ComplaintsforHideAway Country Inn

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I booked an anniversary weekend. We booked a couples massage. Upon arrival we were told the massage people tend to not show up so we wouldn’t be charged until we receive our services. 15 minutes after we were scheduled we were told the person was ill. Why isn’t there a backup? Also we could not get dinner on Sunday because on Saturday morning the cook was ill. We wanted to leave and it was implied we WOULD receive a refund of that night but they will not issue it. $240. Why stay when we can’t even get any of the services?

  Business response

  10/19/2023

  the guest was NOT charged for the massage  

  chose to leave on own accord . Offered a free night.
  lodging has nothing to do with massage. Separate service. 
  
  I know of no other spa that has last minute staff in case of illness. 
  

  she agreed to terms and conditions prior to stay.   

  Again, I’m so sorry that the people got sick that is completely 100% out of my control. I was trying to do what I could to make it up for you. I hope you have a great rest of your day.
  ****** ******
  It's a relaxing day...
  HideAway Country Inn
  1601 State Route 4
  Bucyrus, OH 44820
  419-562-3013 office
  Cell: ************
  
  On Oct 18, 2023, at 4:44?PM, ***** **** <*********************> wrote:
  
  
  ?You are offering one night free with booking of another. I have already paid for that night since we had no services for the Inn and left.  I understand people get ill but there should be a back up plan. Being told the people flake out all the time and then being told they are ill makes me question. If i was not going to be issued a refund that should have been clear. It was very implied i WOULD receive a one night refund if we left. I could call the credit card company, but putting our experience on social media would be better  for other people to know.
  
  
  Thanks for the bad experience. 
  
  Sent from Yahoo Mail on Android
  On Wed, Oct 18, 2023 at 1:41 PM, Innkeeper Hideaway Inn
  <*************************> wrote:
  ***** and *********
  I hope this message finds you well. We appreciate your understanding and patience in the recent situation where the personnel scheduled for your services fell ill. We understand that you were not charged for these services, and we want to provide some clarity on this matter.
  As you may already be aware, due to unforeseen circumstances with our staff, we were unable to proceed with the scheduled services. Since the services were not rendered, there will be no charge or cost associated with this appointment.
  Our primary focus is to ensure your satisfaction, and we genuinely value your business. If you have any further questions or concerns or would like to reschedule your appointment, please feel free to reach out to us. We are here to assist you in any way we can.
  Once again, we apologize for any inconvenience caused by this situation, and we appreciate your understanding. We look forward to the opportunity to serve you in the future and provide you with the excellent service you deserve.
  We would like to offer you a special discount upon your next stay with us before January 1, 2024. It is important to us to have a great experience in your memory of your honeymoon.
  I would like to offer you 2 nights for the price of one special anytime before December 31, 2023 excluding holidays.
  Please let me know when you are available to take advantage of the FREE Night.
  
  
  ****** ******
  Owner
  On Oct 18, 2023, at 12:18 PM, ***** **** <*********************> wrote:
  My room was nice.  But upon check in we were told the charges for the spa would not be charged until dat of service.  Due to the massage people fake out alot. Then 15 minutes after our time was supposed to startwe were told she called and was sick. We couldn't even get dinner at the inn. Makes it hard to have a romantic night in. When you can't get services. When i said we wanted to leave i was under the impression i would get a one night refund. No effort was even made to keep us. And it was implied that i waould get a refund for one night but it couldn't be done till the next day. $240 is what i figured.  But nothing! Something should of been done since it was beyond our control. 
  
