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:05/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We discovered after checking in that both the refrigerator and the television in our room were not working. They tried another refrigerator but that also was not working. Creekside inn did not provide a working refrigerator or a working television during our stay. We payed full price for the room and two basic amenities were unavailable. We requested an adjustment to our bill and were told by the Front Desk Clerk, "I don't have the authority to do that." She gave me the business card of the Assistant Manager and told me to contact her. When we got home we called the hotel and spoke to a different clerk who told me the Assistant Manager was unavailable. I explained the situation and he put me on hold. When he came back on the line he said, "OK we got you the hotel fee." I assumed he was referring to the $20.00 hotel fee so I asked him, "Will we see a $20.00 credit on our bill." He replied, "It is actually $19.75." I'm not sure how they arrived at $19.75 but we agreed on that amount. When we checked the revised bill emailed to us later, the adjustment was less than the amount we agreed on. I responded to that email and cc'd the Assistant Manager. I pointed out the discrepancy and requested the original amount of $19.75. I received a reply from the Front Desk Clerk stating that the correct amount was credited and the difference is because he made a math mistake. I then called the hotel and spoke to him directly. I explained to him that we had agreed on the amount of $19.75. He said he was sorry, he made a math error and they would not honor the agreed upon amount. I then asked him to please ask the Assistant Manager to give me call. I also sent an email directly to the Assistant Manager and asked her to please call me. As of this writing, I have heard nothing. No response either by phone or email. My expectation is that they provide the adjustment we agreed to. Thank you.

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  The hotel charged us for alleged damage to a desk chair we did not commit. Instead of trying to resolve the issue, they called to inform us of the charge. The amount ($550) was more than two and a half times the entire cost of a one night stay ($159). When we tried to speak with a manager we were told they would call us back the following day which they did not. When we called the following day they hung up on us. The say that they performed an inspection, but have no photographs or proof that the chair had not been vandalized prior to our stay. We are in the process of disputing the charge with our credit card company, but we wanted to make sure we exhausted every avenue.

  Customer Answer

  Date: 03/28/2023

  This matter is still pending with our credit card company. We have not received a refund nor any further correspondence from the Creekside Inn. I can notify you of our credit card company's progress if you like. Alternately, I would be satisfied if this complaint was simply logged and reflected accordingly on the business. This type of fraud leaves few avenues of recourse and simply having an official record is cathartic.
  

  
  

  Sincerely,

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

  Business Response

  Date: 04/10/2023

  Hello – I apologize for my delayed response to this email. I was out of the office. Please find the attached documentation from our staff regarding this incident.

• Initial Complaint

  Date:12/27/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Due to airline flight cancellations and delays at Bishop Airport, contacted this Creekside Inn for booking stranded traveler accommodations late in the evening on 21 DEC. When asking for best rate was quoted $139 over the phone. Booked the hotel based on that information. After receiving checkout invoice the next day via email it was apparent a $20 “hotel charge” was added to the rate. This was never disclosed at time of inquiry, nor at time of booking. It was not disclosed or mentioned at time of check in late that evening. It was never mentioned at checkout the next morning either. Made polite inquiry and request to remove the charge via both phone and email. Manager does not respond to phone calls, but did email back and deny the request. I have been told it was in an email, but I never received an email before checking in and the booking was conduced via phone, not email. This is a deceptive business practice and the $20 charge should be refunded.