ComplaintsforShilo Management Corporation

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept 18, 2023 I had booked 2 nights for my Sister and I. I was shocked to find they offered no amenities, no food service, not even fresh fruit. One coffee pot at the reservation desk that was empty most the time. Room was not what I would call clean. Ring in ***, dead bug on floor, beds that creaked and felt like they would collapse. First morning we had NO hot water. The whole building had no hot water and there were not so happy people checking out. I paid up front for my 2 night stay. I req. a refund for 2nd night so we could book at another Hotel. Account # ********, amount of authorized refund of $200.77. I was told it would take about 2 weeks to rec. ******. That was back from Sept. 18, 2023. I have had zero response from corporate after leaving many many messages. I have names and dates of employees I did talk with at ************, Shilo Inn, ****************. I just want my money back, that's all. It was a horrible experience for my Sister and I. I most recently have left messages with ******************************* at Customer and guest services, **************** in *********, **. Phone # ************ and to date no response what so ever. I have called corporate@ ************ and ************. No one will respond to me.

  Business response

  05/30/2024

  Hello

  I spoke with our ********************** the refund check was delivered on 05/24/2024.  Our Accounting Manager spoke with **************** and apologized for the lengthy delay.  This has been resolved.

  Thank you!
  

  Customer response

  05/30/2024

  Thank you thank you and thank you for helping me resolve this Shilo Inn issue. I just received a Fed Ex with a check in full for my refund. You guys are awesome..........Complaint ID ******** has been resolved. tytytytyty and God Bless you all and BBB.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was issued vouchers for $400.00 in 2019. When I tried booking a room at the shilo inn in Bend my vouchers were going to expire and the ********************* assured me it was not a problem . Approx 1 month later I called **** back and he was no longer with the company and the Manager ************************* said she would be handling my voucher. Fast forward to the pandemic lock down and finally trying to use my $400 vouchers. I emailed the Shilo inn about using my credit . After being asked for proof of my vouchers from ******** and ******* they are refusing to honor the staff's promises made to me. Needless to say this is a disappointment that ************* me their positiion and promise was all I needed when I was ready to use my credit.I was given false information and lost $400. Staff is refusing to remedy this.

  Business response

  04/04/2024

   

  Hello

  The Scrip you received were issued on 01/01/2018.  They expired on 01/01/2019 - pre-covid.  I have attached the picture of the Scrip that you sent to the managers over there.  If anything, I suggest you reach out to the Radio Station or whomever issued these and explain your circumstances and see if they will reissue unexpired Scrip. In that event, we will be happy to honor the unexpired scrip.

  Thank you!

  Customer response

  04/04/2024

   
  Complaint: 21517034
  
  I am rejecting this response because: the vouchers were paid for and issued by shilo inn.

  The shilo inn staff Managers assured me they would honor the vouchers..
  I Trusted them and their process of documentation. Now you are keeping my $400 and  claiming you have no documentation even though I provided the proof. Now  your Company is not following through on a promise. 

  Sincerely,
  
  **** Hop

  Customer response

  04/09/2024

  This is a copy of my email with customer relations my vouchers were accepted.

  The Shilo inn has been paid $400. They are keeping my $400 and not giving me a room even though the staff emailed and verbalized the plan. 

  .

   

  Customer response

  04/11/2024

  This was not resolved.

  the shilo inn took my $400 and never rendered any services

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a reservation for my husband's birthday to take the kids swimming and just have a relaxing night. We got there at 3:50 pm to check in and were informed that no rooms were ready and to come back in a few minutes. We left and came back at 4:10 pm to be told that they cancelled our reservation. Claiming it's a fire hazard to have 2 adults and 2 kids in a room!!! They said we would have to contact priceline for a refund and Shilo is refusing to respond to priceline. What really happened is it was check-in weekend for the local college and they could get couple hundred more for the room because all hotels were booked. Not only did they ruin my husband's birthday, but they stole our money while doing it. Please help.

  Business response

  09/22/2023

  Good Morning

  I spoke with the General Manager at the Property.  This guest arrived with 3 Children, not 2 and booked a **************************** could not be accommodated due to the Fire Codes for maximum guest limit for that specific room type and unfortunately could not be moved to a better suited room because the hotel had no vacancies available. A Refund was made to Expedia on 09/15/2023.

  Business response

  09/27/2023

  Good Morning
  I spoke with the General Manager at the Property.  It is noted that you arrived with 3 Children, 2 Adults and booked a **************************** could not be accommodated due to the Fire Codes for maximum guest limit for that specific room type and unfortunately could not be moved to a better suited room because the hotel had no vacancies available. We do sincerely apologize for the inconvenience however we take safety seriously and must adhere to the Fire Code restrictions.

