ComplaintsforShores Inn & Suites

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  August 2-4 2023, I made reservations online thru booking.homeless than 24 hours before my stay, it was most important I check in early booking confirmed the front desk had no issues with my request. Booking.com offers free cancellation’s. I show up at motel they can not make good on my request due to the fact they were sold out no rooms clean, I spoke to the woman, who runs the front desk early morning & maids later in the day, I had, training at work, I was given cancellation and made second booking thru booking.com at LaQuinta 6 minutes away. I’m a local and have stayed at this motel several times over the years. I get to la Quinta and I don’t have the money on my debit card because I was all of a sudden charged for the cancellation that I just made I get a hold of the age she doesn’t know what’s going on and all of a sudden some of the lady calls me and tells me that she has a room available for me right now that I can come back to the motel and I can check in where I just was, she tell me but she’s gonna add me for the previous day because I want to check in early. I borrowed the money to stay at La Quinta. I ended up missing my meeting at work for training then the people at the Shores Inn I’m offered me to use the money towards A future stay I but I need to make the reservations and make a confirmation and everything and then I could use the money towards the future stay that was their way of solving what they just done to me which I wanted my money back and I still want my money back $341.54. I never stayed the night I’ve never been charged cancellation fees they don’t even charge me for my dog staying there and they usually charge people $50. They don’t even charge me for that as I said I’m local I’ve never had to deal with this and this lady on the phone cancellation policy if 72 hour cancellation policy doesn’t work if I made my reservation 24 hours in advance nonetheless, they didn’t keep their word on the future phase and no one will answer my calls

  Customer response

  12/09/2023

  M*****, is the Morning Front Desk //Maid @ the Shores Inn she is the one who told me not a problem, to cancel free of charge the morning of my reservation, M***** would have done the cancellation right then & there but, She told me The reservation service BOOKING.COM & My Debit Card she wanted to wait until the young man that work the front desk days had more experience on the computer than she if it was alright for me to wait until he arrived to receive the cancelation conformation email I felt I could trust her I asked her several times before leaving the business each time she told me it was not a problem at all your a local she told me ! 
  

  And I need to make sure EVERYONE is well aware, I was offered to use the monies toward a future stay thru SHORES INN after the fact the only deal was I needed to make reservations and receive confirmation number I TRIED SEVERAL TIMES BUT NEVER DID I RECEIVE  CONFIRMATION NUMBER SO I WROTE A LETTER AS WELL AND SLIPPED IT THRU THE DOOR OF THE BUSINESS THE SAME DAY I MADE MY REPORT TO BBB

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We made reservations on line on shores Inn website. We received a confirmation with the price including taxes. We show up at the hotel to check in and were told there would be an additional 250.00 cleaning fee added. There was nothing on their website about an additional 250.00 cleaning fee. There was listed a $25.00 fee for pets and a fee if you smoked in the house but no cleaning fee. If we declined the 250.00 cleaning fee they would cancel our reservation and we would forfeit our 789.36 since we were not giving them 72 hours notice. After our stay we contacted the owner Tia that they gave us a phone number for. She said that was the way they always handle their reservations. She also said had we booked on airbnb the cleaning fee was disclosed. We didnt book on airbnb, we booked on their own website?

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a weeks stay at the Shores Inn And Beachhouse in Ventura, Ca. on February 10, 2023. I chose the inn based on booking.com reviews and the reasonable price. The pictures were very welcoming. When I arrived and after checking in, upon entering the room, it smelled, it was untidy and it was unacceptable. I did not even put my bags down. I went back down to the office. I told the agent that I couldn’t stay. He said there would be no problem and no charge. But I was charged. When I called back, the same agent said that probably not enough time has passed for the charge to be reversed. After another couple of weeks, the $272. charge hadn’t been removed and I disputed the charge on my credit card. The hotel HR told my bank I had never shown up to cancel the reservation within the appointed amount of time, and for that reason would not be refunded. It was not possible to get through to the hotel or even leave a message by phone because the call would be automatically ended after no opportunity to leave a message. I drove to the inn and the same agent was on duty. I explained why I was there and he told me that remembered me. He said after I had left that night, he has gone to check the room himself and found it to be fine. Therefore, they were unable to refund the $272.00 I asked to speak to management, he claimed to be the assistant manager and there was no use in asking because the higher ups of this “mom & pop” (his words) establishment would completely agree with him. I guess none of those involved is interested in the customer experience. That was a lot of money by most standards. I was planning a weeks vacation. I want the public to know of my experience. I was cheated. I’m hoping my story will help more accurately portray the actual Ventura Shores Inn experience.

*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. ↩