  
  ********* **** 
  
  Sent from Yahoo Mail on Android

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We reserved the Cherry Suite Sept 9-11, 2023. This basement suite is damp and smells of mildew. The owner, ****** ******, does not dispute this fact. Since the Inn was totally booked on Sept 9th, we had no option of staying in another room. The Cherry Suite has a Steam Room. There were no instructions in the Suite binder. Without instructions, we couldn’t use the Steam Room on Saturday. Sunday we asked *****, one of the staff, for help. She texted Snow, the GM, for instructions. Even with these instructions, the Steam Room did not work. The copper tub has a leaky seal and does not hold water. We mentioned this to ***** as well. On Monday, I was in the Cherry Suite with ****** and Snow. They paged through the Suite binder together. Not finding Steam Room instructions, they said, ‘It’s not here, it should be on page 2.’ A partial refund was requested. ****** declined, stating that the Suite had been deeply discounted. That’s a non-issue. She offered a vague discount on a future booking. HideAway Inn is on the market and listed for sale. Why would a future discount even be considered reasonable? In passing, I mentioned to ****** that years ago I stayed at the HideAway Inn a couple of times, once with my daughter, another time with a dear friend. She asked me for the dates. After about 20 years a person doesn’t remember exact dates. She insisted several times that she needed to verify that I stayed at the Inn. Another non-issue… The first email that I sent to ****** was Sept 13th. She responded to two of my emails without a satisfactory resolution. She said that I received email instructions for the Steam Room. I did not. I asked repeatedly how many total HideAway emails were sent to me prior to our arrival. She did not respond. I have emailed several more times and have received no response. Bottom line…We did not receive what we were promised and I am requesting a partial refund of $125.00, about 1/3 of what we paid for our stay in the Cherry Suite ($373.44)

  Business response

  09/25/2023

  ****** ******,

  Has Never stayed as a guest prior to this reservation. In 34 years of business we have records from day 1. She could not remember Daughters last name nor dates of stay. Nor could she remember "friend" name or dates of stay. 

  The steam room controls we pushed so many times it went into sleep mode as any high tech item does. The instructions were in the room in the 3 ring notebook. 

  After they left I reset the equipment and the steam room worked beautifully.

  ** ****** had received emails, prior to her arrival to her false email account. She did reveal she gave us a false email upon reservations as she thought she would get spam from us. Instead the electronic means to allow check in comes to guest phone. Contactless check is could not happen since the email was false. The instructions on steam shower, check in and check out procedures were sent to her, as well as other ite** she could add to her stay. But with a false email we could not contact her. 

  On her second night our Staff member, Laundry lady, tried to help her when she said she didn't know how to turn the steam shower on. Staff member reached out to the GM to let her know. GM responded how to work the steam shower. The last form of information is given upon checking in. Guests are given a paper itinerary with the G** 24/7 phone number via calls or text. Not once did **. ****** reach out to 
  GM.

  This suite normally rents for 400 dollars per night. Last minute reservations - as they were "driving by" and decided to stay at the discounted to the 125 last minute no breakfast rate. She insisted breakfast was included, to the laundry lady. To make the reservation you have to check "I understand " that you have read our policy and procedures. ** ****** checked the box. It states the suite is not suited for guests with asthma or those sensitive to nature smells of the country.  ** ******, tore the suite apart looking for ite** for a refund. We have natural spider deterrents hedge apples - osage-orange fruit. She thought it as a ball of poop that was missed in cleaning behind the toilet. The fruit is placed under the king-size bed in the middle of the bed.  I have no idea how she was able to get this ball out from under the middle of the King bed and place it behind the toilet. 

  She complained about everything.  Electric sockets placement. The L E D lights did not dim. The smell of the wood burning fireplace. The color of the floor. The bathroom door. The steps leading to her suite. The lock on the door. 

  I was not going to argue with her. 

  I offered to comp her 125.00 off a one night in a different suite in the future by the end of the year, no holidays, no special events. ** ****** was pleased with compromise. 

  Then the multiple emails ensued asking to see prior arrival emails and gave us her "updated" email. I asked one more time the name and/ or dates the prior reservations were under. NO response. Now she has contacted you. 

  I am still happy to honor the 125 discount off of one night on the weekend. Weekends are 2night required stays.  ** ****** stayed 2 nights. She notified me upon check out. 

