Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  First of all Chantico Inn charged me $150 deposit to be returned . Never happened. Charged me for an Animal of $100 I had no animal. Then they gave my room to another customer as I was in bed they walked in on me.. The manager was on the phone with the kid who booked it to another couple and wanted to talk to me, all she could do was yell and told me to move to another room.. so not professional at all. I threw the phone back to the kid and told him get his act together and I’m not moving into another room. Now they are not refunding me for the inconvenience this has caused and the $100 animal charge. They will not return any phone calls I’ve left.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On the 24th of August I paid for a room at this hotel. Me and a friend were going to an event we go to every year in Ojai and we stay here because it’s close to the event. This time we both had separate rooms and when the event ended at 10pm we both go to our separate rooms. I’m in my room getting ready for bed and I here someone put a key in the door and a man opens the door to my room and walks in. They had given my room away. I went to the front desk to complain and the boy that was working there said he just gave that room to him. I asked for a refund and he said no he couldn’t do that but he’d give me another room. I was a little nervous to stay in another room by myself after that so I went up to my friends room to talk to her and as were sitting there a couple walks up with a key to her room. We again went to the front desk and we’re put on the phone with the manager who proceeded to cuss at my friend and tell her she needed to get out that wasn’t her room it belonged to the couple that walked up. I immediately got on the phone and filed a complaint with the reservation department’s to get my money back. They told the reservation dept I was lying and no one walked into my room so now the reservation dept is saying they won’t give me a refund. That’s all I’m asking for. I paid $453 for a room I wasn’t even able to stay in. And it was traumatic having a stranger walk into my room. And not very safe these days.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The room contained a malfunctioning jacuzzi tub which exploded water all over the room. We could not stay in the room and were refused another room or a refund.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Party of 4 women under the name “B******”, we stayed on 2/3/2024. We left our bags in the room at check-in around 12:30pm; the room had a strange smell but we had somewhere to be so we left quick without checking the room. We got back to the room at 10:20pm. When we opened the sheets to go to sleep and there were crumbs and hair, it was absolutely disgusting. We found a mold infestation under the sink, on the floor and along the wall. We looked under the beds and found lots of hair, dust, used tissues and a pair of dirty socks. We took picture and videos and headed to the front desk. When we got there, they were leaving earlier and gave us two pairs of sheets that we changed ourselves. We ended up not even showering because we were worried due to the cleanliness of the room. The next morning we explained all the issues and we were told to leave our information that we would get a call back. Nothing so after two days I called and they asked to see the proofs so I emailed it to the manager Jennifer. She said she’ll talk to the owner *** and get back to me first thing in the morning. Nothing the next day so I called back at 3pm and got a call back at 4pm where she said that they can give us a 25% discount for a future stay, we refused explaining that we don’t ever want to come back especially since we won’t be returning to the area however we would appreciate a discount for the room that cost us $334 when they shouldn’t even have anyone in the room due to the mold infestation and not having cleaned it. After back and forth calls for 3 days, I asked for an email or phone number to reach *** directly and the manager Jennifer refused and hung up on me. Another member of the party had to call Jennifer to try to get ***’s phone number. On the phone Jennifer refused again and told her to stop calling and hung up on her. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had booked through a third party website to stay one night in December 2023, first red flag was that we couldn't get into the room, the woman at front desk gave us 5 room cards until the last one finally worked. Very outdated room, leaking and noisy faucet in room all day and night. Two days later I had an extra charge from this hotel for $100, I called to ask what this was for, the lady told me I stole 2 robes!! What the heck? I told her that our room didn't even have any robes, and yuck, we wouldn't use them in the first place let alone stealing them? What a joke, she said she'd let her manager Jennifer know so she'd call me, never got that call. I called back, and called and called, no answer, like they were screening my number, I blocked my number and what you know, they answered! A very extremely rude woman and didn't say a word when she picked up the phone, I had to say something, she didn't want to say her name and was just overall unprofessional, cussing and yelling. This is by far the worst experience for me from a hotel, shady thieves running this nasty place.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I made a reservation online with Chantico Inn and Suites in Ojai, California, between Nov 9th - Nov 15th 2023. I paid them the whole amount of my stay in advance through their webpage, which was $1063,10, Their prices were: $79 for 11/09, 11/12, 11/13 and 11/14 and $239 for 11/10 and 11/11 plus taxes. But when I arrived there at the inn, they said my room had been cancelled without previous notice (they never emailed me nor called me and they had both my email and my contact number correctly - I checked then and there). I had just arrived from Madrid, Spain, (after two flights of 3 and 10 and a half hours, plus waking up at 2:30am in the morning for the trip) and I didn't have a room to sleep. To my surprise they offered me to share a room with a stranger, and after I accepted (because I didn't have any other option just then nor a car to find a place at night) they put me in somebody else's room who hadn't showed up yet. The next morning they supposedly charged $299. But when I checked my bank account they had actually charged me 657,03€ instead. I tried to talk to Jennifer, the manager and to Tia, the owner, to tell them about the mistake, but they started making up lies, denying what had happened and refusing to give me my money back saying that I was the one who had cancelled the room. What's more, when I got back to my room after having done some things in town, my key had been blocked and my personal things had been all put into bags and brought downstairs to the lobby so that I would leave. And now they claim that they charge me because I cancelled the room, which is obviously not true (if I had done that I wouldn't have shown up at their hotel). They don't have any notification of cancellation on my part and they have no way to prove that I cancelled anything because that just did not happen. I have the emails they sent me where it says YOUR RESERVATION IS CONFIRMED and their confirmation number is CH0*******277.

