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Blue Whale Inn

Phone: (401) 675-7416 54 Winnapaug Road, Westerly, RI 02891 http://staybluewhale.com

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Description

Blue Whale Inn specializes in lodging services include but are not limited to complementary breakfast, wine and cheese hour with Deluxe Rooms and Suites. The business also offers badminton, a volley ball court and a gas grill in courtyard.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Blue Whale Inn 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 Blue Whale Inn include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 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

2 complaints 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 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Blue Whale Inn
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

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BBB file opened: July 09, 2003 Business started: 05/01/1995 in RI
Type of Entity

Sole Proprietorship

Business Management
Mr. Stephen Hayes, General Manager
Contact Information
Principal: Mr. Stephen Hayes, General Manager
Number of Employees

2

Business Category

HOTELS BED & BREAKFAST ACCOMMODATIONS INN MOTELS Hotels (except Casino Hotels) and Motels (NAICS: 721110)

Method(s) of Payment
Cash
Personal Check
Business Check
Cashiers Check
MasterCard
Visa
American Express
Discover
Debit Card
Service Area
Blue Whale Inn provides their services in RHODE ISLAND.
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Additional Locations

  • 54 Winnapaug Road

    Westerly, RI 02891 (401) 675-7416

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The owner overcharged us for 3 nights instead of 2 and has yet to refund $ 101.67

Desired Settlement: That I forewarn people about the awful treatment

Business Response: The refund request by the consumer will be issued and a refund is being mailed. This is not normal protocol by the Blue Whale Inn and is an exception to our policy in good customer service.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/21/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 5 , 2011, I phoned and inquired if there was a room availbe for the wek of July 25. I made a reservation at the Blue Whale Inn for July 25-30..***** did inform me that there was a 50% deposit. I placed a deposit of $450 on my credit card. On Thursday June 30, I called the Inn and informed ******** that I would not be able to make it due to family issues. She stated that she could not return my deposit. I told her that I have never heard of such a thing and that what she was saying seemed way off the mark of appropriate business practices. I explained that when I called no one informed me of this. She said it is on the web site..I explained that I called and did not utilize th eweb site. I heard aobut the Inn from a friend I go fishing with. She said I could have credit. I explained to her and beliee that 50% deposti is excessive..If iIwas told of the nonrefundable deposit of 50%, I would have not booked with this business. ********* said that she would give me credit, but again, I would have not booked with any business with a practice like this.. I was not told of the nonrefundable deposit and believe that even with a policy that this is extremely excessive. I gave 4 weeks notice of cancellation and believe that I should not be penalized.

Desired Settlement: To have my $450 deposit returned to me.

Business Response:

****** ********** called the Blue Whale Inn’s reservations desk at ************ on June 2nd inquiring about staying in a deluxe room on the dates of July 25gh through July 31st. our reservationist ******* not ***** as there is no such person who has ever worked here named *****, answered his call and was ht person helping him with his reservation. ****** ********** was told that the rate for the deluxe room would be $109/night during the week and the rate would be $149/night on the weekend. ****** ********** liked the rate, the free breakfast and the free wine and cheeze hour and said that would work for him and proceeded to make the reservation. As ******* took the reservation, he got to the point of asking for ****** **********’s credit card information for the non-refundable deposit needed to secure the reservation. At that point ****** ********** stated “hold on it’s a non-refundable deposit, I am putting this on my American Express card and I have to pay it all next month, so could I just call you back after I double check with my wife on the dates and to make sure this is what we want to do.” he then was told that was absolutely fine and to call back at his leisure. ****** ********** then called back a couple hours later that same day, again ******* not ***** answered his call to help him and said let’s go forward with the reservation. ****** ********** then proceeded to give ******* his American Express card number ending in **** to complete his reservation. At the end of that phone call, ****** ********** had a reservation at the Blue Whale Inn for a deluxe room from July 25th through July 31st and his card was charged the 50% of his total stay non-refundable deposit of $415, not the $450 that ****** ********** fraudulently claims. I also have all the documentation from my credit processing company to back up the exact amount charged on his American Express card ending in ****, exposing his lie. The next time we heard from ****** ********** was when he called our other business number ************ on July 3rd to cancel his reservation, why he didn’t call our reservations desk and the same number he made the reservation is unknown to us. our guess is he was trying to talk to someone other than ******* because he couldn’t lie to ******* about the non-refundable deposit. Attempting to trick another employee. On that number he ended up getting me the owner. ****** ********** then said he wanted to cancel his reservation stating he had to go in for heart surgery and couldn’t make it. I informed him again his deposit was nonrefundable and that we should not charge the remainder of his balance of $414.42. after hearing his reason for canceling I felt it necessary to offer him a goodwill gesture and offer ****** ********** a $415 credit towards a future stay. ****** ********** then became irate, threatening me with all kinds of things using profanity and stating that he would drive here immediately to scream at me in person. Our policy which is clearly stated on our website staybluewhale.com and which was told to him during his reservation and to every guest while making their reservation is all deposits are non-refundable. Roughly an hour after ****** ********** called to cancel his reservation, we received a call to our reservations desk at ************ from Mrs **********. ******* just happened to be the person who answered her call and she went on to say that she had just been on the staybluewhale.com website and saw that our reservation policy is clearly stated on it, however she wanted to know if there was anything we could do regarding her non-refundable deposit, stating that the reason the reason had to cancel was she had cancer and had to go to New York that week for cancer protocol sessions. Mrs ********** also apologized to ******* for what her husband ****** ********** had said to the owner and stated that sometimes her husband can be very aggressive. ******* expressed to her he doesn’t have the authorization to issue refunds, and he told her that this was the busiest weekend of the year for the Blue Whale Inn, July 4th weekend but he would write a note for the owner telling her what Mrs ********** said, the reason she stated for the cancellation and ******* told her the owner would call her back after the holiday weekend. She seemed very pleased with this explanation and she told ******* that she understood that it was probably a very busy weekend and that she had no problem with the owner calling her back  after the holiday weekend on Tuesday. Before I could even call Mrs ********** back on Tuesday, July 5th we received notification that ****** ********** had filed a complaint with the BBB on July 3rd right after Mrs ********** had spoke to ******* and stated that she has no problem waiting for me, the owner to call her back after the holiday. It is evident with the two different explanations given for canceling, that the **********s were lying as to why they had to cancel. I actually find it very distasteful and unnerving that people would actually like about having to have heart surgery and/or having cancer just to get out of a non-refundable deposit. It is very clear that the **********s are lying as to the amount that was charged on their American Express card ending in ****, as $415 was charged, not the $450, the **********’s claim. I went over and beyond our policy to offer the **********’s a $415 credit towards a future stay so they would not just have to forfeit their deposit, even after their lies and they still refused. Our policy is in place because being a small business in a beach area, we have only an 8 week season to turn a profit and people tend to cancel their reservation if the weather outlook isn’t optimal. We are very fair and upfront with our guests and express to them at the time of reservation that the deposit is non-refundable and our policy is clearly stated on our website staybluewhale.com. our policy is also in place because we held ****** **********’s reservation from June 2nd up until July 3rd when he called to cancel, turning away customer for a month who would of reserved those nights and we ended up not renting the rooms. This is the truthful account of events that took place regarding this matter and I hope this helps to lend a just view on the lies the **********’s told and the accurate events that took place. Thank you for your time and consideration

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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