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Description

Martha's Vineyard Inn & Spa provides hospitality services including bed & breakfast accommodations as well as Spa services.  The Business offers holistic retreats as well as supplements.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Martha's Vineyard Holistic Retreat meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Martha's Vineyard Holistic Retreat include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Martha's Vineyard Holistic Retreat
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 23, 2007 Business started: 03/01/1988 in MA
Type of Entity

Sole Proprietorship

Business Management
Dr. Roni DeLuz, Owner Ms. Whitney Singh, General Manager Ms. Lindee Silva, Executive
Contact Information
Principal: Dr. Roni DeLuz, Owner
Customer Contact: Ms. Lindee Silva, Executive
Principal: Ms. Whitney Singh, General Manager
Number of Employees

2

Business Category

BED & BREAKFAST ACCOMMODATIONS SPAS-BEAUTY & DAY INN Bed-and-Breakfast Inns (NAICS: 721191)

Service Area
Martha's Vineyard Holistic Retreat provides their services in ALABAMA , ALASKA , AMERICAN SAMOA , ARIZONA , ARKANSAS , CALIFORNIA , COLORADO , CONNECTICUT , DELAWARE , DISTRICT OF COLUMBIA , FLORIDA , GEORGIA , GUAM , HAWAII , IDAHO , ILLINOIS , INDIANA , IOWA , KANSAS , KENTUCKY , LOUISIANA , MAINE , MARSHALL ISLANDS , MARYLAND , MASSACHUSETTS , MICHIGAN , MINNESOTA , MISSISSIPPI , MISSOURI , MONTANA , NEBRASKA , NEVADA , NEW HAMPSHIRE , NEW JERSEY , NEW MEXICO , NEW YORK , NORTH CAROLINA , NORTH DAKOTA , NORTHERN MARIANA ISLANDS , OHIO , OKLAHOMA , OREGON , PALAU , PENNSYLVANIA , PUERTO RICO , RHODE ISLAND , SOUTH CAROLINA , SOUTH DAKOTA , TENNESSEE , TEXAS , UTAH , VERMONT , VIRGIN ISLANDS , VIRGINIA , WASHINGTON , WEST VIRGINIA , WISCONSIN & WYOMING.
Alternate Business Names
Martha's Vineyard Inn & Spa
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Additional Locations

  • 209 Franklin Street

    Vineyard Haven, MA 02568 (888) 667-6168

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Complaint Detail(s)

