Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Tuesday, August 20, 2024, at 12:57 pm PST, I called The Mansion at ************* to confirm their advertised amenities of an outdoor pool and bar would be open for guest use that Saturday, August 24th, prior to booking.On August 22nd, I booked this hotel through Expedia for $359.37 after viewing the advertised amenities on their site included an outdoor pool, a spa, and an indoor pool.After booking, I requested early check-in from the hotel on the ******* website "to use the pool." They confirmed that would be fine. Neither the hotel nor Expedia told us the outdoor pool would be closed all Saturday day and night for wedding events, or that the indoor pool and spa were closed long-term for major construction---both which events the hotel management must have scheduled months in advance. Both of which closures we only found out about upon check-in, when we asked about pool towels. Front desk staff instead directed us to a public beach 10 minutes drive off-property.We then asked the front desk if we could purchase a drink from one of their three bars---this was 5pm on a summer Saturday. The management said all bars were closed for weddings---though the library, bar, and upstairs pub all stood empty of guests and events, with bars fully set up, and staff sitting around checking their phones.Front desk staff could have sold us a glass of wine, or handed us one of many untouched glasses of champagne abandoned at a prior wedding event, but they did not.On checkout we explained our disappointment with unavailable facilities, and front desk staff basically said "too bad." They said it's the owner's policy.******* and we tried multiple days to contact the owner, who hid from our calls. ******* refused to credit us, though they had taken our money, since they "couldn't reach the owner." I would never have booked this hotel if Id known all wed get was essentially a motel room, with no available facilities as advertised. Its false advertising.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The building is not well maintained at all. Leaking ceilings made floors a death trap for my currently disabled husband. Carpeting reeked of mold. Chipped tiles! No amenities available as advertised! Upon complaint and request for a refund to General manager about not having TV nor internet of any kind, and the hazardous hallways due to pouring leak, she said that she will not process a refund nor discount the room! She was yelling and saying , thats not how we do things here! Horrible hotel and needs to be reported to the department of health!

  Business response

  08/08/2024

  Good afternoon, 
  My name is *******************************, and I am the ************ Manager at The Mansion at *************. I am sending you this email to explain what happened with our guest who stayed in room *** last night. 
  This morning, ****************************************, came to the front desk to check out, while I was helping her out, she told me that she didn't have no TV in her room (***), which I questioned her "What do you mean no TV",she answered me that there was no cable box, then I explained to her that we have apple TV''s only, and she needed to stream everything from her phone in order to use the *** then she said, well the room was dirty, and I said "Did you called the front desk", she mentioned to me that she was moved from *** to *** right after because of that.Then, she mentioned to me how in the hallway was a leak, and I said because of the heavy rain.
   
  I apologized to her and she told me  that I needed to COMP her room, and give her the full amount  back. Then, I said I am sorry but I need to investigate more about what happened with the agent before I give you some type of discount. Her answer was "No Discount, you are giving me the full amount back or I am going to give you a bad review", then she started raising her voice asking me to speak to a Manager, I I said I am the Manager and you are NOT going to threat me about you giving us a bad review, that's not how we do things here. Then she started screaming saying that she hated the place and some nonsense. My answer was Have a great Day  and she left.
  Her husband was outside listening and he didn't say a word.
   She was very rude and she was just threatening me about her giving us a bad review, unless I give her the FULL amount back,which I didn't agree with.
  ******, the engineer was there, ******* the ******* and they witnessed everything.
   
  I am sorry, but she was just very rude.
  If you need anything else from me please feel free to contact me. 
   
  Best regards,
   
  ******************************* ***** **** ******* *** ******* ** *************

  
  

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The now front end manager completely Lied in her response. She stated that she would not give a discount nor refund monies fully after I informed her that there was no WiFi nor cable of any kind. Too, no amenities advertised were available.
  

  I then stated to this manager that instead of given this establishment a bad rating Id rather discuss things further with the General Manager. This is when this very disrespectful rude front manager began to yell at me! Stating dont threaten me with a bad review, go right ahead and write it! I then raised stated very well then and I am writing a review for your nasty attitude and how dare you! 
  

  Additionally, as she lied about being the ** she lied about anyone else being present. My husband, whom I assisted to the car was in still in our vehicle. This horrible person is an absolute liar and should not be in hospitality service at all.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attended a wedding in October. I checked my Burberry raincoat ($2000) and my sister in laws rain jacket with the coat check attendant and received two tickets . When we went to retrieve the coats mine was missing. I contacted management as directed and they said that they would review their cameras. It is still missing over a month later and they don't seem to care. They have not responded for updates and suggest that I file a police report. This is unacceptable. I entrusted my jacket to their employee. It is now missing and no mine seems to care or offer reimbursement

  Customer response

  12/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Glen Cove Mansion Hotel & Conference Center regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hosted my husband 50th birthday celebration at the Glen Cove Mansion. On Friday, February 3, 2023. After a year of planning this event, and spending over ****** at The Glen Cove Mansion. On one of the coldest night of the year, my guest had to sit in a cold room for four hours as we embrassed cold air coming throughout the room all night. After making several complaints to the staff. The issue was not resolved. This forced my guest to have to sit in the cold with their coats on, This made my guest very uncomfortable, and caused half of them to leave early after traveling from other states to be with us. I was very embarrassed, disappointed, and saddened that my guest did not have a better experience. I received an enormous amount of complaints that night, and still receiving calls from family and friends that were very upset of how they were treated that evening. I don't feel that I got my monies worth, and I am requesting a full refund. It was the Mansion resposiblity to make sure that my guest and I was in a well heated environment, and they failed to do so because of this i am very dissatisfied with the service i was provided.

  Customer response

  03/06/2023

  At this time, I have been contacted directly by Glen Cove Mansion Hotel & Conference Center regarding complaint ID ********, however my complaint has NOT been resolved because:

  The Mansion at ************* refuse to issue me a full refund.  In the response to my complaint they said they will not issue me a full refund.  ]

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

   Hi ********,
  
  
  Ive asked for a call back to discuss this matter.  The information you gave me in regards to not giving me a full refund is false and inaccurate. 
  
  
  As you stated: 
  the heat was on at 75 degrees at all times, they also added an extra heat in the ballroom and the curtains were closed to prevent any kind of draft.  
  
  
  We were told that the heat was at 80 degrees. Several people complained that night to **** and others.  Someone is lying either it was at 75 or 80 which one is it.. so you all lied to us.  
  
  
  Also, you stated the curtains were pulled closed and that to was a lie and false..As you can see in the photos the curtains were not fully closed. 
  
  
  Your information is not true, and once again Im asking for a refund.  
  
  
  As you can see in pictures attached curtains not fully closed. Curtains sheer with Air coming and blowing through the windows all night. 
  
  
  We did not have any additional heating provided for us. That is a lie. 
  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

*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. ↩