Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10 I arrived at Vineyard Court Suites at *******************************************************************************************************************. My reservation was to go through June 14. I was given my key and went to the room, however, it was not clean. Example: the bathtub was dirty, the coffee pot was rusted; hair and dirt was on the sofa bed that I was to use. There were no sheets to use on the sofa bed. (My friend would take the bed.) ********** closed at 10:00, they said, and I was to go out and meet my friend in an unsecured area to let her in at her estimated arrival time of 12:35 a.m. Areas around the rooms were covered with debris and construction materials. I went to the office and asked for a refund. They refunded three days and still charged me $91.44 for that day. The pictures advertised of their rooms did not look like the reality. If it was my fault, for example, being a "no-call, no-show," I could accept it, but I left because of the above reasons of safety having to go out at 12:35 to let in my friend and for not having proper accommodations, especially cleanliness.

  Business Response

  Date: 06/24/2024

  To Whom It Concerns,

  This guest was correctly refunded for the majority of her stay. Of course, I am sorry to hear that this guest was so displeased with their accommodations. However, we are very transparently advertised online. We are a 35+ year old property that is, quite frankly, not everyones cup of tea. We truly do our very best to provide the most welcoming and relaxing stay with all Vineyard Court guests. Our returning guests love to stay with us and many new guests love their experiences here as well! Online, there are several reviews on both ends of the spectrum, positive and negative. There will be no additional refund assessed for this instance.

  Customer Answer

  Date: 06/24/2024

  Complaint: 21873640
  
  I am rejecting this response because:
  

  It is understandable that the business would defend themselves, but there is a point where the hotel must take responsibility for their situation. If you have a business where a good portion of reviews are negative, then as a respectable owner, I would want to improve the situation instead of defending a lower standard.

  Thirty five years is not an old business. Many businesses celebrate their 100th year. If this business carries on with that same standard, they will not see a large life of its business.

  This is what I wrote the manager in my second response to her, which will give a better example of the day I arrived. (She wrote me the same answer that you have posted.)

  "Dear ********,
  
  Thank you for the message, even though it is not what I wanted to hear. 
  
  When I looked at the pictures from Vineyard's site, they look a lot better than what it actuality is. My friend was due to arrive after 12:00 midnight, and the front desk closed at 10:00, the attendant told me. So I was to go down alone outdoors to meet and let her in. This also was not so good.
  
  Generally I try to bring my business to smaller businesses to help them succeed. That is why I picked your hotel. Your prices were not much better than the Ramada Wydnam, where we ended up staying. The first night of stay at the Ramada was also $79 and they went up some of the nights. 
  
  On Monday I do think I will contact the Better Business Bureau. My cancellation was not that I did not show up. I showed up; it was the fault of the Vineyard that I did not stay. 
  
  I would encourage you to sometime go room-to-room (unannounced) in your hotel. You may be surprised to find that the reviews are there for a reason. I asked for a sofa to be slept on when I called the hotel. I wanted to give my friend the bed. I saw a sofa there, dirty. They had not prepared for me to be able to sleep on it, like I asked. There were no sheets, etc. Even in short notice with my new reservation at the Ramada, they had pulled out the sofa bed for me, had it made up for resting, and everything was clean.
  
  If you reflect on it, would you like to sleep in a dirty atmosphere?
  
  Sincerely,
  *****
  
  ***************************
  ************ cell
  
  
  Regional Coordinator for *************
  International *********** of ***** Ladies for Peace (IAFLP)
  
  
  
   
  
  
  

  Regards,
  
  ***** (*******) ********

  Business Response

  Date: 07/01/2024

  I still stand firmly behind my previous response. We are publicly advertised online, on many different platforms. Our low prices reflect the suites we offer. Myself and all our staff do our very best to provide a welcoming, hospitable and comfortable stay for all guests. I apologize that this guest was not pleased with her accommodations. There will be no further reimbursement planned for this instance. Thank you and best wishes.

  Customer Answer

  Date: 07/02/2024

  Complaint: 21873640
  
  I am rejecting this response because:

  The response made by the business is one that does not take responsibility for the fault of their own business. They are putting the responsibility on the consumer, or hotel guests. Their defense is that they have been open. They are kind of trusting negative reviews to defend themselves, saying that it is in the open.

  Previously I stated that if many people made negative comments on my business, I would look carefully and see that these deficiencies are corrected. At least I would offer an apology, instead of defending the way their hotel was viewed. When making a reservation, the pictures the hotel put of themselves looked VERY different than the reality. This is not accurate advertising. I was expecting my room to look very similar to what they put on their site, and I especially expected that I would have a CLEAN room. This was not the case, as I explained previously. 

  The manager said it is an old hotel, stating that it is 35 years old and that prices were good, but I could transfer to the Ramada Wydam for the same price ($79), whereas the Ramada was clean and had safety features if you entered late at night. Vineyard hotel site did not say that there would be no one at reception after 10:00 pm, and that you would have to go out in the night and let in your guest. I did not feel safe doing this. The reception also told me that if a key did not work, you could call someone late at night and it would take about **************************************************************** This also was not acceptable to me when my guest was coming at 12:30 a.m. or later. This is not a secure arrangement, especially for women to be safe.

  Thirty five years is not a reason to let your hotel fall apart and lower its standard. There are many respectable businesses that are much older and still keep up their standards. Perhaps the BBB could secretely reserve a room, or a few of them, and carefully observe what I have noticed. A business should not be able to operate who cannot offer their guests safety, cleanliness, and hospitality. I would instead like to see smaller businesses make it and really succeed; perhaps they can correct their deficiencies and make their business truly attractive!