  Correction on billing:

  I first paid $1063,10 which is 965,90€ for my reservation, and then they said they would charge me $239 but they actually charged me 657,03€ which is $723,14.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This dispute is in regards to the chantico inn. The Chantico Inn was unable to provide a functioning shower due to no hot water in the hotel room bathroom. They were unable to accommodate moving me to another room. I asked if they could provide me with a discounted rate or refund due to a misfunctioning hot water system. The issue was first brought up during initial guest check in at the hotel on 10/28/2023. The issue was not resolved. I was lied to by the owner who was off site and assured me it was fixed. When I checked later that evening the shower was still only producing cold water. The following morning on 10/29/2023 the issue still was not repaired. I still did not have a functioning shower which I had paid a lot of money for. Again I Iet the front desk know and they advised me to contact the owner. I called the owner. The owner lied to me telling me that the issue was fixed although it was not. Her employees even checked the water while I was in the room with them and told me the water felt cold. however the owner lied and said her employees checked my water and said it was hot. And when I asked for a discount she yelled at me on the phone and hung up on me. I have been unable to contact her since. I was polite, calm and collected during the call and she was heated and accused me of false accusations. I paid $306 for a service that was not provided as it did not provide a fully functioning bathroom shower. I merely wanted an apology and a reasonable discounted rate for the inconvenience. Instead I got rude service and did not receive what I had paid for during my stay. I checked out from the hotel on 10/29/2023 at 10am. Upon investigating yelp and Google reviews other people have had related issue similar to this interaction with the owner. I want to protect future consumers from being taken advantage of. Thank you for reading.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The hotel was not as advertised. It was uninhabitable. The room was supposed to be ready at 3 but wasn’t available until 5:30 and I paid extra for an upgraded room. Then the bed was broken, towels used, no soap, missing covers on fixtures etc. I said I couldn’t stay there. The manager tidied up another room that I think she was using because she took a bag of her stuff out of there. I said I wasn’t happy still given I paid over $400 and this was like a dirty motel 6 experience not as advertised. she bullied me to give it a try. We had nowhere else to go at that hour. We returned from dinner to a very dirty not ready room but had no other options. I went to the office to complain at least 5x. I was there for a peaceful relaxing night. I had to stand in a stepladder to get on the bed that was super unsafe and uncomfortable. The room smelled and was clearly not sanitary. The sink barely worked and the shower was moldy. It took hours to fall asleep only to be awakened by loud guests banging around and yelling in the middle Of the night so We were up most of the night and it ruined the whole trip which was meant to be romantic and relaxing. I hurt myself trying to get in and out of that awful bed with dead nasty pillows. The kitchen was too dirty to get the coffee and breakfast offered. I asked for a refund. The manager said no and gaslighted me that I shouldn’t have expected better. Horrible unsanitary unsafe place. I have photos to prove it. I want a refund not another night in that awful place.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a reservation with this hotel and it was confirmed. When I checked in, they forced me to pay an additional $28 on top of the price I had already paid. After consulting reviews, apparently they do this to many customers. This was never written in the contract or booking information, they just refuse to give you keys to your room unless you allow them to charge an extra amount.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 25, 2023 I booked a room online at Chantico Inn and suites for 2 nights 2/19 and 2/20. On February 6th I called them to see if I could add the night of 2/18. I was told they were booked but would put me on a call list. They did not call back. On 2/19 at 9am I received a call from them stating that my credit card was not valid. I told them I was driving and would call them back as soon as I could. She told me it had to be by 11am. I called back at 10 am and left a message, I arrived at the Inn at 10:50 am. I gave j******* a valid credit card she was having trouble with the computer and told me my room would be ready after 1pm. I said that I would be back after supper. I arrived back at the inn at 7:09. The office door was locked and no one answered it, I called the office and got the answering machine. I left a message. I called a number on the office door for after hours service that number was out of service. At around 9 pm I received a call back from J******* stating that they were over booked and did not have a room for me. On the morning of the 20th I checked credit card and they had charged me $602 for a $79 room. I stopped at the Inn at 10am and the young man working there said it was his first day. He got a hold of someone who was "in charge". He said she would call me back. She did at 10:23am. The number was 805-570-1491. I told here the whole story. She said she would have to talk to J******* and that J******* wouldn't be available until 3pm. at 3:45 I stopped back at the inn I told J******* I expected a refund of the 2 charges totaling $602. She said she would call me back. I have not heard back and today the $602 was posted as a charge on my credit card

