ComplaintsforBelamere Suites

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a reservation in December with Belamere Suites for March 24-25th. They have a $50 non-refundable deposit which I paid on their website when booking but there was no option to pay for the booking in full. They expressed you would have to pay onsite at the time of your reservation. They contacted me on Monday 3/18, expressing that they attempted to put a “hold” on the funds for my reservation and it was unsuccessful. They said if they are unable to put a hold on the money by 5pm on 3/19. They called me on 3/19 and said they will be cancelling my reservation because the funds weren’t available. I called them this morning, 3/20, to inquire if I will be receiving the $50 deposit and they said that it was non-refundable. I inquired on what the “hold” is and the lady said they put a pending charge for the money a week in advanced. So I asked “so the money will be taken from my account” and she said “yes, we put a hold on the money” I asked, “will I be able to use the funds after you put a hold on it” she said no. So basically they’re taking the money out a week in advanced and if you don’t have the money, 1 week before your reservation, (mind you, you are still required to have the physical card and your ID when you check in) they cancel your reservation and take the $50. They told me after they cancelled my appointment that if I wanted to pay in full prior to their 7 day policy, I should’ve called up and paid in full. There is nothing on their website that says that. Feels like they are running a scam and taking $50 from people who don’t have the money 1 week prior to your reservation. They also don’t explain why you can’t pay in full on the website other than “you should’ve called in” and “I’m sorry this was all very confusing to you”

  Business response

  04/11/2024

  [BBB Transcription via Phone]

  We have a 7 day cancellation policy. This is all listed on our website. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a gift certificate for my 2 sons and daughters in law a few years back. It had many years till expiration. Sadly, my one daughter in law passed away during covid. My son gave the certificate back to us. We were able to use it this Tuesday, Nov. 8, 2022. Due to fog last week and school cancelling our grandchildren's grandparent's day was changed to the day after the reservation at Belamere Suites. We asked if we could change the reservation to another day and since we are retired, we will take any day. We would like to go to the grandparent's day. now knowing all too well family is most important. We do not want our money back, but just another date. They WILL NOT do that for us. We do not even want our money back, so they took our money, and we received nothing. Sad that special circumstances mean nothing.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I would absolutely never again in my life be back to Belamire Suites. After planning a wedding we planned this mini get away to celebrate our honeymoon. The trip was going great until someone in housekeeping went out of their way to go through my things and stole my jewelry. We had to make a police report, as it is a felony charge. We immediately let the assistant manager on duty know and all they could do was offer me a bottle of wine and ask the housekeepers if they had seen it. The owner made a comment about how this hasn’t happened in 18 years but made no attempt to reach out to us directly. We had to stay an additional night feeling so unsafe and completely violated so that we could talk to the general manager the next morning of check out. All she was able to do was let us know there was a staff meeting at 10am and she would call us by noon. We had to call her at 1pm after not hearing from them for her to just say there was another meeting with the owner at 3pm. And again, at this point it’s been over 24 hours of notifying the hotel and not a single conversation with the owner itself and a complete lack of urgency even though someone on their staff stole very expensive jewelry that they had to rummage through my personal belongings to find. The hotel said they will not be refunding us for our stay above all else and that we needed to deal with the police. The hotel not only robbed us of our belongings but they robbed us of our experience on our HONEYMOON. My husband works very hard to give me nice things including the jewelry and that time away and after an incredibly hard year for the two of us this is the hands down most awful experience! We will never in our life return or recommend this place to anyone. I am completely heartbroken by the entire situation but mostly how pathetic the owner has acted and couldn’t even extend his deepest apologies for HIS employees that he is ultimately responsible for.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We stayed here for one night in the Grand Royal Suite. We didn't have any problem until we left. About 2 hours after we left (and before the next guest check-in time) we realized we forgot our iPad in the room. We immediately called Bellamere Suites and explained that we had left our iPad upon our departure. We were told that nothing was found by the cleaners. I should add that it was left on the table. I am 100% certain of this. So it was in plain site. There is no way a cleaner could have cleaned the table without physically moving it. The front desk checked the room again but it still wasn't found. We were able to provide proof that our iPad location was still showing that it was on site at the Bellamere Suites and still we received no resolution. Staff claims they don't even know which cleaner cleaned the room. How is that even possible? My husband had to drive the 1.5 hours back to the hotel in attempt to connect to the laptop from his phone but by time he got back someone had turned it off. We filed a police report but we still have not received any resolution from Bellamere Suites and they do not intend to help in any way. In conclusion Bellamere Suites either has a security issue and people are able to access rooms unauthorized or they have hired untrustworthy staff. At $500 a night for our room I would have expected trustworthy and honest staff as well as some sort of resolution when staff stole our property.

  Customer response

  01/06/2022

  We have since spoken to the property and received our ipad. Is it possible to remove this complaint as we were able to resolve the issue with the property?

*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. ↩