  
  Regards,
  
  ***** (*******) ********

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived on 1/6/2024 at the hotel and was checked in by the front desk person which I don't know her name since she didn't have a name tag. A couple off hours later I had visitors visit me. A friend and his girlfriend and yes they smell like strong cigarette smell and another weird smell. So after we talked they decided to go outside and smoke in the parking lot since they visit me before in my past stays at the hotel and plus I knew the rules off not smoking in the rooms so they went out and smoked in the parking lot. When they came back to my room. We decided to go across the street to the store to get water and other drinks so we walked pass the front desk where the front desk person saw me and my visitors walk out off the hotel. When we return the front desk person stopped us outside off the hotel room and told us that my visitors smelled like smoke and other weird smell and I explained to her that they where just smoking out in the parking lot but she then accused me and my visitors off smoking in the room and I told her no we where not but she didn't want to hear it. I told her that we where just going to leave but she kept arguing and I told her if she wanted to look inside the room she could. I left and before I did I took a small video off the room and called back to ask for her name and the managers name which she refused to tell me her name . I emailed the manager and she never got back to me until Monday I called to ask for the owner. The manager refused to tell me how to get in contact with the owners and practically said that she owned the the facility. She also stated that her coworker had gone and knocked on my room and opened it now why would she go and do that if she clearly saw me and my visitors leave the hotel and she said that she found drug paraphernalia and till this day I'm waiting on the manger to get back with me with proof off what she is saying is true. I'm just seeking for this hotel to refund the charges. I didn't break policy rules

  Business Response

  Date: 02/27/2024

  To Whom It Concerns,

   

  *************************** has been a long-time, returning, Vineyard Court guest. We have never had issues of any kind with this guest until his most recent stay. We have a strict non-smoking policy in place for our property. ALL guests sign documents upon arrival briefly outlining the policies in place. This policy, along with our property regulations are explicitly explained to guests upon arrival. We do not allow smoking, of any kind, in the suites, in our hallways, or even our parking lot in order to help ensure the very best experience for all our guests. **** had numerous unlisted/unauthorized guests in his suite, even though asked upon arrival of any other guests that would be on property. The guests of **** were caught smoking (I will not further speculation as to what substances) walking into the lobby doors of our property. Our vigilant front desk agent on duty at the time of the incident then proceeded to the assigned guest suite in order to investigate and confirm there was no confusion on the guests' behalf. She knocked a number of times and then went back to the front office. After speaking with me on the phone regarding the smoking on property, I advised her to return to the suite and attempt contact once more. When, again, no one responded to her knocks, as per standard hotel policy across the state, she then opened the suite door. As soon as she opened the door, there was a variety of drug paraphernalia visible in the living area. We have photos of this evidence if deemed necessary to submit. We have a zero tolerance policy for drug use, smoking and paraphernalia here at Vineyard Court. Therefore, this guest along with his unregistered visitors were all asked  to leave without refund. We also have signed documentation from **** confirming that he understood that there would be no refund in this case and immediate vacation of the suite due to breaking property outlines. Please let me know if further clarification or photo evidence of anything is necessary to close this case.

  Customer Answer

  Date: 02/27/2024

  Complaint: 21120409
  
  I am rejecting this response because:
  One when I arrived and checked in yes they asked me how many guests and I said 2 so one off my guests that the so call hotel said I had several guests without been listed was staying the night do to the fact off problems in a relationship and the other which was only 3 people including me in the room and no where did the front person say I had to go an enlist a guest if they visit. Second so why did the front person wait until we left the hotel to go and knock and go into my room after she saw us walk right pass her since she was in the front desk. Why didn't she waited until we got back and than knock and if we where smoking she could have caught us and that policy that you said y'all don't let customers smoke in the parking lot either that's a lie because I can definitely find and which I did other people's testimonials that there where people smoking in the parking lot and plus found the ash bins inside the facility outside the rooms plus cigarette buds outside the rooms so please you so call manger your making a fool out off yourself and litterly I am done with this oh and if you do have the pictures well please by all means send them as I am done been patient and go directly to the owners from here on. I have never heard so many lies and I regret ever giving this hotel a good review since it has nothing  deceiving and lieing individuals that work there 
  Regards,
  
  ***************************

  Business Response

  Date: 02/28/2024

  ****,

  Throughout our property are posted signs stating that we do not allow smoking on property. You will see in the attachments, your sign-in sheet clearly stating our smoking policy. It states "smoking is only allowed in designated areas", if you had any trouble deciding where to smoke, you could have easily asked and we would inform you that it is only allowed OFF-PROPERTY. Also included in the attachments are images of a baggie filled with, what we draw an assumption to be, drugs because, in other attachment, you can easily derive there are several pieces of drug paraphernalia. You will also see in the photo a phone and laptop that were in your possession at the time of your stay, proving these items were found in your assigned suite - I only note this because you claim we could use old/falsified photos. We operate a sold-out, successful business. Our front desk agent may or may not have seen you leave property - that is purely speculation on your behalf. I will not apologize for the vigilance or due-diligence on my employee's part in this instance. Additionally, our  front desk agent saw your guests smoking in the courtyard area of Vineyard Court, NOT only in the parking lot; she approached them and explicitly explained that smoking is not allowed anywhere at all on hotel property. The resolution being offered is that you are barred from booking at our property and this will certainly prevent you from having additional funds collected for other instances.

  Best wishes,

  *******************************

  Property Manager