Macks Inn Resort

Complaint: [redacted] I am rejecting this response because:Mack’s Inn is blaming me that customer and accusing me of making things up to be more SinisterTheir website states (which I have included as an attachment) that undisclosed pets, including in rooms is a $chargeWhich is it? $or $50? Adams K [redacted] said this is a big problem and deals with it every day, in fact gave we discussed other examples happening at the time! He said he feels that they should disclose better, but that it’s against policy, a policy he disagrees withAnd that even though a customer is right, he can’t refund the money because his job is to make the owner as much money as possibleThose are his exact wordsHis other exact words were that he deals with 11-complaints a day of people wanting to talk to the owner, mostly because of the dog fee, and that the owner will not take any calls because he is tired of hearing about itThey also say that I made the choice to stay there, when I didn’t have toThey are correct, I made the decision based off the pictures on their website, along with the phone call I made to their staffHow is it my fault that the pictures are deceptive, and when I arrive, you will not give a refund under any circumstance when we see that the place is a dump? This is my fault? My choice? I think notI have included a few other reviews on the web I found with similar issues (all which Adams K [redacted] said he has read and things people are whiningAgain, his words)I have given the information to the Attorney General and asked for them to have a health and building inspector go out and inspect the rooms and cabins, as well as look into their deceptive practices Sincerely, [redacted] ***

Complaint: [redacted]
I am rejecting this response because: Again, you are saying that you only answer the questions asked. Part of my complaint is that you don’t make sure to disclose to the customer that the riverfront does not allow pets. You direct the attention to the website again, but it says there is a $50 fee for undisclosed pets in rooms. So, is the website correct or not?You charge $150 for undisclosed pets in the cabins, even though you allow them. If you’re a stand-up business, why wouldn’t you charge them the $5 per night that you charge if they disclose upfront? If you can cover the cost of the pet with $5 a night, then why do you feel it’s necessary or right to charge $150? Unless of course it’s a profit for you.  Again, Mack’s Inn tries to find ways to get their customers to pay more. The website disclosure you included even says $50 for rooms. Again, which is it, your website, or the disclosure? You seem to only try and use the one that works for your argument at the time. We spoke with our neighbors, they complained about the next room over that had two dogs that barked day and night, our dog is very well trained and does not act that way. They did not complain about our dog.  Adams K[redacted] flat out said that his job is to make the owner as much money as possible. If he is telling you otherwise then I would be worried about all other information he is giving you. You say, “There is just not enough money available in such policy to deal with a complaint like this, to compensate other guests who were unable to sleep, or to take care of the damage some pets do”. So there is a money problem? Was the $150 used to compensate other guests? If so, I don’t see it on the receipts you included. Which looks like it was for all the guest, classy, I’m sure they really appreciate you giving that info out.  I do believe that you think the floor is fine, along with the mildew and mold. But it’s not. I hope an inspector comes and forces you to become organized. We knew how much the rooms where when we signed up, the problem was the deceitful practice for the pet fee of $150. That is what this is about, Mack’s Inn poor service and then when there is a complaint, the customer is told “you chose to stay here”. You make it their fault. Mack’s Inn fails to accept their responsibility. The owner will not talk to customers. Why? If you believe that you provide a fair service then why won’t you have a conversation with them? There is only one reason, you are tired of so many people complaining about their stay, the conditions, and the fee’s that could have been avoided. To this day, the owner refuses to call, I would call, but Adams said he can’t give out his number. Or was that a lie also?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Mack’s Inn is blaming me that customer and accusing me of making things up to be more Sinister. Their website states (which I have included as an attachment) that undisclosed pets, including in rooms is a $50 charge. Which is it? $150 or $50? Adams K[redacted] said this is a big problem and deals with it every day, in fact gave we discussed 3 other examples happening at the time! He said he feels that they should disclose better, but that it’s against policy, a policy he disagrees with. And that even though a customer is right, he can’t refund the money because his job is to make the owner as much money as possible. Those are his exact words. His other exact words were that he deals with 11-13 complaints a day of people wanting to talk to the owner, mostly because of the dog fee, and that the owner will not take any calls because he is tired of hearing about it. They also say that I made the choice to stay there, when I didn’t have to. They are correct, I made the decision based off the pictures on their website, along with the phone call I made to their staff. How is it my fault that the pictures are deceptive, and when I arrive, you will not give a refund under any circumstance when we see that the place is a dump? This is my fault? My choice? I think not. I have included a few other reviews on the web I found with similar issues (all which Adams K[redacted] said he has read and things people are whining. Again, his words). I have given the information to the Attorney General and asked for them to have a health and building inspector go out and inspect the rooms and cabins, as well as look into their deceptive practices.
Sincerely,
[redacted]

A Note to the Revdex.com.  This is the third time I have attempted to answer this complaint.  The other two times, my answer was erased and I had to start again.To answer:  If a customer calls our office with questions, we will answer the questions.  If the were to say they are looking...

for a Cabin, we would have told them a pet is fine and there is a small charge per night.  It appears after the conversation with the Mack's Inn office, these clients booked the Riverfront unit online.  Our website indicates there are no pets allowed in the Motel or Riverfront (a copy of the web page is attached.When our customers arrive, they sign a check in form (this is also attached).  This form indicates there pets are allowed in Cabins only.  It also indicates the fee for a undisclosed pet.  If someone is checking into a cabin and they disclose the pet, they are charged the pet fee for each night of their stay.  If we find they did not give us this information, we charge the fee.  If someone going into the Riverfront or Motel discloses they have a pet we have to change the room to a cabin, or not let them stay.  There is not an option to just pay $150, an be okay.  We not not have pets in the Riverfront or Motel for the benefit of other guests, it is not to get more "revenues".This is not as great a problem as understood by the guest, because if Adams was accurate in saying it has happened 11-13 times, within the past 70 days we have had up to 2,300 guests in the Motel and Riverfront who have complied.  The way in which we found these guests had a dog was from other guests in the Riverfront.  We received complaints of barking and whining, the exact reason we do not want pets in such a closed in area.  The Cabins give more space for noise to be absorbed.  We "won't change" our disclosure, because we provide the disclosure on the web site and on the check-in form.Adams did not indicate his job was "to make the owner as much money as possible", by enforcing the policy.  There is just not enough money available in such policy to deal with a complaint like this, to compensate other guests who were unable to sleep, or to take care of the damage some pets do.I believe the comments of, "the floor was rotten, and beginning to cave in, mold on the bath room ceiling, and the doors to the room would not close",  "Unfit and unsafe for anyone to stay in", would not be confirmed with a inspection.  We have had many guests before, and have the rest of the season booked for new guests.  I can only assume the [redacted]' wanted to make their fee for the pet sound more sinister that it was.  They left on their own accord, indicating to Adams there unhappiness about the "disclosure fee", yet did not indicate they were concerned about the "no refund" policy.  We are very sorry for their unhappiness, yet we did not create it.  It was there decision to stay with us and bring their dog.