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Business Profile

Hotels

St. Andrews Motor Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:25/10/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I stayed at St. Andrew's Inn Friday October 21, 2022, for what was supposed to be two nights. Friday night, we realized their was a bed bug infestation in my friends room and could possibly be in our room as well just 2 doors down. I woke up Saturday morning and could not stay another waking minute in the hotel. Upon leaving, the front desk lady said she completely understood. I asked for my 2nd night refunded, to which she said of course, no problem. I called again once returning to Moncton, after cleaning my laundry sufficiently for bedbugs, and again was confirmed verbally that my money would be refunded. Today, Tuesday October 25th, I called again. The manager called me and refused to refund the full amount and offered me 10% back. My friends stayed in the room and were not charged, despite me telling both staff and friends I was getting a refund and my friends would have to pay if staying or move into one room. My friends were upset about the bedbugs and refused to pay even though they had plans to stay, which the manager denied them voicing their concerns in this matter. I would like a full refund as they agreed to initially for night two, and a discount on night one should be appropriate for a ruined trip. The majority of staff is downplaying the issue of bedbugs found in one room, and denying the possibility of the spread into neibouring rooms. They admit to the proof of bedbugs in room 208 only, which we were in the majority of the evening until this discovery of the bedbugs.

    Business Response

    Date: 15/11/2022

    Greeting of the day,

    We did respond to the guest personally and gave her full refund for whole one night stay+ Taxes and she was satisfied by the refund. We are sorry for the bad experience the guest had at our property and tried our best to solve the issue.

    The amount of 235.94$ was refunded to the guest and apologised for the whole experience.

     

     

St. Andrews Motor Inn is NOT a BBB Accredited Business.

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