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The Wharf Inn

Phone: (415) 673-7411

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
08/21/2014Problems with Product / Service | Read Complaint Details
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Complaint
I need a refund of $252.26 because the room was too hot and we can't sleep because the heater is on and **** ******** was so rude to me. We checked ou
On July 4 me and my friend went to San ********* and we checked in at The Wharf Inn at **** ***** *** *** ********* CA XXXXX. The guy who is in charge at that night is **** ******** and we checked in for two days July 4 and 5. At first everything is ok until we came in at around 11pm to sleep, we notice that it was too hot. So I called him and told him that its too hot in our room. We didn't know that the heater is on. I called him 3 or 4 times before he takes action and he even yelled at me and said he will turn off the heater and give 30 minutes to cool down. We waited and finally it cooled down but in middle of the night around 2 in the morning we woke up and we feel that we are roasting in the heat. So I called him again and this time he was really fist off that I called him again. Again he yelled at me and I yelled at him too and I told him look I drove almost 500 miles just to spent my fourth of july in *** ********* and now this is what I got. I asked him if we can sent someone in the room to check why its too hot and he said he is the only one there and nobody. I told him if he can move us to another room and he said there is no available room so we have to wait in the morning. From there on we cannot sleep at all, we even open our door to have air even though its too dangerous because we don't know the area. We decided to checked out even though we have to stay 2 nights there. That guy **** ******** ruin our fourth of July weekend and we will never forgot that. Around 9 am we went to the office to make complaint but only the assistant Manager was there and his name is **** ******* and we told him the situation and he advise us to call Pacific Plaza Hotel Group at XXX XXX XXXX because they are member of that hotel, I call the number but they said they don't handle complains only reservation and advise me to call The Wharf Inn, I call him again and he said he can't do anything. They charged my credit card $252.26 for one night and I need to get reimbursed because the one night stay with The Wharf Inn is a nightmare to us.

Desired Settlement
Me and my friend went to ************* to spent fourth of July there and we checked in at The Wharf Inn at **** ***** ** *** ********* CA XXXXX and we supposed to stay 2 nights July 4 & 5 , 2014, but our stay in The Wharf Inn is a nightmare. We decided to stay one night only because of the incident. They charge my credit card for $252.26 and I need to get a refund for that because we are not satisfied in our stay in the Wharf Inn.

Business Response
After harassing the front desk staff, customer was offered multiple times a full refund to checkout. Customer choose not to checkout, used the room, and disrespected the hotel staff.



