Complaints

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a suite and paid $560 for nights, upon arrival the room I was given was disgusting, the bathroom hadn't been cleaned in years, blood stains on the sofa, blood splatter on the bathroom walls, and ****** palm prints in the elevator walls. I showed them pictures and requested a new room. The new room was worse, no AC, No lights in the bathroom, and a horrible, sickening odor of decaying matter. To make matters worse, they have no manager onsite the front desk staff is rule and condescending at best, and the only solution they could offer was a single room that is $240.00 for 4 nights but the catch was that they won't be able to refund me the difference because I prepaid the reservation.More

  Business response

  01/27/2025

  Dear BBB 

   

  Mrs., Anna 

  Rented a room at the hotel, she talked with me directly in my office and we came to the understanding that she would be given a complete refund, we refunded *********** for the entire stay. **** needs to contact booking again so they can provide her with the refund as she booked and paid through them. 

   

  Thank you 

   

   

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked two rooms with this hotel chain to accommodate my cruise. One room was booked on 11/29 to 11/30 and the second room was booked in 12/5-12/6. I was unable to cancel the second room because the rate was non refundable. The stay both times were very uncomfortable for myself and my family. The facility is booking rooms to people and the place has no heat. Both times we about froze to death. Yes it's Miami but it's not 80 degrees all night especially in December. In addition to no heat the place has roaches. I hated to go back the second time but I didn't have money to throw away. I am glad to be out of there and I vow to never return. Each night was about ***** and I booked it through a plan my job offers called hotelogical. I thought it would be a safe reasonable clean place to book. I was wrong.

  Business response

  12/09/2024

  Good morning

       I have read the complaint and talked to the staff, Mrs ******* did indeed stayed at the hotel on the night of 11/29/2024 and 12/5/2024 , On both nights Mrs ******* never informed the front desk of her being cold. The hotel's A/C system is chilled water and on any night that outside air temperature drops to 65 degrees the system is turned off and the average guest room temperature becomes a pleasant 75 degrees.   The hotel also has portable heaters for guest like Mrs ******* and if she would have contacted the front desk the a space heater would have been provided.

   

  Please note the hotel would have provided a full refund even if the reservation was booked under non -refundable conditions.
  

   

   

  Sincerely

   

   

  ***** ******
  

  Customer response

  12/10/2024

   
  Complaint: 22652516
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Hello and greetings Mr. ***** ******,
  
  
  My name is ******* ******* and I made a complaint to the better business bureau regarding my recent stay on 11/29 and 12/5 at the Clarion INN. In your response you mentioned that comfort level of your establishment . The stay for myself and my family was not comfortable in any capacity.  Tempaeture wise or cleanliness. I was informed by a staff member the boy with the blond hair that there is NO heat in the building, when I called to guest services and complained about the heat not  turning on and I was not offered a heater. I was advised additionally a refund is not an option. So when you tell the story of how I didn't make my complaint known  that is an untruth. That is why I made my complaint with the BBB. I would appreciate a fair resolve in this matter. I would like my money back entirely, but even a partial refund would be suffice. I am reaching out to you because I want you know that I am a customer who wants to be treated with dignity and respect and I was not in dealing with this matter. I am hopeful that we can resolve this matter in a civil manner. Thank you.

  Business response

  12/11/2024

  Good afternoon

  The hotel will provide a refund for the the night of 12/5/2024  Reservation was made through Priceline and paid by a credit card from Priceline. Mrs ******* will have to contact Priceline in order to complete the processes.

   

  Sincerely

   

  ***** ******
  

  Customer response

  12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Customer response

  12/12/2024

  This matter was handled appropriately, timely and professional through the BBB. I am grateful of the outcome. I give 5 stars to the service the BBB provides to consumers like myself.

