Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On November 19, 2024, I went online and made a reservation at The Anchorage Inn *************) through ******* which the hotel website directed me to. I made the reservation for ***** ******* for 2 adults with a king sized bed for Saturday, December 7, 2024. My credit card was charged $96.56 and I was advised that as long as I cancelled by December 6, 2024 @ 3:00 p.m. I would get a refund. The order# at the hotel was: *********. I cancelled this reservation by contacting this hotel on December 6th prior to 3:00 p.m. My credit card was never credited back the $96.56. The hotel says simply that I did not cancel the reservation and I absolutely did and have the proof of that call on my phone.

  Business response

  01/24/2025

  We are extremely sorry for the inconvenience, BUT, our records show that, you did not cancel this reservation under free cancellation window period, & hence we are unable to refund.

  This is a policy, 99.9% of hotels in the nation follow, same as airlines globally, it is extremely important to follow the windows for free cancellation.

  We are a small business, if rooms not cancelled during free window, hurts our revenue stream & hence our survival.

  Customer response

  01/24/2025

  I have heard nothing from the business, whatsoever. As I indicated in my original complaint to you, they flat-out refused to refund my payment even though I cancelled my reservation by the deadline they had given me,  and I have proof of that call to them from me, on my phone.

  ***

  I am not satisfied. They think I'll just go away, but that is not my intention. That is called THEFT!

  Customer response

  01/30/2025

  My reservation at The Anchorage Inn was for December 7th. I was told that if I cancelled by December 6th at 3:00 p.m. my money would be refunded. I have proof on my cellphone of a phone call to them at ************ on December 6th @ 1:59 p.m. A refund is due to me. 

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

  Business response

  01/30/2025

  WE APOLOGIZE BUT, OVER THE PHONE CALL, WE MUST HAVE INFORMED YOU ABOUT THE SAME POLICY, THAT WE WOULD NOT BE ABLE TO REFUND OUTSIDE THE FREE CANCELLATION WINDOW.

  Customer response

  02/05/2025

  IT WAS NOT NOT NOT OUTSIDE THE CANCELLATION WINDOW!!!  I do not understand you continuously repeating the same exact thing over and over. I had until December 6th by 3:00 to cancel. I have proof that I called you on December 6th @ 2:00!!!  I have proof of that, and honestly, my next step will be to file a small claim against you seeking my fair reimbursement along with court costs.  You mistakenly think that I am going to go away and that is not going to happen. 

   

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

  Business response

  02/10/2025

  We are unable to refund any room rent if not cancelled during free cancellation window. 

  thats the policy & we have to abide by the same as we actually cannot survive as a business if we dont have this policy 

  Customer response

  02/11/2025

   
  Complaint: 22804531
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 

  This business has very simply stolen my money.  I followed the cancellation policy exactly as I was instructed, I have the proof on my phone of me calling the business in a timely manner on the day instructed, and no matter how many times they repeatedly indicate I did not, I have proof that I did!!!
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed here for 1.5 weeks while I was facing homelessness and was taken advantage of & given poor service. When I first came it was ********** told them this but was still given a 2 bed room. I paid at first for 3 nights because I wasnt sure where I was going. That ended up costing me $550ish including the *************** Most of which I paid cash but was short on cash so I ended up paying the remainder & the security on my CashApp card. I then added onto my stay another week because it would be cheaper for $756 including tax. Throughout the week I had multiple issues such as my toilet not flushing, miscellaneous stains that couldnt be cleaned when requested to do so & given an attitude by cleaning staff when asked to have my room turned down so for most of my entire stay I tended to my own sweeping & tidying. I left the towels outside one night to have them collected and the lady banged on my door and threw them back at me. Every time I requested toilet paper it was too late. I invited a guest and they told me Id have to pay more despite already paying for a 2 bed room. My friends stayed through the weekend and when attempting to utilize the pool together were told theres a $10 pool fee per guest. This was my first and only time utilizing the pool my entire stay. Unfortunately my friend had a mental health episode and was asked to leave which I told them I completely understand and apologize for. I was not anticipating that happening but it resulting in a hole that had been spackled over on the bathroom door to crack as well as the towels Id had dirtied so she told me that would cost me my security deposit which I agreed. I left before my check out at 11am the following Tuesday and when I got to my destination I noticed I had another charge from the hotel. I called them to notify them of this and was told they would check the numbers and call me back but have yet to do so. I already paid a security deposit upon arrival. Its not ok to take another

  Business response

  08/09/2024

  We gave her a weekly deal because she mentioned she was facing homelessness and we wanted to help her. 
  Prices for the week :  Sunday-Thursday=$109+tax ; Friday=$199+tax; Saturday = $229+tax
  Total = $973 +tax = $1063
  She was made aware of the fact that this price is only for her stay and she is to not have anyone else stay with her. If she had any visitor, she was to pay $25/visitor. One day passes by, and she has two friends(also a couple) visit her from her previous shelter. First they were just visitors but by the end of the day, they were planning to stay without informing the office and hence violating the rule. When asked to pay the visiting fee, ******* mentioned that her friends were here looking for a job and once they get the job, they would be able to pay the extra fee. So we tried adding their stay in the weekly deal. Normally it would have cost her $25*7=$175/person extra over the weekly deal but in order to help them, we asked them to pay $200 for 2 extra people over the weekly deal to which they agreed and requested for some time to get the money and we agreed. When asked by the housekeeper for any service ******* would say no. Most of the time she had DND on the door. Four days after her friends started staying with her, the girl started shouting and the next door guests seemed extremely furious and irritated, they called the front desk multiple times requesting someone who could deal with this delinquent behavior. The girl started misbehaving and also had lifted her top in front of some very decent construction workers.
  

