ComplaintsforThe Virginian Motel

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  no tolet paper, dirty towels hanging in bathroom, bathroom sink barley works(trickle of water) tv didn't work, there were dried blood BLOOD stains on one of the bed sheets,and to top it off I'm trying to check out as we speak but there no one here to give me my 100$ deposit back! I think the health department needs to get brought into this as well.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/04/28) */ After the guest checked in and went to room the guest never came down and said anything about any issues in room. When guest checked out, he was very rude and then called office yelling and cursing. Guest came back later that night and talked to the owner and the guest was returned some of his money. So, guest has been refunded some money and he was happy with that.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday March 18 I had booked a room at the Virginian hotel in Myrtle beach since I was working in South Carolina. It was last minute cause I work third shift so I needed a room for when I get off so I could continue to work. Arrived at the hotel around 830 that morning to nobody at the front desk door was locked solicitors hangin around. Finally someone arrived around 9 to tell me that I couldn't check into my room until 3:30pm. That's the time I had to leave for work so that means I can't get no sleep and I can't check into my room. Asked to speak to manager she wasn't to show until 10am. Came back at 11 am to the manager to rudely tell me because I didn't show right away they gave my room away so I had to wait until 3:30 for housekeeping to clean the rooms. After debating back and forth to let this woman know I need to get some sleep the room is fully paid why can't I get into it. She made me wait another hour before she let me know my room was ready. So now here it is 12pm I have to be to work at 4. Go up to the room to be greeted by three housekeepers coming out the room sweeping the room with their feet. Spraying air freshener and told me the room had been closed for a while they had to clean it quickly. After inspecting the room there was knats all over everywhere in the bathroom. Bathroom hadn't been clean the toilet doesn't even look like you want to hover over it. Pulled the sheets back on both beds they clearly hadn't been changed stained ashes burn marks dead bugs and blood on them called to tell management they sent housekeeping back up there to still have blankets that had holes in them and wasn't clean. When asked about just getting my money back so I could try and go somewhere else I was told rudely flat out no. From the other tenants approaching you for drugs or miscellaneous things. To the rude staff except the older housekeeping lady she was very nice.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/03/24) */ Our check in time is 3:30 pm and that is clearly stated on booking.com and sign on night window saying check in time is 3:30 pm. Our office opens at 10 am every day and yes customer was told check in time is 3:30 pm. No one was rude actually the female that was with Mr. ****** was the rude one. After the housekeepers knocked on doors and started cleaning rooms, I had them go check the guest rooms and I called the guest to let them know they could check in early. The guest checked in at 11:52 am which is way before our check in time. Guest did call and say they wanted new sheets, and someone was sent up there. No one came down about wanting money back which rooms are non-refundable because the guest booked basic non-refundable room using booking.com. Only time the guest called the office after the hskp went to room was the next day saying the shower didn't work, which shower did work they just didn't know how to operate it. And the guest says that they asked for refund, and we were rude and told them "no", that did not happen because we would of told them that they booked a non-refundable room and that booking is the one that took their payment so they would have to contact booking.com. We allowed the guest to check in early even after being rude to 2 employees, they had an issue the issue was fixed, and they stayed.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $100 cash deposit fee and never got it back. I have tried several times to contact management and I always get the run around. The room was left in perfect condition and had no reason to keep the $100 cash deposit. I would like the $100 cash deposit back.

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/02/16) */ Ms. ******* was staying at one of our properties and was relocated to another due to problematic situations concerning the occupants of the room. When relocated to the next property - the same activity continued, despite Her signature acknowledging our deposit policy. Her repeat violations forfeited the said deposit, and her and her companion are no longer allowed to rent at our properties. We understood this dispute to be finalized October 2021. Members of our staff spoke to her personally several times explaining our policy confirming she is not owed the deposit. Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The day before I was relocated a man from the fire department was going around checking fire extinguishers the next day I was specifically told by management the hotel had to be shut down because of code violations and it would take 2 weeks to get everything up to code. Management also stated I could get a refund for the remaining Days or be switched to another hotel. I chose to be switched. Upon checking in to the relocated hotel I asked about my deposit and the lady at the front desk of the new hotel that I was relocated to stated that I would have to get the deposit back from The Virginian. Upon checking out I was not informed by any staff of any violations nor throughout my entire week stay did no staff communicate with me about any violations. Since then it has been the runaround. I am at least due my $100 cash deposit back for one being put in a hotel where is not up to fire code that in itself is a liability and a danger to all guests. Secondly if there was any violations going on why were they not communicated with me or if staff had any problems or concerns and didn't want me at their establishment they should have just said here is a refund for your remaining days you have to go you can no longer stay at our properties. None of that happened. It is bad business practice to steal deposits when there was no damage done to the room. A deposit is to cover damages done to a room that never happened. Business Response /* (4000, 9, 2022/02/22) */ No such communication concerning any potential fire code violations ever occurred. The Motel never shut down and no one else left. She/they are Not owed any deposit. In fact - Our policy states ANY activity deemed potentially illegal or suspected violation of our rules or regulations Forfeits Entire deposit with NO REFUND. We acted kindly by re-locating her to another facility - staying for free - Against company policy, to be courteous. No further action is required. We will not refund the deposit. thank you Consumer Response /* (4200, 11, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely false. There was communication regarding potential fire regulations, there was even a man from the fire department (what I assumed to be). Also several other guest were relocated or asked to leave. Also how did I stay "for free" when I paid for those days. There was no illegal activity, if there was how come the police never came and how come I was never asked to leave? No one ever said anything to me about violations. The floor I was on several times you could smell marijuana being smoked. After reading reviews of the hotel I'm not the only guest that had a bad experience here. Total scam and lies. Business Response /* (4000, 13, 2022/03/05) */ The guest had people in and out room at night and there are no visitors after 10 pm. And the guest smoked in room and all our rooms are non-smoking, if guest smoked cigarettes and illegal stuff in room, it is a $250 fine. Guest took down smoked detector in room which is a fire violation. Reason police was not called is because we did not know about the smoking in room until they moved to other property. We try to help people out and we don't like having people arrested so we try to handle it ourselves, so no one goes to jail. For the traffic the smoking any anything in the room and taken smoke detector out all wall is why guest lost deposit. We only keep deposit when the rules are broken, or things get broken in room or things are missing. We do not just keep peoples deposit for no reason. If we did keep deposit for no reason, I'm sure that this would not be first time we've had to discuss this about a deposit. Consumer Response /* (4200, 16, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Statements are false. There were no visitors after 10 pm. There was no smoking done in the room. The fire detector was not removed. People were not in and out the room. Management never once spoke to me about any violations. I find it odd the response from this hotel keeps changing from one storyline to another. Business Response /* (4000, 18, 2022/03/10) */ This issue has been turned over to me and I'm stating what I know about the room. I spoke to my housekeeper about this room, and she let me know that the smoke detector was taken out of the wall and that the room smelled like smoke when she went in the room to clean room. I also talked to security and that let me know that people were in and out the room. When guest signed the paper that I attached last time that was the guest accepting the rules and at bottom of paper clearly states about smoking in room. Consumer Response /* (4200, 20, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is totally false that there were people in and out of the room. The room could not have smelled like smoke because the room was not smoked in. There was no damage done to the room. If any of this was actually true why was I not told from the beginning I was not getting my deposit back. Not once during check out or any time after was I not getting a refund because of XYZ. It has been the run around since the beginning. I would like to see pictures and videos of these alligations.

