Oceana Boutique Inn Hotel

Review: Booked 2 nights through Priceline.com that advertised as a boutique hotel with backstreet parking and amenities on premises and in rooms that do not exist, i.e. coffee machines, ironing, kitchenette. Hotel has no maid service as bathroom.s and rooms have not been cleaned with leftover bath soaps. Appear to be questionable other quests living there,. Security lights shown through curtains all night unable to sleep. Could not stay second night as felt unclean and unsafe. On-site manager is unable to solve issues or offer refunds. I have contacted Priceline who has to get refund from owner [redacted] who is not responding. The on-site manager uses his own room where he lives as office and also wanted copies of our drivers licences upon check in. Worried now how this information will be used since also has my credit card information when charged for $225 for the 2 nights.Desired Settlement: Take off websites as a hotel because unaware customers have no idea true quality of property and there is no remedy on-site for issues refund.

Business

Response:

Hi,

Review: I rented an apartament from Oceana Venice Beach on date of november the 6th 2015 for 1 night from november 8th until november 9th. I was with my wife, sun and mother in law. We are a family from Montreal, Canada and we were travelling in California for around 3 weeks.

We arrive at the apartament around 3:30 pm and the chambarmaid was outside the place and she told us that the towels were not ready yet, we left our lugages in the place and we left to go and get some food and go around Venice Beach. When we came back around 8:30 pm and got inside we took off our shoes and use the toilet and just before my wife went to trhe shower we start to see that the apartment was not cleaned previusly. our foots were all dirty, the buttom of the bath was almost brouwn instead of the roiginal white,the oven was full of burned stuff and the cafetier, the stove and fridge were full of dust. in the bedroom we realised that the sheets were never changed, there was 2 bigs spots of I don't know what.Right after seing all that I sent and email to the company with pictures attached of this mentioned above and saying that we were leaving the place at 8am . we wanted to leave the place the same night but as it was 9 something pm and we were with a kid who was also titred and sleepy and also I was sure they will never refound us as it's a term and condition of the renting. 1 or two days after the company wrote me an email asking me to call them but I didn't find the time as I was in vacation, then I asked to be caled by them. On date of november 17th finally I called them and a lady on the phone she said that she was very sorry and the person who was supose to clean did not do the job, that her boss wanted to give us a compensation of $60 so we can enjoy lunch or diner and hung up. In my opinion this is as ridiculous as a compensation, it is not a kind of apollogie I think we deserve after paying $230 for 1 night in a place that literally was disgusting!!Desired Settlement: 100% refound for the 1 night.

Business

Response:

Hi [redacted], Please post our response to this complain and close it. We gave them $60 refund, they stayed in our 2 bedroom beach house for 1 night and the refund was quite adequate and more than generous. Contact person: [redacted]Phone [redacted]Fax [redacted] Response to the complaint: 1- This guest arrived at the vacation rental at 1:40 very early- our check in is at 3 pm. The housekeeper was cleaning the unit at the time so as a favor we let them in so that they left their belonging and based on their notes to you they came back at 8:30 pm.2- The unit that they had booked is a beach unit and the rate they had received was a very low rate. They had a whole house with 2 bedrooms/ kitchen/ bathroom/ patio/ kitchen nook at the rate of $150 plus tax. The area is very popular and the rates in the area are a lot higher than rate he paid. Seems like they are complaining to get a free vacation.3- The housekeeper has been working for us for the past 2 years, she is a good and professional lady and we have never had such comments from anyone about the quality of the cleaning.4- The home was very clean and as a good faith effort the guest was given $60 refund, so there is really no reason for this. They sent some pictures, but frankly they all seem like normal tear and wear of the kitchen appliances and based on the housekeeper the unit was very clean.5- We have attached the reservation, along with a copy of the emails that we had from this guest.6- We have not done anything that should cause a complain, we gave them a $60 discount over a very low rate for our home which was quite generous, they did have a bargain to get the house at that rate, and frankly I guess they are tying to get a free room!7- Please close this matter and if they wanted to cancel it they should have left the room the same date not stay in the room, get a low rate, and a refund of $60 and then ask for more.8- This is clearly taking advantage of the inn keeper, we should respect small business and they seem to want to take advantage of the small inn keeper. Best regards,