   

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Bought a 3 day romantic getaway at Hideaway Country Inn. We were going to stay there October 22nd, 23rd and 24th. Our apartment had a full kitchen so we decided to buy groceries for 3 days instead of going out to restaurants during our stay. When we drove up to the Hideaway Country Inn we were disappointed from the start. The building that we were to stay in looked very old and run down. It was in desperate need of a paint job and when we walked our groceries and luggage up the stairs to our apartment, parts of the handle of the stairs were loose and about to fall off. We made it into our apartment and to our surprise it looked good but a closer examination showed that all the furniture was dirty and my wife had to wipe down the entire apartment from the furniture to the the kitchen cabinets. We also noticed that the bathroom was not up to par either as far as the cleanliness was concerned. Even then we tried to make the best of it after all we paid almost a $1000 dollars for the 3 days. As my wife started to put the groceries into the refrigerator she noticed that it didn't feel cold. We thought that they might have turned it down in between guest and it would be fine in a few hours and would be great by morning. We woke up the next morning though and to our dismay not only had it not gotten any colder but in fact our food was warm and ruined. Over 200 dollars worth of food ruined. My wife and I were livid. We contacted the front desk if you could call it that and told them what happened. The didn't really seemed concerned and didn't offer any resolution. My wife and I decided to leave after just one day. Since that time I have called several times and left voicemails to see if I could talk to the manager "Snow" and talk about the terrible time we had but they will not return my calls.

  Business response

  12/05/2022

  [BBB Transcription via Email]

  From: Innkeeper Hideaway Inn <*************************>
  Date: Sun, Dec 4, 2022 at 9:16 AM
  Subject: ********
  To: <*****************>
  
  
  ********
  We tried to respond your system would not save our response!!!!
  
  Yes the building does need painted we are waiting on the company as they have had difficulties in supply chain to get the type of paint got a historical home.
  We were slated to have it painted September 1,2022. But the company went out of business because they could not get the paint
  
  We are first on schedule when weather becomes warmer
  
  The Guest broke the refrigerator !
  And did damage to several other areas in the suite.
  
  We had to get a new refrigerator
  
  The guest broke off the knobs that regulate the temperature in the refrigerator
  
  Damaged the hinges on the door
  And broke the freezer section shelving
  And the freezer door would no longer stay closed.
  
  We tried to charge their card for purchase of new refrigerator but card declined
  
  How sad to have a fight during stay and bust up the facility
  
  ****** ******
  It's a relaxing day...
  HideAway Country Inn
  1601 State Route 4
  Bucyrus, OH 44820
  419-562-3013 office
  Cell: ************

  Customer response

  12/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Everything in there response is an outright LIE! I can't believe that they have decided to come up with a completely fabricated story instead of owning up to what actually happened. I stand solidly behind my original complaint.

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

   

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stayed at Hideway Country Inn on the night of 10/22/2022. It was verbally communicated to me that I could add a charcuterie board to my reservation through texting the house keepers number that was provided to me. (See attached photo). I had seen on the website that the charcuterie board was $119.00. (See attached photo) When I received the bill the next day, it was for over $220.00 When I inquired about the absurd cost I was told that by ordering the board via text I accepted the room charge fee (47.40) and a service fee of (26.40). I was never made aware that there would be these fees. I was told I ordered this item online when I did not, I only texted the number. I feel that paying 74 dollars in fees for a 119.00 item is ludicrous and that I was taken advantage of. The cost of one charcuterie board was almost the same as the cost of my stay. If I was aware that the fees doubled the cost of the item I would not have made the purchase. These practices are deceitful and dishonest. I have stayed at hundreds hotels and a dozen bed and breakfasts and none have ever had such exorbitant hidden fees. Looking online at google it appears that anytime there is a bad review the owner denies the guest ever stayed there. I find it hard to believe so many people mixed up the only hideaway country inn in the county. I would like a revision of their fee structure and financial remedy made in the form of a partial reimbursement of the fees paid.

  Business response

  10/24/2022

  Copy of total invoice Dear ****,
  
  Here is your electronic copy of your invoice:
  
  Name: **** *****
  Confirmation ID: ********
  
  Room: Garden Manor Room (Saturday, October 22, 2022 - Sunday, October 23, 2022) 2 adults
  One Night Standard Rate
  10/22/2022 Room $275.00
  10/22/2022 1938 - Wine Paired with Charcuterie Board -for 2 $119.99
  
  Payments
  10/05/2022 Credit Card MasterCard **** $275.00
  10/23/2022 Square $222.43
  
  Subtotal: $394.99
  Labor Service Fee: $26.40
  Room service Fee: $47.40
  Sales Tax: $28.64
  Total: $497.43
  Amount Paid: $497.43
  Remaining Balance: $0.00
  
  Please contact us if you have any questions.
  
