Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented this hotel from a Monday until a Sunday as a last minute rental. The price seemed decent based upon description and pictures presented. What they represented and what we fit are two different things. We tried to ask for assistance from the desk multiple times with no resolution. Below is a list of issues with the requested way to fix those issues but none of them were addressed.-hotel had no Elevator and we had a disabled person in our party, we requested a first floor room and was rejected.-hotel room had a busted toilet seat cover (falling off), requested it be fixed or room change. Rejected.-bathtub was very dirty or worn, bath mat or new room. Rejected.-mold on the ceiling in the bathroomyou got it rejected for new room.-no towels in our room, asked for somewere told they didnt clean any that day so had to wait sometime the next day to get themthen they only had small ones. Better than nothing I guess.- we checked out a day early after finally finding another hotel we could afford cus we arent richwhen we left they asked why and we told themthen we were told to contact hotels.com about a refund for the last night. Hotels.com had to reach out to the hotel for the approval to refundguess what you got it they rejected it. Our ask is to at least be refunded for the last night we didnt use but honestly a hotel like this should have at least a bit of courtesy to do a little bit more but Ill settle for the one night refund.

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May ***** I booked 3 hotel rooms at Lakeside Inn through Hotels.com. we paid individually for the rooms when we got there. On night 2 one of the people in our party was woken up by the smell of smoke and a fire next to his head, coming from the coffee pot. When he tried to unplug it, it was too hot to touch. He got it unplugged and brought it to the front desk, where he was blamed for the fire. They placed him into a new room, within hours, he noticed bed bug stains all over his new bed. When he went to the front desk again the manager became defensive and told him if he moved rooms again he would not be allowed to ask for a refund. He was then moved back into the room that had the electrical fire in it, with a new, unplugged coffee pot. On night 3 another party member heard a pop and gurgle come from their bathroom, when they went to check the sink and toilet were filling up with dirty water. The hotel tried to fix it and started that they would have to move rooms. When they got back that evening, they were told they had 30 minutes to pack their belongings and move to the other room because they had to clean and sell their original room that night. And on day 3 the 3rd room's bathroom lights and fan went out *** the manager was in and out for hours trying to fix it. When we requested a refund we were told to call hotels.com. I called and we were told all hotels.com could do was request a refund since we paid at the hotel, not online. The hotel denied the request stating that it's in their policy that they do not give refunds. (I have looked everywhere online and requested copies of what we signed there, they don't have that policy stated anywhere.) I called hotels.com again hoping we could get this resolved, and again, they denied it. At this point, I would like a refund for all 3 rooms, but if that's not possible, I would like a refund for the person in our party who was put into a life threatening situation (electrical fire) and blamed for it.

  Customer Answer

  Date: 06/11/2023

  I have not heard from the business in response to my complaint.

  Customer Answer

  Date: 07/07/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room at this establishments for our honeymoon.There was blood stains covering the comforter the comforter also has huge holes the room was dirty.No elevator in the establishment.Ive tried multiple times to contact the manager including several calls and emails and messages left. Staff was rude and liars and not helpful. I paid a high price for this room and it was just an awful experience we didnt get much sleep because of the situation. I called the front desk for pillows and change of sheets and a clean comforter all went unheard. There has been no calls or messages returned. Im requesting a refund from this business. Staff and website states breakfast is served. The rooms are not cleaned or update or kept to code. The grounds are littered with goose p*** The staff flat out told me wasnt doing anything for us

  Business Response

  Date: 10/12/2022

  This complaint is being actively investigated.  we do not have a reservation under this person name,

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes myself and my wife had booked a room there for July 21 to July 26 . I got a call from back home after three nights that I had to get home . So I went to the front desk and told them I have to leave . So the person on the desk said we may be to late to cancel for tonight and I said Ok , but she said for the last night i should get a refund and I said fine . So I called them after a few days and was talking to Al the ** and he said that there was a refund for two nights put back to my wife's card . We have been waiting and no monies are back to the card . Now i have called them 15 times in a month and still no money back . So as I said I was told that we are getting ****** U S back to the card and it is well over a month now with not a thing . BBB can you help us please resolve this matter ?*********************

  Customer Answer

  Date: 09/11/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/25/2023

  credit issued for $211.12 today 7/25/2023

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Wakefield Inn on August 20, 2022. When I arrived at approximately 930 PM there was a large party happening. I was informed the party would end around 10pm. The party went on into the early hours of the morning and I finally got up to complain that I was unable to sleep due to the loud music. My room was placed RIGHT next to the even room. The front desk could care less that I was unable to sleep and said "sometimes they open the door". I went back to my room and was unable to sleep due to the chaos surrounding me.My room was not clean and there were multiple hairs on the bed sheets. There was no coffee of breakfast as advertised in the booking. The hotel was not at all what is advertised online. I have attempted to resolve this issue with the property and continue to be told that my complaint will be passed along to the General Manager and that he will be in "the next day" I have been told this 3 days in a row. The employees are extremely rude and are not helpful at all. I have been hung up on twice by the property while attempting to speak to the general manager to finally get my card refunded.This property is disgusting, the advertising for the property is misleading and I would never ever recommend someone staying here. I am beyond dissatisfied and I will file a dispute with my card company if they are unwilling to refund me.

