Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel for New Year's Eve night. We checked in at 7-8 and out at 1030. This included time at the pool and ordering pizza and wings. Still had 3 complaints from the lady downstairs. We were even told that it probably wasn't us yet we were still blamed each and every time with the statement "we understand that you have a small child" Ok, so your pretty sure it's not us. He's quiet everytime you come up. We were there maybe 3 hours. Hour at the pool and ate dinner. Mind you he was the quietest he's ever been. On the 3rd complaint we were all actually on the bed under the covers because he likes blanket forts. And he had his tablet watching cartoons. But why not blame the people with the kids. Apparently the woman said it was so unbearable she was about to check out. We weren't doing anything. Also you didn't want her to check up so you harassed us until we did and didn't care about that. It was supposed to be a nice staycation for New Year so my 3 year old could swim in the indoor pool and it was awful to the point I was bawling. Here we are at home, 2am. My son wakes up crying in pain for hours!! Saying my eye my eye. Screaming so bad I took him to the ER. He has pink eye. Now he stays at home with me. Coincidentally we just stayed somewhere. Doctor figured he got it from the pool. So we just got harassed, paid double for a holiday, left early and my child got a painful bacterial infection. I contacted *********** whom contacted the hotel and on January 5 I received an email saying I would get a full refund. Since I have responded to that chat 4 times asking for my refund. No answer from either property. I finally called *********** yesterday for an update. They called the hotel who's manager was supposedly out until Wednesday. No answer from either today. I called the hotel a few times. Rings and hangs up. I am more than frustrated with both companies. All over a refund of $151.44 when I should be screaming at the pink eye issue also!!!!

  Business response

  01/19/2024

  Hello, We iniated the refund on 1/5/2024. On our end the fund have already left our account back to ***********. Due to the payment being by virtual card, *********** now has to take the next step and return the funds on their end back to the customer. I have provided the folio that shows when we refunded the customer back the funds. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have booked country inn and suites in Niagara falls, NY. I have my family with me. Drove for 15 hours from Minnesota. After reaching here, our room were not available and waited for 2-3 hours for our rooms. Check in time was 4 pm and rooms were not ready until 6-7 pm. State was really rude and unhelpful, they had no answers for us. They left the counter so that they don't have to respond to the people. This was really disappointing and frustrating. They would not give us an extra minutes for check out time but ok with people waiting for 3 hours to check in. Highly disappointed and would never come back here again.

  Business response

  07/10/2023

  Thank you for bringing this issue to our attention. We will be investigate the situation as we were not aware that this happened and was not brought to managements attention during your stay or upon checking out of our facility. It also has been quite a few months since I see that your stay was with us and we have not received any notification until now about your dissatisfaction. We will see what we are capable of doing at this time for you. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stayed at hotel 1/21-/12/23 & my bank acct was charged 6 times. Out of those 6 charges, 2 charges for $106.20 deposit are to be refunded back in my acct in the next few days but the extra two transaction's that have cleared my acct for $100 (each -$200) should have never been charged. Now my account is in a negative status & comfort in can pay any nsf accrued because of this. Also want my $200 returned asap While we wait for deposit to be returned as well. I only had 2 rooms for one night.

  Business response

  03/03/2023

  Good morning, I see in our banking there was an electronic error. On our ****** system it does not show these additional charges on the folios for the rooms. I have attached copies of the receipts which reflect the correct room charge per room $107.16 and the required deposit of $100. The refund is shown on the receipt as well that it was refunded on the day of check out, it takes anywhere from 3-5 business days to reflect back to the account with most banks. Some online banks it can take additional time depending on their processing times. The error charges were also voided which take the same amount of time as a refund does so it should have been back to your account. We no longer are holding those funds on our end from the day of check out. Unfortunately, the bank may still be holding it on their side still going through their process. I have attached a screenshot of our account with the charges, voids and refunds to show that we only charged the one night stay for each room  and are no longer holding any additional funds. I apologize for any inconvenience that this has caused for you. This is not something that regularly happens. 

  Customer response

  03/06/2023

  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.   Regards,  ******** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Comfort Inn & Suites Niagara Falls Blvd Usa for 8 nights 2/12 - 2/20. I originally booked my reservation for 6 nights and extended it for 2 more nights before the trouble occurred. The trouble is as follows: On the 7th night there were people running up and down the hallway all day and all night, banging on the walls, and they didn't stop at 10:00 pm (the so called quiet time). On the 8th night the noise got worse. I tried to inform Theresa, the night staff about the issue. She brushed the whole situation off, she didn't care at all about my complaints, and didn't do anything to solve it. I did talk to the manager at this hotel at check out about the situation. She did not ask what I wanted as a compensation, she decided to refund me a minimal refund of 51.31 off of a bill that is 256.42. This is not acceptable and I didn't want to argue with the manager. I want at least 1 night refunded as I work on the computer and couldn't do much work because of the excessive noise continuing from sun up to sun down well into the next morning. I also couldn't get sleep. When the receptionist Amanda asked me how my stay was at check out she already knew there was a problem with the noise because before I opened my mouth she said, it was loud. I said yes. She is the one that recommended I speak to the manager but I didn't want to because I knew they would not be fair with compensation due to bias. Although the manager did apologize, this is about doing the right thing.

  Business response

  03/17/2022

  To whom it may concern,

  We did address the issue when the noise complaint came in. We had a hockey team that weekend for two nights and the complaint was delivered to us on their second night. We had given her a discount for the last night due to the complaints and asked if it was sufficient for the guest. The hockey team were gone most of the day due to tournaments so they were not in the hotel for most of their stay. But we are willing to give the customer the remainder of the last night back and had we known she was not happy with the end result we would have given a more satisfactory discount. We always want to strive to make our customers happy before they leave us!

  Customer response

  03/17/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want a refund for both nights totaling 256.42 minus 51.31 already refunded. There was significant noise ie banging, slamming, yelling, and running in the hallway and this occurred morning, noon, and night on both nights 2/18 and 2/19. There was also significant noise on the day I was leaving on 2/20. I didn't get sleep or any work done.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  Regards,
  
  
  ******** *******
  
  
  
  
  

*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. ↩