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Complaint Details
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Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 20, 2022 we checked my Mother in law into the Garden Inn Hotel here in New Castle *******. She has a service dog. When she made the reservation she told them and asked if it was ok because they don't allow pets. Since she is a certified service dog and has all paper work for her she gave the clerk a copy and all was good. They paid $300 on my debit card. (This was a Sunday) Monday (February 21, 2022) came around and my Mother in law called my husband frantic and upset because the hotel manager ****** yelled and screamed at her about the dog and being in the hotel. She explained to him that she was a certified service dog. The Manager told her he didn't care and to get that nasty fog out of the breakfast room now. Yelling at her for no reason saying it broke health department codes. So she went back up to her room and called my Husband (her son) He went and got her because she had a Dr. *** here in town. About and hour after she hadn't for her apt the clerk thst had checked them in the day before called my husband and said he screwed up shouldn't of accepted the service dog and the manager and owner wanted her and the dog GONE. My husband told him she was at the Dr. ******* they couldn't get her to come to door in the room. Once she returned they had deactivated her room key and told her the dog had to go and she could stay or they both go with a FULL refund because they screwed up. First of all DISCRIMINATION! Well she has no vehicle and takes public transportation or we are her transportation. My husband had an event he had to be at in ****. I had to have my Daughter at an activity so couldn't get her until after 10:00pm They (hotel) were crappy said they gave a refund but it's a fake receipt it's NOT even my card number. They called the cops on her and the cop allowed her to stay until I could pick her up. My husband, mother in law and myself have called and stopped in several times and ****** hangs up on us and says Cops seen it and MORE.I NEVER got..Business response
03/25/2022
see attatchedCustomer response
03/27/2022
No the business had not resolved the issue and have not received the refund. If you look at the card numbers they are 2 different cards that are not the same, plus the police did not kick her out of ******************** after they told her she left and stayed in her room.
Business response
03/28/2022
ROOM RENT WAS PAID BY HIS CREDIT CARD AND AT THE **** CHECK OUT HE WAS NOT THERE AND AT THAT **** HER MOTHER WASW THERE AND SHE DEMANDED SHE MUST GET REFUND AND POLICE WERE THERE AND FRONT DESK EMPLOYEE ISSUED REFUND ON HIS MOTHERS CARD. (COPY IS PROVIDEC).
IF HE WANTS TO COLLECT DOUBLE MONEY THEN HE CAN FILE POLICE COMPLINT OR TAKE LEGAL ACTION AGAINST GARDEN INN.
THANKS
ANIL
Customer response
04/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************We were never issued the refund to any of my cards my wife was the one that picked her up and they did not issue the refund at the desk
when she was told my mom was kicked out for a service dog who is certified through the federal law. If I look at the refund its two different cards. I will file a police report and the police when they came that night at 8:05 that she was to stay in her room till my wife was there to pick her up. So what ever police report says they had to drag her out then.When I call and I hang up on me and threaten me he will call the cops for harassment for stealing my money that I never got then we have a problem.
matt
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