Complaints

• Initial Complaint

  22/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family and I booked 2 Deluxe room-Queen bed with Commons Inn on July 28 2024. We paid a total of CA 1842.00 (194.40 per room, per night. 4 nights. 143.40 in taxes and fees per room) 4 non refundable nights. We chose this hotel due to the advertisement and listing on hotels.com that displayed clean, spacious, and recently renovated rooms for a reasonable price. We also checked the professional website of the Commons Inn and the same description and photos were shown. These can be found here: Commons Inn | H****** ***** * ******* ***** *******n Cheap - Commons Inn | Halifax Hotel | H****** ***** ******** Cheap Upon arrival we were given room 310 and 311, but the rooms were not as advertised. Generally grimy, small, and un renovated. Attached are pictures of some of the cleanliness issues we encountered. Not wishing to immediately burden the busy hotel with these concerns and tough it out, we instead decided to cut our visit short by one night and spoke to the concierge at 11:30 am on august 22nd, over 48hours before our scheduled stay on the night of the 24th. After being told that the entire booking was non refundable despite our notice, we raised our concerns about the cleanliness and advertising issues, and asked if there was anything they could do to fix these issues besides the refund. Had these not been an issue we would have liked to stay all four nights. No other rooms were available, and they were unwilling to remedy the situation in any other way. We were told by the concierge that the owner is hard to reach and that they receive many complaints and refund requests for the same reasons. Had the rooms and location been advertised honestly, we would not have purchased a 4 night non refundable stay. We would like a refund for the amount paid for the two rooms for at least the night of August 24, 2024. More important, the listings and photos posted by this hotel should be changed to properly reflect the rooms that customers are renting.

  Business response

  26/08/2024

  We sincerely apologize for the inconvenience and frustration you have experienced during your stay. 

  We have issued a total refund of $390.22. Since you had two separate reservations, $195.11 was refunded to the virtual credit card for each reservation. 

  Please reach out to ******* to arrange the refund, which will cover the rate for last night as well as the commission for that night. This means you will receive a total amount exceeding $390.22. For precise details on the exact refund amount, please inquire with ******* directly. 

   

  Customer response

  27/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22181882, and find that this resolution is satisfactory to me.

• Initial Complaint

  21/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We checked into this hotel today, july 21, and now wish to cancel the nights of 22 and 23. But they will not refund those two remaining nights. We agree that we are required to pay the first night (July 21). We have been charged 1031.07 but should only pay 343.69 (the night of July 21). We are requesting a reimbursement of $687.38 The following is the cancelation policy in our contract with 'commons inn' __________ Cancellations or changes made after 11:59p (property local time) on 19 Jul. 2023 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees. ___________

  Business response

  25/07/2023

  The guest already got the refund of $680.34 at 21:49 on July 21, 2023. 

  Customer response

  25/07/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20359354, and find that this resolution is satisfactory to me.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We booked this reservation on June 18th through Hotels.com and paid $603.75. Our reservation was to be for June 29, 30 and July 1. The room was nothing at all compared to the photos on the website. We arrived about 9:30 PM by taxi and were dropped off on sidestreet where we found several men loitering at the bottom of the steps. We learned later that the front entrance was blocked off and that the place was "under renovations". Where we entered was ambiguous but a sign was posted to "use other door". We climbed another set of stairs and came to a temporary Front Desk. We were concerned almost immediately and asked to see our room. A young woman took us up another flight of stairs and showed us a very poor quality room that was not remotely similar to the photos on the website. We declined the room and told the young woman we wished to cancel the reservation. She told us that it was non refundable in a sour manner. At that point we attempted to contact the travel agent (which took some time). The woman cam back out form the office behind the desk *** **** **** * ***** ********* ****** *** ***** ***** **** **** **** **** *** ** **** ***** **** *** **t. Needless to say we were appalled. When we di reach the T/A they pointed out that is was non refundable....later in the conversation we were offered $30 as compensation (for $600 spent!). We are going to try to get the credit card company to Dispute the Charge; but I am not confident we will be successful. We have contacted the Halifax Tourist Bureau as well.

  Business response

  10/07/2023

  We want to apologize for any inconvenience or disappointment the guests may have experienced with us. Unfortunately, because the guests didn’t contact us before their check in day, we are unable to issue them a full refund. They booked three nights with non-refundable rates and we charged the total $507.08, but we can refund them the last one night which is $206.98.                                                    
  Please note that we can’t issue refunds when guests request in the same day of check-in. Guests have to inform us at least 48 hours before arriving day.
  Once again, we apologize for any inconvenience caused. 

  Customer response

  17/07/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20268475, and find that this resolution is somewhat satisfactory to me. I retain the right to pursue further compensation through the credit card company and/or the travel agent. The response given by the business is ridiculous as the reason for rejecting the reservation was "the room and business treatment was unsatisfactory". A one night recovery if it is a "sure thing" is better than nothing. How will the one night be refunded, and when?

   

  Murray and Nouzha Sallis

  902-315-2546

*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. ↩