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:10/28/2024

  Type:Facilities 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.

  Upon arrival to the hotel the front desk person was very courteous very nice no problems with that upon going to the room notice that it was very dark in that area at the end of the hallway also the door did not shut very well or open very well without a struggle the first night there several rooms down they were playing loud music up all night banging on doors going back and forth to rooms arguing kids screaming so the first night we got no sleep we've complained about it nothing was done the next morning got up realized there was no breakfast when we told there was supposed to be free breakfast there and there wasn't went out for the day came back decided to go to the hot tub because that's the hotel we wanted is a hot tub go to the hot tub kids everywhere the hot tub is cold so that didn't work go back to the room and around 8:00 p.m. it got loud with the screaming and the banging on the doors a couple of rooms down again and again all night long so for two nights we were unable to sleep complained again the rooms were filthy the blankets had cigarette Burns in them the bathrooms were disgusting there was actually pee on the sides of the toilet the floor was sticky the Sheets Were filthy overall very displeased very unhappy the people were very nice at the desk and the other currents we had we were watching TV and all of a sudden someone tried to use a card key to get into our room without knocking good thing we had the chain on the door all I can say is the person was very lucky as who it was the door was shut I opened the door looked down the hall and some lady was going into another room a few Doors Down said she worked there and she had the wrong room and she had a master key and if we had any problems with her using the master key and ours didn't work anymore to go to the front desk

  Business Response

  Date: 10/30/2024

  We are very sorry if you did not enjoy your stay with us. It does not look we received any complaints from you when you arrived about the condition of your room. If you were unhappy with the room you were given you could have come back to the front desk and they would have been more than happy to see about switching your room if it was needed. We do apologize about your room door trying to be opened after you were checked into it, one of our new employees got confused and read the room number wrong she was suppose to be going into the room next door to yours.  We were made aware of the noise complaint coming from your hallway and we did end up speaking to the people in the room more than once and let them know they would need to quiet down for the night and that they were disturbing other guests, they did apologize and explain that their children had autism which made it a little more difficult to calm them down. You were the first one to come to the desk and mention that the hot tub did not feel very hot so we had an employee go check it out and we fixed the issue right away. We did just recently shut our breakfast room down and our website was promptly updated to reflect that. Since you did end up staying your whole reservation we will be unable to issue a full refund. We are however willing to refund 50% of your stay for the inconvenience. Please respond and let us know if you approve of this refund so we can get it issued. Thank you. 

  Customer Answer

  Date: 11/05/2024

  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. 
  
  
  
  Regards,
  
  
  
  ********* ******
  

• Initial Complaint

  Date:09/25/2022

  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.

  I paid for a nonsmoking king room, we got in around 5:00p and the room reeked of smoke, the bedding was stained and I called at 5:13p once we got pictures of everything and they offered to give us a 20% off discount since no other rooms were available, no clean(unstained) bedding was available and gave us the option to check out…. We paid 180 for the room we didn’t have the money to go somewhere else and it ruined the evening for my best friend as it was her birthday we were celebrating. We left after almost 2 hours of waiting on clean bedding hoping something would change and then my best friend had asked for someone to clean the bathroom in her suite and she was disrespected and yelled at over the phone we all checked out immediately. We used booking a third party for the room so we’ve reached out to them as well and I would just like a full refund. I don’t have money to just let go in the wind because they don’t have enough money to purchase what is essential for the business to operate smoothly

  Business Response

  Date: 10/02/2022

  We offered this guest to check out with a full refund at the time as we are not a full service hotel and did not have housekeeping to service the room. Clean linens were offered by the front desk and guest was asked to come up to get the sheets. The stated it was the blanket and not sheets. Front desk left notes in the log book and did not yell or scream at any point in time. The guest clearly used the room as well as the spa and left the wet towels and linens. The friend whose birthday it was did not use their room at all but this room was used. Guest waited nearly 2 hours before deciding to check out with the other room they came with. We are not authorizing any refunds at this time for the guest in this room due to staying in the room and using spa, linens, etc. We apologize they were unhappy with their stay and would have gladly refunded if guest would have came up after deciding not to stay. Instead they waited.

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  Yes the Spa was used we never said it wasn’t, while waiting on the fresh bedding I used the spa. I waited for you all to bring the fresh bedding down like the air freshener was bought down. Had I known then it was not a full service anything we wouldn’t have booked at all. I am not happy with any of the services I received and I would like a refund no less than 75%. I could see if I stayed the full night which is only 20 hours but we left after almost two hours of waiting on bedding. Yes I would like a refund please for 75% of what I paid.
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:09/23/2022

  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.

  There was no working out Liz and also I had three other kids, me and my girlfriend had our kids over three of them was leaving And they all just came over and then you kept harassing us and how many people are in her I told him multiple times that we was leaving and he kept harassing I was calling my phone and then coming to the room knocking on the door and I told him already that my kids was visiting me because I’m live out of town so my kids came to visit me and then when I was visiting me he kept saying oh well you know I have four to the room I said I know my kids are visiting me and then are leaving and he did not keep on he kept on going on going on going about this situation so I asked for a refund back and he said he only gonna refund me back just for that day

  Business Response

  Date: 09/25/2022

  Good morning, we are responding to the complaint as appropriate as possible. Guest showed up to the property with 3 kids and was dropped off. Later on, a girl showed with three more children. At check in, the guest was informed of the hotel's no guest/visitor policy and also received a copy that he asked for. He also signed the original registration after being told the rules at check in. I would also like to mention this room has 2 full size beds accommodating only 4 people. After confronting the guest about his extra visitors, he became threatening and made multiple racial comments to the front desk clerk. He was then asked to leave the property or the police would be called. The guest stated he had already been to jail for some time. We are very strict with our rules due to the local people in the area and parties that are thrown. This guest was informed at check in and unfortunately due to his hostilit,y he was asked to leave.