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:Customer Service 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.

  Dear **************** This is ***** and *****************************, I am writing to express our disappointment and frustration with our recent stay at your hotel our room was Napoleon #4. Unfortunately we experienced some significant issues during our stay that greatly impacted our overall experience. During our stay at your hotel we encountered when we first entered the room low foul smell, toilet clog, wash sink very brown ring around the sink, all the floors were dirty with white paint spots throughout the room, the two rooms chairs was so dirty we were afraid to sit in them, both rugs very stained dirty and smelled, when I lean down by the fireplace place which was covered, spider webs went in my face, head board was not connected to the bed it was very dusty, even on sides of the bed, the bedding sheets had little black dots on it, the walls wear very worn that needed re-sand and paint. These issues greatly affected our ability to enjoy our stay. It definitely falls below standards, from the dust my wife head hurt her so bad and my sinuses flared up like crazy. I went down and got the employee on duty ******** and showed her and the issues that was very evident she apologized over and over took my information and assured us that ***** the head manager would call us and he never did, I even went and told her that we never received a call her response was Im so sorry. This other male guy came and we was trying to share our experience however he was very rude and changed our sheets along with a lady. He was in a very defensive mold. As a result we are asking to be reimbursed what we paid which was $1,644.00 which included tax and fees, train fare and shuttle to transport to hotel.Our address is *************************************************************************************************** Your prompt response is greatly appreciated.I plan to report this issue to the Better Business Bureau, or ************************** Respectfully,***** and *****************************

  Business Response

  Date: 08/25/2023

  Caleb Law
  Manager
  D:************
  
   ***** and *****************************
  
  
  Subject: Resolution Regarding Your Recent Stay at Melrose Mansion
  
  Dear ***** and *****************************,
  
  I hope this letter finds you well. I want to begin by expressing my sincere apologies for any inconveniences you experienced during your recent stay at Melrose Mansion. We deeply value our guests and their experiences, and I want to assure you that we take your concerns seriously.
  
  I understand that you were dissatisfied with certain aspects of your stay and that you were seeking a refund for the rooms, as well as additional compensation for inconveniences during your visit. Please allow me to address each of your concerns individually.
  
  Firstly, I acknowledge the issues you encountered during your stay, and for that, we extend our apologies. We have carefully reviewed the circumstances surrounding your complaint and have decided to refund the charges for the rooms as a gesture of goodwill. Your satisfaction is of utmost importance to us, and we want to make sure your concerns are addressed appropriately.
  
  Regarding your request for a refund for the train and taxi expenses, after thorough assessment, we regret to inform you that we are unable to provide reimbursement for these costs. Our policy outlines the terms of refunds, and unfortunately, transportation expenses fall outside the scope of our refund policy.
  
  Despite this, we would like to make amends for the inconveniences you experienced. As a token of our commitment to your satisfaction, we are pleased to offer you three complimentary nights for a future stay at any one of our properties. We believe this gesture will provide you with an opportunity to enjoy our hospitality without the concerns you encountered during your previous visit.
  
  Once again, I apologize for any frustration or inconvenience you have faced. We value your feedback as it helps us identify areas for improvement, and we are actively taking steps to address the issues you've raised.
  
  Please feel free to contact me for details of your future stay. We genuinely hope that you'll give us another chance to provide you with the exceptional experience that we strive to offer all our guests.
  
  Thank you for bringing your concerns to our attention. We look forward to the opportunity to welcome you back and ensure your next stay is truly remarkable.
  
  Sincerely,

  Caleb Law
   Manager: Melrose Mansion 
  ******************************************
  ************
  www.jcollectionhotels.com 

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I havent received anything yet, Ill keep the complaint open until I receive it.
  
  Regards,
  
  *****************************