Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a two bedroom suite for my birthday trip to *****. The room was supposed to be for me my mom and my boyfriend to enjoy ourselves but turned out to be a complete nightmare. Upon arriving we were told by front desk that this company tends to not pay the hotel to clean therefore they can not assist me if the room is dirty. I didnt think much of it because he was just letting us know just in case and i was hoping everything was fine. We get to the room and its not one room but TWO which i was asked to pay incidentals for two rooms when i only booked one totalling to a $800 hold. The room is completely disgusting/dirty and unpresentable. Once i reported it to the company i booked with and also the stripviewsuites nothing was done to rectify the situation instead they continue to have me sleep in nasty unpresentable rooms for MY BIRTHDAY and give me the runaround. Im completely disgusted i cant get ahold of management and i just want a refund and to leave this horric establishment. I have plenty of pictures and proof but its too much to upload and wont let me. I would like a refund and honestly something for the inconvenience because i expected to enjoy my vacation for my bday and i dont get much time off work and im not rich so i cant go out of town often so for this to be my experience when i finally do its been a waste of my time an money all around. I havent been able to enjoy one minute of this trip.

  Business response

  10/30/2024

  1.) Our Two-Bedrooms are two completely separate rooms conjoined by double door in the hallway and a small foyer that can be used to achieve full privacy. This is advertised in all our platforms.

  2.) ************ services are not included but available between 11am to 4pm for an additional charge. Amenities are complimentary except for linens and towels. This is advertised.
  
  3.) Security deposits are advertised on all our platforms. It is $100 per night per room.

  4.) The guest only sent pictures of the room. Though we did not find anything wrong, as a courtesy, we sent this to housekeeping for assistance and complimentary room cleaning.

  Customer response

  10/30/2024

  No where here does it state anything about a deposit or the room being two seperate rooms. Please do not insult my intelligence and respect that you guys are wrong. This is not the trip we or anybody else would have imagined. If it was nothing wrong the hotel would not have taken 3-4 hours cleaning. Its still broken items here like the broken canvas, the tv is not functional, and the wifi does not work. How is this resolved??? And since when did having a clean hotel/suite ready for the guest that paid is a courtesy? This should have already been done and i wouldnt need to call or reach out to yall. This is inconsiderate and a complete inconvenience. I have plenty of photos to back up my claims.

  Customer response

  11/08/2024

  They lied saying they are issuing me a full refund just to tell me today its only a refund of $228. *** this that? I was inconvenienced my whole Trip and spent most of it sitting in a room arguing with them about a clean room. Not to mention i had to sleep in dirty a** rooms for 3 days with no wifi access or access to the tv because it was a smart tv and couldnt connect to their wifi. They sent guys to look at the tv and they even said it was no way we would have access to the tv! Do not ever book with this company! I will be sueing them! 

  Business response

  11/25/2024

  Dear Shawncyia Rice,

  
  Thank you for reaching out to share your experience. We sincerely apologize for the situation you encountered during your stay, especially on such a special occasion as your birthday. We understand how disappointing it must have been to face these issues during your trip.
  After reviewing your case, we have issued a full refund for your booking. We deeply regret that we were unable to provide the experience you expected and deserve, and we truly appreciate your feedback, as it helps us improve our services.
  Again, we are very sorry for the inconvenience and frustration this caused you. If you have any further questions or need assistance, please dont hesitate to reach out.

  
  Kind regards,
  StripViewSuites

  Customer response

  12/05/2024

  This company is the biggest scam in *******. They promised a full refund and i have yet to see it, if you sent a refund 11/11/24 it should have been here by now. The bank shows no refund and neither does the third party vendor i booked through!! Looks like i need to get my lawyer involved and start the process of suing which seems like Ill get a more fatter refund 

  Business response

  12/05/2024

  Good Morning, 

  The refund has been issues on our end. Now because what we have on file is a Virtual Credit Card provided by ******* we have made a request to ******* to process the refund they confirmed that partial refund was issued Nov 1st,2024 and the remainder of the total was processed Dec 5th, 2024. ******* confirmed that the refund may take 7-10 days depending on your financial institution. ******* also informed us that you booked with a travel agent ************************* I called and spoke with ***** she said that a refund was issued as of Nov 22nd, for $870.81 and that you received an email confirmation detailing the cancellation and refund information. 