12/23/2014Problems with Product / Service | Read Complaint Details
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Complaint
I booked a king bed over phone with Wharf Inn Employee. Given a queen bed and roll-away - could not walk in room. Discount promised. No responses.
Aug 30, 14 - One night stay- Sent following twice with no response- won't answer call
I had asked to be contacted immediately yesterday and still have not heard from you a day later. I was told you were in a meeting until 11:30 and offered to wait. I was first told I could wait and speak with you and shortly after 11AM, I was told I should not wait for you because your meeting might go longer and you would still have to cross the bridge. I was told you were aware of my situation and had no sympathy and that I may or may not be able to speak with you. I asked the woman at the front desk to please request you call as soon as possible and left a note on my receipt for you to please contact me. I also made sure your hotel had my correct phone number.
This entire situation is especially upsetting because I booked through your hotel. I did not use an app. I did not use a discount website. I found you using your website and I called and spoke to a live person to make sure we had the correct reservations. When I called your hotel on Sunday, I requested the AAA Special with King Bed, and I even mentioned using the couch in your website's picture to the person I spoke with. (I now know his name to be ****.) I asked for e-mail confirmation before I hung up, but that e-mail was never sent. I did not think anything of it at the time, but I now see this as very suspicious. There were two people on this one night trip - a special birthday trip - that was absolutely ruined by the actions of your hotel. My traveling companion (who I am not in a relationship with) does not fit comfortably in queen bed alone. The accommodations in your very small room with bed that did not even appear to be a queen were much too close for comfort.
After arriving in our room, my friend and I went downstairs and spoke with ****, who was very helpful. Even though we thought **** was great... we were very upset when **** told us people who requested king beds had been given queens approximately "five times in past two weeks," which would point to it being common in your hotel. This was not at all acceptable for our situation. He told us it should not happen, but it had been happening quite often.
**** also told us the picture your hotel has posted for a standard king room is a handicapped room and very misleading. He told us he was very surprised your hotel was using this particular picture on your website. **** told us he did not think the situation was acceptable and that we would receive a discount upon checkout. He told me he was making a note of this on the computer.
****, my partner, and I all tried to find different accommodations but were unable. Since **** was only one working, he and my traveling companion got a roll away and together moved around furniture to cram it into the room. I asked about it being a fire and safety issue, but I was told it was my only option. We could not walk in our room. To enter, we had to partially open the door and avoid hitting the dresser (with missing drawer), step on the roll away, step on the bed, and then jump off the bed and into the bathroom. That is just plain not acceptable. We could not be in the room. We left and came back after 1 AM only to sleep in a bed where one of us did not fit and the other had feet in their face on the rollaway...
Being on the phone for hours trying to find different accommodations and being squished into a room that was not the room we requested in the first place ruined the only night we had in SF... It was more than the wrong room and bad service, it was all the run around, what feels like a bait and switch, and then to either be treated rudely or ignored...
Upon checkout, not only was OUR PROMISED discount denied, I received a receipt for 326.07... While I am aware we did receive a service from your hotel and we are not disputing we owe for staying, we were promised a discount that we did not receive...I have been requesting a response, so I would appreciate a response to this e-mail..

Desired Settlement
We were promised a discount and it was never received. I am seeking my promised discount. I would also like an apology. I also think The Wharf Inn should have to post accurate pictures of Guest Rooms.

Business Response
We are sorry Ms. ****** had a bad experience at the Wharf Inn, though we do not concede all of the points contained in her narrative. We made numerous attempts to communicate with her in the aftermath of this incident. We have an email trail showing that we made it clear to her that if we could get her on the phone, we would be willing to execute some financial restitution on her behalf. She sent a phone number where we could supposedly reach her. We called this number three times on a Sunday afternoon when, according to her email, she would be available, but, received an unusual pre-recorded error message each time. Calling her during weekdays yielded no results either. Our offer to remit remains open.

************
Asst. Mgr.
The Wharf Inn

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like it noted that I left notes on the signature line of my bill, at the front desk upon checkout, and via e-mail that I would like to be contacted in the beginning of August. I also have records of trying to call The Wharf Inn several times in August, September, and October. There was never anyone who could help me on each of the many, many, many calls I made. I finally got an e-mail several weeks later when I submitted my BBB claim. Before that, all my attempts for any kind of communication were unanswered. Then, I learned that there was an attempt to call on one Saturday after much time had passed. I tried calling back and responded with an e-mail. My phone has been the same number for over ten years and during that time, service has never been shut off, so I do not know what kind of error message would be received. I did let Mr. ******* know from the very beginning I have a job that prevents me from answering the phone during weekdays. I have continued to call the Wharf Inn in August, September, and October. During one call, a male employee assured me there was a note in the hotel's computer system saying we were supposed to be granted a refund with my reservation information. During a different call, a female employee told me there were absolutely no notes in the computer other than those from the day I reserved the room. Either way, no one I have spoken to has the "authority" to help me. I am never able to reach Mr. *******, either. The offer remains open because I can't get resolution, as I cannot find anyone who can help me. With all the conflicting information, I find it very difficult to believe what the Wharf Inn claims - especially since that was the basis of my BBB Claim - what they say is not what you get.
This continues to cause me stress and frustration - through August, September, October, November, and now into December. At some point, I have had to make peace and hope the Wharf Inn changes their business practices at some point. I have realized I cannot force people to do the right thing and keep the promises they made. I only have control over myself. The next time I am in SF, I will walk the long way back to my preferred hotel so that I will not even have to look at The Wharf Inn and be reminded of this horrible event.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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