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:01/28/2025

  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.

  We had our wedding at the Mission Inn on 11/11/2023. We booked over one year in advance so that we could reserve the one-of-a-kind honeymoon suite. On our wedding day, our photographer took her camera equipment up to the suite and another couple walked out and said they were staying there that weekend. We slept in our rental vehicle just outside the hotel for our honeymoon on our wedding night! We have been going back and forth with the Mission Inn for the last year in an attempt to settle the matter. The Mission Inn refused our continued requests to turn over documents related to our stay, including information regarding our reservation, which they say we didnt have. We spoke to staff after the wedding who confirmed that the Mission Inn double booked the suite and that we booked first. Former staff have also confirmed our reservation. We also called to confirm our room reservation one month after making it and have the name of the hotel staff we spoke to. The Mission Inn denies that we had our reservation but wont turn over the documentation regarding our reservation.

• Initial Complaint

  Date:12/07/2024

  Type:Product 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 made a reservation with the Hotel using the online process on October 25, 2024. We then attempted to cancel the reservation on December 6, 2024 and were told that we could not cancel the reservation because it was during a special Holiday period that ended on January 6, 2025. There is no explanation on the email reservation that states this hotel requirement. The only explanation on the email confirmation is at the very bottom of the email and says: " 3 weeks cancellation is required to avoid forfeiture of one night's deposit." Were were not allowed any refund or consideration and were offered a reschedule of our date that was required to be before January 6th. We did not have the ability to use this reservation and will subsequently lose over $2,000 as a result of this hotel requirement. The hotels information is not clearly delineated in its communications to me.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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.

  On June 3, 2024 I stayed at this hotel from June 3-6 and I was not satisfied with the services. The rooms was not cleaned due to the guidelines of the hotel. The bathrooms and showers were still dirty not properly cleaned. The heaters in the rooms did not work. The housekeeping took over 6 hours from when you call to request items for the room. When I stayed the hotel was doing construction which was very loud noises. I paid over $2,000.00 dollars go stay at this hotel for a special event. I was giving false information that hotel was the best in *********. The staff were very unprofessional and rude. I am requesting a refund and will not be returning to this hotel.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair 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.

  I reserved a high quality, specific room type with a king size bed on 1/15/24 for one a one night stay on 6/24/24. The Mission Inn is a highly unique and historic hotel that was to be the first stop on a week long driving trip to stay in historic hotels. When we arrived at 8pm they didn't have our room type available, offering a lesser one but calling it an upgrade. We accepted that room, but slowly discovered they in fact didn't have a habitable room for us, but instead a room with a non-functioning entry door lock and non-functioning air-conditioning (it was blowing hot air despite being set to cool at 68 degrees or lower). The room was 90 degrees at 10pm with no way to cool it down, and the door could only be unlocked with a master key/fob and a security guard, not a guest key card. We spent over two hours while the hotel staff essentially made a show of pretending to try to fix the, room which one of the maintenance workers told us was not functioning, which the hotel fully knew about. During this time our luggage had to be shuffled around, kept in unknown areas such that two items were misplaced. The entire time the hotel staff gaslighted us that either the room was going to be fixed, was fixed, or it was fine as is. None of those things was ever the case. When asked, they refused to offer another room, claiming that they were completely sold out. The also refused to help us find another hotel. We finally had to find and to go to another hotel late that night. The hotel continued to gaslight us when contacted the following day, claiming that leaving was our decision, not the fact they didn't have a habitable room for us. Since this occurred I read other reviews on BBB, TripAdvisor, and Yelp and this place has both a serious management problem and also serious problems with the maintenance and functionality of the building.

• Initial Complaint

  Date:02/24/2024

  Type:Product 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.

  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 safety

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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.

  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

  Date:01/05/2024

  Type:Product 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.

  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

  Date:11/06/2023

  Type:Service or Repair 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.

  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

  Date:09/20/2023

  Type:Product 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.

  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

  Date:08/19/2023

  Type:Product 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.

  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 .