Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Sheridan *** and Breakfast on Saturday the 22nd of October for my husbands birthday this has been the WORST experience of my life. From the time I booked it, I was sent via Expedia this message at Oct 22 3:11 PM Respond accordingly: indicate time preference for breakfast (served to your room between 8 and 9 AM daily) including day of your departure. This service is included in your stay! Due to self-check-in for your safety and ours we are requiring a picture ID such as a Drivers license, take a picture using your cell phone and forward to this email. After your response you will get another email with full details and instructions on how-to retrieve your guestroom keys. I responded both on Expedia at Oct 22 3:15 PM with the totality of the information requested and sent my information to the email they included, which was ******************************** I sent **** an email on 10/22/22 at 4:28pm with my drivers license as well, my full name, my phone number, and my email address. I also have calls on my phone at 3:18, 5:40, 8:16, with absolutely no response. Their hours are stated as being and 8:30am 5pm. I called and emailed within that time range. I also responded on Expedia, at 3:15 and 3:16pm the same day. At 9am on 10/23/2022 I put my luggage on a tiny side table and was packing up, I leaned on the table to put a shirt in, and the table snapped. We called down to the office right away. An employee named ***** took care of us and even apologized, offering to take the table out of the room. She told us there would be NO charge and not to worry about it at all. She stated they had plenty of those tables. We stayed until 11am, check out time. The owner is claiming we ran out after the table was broken. The owner also illegally obtained my credit card info on expedia to charge me $300 which was more than the room itself. I signed no incidental forms and was told BY HER EMPLOYEE ***** that we were good to go, and not to worry.

  Business response

  11/03/2022

  This guest damaged a table in the guest room they occupied beyond repair. The original cost of this table was over $600.00. When we were done gathering the facts of this damage, we charged the guest $300.00 due to depreciation of the table. The guest later called and complained. When we spoke to the guest they made many untrue claims about how our staff had responded to their admission that they broke this table. In addition, their story of how the damage occurred changed three times. Although this made us suspicious of the situation, we offered to reduce the charge to $150.00. They refused this and became quite abusive in the following part of the conversation. We ended the call at that point. Since then, this guest has posted a great deal of social media statements that continue to make misstatements about the situation. As a result, we have no interest in reaching a compromise any longer. We can only hope that future guests will realize these rants are the product of a person who seems to believe that they are not responsible for actions that damage others even though they admitted their fault.

  Customer response

  11/03/2022

  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.  For your reference, details of the offer I reviewed appear below.

   

  On the date of the table being broken, which was caused by luggage being laid on it, and a lean over to put a shirt back into the suitcase, the table broke. Which leads me to believe either the table was very cheap, or the table had been broken before we got into the room. I have never had a table break on me via setting a suitcase on it before in my life. We called down to the office IMMEDIATELY and talked to a staff member named ***** who apologized profusely for the table breaking like that, as I think she knew there could have been an injury involved and thank God for this business there wasn't. On the 23rd of October at 9:00am when this happened, ***** (front desk) told my husband there would be absolutely no charge. She even offered to have it taken out of the room for us. She assured the final bill was all we were going to get. She was very professional, and very empathetic. At the end of the day, the point is WE WERE TOLD on the 23rd of October that we would NOT be getting charged ANYTHING for that table. Five days later there is a charge for $300.00 randomly on my card. I called because I was very confused as to HOW and WHY there was a $300.00 charge on my card. This was a "sign yourself in" situation, I signed nothing for incidentals, I gave the B&B no credit card information of my own, I didn't even talk to anyone from there until this table incident- as nobody would answer the phone and there was nobody in the office, and this was around 3pm, I have records of all of this. The story on the table has never changed, I can show you all the emails to both **** herself, expedia, and yourself- which you already have. This person is a scammer- they will say anything to get a dollar out of you, clearly. Expedia even agrees with this, and so does the bank. I read reviews on **** AFTER we stayed at her establishment, and they were absolutely awful. I should have looked into it before booking but wanted to do something romantic for my husband's birthday. I don't know what she thinks we did to that table, but the story has been consistent from square one, which is the truth. I do not know if they record their calls, but if they do- there is ABSOLUTE proof *****- and we were very clear to get the name told us that we were good to go, and that we would not be charged for this incident. As a matter of fact, she told my husband they had "plenty of those tables".  I spoke with **** personally, who was not willing to listen to the fact that her employee told us we were good to go- which does not fall on us, that falls on her staffing. She offered $150 to me, and I refused when I called due to the fact that we were told we would be charged nothing. And yes, **** did hang up on me, after cutting me off mid talking about ten times, and telling me she was out of town- therefore she can do whatever she wants now, as she disagreed with her employee. **** uses the word abusive, which is a very odd term to use when speaking on a customer who never raised their voice, never swore, never did anything but tell the truth, which is what we have done from square one when the table broke- and we were told by ***** there would be no charge. We called the front desk within a minute of that incident happening, I was still picking up clothing from the floor. I posted REVIEWS of how terrible this experience has been, which is my right as a guest, so other people know what this establishment does- and guess what, I am NOT the only one to post a review like this. I read quite a few. And her responses to them were deplorable as well, as she tells them go "go elsewhere" if they don't like the way she runs things. 

