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:08/23/2023

  Type:Product 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.

  On 07/26/2023, my son & I checked into the *** ****** ***** at 20:32:41pm. We did the usual check-in procedures and we went to our room. Upon opening the door, we sat our luggage on the dressers, not touching anything at all except the refrigerator. We opened it and seen food in there from the previous occupant. The comforters were disgustingly stained, so we asked them to be replaced and told him about the food in the fridge. We then left to go get supper. Being new to the area and it being a tourist area, it took us several hours to find a place to park and eat. By the time we got back to the room, the front desk was already closed. We noticed no towels in the bathroom and barely enough toilet paper for one or two uses and no extra roll. The bedspreads had been changed, but the food was still in the fridge. We were afraid to actually get in bed, it was that feeling of it not being clean and sanitary. I didn't notice all this when we first checked in because we were starving and tired after driving for 10 hours straight. So I called the # posted on the front door and explained that we just wanted to check out, that we were not staying and that I just wanted a refund. She immediately started YELLING at me and she then showed up at the room, confronting me in an aggressive manner. She continued berating me and said she would refund all but $20, for the inconvenience. She told me my bags were dirty. (My bags were brand new and not dirty!) We then handed her the keys and left.
  Since 07/27/23, I have called numerous times, even left messages because I have not been refunded any $. They refuse to return my calls. I have included a copy of my credit card receipt. My total was $283.60. I am requesting my refund as promised by the woman, she acted as an owner or manager. The room was left as it was when we checked in; they were able to re-rent it immediately. Name on cc receipt is different than name of hotel ??? Same hotel, different name ??

  Business Response

  Date: 10/06/2023

  From *** ******
  *** ****** ******
  ***** ****** ** *****
  
  ** *** ** ********* *******
  
  **** ***** *********** ***
  ************ ** *****
  
  Dear  Maam,
  We apologise that we were not able to reply to this issue as we never received your mail. 
  ** ********* did check in  at ********* at 20:32 pm on July 26th 2023 and due to some of her issues we did try to help her. and after that she went out for dinner.
  We close our office everyday at 11:00pm. and till then she did not come to the office. As per our record she occupied the room for three and a half ours. Our staff told her to call the manager and it shows there is no conversation from Her.
  Our hotel does not keep the credit card information and as soon as we receive it, we will be able to credit her account of 263.60 
  
  Thank You 
  ****