Complaints

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I traveled to ************** with our 6-month-old baby for 1 night 2-day stay and stayed at Lakeside *************** of November checked out on the 11th I believe.We checked in at night past 8 pm I believe so we went to the room fed our baby and slept him. We went to bed shortly after because we were tired too. The next morning we wake and we get ready and thought of putting the luggage in the car and let our baby nap until we check out. We couldn't find the car keys so we started looking around and lifted the blanket and bedsheets as well trying to find them. As soon as we shifted the blanket/sheets, 3 to 4 bugs came out crawling and they are crawling everywhere on the bed, we picked up our son immediately from the bed and got our phone. By the time we started our camera we only got 1 or 2 bugs in our recording and pictures. This was told at the front desk through call from our room. They said they will send somebody. Two hours later we are about to check out still there was nobody. I reached out twice to Lakeside Inn through Contact Us form and they haven't responded to any of my complaints. This was a safety issue. We don't know what kind of bugs they are and my 6 month old baby was on that bed. For this there is no apology no discount no refund nothing. For this, I want Lakeside Inn to investigate this, apologize, and refund our money back. It is pathetic that you charge so much for a 1 night stay and you have the worst customer service online and on-site and you are so irresponsible. It has been over 3 months and they still haven't responded. Also, we had breakfast at the hotel, and the server wasn't friendly we ordered 1 skillet, and the server asked if we wanted anything else and we said no we would share the skillet. The server brought the skillet in 2 different plates, charged us extra for the split, and didn't even ask us if we wanted her to split because there was an extra cost. We were surprised when we got the bill. SO UNPROFESSIONAL.

  Business response

  02/10/2024

  Good Afternoon,

                  We reaching out to the guest duirectly and settled the entire matter. I've attached an email correspondence we had witht the guest and the agreed upon resolution. PLease close this matter. Thank you

   

   

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

  Business response

  02/13/2024

  Thank you for reacing out ***************. As we discussed though email and phone your refund has been processed the gift certificate is being mailed out to the address you provided. Thank you again and we look foward to your *********** with us.

  Customer response

  02/13/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 19th we check into Lakeside Inn because we had an appointment for my disabled son to see if he had autism from the first night we were seeing sugar ants and told cleaning people and were to that pest control was coming today Then Saturday night we killed cockroaches and palmetto bugs in the closet and bathroom we then reported to cleaners again Sunday morning now my son was awake all night worrying saying bugs were all over and it was to late to leave so Sunday we were told by cleaning crew that pest control was coming Today and it would be fine we'll Sunday night was the worst they were everywhere Monday Morning I went to front Desk and asked for a manager they said he wasn't in yet so I left a note and was very quiet and made sure no one else knew what I was talking about I didn't feel it would be right to have a seen Monday afternoon the Manager called me and was very nice and told me he would call me back he would look into it well I didn't not hear anything all day Tuesday so I called Lakeside and got his voice mail I explained that it was worse then I thought some of the roaches ended up in our luggage.when I spoke to the lady at the front desk on Monday she said the same thing that we were told everyday that the pest control was coming today I feel like there is an issue there and everyone knows exactly what to say.I am requesting a full refund for our stay there and a minimum of 500.00 dollars for clothes and luggage we needed to get rid of and any expenses for pest control for the car and our house

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */ In Response to the BBB #: ******** Please see attached. Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel ashamed that the Lakeside Inn is saying they were never told I read their response and they continue to say there was no signs of bugs but they also are trying to blame it on us by saying there was alot of food in the room and even mentioned what was there they are saying that there was no signs of bugs then why are they trying to blame us for having food in the room in one way they are saying no bugs but the other way they are saying there was but it was our fault because of food And to say that we didn't try to talk to everyone we could is just not right what ever happened to honest people just excepting responsibility for their business I would ask the Lakeside Inn to refund my stay there and I will forget the luggage and clothes which the bugs made they way home with us Please Lakeside Inn I ask you to do the right thing I truest believe I did the right thing by quitely talking to multiple people at your establishment and then leaving a note and not making any comments to other guests at anytime I have not gave and reviews on any social media to down grade your establishment I know I am just one person and I am asking again do the right thing I would like a full refund and put this behind us Business Response /* (4000, 9, 2022/08/30) */ In response to the BBB case #: ********, again we are apologetic that the********** family has rejected the initial offering. The hotel ownership and leadership team have agreed to compensate the family for the three nights as a gesture of good will and they should see the refund on their account in 3-5 business days. We hope this closes the case and all parties may move forward, Yours respectfully, Andrew S********* Front Office Manager Consumer Response /* (2000, 11, 2022/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/4 through2/6, I organized a group of several friends and family to stay at the Lakeside Inn. The information provided by Andrew and hotel staff was inaccurate, resulting in hundreds of dollars in additional charges. After collecting charges management had not returned my calls to discuss. The most concerning was the "owner changing the menu last minute on 2/5" forcing a seated group of 20+ to order off their gourmet menu, instead of the Tavern menu. Also told we could not order the Arts Fair specials which were advertised.

  Business response

  04/21/2022

  Business Response /* (1000, 8, 2022/03/21) */ We're sorry for her disappointment, but she was clearly told in advance that it was a busy festival weekend and we do not take reservations. We tried our best to accommodate her as well as we could: the menu was our regular dinner menu. Consumer Response /* (3000, 10, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The menu we were forced to use was not the menu used for the bar/tavern. The cost of the food was two to three times higher than the bar/tavern menu. I had been repeatedly told when scheduling that they would not accommodate our group in the restaurant and that we would be using the Tavern menu. That the owner decided that day to make the Tavern use the Upscale restaurant "Dinner Menu". I was made aware after my 20 plus guests were given the dinner menu to order. This change was not mentioned or discussed with me. Business Response /* (4000, 12, 2022/04/06) */ Again, We're apologetic that she is still disappointed, but to reiterate; she was clearly told in advance that it was a busy festival weekend and we do not take reservations for walk in events. We accommodated her as best as we could to her unplanned event requests. Respectfully all of the teams here at Lakeside Inn. Consumer Response /* (4200, 14, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not apologized or acknowledged how unethical their actions were. Being busy is not an excuse.

*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. ↩