ComplaintsforTerrace Garden Inn

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am 63 year old, female, solo traveler. Arrived at Terrace Garden Inn in Clearwater, ** on 12/17/23 for a two night stay. Checked in at 4pm. Went for dinner. Around 8pm watching TV and noticed inside security door latch was missing. Did not feel secure/safe. Informed front desk and was moved to another room. Left early next morning for all day meeting. Returned at 7pm and saw 2nd room worse than first. More safety hazards: cable cord cut and repaired with duct tape, inoperable/rusted microwave, missing bedside lighting, and NO SMOKE DETECTOR! Was told there wasn't one in first room either. Apparently, hotel was under construction and renovation. I have about 40 more pictures showing cosmetic issues: holes in wall, shoddy workmanship, worn out furniture, etc. More concerned about the lack of safety and security standards. Told management that rooms should never have been released to guests until inspected and approved. He agreed. Refund would be great, but don't want anyone else to have same horrible experience. Thank you.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family went down to South ******* for a wedding and we chose the Terrace Garden Inn for our stay. My father said he was going to be coming down a night early but wouldn't get in until about 12 am (he had a separate room) . He stated he would just sleep in his car, as his reservation wasn't until the next day. I went to the front office to let them know of the situation and see what we could do. I spoke with a very nice young lady at the office named ***. She was thoughtful and nice throughout our stay. She said she would take down my card information and have it ready for if my father made it in. She said they couldn't run my card unless my father showed up with his identification and reservation information. I said okay that seems fine, if he makes it in I'll pay for him to stay a night early, if not then I won't get charged. Good deal, right? The next morning ******, the general manager, came in and ran my card number for the no show. The following few days I asked *** and the other front desk girl about it and they apologized and said it was ****** and that I needed to speak with her to address the issue. She typically works late shifts so it's more difficult to reach her. I called today and finally got a hold of ******. She is the most disrespectful and unprofessional character I've ever had the misfortune of speaking with. She gave me the non-refundable response and said it doesn't matter what her employees said or did and did nothing but counter what I had to say with "you're wrong". I'll be writing a Congressional and contacting the local health department as well. Broken showers, roaches, constant illegal activity happening around and within the property. They say you get what you pay for; if that's the case then this place should be free. Unsavory property and horrible management.

  Business response

  03/05/2023

  Good Morning!

  I am the new owner of this property. I acquired it December 20, 2022. I do apologize for the experience this guest had with the previous ownership. We are doing an extensive remodel of the property - both inside and out. I do hope you will give our company an opportunity in the future to show you the wonderful changes we are trying to make. 

  Thank you and have a nice day!

  -*****

  Customer response

  03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April 2022, I made reservations through booking.com to stay at Terrace Garden in for one night. Once I got there, checked in, paid, I went up to the room and there were roaches. I immediately went back downstairs and asked for a refund. The lady at the desk, I think her name was penny, told me she would give me her suite, I declined saying I wasn't comfortable with the roaches. She then said she would refund my $108. After a couple of weeks, I reached out to Terrace Garden Inn and asked where my refund was. They asked me to call back when the manager was on duty. After several calls, and emails ..never talking to the manager, I finally got an email back saying that booking.com owed me the money. I then contacted booking.com, and have been getting the runaround ever since. Booking.com is telling me Terrace Garden owes me the money and vice versa. I find the customer service through both companies has been very unprofessional. I would appreciate any help you could give to resolve the situation. Thank you very much, have a good day

  Business response

  09/01/2022

  Business Response /* (1000, 10, 2022/08/20) */ We do not have a Penny that works at Terrace Garden Inn. Nor are any of our suites available due to renovation on the property. I received the first message from bookings on June 9th asking for a refund. In this message, Ms. ******* states roaches in the bedpost that is impossible with the type of bed frames that we have. Also, in the bathroom. Ms. ******* checked in at 1230 and did not come to the front desk until 145 to say anything. Ms. ******* was offered another room and refused. I personally check the room and found no roaches. Our rooms are sprayed twice a month. Also, I explained to Ms. ******* with the type of reservation that she had made thru bookings checking out early would cost her an early check-out fee and she had to speak to bookings. We have no control over the type of bookings nor can we change any form of the bookings when its sent to our system. Ms. ******* spoke to the GM I was working that night and explained all this to her. Consumer Response /* (3000, 12, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I wasn't quite sure what the lady's name was. Second of all I have video of the bugs that were in that room. Third of all it may have taken the lady at the desk that much amount of time to try to get me into another room. She did offer me her'personal suite' but after seeing the conditions of the first room of course I refused. None of this was explained to me. In fact the lady at the desk told me my refund would be credited right away. I never stayed in the dump, I would like my money back Business Response /* (4000, 14, 2022/08/22) */ Please provide the pictures. As I said, my suites are not rental here. Thanks Consumer Response /* (4200, 16, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can appreciate times are tough for your company. However, taking money from honest customers is not the way to keep your doors open. It is not even about the $100 for me anymore. It's the fact that your company is trying to make me out as a liar. It is not professional and it shows you have zero integrity.

*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. ↩