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Oyster Bay Inn

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Reviews Hotels, Banquet Facilities Oyster Bay Inn

Oyster Bay Inn Reviews (7)

Complaint: [redacted] I am rejecting this response because: The person who replied from the business is either lying or is very uninformedFor starters, the room was flooded when I came back to it and that is why I went to the office and asked to be moved to another roomOne the way to the other room there were piles of dog poop in the hallwayOn top of the non stop noise in that hotel the entire weekend, it was a horrible stayI had asked for a discount on my room and was told my the desk clerk [redacted] and the girl that worked check out in the morning (on Sunday) that my entire stay was being refundedThey provided me with a receipt which showed a negative balance which they explained to me was because the money had been put back on my accountI called them back numerous times that day and a couple days later to check on the status (since the money was not showing on my card) and everyone at their front desk kept assuring me that the money would be put back on my card and that I would not be charged anything for my staySecondly, I did not "offer" to pay full price rather than pay through the online site [redacted] at the desk took my credit card and charged me and I was never asked to pay onlineI have written to [redacted] and provided them with my review of this hotel as wellHowever, I was told that they cannot refund my money because it was Oyster Bay that charged me and not themI consider this as fraud since I have been charged for something that should not have been charged to meI find it horrifying that this hotel can have such horrible customer service, especially when I worked in the customer service field myself! To have different employees blatantly lie to a customer's face and to even have the "manager" go back on a promise made by his own business is sickening! I will continue to go as high as I need to to get my money back from this hotelI did not want a gift certificate as I would never go back to that hotel in a million years!!!!! I will be sure to let as many people know about my experience there as possibleThis is no way to treat a customer! Sincerely, [redacted]

To whom it may concern; [redacted] contacted the hotel manager by email stating she thought she would be receiving a refund and to date It hasn't been appliedShe was concerned because this refund caused her to be stranded without money and resulted in her not being able to pay her bills on timeI have attached the emails that have gone back and forth between our client and usI began investigating the account and had no knowledge of such a request or refundOur notes did indicate that guest reported to front desk clerk [redacted] she was not happy during her first night stay in room 215,the guests above her with children were being loud and management was contacted and recommended we move the guestIn the process of the move to room the guest discovered water within light fixture in bathroom of she was moving out of and notified desk which was investigated by the maintenance manager with unknown causeOnce the guest was relocated no further water surfaced and rooms above were checked and no discovery could be made to why this occurredThe guest stated the new room experience was better and all issued had been resolvedAt no time did management approve a refund only a relocation move [redacted] was not satisfied with my response and stated she had pictures and evidence which I asked her to forward to me so I could reconsider the circumstances and had based my decisions only upon records and notes made by my own contact and report notes by my staffI was not contacted by [redacted] in regards to refund inquiryTo date I have not received anything other than a "hidden" payment receipt from [redacted] When a guest books a third party reservation the room and tax is auto hidden in our system from disclosure due to contracts we sign not disclosing rates or providing receipts when made online, the desk clerk upon check out did not uncheck this boxAlthough it was a third party reservation made through [redacted] the guest had selected to pay full rate at the hotel rather than paying onlineIn practice we would have unchecked the hidden information from them because our contract with [redacted] states we can disclose this rate and tax information which front desk didn't catch prior to check out receiptI have provided some screen shots to better understand our systemWhen [redacted] checked out it only showed the credit upon her account and because other information was hidden didn't show what It was balanced againstI have printed our check out receipt showing rate information and I have provided our system notes showing everyone who accessed her account and what was done, there is no way to delete what was or wasn't done within system notesThere are system remarks made by staff and we have flagged this guest to avoid further issues because no remedy can be reached [redacted] mentioned she would be coming to this area off and on and I did offer her a gift certificate and she declinedI explained I couldn't issue cash/credit refund because we have already paid a 20% commission upon amount paid to [redacted] for her stayWhen a guest books online they must direct all communication through that third party and if [redacted] issues a refund inquiry it changes circumstances allowing us to also refund or discount then we pay a less commission charge or if completely refunded we don't pay a commission at allIf customer doesn't contact them it could appear upon our side to [redacted] as fraud, we are stating we are lowering a guest bill to avoid paying them commissions this is why we have procedures and contracts in place to how we would reduce or refund a guest account through a third party [redacted] never contacted the third party and the third party never contacted management In the case of [redacted] Third party is like the customer/guest is their client and the third party is our client and we are supplying a room as the middle person is the best way I can explain itAt this point because [redacted] has refused a gift certificate, we have no ability to refund and commission has already been paid no remedy can be reachedThe hotel guest stayed and we did everything possible to make her stay enjoyableWhen [redacted] made a complaint we moved her, she reported an issue we resolved itWe have closed the account and have flagged her from returning to our property to avoid further issues of this type going forwardIf you have any questions please let me know***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

