ComplaintsforUrban Boutique Hotel; BW Signature Collection

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went and stayed at the urban boutique hotel on March 4 until 6. The owner of the hotel will not return my deposit due to the fact that he says my dog pooped on the bed. First of all that is a lie. I would never have left it on the bed or anywhere in the room if he had an accident. I am the type that cleans up behind me and my husband whenever we go anywhere. We even took out our trash. Now why would I have done that if I was going to leave poop somewhere. That is crazy. So I want to know why he can lie and keep our money just because he says so.. I know he is telling a lie and so does he. I want my deposit back and also the cost of the room. It is a total of 336. I have went to customer relations at the best Western and they are of no help. They sided with the owner and if this did take place I want proof of it.

  Business response

  04/03/2024

  Sorry but hotel will not refund $226.12 because guest did stay in room for 2 days with their pet in room. And $100 deposit charge toward damage fee for towels, linen, comforter covered in feces. Hotel can not use those bedding and towels due to hygiene issue. We did throw those out. Because of that hotel will not refund deposit as well as 2 night room & tax money. They did stay and initial and signature hotel policy. 

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

   Please let us know below why you are rejecting the offer made by the business.

   

  
   His response is a lie.  First it was on the bed is what he told me why I didn't get my  refund and now In the response to you it was on the linens sheets bedspread and towels.  That is bunch of bs.  I told him he was a liar and a thief.  I told him to show me proof because we always clean up even take out our trash and he started yelling at me.  He is lying.  I want a full refund at this time due to the lying and what it is taking me to go through to get my deposit back. How can they just keep my deposit and lie about the reason.

  
  Regards,
  
  ***** *********

  Business response

  04/05/2024

  Guest get denied by best west as well. Guest try to get free stay which is in posible. Guest did signature and initial on hotel policy and agree with any type of damage with fee as well guest did fill out pet rules and policy. Please review all attachments document. It's clearly meson that guest will charge any vandalism, damaged, theft or missing item from room.

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  This is the most insane thing.  How can a company lie and keep your money when you know that is not what happened.  I feel like they make up lies and keep everyones deposit.  I only asked for a full refund due to how I have been treated and that this is becoming so time consuming that it is unnecessary. I want my deposit back.  I know he is just stealing money from people.  I made sure everything was done and even the trash taken out.  I want my money back 

  
  Regards,
  
  ***** *********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is ******** ******** and I stayed recently at Urban Boutique Hotel, BW Signature Collection at *** **** ******* ****, Greenville (SC) from Sept 29-Oct 1. I had the absolute worst experience. The day we arrived, I discovered a giant stain on the carpet by the door, pee on the toilet seat, and stains on the bedding. I called the front desk to request new bedding, which the woman working the front desk told me they would not be able to get me new bedding until the next day. I asked if I would be able to receive any discount since I would have to sleep around the stains - she said she would call me back. I called the ******** concierge number since I made my reservation through ********* and the person told me they spoke with the front desk and told me to call the front desk back. I called the front desk as instructed, and explained my issue, and the woman started yelling at me over the phone telling me I could just check out if I had a problem. I was appalled by the complete lack of customer service and attention to the cleanliness of the room. Since I needed the place to stay and did not want to lose my deposit and money for the reservation, I stayed. I am now submitting a formal complaint and would like a full refund ($224.56). I waited to ensure I received my deposit. I have pictures of the room if you would like them. ******** should also remove this location as a listing.

  Business response

  01/10/2024

  ******** ******** Check in on 09/29/23 at 4:42 pm. A guest calls the front desk at 11:14 pm to complain about a coffee stain on a bedsheet. After we inspect that stain and picture, guests make coffee from the coffee machine in the room, and they spill coffee on the bed. That stain clearly shows a coffee cup mark. We never put a dirty bedsheet in a room. After over-housekeeping makes room, we inspect each and every room before renting again. Without Inspect, we do not rent any rooms. If there was a coffee stain when they checked in, they did not complain to the front desk; they waited until midnight to complain. We even offer guests different rooms, but guests refuse to move rooms. So we let guests know there is no housekeeping at this time, but we can change the bedsheet first thing in the morning at 9:00 am when housekeeping comes to work, and we did change everything in the room at 9:00 am. About the carpet stain, it was a coffee spell as well. When guests checked in, they did not let the front desk know that they did not like staining carpet or stain on door hinges, which was hinge grease stain, We could change their room right away. The guest was ok with everything the next morning after we cleaned the carpet stain, cleaned the grease stain from the hinges and wall, and changed the bedsheet. The guest did stay with us for 2 days, and the guest checked out on 10/01/23 in the morning. Due to the guest staying in the room for 2 days, no refund was approved by the hotel. After checking out, we inspected the room, and everything was OK in the room. We did refund their deposit on 10/01/23 at 12:00 p.m.

  Customer response

  01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  I did not receive a refund for the business. In response to their message, I do not agree with what they are claiming. They said I spilled coffee onto the bed, but I never used the coffee machine in the room. They said they would never put dirty bedding in a room, but they did in my room. The reason why I called so late, was because I didn't notice the dirty bedding until I got into bed after pulling the sheets and getting into bed, and noticed stains all in the sheets. They never offered me a new room, just an offer to change the sheets the next day, which is why I asked to have a partial refund, which prompted the woman to begin literally yelling at me over the phone to just check out if I had a problem. They never addressed the screaming or poor customer service in their response back to me. You can see similar experiences by this establishment on ****** reviews and ***** it's ridiculous. They also claimed in their response that they cleaned the carpet and door hinges, but they never did. I took pictures of the carpet and door when I left, which still show them. 
  
  Regards,
  
  ******** ********

  Business response

  01/12/2024

  Reservation made and pay by 3rd party hotel is not responsible for refund if guest want refund they can contact *************** for refund. Because they charge the guest not hoel.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I made the reservation through ********, but when I contacted them for the refund, they told me that they cannot issue refunds, only the hotel can. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made reservations at this so called Quality Inn AKA Signature Boutique Hotel for May 6- May 9th, a 3 night stay. 2 king size beds, newer room. The online pictures were suitable and look comforting. When I arrive to this location I wanted to cry! This place is beyond the most disgusting, filthy, smelly, unsanitary, unsafe environment. I walk into the room and thought this is a joke! Smoke detector was in the dresser drawer, room was dirty, toilet had no seat cover, window did not shut so there was air seeping through the whole night, tub drain was clogged, shower curtain was stained, lamps were dirty and disgusting, light fixtures in bathroom were dirty, the ceiling panels were peeling. I didn’t get what I paid for. No rooms have king size beds, so this was false advertisement. This room was beyond a newer room, so this was false advertisement. I left after the 2nd night due to unsanitary issues and this wasn’t a good place for my grandson whom is 4 months old. They did give us a new room, but it was basically the same situation and I just want to warn others that are looking for a hotel in that area. Also, I would like a FULL refund due to false advertisement and unsanitary environment.

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