ComplaintsforLighthouse Lodge & Suites

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This business promised to provide breakfast, ice, a working bathroom, ice, and housekeeping services. This business did not provide any of the above. This business needs to modify its description of what it is ("a boutique hotel"; it is a motel), and its list of what it offers (breakfast; working services including ice, vending, and housekeeping; etc.), or reduce its prices. Finally, I am disabled, and this business is not ADA **********

• Initial Complaint

  09/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I booked a pet friendly room, not because I like to sleep where pets have slept, but because I have a pet that was to stay with me. Nothing was discussed about an additional charge when I checked in, but upon check out; I was asked if I had a pet and I said yes. I was told that I was not charged for the pet, which was disclosed at booking and that there would be an additional charge. I intentionally booked a room at a rate I was comfortable with based on the fact I would be bringing my pet. The pet charge that I was charged after the fact was $50.00, I have never paid more than $25.00 and forsure would not have stayed paying $250.00 for a sunday night. This hotel does not warrant that on a Friday or a Saturday night with a pet.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  08.09.2022 checked into the LIGHTHOUSE LODGE and COTTAGES for a 4-day stay. room was dirty, floors were dirty, bathroom sink was dirty, dust on the furniture, questionable bedding. sliding glass door not cleaned recently. sitting area outside room unusable. no maid service, consequently, waste baskets were over-flowing by end of stay. we had a one inch square bar of soap for 2 people, 4 days. i had to wipe down the sink, counter and mirror in the bathroom. could not tell if shower tile was dirty or stained and did not want to touch. photographs on-line are deceiving: "pristine" rooms and grounds do not exist - dead and dying landscape on grounds. plastic, unsightly trash cans everywhere. advertising amenities that do not exist. dangerous, cracked, uneven sidewalks. pool/spa closed by *************** HEALTH DEPARTMENT, i understand 2 years ago, fencing issue around pool and spa not handled in an obvious timely manner. my "complementary breakfast" roll had green mold growing on it. lost power to whole property the night we checked in, manager offered to move us, but one of us was 81 years old, it was dark everywhere, to pack and relocate across the street in the dark could have been dangerous, just using the stairs. other room offered had no use of t.v. or WiFi, a king size bed was offered, but not acceptable for 2 women. i attempted to speak to the manager to resolve all the above issues but the manager was not available once we checked in. i paid $1,173.31 for our 4-day stay.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a stay on Tuesday, June 28 with the Lighthouse Lodge and Cottages for our stay of July 2-July 3, 2022. In advance of booking my stay, I called the front desk to inquire about their amenities. My partner has a disability and we booked our stay in order to use the hotel pool and hot tub. No one notified me that there were any issues about the amenities. I checked the website and the website advertised both the hotel pool and spa. Upon arrival at the spa on July 2, a sign posted at the front desk indicated the pool and hot tub were out. I asked the manager how long that issue had been ongoing and he said two weeks. I notified him that I booked my stay in order to use the pool and spa, and he said I could contact his manager. I took down her name and email and emailed her immediately requesting either a refund (so we could book elsewhere) or some other accommodation and she did not respond. The next day I went back to the front desk and notified the person at the front desk that the manager had not responded and that I wanted to be contacted. The front desk worker said she would ensure the manager got back to me that day but she still never responded. I have had no contact from the hotel.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/07/14) */ Hello *******, The Regional Manager approved a full refund Your 1st night rate and tax has been refunded.Please see emailed folio. Please allow 5-7 business days for the money to arrive back on the VISA ending in ****. Refund of $384.70 will be showing up on that card. Best Regards, ********** Assistant General Manager Lighthouse Lodge and Cottages 831.655.2111 Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response is satisfactory. Thank you for the assistance!

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made the horrible mistake of booking this "hotel" for two nights, December 29- 31, 2021, for which I paid $414.80. I checked in quite late in the evening on December 29, and immediately knew I'd been deceived. The gentleman who checked me in was one of the most incompetent and rude people I've ever encountered. The property looked nothing like the photos on their website. Assigned room 135. The room was old, worn, smelled like mildew and was horribly filthy. The sink faucet was broken. The were visible stains on the furnishings and obvious pet feces and urine stains on the carpets (please see photos and videos attached). The heater didn't work. There were dogs barking in other rooms all night long both nights. The terrace of the room looked out onto a cemetery. Had ANY of these issues become known prior to booking, I never would've stayed. Also, the grounds were just as bad as the room: trash everywhere, broken light fixtures, trash spilling out of unemptied bins. The jacuzzi was under repair, which was also not announced on the website. However, by the looks of the pool and its obvious uncleanliness, this was a blessing in disguise! The hotel claims breakfast is included in the rate; they offered granola bars. I called the front desk and spoke to the gentleman who checked us in. I asked for another room. He said nothing was available. I asked if I could leave without penalty, he said there were no refunds. I attempted to call the manager on duty the next morning, no one answered. I went to the front office and left a message with the clerk. It was never returned. I also sent four emails about the problem which were not returned either. I believe this hotel defrauded me. I travel 290 days a year for work. I stay in hotels for a living. I have never stayed in such a disgusting, filthy room, nor one which was so egregiously misrepresented in website photos. Before taking legal action, I'm trying to amicably request a full refund of $414.80.

*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. ↩