   

  **** told Expedia on Thursday October 27th that she was going to refund the card $150.00. I have an email stating this. This is AFTER the conversation between **** and myself. So this should have happened right then. But instead, **** did not do what she said she was going to do- she decided she was going to keep the money, which I never authorized her to take in the first place, she called expedia for my credit card number, I am not even sure how that is legal. Expedia agreed with this and offered to refund $150.00 to cover the other half **** would not cover. That went back to my card immediately. Now we are in November. Still nothing from **** at the B&B. I call Expedia and **** is throwing a fit over the reviews I left and has decided she will not refund now. Which is INSANE. She's upset about me review which was 100% truthful, and decides to go back on what she told Expedia? If you want to talk about abusive- this is it right here. 

   

  I am looking for the $150 refund to which she told Expedia she would be giving me.

  The reason they gave me the other half, because **** is unreasonable. 

  We believed what we were told, which was, we would not be charged for that tiny end table, and not to worry about it, by the staff at this establishment. 

  Had we been told right there, we have to charge you, it would have been taken care of right there- no pushing off any kind of responsibility. 

  I could have been injured with how that table broke. 

  And truthfully, what **** thinks doesn't matter to me, what matters to me is that we were told, we would not be charged, then Expedia told us **** was going to refund us $150- now **** is saying "no because she left me a review that made me mad". 

  Absolutely ridiculous. 

   

  I do not accept this response. 

  I am waiting on the $150.00 refund. 

  Expedia took care of the rest for you- which is ridiculous all on it's own. 

   

  Thank you. 

   

   

    

   

   

   

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

  Business response

  11/08/2022

  Dear *************************:  In my nearly ****************************************************  We work very hard to make our ************** a lovely B&B experience.  Most guests feel we exceed their expectations.  This ordeal I am sure is frustrating for *************************** as her story changes on social media as well as what was written to you.  My husband and I responded in the fashion we did was in good faith, and it was not perceived this way.  ****************** has regrets of her entire experience here not just this incident and on one social page accused us of charging her again and again.  Which is not true, she was charged for one night stay and the damage.
  
  See attached to further document the facts and our actions to resolve when it was appropriate.
  
  I feel since I spoke to Expedia twice and sent them all the documentation; they agreed to handle her dispute and resolution was made.  We would like to put this behind us now.  I hope you understand.
  
  
  Sincerely, *********************, ********************* Owners
  
  

  Customer response

  11/09/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  What you just sent in, was me asking you to add something to a package, and me getting no response from you. I am not sure how you can say that you go for the best customer service when I couldn't' even get ahold of you around 3pm-on. What that screenshot shows is that I went out and bought roses for my husband, and chocolate for him, BY MYSELF. Due to the fact that you could not accommodate, though I did not get that message until 9 something PM. My story once more has remained the same- you did charge me multiple times. Expedia charged me for the stay- which THANK GOD. And you charged me for the table. Despite the fact that once more- which this whole thing is over, we were told at 9am on the 23rd we would not be charged for. Your verbiage in these responses, very strange. Blaming the customer for your employee's mistake, calling me abusive because I am trying to get a resolution out of you, calling this disturbing. The only thing that is disturbing is that your table broke with a suitcase on it, I weigh 120LBS and leaned on it to put clothing into it, it snapped off the top, my suitcase contents fell on the floor. It is the same no matter WHERE you look on social media/ google reviews etc. It is my right as a customer to leave those reviews. You are refusing now the $150.00 because the reviews upset you. Which is absurd; you tell myself and then expedia you will be refunding $150.00- I have the email saying you will, and then you decide you dont like something I say on the internet, making it seem like we are playing true detective here. It's just open and shut. ***** said, "you will not be charged, and we will even remove it for you".  You said "well I was out of town, and thats not how I feel, so I called expedia to charge you $300.00 but will refund you $150". I say no because thats not what ***** said. Suddenly, I am abusive, insane, saying all kinds of lies.....  who runs a business like that. Anyone reading this can go match up what I have said here, and anywhere I left a review. I am not harassing you, I am giving feedback on my stay at your establishment. Expedia did not "fix it for you". They have me $150.00 because they felt you were being absurd. I am asking you to give the other $150 as promised to Expedia. You should not be expecting Expedia to handle your business for you. Do what you said you were going to do and make it right. For goodness sakes, we would have just paid it there if we knew we were going to be charged, we were told NO. Trying to make me out to be crazy here is, absurd. Just do what you said you were going to do. This is a very easy resolution. Everyone is on hold waiting for you to do the right thing. Including the bank. Screenshot is attached, I am not insane or acting out of line, you are avoiding holding your word. 
  
  Regards,
  
  ***************************

*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. ↩