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:22/10/2024

  Type:Facilities 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.

  The email that I sent the business with no response yet is in the photos below. Very disappointed in our stay at the hotel.  

  Customer Answer

  Date: 01/11/2024

  I have not heard anything further from The Sword Inn. 
  

  Thank you for your assistance. 
  

  ***** Bodnoff 

  Customer Answer

  Date: 12/11/2024

  Hi There, 

  l still have not heard back from The Sword Inn. 
  

  What is the suggestion for next course of action?

  Thank you,

  ***** Bodnoff 

  Business Response

  Date: 12/11/2024

  To whom it may concern, 
  
  We would like to state that there was a reply given to the email the guest had sent. We had responded with a very apologetic response and offered in the email a 25% discount for their stay for both rooms per night as well as another discounted rate for their next stay. However, the guest the was not satisfied with our response. This the best the hotel can offer because the guest did not mention anything to the staff upon check-in Friday night and their first complaint was Saturday afternoon claiming that the carpet was dirty after staying in the room for about 24 hours. We as the hotel had taken the guest at their word and accepted that the carpet wasn't vacuumed after them asking it to be and offered a reasonable discount given the situation.   
  
  Thank you,
  Sword Inn Bancroft 

  Customer Answer

  Date: 13/11/2024

  Complaint: 22404360
  
  I am rejecting this response because:
  The room was not clean upon check in but the dirt was hidden by the bed spread s and not visible until going to bed. 
  We left ***** Saturday for a planned outing. Upon our return after 2 pm our rooms still had not been cleaned. I went to the front desk where the staff was vacuuming. I asked about the rooms getting cleaned and to request that they be vacuumed. The staff promised all to be done before 3pm. When we left, at 2:50 there was no sign of staff. We came back after 8 pm and the rooms had not been vacuumed, no clean soap and no toilet paper replaced in one room. A few towels were changed. Nothing was cleaned. I went to the front to ask for soap, toilet paper and told the staff that the rooms had not been vacuumed. No offer of anything was given. 
  Upon checkout, one of our party provided positive feedback and suggestions for improvement. When she asked the staff for the name of the owner we were told that she could not give it out. Finally when we waited she got a card with the email. She also told us that she had no authority to do anything. The motel was full and the owner was not present. 
  The photos in the original email say enough. The motel is filthy, they do not care and just want to take your money. 
  We expected fair value but they dont want to give it. The offer was not acceptable because the refund should be in full for at least one full night for each room. We will never go back there and maybe never to Bancroft again either because of it. 
  
  ***** *******