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Business Profile

Hotels

The Clarkson Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/28/2022

    Type:Product Issues
    Status:
    Answered
    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.
    As of 8/26/2022 and prior to (which we have pictures of) the website’s cancellation policy differed from the fine print policy that was only disclosed after booking with a credit card number. The website stated free cancellation 48 hours upon ARRIVAL. We called on 8/25/2022 at 8:30 AM and 12:45 PM prior to 48 hours before check-in on 8/27/2022 at 3:00 PM. We were then told that we would be charged the full room rate because the manager holds to 2 days prior to check-in, which differed from the website. We called back and spoke with the manager who refused to grant the cancellation based on the website information. Their unyielding customer service refused to honor what had been falsely advertised. We booked based on the information provided on the website and was sent a policy which differed from that information AFTER our commitment to booking at the establishment. This is misleading information. We also checked our spam, deleted emails, and inboxes and could not find an original email of the policy which the desk worker claimed was sent. We do not want to be charged for this room. When we checked the website on 08/27/2022, the cancellation policy had been updated. We have pictures of the original, which was sent to the proprietor with our complaint about false advertising. 

    Business Response

    Date: 09/21/2022

    Dear ******** ******,I hope that this email finds you and your family well.  I wanted to introduce myself as the new General Manager at the Clarkson Inn.  I began my role here middle September.  I apologize for not reaching out earlier.  I also would like to apologize for the obstacle that you had encountered with us at the end of August this year.  It is our goal to provide the highest guest service possible, and from the sound of your email, you did not receive such service. According to our records, your credit card was not charged.  If you notice something different on your credit card statement, please let me know, and I will look into it further. We would like another opportunity to give you the guest service that you deserve, so please feel free to reach out to me directly if you will be in our area, and would like to stay with us. Again, on behalf of our team, we apologize for not meeting your standards. Please feel free to reach out to me if any other questions or concerns should arise. Respectfully ,Wendi P******General ManagerClarkson Inn******************************************

The Clarkson Inn is NOT a BBB Accredited Business.

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