ComplaintsforFoghorn Harbor Inn

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 20th, 2024, I was unjustly banned and denied any stay at the Foghorn ********* in **************, **. The video evidence will show I did absolutely nothing wrong!When I asked for a just refund for my two day stay, I was lied to by an employee of the hotel regarding said refund request. I was told by a representative of the hotel that since the reservation was made by an outside vender, Hotels.com, would not refund my money, and that a contract that I never accepted with hotels.com disallowed any refund.So then I called hotels. com representative, *********, and after explaining my situation, the representative of hotels.com called the Foghorn Inn requesting a refund on my behalf.The hotel refused!

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife **** and I stayed at the Foghorn Harbor Inn the night of2/23/23. The billing was book through Hotels.com on 2/16/23 for $238.25. When we checked in we alerted the front desk we did not have any hand towels and only one bath towels, there was no heat in the room and no hot water. The put a space heater in the room but never were able to give us towels or hot water. At 3 am an irate person was able to enter the lobby area, rang the bell repeatedly, began yelling and eventually went door to door banging and yelling. The police arrived sometime around 3:30 am. In the morning I was informed by the front desk person that she was left alone, got scared, left the building to lock herself in her car and never called the police because she didn't have a cell phone. We left a list of our grievances with her, got the managers name and email and sent him the same asking for someone to contact us and reverse the charge for the room. We've called to follow up but their mail box is full.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been trying to reach the Hotel Management with respects to my stay of June 25- 26, 2022, for the past months. I sent a letter immediately on June 28, 2022. I have emailed and no response. I was then promised a call back and noting has occurs in good faith. Respectfully, it was not a good experience. I did appreciate the cleanliness. But, we did not get no rest due to the noise coming from the ************* kitchen which is directly next to the guest room/door (the ********** kitchen's door is literally right next to the guest room). Its loud and disruptive. I was unsatisfied with my stay and no one has made no effort to resolve this matter. One of their ********* confirmed that allot of guest have complained about the noise; since is connected to another door. To date, management has not called back. Nor has a credit been issued giver. all the issues. I paid ******** made this reservation far in advance ********* credit card ending in *****

