ComplaintsforBowline Hotel

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False and misleading advertising, bait and switch.Bowline Hotel advertises itself as a "boutique", "luxury hotel". Attached, are images and descriptions from their website. Based on their claims, we booked a *************** room for $467.13. We have contacted Bowline directly via email to their General Manager ****** without response. The below points were shared with ******:-Checking in next to the bar was awkward, confusing for guests, unprofessional -Noise from the bar and kitchen staff throughout the night outside of our room -Thin walls; could hear neighbors' activity and TVs on both sides -The shower stall had a visible handprint on it, dirty, raw cement floors -Red paint or nail polish on the bathroom floor -No door on the shower stall -Chipped sink faucet -No handle on sliding door to get out of the bathroom -No closet or area to hang clothing -Low-end Wayfair decor -King sized bed not comfortable -No air conditioning -Gas stove that turns on at random times, when heat is set on high -No privacy on the balcony; neighbors looking into our windows -marble side tables are impractical -Balcony needs to be power washed

  Business response

  11/13/2023

  Hello *********, 
  I have received your email and heard your feedback. Im sorry to hear our hotel did not suit your needs. We are very proud of our establishment and all we offer. We are continuously striving to provide the best service and experience to our guests.
  
  I wish you would have voiced your concerns during your stay, because a majority of your concerns could have been resolved immediately.
  
  Such as:
  ~Gas stove that turns on at random times, when heat is set on high~
  When the gas stove's heat is on and set on high, it will turn on whenever the room temperature drops below the set room temperature. If you do not want the stove turned on, you would want to turn the stove off. In the future, if you are having difficulty working the fireplace please reach out to our 24 hour guest service, we would be happy to assist.
  
  ~No air conditioning~
  We have never advertised we have air conditioning, however we do have fans and portable A/C units we could have brought to your room. 
  
  ~No closet or area to hang clothing~
  We provide multiple areas for clothing storage including an open closet with hangers and a storage bench with drawers. We are also happy to provide additional hangers upon request. 
  
  ~The shower stall had a visible handprint on it~
   In the future please let us know right away in order for us to resolve the issue quickly. I will follow up with my housekeeping team to ensure we provide the pinnacle of cleanliness to every guest.
  
  ~marble side tables are impractical to hold medical devices (CPAP)~
  Marble tables are a part of the luxury furniture we provide for our guests. Unfortunately, they may not be suitable for all medical devices, however, there are multiple other tables in the room, and we would have been more than happy to provide a solution if this was brought to our attention.
  
  ~Noise from the bar and kitchen staff throughout the night~
  Due to the cement floors and vaulted ceiling, noise may carry more than other hotels. We  try our best to accommodate guests with special requests and could have placed you in a room farther away from the restaurant. 

  ~Thin walls; could hear neighbors activity and TVs on both sides~
  We have quiet hours starting at 11pm on the weekends. In the future please reach out to the front desk in order for use to enforce our policy. 
  
  In regards to your complaint to the ****** ********** of ******** claiming false advertising and bait and switch, it seems like the aesthetic of our Hotel fell short of your expectations, however, we clearly advertise what we have to offer. 
  
  ~Red paint or nail polish on the bathroom floor~
  The Bowline was originally a salmon factory, converted into a boutique hotel. A lot of the charm and character is the original wood beams, ceiling, and cement floors, which some are covered in red paint.  The floors were sealed during the renovations process. We boast the unique conversion and state it directly on our website, used to be a fish processing plant.
  
  ~No door on the shower stall~
  We have a Frameless Shower Door with Clear Glass, shown on our website.
  
  ~No privacy on the balcony; neighbors looking into our windows~
  We have privacy partitions and ropes blocking any through traffic. We also advertise pictures on our website.
  
  ~low-end Wayfair decor~
  A large majority of our decor comes from Article and CB2, such as our bed frames, curtains, marble tables, chairs, etc. Many of our guests love the decor and we offer the links to their websites upon request. 
  
  ~No handle on sliding door to get out of the bathroom~
  Our barn style doors are also pictured on our website and are extremely easy to open.
  
  As stated, I do appreciate constructive feedback in order for us to continue improving in our establishment. Ultimately, a large majority of your claims are estetic differences, not bait and switch. We clearly state what we have to offer and also could have rectified a lot of your concerns if they were ever brought to our attention during your visit.
  I apologize you did not enjoy your stay, but I will not be offering any refunds. 

  
  

  Business response

  11/13/2023

  Please see attached files

  Business response

  11/13/2023

  Please see attached file

  Business response

  11/13/2023

  Please see attached file.

  Customer response

  11/16/2023

   
  Complaint: 20790881
  
  I am rejecting this response because:

  A more appropriate response from the Bowline Hotel would be:

  "Thank you *********, for letting us know that your experience at The Bowline Hotel did not meet your expectations.  We consider our guests' feedback seriously and will be looking at ways we can improve through your suggestions.  Here at the Bowline Hotel and Adrift Hospitality, we subscribe to the principle that "the customer is always right" and we are honored that you chose our hotel for your special occasion. Because we did not deliver on our promises and we strive for a luxury hotel experience, we will be happy to refund your charges fully and in good faith that you may consider staying with us again.  We appreciate you as our hotel patron and hope that you will give us another chance."

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

  cc: Consumer Protection - ****** ********** of ***************** The Better Business Bureau

  cc: *************************** CEO Adrift Hospitality

  cc: *************************** VP ****** Operations Adrift Hospitality

  cc: ********************************* General Manager Bowline Hotel

*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. ↩