  Customer Answer

  Date: 08/30/2022

  Good Afternoon, 

   

  The address is:

  595 *********

  Wakefield, ** 01880

   

  Telephone number: ************

   

  Thank you!

  Customer Answer

  Date: 09/09/2022

  I have not heard from the business in response to my complaint.

  I have called multiple times requesting to speak to a manager and I have been denied each time.  I have been told he will call me back and he never has.  

  I have been hung up on multiple times by the staff and they have not offered a resolution to my complaint. 

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Online it said that they had a pool, game room, and a bar. They also offered breakfast for breakfast, and an ice machine. When I got there the pool room, the pool, and the bar were all closed. When I got up to my room it was dirty, the headboard was broken, and the ice machine did not work along with my refrigerator. When I complained to the front desk they acted like they were not going to call the manager but then I was told the manager would be in the next day.. I had a vacation planned along with tours I had paid for in advance. By the time I got back the owner was gone. He sent me a message on Expedia saying he would refund one night and switch me rooms but he didn't tell his staff.. It has been 2 weeks and I still have not received my refund. I contacted Expedia and they told me I wouldn't get a refund until I proved he said I would get 1 I would get 1 and then they said I would get a refund. I still have not received it though the owner says it has been processed. I have picture evidence to prove everything I've said.

  Customer Answer

  Date: 07/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The company finally met my request after the bbb contacted the business. Thank you for all of your assistance!
  
  Regards,
  
  ************************* ****

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday July 2nd of 2022 my mother, **** St. ******* who made and paid for the two rooms at the Lakeside Inn checked us into the hotel when we arrived in the afternoon. While checking in we asked if the pool was inside or out, and they told us it was not open. Then we asked about the free breakfast that it said on the website it had and they said there is no breakfast. At this time, they had already run my mom's card and given her the keys. We had my two nieces who are young and only booked the hotel because it said there was both a pool and breakfast. After we were told that by the general manager who was standing there, we had to find another hotel to book at. We never entered either room. We asked for a refund and the general manager refused to give us more than a one-night refund when we were booked for two nights. He tried to tell us the website did not state a pool and breakfast, so we pulled it up on our phone and showed him. He still refused and walked away denying it. My mom had booked through a third party and so we were told to cancel through them. We did and we asked them for a full refund. They said they had to speak to the hotel. They then told us the hotel refused and would only give one night. I asked to speak to an owner or someone above the general manager. He refused. I have called every day since asking to speak to an owner and have been told no. I have sent emails and was promised by a female who answered the phone that it would get forwarded to the owner and not the general manager and still nothing. We were not the only ones that had these same problems. A women saw we were upset and approached us outside to tell us the same thing happened to her. We booked under false pretenses and want a complete refund for my mother which would be another $210 plus change. They have since changed what it said on their site but we got a screenshot from 7/2/22 as proof. and now we are reading all these horrible comments that back up our situation.

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations for two rooms for two nights. The nights were for July 2 and 3. I found this place on the internet and it stated it had an outside pool and included a buffet breakfast.When we arrived we were all hot and tired. First questions was where is the pool? We were now told that their pool has been closed for 3 to 5 years and that there was not any continental breakfast.We did not want to stay. Requested refund. Paid $420 They only refunded half.They lied on their website.We left, found another hotel in Danvers.

• Initial Complaint

  Date:05/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im homeless, tuesday night I needed a bed. Im disabled, rarely Ill get a room. I have my dog with me. I filtered in Booking.com pet friendly motels. Wakefield Inn came up I booked a room for 2 nights. As I approach the Inn Im told no pets. I called Booking.com about the glitch in their app and what happened. I was told nothing they could do. I canceled the reservation for a fee of $127.00. They still charged me for 2 nights $245.00. I slept in my car again. Im homeless and disabled, I live on $800 a month. Wakefield Inn stole 245 dollars from me. Nobody seems to care! If been left on hold for hours and one employee just kept hanging up the phone when I called. Please help me!