Complaints

• Initial Complaint

  22/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Top three issues: 1) False advertising - the website info, photos, and services are inaccurate (eg. pictures need to be updated as they do not reflect current state of rooms, views and services available; restaurant and outdoor eating area are no longer available to the public - the restaurant is filled with boxes; run-down) 2) Cleanliness - it was very clear that the floors and area rug had not been cleaned (food, hair, dirt, other); dust on furniture; used popsicle stick on counter) 3) Customer service severely lacking (language barrier is a huge issue; I brought my concerns to two staff members, neither of which was able to help me; very limited office hours - no one available in person or by phone during check-out; no response, one week later, to an email sent wanting to address concerns) I brought up my concerns about the cleanliness of my room to a lady at the office shortly after arriving. She had difficulty understanding me, and at first offered me a mop. I tried again to explain the issue and she responded that when the cleaner went in, the open door likely caused the dirt in the room. I explained that that would not account for the food, hair, etc. She also brought up that the cleaner only sweeps the floor (no vacuum for rugs). She shrugged her shoulders and that was the end of the conversation. The following afternoon, I brought up my concerns again during check-out (I had to return in the early afternoon because no one was available to talk with before then). This time I spoke with a male (manager?). He said he was unable to address my concerns and gave me the inn's email address. He assured me that "Gary" would respond immediately (one week later - no response). I asked the manager to call his boss and explain the situation/allow me to speak with him; he refused and said that he was only allowed to do so during emergencies. This business is very poorly run and the owner should be held accountable. $230/ night should get you much better treatment!

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