ComplaintsforMarina Motel

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a 2-night stay at this motel, for which the first night ($219.77) is charged one week prior to check-in. My family arrived at 11:00 pm at which time we were issued room keys for room 36. Upon arrival, we encountered many issues that made sleeping in this motel impossible. We checked out immediately and spoke with the manager prior to departure who reported we would be refunded the next morning at 8am, as the office was closed. The next day, it was confirmed that my key and note detailing the events were received by front desk associate, ************* 1. The manager, who informed me that he was the manager Toks, followed me into the room and noted he did not smell urine in the room. We opened all of the windows in the room to air it out, as well as sprayed the room with freshener so that we could sleep. 2. On opening the windows we realized none of the windows had screens, leaving the room susceptible to bugs. Nonetheless, we left them open to continue to air out the room and cool it off as the oscillating fan provided did not work. 3. The radiator heater began making a banging sound. I saw that the setting was on 4 so I turned it to setting 1, as I did not see a setting 0 or off setting. The sound stopped after I turned the dial to 1, only to begin again only minutes later. 4. My daughter reported that after lying in bed attempting to rest she began to itch. After performing more research, this motel has been reported to have bed bugs. This was the last straw. And it was necessary to find somewhere else to stay. At 1am after a 6 hour drive, my daughter and I had to find a decent hotel, pay another hotel night fee, pack up and leave your establishment at 1:30am. Two ladies alone in the city at this hour because of substandard accommodations. This place needs to be shut down for unsanitary conditions and I want a refund for what I paid.

  Business response

  06/30/2023

  Dear Better Business Bureau,
  We are writing in response to the complaint filed by ************************* regarding their recent reservation at our property. We appreciate the opportunity to address the concerns raised. After a thorough investigation, we found that their claims lack substantial evidence and appear unsubstantiated. Our housekeeping staff follows strict protocols to ensure the cleanliness and upkeep of our rooms, which is a characteristic our motel is known and synonymous with. We consistently receive positive feedback from our guests regarding the cleanliness and hygiene of our accommodations. Regarding the alleged smell of urine, we engaged neutral individuals who were unable to detect any odor in the room. As an intimate property, we prioritize cleanliness and take all necessary steps to provide our guests a comfortable and sanitary environment. It is worth noting that we had guests who checked in a day before and after ***************************** stay, and none of them reported such an offensive smell or complained about bed bugs. In fact, the room in question is one of our best-selling rooms, which makes it even more surprising that it would be in worse conditions as she is presenting it to be.
  Furthermore, we have implemented comprehensive pest control measures, including regular fumigation, and have not received any reports of bed bugs from other guests. The itching experienced by ******'s daughter may have been caused by an external factor unrelated to our property. We apologize for the inconvenience caused by the banging sound from the radiator heater. Our maintenance team has inspected the room and rectified the issue to prevent any recurrence.
  Our cancellation policies are clearly outlined on all our booking platforms, and we make exceptions when necessary and genuine. In this case, it appears that the customer's complaint was made in an attempt to obtain a refund which was preceded by the threat of negative online reviews. We remain committed to providing exceptional service to all our guests and addressing any legitimate concerns promptly and fairly. We value customer feedback and continuously strive to improve our offerings. It is unfortunate that **************** is attempting to paint a negative picture of our establishment, especially considering the positive experiences reported by other guests.
  Thank you for your attention to this matter. We trust that our response clarifies the situation and demonstrates our commitment to resolving any issues brought to our attention.

  Customer response

  07/01/2023

   
  Complaint: 20249041
  
  I am rejecting this response because:

  Due to the complaints against this business, I spoke with the manager on the property site at my time of check out and was informed the matter would be handled including refund of my money paid in the morning. The manager confirmed that the office opened at 8am at which time we would come to a resolution. Upon return to the property on the next day at approximately 11am, all of which was discussed was dishonored and the manager relayed to the desk associate helping me with this situation that I needed to send an email as this was his day off from work. This was a horrible experience. The picture of my stay wasnt painted out of any malicious intent. The service/accommodations were truly unacceptable. The manager has compared my experience with the reviews of other stats which have no bearing on what we experienced as an individual occurrence. For the money paid, we didnt get a satisfactory nights stay. However, my complaint will be heard as they are valid and hopefully the next travelers can avoid this nightmare.

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

  Business response

  07/07/2023

  We sincerely apologize for the unsatisfactory experience you had during your stay with us. We understand the importance of effective communication and taking responsibility for our actions. Please know that we have taken your complaint seriously, and we have already processed a refund for the amount you paid as communicated with you via mail. We apologize for any inconvenience caused and understand the frustration you experienced.
  Your feedback is valuable to us, and we will use it to improve our services and ensure that similar issues do not occur in the future. We appreciate your understanding and patience in this matter.
  

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