  Customer response

  12/17/2024

  I was advised to contact priceline for my refund per ***** ******. The Clarion INN representative. I have done so and it has been advised to me that a refund has not been authorized. Hotel Logic a priceline partner stated that I need to speak with the hotel and have it writing to get my money back. I supplied the conversation that ***** authorized one night to be refunded and hotel logic (priceline) stated that the  written conversation I submitted was not sufficient because ***** ****** is not a Clarion INN hotell representative. I now find myself in a ************ issue with hotell logic. I simply would like my money refunded. I am not sure what else I can do. Please advise. Thank you. 

  Customer response

  12/17/2024

  I feel as though a game is being played by ***** ******.

   I would like this issue resolved. Please and thank you. 

  Customer response

  12/24/2024

  I am submitting more information because I have not been successful in getting my refund. This situation has turned out to be a complete nightmare. The hotel is still refusing to provide my refund. Is there anything that can be done?

  Business response

  12/30/2024

  Good morning Mrs. ******* ******* stayed with us in two occasions, both times she booked through a third party, for the night of the 12/5/2024 she booked her room through Priceline. for the night of 11/29/2024 she booked through Hotel Beds. Both reservations were paid through a third party. we do not have her credit card to refund any money to her, as stated in the previous replay. Mrs. ****** needs to contact hotel beds or Priceline. they will refund her and we in turn refund the third party.   Both reservations have a note to refund, we agreed to one refund so she can pick whatever third party is easier to refund or contact .  

  Customer response

  12/30/2024

   
  Complaint: 22652516
  
  I am rejecting this response because I have contacted hotelogic twice already and they have both times refused to refund me. Hotelogic is the third party. I would like a check to simply be mailed in the amount of the nights refund. Please. Hotelogic advised me that priceline will not refund money because they were not given authorization. This is a lot of hassle and I would just like my promised refund please. Thank you.
  
  Sincerely,
  
  ******* *******

  Business response

  12/31/2024

  Dear BBB 

   

  Attached are two folios, both are from Mrs. ******* for different dates. One from Priceline and one from hotel beds, both are third party and both paid the hotel using a virtual credit card. both third party have Mrs. ********* money, we do not have her credit card information, The accounting laws prohibit us from issuing a check to her as the hotel's revenue will not balance Credit card and cash all have to balance for the *** at end of physical year. We can only refund the payment we took in and it has to be the exact credit card payment was made.  I am sorry but we can't send a check.  

  Hotel is not refusing a refund, ************************* still has to call and have Priceline confirm   Priceline would be the easiest of the two.  The notes are in the system and any one at the desk and confirm. I am very sorry for the incontinence. but this is very normal for third party reservations. always best to book directly with hotel as we can take better care of the guest if any issues. 

   

  Sincerely 

   

  ***** Molina 

  Customer response

  01/08/2025

  This has been one heck of an ordeal. The attempt to refund me yet again was unsuccessful. I would like to ask Mr. ***** ****** to call me or his representative together and have the refund processed. He keeps saying he has details of this refund, yet no one is able to locate the details and with EVERY CALL I make, I get more and more discouraged that this refund was even granted. Please assist. Thank you.

  Customer response

  01/09/2025

   
  Complaint: 22652516
  
  This has been one heck of an ordeal. The attempt to refund me yet again was unsuccessful. I would like to ask Mr. ***** ****** to call me or his representative together and have the refund processed. He keeps saying he has details of this refund, yet no one is able to locate the details and with EVERY CALL I make, I get more and more discouraged that this refund was even granted. Please assist. Thank you.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I called to make the reservation, I was advised that the room charge would be ***** Plus taxes and nothing was mentioned about a deposit. Once at the hotel, they charged a $100 deposit as well as a $12 parking fee. There was a homeless man out front trying to sell jewelry getting aggravated when people said no and after I advise the security guard he said oh yeah they do that. after entering the room, I poured water down the small sink and it came out on the floor. I called the front office but nobody came so I just put a towel down and went to bed. I checked out on the 12th and was advised that the hold of $100 was released as well. The hold has still not been released according to my bank. I have spoke to ***** the manager at the hotel and he just keeps blaming the bank. I spent hours yesterday trying to get a hold of someone at the hotel and was unable to. After calling choice, which is the reward program that I that I reserved through I was told that they should not have charged $100 deposit to begin with because its not on their alerts. ***** seemed pretty confused and said he would have to go look through the paperwork but he couldnt do it while he was on the phone because he had meetings and people there. This is an awful hotel that seems to be charging frivolously and theyre not even aware of what their Policies are. This establishment is extremely unprofessional, especially when you try to get answers from them. I feel that My Room should be reimbursed for all the hassle and time that I have spent on the phone. ***** said he would try to do something, but wouldnt say what and said he couldnt deal with it right now. that is the last communication I have had with them.