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25, 2021, my husband and I booked the weekend at the Virginian motel in Myrtle Beach South Carolina. When we got there the office was in really rough shape, but we were able to get our key and go to our room. On the way to our room we noticed that the place looked a little rundown. But we still went in our room and get ready to go to dinner. On our way back we noticed that marijuana was being smoked, and there's a sign in the window and in our room that clearly states no smoking marijuana or a lot of noise after 11:00 p.m. The sign in the front window also mentions the noise policy. We were up until 4:30 in the morning Saturday listening to people screaming and hollering outside our room. My husband and I check out at 11AM Saturday morning, a whole day early, due to the noise, the smoking, in the condition of the room. As you can see from the pictures. I'm not asking for all of the money back, but I would like to get one day back because we were supposed to leave Sunday.

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/07/02) */ The guest booked a non-refundable room using Booking.com. When the guest checked out a day early they were asked why checking out early and they said they had to leave early. The guest was informed that it is a non-refundable reservation, they said ok. The guest never once said anything about any issues. As far as smoking, our rooms are non-smoking and people smoke outside the room and yes we catch people smoking drugs and we take care of it. We also have security officer on property so if there was loud noise he would of taken care of the issue. And if guest would of let me know of the issues we would of tried to fix the issue or offer them room at another hotel, but the guest told me they just had to check out early and that was it.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1, 2021 we booked a room thru booking.com for the Virginian Motel in Myrtle Beach , SC. We paid $351 upon arrival the motel was not as pictured on the website. Upon arrival we immediately asked for a refund. The motel refused to refund our money. We walked to the room and it was dirty we contacted booking.com and they asked the motel to waive the cancellation fee and they refused to do that or refund our money. We went back to the office and asked for our money back and they refused. We drove 1 hour to find a motel that had a vacancy and paid $200 for the room. - I RECIEVED THIS EMAIL FROM A PREVIOUS CLAIM AND STILL HAVE NOT GOTTEN A REFUND.

  Business response

  08/20/2021

  Business Response /* (1000, 5, 2021/06/10) */ The customer booked a Basic Non-refundable room, booking.com took the payment. When the guest checked in they informed front desk that they wanted to cancel the room due "We didn't realize these people were going to be here at the beach." And the guest was informed that it is non-refundable room. The guest decided to check in, they stayed for and hour then decided to check out. The guest said they were checking out due to window being dirty, which could of been fixed right then. But the guest had it in their mind before even coming into office that they wanted to cancel due to all people on the beach on the weekend. And the guest informed the front desk that they can get room cheaper some where else. The guest checked in then decided to check out knowing there was no refund. Consumer Response /* (3000, 7, 2021/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) booking.com says in the attachments that I have sent that we are to get directions to get a refund. please read those attachments. The motel states that booking.com has not corresponded with them to give us a refund but if you read the attachments you will see they state to get a refund. We did not stay in the room for an hour. We walked out and called booking.com. If the motel has cameras they will see we did not stay in the room. We just want a refund or a partial refund. Please read attachments. Business Response /* (4000, 9, 2021/06/17) */ The guest booked a Basic Non-refundable, the guest checked in, hour later guest came to lobby to check out due to a dirty window. Guest was informed before checking in that there is no refunds. From arrival time the guest did not want the room due to all these people being at the beach. I'm not sure if they were talking about all people on beach or what, but it is the beach and the weekend and every where was busy. Consumer Response /* (4200, 11, 2021/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the motel is making false statements about us. We did not stay for an hour . We went and walked on the beach to call booking.com Booking clearly states I will be getting a refund but the motel refuses.

*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. ↩