ComplaintsforSilverland Inn and Suites

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/4/2023, I made reservations for two (2) rooms at the Silverland **************************** in *************, ** for the following year 7/3-4/2024. The rooms were a Jr. ***** with a connecting double queen room. On 6/10/2024, I called Silverland Inn to confirm my reservation. They advised that the rooms had been cancelled because they could not contact me. The women I spoke with said they tried "numerous times to contact me to confirm." She said they tried my email address and phone. She said they used the email address of ******************** and my home number *************, which has been disconnected for 10 years). I told her the phone had been disconnected and I did not receive any of their emails. I told her that they DID have my current cell number because they called me last year to confirm. In checking with my cell bill from last year, on 6/28/23, I received a call on my cell number *************) from Silverland Inn to confirm my reservation for 7/3-4/23, She then told me that they had a Jr. ***** with a connecting double queen room for $1,100.00. MY ROOMS that they cancelled!! I believe they cancelled my room because they are price gouging and trying to make an extra buck. In addition they have RUINED my family's 4th of July celebration! We have been coming to this hotel every year for the 4th of July for many years. There are no other hotels available for this time. ALL TO MAKE AN EXTRA BUCK!!! I'm not sure if there is anything BBB can do, but I just don't want this to happen to any other family.

  Business response

  06/22/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced.
  
  The Silverland Inn was purchased by new ownership in December 2023. At that time, we requested a complete list of future reservations from the previous owners. Unfortunately, due to an outdated property management system, we only received a partial list of these reservations. It appears that your reservation might have been among those not provided to us. We regret any impact this may have had on your travel plans.
  
  Upon taking over, we implemented new booking confirmation and cancellation policies to address the significant business losses incurred by the previous ownership. We understand how frustrating this must be, and we are committed to ensuring a smoother experience moving forward.
  
  Regarding your concerns about pricing, we strive to offer rates that reflect current market demand, a common practice in both the airline and hospitality industries. We aim to provide competitive pricing and value to our guests. 
  
  We also noted that you have already booked accommodations with us for next year. If you feel that another property might better suit your needs, we are happy to offer a full refund for your 2025 reservation. Please let us know how you would like to proceed, and we will ensure your satisfaction is our top priority.
  
  Thank you for your understanding and for allowing us the opportunity to address your concerns.
  
  Best regards,
  
  Management  
  Silverland Inn
  

  Customer response

  06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

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