ComplaintsforBridge Pointe Hotel & Marina

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked this hotel to visit ************** for a friend's wedding. We booked this hotel and arrived late at night. The next morning when we showered we noticed the bathroom was covered in mold which explained our cough and stuffy noses the night before while trying to fall asleep. Since leaving the hotel these symptoms have disappeared. After deciding to book a new hotel for the remainder of our trip we asked to be reimbursed for the second night at Bridgepointe since we had to pay for a room at a separate hotel for that same night. They denied this request so I then showed them the pictures of the mold and bloodstain on the sheets (this stain was on the bed we did NOT sleep in). They still denied. The conditions were hazardous to anyone's health in that room and then denying even refunding only the night we did not stay is ridiculous. This hotel is unsanitary.

  Business response

  10/10/2023

  While we don't show a guest by this name we can say that we hate when any guest is not 100% satisfied and do everything in our power to correct any issue. Unfortunately there are times when a guests behavior and treatment of staff rise to the level we are no longer able to assist them. Our rooms are thoroughly and regularly checked by the ** ***************** and we can promise there was no mold in the room and any issue there may have been could have been easily corrected had the hotel been given the opportunity and the time to investigate rather than a scene being caused in the lobby and staff being mistreated. 

  Customer response

  10/10/2023

   
  Complaint: 20710927
  
  I am rejecting this response because:

  I provided pictures of the issues so the denial is being made with evidence provided. My fiancee, ************************* was the name on the reservation. I attempted to reasonably and politely ask for a refund for only the night we decided to pay for a different room. The lack of hospitality and understanding resulted in me asking for a full refund. The behavior and lack of hospitality by the hospitality staff led to the request for a full refund. I believe the fact that i disclosed there was mold in the lobby does not mean a scene was caused, I simply stated a fact of our stay in public. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into Bridge Pointe Hotel & Marina on Saturday, March 11, 2023 for a one night stay. I was accompanied by two other friends. While trying to get settled in our room, I noticed there were was a small ***** crawling around the bathroom sink. I grabbed the tissue paper to kill it. About 10 mins later, I went back in the bathroom and saw another small ***** crawling from the baseboard around the sink. Immediately, I went to the front desk and told the agent at the desk. I asked if there had been ******** concerns and she stated pest control had come out recently for routine maintenance, but there were no pest issues. The gave us another room and when we looked in the bed behind the pillow, a larger ***** was crawling out of the pillow. This transpired in less than two hours. I went to the front desk and asked for a refund of my stay. I was told that only the manager could process a refund and that the manager would not be in until Sunday-the next day. We left peacefully to another hotel. On Sunday, I asked for he manager but was told that they would not be in again until Monday. I received a call on Monday from a private number and a voicemail from the manager that they would only refund me 50% of my stay. My friends and I were there less than 2 hours (including the time being switched to another room). I have tried to call the hotel several times and have not been in direct contact with the manager. We also had to get police involved because my friend's purse was stolen from the hotel, but "replaced" once we got police involved. The front desk agents were dismissive and rude. I have video recording of the roaches crawling on the bed. I would like a full refund of my stay.

  Business response

  03/15/2023

  We appreciate the opportunity to explain that the room was thoroughly examined by our professionals and no issue was found as well as no video or pictures ever supplied by the guest. We're happy that after the guest left their purse behind we were to be able to return it with all items secured. At no time was the purse stolen, it was left behind by the guest because it was accidently covered up by the duvet where staff located it when removing the dirty linen. This was all verified by management who then responded accordingly. Thank you 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my wife stayed here 2 weeks ago now and the toilet constantly ran and didn't flush and the outlets did not work. The room was also nasty and had a wet smell. We were told we had to hold the handle down for a few moments before it would flush and that there was nothing they could do about the outlets. We requested a refund and the front desk lady was extremely rude during this whole transaction. I have since tried to call the manager and left 3 messages with no response. This place is extremely unprofessional and will not give you anyone else to speak too because apparently the manager ******** is the only person. I would love to speak to the owner of this place and enlighten them on how terrible their staff is. Down below you'll see what they left us as we gathered our things before leaving as we did not spend more than 10 minutes in the room.

