Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dates: 12/3,4,5 2024 Booked motel online with *** ** for 3 nights. Arrived 12/3/2024 and checked in. No hot water in the room and entire hotel. I told the manager and he said it would work in one hour. No hot water that evening. I tried the water in the morning of 12/4/2024. No hot water. I told the manager and he said it would work in two hours. I told him we were going out for a while. We came back 7 hours later. NO HOT WATER. I approached the manager and told him NO HOT WATER STILL. I said I want a 50% refund for night one and night two and a full refund for night three because we would be leaving. He agreed to 30% refund for nights one and two and a full refund for night three. The morning of 12/5/2024 still no hot water. I walked to the front desk. He looked at me, grabbed his keys and ran outside and fled. I went for a coffee to figure out my next actions. I called **** ** ******* and they said that on that morning, the manager put through full charges for three nights. Bank said they couldn't help me because I gave him my credit card information. The manager didn't give me any receipts or refunds. We left on the second morning and returned home. I also observed that he let NEW customers check in and he didn't tell them that there is no hot water in the hotel. I told the new customers and they went to the manager and he said loudly, THERE WILL BE HOT WATER. HE'S a liar and thief. He charged us $290.72. I filed a claim with *** . It was denied because I had no proof that the manager was going to give us a refund. I'd like my money refunded and this business to be punished. We went there to relax and instead, I've been dealing with this injustice and frustration since then. From 12/4/24 to today, 1/22/2025, I've been fighting this issue. I thank you for anything you can do to help. Sue, answering the phone for the *** **, is an absolute blessing. She was so courteous and knowledgeable and put me at ease . Sincerely, ***** * *******

• Initial Complaint

  11/18/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I had reservations from November 8th 2024 through November 11th of 2024. When I arrived, I discovered my room was absolutely filthy. Some of the furniture looked like it hadn't been dusted in months. There was a fire hazard in one of the outlets. The shower looked like it had been wiped down with a dirty rag, the heating / air conditioning unit, which was attached to the wall, was filled with mold, there was a pile of rust under the refrigerator that grew each time I opened the refrigerator door because the metal was oxidizing. The freezer was a giant block of ice, thus unusable. There were crumbs and dirt all around the floor of the sink area. The entire place reeked of mold. When my traveling companion arrived, he started coughing and his eyes started watering within minutes, due to the mold. We could not stay in that hotel. We were told they couldn't refund our money because we booked through a third party, namely *******. That doesn't make any sense, as we had been able to cancel until the 7th without any penalty. There is no magic switch that flips the day you show up which prevents them from refunding your money, especially in such inhospitable conditions. So they can refund my money on the 7th, but not on the 8th, apparently. Instead, they offered me points to stay free for a night at another one of their hotels. That's not what I want, what I wanted was to be able to enjoy my vacation and not lose $300 because my room was uninhabitable. ******* let me know if they tried repeatedly to get my money back from the manager, but the manager refused. This is absolutely horrible customer service. ******* tried to get my money back, and yet the owner of the hotel is claiming they can't provide a refund *because* of *******. All around a disappointing, filthy, poor experience.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/31/2024 a friend of mine asked me to help her search for a hotel in Mystic, **. I went on ******* and start searching and checking hotels on her behalf. As she asked to check the hotel reviews in question, I went ahead to starting to read what other customers have noted about this location., when suddenly it jumped into the reservation mode, I clicked 3-4 to cancel because I was just helping my friend (I already had my own reservation at another location for the same dates), but it still went through and I got an Itinerary number, of course immediately I contacted ******* and let them know that I did not authorize those charges, that I was only checking on my friend's behalf. The ******* agent asked me to call the hotel and ask for a cancellation, and then they will refund me the $304.00. When I called the Hotel, I was told that ******* was the one who charged me, therefore I needed to go back to *******. Since 10/31/24 the hotel manager has been avoiding the contact with him and the front desk staff Kevin are not willing to cancel the reservation that I have been explaining today that I did not authorize the charged and was only helping my friend with the search.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My father died in August. I had to be with my mother Labor Day weekend and this was the only room available in town. $250 dollars a night!! These people will take advantage of anyone. The room was vile. The stench of air freshener was so strong it was nauseating. There was a hole in the wall - above an outlet, probably a fire hazard - stuffed with toilet paper. The paint was moldy and peeling all around the toilet and the bathroom. The hairdryer was missing. There were missing light bulbs. The tub was surrounded with mildew. Mostly, it was difficult to breathe. I’ve slept in barnyards and found breathing easier than in this room. I booked 2 nights. Checked in late the first night, so I stayed because I had no choice and was desperate to sleep. The next morning I checked out because I’d rather sleep on my mother’s sofa than deal with that again. I was told I could not get a refund because I booked a non-refundable rate. On this BBB website, it seems the management’s excuse to others is that they booked with a third party. I booked directly on the ****** ******* *******.This makes no difference - they will keep your money no matter what. They also offered me rewards points (for the program I never agreed to sign up to). They do not care about the quality of their lodgings.. and they certainly do not care about taking money for rooms that are truly disgusting.