To whom it may concern; A reservation was through a third party using [redacted] The reservation is automatically placed into our computer system based upon guest selected requestsUpon che***, [redacted] signed hotel policies that dearly stated this was a smoking roomThey signed a credit card authorization for deposit of $for any smoking damages that would occur at 11:08pmAt approximately 3:00am management received a call from the front desk who stated the guests that checked in just went to the room and was dissatisfied it was smoking, guest reported they didn't touch anything within the guest room and wanted to check out without chargeIt was stated that If nothing was used and they weren't happy with the room then no charges would applyManagement then went to the guest room to double check so we could resell the room but discovered everything within the room usedBoth beds were used, soap, towels and the entire room would need to be completely serviced before it was able to rentManagement called to desk and explained that we could not resell this room and it would result in a charge because everything had been usedFront desk explain they had already left, but claimed nothing had been touched or used and we again explained that wasn't true and to note the account why the refund would not be issuedA few days later I received a telephone call from the guest who was requesting a refundIt was explained that everything was used which was resulting in a chargeThey said their children were in the beds and everyone washed themselves upon entering the room and asked isn't this normal? I explained to the guest that yes, for someone who intended upon being chargedThe conversing then turned to the guest who said she was contacting her corporate attorneyI stated then we have nothing further to discuss and the call endedThe room was signed for and stated it was smoking, all aspects of the room used which is resulting in a night chargeNo refund will be issued because the room had been comprised by the guests and children and it wasn't In a state to rent to another partyThank you, Chasaba C [redacted] - GM Oyster Bay Inn & Suites

To whom it may concern; [redacted] contacted the hotel manager by email stating she thought she would be receiving a refund and to date It hasn't been applied. She was concerned because this refund caused her to be stranded without money and resulted in her not being able to pay her bills on...

time. I have attached the emails that have gone back and forth between our client and us. I began investigating the account and had no knowledge of such a request or refund. Our notes did indicate that guest reported to front desk clerk [redacted] she was not happy during her first night stay in room 215,the guests above her with children were being loud and management was contacted and recommended we move the guest. In the process of the move to room 219 the guest discovered water within light fixture in bathroom of 215 she was moving out of and notified desk which was investigated by the maintenance manager with unknown cause. Once the guest was relocated no further water surfaced and rooms above were checked and no discovery could be made to why this occurred. The guest stated the new room experience was better and all issued had been resolved. At no time did management approve a refund only a relocation move. [redacted] was not satisfied with my response and stated she had pictures and evidence which I asked her to forward to me so I could reconsider the circumstances and had based my decisions only upon records and notes made by my own contact and report notes by my staff. I was not contacted by [redacted] in regards to refund inquiry. To date I have not received anything other than a "hidden" payment receipt from [redacted]. When a guest books a third party reservation the room and tax is auto hidden in our system from disclosure due to contracts we sign not disclosing rates or providing receipts when made online, the desk clerk upon check out did not uncheck this box. Although it was a third party reservation made through [redacted] the guest had selected to pay full rate at the hotel rather than paying online. In normal practice we would have unchecked the hidden information from them because our contract with [redacted] states we can disclose this rate and tax information which front desk didn't catch prior to check out receipt. I have provided some screen shots to better understand our system. When [redacted] checked out it only showed the credit upon her account and because other information was hidden didn't show what It was balanced against. I have printed our check out receipt showing rate information and I have provided our system notes showing everyone who accessed her account and what was done, there is no way to delete what was or wasn't done within system notes. There are system remarks made by staff and we have flagged this guest to avoid further issues because no remedy can be reached. [redacted] mentioned she would be coming to this area off and on and I did offer her a gift certificate and she declined. I explained I couldn't issue cash/credit refund because we have already paid a 20% commission upon amount paid to [redacted] for her stay. When a guest books online they must direct all communication through that third party and if [redacted] issues a refund inquiry it changes circumstances allowing us to also refund or discount then we pay a less commission charge or if completely refunded we don't pay a commission at all. If customer doesn't contact them it could appear upon our side to [redacted] as fraud, we are stating we are lowering a guest bill to avoid paying them commissions this is why we have procedures and contracts in place to how we would reduce or refund a guest account through a third party. [redacted] never contacted the third party and the third party never contacted management In the case of [redacted]. Third party is like the customer/guest is their client and the third party is our client and we are supplying a room as the middle person is the best way I can explain it. At this point because [redacted] has refused a gift certificate, we have no ability to refund and commission has already been paid no remedy can be reached. The hotel guest stayed and we did everything possible to make her stay enjoyable. When [redacted] made a complaint we moved her, she reported an issue we resolved it. We have closed the account and have flagged her from returning to our property to avoid further issues of this type going forward. If you have any questions please let me know. [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because: The person who replied from the business is either lying or is very uninformed. For starters, the room was flooded when I came back to it and that is why I went to the office and asked to be moved to another room. One the way to the other room there were piles of dog poop in the hallway. On top of the non stop noise in that hotel the entire weekend, it was a horrible stay. I had asked for a discount on my room and was told my the desk clerk [redacted] and the girl that worked check out in the morning (on Sunday) that my entire stay was being refunded. They provided me with a receipt which showed a negative balance which they explained to me was because the money had been put back on my account. I called them back numerous times that day and a couple days later to check on the status (since the money was not showing on my card) and everyone at their front desk kept assuring me that the money would be put back on my card and that I would not be charged anything for my stay. Secondly, I did not "offer" to pay full price rather than pay through the online site. [redacted] at the desk took my credit card and charged me and I was never asked to pay online. I have written to [redacted] and provided them with my review of this hotel as well. However, I was told that they cannot refund my money because it was Oyster Bay that charged me and not them. I consider this as fraud since I have been charged for something that should not have been charged to me. I find it horrifying that this hotel can have such horrible customer service, especially when I worked in the customer service field myself! To have 3 different employees blatantly lie to a customer's face and to even have the "manager" go back on a promise made by his own business is sickening! I will continue to go as high as I need to to get my money back from this hotel. I did not want a gift certificate as I would never go back to that hotel in a million years!!!!! I will be sure to let as many people know about my experience there as possible. This is no way to treat a customer! Sincerely,[redacted]

