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:11/14/2023

  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.

  We stayed at Bennett Bay Inn on November 4th, 2023. We paid our bill & got a receipt of $ ******. Days later they charged us an additional $ ******. They assured us they would fix it. They haven't returned the ****** and our bank won't help us.

  Business Response

  Date: 11/15/2023

  Dear ******,

  Thank you for bringing the issue of the double charge to our attention.  We sincerely apologize for any inconvenience this may have caused you.  Rest assured, we have investigated the matter and have taken the necessary steps to rectify the situation.  Upon reviewing your account, we have confirmed that you were indeed double charged for the $152.  We understand how frustrating this can be, and we want to assure you that our team has processed a refund for the duplicate charge.  The refund has been initiated and should appear on your statement within 14 business days.

  We deeply value your satisfaction as our customer and take such matters seriously.  We have also taken this experience as an opportunity to review and enhance our billing processes to prevent any recurrence in the future.  Once again, we apologize for any inconvenience caused and appreciate your understanding.  If you have any further questions or concerns, please do not hesitate to reach out to us in the future.

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair 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.

  12/8/2022 My husband and I have stayed at Bennett Bay a handful of times never had a problem, the couple that used to manage this establishment was very nice, helpful, and pleasant at all times. It seems as now someone else has taken over and the establishment has went even farther down hill. We checked in on an evening to a room in winter time, the heater did not work in the room we notified them at the front they asked if we would like a different room we thought all was good work moving to a different room for the evening. We moved to a different room only to be woke up at 11pm by some guy who was obviously on some type of drugs or something from the way he was acting and clearly looked, we were told that this is his room and we need to leave. We quickly gathered our things and left. I called the next day to speak with management and was put on hold for ten minutes and then called back three more times and was eventually connected back to the that same guy that came to our door the night before. He was rude said our car was loud after he told us to leave and we did, he was did not refund our money and he clearly had no sense of common sense in the reality of life and people in general. I would not recommend this establishment to anyone and I think it should probably be condemned on the conditions of health and safety of the public on the working conditions of the facility and concerns for the public.This facility needs a health and safety check by the required people as it may need to be shut down completely until required repairs are made and taken care of.

  Business Response

  Date: 12/16/2022

  *********************** checked into room #1 sometime after they had checked in they reported that the heater was inoperable.  Unfortunately, sometimes items break after the room has been inspected.  They were immediately upgraded to a nicer room, the ******* room.  When the owner went to the room to check the heater,he found that the prior room had been smoked in, and that their dogs had urinated on the floor and they had used our good towels to clean it up.  After finding what they had done to the first room they were asked to leave as they broken our many common sense rules.  They became very aggressive but eventually left the property.  We have asked them not return in the future.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18551940
  
  I am rejecting this response because:  

  me and my wife spent a  $130 for a room that the heater did not work.  This establishment and the owner known as a drug trafficking's establishment they put ** in another room "********" room at 11 pm we were woke up and told we had to leave by some guy that was clearly on drugs and we did because i was scared for my life he was yelling and my wife and dog puppy were both scared

  also....   do not stay here terrible establishment you will be disappointed. 

  
  Sincerely,
  
  guest that will never stay here again.

   

  P.P.S. stay here and expect drugs in the presence

• Initial Complaint

  Date:11/23/2022

  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 October 10th I had called Bennet Bay and made a reservation for October 21st and 22nd. We arrived about 4:30 pm on the 21st, I went into the front office where I was told we did not have a reservation however they did have room 19 available for the night of the 21st. I booked the room and got the key, we went down the stairs, found our room went in and set our stuff on the bed and left for dinner that night. My wife and I returned to the room around 8:30 pm, as soon as we went in we started looking around the room and realized it was very dirty, and there was mold on the ceiling in the bathroom area, as shown in the pictures. Around 9:00 pm on the 21st I went back to the front office and told the clerk that the room was filthy and the ceiling had mold, and the hot tub was so dirty no one should be in it, and that we would like a different room, she then told us they were fully booked, I asked for refund and she explained that only the owner could give a refund and we would have to call back on October 27th. on October 27th I called 3 times with no answer, I called on the 28th and the clerk said I had missed the owner and would have to call back on Nov 3rd, this time I did speak with the manager that said she would take my information and the owner would get back to me. I have called on 11/7/22, and 11/17/22 with no response, and they have taken my information each time. We did not stay in the room and I would like a refund.

