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Business Profile

Hotels

Mansion House

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mansion House's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mansion House has 2 locations, listed below.

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    • Mansion House

      9 Main St Vineyard Haven, MA 02568

    • Mansion House

      PO Box 428 Vineyard Haven, MA 02568-0428

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/23/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *********************** Md

      Business Response

      Date: 06/03/2024

      Hello

      Following your first successful room extension, the front desk Assoicate understood that you wanted another day.   Unfortunately, what the Associate heard, is not your understanding of what you said.  That is always challenging in the world of money when something is not written down.  Your complaint is the impetus for us to start to confirm all verbal changes with a follow up email.

      We will refund your room cost for the disputed day.

      Thank you for choosing Mansion House for your Vineyard visit. Sorry for the confusion.

      Regards,

      *****************************

      Proprietor

       

    • Initial Complaint

      Date:08/24/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A party of 3 women checked into the Mansion House on Wed. 8/16-8/19. The hotel was nicely appointed, centrally located, & offered pleasant line staff. However, on 8/17 the occupants of Room 203 encountered a television remote which was not operable. Therefore, the television remote would not change channels nor turn the television off. So, the tv remained on all night, for 2nights, which negatively affected the occupants sleep. The manager *** was contacted & a discussion about the operation of the television remote ensued which turn into a very disrespectful,disregarding, & unprofessional exchange, on **** behalf. He actually walked away while one of the room occupants spoke to him. On Friday, 8/18, ants were detected in the room, crawling on a bench located @ the end of the bed. Management visited the room with Clorox wipes & wiped the ants away. As a result, the occupants of the room moved the bench away from the bed & pushed it against the adjacent wall. However, on the morning of 8/19, ants were detected, again. The ants covered a bureau which was located @ the entrance of the room. In addition, there was an ant in the bed, crawling over the sheets. Management was called again & responded with ************** wipes. In addition, one of the room occupants noticed that there were ants in her bag. At that point, occupants of the room were extremely concerned & vacated the room ,immediately, since no one wanted to transport ants to another location or anyones home. As a result, room occupants left the room @ 9 am & were scheduled to check out with a late check out @ 12noon. The late checkout was granted due to occupants being scheduled for a 6:30 pm Ferry reservation on 8/19. So, actually the room occupants were displaced for 3 hours. Upon leaving the room, occupants voiced concerns about ant situation & asked to speak with management. Occupants were told no one was available & a manager would contact guests on Monday, to no avail.

    Mansion House is NOT a BBB Accredited Business.

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