  Business response

  09/28/2022

  Consumer Response /* (-5, 5, 2022/09/01) */ Dear Sir/Madam: Please see the below the correspondence that regarding my visit yesterday. At this point; I want my refund in it's entirety. Thank you for your assistance. Sent from Yahoo Mail for iPhone Begin forwarded message: On Wednesday, August 31, 2022, 9:20 AM, **************** ***************************** wrote: Sent from Yahoo Mail for iPhone Begin forwarded message: On Wednesday, August 31, 2022, 9:19 AM, **************** ***************************** wrote: Thank you for the response. Respectfully so; I have been dealing with ****** and never had no issues. I've been cordial and professional. Furthermore. I did not say those words (your quoting) to your staff. She was being very rude and condescending. Instead of being well-mannered and simply saying 'we'll have management call you.' (Lets be clear; Its been two months and no hotel manager has never called me or emailed me regarding ny complaint so its allot of conflicting issues to address that your lead disclosed; making false and unethical statements.) Then she (lead) decides to play phone games (acting as she was ******; then saying I'm taking a message; that's what escalated the situation) and yes, I cursed after she decided to behave the way she did. Hanging up in my face. When all she had to do is apologize or let ****** handle the call and not waste the Sheriff's time. This is hospitality business. At the end of the day, my complaint regarding my stay is "legitimate". My correspondence will follow. Thank you! Sent from Yahoo Mail for iPhone Begin forwarded message: On Wednesday, August 31, 2022, 8:20 AM, Foghorn Harbor ************************ wrote: Dear***************, The police are needed when guest are identified as bad-mannered. You have been identified as a troubled guest before today's interaction. You stated you came to The Foghorn Hotel specifically for the person on the phone after cursing her out because she was "rude or curt" in trying to get a message to relay to upper management. These types of threats and aggressive behaviors are unacceptable.The insolent behaviour demonstrated on the phone and in-person, (exact quote: ******** me off**************. (abusing customer rights, use of profanity, derogating employees appearance, etc) gives the staff member the right to repudiate services. On Tue, Aug 30, 2022 at 7:27 PM **************** ***************************** wrote: Dear Hotel Management: Despite of today's eventful experience. This only validates the lack of professionalism from your hotel and (some of your) staff members. ****** was the only person who has treated me with respect and decency and has been helpful throughout my contact re my hotel experience. Then one of your staff member (lead front desk) gets on the phone being curt and rude, only to get make me upset; rather than being professional. Then she answers the phone saying she's ****** when it wasn't her. Its just unacceptable behavior from a representative of your hotel staff. Upon my arrival, I spoke with ******; to see if manager was available. Then one of your employees walks up to the front desk and immediately called the Sheriffs. (The audacity) When it was "no hostility". This is how you treat people with disrespect and not expect a reaction. When. I solely wanted to resolve my request in person. Then, your hotel staff also informed the Sheriffs whom showed up that a "refund was issued". Not sure how accurate this is..but, I hope your staff didn't lie to the Sheriff officers. A formal letter will follow. Thank you for your prompt attention. Sent from Yahoo Mail for iPhone On Tuesday, August 30, 2022, 10:44 AM, **************** ************************* wrote: Hotel Management: Please see the attached correspondence. -- **************** Legal Assistant/Paralegal Law Offices of ************* ****************************** ****************************************************************************** CONFIDENTIALITY NOTE -- THIS E-MAIL TRANSMISSION IS INTENDED ONLY FOR THE USE OF THE INDIVIDUAL OR ENTITY TO WHICH IT IS ADDRESSED AND MAY CONTAIN INFORMATION THAT IS PRIVILEGED, CONFIDENTIAL OR EXEMPT FROM DISCLOSURE UNDER APPLICABLE LAW. If the reader of this transmission is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Law Offices of ******* ******** immediately by telephone at ************** and delete this message from your system. Thank you.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June X XXXX I scheduled a ***** reservation online for **** *** **** *** The system malfunctioned and scheduled the wrong date. The system charged me for the WRONG ****** **** ** - **** *** The confirmation number I received was: BBXXXXXXXXXXXXX. I called the phone number listed in the email XXX-XXX-XXXX; the phone number was not a working number. I then found their phone number on Google; I called (XXX) XXX-XXXX and spoke to an employee from foghorn. ( a man handed the phone to the women supervisor.)The representative reassured me, that she would refund me my money. I received an email from ******* thanking me for my stay at there hotel on **** *** **** *** I called the hotel AGAIN and spoke to an employee from ********* a women) The women stated my refund was being processed and reassured me i would receive the full refund. A few days later I ONLY RECEIVED A REFUND OF ***** I was supposed to receive a refund of ***** I thought this was an honest company and I decided to book a room for the original days I intended. **** *** **** *** My RESERVATION WAS FOR A KING size bed and the bed I received was not a KING SIZE bed. IT WAS A FULL SIZE BED. I also want to mention that the original price to rent the room on their website shows the price of ***** NOT ***** i **** upload screenshots i have including this company charging me **** two times on two different occasions, and the $100 refund I received. The perfect resolution would be receiving a refund of ***** I was originally promised a full refund of ***** but only received a refund of ***** ***** ***** **** I am seeking an additional *** for the false ad reserved a room with a full-size bed and instead I received a full-size bed. **I took measurements of the bed during my stay. If you don't compensate me, I **** take you to small claims court. Please do the right thing and refund me my money. I promise to update my yelp and google reviews to 5 star reviews if you give me a refund

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/29) */ I have processed the refund for the remaining portion of the original stay on the night of the 19th. It **** take 5-10 business days for that refund to reflect in the guests account. The guest stated the "system charged me for the wrong dates" It is much more likely that the guest entered the wrong dates for the stay, as the system doesn't change the dates for our guests. It is important to understand that this mistake caused us to be unable to sell a room that night, as we left it empty waiting for the guest. With that said, mistakes happen and the guest **** receive a full refund for the first night. Regarding the second stay, the only full size beds we have are rooms that have 2 beds. She stayed in a room with a California king, measuring ** inches wide, ** inches long, we **** not be compensating the guest for that night. Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I apologize for writing the original complaint: after reviewing my notes I realized it was MY mistake. I scheduled the wrong date; the hotel room and hotel were very well maintained. The bed was a king size bed; I just confirmed the measurements. When I stayed at the hotel, I received too notch service, and the room was beautiful. I apologize for the inconvenience: thank you for giving me the refund. I will be updating my Google and Yelp reviews to 5 star reviews by the end of today.

*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. ↩