ComplaintsforIsland Inn

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horrible experience. I paid over $1k for a few nights at this place. Told them before I arrived that I was going to arrive in the evening since my ferry reservation didnt get in until after 9pm. They said no problem that I would receive a code to get in. I get into the island at around 9:30pm, Im traveling with two babies and the code doesnt work. I call and they have me try 3 other codes, none work. They said maintenance would come in 15 minutes to let me in. 15 minutes pass and nobody comes. Call again, I am told that it wont be until at least 30 minutes, person had me try more faulty codes. I then wait 40 minutes and call about two more times, one which I was hanged up on. Then the last person I spoke to told me basically nobody was coming. At this point I start looking to book anywhere else, anyplace safe where I can get a bed for my babies and of course everything is booked. Finally I found a place, I call again and tell them to cancel my reservation and get me a full refund at which point Im told sorry, no can do, mind you I'm still not able to even get in to this reservation I fully paid for. I guess they fully expected me to sleep in my car or something. So I said s**** it, booked a new place before that one was also gone, filed a police report, and also another report with my credit card company. This place is horrible and this experience I had was completely unacceptable and I want my money back!

  Business response

  09/08/2022

  This guest did have a reservation with us. She called our corporate customer service line and the CX agent contacted our nighttime property manager when the agent was unable to get the guest into the unit. 

   

  Our nighttime property manager went over to the unit within an hour of the initial complaint, but by the time they arrived the guest was not in sight. We have the number for our nighttime property manager listed on our front office in case of emergencies such as this. We also call all guests the day before arrival and provide the manager's number.

   

  I spoke with this guest the next morning when she told me she was at the police station filing a police report. I told her we were going to refund her and the refund was processed on 9/2/22. I told her it would take a few days for the refund to hit her account. Typically it can take 7 business days. I double-checked our system before writing this response, and the refund has gone through successfully on our end. 

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