Complaints

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I checked into my hotel at 2am Friday morning, and had the hotel booked for February 8th-11th. I woke up to a bunch of bites on my arm and one on my cheek. Upon further investigating what this was from, I looked under the bed sheet on the mattress and they have an infestation of bed bugs! We asked to speak to a manager and they said after 11am She will be there. Finally at 2pm nobody was there so I called Expedia and let them know. Expedia contacted them and The property would not give a refund except a 57$ credit to my account. The manager claimed they looked at the room and couldnt find any. I submitted pics of my bites and bed bugs on the bed and bathroom floor. Im so disgusted and disappointed and out of 170$ I spent on 3 nights! The property refused to issue a refund. I will NEVER stay here and do NOT recommend it to anybody! I sent pictures but they still claim none was found! The reviews of ****** ******* by ******* formerly Southern Oaks inn on ****** and many other review sites shows bedbugs as the biggest issue. I want my money back and I DO NOT want anyone else suffering with bite marks that I cant have others see due to my job! I now have pain and suffering and potential diseases I have to look out for with my bites! 6 bites in total!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  12/27/2023 was charged by Southern Oaks Inn, Branson MO for 3 rooms for 3 nights. Next morning bedbugs, hypodermic needle and roach found in rooms. I was refunded all 3 charges of $277.00 for each room by ******** at front desk on 12/28/2023 and left hotel. See attached letter. Two days later I was charged $157.00 for room 107 and charged $227.00 for room 109. I want these two unauthorized charges refunded. I talked to Asst. Mgr. ****** on Jan 1, 2024 he said maybe our bank did this. Give me a call back in 10 days. Please see attached report.

  Customer response

  03/02/2024

  I think you should know that the day I checked into SOUTHERN OAKS INN the desk clerk ****** made the comment that the first of the year they were going to close and remodel and said they will reopen under a new name. Then just laughed about it. I definitely got scammed and probably will never return to Branson. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a hotel room from Expedia, which went to the hotel's website. The website showed a beautiful, well kept newer looking building with very nice rooms, dining area and and indoor and outdoor pool. I was very excited to take my parents and child down to Branson for the night. Once I arrived at the hotel to check in I walked into the building that showed on the website and checked in at the front desk. Once everything was finalized they said they would show me to my room, they directed me to go outside and look across the parking lot to another building (an older motel) and told me which one was my room. I was very confused as this building was very worn down, with trash in the parking lot and had a group of men half dressed seeming to be on drugs right by the room I was staying at. I gave them the benefit of the doubt and proceeding to go to the room. As I arrived it had a horrible stagnant smell and flies were everywhere, the headboard was broken, the door barely locked and the whole atmosphere was not to my liking. There was no pool in this building inside or outside, I was told i had access to the pools but it would require me to walk across the parking lot and down a ways before gaining access. This was not ideal since I have a 2 year old child and my mother walks with a cane. I called expedia and spent most of the night on the phone with them as they talked to the management. I eventually decided this was not going to work and I checked out of the hotel. The management was NO help and refused to give me any sort of money back, all they said is they could put me in another room for half the price. At this point I just wanted to return home and forget this whole trip happened. I was shocked at how rude and how little the management was considering I was basically scammed into getting a room and building that I would have never considered staying at.

  Business response

  08/22/2023

  Dear *****************,
  I hope this letter finds you well. I would like to extend our sincerest apologies for the disappointing experience you encountered during your recent stay at our hotel. Your feedback is of utmost importance to us, and we genuinely regret that your visit did not meet your expectations.
  First and foremost, please accept our apologies for any confusion regarding the room you were assigned to. We understand that the room and building you were directed to were not in line with the images and information displayed on our website. We sincerely apologize for the discrepancy and any frustration it may have caused you and your family.
  Additionally, we deeply regret the inconveniences you faced with the condition of the room, the surrounding area, and the accessibility of the amenities. Your description of the environment is not indicative of the standard we aim to maintain for our guests, and we understand the distress this situation may have caused, especially given the circumstances of your traveling party.
  It is truly disappointing to hear that our management team did not provide the level of assistance and understanding that we expect from our staff. We take your feedback seriously, and we are committed to addressing the issues you raised to ensure they are not repeated in the future.
  In light of your experience, we are taking the following steps to rectify the situation:
  We have updated our online photos to have the must up to date information and have full transparency on our rooms.
  We will be retraining our staff on guest service and effective communication to prevent situations like this from occurring again.
  We will implement enhanced procedures to ensure that guests with specific accessibility needs are accommodated appropriately.
  Regarding the financial aspect, we would like to offer a full refund for the amount you paid for your stay. Please allow ***** business days for the refund to be processed through the original method of payment used during booking. You booked via a third party and we have already started the refund process.
  Once again, we are truly sorry for the negative experience you had at our hotel. We value your feedback as it helps us improve our services and facilities. Should you consider staying with us again in the future, we would be more than happy to provide you with a genuine representation of our accommodations and amenities.
  Please feel free to contact me directly at ************************************************************* if you have any further questions or concerns. We appreciate your understanding and hope to have the opportunity to regain your trust in the future.
  Sincerely,
  ***********************

  Customer response

  08/22/2023

  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

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a hotel room thru ********* for a 2 night stay resulting in a price of $122.28(including tax) for nights 9/23-25/2022. I then booked an additional room for my daughter for for a one night stay on 9/24-25/2022 for the price of $70.85(including tax). When I checked in for the additional room 9/24 they said there was $50.00 deposit tacked on for incidentals to be returned at check out. On the morning of 9/25 I checked us out of both rooms and asked when the deposit would be returned, the lady said as soon as I check you out of the system. So far my account has been charged 3 times. $52.64, $118.58 and $66.16. Well over the rates I agreed to. No money has been returned. Nothing matches. This blatant fraud and a poor reflection on your town’s wholesome family experience.

  Business response

  10/10/2022

  This guest has a valid claim - we researched after receiving complaint and they were in fact charged 52.64 more than they should have been. We have reversed the charges and 

  I will also issue a 25% discount off room charges so will receive that back as well. We apologize we have a new PMS System and it is not working with merchant services properly. But again I apologize.

   

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

*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. ↩