Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Hello. I made reservation 11/15/24-11/18/24 at the Hyland Inn Long Beach thru *********** where I prepaid $339.43 for a King room approx 400 sqft. After working a late shift I arrived approx at 1:10am on 11/16/24. I was given room #***. The room was less than 200 sqft. It was an accessibility room where the bathroom was bigger than the entire room. I expressed to clerk this not the room I paid for. He told me to check back after 3pm. Due to the volume at work I was unable to call until approx 3:42pm when he just started screaming at me I asked him politely to calm down. I explained my daughter 15 was there I told her dont open door He then says he call the police on me for leaving a minor alone. I instantly got a sense of unsafe danger and hostile environments. I left work early. Arrived to angry clerk. Feeling unsafe I told him I was checking out. I told him to check the room and I will want to be refunded the remainder nights that I didnt stay, my $100 damage deposit returned to me and receipt. Approx 11/17 I contacted *********** to notify them of the situation they attempt to call no response I went back to the property clerk refused to give me a receipt he threatened to beat me up Its been horrible Since then I have contacted *********** over 7 times. Tried calling the Hyland Inn no results Today is 11/22/24 still have not received my refund for unused nights have not got damage deposit $100 or receipt At first I just wanted my refund for unused **************** but after this nightmare I would like to be fully refunded $339.42 plus damage deposit of $100 and receipt from Hyland Long Beach my physical check in & out date & the number of his supervisor or owner he refused to give me that information. Also want to file an official complaint for clerk who told me his name was *** ****** that physically threatened ******* daughters livelihood. No one should ever have to experience what Im doing thru Please help me resolve this matter????????Thanx

  Business response

  12/08/2024

  Room change: the guest called front desk on morning of Saturday 11/16/24 around 10 AM asking for room change. The front desk agreed to the request and asked the guest to change rooms before 3 PM that day. We said 3 PM as the rooms from previous night which was Friday were sold out and needed to be cleaned. Guest agreed to it and then we waited for them. At 3:30 PM that day we called the guest for room change and it did not accept any voicemails. we tried to knock on the door and it was locked from inside and no one answered. As the guest mentioned they left their underage daughter in room. The underage girl was herself from around 8 AM till when the guest came back in evening on 11/16/24 around 6 PM. Our staff may work with titles of front desk or manager but they have families and kids of their own too. Concerned for the safety of the kid left in room 101 by the guest, front confronted the guest to the irresponsible behavior of the mother. To which the guest got aggressive with staff and made allegations against our staff.

  The guest checked in on night of 11/15/24 and left property in evening of 11/16/24 which accounts to the stay of 2 nights. For the stay that was booked with *********** any cancellations after checking the guest will be charged the cost of one night. In this case guest stay is of 2 nights as the left on 11/16/24 around 6 PM and the 3rd night of stay counts for cancellation of reservation. The policies for cancellations are mentioned by the 3rd party websites on their reservation pages.

  By the time guest showed up and we were already booked out for Saturday night and had no more openings to change the rooms. Our property is under video surveillance always and we have kept recorded proofs of interaction with the guest. We do not want to publish them publicly as it will make the guest look bad for their use of language and zero patience talks for arguing with anyone they seem to find. If needed we can provide the proofs privately to maintain the complainants honor and respect.

  As explained above the property management and staff did their job and tried their best to provide as much options and convenience to the guest that they could. Refunds for the reservations have been denied as per usage of the room rented and policies that guest agreed to. No refunds will be made to this reservation.

   

  Thank you

  Customer response

  12/11/2024

   
  Complaint: 22591527
  
  I am rejecting this response because: The statement made by the clerk is false and inaccurate. I would like the footage and audio of all my encounters with him from the morning I checked in 11/16 until the evening I checked out 11/16 and the 3 times I returned attempting to get my refund and receipt in which I still have not received. 
     Even before I called to charge room I went to the front desk in person along with 3 others guest we stood outside the front desk for at least 10 minutes but he was still sleep and I had to be at work.  Then he mention that I left my daughter alone and still being disrespectful by calling me irresponsible. But he lives in a hotel with his whole family. So its responsible for him to live there with his family but irresponsible for me to leave my teenaged daughter there alone. I would like to see a law that says my daughter cant be there alone and would like a copy of their policy that says she couldnt be there alone. Hes so fixated on my daughter being there alone which has nothing to do with him doing his job and treating his guest with respect. Furthermore, the front desk clerk is the only person who was a threat. At first it was about a room change because I paid for a bigger room then received however after the clerk became aggressive it became a safety issue. The front desk clerk is untrustworthy. He mentioned I argue with other staff member. Thats a flat out lie. I never spoken to anyone but him. Please provide footage. He stated the manager and staff did everything to accommodate another lie. What was offered to me other than disrespect & threats. I dont know what type of organization is being ran there but once my child livelihood was compromised and my life was threaten by the front desk clerk I demand my refund. To clarify I was very upset I argued back and forth only with the front desk clerk *** ****** and had no intention on leaving until I got my receipt and refund but when he threaten to beat me up I knew I was not going to get anywhere with him so I reached out for help. He even cursed out the lady from *********** when she was trying to mediate then stop answering the phone. She sent numerous of emails that he avoided for days. *********** rewarded me $50.61 for my horrible experience and extend their deepest apologies. So now Im asking for your help. Please help me to get my refund and my actual receipt for the night I stayed. Also the footage is needed and very necessary because at this point its futile, stressful, and causing my anxiety to continue dealing with this horrible person and business practices. Thanx
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had booked online through booking.com and I when arrived at the location they asked me for two cards for a purpose of verification when I gave them both cards they charged my card and they had already been paid through booking.com which created double payment for the same on the same night I CAN ALSO PROVIDE MY RECEIPT FROM BOOKING.COM

*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. ↩