  DAMAGES: We had a total of 4 fitted sheets, 4 flat sheets, 2 comforters and numerous towels all ruined with blood stains(which we had to throw away to avoid any possible infections) and a big fist hole on the bathroom door(which we had to get replaced). 
  When ******* checked in, she agreed to be liable for any cost of incidentals and damages(see receipt, last line).

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a reservation through *******. Non refundable. Reservation dates 8/4&5/23. First room was dirty. Dirt on floors, hair in drain, stain on bedding. I complained to desk, given another room that was dirty. Dirt on floors and under TV, stain on comforter. Called desk again and asked to sweep the room. Left and did not stay. Complained to ******* but the could not help. I called several times, no return call. Finally reached the manager on 8/7. He says they cannot refund anything. He would not give me contact info for his supervisor. He says they would have offered to clean the room which they did not do. He kept saying that is the policy but that is not what was offered. They only said the rooms are entered from the outside so that’s why there was dirt on the floor. At no time did anyone offer to change the bedding or clean the room. I was charged almost 500$ and she did not stay there. Also of note there was no actual front desk as there is construction and there was just a number to call. No one actually came to assist. I am hoping you can help. Thank you

  Business response

  08/19/2023

  Hello 

  This reply is in regards to **** ***** who booked the room through ******* group. Upon Checking in, the guest was not satisfied with the room. where she found some dirt on the floor & when she brought this to the front desk's attention, the front desk attendant right away offered her a different room. She also found issues with other room that was offered, the issues were fixable to the fullest satisfaction of guest in a matter of 5 minutes & hence, our front desk offered her to clean the floor again, or any other issues would be solved in 5 minutes other than dirt on floor, the guest denied & asked for a refund. 

  In such a case, normally we offer to fix the issue right away, we have thousands of happy & returning guests for the same reason, we do believe & adhere to our policy of remaining a good corporate citizen, to satisfy at our best ability to our guests, we try our best.  

  We informed **** **** that, she has reserved through ******* group & last minute cancellation would not be subject to a refund, for a refund, the guest have to cancel at least 24 hours prior to 3:00PM check in time. Our front desk assured her that, she will be fully satisfied with the room if she could give us the chance to fix the issues. The guest did not wanted to do so & hence asked for a full refund, the reservation did not qualify for a refund. [ For example: If a room has an issue, which is not fixable in a matter of few minutes, like, plumbing issue, or no hot water, or anything that would take more hours to fix, we would absolutely refund the total amount to the guest] In this case, the guest was aware & again made aware about this policy that she will not get any refund, even after bringing this to her notice, she choose to not to stay.

  We are a small business, we strive to satisfy our guests, our rooms are cleaned by trained housekeepers, but in some cases, due to a human error, or due to any other reason like the property being an exterior corridor property, if the little dirt is unnoticed on the floor during the process of cleaning the room, we fix issues right away.

  We have copy of the reservation as well as signed folio by the guest, if requested, we can upload the same. I will also try to see if our front desk has saved any pictures of the room so that we can upload as well if found.

  Please feel free to get in touch with me any time if any further assistance is required.

  JJ P****,

  Manager, Anchorage INN of Rochester, NH.

   

  Customer response

  08/21/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because 
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because there was not only dirt on the floor, but hair in the shower and stains on the bed spreads of both rooms. Red makeup on the first bedspread and a dog stain on the second. This was not something that could be fixed in a matter of 5 minutes as the whole area would need to be turned over again. I completely respect that they are a small business and were clearly doing some big renovations. I would be happy to accept a refund for the second night (Saturday night), seeing as that was 24hrs notice and a refund of the $50 total pet fee for both nights as my emotional support animal (documented ESA) was never farther than the doorway into the first room therefore needed no extra attention. Please note, the website for Anchorage Inn also lists the pet fee as $20 per night not $25 and they may want to update that for future guests.
  
  Sincerely,
  
  **** ****
  
  Sincerely,
  
  **** ****

  Business response

  09/05/2023

  Hello,

   

  I sincerely apologize to **** **** & BBB officials for any inconvenience, i regretfully have to inform that, we will not be able to refund anything out of the discussed reservation as per the ******* group policy. Also, the management was not able to make an exception in this case. As the guest was made aware about this financial consequences & after that the guest chose not to stay, even after offering to fix the issues. The guest also hurt our image by writing not so truthful reviews on multiple platforms.

*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. ↩