   

  Thank you

  StripViewSuites

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stripviewsuites room at Jockeys through booking.com for 07/18/2024 - 07/22/2024. Due to the crowdstrike worldwide outage, our flight in the evening of 07/18/2024 was delayed and then eventually cancelled on 07/19/2024. We attempted to rebook for a 07/19/2024 flight that was also cancelled same day. The airline then confirmed that there will be no flights going out of our city and no estimated resolution timeframe. We had no way of getting to ********* as no other airline was flying either. This is a worldwide outage and is well known. Due to this, we had no way to get to *********. I attempted to plea with stripviewsuites for an exception for a refund; however, this was met with a cold response to contact booking. Booking.com attempted to ask for an exception and that was also denied. Stripviewsuites is unethical and only care about money. Everyone is well aware of the outage. If we could get there, we would've! This was out of our control and stripviewsuites was only concern about getting their money. My sister booked another room through Jockeys through booking.com for same timeframe and they gladly gave her a full refund even though it was also a non-refundable booking. At least the hotel itself was understanding. My total was $1587. That is a huge loss for us. I am requesting for full refund.

  Business response

  07/22/2024

  Hello,
  
  According to our records, the guest mentioned their arrival time as July 19. Booking.com did not contact us until today, the checkout date, at 7:19 AM.
  
  If they had reached out sooner, we could have assisted the guest and made arrangements to alter their reservation. Unfortunately, Booking.com customer service did not do so in a timely manner.
  
  However, all fees were waived and refunded to the guest due to this circumstance.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 1/3/24 I booked sun Airbnb with this host. The room we stayed in was infested with roaches. Their communication in this issue was very lackluster. They had pest control come on after I made them aware on day one. Multiple roaches were found in the aftermath of this as well. I was offered to change rooms on my last day but only after check in time 3pm which was unacceptable. They also stopped responding to my communications completely when I decided to go stay elsewhere. They also dont want to refund any of my money. The total for my transaction was roughly $462. My confirmation code is HMWHYPWS55. Airbnb support left the matter in the hands of the host.

  Business response

  02/08/2024

  To Whom It May ********************** be informed that the guest sent pictures of a single cockroach. We sent Pest control the following day as agreed upon by the company and the guest. He informed us that everything had to be done by 4pm. Pest control treated the room and finished by 2:50pm. Housekeeping arrived at 3pm to clean the room but the guest only took towels and refused cleaning services. After check out, he provided the same picture of that now deceased, cockroach shown in image 2966. We have assisted and responded to the guest in a timely manner. We were only not able to remove the deceased cockroach as he refused cleaning services after pest control had been scheduled.
  
  Please let us know if you have any questions or concerns.

   

  Warm Regards,
  *********;

  Customer response

  02/09/2024

   
  Complaint: 21111533
  
  I am rejecting this response because:

  The vendor is lying. Their response is not accurate and false. When I contacted them on the night of the 1st discovery, I was told the matter would be handled in the AM of the following morning. There were no updates about time of arrival for pest control the following morning. I had to reach out several times to get an accurate ETA. The only reason that I requested that pest control arrive before 4pm is because I was on vacation and tired of waiting for arrival which did not occur until late afternoon. Secondly, the cleaning crew/housekeeping arrived prior to pest control. The room was already clean and therefore it was nothing to clean. They also did not speak English.  In addition to, I sent several pictures of cockroaches found in the room. Each time I found one I killed it and discarded it. Each time I also sent photos of the discovery. Had there only been one, there would have been no need to continue contacting after the pest control treatment. Two more were found on the following days after the treatment. I wouldve liked to include all communications and correspondences that I had with this vendor but I have to many images to attach.I communicated via phone text, phone calls, and AirBnB message system. My communication/correspondences directly show that what the vendor is indicating is blatantly false. Many of my messages would go unanswered for hours as they had multiple personnel responding. As they were unwilling to respond and resolve the matter efficiently, I directed them to stop contacting me after I had checked out to find another accommodation for my last night of vacation. Im baffled that this vendor is indicating that on all three discoveries, that it was the same cockroach. Its a shame that they dont understand that they had an infestation. I would have rather been enjoying my much needed vacation time than to deal with this nonsense.
  
