ComplaintsforMountain Home Inn

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a room in the middle of March using their online booking system. It was advertised as having a working jacuzzi tub. I paid for the hotel room in full upon booking: $426.88. We arrived and found the tub did not hold water, nor did the jacuzzis work. There was a tick in our room and we live in an area where Lyme disease is prevalent. I was also charged another $100 without consent.

  Business response

  05/22/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint lodged by ***** regarding her recent stay at our hotel. We take all guest concerns seriously and strive to address them promptly and effectively.
  Firstly, we sincerely apologize for the inconvenience ***** experienced with the jacuzzi tub and the presence of a tick in her room. These issues are not reflective of the standards we uphold at our hotel. We have already taken measures to address these problems, including immediate maintenance checks and a thorough room inspection by our pest control team.
  Upon being informed of *****'s concerns, we responded within 12 hours of her checkout. We refunded the full amount of $426.88 to her account, as we believe in rectifying any shortcomings in our services as swiftly as possible.
  Regarding the additional $100 charge, it is important to clarify that this amount was not an extra charge but rather a standard authorization hold. This practice is common across the hospitality industry and serves as a security measure for incidental expenses. The authorization hold is released shortly after checkout, and ***** should see the funds returned to her account within a few business days.
  We understand that ***** was dissatisfied with her stay, and we regret that her experience did not meet her expectations. However, it seems unfair to lodge a complaint without giving our team adequate time to resolve the issues to her satisfaction. We pride ourselves on our customer service and our commitment to ensuring a positive experience for all guests.
  Thank you for your attention to this matter. We remain dedicated to providing the best possible service and accommodations to our guests.

  
  Sincerely,

  
  *******************;

  General Manager 

  Mountain Home Inn

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