Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not as described. I had called months in advance asking for a room that would accommodate a bridal party. I got a new front desk person as they had to keep putting me on hold to ask for advice. I was told I would be booking a suite with a counter and bar stools, large enough for us to have the make up and hair stylists work. On check in my room wasn't much more then a double queen, nothing like we had discussed. I called the front desk and was told they would have the manager contact me when they got in, they never did. I was placed in a handi cap room, which also should not have happened. This was not as described and agreed to. I think the front desk assigned the wrong room type.

  Business response

  10/08/2024

  Mrs. Pratt,
  It appears your confirmation letter regarding your stay, which includes room details and a picture of your room, was emailed and opened on September 9th at 7:09pm (see attachment).  The confirmation letter also indicates that the accommodation is "Accessible" which includes a roll-in shower.  We are sorry to hear that your accommodations were not up to your expectations, please know that our strive to satisfy every guest and we sincerely apologize that we were unsuccessful in this case.  Lastly, as you can see by the attached image, the room you stayed in was indeed the room you paid for.  We hope to earn your business again and provide you with a better experience.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stayed at Majestic 9/24/22. 40th wedding anniversary.Oyster Run Biker Rally going on.Was contacted by front desk prior to arrival, stating there would be lots of noise; that we could rebook if desired. Noise was no issue.When we arrived, we found that the menu for both food and drink were significantly shortened at the roof top where we wanted to dine. We went to our room, thinking we would use room service. That was cancelled for the rally.Our experience was ruined due to these changed. These changes were not communicated to me. Only noise was mentioned. If they had been, I would not have booked.I asked for a refund of my room and the romance package that was purchased. Front desk referred me to ***********************; partner/manager of the inn. He refused the complete refund. In his email, he blamed me for not understanding the changes made during this rally. I requested many times a refund, or for him to provide contact information to his upper. Apparently, that would be his partners. He refused.He called me, and when I would not agree to his terms, he called me a bully. When I told him I was going to comment on my experience, he said I was blackmailing.That's where it ended.The Majestic did not fully communicate changes that would occur during that weekend. That was their mistake. I believe that my request for refund of room and romance package is not unreasonable. This "Leader's" response to me was unprofessional to say the least. I am the customer.In our communications, I was articulate and professional. I can provide this email chain if needed.Thank you.***************************

  Business response

  09/29/2022

  ***** demanded a refund for the full room charge due to ************ not being available during his stay and the menu being amended to accommodate for a city-wide festival (Oyster Run).  Upon receiving his very angry demands for a full refund because of the amendments to our restaurant offerings, our front desk associates and manager offered to cover his restaurant charges and the additional amenity that he purchased and received for his stay.  He was not satisfied with the offer and once again demanded that he receive a free night at our hotel.  The front desk associates and manager said that they were unable to do that if he was going to continue to stay at the hotel.  He was notified that we would contact our owner and have him follow-up on his complaint.  The owner notified **************** that we would not be able to refund a full night stay because he chose to remain at the hotel, but that we would refund 50% of the room rate and the amenity package that was purchased and received as a gesture of goodwill, for a total of $305.13.  The refund has already been processed. 

  Customer response

  10/04/2022

   
  Complaint: 18141636
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  10/07/2022

  The response to you from *********************** was highly inaccurate. 
  I was not "Very Angry". That's quite subjective and their opinion. I was not satisfied because all of the cut-backs for the weekend were already apparent. Now the ** isn't working. That's why I went to the front desk.

  I stated my dissatisfaction; I believe it was deserving. I asked for a refund and said, "If I have to pack my bags right now and leave, i will. They never said that needed to happen. They really didn't address it at all. they said they had to call ****. That's all. They told me i would hear from **** the next morning. I didn't.

  I was polite, I was direct. I knew what I wanted, Presented it, And they failed to accomodate me in every aspect.

  I was not told that I was upgraded. I don't believe them. I was not told of a 50% discount and that everything else would be comp'd. That simply did not happen. ****, in the emails, conceded that his people did not represent the changes in services appropriately, by stating tht he woul discuss this with his front desk.

  I believe his response to you is incredibly dishonest. Read the email string that I have attached, I was professionally polite through the entire comm.

*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. ↩