ComplaintsforThe Coho Oceanfront Lodge

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay sept ***** We arrived in our hotel room and we were placed right next to the dog pooping place, and we saw dogs p*** Then our neighbors dogs came over to our patio and tried to attack us. And then our ** wasnt working. Apparently the whole town knew that the circuit was broken in the ** before placing us into this room. They offered us a room that wasnt of equal quality. They only comped us for one night. And they didnt resolve anything. Weve spent our whole vacation just talking to the staff. Placed us in a room that they knew the ** was broken and couldnt give us the same exact room for what we paid for. Neighbors dogs came on our patio and tried to attack us.

  Business response

  09/15/2023

  ************************* complaints are not entirely true.  Yes, their room is on the ground floor next to the pet relief area; we are a pet friendly hotel and dogs are going to ****.  The Operations Manager called me to to say that the display on the thermostat said "please wait" and the unit was not doing anything.  I passed on to the Operations that when this happened in another room it was because the circuit board needed replaced.

  Because the the issues with seeing a dog ****, the alleged dog attack and the air conditioner issues ********************* was refunded for her first night's stay and offered a room on the second floor.  It was a room that was a step down from the room she booked, but the rates would have been reflected in that as well.  ********************* refused the room.

  On the second day of their stay, ********************* again came to the Operations Manager demanding a refund for her second night as well.  ********************* was then offered to move to a room that was an upgrade from the one she was in.  She was also given the option to checkout and find a place more suitable for her and her family without being charged a penalty.  ********************* refused both offers and said they would tough it out, but if we did not refund her the second night she would be reporting us to the state.  Whether that is blackmail or extortion we did not comply.

  ********************* and her family are still staying at our property and will not be receiving further compensation as we have offered several resolutions to ************************* list of complaints.

  Customer response

  09/15/2023

  I did not blackmail or intent extortion. I told them I would be reporting them to state regardless due to their inability to accommodate. I did not state I would report them if they did not comply. Its my right to report a situation I see unjust to the state and in this case the situation and stress the event has caused led me to believe I needed to report their actions and prevent other clients from going through this. They never offered a room that was a upgrade or step up. All rooms offered excluded the fireplace and thats what was in the first room we had. They were also expecting us to move all our belongings upstairs. They led us to believe they had already known about the ** issue . 
  All in all I booked this trips months ago and these issues should not occur. They should have evicted the residents next door immediately after their dog tried to attack us instead of just warning them. 
  They caused all four of us extreme stress, climate control issues, physical scares and unable to offer empathy of equal quality. 

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