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    ComplaintsforBarrington Hotel

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Did not have heat or hot water in room for 3 days Hotel mgt did not offer to move us nor get it repaired This was with a group tour From Gannon Travel

      Business response

      12/27/2023

      The time the guest was staying at the hotel we had a total of 5 motor coach groups in house.  With this many people taking showers approximately at the same time, we did experience a hot water shortage and received an apology.  Ms *****  later complained about no heat on the second day and our Maint Engr checked the heat unit and found that the switch was in the off position.  Once it was taken care of, the heat was working and confirmed to guest.  We do not provide full service daily, only replace towels and trash.  Guests are aware of our service policy.  Apparently there were soiled linens thrown in the bathroom and at that time we were not aware of the issue. This room did receive full service housekeeping after we were advised.   The Tour Operator of this guest stay is aware of the issues and we do not feel there is an adjustment due.  
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      DATE OF 7/5/22 BOOKED THE HONEYMOON SUITE ON THE TOP FLOOR ($170.00). GET THERE WE WERE TOLD THAT OUR ROOM WAS ON THE 3RD FLOOR WITH PEOPLE ABOVE US. I TOLD THEM THAT WE BOOKED AND CONFIRMED THE TOP FLOOR. THE MANAGERS RESPONSE WAS "WE DON'T HAVE A HONEYMOON SUITE ON THE TOP FLOOR, ITS ON THE 3RD". PROCEEDED TO LOOK AT THE MAP OF THE PLACE AND POINTED OUT THAT THERE WAS IN FACT A HONEYMOON SUITE ON THE TOP FLOOR. THEY STARTED HEM HAWING AROUND FOR ABOUT 5 MINUTES AND FINALLY GAVE US THAT ROOM. WENT UP TO THE ROOM AND THE ROOM WAS ABOUT 20 DEGREES WARMER THAN THE HALLWAY. WE TURNED THE AC UNIT (VERY RUN DOWN) ON TO 60 DEGREES AND WENT TO LAY ON THE BED AND WATCH TV TILL THE ROOM COOLED OFF STILL WAITING ON THE ROOM TO COOL OFF. WIFE AND I WERE SWEATING SO BAD THAT WE HAD TO STRIP DOWN AND LAY ON THE BED. WAITED AROUND 20 MINUTES OR SO (STILL SWEATING LIKE IN AN OVEN). DECIDED TO LEAVE FOR A FEW HOURS ASSUMING THAT THE ROOM WOULD COOL OFF WHILE WE WERE GONE. CAME BACK TO THE ROOM AROUND 8:30 PM, AND THE ROOM WAS STILL 80 SOME DEGREES. HAD NOT COOLED OFF AT ALL. WENT DOWN TO THE FRONT DESK (BECAUSE I STILL CANNOT USE THE PHONE), AND SPOKE WITH THE MANAGER AND THE FRONT DESK CLERK (THE OWNER MAY HAVE BEEN THERE ALSO, IDK) AND TOLD THEM ABOUT THE AC NOT COOLING THE ROOM. WAS TOLD THAT I HAD A BOX FAN IN THE ROOM AND I COULD USE THAT (SO OBVIOUSLY THEY KNOW THE AC DOESN'T WORK GOOD). WAS TOLD THAT THEY WOULD NOT BE ABLE TO GET IT LOOKED AT UNTIL THE NEXT DAY. NO OTHER SOLUTION SUCH AS MOVING US TO ANOTHER ROOM, OR ANYTHING. WENT BACK UP TO THE ROOM AND PACKED UP OUR STUFF. RAN INTO ANOTHER COUPLE AS WE WERE LEAVING AND ASKED THEM ABOUT THEIR ROOM AND THEY SAID IT WAS NOT COOL EITHER. CHECKED OUT AT 9:15 PM. TOLD THEM WE WERE LEAVING AND ALL WE GOT WAS A GOODBYE. ASKED FOR A RECEIPT FOR THE ROOM AS A LOT OF REVIEWS HERE ON THIS HOTEL SAY THEY WERE DOUBLE CHARGED, AND WAS TOLD THAT THEY COULD NOT GET ONE BECAUSE IT DOESN'T

      Business response

      07/25/2022

      This letter is in response to ID ********.  Re:  ***** ******

      Mr. ****** and his companion arrived at the Barrington Hotel on July 5, 2022.  Mr. ****** stated that he had requested a Honeymoon Suite on the top floor.  At the time Mr. ****** made his reservation the Honeymoon Suite on the 4th floor had already been assigned.  Our front desk attendant checked and found the reservation had been cancelled.  I was behind the front desk at this time and directed our front desk attendant to reassign Mr. ****** and his companion to the suite which had been cancelled per Mr. ******'s request.

      Mr. ****** and his companion went to the Honeymoon Suite on the 4th floor.  Several hours later they called down and said the air conditioning was not working properly.  When I spoke to Mr. ****** I explained that the temperature that day was over 105 with the heat index even higher and that his room was located on the west side where the sun spends the afternoon.  That KY-3 News and Weather had been running segments on the extreme heat and that air conditioning would not be able to chill and cool normally with the extreme heat and that air conditioning would not be able to chill and cool normally with the extreme heat.  I further went on to explain that during this heat you could not get any room to cool down to 60 or 65 degrees.

      Mr. ****** and his companion used the Jacuzzi tub.  Sitting in a hot tub full of hot water will naturally raise anyone's body temperature!

      Mr. ****** and his companion came through the lobby at or around 9:30 pm, slammed the keys down on the front desk and stated they were going to the Carriage House.  They did not like our hotel.  I immediately went up to the room to check the temperature and condition of the room.  At that time, the room was comfortable but not 60 degrees.  There was strong evidence that the hot tub was used as well as strong evidence that the bed had been used for extra activity.  Both of these activities will cause body temperatures to rise, sometimes significantly.  It was quite evident that the room had been well used.

      We do not feel that Mr. ****** has any refund coming.  He and his companion spent several hours in the room and used the room for their personal use.  Guests use hotel rooms sometimes for a few hours as well as for an overnight stay.  Barrington Hotel is responsible for providing a clean and comfortable room which we did.  It is then up to the guests to decide how long they stay in the room and what activities they do in the room.  The room had to be cleaned and prepared for the next guest to check in which could only be done on July 6th, the next day after 11:00 am when Mr. ******'s reservation expired.

      When Mr. ****** left and asked for a receipt, I explained that the charge would not be charged until the night audit was run.

      I hope that this response answers any and all of your concerns.

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