Hotels
Grand Oaks HotelThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Hotels.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/05/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I stayed 3/24/2023-3/26/2023 I paid up front $476.05 & when I got there had to pay $100 security deposit that I was unaware of when I paid for the room. I was told I would get deposited back after I checked out. A week & a half goes by and Me kept calling about the deposit. Someone tells Me I won't get it back cause I was smoking in room & I don't even smoke.Business response
04/18/2023
4/18/23
We are a non-smoking hotel and they sign at check in that they know we are non-smoking and if they smoke in the room it is a $100 cleaning fee.
On March 26th upon check out their room was checked, when the room smelled of smoke and the items in the pictures attached shows that someone had some sort of smoking materials in the room to go with the smell. The room was out of order for a day to get the room cleaned so the next guest if they have allergies was not affected.
So no refund is in order in this case. There is an outside door 30 feet from room that they can walk outside and smoke.
Thank you
**** *****
Customer response
04/20/2023
Complaint: ********
I am rejecting this response because:
I always clean any room I stay in outside of the bed sheets & towels used. I don't smoke & the staff seen us come in with our own trash can, so if they went through the trash, I couldn't start to tell them what that is. For the towel, they were on the floor by the door & smell of smoke that's false cause I wear smell good that I stay spraying Myself with all the time & some say I over do it. I travel so much any hotel can verify, I've never had a problem with getting My deposit back. If I smoked, I wouldn't go through this.
Sincerely,
******** ******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.