  Business response

  07/28/2022

  I am responding to this email the same day it was received as I also returned ******** calls the same day but was unable to reach him each time. I attempted to reach him again today but was again unable to. There were no reports of a smell but the guest did report his toilet was giving him difficulty when flushing and that his wife's items wouldn't stay plugged in. We immediately sent staff to the room but they were not able to find an issue with the toilet and our outlets are standard outlets with no previous issue as well as no issue since. We do want our guests to be comfortable and since it was not feasible to change the outlet at that time we offered to let ****** and his wife change rooms, which they refused. While the issues reported do not rise to the level of refund in addition ****** reserved under the Prepaid program through a third party Travel Agent. When he chose to reserve through this program he received a discounted rate for agreeing to not cancel or receive any refunds. Thank you

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When checking into the hotel, upon arrival into the bedroom you could immediately smell mildew and mold. Upon further inspection of the hotel, I noticed and have pictures of mildew on the entire curtain over the window, mildew on the ceiling tiles. Water damage on the walls under the AC unit, holes in wall around the outlets, a hole in the shower that led to inner wall space, moisture that was still wet on the floor next to the bathroom, and outlet plugs popping out of the lamps. Upon complaint to staff we were told the manager was unavailable at this point. When the front desk was told they stated that they did see the room at first and it was the same as other rooms. Upon that my party promptly left the hotel and stayed at another. hotel called me later reporting that they did in fact actually go to the room and notice all we said, and agreed it was uninhabitable and that they would in fact return our money. That we needed to call price line for them to contact The the hotel who agreed upon money return. Priceline informed us that they denied making this offer and that as we checked in money could not be returned. Unfortunately as the rules go with hotels we can not inspect the room or even see it without checking in so that was always going to happen regardless of the state of the room. My major concern being that every member of my party has a respiratory issue to which the mold and mildew could potentially be lethal. Including emphysema, asthma, and post hospitalization pneumonia recovery. And currently with Covid 19 everyone’s respiratory system is very weak. For a hotel like this to be in this state is inhumane and deplorable. This took place on July 7th 2022. We had come into town for my aunts funeral and estate management. It was already a difficult time for me an my family, and we needed a clean and cooperative hotel to come back to after a day of hard decisions and grief. And what we found was dirt and mildew and a lack of cooperation.

  Business response

  07/13/2022

  We're happy to report there is no mold in the room and the maintenance issues that were reported were immediately fixed and we appreciate the guest letting us know. In regards to the refund, I'm not sure why the Travel Agent told them otherwise but not only did we agree to the refund, it was done immediately on 7/07/2022. When reserving the guest paid the travel agent and the agent paid the hotel, the agent has been credited and should have extended the credit onto the guest.  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  September 24th we had reservations at the Bridgepointe Hotel in ******** NC. When we went to go to bed that night we realized the bed linens had never been change from the last guest. There were a pair of filthy socks in the bed. We called the front desk, someone came up to change the sheets. The next morning we realized the towels had never been changed out as well. They were very dirty. I took the towel to the front desk when we checked out. I asked for a refund and was told since we booked through a third party the manager would need to call the booking co. I gave them my cell number. This was on Saturday morning. No one called me back bi called and left a message with the manager at the beginning of the week. She said that the person responsible for cleaning the room had been fired, but we would not be refunded because we didn't book through them. This is totally unacceptable, we paid $125.00 for a room which clean linens shouldn't have to be questioned.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/10/04) */ Thank you for the opportunity to clear up any confusion. A situation like this is never ok and is always taken seriously which is why, as stated by the guest, we immediately rectified the situation as well as terminated the associate. The guest stayed and used the room and services until check-out time the next day. We understand it's difficult to not make further assumptions and understand the need for peace of mind so while we guarantee the towels were new and clean, we immediately replaced those as well. As explained to the guest there is no refund due as the issue was immediately corrected and the guest spent the entire night in the room. Any further discount is impossible due to the fact that they did not pay the hotel. The guest reserved through a third party agreeing to no discount or refund and in return received an already discounted rate. The guest paid the travel agent who in turn paid the hotel with a totally different credit card. It is impossible to discount a guest even when they agreed not to be when they did not pay the hotel and the hotel has no access to the guest credit card Consumer Response /* (3000, 7, 2021/10/04) */ We did not know what to do at 10:00pm at night so of course we had to stay. We were not offered any other options. We didn't say anything about the dirty towels until the morning because that's when we used them. As far as a refund, a good business practice would be to give the customer a voucher etc. making a reservation with a third party and or no refunds should not apply to something that is not in the control of a patient g guest. Business Response /* (4000, 9, 2021/10/04) */ While we understand the frustration with the situation and wish there was more we could do, we do not have that ability in any situation. Thank you again for the opportunity to clear up any confusion.

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