  Sincerely,
  
  *************************

  Business response

  02/26/2024

  
  To Whom It May ***************** hope this message finds you well.
  
  We wish to bring to your attention the recent occurrence reported by a guest regarding the presence of a single cockroach in their accommodation. Upon receiving notification, we promptly engaged our pest control services, as per our agreement with both the guest and our company standards. The treatment was scheduled and executed on the following day, with completion well within the stipulated timeframe of 4pm.
  
  Subsequently, our housekeeping team was scheduled to attend to the room promptly at 3pm for a thorough cleaning. However, despite our efforts to address the situation comprehensively, the guest opted solely for the provision of towels and declined any cleaning services.
  
  Following the guest's departure, they provided us with the same image of the deceased *********, as previously shared. Regrettably, due to the guest's refusal of cleaning services subsequent to the pest control treatment, we were unable to remove the deceased insect.
  
  Please rest assured that we have endeavored to address the guest's concerns promptly and efficiently. However, certain limitations arose due to the guest's specific requests.
  
  Should you have any inquiries or require further clarification, please do not hesitate to reach out.
  
  Warm regards,
  
  ****

  Customer response

  02/27/2024

   
  Complaint: 21111533
  
  I am rejecting this response because:

  This company isnt being honest.

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked to stay on this place (********************) through Airbnb from 4/3 to 4/7 2023 everything was going fine until the night of 4/6 when me and my family went out for a show and dinner we came back around 9:30 PM so we can rest and check out early next morning, that when the problem started, none of our room keys were working so I went down to the front desk had to stand on line for like 40 minutes or so, told the front desk my keys are not working, they said that my reservation was already checked out so I show her my reservation dates and she said that I had to contact the host so I try calling them with no answer for a like an our front desk did try to call them as well in the mind time front desk is telling me that I can not be in the property and the only way I can get all of my staff out the room was by been escorted by a security guard my 11:20 PM and I was still not able to get an answer from this people I had to contact an Airbnb representative who help me with getting in contact with them, we got back into the room until 12:19 AM almost three hrs of frustration and confusion without knowing where we were going to spent the night I was calling hotels near by to look for a room just for the night unbelievable , I'm trying to get a one night worth of compensation due to the very poor comunication from the host to the Management of the place that caused the bad moment and bad night for all my family, honestly they have a very poor costumer service and no one to contact after hours like on this case, I already try talking to them to express my disagreement about this bad situation that they put us on and they are denying any kind of compensation, I would really appreciate it if you could help me with this matter. Thank You!!

  Business response

  05/08/2023

  My apologies for your experience. I will issue a refund of $100 for the inconvenience.  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with this company on Airbnb for a week stay which cost close to **** USD... I had a family emergency almost immediately after booking (less than 4 hours)... I immediately notified them...Their response was to contact Airbnb... which i did.. Airbnb said that I needed to request a full refund directly from them because their policy doesn't allow refunds but that they could easily approve it considering the circumstances. Otherwise I lose not only 50% of my booking but also the hundreds in fees they charge... Keep in mind this is literally 4 hours after booking and this company wants to take over $500 from me...I did exactly what airbnb states and put in a request for full refund and the company keeps saying "deal with airbnb we can't do refunds" which is an absolute lie... even according to airbnb and the active pending request in my chat with them that they refuse to do...When communicating with them they did not care at all... They disregard the fact that I have a family emergency and it was only 4 hours that passed... they have zero empathy or care to rectify it... negotiate... or anything. They are extremely predatory in their greedy business practices...I own numerous airbnb units and in all my years have never done this to someone within the first 24 hours of booking... It's unheard of... nevermind the first 4 hours with a person who had a family emergency..This company is unethical and essentially willing to openly rip you off. Airbnb is limited in what they can do directly but has reached out as well saying that taking 50% plus additional fees on a customer who cancelled within 4 hours due to serious reasons is absolutely extreme and unheard of...Again... zero empathy... zero care... zero willingness to make it right and they keep saying too bad...Please be aware when working with this company that they will rip you off given the opportunity... context, ethics, customer service... none of that is relevant to them...

