Complaints

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit down on a room at this Inn. When I went to move in on 11/09/2024 there was no one there to allow me in nor was there any phone number to contact anyone besides the office number which was closed. I returned the next day at 9 am with the same result. I called several times with no response until 11/13 in which I was informed that I would not be getting my deposit back. In the advertising it was said that the deposit would be returned to me if there were no damages to the room. I never used the room so no damages were done. They are still saying that the deposit was to hold the room not a deposit but it clearly says in the add that it was a refund. Unfortunately the add was taken down before I could take snapshots of it.

  Business response

  12/11/2024

  **** ******* put a $350.00 deposit for Room 3 on 11/03  which officially "secures the room" allowing it not to be rented to anyone else. He was supposed to move in on 11/09. He sent an email stating that he found another place to rent on 11/9. The only refund on a Security Deposit is when a guest moves out presuming the room is re-rentable. In his case, he never moved in, but we were still securing his room.  There is a phone number (mine) on the door indicating to call for Assistance. I was here on 11/9 as I needed to collect his rent to move in. I never saw him nor did I hear from him. Should you need more evidence on the above complaint, please contact me. Thank you. *****

  Customer response

  12/13/2024

   
  Complaint: 22617426
  
  I do not accept the business's response as a resolution to my complaint because: The original add never stated that the deposit was to hold a room. It stated that the money would be returned after leaving the room. If that was the case I wouldnt have put down a deposit. The only phone number on the office door was the office phone number. They had my phone number and never contacted me until 3 days after my move in date. As far as Im concerned there was false advertising on there part. 
  
  Sincerely,
  
  **** *******

  Business response

  01/07/2025

  Here is the craiglist listing for winter rentals. .************************************************************************************************ . Please note the Security Deposit  language. Also, here is the Lease Agreement which states the following: ? Deposit: The SeaScape requires a $350 deposit from all winter renters. The deposit covers any abnormal wear-and-tear such as excessive cleaning after move out, damages, or smoking in the room.
  If you have complied with all terms of the contract, the SeaScape will return your deposit in full. If the SeaScape finds any damage, smoking, or other  (*see page 4) the SeaScape will give written notice with an itemized list as to why the full amount is not being returned or a partial amount returned. Your Deposit will be returned within 15 business days, after your departure. You are responsible to ensure the room is clean and immediately rentable, if NOT, your Security Deposit will not be returned.

  Reminder, he did not move in indicated, thus he held up the room for 7 days, which was unrentable and the Security Deposit "holds the room". As I mentioned, please contact the motel for additional information. The room could not be rented when a Security deposit is applied. 

  Seascape Inn.
  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found the motel online. The advertising showed a very clean establishment that stated no smoking and was very clean. We arrived to find the rooms (we were shown three different ones) with very bad odors including smoke from cigarettes and a fishy smell. My wife and I explained that this was totally unacceptable and that the bathrooms were dirty as well. One of the owners told us that she was sorry but they would not issue a refund. I asked about a partial refund including the fee paid for our registered service dog. She got mad and said I said no. We left and found another place to stay. I called her one more time to try to resolve the problem to no avail. I called again a week or so later and talked with a male who became very verbally abusive and threatening.

  Business response

  09/28/2022

  On June 11,22 I received an email from "**************@gmail.com (***** *****) requesting a room for 2 adults and a small service pooch for June 30-July 2nd. He provided his phone number as well as his wifes. Since that email, there were issues with his credit card, as we charge on the day the reservation is made. So several phones with he and I were made.  He mentioned he found us on-line. Our Website is very detailed as to the "rules" of the motel, there are No Refunds, No Deposits, No Smoking, and yes, we are pet friendly. Again, he and I talked many times as he kept on changing the dates of arrival. He did arrive, he had a balance due, paid it and I showed him room 4, with 2 beds as he requested.  His wife did not like the room, indicated it smelled like cigarette smoke. I am a non-smoker and I inspect each room early in the morning for arrivals. I did not smell cigarette smoke. I gave her my apologies and showed them (3) rooms, his wife again did not like any of them. She then told me she had "severe allergies", the first time I had heard this. Again, keeping in mind, ***** and I talked many times, and he never mentioned his wife's condition. After about 20 minutes, ***** came into the office and said " my wife doesn't want to stay here she has emotional issues , thus the service dog to keep her comfortable". He wanted a Refund, which I immediately said, we do not offer Refunds and you are welcome to check other motels on the Beach, as no motel offers Refunds. I did offer him another timeframe (ie. this year) to offset the no refund. He said no, due to his wife's unwillingness to stay here. He mentioned in his complaint about me being mad. I wasn't mad, however, since I manage the Motel, I need to be firm. This is a 22 room motel and the rooms I showed him, always get rented and very few complaints.  ***** also mentioned about the man who answered the phone , I was not here so I cannot respond. Also, ***** felt threatened in speaking with him? Possibly *****'s verbal approach on obtaining his refund? In closing, we are a friendly Motel on the end of Hampton Beach (North Beach). We try to please our guests. If I had known about the allergies of the wife prior or during our discussions, I would have recommended other motels. We are a Pet Friendly motel and I have since put up on our booking engine, to indicate about any health issues/allergies as it's important to address them upfront prior to taking a charge for the room, as there are No Refunds. Cathy, General Manager.

*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. ↩