Complaints

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• Initial Complaint

  Date:05/07/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Hello BBB,
  
  Please Help!
  
  I booked a room for one night at:
  
  
  Owner: **** *******:
  Orchard Queen Motel & RV Park , 425 Main St, Middleton, NS B0S 1P0, 902-825-4801 or 902-226-755-3327
  email: riseresorts425@ gmail.com
  
  HST#7728-26095RT0001 on June 30/ 2023.
  
  ***** in the office check me in. Once I got my key, I immediately went to the room. The room was really humid and musty smelling, there were tiny ants everywhere. I'm assuming musty smell was because a very disgusting carpet.
  I have asthma and bronchitis and two heart conditions along with major anxiety. There is no way I could have stayed in that room. I was really creeped out by all the ants, they bite. I immediately went back to the office to talk to *****, she felt really bad and said **** ******* the owner would gladly refund me. ***** tried contacting **** to refund my credit card . She called and texted a few times but he didn't respond, I'm assuming busy. In the meantime she helped me find another Motel close by that had an available room. And I booked it! She told me not to worry **** is a very nice person and will refund me the money. She wrote me out an IOU receipt for the 148.35 refund and signed it. She said she would get **** to call me. I waited over an hour and **** didn't call so I called him, he said he didn't know anything about it and couldn't refund me. **** told me I had 48 hours before I arrive to cancel my room. I said, I live 1.5 hours away how would I know what the room was like until I actually walked into it. And I explained the situation all over to him again. Then he said he couldn't do a refund until he talked to *****. And if what she said was true then he would refund me gladly. I told him I'm not making this up **** said he'd call me back in an hour. He didn't, so I called him back 2 hours later. He didn't answer so I left a message. It's now over 3 hours later and **** still did not call me back or refund my Visa. I left many more messages.
  I'm a senior and I traveled a lot in my life and it's only the second time I ever went into a room that I could not stay in because it would make me sick. I also can't imagine sleeping in a room and having ants crawl all over me, just thinking about it makes my skin crawl As a matter of fact, after ***** gave me an IOU receipt I went back to the room to grab my cooler bag that I had put on the counter by the fridge had ants all over it and I was only gone 15 minutes. I was totally disgusted.
  I am really disgusted that **** did not called me back. I am also surprised because when I originally called him to make my reservation he seemed very nice and helpful. I was hoping he would do the right thing and refund me my $148.35 for a room that I couldn't stay in.
  I am very upset not a good way to start off my 64 birthday on July 1st
  
  I called and left many messages no answer or returned calls from **** or the Orchard Queen Motel. Not a good way to run a business,
  or to treat a tourist.!
  
  I don't understand why **** would expect me to sleep in a room that smells and has bugs. I don't think he'd want to sleep in that room.
  I went back to the motel the next morning July 1. Manager was very rude to me. Said I couldn't have a refund because I "didn't" stay the night. Another couple came in while I was there said their kids get bit by ants through the night, of course they want a refund and the manager told them they couldn't have a refund because they "did" sleep there last night. But after arguing he gave them a partial refund however wouldn't give me any type of refund.
  Manager very unprofessional and kept me "my love" very rude.
  I'm hoping BBB can help me get my 148.35 back.
  I have all my proof and receipts that I had to pay for two separate Motels but of only stay in one.
  
  I did leave another message with Motel owner **** ******* today. I asked him to call me to resolve this issue via refund. He has not responded to my call just like he has not responded to my numerous other calls and voicemails.
  
  
  Please email or phone me if you need any other information.
  
  Thank You ******** ******** **********

  Business Response

  Date: 26/07/2023

  Hi

  ******** booked with us. Showed up, checked in and did not like the room/condition of the room and decided to stay elsewhere

  Our cancellation Policy is no refunds 72 hours prior to booking. 

  Room was in good working order and she decided to cancel.

  Also ******** has lodged a complaint with the credit card company so we will not be receiving any funds for this stay.

  ---
  

  Manager
  
  

  Customer Answer

  Date: 26/07/2023

   I am rejecting this response.

  I stand by my original complaint! The room was not acceptable I had no choice but to go to another motel. Why would I pay for two Motel.? The website says 48 Hours cancellation policy. I come from Hubbard's I would not have known that there were ants everywhere in my room unless I actually drove there and viewed the room. The room was musty and full of ants there's no way I could stay there..

  I did contact at my bank to get them to file a chargeback which they are working on. Still waiting to hear back from them about that see if it is approved.

  Not sure why this Motel would want such bad publicity not sure why they wouldn't have just refunded me the money. I am an honest senior citizen who has traveled all my life I've never been treated like this before.

  The next day when I went back to the motel to try to get them to honor the IOU refund that office Clerk ***** gave to me and signed because she seen the room as well and help me find another motel to stay in. Like I said in my original complaint there was another couple that were complaining about their kids getting that  bit by ants all over the night before. So it's not just me, I am not making this up. Thank you!

  If *** honors the charge back I will let BBB know.

  Thank You