To whom it may concern; A reservation was through a third party using [redacted]. The reservation is automatically placed into our computer system based upon guest selected requests. Upon check-in [redacted],[redacted] signed hotel policies that dearly stated this was a smoking room. They signed a credit card...

authorization for deposit of $100 for any smoking damages that would occur at 11:08pm. At approximately 3:00am management received a call from the front desk who stated the guests that checked in just went to the room and was dissatisfied it was smoking, guest reported they didn't touch anything within the guest room and wanted to check out without charge. It was stated that If nothing was used and they weren't happy with the room then no charges would apply. Management then went to the guest room to double check so we could resell the room but discovered everything within the room used. Both beds were used, soap, towels and the entire room would need to be completely serviced before it was able to rent. Management called to desk and explained that we could not resell this room and it would result in a charge because everything had been used. Front desk explain they had already left, but claimed nothing had been touched or used and we again explained that wasn't true and to note the account why the refund would not be issued. A few days later I received a telephone call from the guest who was requesting a refund. It was explained that everything was used which was resulting in a charge. They said their children were in the beds and everyone washed themselves upon entering the room and asked isn't this normal? I explained to the guest that yes, for someone who intended upon being charged. The conversing then turned to the guest who said she was contacting her corporate attorney. I stated then we have nothing further to discuss and the call ended. The room was signed for and stated it was smoking, all aspects of the room used which is resulting in a 1 night charge. No refund will be issued because the room had been comprised by the guests and children and it wasn't In a state to rent to another party. Thank you, Chasaba C[redacted]- GM Oyster Bay Inn & Suites

Complaint: [redacted]I am rejecting this response because:
1. The front desk had my husband to sign a form for a charge of $400 if we smoke in the room 312, which made us believe the room 312 was a non-smoking room when we checked in. 
2. We checked in the hotel around 11:20 pm on 8/15 and left the hotel around 12:00 am on 8/16.  At 12:34 am on 8/16 after we left the hotel, we crossed the toll bridge Tacoma Marrows Bridge with the vehicle Plate No: [redacted], which is recorded on the form that the hotel attached.  Attached please find the receipt for the toll bridge. We did not stay in the hotel till 3:00 am.  Our vehicle should have been photographed when we crossed the bridge.        
3. Before we left the hotel around 12:00 am on 8/16, we were told by the front desk that we were fine to leave and the manager would process the refund in the morning without telling us any contingencies that would prevent the refund. I asked the front desk to give us a statement to state that the manager agrees to refund.  The front desk handed us the statement attached.  The front desk also signed on the form.  Please see the form attached.                     
I want to clarify that we did not use the room or the showers.  We opened a soap to wash our hands while we stepped in the room since we believed that was the room that we were going stay for the night.  We only stayed in the room for about 40 minutes and more than 20 of the 40 minutes were spent to talk to the front desk to wait for the front desk to talk to the manager.  How can the hotel say that we used the room or everything?
My point is that the hotel should have kept their promise if they told their customer that they were going to refund.  They made me and my husband to believe that it was fine for us to leave that night and we would get the refund in the morning, but they came up all kinds of excuses to refuse to refund after we left the hotel.          
Sincerely,
[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

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Address: 4412 Kitsap Way, Bremerton, Washington, United States, 98312-2444

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