9/13/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to ask for your help to get my money back from a vendor. I Booked & paid for a Holistic Health, Diet & Detox retreat on ******’s ******** for 14 nights. I stayed for only 5 nights because i found the experience, service and the Housing unacceptable. I am seeking credit to my **** for 9 nights @ $595 Each. I believe that what was sold is nothing like what i received. The premise of the program is that you drink only vegetable juice and soup to diet & detox your body in what was described as a Home-Like environment & is called an INN. The Inn, is in fact the Dr’s personal home in which her family & extended family lives, which is very uncomfortable. The Family includes a teenage son, an ex husband, and a brother in law who is very frightening & stares at people in a very unsettling manner. The room that was provided is awful. It is small, dark and without even basic amenities such as hand soap or shampoo. They refuse to give me a key for the room. The room is very dirty & full of hair, bugs & spiders. The entire house is dirty, and upon entry has a very pungent, unpleasant odor. There is no front desk, no staff to ask questions, get help or even carry your bags to your room. The powdered juices she offers during the day are left in the refrigerator each morning. 3 powdered drinks & 1 live vegetable juice, which optimally should be consumed within a few minutes of being juiced so the nutrients can be maximized, in stead, it sits there all day. The powdered drinks are a line of products that she continually tries to sell you at every possible opportunity. They taste awful. Whole foods and countless health food stores offer a much better variety at much less cost. Alternatively, there is an organic juice bar a few blocks from the house where juices are $8 for fresh, organic, delicious juice. The soup is pretty awful as well, and the house 'Intern' reports having found a big hair in her soup a few nights earlier, which seems consistent...there is hair all over my room & around the the house. Once i leave this house I check into a *** ******* ***** *****, it offers a puree veggie soup every night, Chef prepared for $10, as opposed to Dr ****‘s daughter making soup in her kitchen. The rest of the services that are offered are not actually at her house, but at the ******* ***** ***** about 6 blocks away. These include gym work outs, yoga classes, sauna, steam room, and jacuzzi. On my second day, I go to the ******* ***** to use the gym in the morning and return to the house for my scheduled powdered juice. Later in the afternoon I go back to the hotel to swim in the pool, however when I and the only other guest arrive back there, we are told by the woman at the front desk that we can not come in. Apparently, Dr. **** has not paid her bill. We are informed that even after several attempts to contact her regarding payment, she refuses to pay her bill. We are asked to leave & not return until payment is made. We are mortified by being thrown out of this hotel lobby. I have paid this woman upfront, in full for a program & then am thrown out of the hotel where most of the services are provided...for non payment. We call Dr ****'s house and are instructed to return for an unscheduled class in nutrition, given by a woman named ***** whom i met the previous day upon arrival. ***** is a 300+lb., 60+ year old woman who smokes & is diabetic. I am rather confused about how this woman represents in any way health, vitality, diet & detoxification. For this class, she shows up with some broken pencils and asks us to take a quiz for her about toxins in our lives. This is scattered, pedestrian & presented in a very child like & silly manner. it’s also very basic information that almost anyone would know. She then proceeds to lecture us about distilled water, something else we both already know about. We stop her & explain that this is not really of any help to us & possibly we can move onto a different level of information that we don’t already know. She says she’ll think about it & would be back the next day. Lacking anything of substance to discuss with us, She starts in again about coloring fearies in a color book that she has brought and briefly discusses the Bible again & the fact that her daughter has a problem with drugs. All things that she discussed with me the previous day when i arrived. Next we discuss with ******, a house employee, being thrown out of the ******* ***** ***** earlier in the day. She promises that this situation will be rectified & calls the hotel. She says we can go back in the Morning since they had found 3 passes for us. I am also told at this time that Dr **** will be reviewing my medical history with me this evening, but she doesn’t show up. We next inform ****** that we are not interested in taking the class again with ***** tomorrow. It is entirely too weird & a waste of time. At this age, i have no interest in coloring books or Bible studies. She tries to convince us to take the class, but finally says she will inform DR **** & ***** and we won’t need to take it. The next morning the other guest, ****** & I head back to the ******* ***** ***** for Yoga. We are allowed in, but we are informed that there are only 3 passes on our account. We will be using 2 to take the yoga class, but we will not be allowed in again after that. Once again we are embarrassed & have clearly been lied to. We head back to the House. We see Dr **** who insists that the people in the hotel are “Crazy & she has no idea what they are talking about” We explain that this was part of the deal for which we have pre paid her & she needs to make sure that it’s taken care of, we won’t be embarrassed again. She assures us this will be the case. I go up to my room to change, but she does tell ****** that we can’t go the ******* ***** twice a day, because she is obviously charged for every visit. ****** tells her that this is wholly unacceptable & not what is described in our schedules. On tuesday May 31st ****** & I were confronted by Dr **** who insisted that we take the class and get B12 shots. She is particularly aggressive & annoyed that we had cancelled our scheduled class with her friend ***** about nutrition, in spite of the fact that we had given 24 hours notice. I was willing to get the shot, but ****** refused. ***** took me into a private room to administer this shot, however when we got into the room, she asked me if i wanted to give myself the shot. I was speechless, i explained that i had no business giving shots, i was not trained to do so. She then did give me the shot, but as i was about to leave the room, she asked if i would give her a shot, i was absolutely horrified. She started to pull up her shirt, as the shot was given directly into the belly, but i refused & left the room & the house very quickly. I was left with a very uneasy feeling about allowing these people to have given me this shot. I can't imagine that a registered nurse would ever say or do such a thing, and am now left wondering if this was a safe thing for me to have allowed her to do. On June 1st, Dr ****'s Ex husband ****, who is called the head of security, informs us that there is a tornado warning for our area and the Governor has just declared a State of Emergency. We ask him what the plan is for safety if the tornado comes, Do we hide in the basement? Is there somewhere to go? Can he tell us where to wait? HIs only response was...'Just Pray', and he turned and walked away. We are all now very frightened. None of us has had any experience with tornadoes. As well, we are all unfamiliar with the map of massachusetts. We find a TV in an open room and try to get the local news as we try to ****** map our location to see if we are in the path of the tornado / anticipate the danger. Finally, we call the local police in a panic for information. Thankfully, they let us know that the storm has turned North & they believe that we are out of danger. About this time, the Ex Husband returns to give us each a tiny LED light keychain in case we lose power in the house, At this time, i ask him if he can provide me with a key to my room & he replies that he has no idea where they could be, sorry. I had previously asked the intern if she could provide me with a key & she couldn't find any for my room & stated that DR **** did not like her or anyone else to have keys for their rooms. At each & every opportunity to interact with these people, the entire operation seems unprofessional, unsafe and sloppy. I have become frightened for my health and safety in their very expensive care. At this point, nothing at all seems worth the $595 per night that i have prepaid on my credit card. The house is not at all what was promised, we are tossed out of the ******* ***** ***** 2 times, the juices are powdered, the soup has hair in it, the room is awful, tiny, & dirty, and i can get no key to safe guard my self or my property. They are constantly marketing their products to you if they bother to speak with you at all. The only thing left she could possibly claim any compensation for was her professional service, which consisted of 1 interview about my health. You are promised her counsel on the state of your health, diet & wellness moving forward. None of which ever materializes. At my one interview she once again tries to sell me the services of a DR ****** who is a partner of hers. She is insistent that i get blood, adrenal and thyroid tests with him, which i decline. She can't tell me why these would be necessary and what this request is based on. I have just had blood work done by my Dr's at an annual physical the week prior and i tell her that everything is normal. Next she again tries to sell me all of her powdered drinks, as well as trying to convince me that i should eat meat & dairy products. I inform her that I am a vegetarian and have been for many years. She continues to sell me the exact same plan that she was trying to sell to the other guest with me at the house, ******. I do tell her that every other naturopathic Dr that i have ever met with has always suggested a diet free of meat & dairy products, as they can cause food allergies and health issues. She is not hearing me. So now there is nothing about this program that is worth paying for at all. To make matters worse, my confidential / personal file , as well as files of former patients, are kept on the kitchen counter right next to her refrigerator. Files are clearly marked in magic marker with your name, room number & length of stay on the outside. My confidential medical history, a 9 page document, plus her notes from the interview and all of my personal information, address, phone, etc. They are displayed in a large file holder where everyone & anyone can look inside or take them. I find it hard to believe that anyone in this day & age could be so careless with this much of a patient's personal info. I believe this program is a scam. Apparently many other patients leave the program early as well after having a very unsatisfactory experience. I spend the next 9 days of my stay on ******'s ******** at a hotel in town. Random people at the shops and Hotels in town all seem to be full of stories of unhappy guests who have left Dr ****'s house early and/or have gotten sick there. Along with many stories of her unprofessionalism and unscrupulous business practices. I have asked nicely for a credit to my American Express for the 9 days that i didn't stay there. It becomes evident very quickly once you have arrived at Dr ****’s House that the program & surroundings are not at all worth $595 per night. The going Spring rate in town for a standard room is in the neighboorhood of $129-$179. My stay was supposed to be may 29, 2011 through June 12. They offered to send me a check for 5 days only of the 9, but i this was contingent upon my immediate acceptance and the fact that I could not involve American Express . I received a rude email from Dr ****'s daughter Whitney about how she is doing me a favor crediting me the 5 days when she could just give me nothing. I have no intention of waiting for a check from them, since i can clearly see from the ******* ***** incident as well as the stories from townspeople that she doesn't make good on any payments promised. Also, the house has many guest rooms & at the time of my departure there was just 1 guest arriving the next day to what what be an otherwise empty house. So she can't claim i was taking any space away from other possible guests. I would appreciate any help that you can be in this matter. I have pictures of all of things discussed above that i will be happy to provide. Also, the other guest staying at the house with me is willing to offer any confirmation, assistance or answer any questions you may have if this helps. In hind sight, I should have known that the Pre-pay feature was a red flag. Anyone in a Service & Hospitality industry who wants their money in advance & refuses to give it back under any circumstances had to be a real disappointment, and it truly was.