  Business response

  09/14/2022

  Thank you for your email. Please be advised that the guest would want to cancel his reservation due to medical reasons. We did accommodate and advised to provide any kind of documentation /proof of an emergency that will qualify him for an extenuating circumstance policy. If not, then our Cancellation will stay in place.
  
  The guest accepted our policy when he booked the reservation. Therefore he is aware of this agreement. We do give consideration, if he was able to provide necessary proof that we are asking before which he failed to follow.
  
  I hope this clarifies our position, as we are doing everything we can to assist. However, each must take into account the policy that applies to each reservation transaction.
  
  Thank you,
  Nezra
  *****************

  Customer response

  09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have everything recorded and the above response is a complete lie...
  
  I had a positive covid test and tried to cancel within 4 hours if making the reservation... i was completely blown off and told to deal with Airbnb... Airbnb said they would negotiate with the host and that all the host had to do was accept my pending request for refund..
  
  The host refused and said they will not. Airbnb confirmed they will not and wouldn't even negotiate at all...
  
  The company will lie to your face as they are above... again everything is documented... more than happy to prove every single aspect of it..
  
  Read the countless horror stories from this company ripping people off...
  
  I cancelled and lost 800 usd of a 900 dollar booking... they even charged fees... despite me notifying them within 4 hours of booking...
  
  They are unbelievably unethical.

  Business response

  09/21/2022

  Please see attached documents from the business.
  
  See Attachment/File: Screenshot 2022-09-19 ******.png

  Business response

  09/21/2022

  As we stated in our last response we directed the guest to contact Airbnb so he wouldn't need to share sensitive information about his emergency with us. All we needed was for him to provide Airbnb with any proof of the emergency and Airbnb can classify it as an extenuating circumstance and disregard our cancellation policy and refund the guest. I have attached the conversation with Airbnb below where it clearly stated we asked Airbnb if the guest could provide any kind of documentation/proof of an emergency that will qualify him for an extenuating circumstance policy. Airbnb did not say that the guest provided any documentation. In the message thread with the guest(also attached below) he clearly states he disputed his Credit card, threatened us with sending a complaint with the BBB, and keeping his reservation just so he can post a negative review if we don't refund him, this is unacceptable and we consider it extortion.
  
  
  Airbnb Support message threat 8/29/2022
  Airbnb Support
  9:29 PM
  Hi *************** S.,
  
  Good day! How are you? This is ******, one of the Support Ambassadors here from Airbnb. First off, I hope that you and your family are well in these hard times.
  
  I am reaching out to you on behalf of your guest, *************************** with the reservation code HMQAWEC35X. The guest wishes to cancel the reservation due to medical reasons and the listing's Strict Cancellation Policy was applied. The guest is asking for a full refund or any kind of refund and we just need your confirmation if you're going to agree to it and it won't affect your Host status. The guest is hoping that you will reconsider the situation. As Host, you do have the power to override the policies in place and agree on the refund. But if you uphold the policies, Airbnb will also do so. With that being said, we were hoping that you are lenient towards the issue, and may consider the guest a refund. However, let me tell you as a Support Ambassador, that whatever decision you make will be upon your discretion.
  
  As a Support Ambassador, I take any Host's account into consideration before making a decision. Thanks, and surely can not wait to hear from you about this issue.
  
  Sincerely,
  ******
  Airbnb Support Ambassador
  
  ***************
  9:49 PM
  Hello ******,
  
  Thank you for reaching out to us and assisting with this reservation.
  Did the guest provide any kind of documentation/proof of an emergency that will qualify him for an extenuating circumstance policy? If not, then our Strict Cancelation will stay in place. If you read messages the guest mentioned leaving bed reviews on multiple platforms and contacting better business bureau in addition, he already disputed charges with his CC. The guest accepted our policy when he booked the reservation. I know Airbnb offers the option to have a fully refundable reservation for an additional fee, which looks like the guest did not purchase.
  We will not be able to offer a full refund for the cancellation if the guest does not fall under the extenuating circumstance policy.
  
