ComplaintsforThe Mission Inn Hotel & Spa
Hotels
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a reservation as a gift for my husband. On the Jan 3 when we were supposed to leave I woke up testing positive for Covid. Trying to do the right thing I called to cancel my reservation so I did not spread the virus to any others. I was told by ****** they would cancel and issue a refund. She even put me on hold to check with her manager. When I didnt receive the credit after 2 weeks I called back and spoke with the manager who told me they dont consider Covid anything more than a cold. We discussed the issue and he said he would see what he could do and call me back. 2 days later I hadnt heard from him so I called back and he wasnt available so I left a message. No call back again. 2 days later called back and he still isnt available. Left another message. No call back It seems very irresponsible that they would rather have me come and possibly make others sick than actually refund or at the time I asked for a different reservation date. At this point I want my money back rather than take my chances with their disregard for public safetyInitial Complaint
02/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had a work event at the Mission Inn on 12/20. Upon check in I realized I left my wallet in the car and we used my wife's credit card to secure the room We stayed one night and checked out 12/21. At check out I asked if we could use a different card to pay for the room and the say of course. I gave them my card which was charged $314.44. A few days later my wife noticed a $225.60 charge on her AMEX from the Mission Inn Restaurant on 12/22. We left the property 12/21 and never ate at their restaurant. I tried getting the hotel to refund this fraudulent charge but got nowhere, so we submitted a fraud report to AMEX. The hotel falsified documentation to make it appear as if that $225 charge was for the room. You can see where they hand wrote the room number on another rooms receipt. AMEX accepted this as proof and charged us the $225. I have since found my original receipt for $314. Clearly this hotel has no problems double charging it's guests and is not returning my calls. This is not right and i will not stand for this. This company needs to refund one of the charges and in my opinion for being so deceitful should refund both.All documentation is attached to this claim. I am available by phone, ************ if anything further is needed.Thank you for your attention to this matter.Initial Complaint
01/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Received a gift card for the hotel, made a reservation, was informed the card would not be charged and the amount would be run on the gift card, they refuse to run the gift card for the amount after my partner came down with covid and we needed to cancel our trip.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
August 2023 Reserved a room at Mission Inn for Oct. 7, 2023 8-22-2023 7:01 pm Email from Mission Inn confirms reservation: Confirmation: ******** 8-24-2023 Mission Inn charged my **** Card $236.58 Folio: ******** 10-7-2023 4 pm: Check in at Mission Inn; told that there was no room and that they had made a mistake in their system and input an incorrect arrival date, i.e. 10-6-2023; admitted it was totally their fault; they were fully booked and had no room for us period; very inconvenient for us; requested a refund; they offered a $40 credit on a future stay; desk clerk offered a refund, I agreed however no refund has been sent 10-19-2023: 1:27 pm; I sent email to Mission *************** *************************, expressing my displeasure; no response or action from Mission Inn 10- 24 (approximate); Call to Mission Inn requesting an update regarding the refund; No response or action from Mission Inn 11-5-2023: Still no response from Mission Inn; apparently they intend to keep my money, even though they admitted that they were responsible for not having a room that I prepaid for 11-6-2023: Request assistance from Better Business Bureau to obtain a refund;I am very unhappy at having to go through all of this to get a refund.Initial Complaint
09/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was charged $200 to make a reservation. I had a family emergency and cancelled the reservation in advance. I have been attempting to work with the establishment for a year now. I was promised many times via phone conversations with (2) managers that they would resolve this issue. I have all documentation and proof showing the phone calls, and attempts to resolve this.Initial Complaint
08/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was at the Mission Inn on Saturday 8/19/23 and parked in their structure at 12:15PM, ate at the restaurant and walked around. Upon leaving the parking structure I could not find my ticket and had a line of cars behind me so I continued with the option WITHOUT TICKET and was charged $50 for 3 hours. Upon returning home I found my ticket (slipped in between the seats), called the Mission Inn to explain the situation. I was then transferred over to the parking garage where the parking supervisor that answered the phone named ***** said that they are a third-party and cannot is shoot me a refund and she was very adamant about that. All I requested was to have a refund of what was the excessive amount and she explained that they couldnt do it that I shouldve read the prompts on the screen. I explain to her that I did read the prompts on the screen yet all that stuff needs to be up on full view in the parking garage where the exit is before one gets to the screen to do all of this. I asked her to connect me to the hotel manager and she said she couldnt because he is on vacation until Tuesday and could not help me out with this problem. I am seeking to have refunded with the extra charges for the missing ticket or charge me what was posted on the sign which is $25 and to refund me $25 .Initial Complaint
12/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made a reservation for 12/21/22 one month prior and told them I would be using a gift card. My room was $632.76 total. They put a $632.76 hold on my card on the morning of the 21st. At check in, I gave them my gift card and was told I would be refunded the $500 to my card. The $632.76 was pending on my card, until after check out, when it finalized as $632.76. THEY TOOK MY $500 GIFT CARD AMOUNT AND CHARGED ME THE FULL $632.76, totaling $1,132.76 for a $623.76 stay! I am waiting to be refunded the $500.Business response
01/11/2023
The refund for $500 was issued back on December 21st, 2022, the guest confirmed to have received it.
