Complaints

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.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 came her for a funeral ! My family comes every year for thanksgiving and when we booked our room . The rooms are dirty! There was dirty used soap in the tub. The next room had broken television and the light didn’t work . He lied to us and said the room are filled. The hotel shows there are rooms available he wouldnt let us moved . That is crazy for a hotel to do that ! He wouldn’t even offer us a discount . I knew this hotel was old and I knew certain wouldn’t be up to date but to do this and said basically I don’t care is ridiculous! I have teens who can’t watch television. He wouldn’t let us cancel the room or get a refund ! I never been at a hotel who don’t offer accommodation!

  Business Response

  Date: 08/31/2024

  We will issue refund

  Customer Answer

  Date: 09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ********

  
  

  
  

  
  

   

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked a one night stay March 25, check out March 26, 2023 with Jameson Inn & Suites in Hazlehurst, GA through Expedia. Upon arrival, the blonde woman at the front desk charged me an extra $100 "incidental fee" that was not disclosed in their online information, only at the front desk. This morning, when I checked out, before she would complete check out and give me a receipt, she had to check the rooms. She accused me and my family of stealing 5 washcloths from the two rooms we had (211, 212.) A refund of the $100 fee was not offered until we asked for management's name and number. Also, I still did not receive my receipt for the stay.

  Business Response

  Date: 04/12/2023

  ***** ******* *** *******************
  ***** ******** ***** *** **** **** **
  *** **** *******************
  ******** ********* ** ********

   

  To whom may concern,

   

  We are in receipt of the complaint letter from BBB of Northern Florida  & Southeast Atlantic complaint made by ********* *****.  

   

  To respond to the complaint we have not done anything outside the box, it's a standard hotel policy. Any hotel does not have to show incidental policy online as that hotel personal policy. There are Thousands of Hotel in united states and mostly non show that incidental charge hold on cc policy online as there are 100's of website are available to make reservations.

   

  **** ********* had made reservation thru expedia which I have attached to this email which show the expedia credits info not her personal card information on it. Apart from that if she has question regarding the incidental policy she must contact the expedia before checking in. Expedia do not cover any damage made by guest as guest are responsible of room got damage or missing goods from room and so we have to authorized the guest personal credit card to hold $100 up till check out.

   

  Moreover to incident, When guest came to lobby to check out, she requested to release $100 asap to which my front desk cleck told her that we normally release as soon as housekeeper check the room but she insist to do it right away and demand the receipt. So FD clerk told her that we can't give you receipt because its a expedia's prepaid card and that is not you card and the amount you pay to expedia is not the same. My FD clecrk furture explain to her that you paid to expedia and expedia paid us after taking commission which is way less than what you have paid. My FD clerk advice her to collect the receipt from expedia or check the email for receipt from expedia.

  Moreover to release $100 hold on guest personal credit card which they demand right away, to which My FD told her to hold at lobby and she will check room by her self to finish check out quickly. After checking the room my FD found 5 wash cloth missing and she advice guest about missing washcloth.

  As soon as she told them about the missing washcloth she got furious and told her daughter to bring her dad to the lobby. *** ***** came to the front desk slamming doors and very loud in the lobby and mostly in a threatening mood. He didn't even let my FD agent speak a word. All the guests who stayed near the lobby area were alerted due to the noise. 

   

  In order to control the situation my FD clerk told them she is releasing the $100 hold and she is not charging anything for missing goods. She almost quit her job on that day as she had never experienced anything like that before

   

  And yes my FD does know how many washcloths are supposed to be in the room and there is no need to lie for the washcloth. The guest had taken the situation beyond the resolution or solution.

   

  I have attached the guest receipt along with expedia reservation which shows expedia's credit card info not guest Credit card info. Also you will not see any charge made on the guest personal Credit card and So there is no need for a refund. Room charges are collected from expedia.

   

   

  Thank you for giving us the opportunity to respond to the complaint 

   

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  Jameson Inn Hotel & Suites

  160 West Coffee Street

  Hazlehurst, GA 31539

   

  P: (912)-379-1770

  F: (912)-379-1788

  [email protected]

  Customer Answer

  Date: 04/12/2023

  
  
  

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** **************** *********
  
   ********** ********

  
  

  I am rejecting this response because:

   

  I did not complain to the FD clerk about the $100 hold. I paid it. I am a prolific traveler and never in my life traveling across this country have I ever been told to wait at the desk while my room is "inspected." Furthermore, if the incidental fee is hotel policy, why did the FD clerk say, " Oh. I put a hold on your room."? Why specify that it was my room the hold was put on? 

  What I did not like was the absolute false accusation of theft of 5 washcloths, nor the suggestion that I should check our dirty laundry for them because "they are small and could have gotten mixed in with our clothes."

  
  

  When I went to my vehicle and told my family what the FD clerk said about the washcloths, *** ***** went into the front office because he also did not like the false accusation of theft being thrown at his family. That said, if we were accused of theft, it would have given the hotel the right to keep my $100 under entirely false circumstances. 

  
  

  
  

  Regards,

  
  

  ********* *****