This business is not BBB accredited.Additional Locations
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Star Fish Manor 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Dianna Dunlap
Alternate Business NamesNantucket Inn
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BBB Complaint Process
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Additional Phone Numbers
- (800) 972-6155(Phone)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: We made a reservation online for a hotel room a few weeks ago. We were unable to check in tonight due to my fiance newly developing kidney stones and being hospitalized. This happened at 3 am this morning, and could not be anticipated. I called to request a cancellation at 8 am and they were not open. Called again at noon and spoke to a pleasant guy named **** who noted the 4 day cancellation policy, but stated that he would contact the owner to request an exception due to the emergent medical circumstances. I did cancel the room at that time, since there was no answering machine at 8 am. I did receive a call at 4 pm, while I was working, with no message left. When I called back, I spoke to a young-sounding female who told me that they would not refund my money. She said that the 4 day notice was binding even in an emergency, since I booked online. She also said that if I had called to reserve a room by phone, that I could have paid upon check in and not have been liable for the night's bill of nearly $200. There is nothing online that states this practice, or I would have done that instead. I don't think it's fair or a good business practice to allow some folks to reserve a room with no financial liability and others to pay the full charge even in unforeseeable and unavoidable bad circumstances if they are unable to come. I asked for a credit so we could come in the future when he is well again, but she said no, that we are simply out of luck. I thanked her and hung up. I called back on another phone line awhile later to see if they had any open rooms. Sometime during the day, they had apparently rebooked my reserved room, as she said that there was no availability. So, they are apparently keeping my money AND renting the room to another person for the night! Totally not ethical, in my opinion.
Desired Settlement: I would like my money refunded at this point -- the total was $197.80. I would have been happy with a room credit at the time, but the phone conversation with the 2nd receptionist left me with a very bad taste in my mouth.
Business Response: I am sorry to hear about this persons last minute medical situation! We have a 4 day cancellation policy and hold that room specifically for that guest as our rooms are usually rented for special occasions and not the type of room to book up last minute. Our cancellation policy is the same regardless which way (phone or online) a guest reserves a stay. This guest is not due a refund as she states she called and cancelled with less then even 24 hrs.