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Hotels

Monte Carlo Inn Vaughan Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:27/08/2024

    Type:Customer Service 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.

    Rented a hotel room for the night with a jet tub. When we went to use the jet tub we realized the tap was not attached as water pressure shot the tap off and on her wedding night the bride was scalded with water shooting out of this broken tap. When reported to Monte Carlo they charged us and said we damaged it.

    I have a service animal with a letter from my doctor and Monte Carlo denied the service dog entrance to their building. I called to ensure he could come, offered to e-Mail my letter and they said just bring the letter with you. Upon arrival the service animal was denied entry. This was done to me 1.5 hours before my wedding and had a major impact on the wedding night.

    Business Response

    Date: 25/09/2024

    Hello,

    I am sorry about the incident with the water issue, as we checked the room and could not find any deficiencies, just a room with wet carpet from overflown the jacuzzi. With regards to the service animal according to AODA please see below.

    "Service animals and support animals
    Service animals have training to perform
    specific tasks for people with disabilities. Emotional support animals provide
    comfort and security. However, they do not have training for specific tasks.
    Therefore, emotional support animals do not qualify as service animals under
    the AODA. Service providers are not required to allow support animals on their
    premises. Providers may ask for proof that a customer’s animal is a service
    animal, unless it is visibly obvious that the person has a disability and is relying
    on the animal. For instance, if a dog is clearly guiding a customer who are
    blind, providers should know without asking that this animal is a guide dog."

    As a goodwill we can offer a complimentary upgrade on future stay.

    Regards,

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

    Hotel Manager

    Customer Answer

    Date: 25/09/2024



    Complaint: ********



    I am rejecting this response because: the two was not attached tot he tub, it came off when water was turned on. Two staff members saw this when I showed them. Your response that there was no pre existing damage to the room is a clear *** and dishonest reply. When we tried to use the tub the tap came off and scalding water and the metal tap flew across the room on our wedding night. Your decision to blame us for your unmentioned room is digusting. 



    Sincerely,



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

Monte Carlo Inn Vaughan Suites is NOT a BBB Accredited Business.

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