Complaints

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6\7\23 i checked into the hotel at 9:18pm and when i enter the room assigned to me it was totally discussing . The sheets on the bed was dirty and stuff all over the floor. The room was not cleaned at all. The person who check me in was Vsharm. When i went back to the front counter he told me that his manager which i think is his Dad would have to do the refund. I have been trying to reach out to the manager since then and everyone at the front desk say's he is not in and i have left my cell number for a month straight with no return call or credit back to my account. I reached out to choice hotels in which this franchised under and they could not reach him either. I reached out to my bank to get them to try and get the refund with no success. This hotel really needs to be check by the health department and also yall need to investigate them for shaky operations. Please let me know what can be done to get my refund. Thanks Scott *********

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Our stay was 6/17/23 - 6/24/23. The price listed on their own website was $921. We requested the bereavement rate, as we were traveling for our mother’s funeral. We were instructed by customer service that we had to call reservations to request the bereavement discount. Reservations didn’t know about a bereavement rate, and said that the room would be $1151. This normally happens when we book a room. The price is always higher than the price online, and they are unable to match the advertised price. They have a “low price guarantee”, but it specifically does not cover their own advertised rate, only third parties. I was told to get the advertised rate, I would have to make the reservation through the website. Despite repeated attempts to have the discount applied, and repeated assurances that someone from the hotel would contact us about it, no one ever did and we never received the discount. So, in essence, we were given specific instructions to book the room by a method guaranteed to cost more, to request a discount they never intended to apply. They used our misery as an opportunity to take advantage of us. The room we booked through reservations was a ground floor, accessible room with a roll in shower, as we are both mobility impaired. They agreed. When we arrived at the hotel, we were told there were no accessible rooms on the first floor. When we got to the room, there was a tub. We called the front desk and were told that there were no rooms with roll in showers available. Reservations should have told us about both of these things when we booked, but instead they agreed to provide them and took our money anyway. Other complaints: being mistreated by a member of staff, never providing a complete breakfast buffet (some days, missing more items than provided), lack of cleanliness, the room was missing furniture, and failure to issue a receipt upon request. The hotel has not attempted to respond to even one attempt to contact them.

*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. ↩