  Business Response

  Date: 11/30/2022

  Our only clerk working on that night states that you did not come in and let us know of any problems.  The next morning we found the room used and had to clean it for the next guest.  i am sorry that we did not meet your expectations. As we had to clean the room as a checkout and had no chance to address any of your concerns we respect decline your request for refund.  We hope you give us another chance to earn your business.

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18458488
  
  I am rejecting this response because:

  This is totally untrue, my wife and I went up to the clerk and showed her pictures of the mold and how dirty it was, we gave her the keys and checked out. The clerk instructed us to call the following Thursday and get a refund when the owner would be there. For some reason the BBB website only allowed the one picture, but would be happy to send you the rest. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/06/2023

  Our position remains the same.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18458488
  
  I am rejecting this response because: Your claim that we stayed in the room and did not check out is completely false. The room they gave us was dirty and had mold on the bathroom ceiling we did not stay there.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/25/2023

  Our only clerk working on that night states that you did not come in and let us know of any problems.  The next morning we found the room used and had to clean it for the next guest.  i am sorry that we did not meet your expectations. As we had to clean the room as a checkout and had no chance to address any of your concerns we respect decline your request for refund. Every thing in the room was used. this is the only proof we have of you being in the room.  If you are still not accepting of this please contact the property manager at ************************ she will work with you to resolve your concerns.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18458488
  
  I am rejecting this response because: I am still waiting for a response from the property manager. I have emailed and she had responded originally, I sent her what she had asked for but have not heard back from her yet.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/23/2022

  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.

  We reserved a room on 8/22-8/23. Our outlet cover in the bathroom was loose. While trying to fix it we found crystal **** hidden in the bathroom outlet. Management agreed wed contact the police to handle to situation properly. Management then came into our room to see what we had found and proceeded to confirm it was **** and then grab it and flush it prior to police arriving. Two Kootenai county police officers showed up and told us this place had a reputation for drug activity. Being from out of town we did not know this. They looked at photos we had of the crystal **** on the phone and confirmed it appeared to be drugs but since it was flushed they couldnt test it. We packed our bags and left. We asked about a refund and were told we would have to go through booking.com however booking.com said since we paid on site that is inaccurate information. Called the hotel and get the run around on when management is available to contact. Wont provide and additional options for contacting someone for refund. We spent $141.75 and did not stay in the room. I would Like a full refund. This was our honeymoon night and it was horrific. This place is dirty and most likely would not pass any kind of inspection. Cant even get a refund after having police show up to our hotel room for drugs. Please let me know if there any other information needed. Our booking number/confirmation number from booking.com is -Booking number ********** PIN number ****

  Business Response

  Date: 08/26/2022

  The police did not tell you it was crystal ***** the police told you it was a sugar packet.  Our employees told us it was a sugar packet.  As such the room is not refundable.  If this is not acceptable you will need to contact booking.com.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17758368
  
  I am rejecting this response because: the employee did not state it was sugar the employee stated it was meth and then proceeded to flush it down the toilet. Had it been sugar it would have never been flushed and the police would have had a substance for them test. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/02/2022

  When anyone reports they found anything in a motel room, i.e., guns, drugs etc.  ********** have no way of knowing if the person reporting the item put it there, who put it there, and how long it has been there.  As such calling the police is a gross waste of city/county resources.  This is what you did.  As stated previously, you will have to go through booking.com. They charge all motels/hotels a very large booking.com fee as such they control all the money.  Please contact booking.com with any issues.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17758368
  
  I am rejecting this response because:

  finding Drugs and guns doesnt justify calling the police? Truthfully I dont care who put them there. The point of this whole thing was to get money refunded for a service you neglected to provide for one reason or another. However I can clearly see that isnt going to happen since you cant really argue with stupidity. Your reviews from customers and ratings on sites speak for themselves. I will continue to peruse this in an alternate route. 

  
  Sincerely,
  
  *****************************