Desired Settlement: I would like for my **** to be credited for the 9 days that i did could not stay at this house.

Business Response: Without responding to each and every inaccuracy and outright lie, attached is the contract Ms. ******* signed, her very specific protocol and her acknowledgement that she knew of her requirements. We sometimes find that our clients are not happy with the strict regimen and protocols they must follow. Everyone wants to be healthy and lose weight but don't want to take responsibility for their health and then want ways to get out of the contract. That is why they sign the attached contract stating no refunds and we attach a list of their protocols. Please let me know if you need additional information. The attached speaks for itself. WEevehememtly deny her unfoundedcharges.

Consumer Response: It seems everyone is forced to pre pay for this retreat and sign this contract prior to arrival.  Unfortunately, pretty quickly upon arrival, you realize why this was necessary.  As i stated, nothing is as promised or promoted, and everyone's health, safety & personal information is  at risk in their care.  The facts speak for themselves & I have another guest staying with me at the time who will happily corroborate all of the things I've said.  We left together because she was as horrified as i was by the facility, lack of staff and poor management.  

As well, it is not true that I attempted to remove $8300 from Ms *****.  I asked American Express to help me retrieve my money back for the days that i did not stay at her home.  This is the same request i made of Erin & Whitney.  Her home was empty when I & the other guest left together, so their claim of turning away other guests is untrue.  I asked them to do the right thing & return my money for the days i hadn't spent there since i had be so very unhappy with this program for the extreme amount of money they were asking for it.  The other reason given here as to why they can't refund my money seems to be 'Professionals' hired by them for my care.  I take issue with this as well.  The only person there to greet me upon a arrival was the woman who wanted me to color faeries with her in a coloring book, who wouldn't or couldn't carry my luggage to my room or offer me a key for it.  
As well, I took my file with me when i left, as did the other guest, since Ms ***** carelessly displayed our confidential medical/personal information on her very public kitchen counter.  We both found this extremely unprofessional.  
For $600 per night, this entire experience seems unbelievable.  I am, once again, asking them to refund me for the days that i was not there.  I was unhappy with their service, attitude, accommodations & management.  Like all other businesses, when clients are unhappy, you refund their money.  It's as simple as that.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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