ComplaintsforOyster Bay Inn

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a room for two nights, July 15 and July 16, 2023 for my two daughters and three grandchildren for a baseball tournament. On the second night, the occupant of the room above the one I rented overflowed their bathtub causing water to pour from the ceiling into the bathroom of the room I rented. My daughter called the front desk who explained what had happened. She was told there were no other rooms available. They were unable to use the restroom without water falling in their heads. The desk clerk told my daughter they were very sorry and would not charge for the room for that night.In the morning when they checked out, the clerk said he couldnt figure out how to provide a credit for the one night so the full amount for two nights was charged.I called the hotel three times and asked to speak to the manager. Each time my name and number was taken and I was told the manager would call back. I was told he would make it right. I never received a callback.

  Business response

  07/25/2023

  To Whom it *** concern, 
  

  On 07/15/2023 at 11:40 am ************************* arrived at Oyster Bay Inn & Suites to check-in for a two-night stay. She was assigned room 129 folio #****** at the rate of $129 plus tax. 
  

  ************************* accepted the terms and conditions of renting a guest room that was both explained verbally, as with signing a written copy to ensure there were no misunderstandings. Her card was authorized for $386.38. 
  

  In the agreement signed to rent a room: Mechanical Failures was mentioned: While all electrical and mechanical equipment within the property is in good working order. The Oyster Bay Inn cannot guarantee mechanical failures of electrical services, stopped plumbing, water supply, heating, air condition, audio, visual equipment, internet access, cable service or appliances. ***** agrees to report any inoperative equipment or other maintenance problems. The hotel is not responsible for any inconvenience that *** occur and no refunds or rent reductions will be made due to failure of such items. I have attached a copy of the disclosure signed and agreed to. 
  

  The guest rooms were also occupied by ******* and ****. The front desk did get a report of a water leak coming from her bathroom ceiling of room 129 and the front desk noted maintenance went and responded within minutes of the complaint made. One of the guests did ask the maintenance department if they could move rooms, however we were sold out. The maintenance department determined the water was from a tub just above them which was quickly resolved. The water was cleaned up and the guests were fine with staying within guest room thereafter. 

  The following morning when checking out, the guests inquired about a discount and were told that the information would be given to the front office manager, and someone would be in touch. 
  

  We then received a BBB complaint our office manager returned to office, although signed policies clearly notes that the hotel will not compensate for any inconvenience the front office manager did refund one night plus tax to the card ending in #**** that was used to pay for the room. The guest has been contacted and an attached copy of the refund slip is being provided. We have resolved all issues of the complaint. 
  

  Thank you,

  Oyster Bay Inn Management 

  Customer response

  07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have stayed at this hotel twice and both times they have taken my deposit for bogus reasons. The first reason was they said they smelled smoke in the room from cigarettes. The room smelled heavily like tobacco when I first arrived to the room and I did not smoke in room. The second time and last time, I arrived to the room and the sheets had been stripped, the shower curtain, and towels were taken, and new ones were not put back in, the garbage cans were full and there was a broken meth pipe on the floor. There were holes in the walls, and it looked like the last guest had been there for a extended stay, and left in a hurry. I complained to front desk and they switched me rooms. The next day the front desk lady said I stole the sheets, towels, and shower curtain, along with filling up all the garbage cans in the short time I was in the room. They took my $100 cash deposit once again. The room was $130 + $100 deposit. The date was the 22nd of June. They said they knew the garbage was mine because there were warm coffee grounds in the trash, which was a lie, I didn't even make coffee. For their breakfast they force you to order breakfast, it was not what I ordered and they kept knocking until I opened the door even though I had do not disturb sign on door. They made me sign a slip saying I would only have registered guests in my room, but I tole the receptionist my girlfriend would be staying and did not have her I.D. and she said it was fine. I think they steal everyone's deposit, and bully and humiliate their customers, I have never stole anything from hotel. Thank you for your time. ********* **********

  Business response

  06/29/2023

  To Whom it may concern,

  
  On 06/22/2023 at 10:40pm ************************ arrived at Oyster Bay Inn & Suites looking to rent a guest
  room. He was assigned room 316 folio #****** at the rate of $119 plus tax.

  
  ************************ accepted the terms and conditions of renting a guest room that was both explained
  verbally as with signing a written copy to ensure there were no misunderstandings. He paid cash of
  $132.09 and placed an incidental hold as required by hotel. The incidental hold is for extra charges that
  might apply such as room service, extra guests, upgrades, or additional purchases of any kind. After
  doing so, keys were issued to the guest room at 10:46pm.

  
  ************************ occupied the guest room from 10:46pm to 2:02am without any complaints or concerns.
  He can be seen on camera coming and going from the guest room multiple times throughout the
  evening into the early morning hours. There is also a clip of where ************************ is seen leaving the
  guest room and returning with an unregistered female taking her up to room. Both were carrying large
  grocery bags.

  
  After both parties occupied the guest room for a period together at 2:02am they requested to be moved
  and purchased a second guest room for the evening. They were issued room #*** and can be seen
  moving stuff between both rooms for a period thereafter.

  
  At check-out on 6/23/2023 at 11:00am ************************ wanted to extend his stay, but female would need
  ID on file to be on property. The front desk informed ************************ that the $100 incidental was applied
  to the second room cost pending an investigation and we had missing items within first room rented. He
  would be required to put another hold in place for extension, he declined to and left the hotel officially
  checking out.

  
  After management investigation of the incidental hold, we attempted to reach ************************ at phone
  ************. The number we had on file, but it was not a working number. We were unable to reach
  ************************ to resolve issues directly. We then received BBB dispute and learned the correct number is
  ************. Management called the number, a female answered, and a message was left for Mr.
  ********** to call hotel directly, to have all issue resolved.

  Thank you,

  Oyster Bay Inn 

  Management 

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