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:07/02/2025

  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 June 19, 2025, I arrived at the trail's End Motel. I was given room # ** in the dilapidated building behind the motel. This building and motel room looked nothing like the photos on ***********. The outside door to the building was not locked nor lockable. The motel room appeared to be occupied by someone else because there were personal belongings in the room: a bottle with some liquid in it, some paper trash, a tattered red comforter that looked like it belonged to a homeless person. My husband and I went immediately to the front desk and asked for our money back. *****, the desk attendant said he did not have the authority to return our money. He said he would have the manager(**** ?) take care of this refund. He even wrote down our name and phone number. He claimed the motel was full and there were no other rooms available. We deserve a refund because we did not stay the night in this motel. The service was NOT as advertised on ***********. Neither ***********, nor Trail's End have been willing to refund our money for a stay that we did not use because the premises were dirty and inadequate. There were weird people hanging around the premises and I did not feel safe. We ended up staying in the ************** in ******** that night. I have called *********** numerous times and we revisited the Trail's end Motel the next day to speak with the manager. They still have not refunded our money. I do not appreciate this type of ******* or bait and switch or fraud. They are stealing. We paid, but we did not receive the service advertised.

  Business Response

  Date: 07/04/2025

  Good morning,
  I was not here when this happened but spoke to ****** about the situation. Ms. ******* was checked into room#***, not #** as she states. This is shown on the registration receipt that she attached. She prepaid through *********** which provides us with a virtual card containing the amount that we are allowed to charge. She paid $96.05 to *********** ($85.00 room rate + $11.05 tax). *********** holds the tax and creates a virtual card for the room rate. Upon check-in, ****** charged the virtual card in the amount of $85.00. This is shown on the registration receipt that Ms. ******* attached. There was one room available, and ****** offered to move them. She said she didn't feel safe and wanted a refund. ****** voided the charge which then gives the money back to ***********. ****** mentioned to her that because she paid through *********** that she would have to request the refund from them. We have not received any money for Ms. ******** reservation so there is no money for us to refund to her. There has been no *******, bait and switch, or fraud on our part. This is an issue between her and ***********. 

  Customer Answer

  Date: 07/08/2025

  Complaint: 23547676
  
  I am rejecting this response because:Right now, I am on the phone with *********** and they say that Trail's End Motel must send them-Booking.com-WRITTEN confirmation of the fact that they supposedly"refunded" my money and of the fact that I did not stay in the Motel.
  
  Regards,
  
  ******* D. *******

  Customer Answer

  Date: 07/08/2025

        *********** claims that they have NOT yet received the proper written confirmation from the Trail's End Motel that I did not stay there and that I am due a full refund. Apparently the motel must approve my refund from ***********.  I am on the phone with *********** right now.

  Business Response

  Date: 07/09/2025

  We were NOT aware that *********** required written confirmation of approval of refund. *********** called yesterday (7/8/25) and written confirmation was provided as per *********** instructions.