Review: I booked an apartment suite with Oceana Hotel through [redacted].com. The advertised apartment unit shows two bedroom, 1 living room and a kitchenette. When I got to the location of the property on my reservation date, the place looks entirely different from what I booked. I tried talking to the owner as well as the property manager about my complaint and was willing to compromise. But what the owner did was cancel my reservation without even asking me if I wanted to cancel. I have text messages to prove it and photos of their advertisement as well as actual photos of the apartment suite as proof. Aside from this being a false advertising, I got completely embarrassed with my friends and family who traveled with me. I had difficulty finding another accommodation as it was already too late in the day and almost all of the hotels/vacation rentals in that area have already been booked or was way out of my budget. I had to borrow money from a friend to pay for another vacation rental! I was supposed to be the host of this weekend vacation! The owner said that she will refund the money that I paid online but this will have to take 10 to 15 days to be processed. I had to suffer unnecessary expenses, stress, frustration, embarrassment and moral damages because of how they handled the situation!Desired Settlement: I want the owner to refund to me the money I paid her in full and in the most immediate time. I also want her to cover the difference in the payment my friend made in the accommodation we were able to book elsewhere. I also want her to straighten out her advertisement in [redacted] as this is clearly false advertising. I want her to pay for other incidentals incurred due to the problem she gave me such as gas, food and wasted time. I want to be compensated for the moral damages she gave me and the embarrassment I had to go through in front of friends and family.

Business

Response:

This guest booked a room with [redacted]-Ref [redacted] 2-Bdrm Cozy Apt near Beach, Coffee Jul 14 15, 05:19 pm. The suite description is "cozy" so we are very clear that the unit is small 2 bedrooms- the land near the beach is at premium, so when she arrived late in the afternoon she said she does not want to stay. She made the reservation with [redacted]. The reservation terms that she had signed up with was for the click to terms accept of " no cancel/ no refunds 30 days prior to arrival". She booked the room and on the arrival date she arrived late in the afternoon and after check in she made a huge sense at the facility and disturbed all the guests on site. The terms are very clear that she is NOT TO BE REFUNDED, we told her to leave and we will give her what the [redacted] charged us so she left. We were paid $175 from [redacted] for this booking, which on Aug 14 we sent her a check for $175. She is frankly an extremely rude person, she signed the contract at [redacted] is very clear that it states, no refund or cancellation. She cancelled on the afternoon of the arrival date. The unit that we gave her is EXACTLY what she booked, the suite is described as a "cozy" unit so there is no miscommunication so No she not entitled to any incidental money from us and this is a case of the person taking advantage of small business. Please close this case. If anyone should be compensated it is us- she broke the terms of the contract and kept our room vacant, causing us financial damages and her bad behavior caused disruption on the site which bothered the other guests in our small beach hotel.

Consumer

Response:

Thanks, please close this. Frankly we gave them the money even thought they broke the contract.

Review: Apparent GAS LEAK from old wall heater, which also was full of fire hazardous debris all around the gas pilot and throughout heater (I have photos). Felt extremely unsafe with my 1yr old baby, as I was forced to leave all windows open to air out the gas fumes from heater which I was told to leave on by [redacted], the manager, despite the high temp weather outside. Very uncomfortable inside temps, as the heater was left on 24/7, as required by [redacted]. FIRE/SMOKE ALARM not working!!! Manager claims there was no gas leak because "the fire alarm tests for hazardous levels of gas". Substantial amount of dirt on floors. Very poor customer service/management in attempt to rectify problems. Could not sleep, nor could my baby, because of the gas fumes and rowdy partying/music from neighbors. Floors uneven and unsafe. [redacted]My baby and I had apparent health issues with breathing properly and I developed a migraine the first 2 nights I slept there. My baby just had a check-up 1 week prior to our stay there, and I had to bring her back to her Dr., because she was not sleeping, she kept crying, had trouble breathing, nausea, dizziness, and feeling faint. Very unsanitary.Desired Settlement: I feel it is the business owner's liability to compensate AT LEAST the first 2 nights of my stay there. My sister was able to get manager [redacted] (with MUCH convincing), to fix the problem with gas leak, so only my first 2 nights were unsafe and horribly effected by fumes. I still did not feel safe the remainder of time, but I was unable to book anywhere nearby. I feel it is the responsibility of the owners to rectify the situation. Poor customer accommodation and no regard to customer's safety,

Business

Response:

Hi,