ComplaintsforMenemsha Inn and Cottages

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. On 11/4/23 I received an email from Menemsha Inn where I have stayed in the past with info that bookings were open for summer ****. It had a box to click to start the booking process.2. I put in the dates to stay at Menemsha Inn for July 6-July 8th ****.3. The menu came up of availability and I chose one called "The Ditty Box Cottage of Menemsha Inn" . I clicked ok and it came up through ****/Menemsha Inn 4. The total price was $ ****** for 2 nights. I paid with my **** card ending in **** 5. The transaction went through successfully with a confirmation for my stay at The Ditty Box Cottage of Menemsha Inn via **** for 2 nights from July 6-8 **** for a total cost of $****** 6. On Nov.5,2023 I received an email from **** saying the Menemsha Inn canceled my reservation and monies would be refunded that could take up to 15 business days. The reason given: "Conflict with house rules" This had nothing to do with my part, it was on the part of the Menemsha Inn stating the info they had provided to **** was incorrect and the cost was $750 per night with a minimum stay of 1 week. It was the error of the Menemsha Inn posting it incorrectly, no error on my part.7. When I explored this further through the **** website, it appears that the Menemsha Inn had not set up their figures correctly with **** and in realizing this after my reservation was completed, accepted and paid for, Menemsha Inn canceled it.I made and paid for this reservation in good faith based on the online information presented and it was processed and accepted. Menemsha Inn needs to honor this reservation. Menemsha Inn had no right to cancel this reservation due to their negligence.

  Customer response

  11/16/2023

  I have not heard from the Menemsha Inn and Cottages in response to my complaint. I will provide the original street address again and a PO box number. I would like this resolved as quickly as possible.  Thank you, *************************

  1. Menemsha Inn and Cottages                PO Box 38 Menemsha, *************

  2. Menemsha Inn and Cottages                ********, Menemsha, ** 02552

  Telephone Number   **************

   

  Business response

  11/21/2023

  Menemsha Inn regretfully had to cancel this reservation approximately 11 hours after it was made through the third-party application VRBO. Our company did not receive the payment in connection with the reservation and VRBO immediately refunded the payment the following day. In the event that the payment had been made directly to our company, we would have been able to void it immediately.
  The VRBO reservation was canceled due to human error in data entry, as we were new to using it and did not fully comprehend its functionality. We apologized and took full responsibility when this error came to our attention. As a result, we offered alternative accommodations that were more suitable to the length of stay and price range of this guest. The guest declined our offer.
  Although we strive for perfection, errors do occur from time to time and we apologize if this was disappointing and frustrating for the guest. Our policy states that "as a privately owned and operated business, we reserve the right to refuse service to anyone for any reason(s) that does not violate federal or state law." Our policy also states that while "we make our best effort to ensure that all of the information that appears online is accurate, however, no warranty, expressed or implied, is given that the information provided is error-free. Menemsha Inn does not accept liability for errors and/or omissions and reserves the right to change the information published at any time without notice."
  It is understandable that someone would be upset if they were informed that the rate is double what they expected. As a result, although we are not happy to do this, it is within our rights to cancel a reservation even if it is the result of an honest error on our part.
  Since we are dedicated to always pleasing and delighting our guests, many of whom are like family and return year after year, some for over a decade, we are fortunate to face such an incident very rarely.

  Customer response

  11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

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