  Business response

  06/14/2024

  Good afternoon

  The hotel holds a security deposit of $100 and that deposit is returned at checkout. The deposit takes 5 to 7 businesses days to be returned to the cardholders account,  The amount of time the refund takes is determined by Mr *********** bank and This it was explained to ***********.  *********** checked out on the 12th and today is the 14th,   Its only been two days. his deposit will be returned into his account when his bank finishes the processes.   
  

  Customer response

  06/14/2024

   
  Complaint: 21850643
  
  I am rejecting this response because: I was not told about making a deposit when I made my reservations. Nor does this count the fact of the room and the sink linking and the security guard that chose not to do anything about the situation going on outside. Even Choice privileges did not agree with the situation either because they should have been notified of your deposit which they were not. It is unacceptable to hold someones money for over five days for deposit that shouldnt have been applied in the first place due to it not being on Choice privileges site when they made the reservation for your hotel. And in this response, you did not even mention about the plumbing problem nor the security problem or the time on the phone dealing with this matter. I would like a full refund of all expenses.
  
  Sincerely,
  
  *********************

  Business response

  06/17/2024

  Good Morning

  Attached you will find a communication with our corporate office and ***********.  The communication states *********** accepted and received compensation in the form of points on his Choice privilege account for any and all inconvenience including the $100 deposit  during his stay at the Clarion Inn and Suites. *********** received 8000 points which is the equivalent to spending $800 in order to receive such points.   His agreement with the *********************** releases  the Hotel from providing any other compensation.

  *********** stayed in room 224, after an inspection of room 224 we could not find a leak,  we tested the sink, toilet and tub. no leaks, the maintenance staff could not duplicate the leak *********** states in his complaint
  

  The Security concerned expressed by *********** was also addressed with the third party security company we use. However they do not report any issues on the night of June 11th.

  My **** States that no one addressed his complaints, please note *********** checked into the hotel at 3am and departed at 8:32 am.  During the middle of the night the hotel has minimal staff, a night auditor and a security guard. I myself arrived at 8 am and was in my office. *********** could have spoken to me in person before he checked out of the property.    

   

  Sincerely

   

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

  Customer response

  06/17/2024

   
  Complaint: 21850643
  
  I am rejecting this response because:
  I did not check in at 3am. It was 11:21 PM on June 11th. I did receive a confirmation from Choice that they issued points to compensate not knowing about your 100 deposit on 6/15/24. So yes I still need a refund for your company for all the other things that did happen. It sounds like to me you dont even know when your customers leave and go. I checked out around 6:45AM on that Wednesday of the 12th. Again before you lie know what and when your customers leave and go. However, if you dont want to do that this post will stand with the BBB. 
  Sincerely,
  
  *********************

  Customer response

  06/17/2024

  This is the day I was charged, which is on a Tuesday not a Wednesday. If I didnt check in until after 3 please explain why one I would be on your camera around 11:15PM on 6/11/24. Then I checked out around 6:30AM on 6/12/24. Again check the camera. I will send a pic of me if you need it. 
  

