Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 rooms at Tourists Welcome in ************************* on August 9 for a weekend stay October 11-13. When I booked they categorized the rooms as Rooms and Suites. We wanted more space so we purchased 2 Suites. When we arrived we were told to not go to the main hotel and instead check in at a B&B across the river. The B&B was purchased by Tourists 6 months ago and does not look anything like the rest of the hotel. The furniture is extremely old and the house itself needs major renovations (they are apparently doing renovations this winter). Also, you have to walk through the woods to get to the main hotel amenities. None of this was clear on the site when transacting. All imagery on the website and when booking the Suites were of the main hotel which is beautiful (I stayed at this hotel in 2021 and remember it fondly). Even the images of the suites and rooms has the same modern aesthetic which is NOT what our rooms looked like. When we called to fix they said they had no other rooms available and apologized as they are going through growing pains. This was complete bait and switch. By providing false imagery and hiding clear information that this was a different site at the bottom of a long email makes it very clear that this deception was intentional. No one would pay the same rates if they compared the main hotel experience and rooms to where they put us up.

  Business response

  10/29/2024

  We added the Blackinton Manor Bed and Breakfast to our portfolio in July of 2024. All rooms at the Blackinton Manor appear on our booking engine under B&B Rooms as a header. All rates are listed as Pre-Reno Rates which has the description of: "Enjoy the Manor's final season as we know it, with special pre-renovation rates and limited amenities available through fall 2024" clearly noted next to the rate when booking. 

  Each room at the manor is listed individually under the B&B room with photos of that room and mentions a written description of each room. The guest booked a room at the Blackinton Manor online on their own and they stayed in the room that they booked. 

  We have had several guests stay at the manor during the pre renovation stage and have not received any other complaints about booking confusion. 

   

  Customer response

  10/29/2024

   
  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,
  
  ******* ******

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