  Business response

  03/03/2023

  the weekend starting Friday, February 17, Mr. R********* had a reservation booked till checkout February 20th.  We tried charging his card Friday the 17th and it was declined. We tried numerous times calling him but got no response. We have 72 hr. cancellation. Prior to arrival. Saturday. we again tried to charge his card, call him and again not any luck. We were over booked for that weekend. When i looked at our message system at 10;30 am 2/19 he replied he was on his way today. Mr. R********* decided he didn't need to come Friday night. Shut off his credit card, did not answer his phone and took up a room that he did not even occupy.

  Customer response

  03/06/2023

  
  
  I am rejecting this response because:

  First, the only reservation I made with Chantico Inn was for 2/19/23 and 2/20/23. I did not make any other reservation for Feb at the Chantico Inn. On 1/25/23 I made a reservation for 2/19 and 2/20. The credit card I used expired before the my arrival date. The only call I recieved from Chantico inn about that was at 9am 2/19. I was driving and told her that i would call as soon as I stop with valid CC#. She said it had to be by 11am. I stopped and called back at 10am and got the answering machine. I arrived at the Chantico inn at 10:50am and spoke with J*******. She took my CC and told me my room would not be ready until 1pm. I told her that was fine that I would return after supper. She was having trouble with the computer and printer so she did not provide me with any receipts. She said Ihad a reservation through expedia earlier in the week that I had not shown up for. i said I didi not have any other reservation. I reminded that I had used expedia for a reservation there in January. She seemed confused and didn't know what to say. I reminded her that I had call on 2/6 hoping to add the night of 2/18 but was told they were booked and would put me on a waiting list. I never heard back about that. So on 2/19 after presenting a valid CC before 11am I went on my way, having been told my room would be ready after 1pm. I came back to the hotel at 7:09. The office door was locked. I knocked on the door several times. I called the office number and left a message. I called the after hours number posted on the door. That number was no longer in service. I waited around for about 30 minutes knocked on the door several more times, Called and left messages again. I received a call back from J******* about 9pm stating that they were overbooked and that I had not shown up. So I slept in my car. The next morning I started calling again. No answer no call back. I stopped back at the office and spoke with some young man who said it was his first day. He called someone in charge and that she would call me back. She called me back at 10:23am and I told her the story. She said she would speak to J******* and call me back. She did not. I called her back at 3:18 pm on the 20th. No answer. I went to the hotel and found J*******. She called the in charge lady on the phone and had her on speaker. She tried to explain but again seemed unsure of details. I tried to help with that. J******* told her she was confused about the reservation from earlier in the week. Before we finished the other lady said I have to go I'm getting a call from IT. I asked J******* if she would refund.She said she had to speak with the other lady again and would call me back. I asked her if ti would be that day. She said yes. I never recieved a call. I have made many calls to them and do not get a response.

  I arrived before 11am on 2/19 and presented a valid CC. I was denied lodging after that.

  I made no other reservations witb Chantico inn in Feb. 

  I deserve a full refind of all charges placed on my CC by them

  
  
  Regards,
  
  **** R*********

  
  
  
  
  
  
  
  
  
  
  
  
  
  

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