also not supposed to it being a business trip. 
     I was not going to call the motel at all about my complaint, but I did to get the reference number & was asking about the charge, I was completely confused & upset I, I watch my bank account like a hawk & it was a definite charge. I am usually refunded the following Monday, I’ve been staying there every week since Feb. or May. The girl I spoke with informed me I was not charged anything, that it was showing pending at her end. I assumed it was because I contacted my bank over my concerns as well. 
  
  Regards,
  
  
  
  Meagan Taylor

  Business Response

  Date: 05/29/2024

  Meagan Taylor has stayed with us 8 times.

  02/08/24-No pet info on reservation

  02/15/24-No pet info on reservation

  03/07/24-No pet info on reservation

  03/14/24-No pet info on reservation

  03/21/24-No pet info on reservation

  03/28/24-Pet fee was charged and paid after her departure, which means it was reported by housekeeping or the front desk saw the dog as she was leaving

  04/04/24-Pet fee was charged and paid. Pet form was signed. The first sentence on the pet form is regarding the fee.

  04/11/24-Pet fee was charged and paid. Pet form was again signed.

  In this documentation I have included her receipts for the paid pet fees in the past, and copies of her signed pet form for the last 2 stays. I did not find anywhere on her other reservations or registration cards that indicated she made the front desk aware of a pet. I have also included a blank original of the pet form so that it can be seen more clearly.

  We always liked Meagan here, and had no ill will towards her. The claims that she is making this time about the bar contradicts what she had said in her previous submission. Our bar has always taken credit cards, and has never taken Apple Pay. She is making false accusations about the incidentals because she is upset that we will not refund her pet fees.

  Her animal may be a registered ESA animal. However, ESA animals are NOT covered by ADA, and therefore are subject to pet fees. This is clear on the ADA website. I did include the direct rhetoric from their website in my last response. I would ask that she please refer to the ADA website to learn the true rules of what is covered and not covered by them so that she doesn't run into this problem again in the future at another hotel. ESA paperwork is really only valid with landlords.

  There will be absolutely no compensation given to this guest.

  Customer Answer

  Date: 05/29/2024

  Complaint: 21580970
  
  
  
  I am rejecting this response because: I stopped staying there after I initially got charged after I informed the front desk on my way out that the shower door handle fell off in my attempts to try & get out of the shower. The toilet was weird too. I drive a semi & pretty much park right in front of their doors. My work shift for me  starts at 4:00am - & does not end until as late as 18:30. I am tired when I get in, I carry one back pack with my dogs items, I tow one small purple luggage bag on wheels. I have my dog lead in one hand, my phones keys & jacket in the other. I walk straight through the large arch pillars & through their sliding glass doors, I stand patiently by their fireplace display waiting if others are checking in. I socialize with everyone including the other customers. My reservation is made through my company. Yes I have always paid an up front fee only ever since I did not have a card to pay for the alcohol. 
     I watch my account like a hawk & I have always been refunded the fees, not to exclude the pet fees. One staff member even mentioned she would never charge me for my dog even if he was not an ESA. Which he is in fact a certified registered ESA, for my mental wellbeing, needed from passed traumas that still effect me today. 
     You can not get in this building anyway anywhere else unless you have a check in key. I loved it here, the staff were fun & amazing. They loved my dog every time that I brought him, gave me a door tag that said, “caution, adorable inside”, & doggie poo bag with a pup treat & two waters. After I unloaded in the room or sometimes to save from having to go back outside after the long day Id walk him before going inside, otherwise I would walk him before going down for their generous dinners. I stopped mingling at the bar after bringing my ESA. It was too pricey & the drinks just did not feel good after the long day. The last stay there, was in fact my last. The pay was just pending & not going to go through from what I was informed over the concerned call I made after the shower incident & a surprise fee that did not get returned like they all actually truly did. I had just 1 charge initially. I was going through my bank transactions to find & verify where they were returned. After making the complaint here I went through my account & saw previous charges now in place, which were not there before. I have made a dispute with my bank & that is currently under investigation. I was informed I’d not be charged for my dog, they knew me & I was a regular. I did not pay attention to the paper they had me sign because of these facts. Come 3:30am - 4am I pack my stuff take my pup, drop my key in it’s sleeve at the front desk on my way out the door. I walk straight ahead to the semi with massive puppies & kittens on the trailer & do a pre trip. Then I’m off to work again. I came in just on Thursdays & left on Fridays. I deliver Hills pet food to veterinary offices & animal hospitals. Yes they knew me & most everything about me. I have nothing to hide & am a pretty straight forward individual. I have no reason or time or energy to be making false accusations, just trying to get my money back seeing how I was given clear words upon my arrivals, I even mentioned just thinking about bringing my pup before I even brought him & was given the urgency that I must. Truly sad & unfair the character’s that come out elsewhere in my defense.
  
  
  
  Regards,
  
  
  
  Meagan Taylor

  Customer Answer

  Date: 05/29/2024

  My ESA documents