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Complaint Details
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Initial Complaint
08/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to file a formal complaint regarding my recent stay at the Grand View Beach Inn. During my stay, I experienced multiple issues that went unresolved despite numerous attempts to communicate with the management.Lack of Housekeeping: Housekeeping never attended to our room during our three-night stay. I requested a hairdryer multiple times, but it was never delivered.Parking Issues: Parking was unavailable on two of the three nights, and we were forced to park on the front lawn. When I tried to discuss this with the two blonde managers, they refused to speak with me directly and instead loudly criticized my request for a refund from the backroom. They suggested parking on the street where we were at risk of being towed.Unprofessional Management: When I requested to speak with the manager directly, she refused to come out and address my concerns. Instead, she instructed her employee to "tell that girl I am not going to talk with her." This behavior is unacceptable and unprofessional.Disrespectful Conduct: After refusing to address my concerns, the managers went outside and made fun of me in front of my husband. When I asked for contact information for higher management, they refused, stating the head manager had quit.Desired Resolution:Given the unprofessional conduct, lack of basic services, and misleading parking charges, I am seeking a refund of $90 from the Grand View Beach Inn. This amount represents the additional parking charges and compensation for my unacceptable treatment during my stay.I hope the BBB can assist in promptly resolving this issue.Customer response
08/22/2024
I have not heard from the business in response to my complaint.
Business response
08/28/2024
We are sorry for the inconvenience about the parking. During the busy season it needs time to find a spot, but we have always provided one for the guests. In this case we also did, so we will not issue a refund as per the guest's request.Customer response
08/29/2024
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.
Thank you for your response. While I appreciate your acknowledgment of the inconvenience regarding parking, I must respectfully disagree with your conclusion.
Under consumer protection laws, it is essential that businesses provide clear and timely disclosure of any material terms or conditions that may affect a customers decision to purchase a service. In this case, the requirement to wait for an undefined period to secure parking during the busy season constitutes a material condition that should have been disclosed at the time of booking.
At no point during the booking process or upon check-in was I informed that parking would be difficult to secure or that I might have to wait to find a spot. By failing to disclose this critical information, the Grand View Beach Inn has potentially breached the implied terms of the contract under which I reasonably expected to have access to parking without undue inconvenience.
The lack of disclosure violates the principles of informed consent in contractual agreements. Courts have consistently upheld that businesses cannot impose conditions on a contract that were not made clear to the consumer at the time of agreement. As I was not made aware of the parking challenges in advance, I am not bound by this undisclosed term, and I maintain that my request for a refund remains justified.
I urge the management of Grand View Beach Inn to reconsider the decision and issue the requested refund of $90. This amount compensates for the additional costs and inconvenience I incurred due to the lack of proper communication and service.
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,Madison
Initial Complaint
08/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hotel refusing refund for 3 night stay. We did not stay at the hotel due to unsafe room we were provided. Fire chief also inspected the room. No smoke detectors or carbon monoxide detectors in room. We requested a new room due to this code violation and they stated they had no vacancy. Nor do they do refunds. We were told to deal with it or go elsewhere. So we checked out due to not feeling safe staying with an infant in a room with no smoke detectors in or even around the room outside in the hall.Customer response
08/22/2024
I have not heard from the business in response to my complaint.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Came from out of state for a bachelorette party. Booked 3 deluxe double rooms with the kitchens. One room had the kitchen and the other two did not. One of the rooms smelled awfully like cigarette smoke and the other ones door was wide open and was infested with bed bugs. The front desk staff ensured us that we would receive full refund for all 3 rooms as this is a clear safety issue. They told me that the manager isnt on site and they dont even know their name. They advised me to call the next day to speak to them. I did as they said and I was informed that the manager quit and they have no information on them. Then was told that she comes and goes as she pleases. Every single staff person has been beyond unhelpful to me. The phone just rings and rings when I call them and they are not initiating any form of refund. It was unsafe and I was unable to host 10 people in this hotel with the circumstances I was faced with. I had no choice but to leave for the safety of the other people. I had multiple people with me who absolutely cannot be exposed to cigarette smoke as they could be hospitalized. I expect a FULL refund for everything. I wasnt even at the premises for an hour.Business response
08/20/2024
We sincerely apologize for any inconvenience you may have experienced during your recent stay with us. Your comfort and satisfaction are very important to us, and we regret that we fell short of your expectations.
As a token of our appreciation for your understanding, we would like to offer you a 10% discount on your next stay. We hope this gesture will encourage you to give us another chance to provide you with the exceptional experience you deserve.
Thank you for bringing this to our attention, and we look forward to welcoming you back soon.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
July 14, 2024 check into motel. After paying for room, we enter the room and discover black mold in bathroom and kitchen. There is a hole in the ceiling above stove. Stove has old food in it. No bed bug covers on mattress. Requested a refund at the front desk and did not receive. I have called hotel over ********************************************** supervisor to process refund, they continuously state there is no manager and no one is authorized to give refunds.Customer response
08/02/2024
Hello,
I have not heard from the business in response to my complaint. I called hotel again and was told to try emailing the below email which goes to Management:
************************
I emailed on July 26 but have not received a response.
Thank you.
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