Travel, Bed & Breakfasts, The Academy House, San Antonio, TX : dissapointing visit to B&B

Complaints.com received the following e-message on June 12, 2001:

From: Cinzia L.

The Academy House, 2317 N. Main, San Antonio, TX

May 31, 2001 Mr. and Mrs. Walker

The Academy House

2317 N. Main

San Antonio, TX 78212

Dear Mr. and Mrs. Walker: This letter is a formal notification and explanation of the actions I have taken regarding our disappointing visit at your bed and breakfast, the Academy House. As I mentioned I would do, I have stopped payment on my check of $221.82 for the weekend of May 26, 2001. Although you have a charming website illustrating your property and accommodations, we were highly disappointed with the reality of those alleged charms. On the way to the property, the cab driver got lost because the house number was so difficult to see. There was no light on around the house other than the small interior foyer light; however, the shrubbery, weeds, grass, and trees were so overgrown they rivaled the height of the house and the light was not visible from the street. Our cab driver actually remarked that it appeared as an abandoned property, and we were inclined to agree; it did not resemble the picture on your website at all. Upon entering our room, my husband and I were overwhelmed and appalled by the odor of mildew and dust, so much so that we were both subjected to an allergy attack including sneezing, difficulty breathing, and itchy watery eyes; this attack did not commence until we entered the house and immediately ended whenever we left the premises. When we approached Mrs. Walker later that evening complaining of the allergy symptoms, she suggested that it was " cedar in the surrounding area." If this were the case, then clearly our symptoms would not have dissipated as they did upon leaving the house or stepping outdoors. I am strongly allergic to dust and mold, as is documented in my medical records; had I known that your facility was not properly maintained, I would have certainly chosen to stay somewhere else. The rest of the house was similarly misrepresented; the sun room that sounded so charming on the web site was packed with boxes, dust, and debilitating wicker chairs, the hot tub was not working; it was not even possible to escape to other, more flattering areas of the house. In addition to the stifling dust and mold, we were shocked and disgusted with the filthy and unsanitary condition of the bathroom in our room. We were forced to wear shoes when showering to avoid stepping on the tiles, which were scattered with dark hairs that were not our own. Although everyone has a different standard for cleanliness, hotels, motels, and facilities such as yours typically adhere to much more strict, sanitary guidelines. The amount of dust and hair behind and around the toilet and baseboards was unacceptable, and frankly, repulsive. We arrived too late the first night to leave, and, complicating matters, Mrs. Walker insisted that we pay our bill in full upon arrival; as frequent travelers, we found this to be a most unusual practice; it is usually customary to pay for services after they have been rendered when staying at a B & B or hotel. The couple we had breakfast with on Sunday morning also expressed dismay and dissatisfaction with paying upon arrival, in their case before they even saw the room. We assumed that while we were out on Sunday, May 27, the room would surely be cleaned; other than the covers being pulled up, it appeared untouched, dirty towels where we left them near the sink that morning and the tiny room still abounding with dust. Breakfast on Sunday was incredibly disappointing, to say the least; we were rushed through it, had to ask several times for coffee and water, and the food itself seemed microwaved and rather tasteless, with the exception of strawberry preserves, which Mrs. Walker assured us she herself did not make. When making the reservations, we were told that we would be served a gourmet, hearty breakfast-a huge misrepresentation. All of the above was unsatisfactory, but we were grudgingly resigned since it was a holiday weekend and most other places were booked (now I know why the Academy House was not). However, the way that you choose to handle my falling down your front steps when you failed to turn on the porch light was reproachable and absolutely unacceptable. Kenneth remarked, "I never go down those stairs!" in a chastising tone when we informed him of my fall, as if we would know to do otherwise. Johnnie remarked, "Oh, I thought I had turned it on.... sorry." There was no First Aid kit or ice pack in the house. I was bruised badly on my right side, including my right shoulder, forearm, hip, and ankle; my knee was bleeding, and not even a band-aid was offered. The weekend was intended to be a birthday celebration for my husband, and we only had one full night there to do accomplish this; it was absolutely ruined due to your negligence and my subsequent accident, as I spent the rest of the night in pain and nursing a sandwich baggie (the only thing in the house to hold ice) full of ice chips. I have had difficulty finding a comfortable sleeping position since the accident on your property, as my neck has become incredibly stiff and prone to pinched nerves; the right side of my neck is still inflamed, and I do not have full range of motion in my right shoulder. The hospital we went to did not accept Kenneth's insurance, and, instead of driving us to another facility that would allow him to pay in full for an exam, he drove us back to the Academy House. When we asked for our check back in order to cover our medical expenses upon our return to Dallas (the least you could do in the situation), you refused. Unfortunately, we had to work around your refusal and pay an additional fee to stop payment of the check. If my medical expenses exceed $221.82, you will be contacted. The Academy House is poorly maintained and managed, dangerous, and unsafe. Your front porch is pitch black in the evening, there is a jungle of weeds in the front yard making it impossible to see beyond half a foot, and the stairs have no railing. The property has good potential to meet all of the claims you post on your website. I sincerely hope that you will give it the attention, time, and financial consideration it needs to accomplish this. Sincerely,

Cinzia L.

cc: San Antonio Better Business Bureau

San Antonio Metropolitan Health and Safety District