  Thank you,
  *****
  
  
  Airbnb Support
  9:52 PM
  We totally respect your decision and inform your guest about it. All has been taken cared of. We're all set. Although we are facing a pandemic dilemma, we just want to make sure all of your queries were answered and resolved to your satisfaction. It is an honor and thank you as well for your feedback and I just want to make you smile at the end of the day. I will be closing this ticket now.
  
  Should you have further questions do not hesitate to call us back. We also have a *********** to serve you at www.airbnb.com/help
  
  You may refer to this link as well:
  https://www.airbnb.com/help/article/248/if-something-goes-wrong-during-your-stay
  
  https://www.airbnb.com/help/article/767/how-the-resolution-center-helps-you
  
  Thank you and stay safe always!
  
  Regards,
  ******
  Airbnb Support Ambassador
  
  
  Ilan Messages 8/27/2022 11:54 AM
  
  That's an idiotic and absurd answer ... it's ok... like i said i already disputed with my CC and am going on the better business bureau... and will be doing everything i can to make it known how you run your business
  
  Can i ask you a question... do you think refusing to refund a customer within four hours of booking is an ethical practice??? It's predatory...
  
  Anyway it's clear you guys don't care
  
  Congrats on ripping me off... What goes around comes around
  
  Our response 8/27/2022 12:09 PM
  
  Hello Ilan,
  
  Please be advised that we do not cancel reservations on our end that's why you really have to reach out to Airbnb so they can verify your reason why you may want to cancel and if this cancelation reason, falls into their extenuating circumstance policy, they may approve a refund for you but of course, no guarantee.
  
  As much as we wanted to cancel this on our end, we don't have a way to do it.
  
  Sincerely,
  Mae
  ***************
  
  
  Ilan
  8/29/2022 10:15 PM
  Hi i decided to keep the reservation
  
  I'd like to confirm it will still be available
  
  Since you refuse to cancel and will charge me 700 like disgusting human beings :)
  
  So please guarantee me the unit is available for me
  
  The reason being because i have no way to even get there now with covid
  
  But rather keep it and show on your reviews
  
  It's shocking tbh
  
  How ****** you guys are
  
  In terms of ethics
  
  Our response 8/30/2022 1:28 AM
  Hello Ilan,
  
  Your reservation remains as is. Check-In and Out dates arranged accordingly based on the availed nights you have reserved.
  
  Thank you,
  Nezra
  *****************

  Business response

  09/21/2022

  Please see attached documents from the business.
  See Attachment/File: Screenshot 2022-09-19 ******.png

  Business response

  09/21/2022

  Please see attached documents from the business.
  See Attachment/File: Screenshot 2022-09-19 ******.png

  Business response

  09/21/2022

  Please see attached documents from the business.
  See Attachment/File: Screenshot 2022-09-19 ******.png

  Business response

  09/21/2022

  Please see attached documents from the business.
  See Attachment/File: Screenshot 2022-09-19 ******.png

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I want to file a complaint with this hotel service due to the hotel being extremely unhygienic and filthy. The hotel has reviews of bedbugs and just the rooms being messy. They also don't inform guest that they can't get a refund even due to a personal emergency it wasn't even stated on the rental agreement. The hotel also doesn't answer the phone so you aren't able to cancel the reservation until it's too late.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/20) */ Contact Name and Title: Rhea-Supervisor Contact Phone: 702-703-1000 Contact Email: info@stripviewsuites.com To whom it may concern, Thank you for your email. Please be advised, this guest's reservation begins on 5/23. The guest inquired about cancellation, however, we have a strict cancellation policy that is stated in our website. In special cases, we do allow cancellation with valid documentation. The guest did not specify his reason to cancel as we had continuous communication with the guest via email. We understand that there are reviews from past guests both negative and positive. Our privately owned units are cleaned and inspected before every arrival. Housekeeping management would not allow a check in, if the unit has any issues.

*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. ↩