  A Refund was made to Expedia on 09/15/2023.  We ask that you please reach out to your booking agent to make sure they refund you timely.  Thank you!

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have endured a health crisis after staying the night at this hotel. I have talked with several workers at the hotel and have not got resolution. The cleaner spray provided by the front desk (so that I could clean our room that was not cleaned previous to our arrival) has caused a respiratory reaction and has affected my health.Not to mention I spent over an hour having to clean our room upon arrival.Today I am still dealing with respiratory distress resulting from their negligence.When we checked in we settled down and noticed our room was literally filthy.Finger nail clippings, hairs, food crumbs in dresser drawers Finger and hand smudges and smears on big glass photo, also on all mirrors and surfaces (you could see the filth when the light shined on it, but not when we first walked in and lights were off.)Food remnants and crumbs on the floor and around edge of bed (whole goldfish crackers)Sinks not cleaned Shower completely filthy. Many many hairs, slimy scum on shower wall and floor, smears on curtain rail.Toilet- yuck!I had to clean biohazard! F**** and urine on the seat, underside of toilet on front, and also on floor around toilet edge.Bathroom floor filthy. Hairs, scum, debris All mirrors not wiped Appliances not cleaned or wiped down What I was handed to clean our room was a white spray bottle from under the front desk counter. It was a disinfectant sanitizer- no where on the bottle was it labeled as hydrogen peroxide and it definitely did not smell like hydrogen peroxide. It was not hydrogen peroxide as an employee argued on the phone with me as he accosted me.

  Business response

  09/22/2023

  ********************,
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was at the hotel on august the 22 nd. I had a surgery And I was looking to have a relaxing times there. When I got there at the hotel they kept me waiting till 4 because the room was not ready. Although I told them that I had a surgery. Finally at **** told if the room not ready cancel it. They didnt do it and changed my room with the deferent room. Omg! I dont ask anyone to go to that hotel as much as I can. Starting from the room: dirty , water was leaking from ceiling on my suitcase, I reported to front desk. No action was taken of got sick. All night was throwing up and I left the hotel at seven in the morning. There was two elevator one wasnt working and there was a big line for it. I asked from there several times. If someone can help me to take my baggage up because I had a surgery. No one help me swimming pool was so dirty so they were they looked green bathroom downstairs by swimming. Pool was dirty. I left the front desk know. Nothing have done about it ******* was not working. There was a Mexican Lady at the front desk that I got so humiliated with her. I will report this to business Pido and the health department of seaside. I would like my money back or **** get help for this I hope you can hear me and stop this hotel ASAP!! There was other people coming to front fest and complain too. The room didnt worth even 50 box and they charged me ****** dollars. Again I would like the money back. I tried to contact the supervisor since Tuesday but no one returning my calls or letters. I asked someone from Shilo reservation to help me and he send them an email mentioning all of the above and he put urgent in it . Still nothing. Please help me with this problem. Thank you.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I stayed at Seaside Shilo Inn 7/21 - 7/23/23. Stayed in room 309 it was disgusting. Hole in bathroom door, black out curtains had holes in them. Paint peeling off walls. No light bulbs lamps had to go ask for them. Heater was rusted. Rug was dirty. Room smelled like pot and cigarettes. Was supposed to have an ********* view. Front desk staff smelled like cigarettes. No ice on our floor only had 1 elevator. My binoculars where stolen from my room. Filed a complaint with a nice lady she put in for me to get a partial refund that was 3 weeks ago. Tried calling there corporate office No one answers the phone or returns voice mails. Left several msgs for ************************* at ext 703 nothing. I'm still working with Seaside mgmnt to get my refund. Would. Never recommend using Shilo Inns again.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  July *****th my family and I stayed at the shilo inn in ************ we had problems the entire day with our key not working with our door or pool just for us to get home and it doesnt work at all to our hotel door they gave us new keys still didnt work. They said the computer inside the key died we were forced to sit in a hallway for 2 hours until they got us into another hotel still without our belongings another 30 minutes went by when they finally got in we were transferred to a dirty hotel room and when I was gathering all of my familys belongings they let a non worker a managers wife inside our room when our familys belongings were all still there and we were not and she was hurrying me and making rude remarks the entire time and touched our belongings . During the time we were sitting in their hall way floors waiting my sister could not access her medication which she needs at a certain time everyday otherwise it can result in a bad hostipital trip or worst she was affected bad because of so. My son had to sit in a soiled diaper for over those two hours because it was past 10 o clock no stores were opened and all of our things were inside. And we woke up with bed bug bites All I asked was for a refund for up to that day for the stress and problems we had to go through which was no fault of our own and the hotel doesnt want to do anything about it weve gone to them for over 5years and they do not care. Now I want an entire refund for the stress and emotional hardship we had to go through because of this hotel

