Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a room to stay at this hotel after talking to a man when we called to let them know that I am disabled & have service dog. He said that was no problem. A week before we left we called again just to make sure they knew we had service dog traveling with us. We were told again no problem. On July 11 we arrived at this hotel. The girl behind the counter asked my name & handed me a key. I reminded her about my service dog. She said dont worry about it.We stayed 3 nights, though horrified by the quality. It was very dirty, the floors were slanted, & every time we left our room and came back, someone had unlocked our window.When we went to check out the last day, my husband drove us to the front desk (which is a train car). There was a woman standing outside and saw my service dog in our car. My husband went inside, and this woman followed him, and my husband came out a few minutes later upset, and said I needed to come inside. So I got my cane and I went inside. This woman was horrible and started accusing us of sneaking a dog into the room and saying she was going to charge us. I told her we didnt sneak anything, we had multiple conversations with employees, and I even reminded the girl at check in. The same girl who didnt check my ID or swipe our credit card. The woman said if you dont have paperwork from the **** I am going to charge you.I let her know that there is no such thing as paperwork through the **** but I tried to give her my paperwork through the airline, and I tried to show her my disability placard from the state. She refused to look at either of them. I made it clear that was not legal. When we got home, we discovered she had charged us $138.75. We have called and asked multiple times why the *********** asked to be provided a receipt but They refuse. This is a violation of the Americans with Disabilities Act. We are travel *************** hundreds of nights per year in hotels & never have had a problem with any other hotel.

  Business response

  09/28/2024

  Hello,

  We will refund the incidental charges to this card on file. The reason for this charge is that the guest had multiple pets. Not singular. Also, the room was left in disrepair. It was closed for a night to do repeated carpet cleaning. It was soiled by both urine and f**** Under the circumstances the guest should see the amount on their statement in 3 to 5 business days. However, we will need the information for the guest as it may be booked under a different name. Lastly, the hotel closed on 8/13 and we have had issues with our phone line. Please feel free to contact me at **********************************************************************

  Customer response

  09/30/2024

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

  They claim the room was in disrepair, yet they cant tell who I am without the info on our reservation?  Right. 
  
   They are lying about the room being in disrepair. My service dog, like me, has a spinal injury and is not able to urinate or deficate on their own.  I had paperwork with me that she refused to even look at.  It is ILLEGAL to treat disabled people this way. 
  
  I accept the refund due to their error and deceit. 
  

  They know exactly who the reservation was under. Its under the people who called and asked multiple times for a receipt and was refused.  Smiths, checked in July 11  

  
  ******** *****

  Customer response

  10/01/2024

  LAJZ694BHM

  Business response

  10/03/2024

  Once again we are willing to refund this account. However, I can not proceed until I know the name the reservation is under. There are plenty of Smiths and none with the name above.

  Customer response

  10/04/2024

   
  **** *****

  Booking reference number 

  LAJZ694BHM

   

  Which is the number I sent. 

*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. ↩