ComplaintsforPatterson Kaye Resort

• Initial Complaint

  14/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at Patterson Kaye Resort for 8 nights check-in July-1 to check-out July-9. The Scotia Suite (room 35) that was assigned had a bad smell and signage to "not drink water or use for personal care". All family members (2 adults & 1 child) experienced allergic reactions when in room with symptoms of sneezing and headache. I found out after check-out that there is high level of mold infestation and water is contaminated with E.Coli bacteria. If this information had been disclosed to us prior to check-in, we would have cancelled reservation without hesitation. The contaminate exposure in Scotia Suite (room 35) is deadly. Furthermore, after our check-out we received fraudulent $100 **** payment transaction on July-10. Upon calling resort to determine why $100 was charged without consent, we were accused of stealing 2 pillows. We were told there were 4 pillows upon our check-in and housekeeping only found 2 pillows when cleaning room after check-out. We explained to resort owner that there were only 2 pillows in our room upon check-in found on queen size bed. Our daughter brought her own pillow from home to use on pull-out sofa so we never even thought to request extra pillows. The owner told me I was a liar and hung up the phone in mid-conversation. An email was later sent by the owner advising that now 4 pillows were stolen. This is a **** operation to accuse and charge customers fraudulently after check-out for missing items. The owner's behaviour is very rude and unprofessional. It is unacceptable to be accused of stealing. It is very offensive and insulting to be called a liar. The accusations are disrespectful to my family. I have never experienced such bad customer service. The experience with Patterson Kaye Resort was such a huge letdown that for this reason I am seeking full refund of 8 night stay at $1842.94. Also future patrons be advised of mold and E.coli conditions, and provided full list of room items to avoid ******** with fraudulent charges.

  Business response

  06/09/2022

  This customer started to complain as soon as they arrived. First it was that the toilet did not flush fast enough so we moved them from a studion cottage to a premium 4 bedroom cottage. The nex day

  we went and purchased a new toilet and installed it.     

   

   

  Customer response

  06/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  Thank you for forwarding reply from Patterson Kaye Resort. The comments provided further substantiate our claim that the studio cottage was in unacceptable condition for rental. The resort’s Maintenance Manager checked the toilet after we advised of a flushing issue. He promptly concluded that a new toilet needed to be installed since it was not flushing properly. He acknowledged that the toilet was not in good condition and therefore not useable. It was inconvenient for us to pack-up all our things and move to another cottage. Once the new toilet was installed, we were asked to once again pack-up and move back to the studio. The new toilet worked properly without any issue. Unfortunately, nothing could be done about the studio’s moldy smell and contaminated water supply as noted by signs posted in studio advising, “Do not drink water or use for personal care”. We did not drink the tap water or use the tap water to brush our teeth as the signs indicated. Since we needed to shower during the week, we risked using the shower even though the water was not intended for personal care use. We told our young daughter to keep her mouth and eyes closed while bathing. It is unclear why these issues were not disclosed to us by the resort owner upon reservation or check-in. We would never have opted to spend our vacation in such an establishment if the resort owner had been upfront truthful about the studio’s living conditions. I am however not surprised that we were never told the truth by the resort owner since it was made apparent that her character is deceitful when we were accused after check-out of stealing pillows. The owner never even confirmed exactly how many pillows were stolen since her story varied from phone call vs. email. The only answer we received was an unauthorized $100 **** charge along with an abrupt hang up when attempting to speak with her over the phone. It was a very disrespectful and insulting experience to be treated like thieves and liars. We stand firm in our request for full refund of charges for the duration of our stay at Patterson Kaye Resort.
  
  Sincerely,
  
  ***** *********

  Business response

  07/09/2022

  Simply stated

  We test the water every day and we have never had an Ecoli incident also we have never had a mold issue in any of our cottages this woman complained the moment she arrive and was always looking for a discount

  this matter as far as we are concerned is closed ...the credit card denied our claim so we are out the cost of the pillows.

  if you wish to discuss this further please contact me at ***** ******** **** ****** ******* *******

  Customer response

  07/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  There are signs posted in the studio cottage kitchen and washroom that read, "DO NOT DRINK OR USE WATER FOR PERSONAL CARE". These signs would not be required if the water was not contaminated. Any customer staying at this resort should be made aware of water issue prior to reservation deposit. This information was only advised to us to upon check-in. We would not have booked at this resort had we been made aware of this situation at time of reservation. it is deceitful to not provide customers with this very important information upfront prior to booking.
  

  The resort owner accused us after check-out of stealing pillows. The owner never even confirmed to us exactly how many pillows we apparently stole since her story changed from phone call (2 pillows stolen) vs. email (4 pillows stolen). The only answer we received from her was an unauthorized $100 **** charge along with an abrupt hang up when attempting to speak with her over the phone. This is a **** operation to accuse and charge customers fraudulently after check-out for missing items. The $100 **** charge was processed, and resort owner was provided this amount for the stolen pillows even though this was a **** operation.
  

  The resort owner’ behaviour is very unprofessional, rude and disrespectful. This was the worst customer service experience we have ever experienced in our lifetime. We stand firm in our request for full 8-night stay refund.
  

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

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