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in February/March we booked 3 rooms with the Shilo Inn at a rate of $89 per night which included their Military Discount for a one night stay June 3rd. This was during a citywide festival that brings a lot of business and out-of-state'rs to town. A few days before travel, I called to see if I could add an addition room to our reservation. The lady I spoke to verified our reservation and added the room. Two days before we were to travel, the General Manager, ****, called us and said that he would not give us the rooms for the originally agreed upon price, and that we could either pay $145 per room, per night or cancel the rooms and go elsewhere. He called us two days before we are supposed to travel, into the middle of a citywide festival that has more than half the city booked up, and threatened to cancel our rooms if we didn't pay almost twice as much! Then, when we called corporate and made a complaint, he deleted the entire reservation from the system to make it look like we had never booked in the first place, so when we showed up, 400 miles from home, they didn't show that we ever had a reservation. Fortunately, I DO still have recorded phone call from a few days prior, where the front desk gal confirms, ok a recorded line, that we did have reservations at that time! We ended up having to pay $265 per room, at another area hotel, just to have a place to stay! What **** did is purely extortion, and I'm pretty sure it's illegal and action needs to be taken on the part of this hotel to make sure this never happens to anyone else, and to make amends to ** for the stress, fear, harassment, and additional monies we had to spend due to his greedy actions!

  Business response

  06/09/2023

  Hello,

  This is not true guest ***************************** booked through a 3rd party Expedia for $199.00 and canceled the rooms herself.

  No rooms reservations were made in her name at a $89.00 rate. also Gov/Military rate is $98.

  Please see attachement as to how guest booked.

   

  Thank you

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife, our 6 months old and myself checked in at approximately **** on Saturday evening. Within the first 90 minutes of being in the room we observed bed bugs crawling out from behind the bed. We immediately packed our stuff. Bagged a bed bug and took it to the front desk. The woman working showed no sincere concern for the fact that we were exposed to bedbugs. We checked out, stripped down in the parking lot, bagged our clothes in garbage bags and were forced to cancel our weekend and drive home all night. This is unacceptable. In addition the room balcony door was broken and unable to be secured. Leaving our family and belongings vulnerable. This hotels solution to this was a shower rod.. to be clear this was a waterfront suite at the seaside ****** location room 4/18 on 05/06/23.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at this hotel on 9/12/22 thru 9/14/22 with my children, our two dogs, and my friend and her two dogs. The reservation was under her name *************************. We got adjoining rooms which were a double queen and a king, I pains for the king room under my credit card which was room 262. The stay was extremely disappointing from extreme dirtiness to the hotel being very short staffed. I had to call the front desk the first day to complain about an overwhelming cigarette smell that continued from the hall into our rooms. I called the front desk again the second day to complain about what looked like blood stains on our sheets. A maintenance man brought up new sheets but only for him to wait while I stripped the bed to hand him the dirty sheets then having to myself make the bed including the pillows. The carpets in the hall are stained and covered in dirt along with a guest laundry room across the hall from us full of dirty piles of clothes and sheets on the floor as well as an overflowing garbage. There were two sets of twin beds propped up down the hall by the ice machine and vending machine. My bed had no bed skirt so the two twin beds acting as a box spring clearly showed. The windows we couldn't see out of and everywhere on the property was covered in dog p*** making it hard to walk our dogs. The garbage cans on the lobby were filthy and all the doors requiring a key card to get into the hotel didn't work giving virtually anyone access to the hotel. I have taken pictures of everything I have talked about and I am really hoping to receive a full refund. I am extremely disappointed with this hotel and it was hard to enjoy anything with the hotel conditions. I really don't understand why this hotel is allowed to stay open.

  Business response

  10/06/2022

  Property is smoke-free but there are always guests who still will smoke in their room. If they are caught, they are fined $350.
  2nd floor hallway which is our pet floor carpets are cleaned weekly.
  

  Rollaways are set there for guests coming in or departing.
  

  Guest laundry we are not responsible for laundry left in guest laundry.
  

  Garbage can have burn holes they cannot be cleaned we are waiting for end of season to repaint.
  

  Our dog run is in A  building.
  

  We are waiting for our order for bedskirts.
  

  We offered guest a 30% discount on her room and were waiting for her reply. 
  

  If guest would contact *********************** ************ for any further discussions.

*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. ↩