  Sincerely,
  
  Hide Away Country Inn

  Customer response

  11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have already received an itemized receipt. My complaint is that there are exorbitant fees added to services without the consumers knowledge. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a 2 night stay. They offered to give us the couples massages at 5pm and then have dinner after. They were aware we only wanted the massages earlier in the day and we would not make a reservation unless the massages were sooner and dinner was at 6pm. Again, this was made very clear that we would not drive almost 2 hours and make a reservation if this was not the case. They agreed to both (see attached). 30 min prior to the scheduled massages (1030am) we were asked to change the massages to 5pm and to change dinner times. I voiced my concern that this was unacceptable because our day had already been planned. We are asking a refund for the 2nd night, dinner, and massages. I was made to pay for a promised service only to have that service changed last min. Their own policies indicate any cancellation made to spa services prior to 48 hours would be a full refund. They should follow their own policies. Owner never called to fix the problem as promised.

  Business response

  10/29/2021

  Business Response /* (1000, 8, 2021/10/22) */ Our guest made his reservation 6 hours prior to arrival on 10/1/21. He was informed that we require a 72 hour notice for Spa services(which is in all email communication, policies, and verbal), and that we would do everything to fit them in at his requested time. At breakfast on 10/2/21, one of the massage therapists had an emergency with her child, and the guest was informed that we would need to move the massage from 11am to 2pm so their dinner did not have to get pushed back also. We also had several other choices for times and days for them, but they were "outraged" by the disruption of their plans. We tried in more ways than one to calm the guest down, even trying to move other guests massages that were made months in advance to accommodate this "outraged" guest. Upon checking in, on the sign in sheet, the guest agreed to all policies one of which states "If you decide to check out early after your arrival, you will be charged for all dates reserved, at current lodging rates as well as any add-ons or spa services, as per our cancellation policy". It was the guests' choice to not stay and receive their services, we didn't make them leave. We are a small business in the hospitality field, where people come to relax and have a great time with each other. Things happen, and we do our best to make things right. Consumer Response /* (3000, 11, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It seems like this "bait and switch" philosophy is a common theme with this establishment as evidenced by my, and several other reviews online, with very similar circumstances. I was aware of the policies that were in place prior to signing in. However, I don't believe that hideaway in follows their own policies. While making my reservation I made it a point to tell them that we did not want massages in the afternoon and if this were the case, and we could not be accommodated, then we would not make a reservation. As such, I was PROMISED a couples massage at 11:00 AM and this was changed 30 minutes prior to that appointment. Again, this was HIGHLY stressed. According to the policy, any cancellation that takes place within 48 hours will be charged 100%. I'm confused as to why Hideaway Inn can set this policy for customers but not themselves. The owner is also incorrect as a timeframe that I received to make up for the massages was 3:30 PM, not 2:00 PM, which would have ruined the plans that we had for the day. As paying customers, we should not have to accommodate the business, it should be the other way around. When I asked for this to be refunded, I was offered a bottle of wine. This was not acceptable. The woman at the front desk was very polite and did try to be accommodating, however, I restated the fact that when these reservations were made, I would not accept massages any time after noon. She also stated that she "apologizes but there's nothing that she can do, it was the owner's call". I never received a call back from the owner, as promised. I understand, respect, and try to support small businesses. But I have never been forced to pay my complete total prior to any services rendered within any hospitality industry and then had those services switched at the last minute. I think the owner needs to redefine what "hospitality" means to them. My girlfriend does not eat meat, and this information was given to them upon check in, only to have her served bacon at breakfast without any other option. Bottom line, being forced to pay up front for services that can be changed at any minute is not a paying customers definition of hospitality. I believe that Hideaway Inn owes us a refund for this discrepancy.

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