Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our room in the motel was dirty. Dirty floor, spiders and dead ones in the cot. Couldn't use the cot sheets and had to improvise at night. Then only to be charged extra for using the cot ( which was dirty ) clear hadn't been cleaned in a very long time. So we just placed the dirty blankets on top. When we mentioned at front desk the lady ignored. Then the manager harassed us via text. I told him it was shameful what he was doing and he kept getting more rude with his words. Then he proceeded to tell us we were never allowed back. Keep in mind, we haven't actually done anything wrong but mentioned our room being dirty. It is a stress to us with our family as we're just trying to have a good time with our children. Noone deserves that.

  Business response

  06/05/2024

  Attention BBB Consumer Dept,

  *************************** Booked thru booking.com for May 5th to the 6th and change to May 4th to 5th with only 2 persons in a room and checked in 4 person and signed the hotel roll away beds policy.it is completely stated on registration paper if customer using a roll away beds there will be $ 20 charge for set up and cleaning. Take a look the highlighted yellow lines.

  also, we let him cancel original May 5th reservation on booking.com without 1 day penalty charges. Actually, as per booking.com agreement we have a right to charge 1 night penalty for same day cancellations, but we didn't charge. During the April 5th till April 27th, we renovated the whole property include Hilton brand case goods, Hilton brand new beds and Hilton signature brand new bedding. All rooms have everything in high end touch in a non-franchise motel. Only guest was upset because once we notice roll away beds used, and we charge $ 20 plus tax as per policy. ***** first start texting me and threat me to do the bed reviews on the all-web site and file a complaint thru BBB.

  I am expecting to reply complain on booking.com but we all prepare for it.so i was prepare for this. I been in lodging industries since 1996 till ************************************************************************************* come compensations for their stay. Also, i know bad apple and good apples everywhere and none of the hotel can do 100% satisfaction even 5 start resorts. Hey also facing disputes and complains.

  So, our PMS property management system and as per private owned property owner has full rights to do not rent customer list and refuse to rent the rooms in future.so yes MR. *************************** from ******* permanently banned to rent a room to harmony inn,Gioderich in future. As a owner we work hard 22 straight days 7 am to 10pm to renovate the whole property is guest rooms. We don't tolerate any customers open threat to the business. Take a look the pictures, signed registration cards by customer to agree all terms and conditions of privately owned properties. We request and aware to the guest do not come in future or trespassing this harmony inn, ******** for your future stay in Goderich.

  I hope this will explain his complain professionally way. Thank you.

  Harmony Inn. Goderich.

  **** ***(Manager)

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room online with my fiancee's credit card. I booked a room with 2 beds for a total of $289.00. My fiancee was unable to attend the trip with me, however when I arrived at the motel I was informed that I was no longer getting the room I booked but instead one with a single bed. Then the person checking me in said I could not use my fiancee's credit card because my name was not on it. I agreed and gave him my card. He then informed me he was putting a deposit of $100 on my fiancee's card. He then proceeded to charge my card for the room total of $181.00. Now a week later almost the $100 deposit has been put on his card plus the $181 on my card. So basically I didn't get the room I booked and still had to pay the cost of the original 2 bed reservation. I would simply like the $100 returned to my fiancee's credit card. He never gave me a receipt for the room and basically told me to go stay somewhere else, which I would have gladly done but all the rooms in this small town were booked because of a festival and the wedding I was attending. Also I did check in late, but I called the motel twice that day to let them know I was still coming and simply couldn't make it there until later because I was in the wedding party. At no point during either of those calls was I informed of the room change.

*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. ↩