  Business response

  10/07/2024

  Hello, as mentioned previously the room you booked was non refundable and non cancellable. This was a decision that was made by the consumer not the hotel. Had the reservation been booked as a regular reservation then we would have been able to refund and help you out. Unfortunately with the reservation that you did book, a refund is not possible. Like i had mentioned before I can offer you points for the stay. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked 2 nights at this hotel for my family. We checked in on Friday 8/2/24. The hotel was absolutely disgusting. The hallways and rooms have foul odor, there was mold in the bathroom and cobb webs on the ceiling. Despite the conditions, we had no plans to complain about anything. Until Saturday afternoon 8/3/24, when a male employee who works at the front desk, and previously checked us in the prior day, entered into our hotel room unannounced, no knock, no anything, he used a key card to enter. My pregnant wife was about to change her clothes, and I was laying in the bed next to my 2 year old daughter who was napping. He immediately saw that my wife was in there and left the room. This is a front desk employee with no reason to be entering any hotel rooms. He is not the manager, he is not part of housekeeping, and our room was not located anywhere near the front desk. My wife was so uncomfortable that we checked out on Saturday and left even though we paid for Saturday night stay. I complained at the front desk to another woman, I called ******* to complain, I called ******* to complain. I was denied a refund and offered rewards points. I sent an email to the owner/manager Raj who has not replied as of yet, but he sent me the message through ******* (where I booked) acknowledging what happened and apologizing, saying there was a housekeeping mixup. This was not a housekeeper. It is the younger indian gentleman (named Cuja?) that entered our room. He is not a housekeeper. We want to be refunded as this ruined our vacation.

  Business response

  08/06/2024

  Hello, there was a houskeeping error in our system. The front desk agent was simply going around to make sure everyone was vacated. The room was showing as a departure which is why this happened. We apologize for the inconvenience. We have offered you compensation if the form of points. This is a third party booking so unfortunately we would not be able to adjust this monetarily, it would have to be through ******* points which were already offered. 

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is in fact an admission of what happened and thus there should be no other option besides refunding my cost.
  

  This is also not a believable story for multiple reasons:

  Why is the front desk man entering any visitor rooms? There is a housekeeping team to do this.

  Even if the company was permitting the man at the front desk to enter people’s rooms- why would he enter without knocking?

  The man who entered our room, is the same man who checked me in the day before this happened. So he knows that we were in that room and for how long.

  lastly, I did book through a third party *******. They are the ones that opened the complaint for me to resolve. The response they received is that the business will not refund me. They told me that the business is in fact able to refund my money through *******. Attached is proof that the hotel told them they denied my request for cancellation/reimbursement.

  
  Sincerely,
  
  **** *****

  Business response

  08/06/2024

  The front desk agent is a front office manager. He did knock before entering and announced himself before entering. 

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  That is a blatant lie. He 1000% did not knock or announce himself. That is your position that he knocked and announced himself and we just decided not to acknowledge that we were in the room??? Why wouldn’t we say we were there if he knocked? Why would we be so upset and so startled if he knocked? My wife was sitting right in the view of the door about to change. I woke up because she was so startled when she heard the key card swipe and the man appear in the doorway. He did not knock. He trespassed into our room.
  

  You have now changed your story. First you said we aren’t able to be refunded because of third party. But ******* acknowledged that you can refund us. Now your argument is that he knocked? Your story is changing but mine won’t because it’s the truth. Refund my card or I will take my next step with my cousin who is a big attorney. I was told my ******* that you have to purchase the points you are offering me. I don’t believe that but if true then you can just the same refund me. I am not interested in another stay using points with a company that treats their patrons like this.  

  
  Sincerely,
  
  **** *****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Attempted to check in to a room (***) bathroom was full of visible mold. Asked for a room change. Moved to (***) the smell of mold and mildew was overwhelming. The smell or room elicited a cough that would not stop until exiting the facility. I have yet to receive a refund. Pool not functional despite advertising.

  Business response

  06/11/2024

  The reservation for this stay was made through a third party via *********/*****. Any reservation made through this website explicitly states that the reservation is non cancelable and non refundable. The reasoning behind this third party website’s policy of cancelation is due to the significant price discount that they receive. In order to obtain such a heavy discount, the room becomes fully guaranteed. On the link, i have attatched a picture of our website displaying that the pool is closed. Third party websites are supposed take information from our website and put it on their own. We did not advertise our pool was functioning, this was *********/*****. Lastly, I would like to address the rooms. The first room that was checked into was not satisfactory for the guest, so we moved the guest into room ***. The guest said that the room is good and will work for her stay. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 13th, 2023, my family and I checked into this hotel. Unfortunately, we only stayed for under an hour because of the disgusting and unsanitary conditions of the room. We paid $159 for the room for the night. As we inspected the room, we found a large amount of complaints. There was blood on the walls of our room, the dust was built up for months, children’s toys were found under our bed, there were holes all over the walls. The outside door to keep people out was broken and anyone could get into the hotel from the street. The AC unit was completely filled with dust. After trying to figure out where to stay and what to do, we decided to just leave the area and drive back home. The hotel manager Rahj has been incredibly difficult to communicate with and give us a refund. We did not stay in this hotel because our children would have gotten sick from the room. He is claiming that we used the room and it is considered a night stay, since they “couldn’t rent the room out after we left”. Meanwhile, the room should not have been rented out in the first place, based on how unsanitary the conditions were.

  Business response

  10/24/2023

  Had the room been barely used or untouched we would have been able to refund the amount in full. However, at the time of check in, all guests are required to read and agree to the terms of our registration card. One of the agreements found on the registration card says that if the guest has been in the room for more than 15 minutes, then the room becomes non refundable and non cancellable. Again, if the room was left in sellable condition then we could have worked it out. However, in this instance my employee told me that the bed was used, the bathroom was used, etc. I'm not only a general manager of a hotel, but I am also a consumer. I travel to lots of hotels and it is pretty obvious whether you want to stay at a hotel or not within the first few moments of walking into a hotel room. It's either your cup of tea or it is not. There have been instances (even before I was in this industry) in the past where I legitimately walked into a hotel room and walked right out because I knew it would not work. I walk down to the desk and 100% of the time have gotten my money back since the property is still able to sell that room to another guest. Had the same been done in this instance, the same results would have occurred. 

*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. ↩