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Business Profile

Hotel Management

The Dan'l Webster Inn & Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:02/21/2025

    Type:Sales and Advertising 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 purchased a $125 gift card from the ***'l Webster Inn for their Spa, Beach Plum Spa, for Father's Day, June ******* husband went to have his spa service on Dec. 23rd 2024 and when he presented the card to check out, they said that they no longer honor the card due to their selling to a new owner and he had to pay the $125. He paid $125 for the service due to them not accepting the card. The gift card states that it is usable up to 7 years.We were not notified in any way of any changes in their business and now we are out the $125 that I paid for the card and $125 that he ended up having to pay for the service.

    Business Response

    Date: 02/24/2025

    The ***'l Webster Inn & Spa was sold in December 2022 to new owners. The previous owners - ************************* - had a gift card liability that they were unable to transfer as the cards were accepted at all of their operating properties (******************, **************************** and the ***'l Webster) at the time and there was no way to split the liability for the sale.  As well, the gift card liability was too large for any one property owner to take on.   As the previous owners slowly closed their doors, the Inn, under new ownership continued to take the cards until the end of May 2024. 

    The previous owners sent emails out to all the registered cards that they had information for.  As it stated on the back of their cards, it was recommended to register the card for the guests protection. Also on the back of the card, it states that the card is the property of **************************  As of the end of May 2024, the Catania Hospitality completely closed their doors and there is no way to recoup the monies on the cards or verify the actual amounts on the cards. 

    In all fairness the Inn accepted the cards for over a year and half under the new ownership.  There were signs posted in the lobby and public boards around the property.  

    The former President of ************************* is ******* ******* - ******************************************************; and he currently owns and operates ********************* in ********* ******  ********************* 

    Customer Answer

    Date: 02/26/2025

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    To whom it may concern,

    I was never notified of any changes in ownership of the ****** Webster Inn or that I should use the gift card within a certain timeframe. As we store our gift cards securely, we were not concerned about loosing it. Further, in making the appointment with the statement that we had a card purchased a couple of years ago and were finally getting to use it, no one bothered to mention that it might be useless when my husband went for his visit to the Spa at ****** Webster. We have a receipt of purchase through our credit card company.

    Regards,

    ***** ****

     

     

    Business Response

    Date: 03/13/2025

    Thank you for providing copies of the card. 

    As the very first line on the back states, it is valid at all ************************* properties. ************************* is out of business as stated before. 

    They did not provide information to the new ownership as to gift cards outstanding. 

  • Initial Complaint

    Date:01/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    We stayed at the facility on the 16th of December. We where made to submit a 50$ security deposit. They have not released the 50. There is/ was no issue with our room so money should have been returned. I would just like the 50$ back. Thanks

The Dan'l Webster Inn & Spa is NOT a BBB Accredited Business.

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