Please see refund below and let us know if there is anything else we may assist you with.
Initial Complaint
12/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was a checked in guest at The Mission Inn hotel and parked my car in their valet parking structure, Keys were left with the attendant as instructed. Vehicle was checked in on the evening on 12/17. Upon check out I retreived my vehicle on the morning on 12/19. I noticed the entire contents on my trunk had been stolen. Items included shoes, christmas gifts, and an Ipad. No signs of forced entry, leading to signs this was an employee with access to my car keys. I have been reaching out to the hotel with no resolution. I would like a reimbursement for value of stolen items and an investigation to prevent theft of future guests.Business response
01/13/2023
I'm emailing in regards to this complaint filed by a hotel guest of The Mission Inn Hotel & Spa. Ms. ******** ***** used our valet service in the garage, separate from the hotel. We as well received a letter and have responded to this via the web.We have investigated the guest claim of theft and found no evidence based on our surveillance where vehicles are parked. Customer reported missing items hours after leaving the garage.This claim is with ***** *********** and not The Mission Inn. Please feel free to contact me with any questions you may have.Warm Regards,******Initial Complaint
10/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My husband and I stayed at the Mission Inn for one night from 9/25/22-9/26/22, to celebrate our 10 year anniversary. At 2:30 am on Monday, 9/26, we were woken abruptly by hotel security. My husband answered the door and asked if everything was ok. He was asked by security if we were the guests who had checked out the night before or just checking in. My husband was appalled by this question, responded to him and closed the door. Being rudely interrupted while asleep, I called the front desk to ask why security was going around waking hotel guests up at this hour to ask if we were the ones checking in or out. The overnight receptionist responded with the following, “our hotel system had a glitch and we had about 30 people who didn’t get checked out and we needed to makes sure that the correct guests were occupying the correct rooms.” I was in dismay and appalled by this response and asked again why this needed to be done at 2:30 am. He continued with.”This is a minor discrepancy and we needed to sort this out.” I told him that I found this minor discrepancy rude and at this point I asked for a later check out and an apology from his manager. He offered a late checkout for 1 pm, (which at around 10 am that morning, we discovered that our keys had been deactivated and had to ask the hotel porter to open our doors), and told me that his manager wouldn’t be in until Wednesday. We were beyond exhausted by 11 am that we just packed up and decided to leave. Upon checking out, we asked Michael at the front desk for the general managers information so we could follow up with some sort of compensation for the disappointing experience (this was our very first time staying at the inn). I called on Tuesday, 9/27 and spoke with ********* about this disruption and disappointment. She apologized and offered a “free room upgrade upon next visit ”. I asked if we could get a dining credit as compensation. She said she couldn’t. Poor management. Owners need to be contacted.Initial Complaint
02/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
December 18, 2021 Company Christmas Party Held at the Mission Inn Hotel Was given complimentary valet service Drove brand new vehicle Vehicle was damaged via valet service Waited 2 months for the Hotel to go through normal claims process Damages were denied and not paid
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14 total complaints in the last 3 years.
6 complaints closed in the last 12 months.