  I can also probably get the information from the bank on exactly time of charge it I need too. I would like my money back please. Choice did what they do to justify the time you have taken to fix this.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Having missed a connecting flight due to the airlines delaying my bag. The airport assigned me an overnight stay at the Clarion Inn & Suites on 11/17/23. Then next morning I awoke to take the 5am shuttle to the airport on 11/18/23. Near the airport I noticed I had left my travel wallet in the front lobby where I had been seated directly in front of the check in desk. I asked the shuttle driver to call ahead to the hotel to see if my wallet had been located and we returned after a 12 minute round trip. He called someone (most likely the other shuttle driver) and spoke in Spanish on the phone call. Once at the hotel the other shuttle driver handed me my wallet. Upon sitting down in the lobby I opened my wallet to find ALL of my money ($350- $400) had been removed. I did not feel comfortable approaching the front desk or the shuttle driver to ask where my money had gone. I knew there were cameras in the lobby and would contact the manager at a later time. Once at home I contacted the hotel front desk on 11/19/23 and asked for the manager. They gave me manager *************************** email address. I contacted him by email and he said he would review the video and get back to me. Six days later **************** has made no contact. The hotel is in very poor shape and does not feel safe or comfortable. It is unfortunate that the staff did not have the integrity or trustworthiness to return my wallet with money still in it. It would be very obvious to see from the lobby video footage that whoever picked up my wallet more than likely was the one who took the money from it. It would be nice to have my money returned or at the very least be compensated for my loss.

  Business response

  11/27/2023

  Good afternoon

  The guest left behind his wallet in the lobby and returned several hours later to ave the wallet returned to him by the van driver, guest alleges he had about $350 in the wallet.  I spoke to the the driver who returned the wallet and he advised me that he found the wallet in the lobby with nothing in in it.  after looking at the camera footage I am unable to see if anyone opened the wallet and took his money. Their is just to ,any  any people in the lobby.   I dont believe my driver would have taken his money, probely another guest opened the wallet and took his money. unfortunately the hotel should not be held  responsible for an item that was left behind in such a crowded place.
  

  Customer response

  11/27/2023

   
  Complaint: 20912654
  
  I am rejecting this response because:
  

  It was minutes after I returned to the hotel not hours as they suggest.  I had notified the driver within 5 minutes of leaving the hotel to contact the hotel.  I do not believe the hotel looked at the video footage closely nor have they offered to share it with me.  

  Sincerely,
  

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

  Business response

  11/28/2023

  Good morning

  After reviewing the video more closely , we have found the wallet was opened by another guest, who we do not know the Identity and they are seen taking the money out of the wallet and leaving it in the same location ******* was sitting. will share video with *******.

  Please note the hotel staff did not take her money, also under ******* law the hotel is not responsible for any item left behind by a guest, hotels are only responsible if the item is handed over for safekeeping, which is not the case.  
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bed bugs bit my leg. The room was dirty. Microwave was nasty. Nasty sheets. The front desk could not understand or comprehend the conversation. She kept hanging up on me when I asked for management. $125/night I stayed 5 days.

  Customer response

  05/09/2023

  Please see reservation attached. 

  Business response

  05/11/2023

  Good Morning

   

  TIARA SPIRLIN  stayed at the Clarion Inn and Suites 4/23/2023 to 4/27/2023

  During her stay she complained about bed bugs,  The hotel called a third party company to inspect  

  The exterminator did not find any bugs or activity of bed bugs in room 917

  Sincerely

   

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

   

   

   

  Customer response

  05/11/2023

   
  Complaint: 20009232
  
  I am rejecting this response because:
  We sent you pictures of the bed bugs. We also explained the room was dirty and dusty. I would like to be compensated for my stay there. 
  

  
  Sincerely,
  
  *************************

  Business response

  05/16/2023

  Dear BBB 

  Attached you will find a copy of the last independent quality surprised inspection for our property, our cleanliness score is above the Brand standards, The guest is claiming her room was dirty. it was not, she is also claiming she had bed bugs in her room. attached is a copy of the exterminators report for that particular room. no bed bugs or any bug activity was found in her room.   I have also attached a photo of a bed bug. The photos the guest as sent you as not bed bugs,  

  Bed bugs travel in peoples luggage and on their person, They are brought into the hotel by guest that have been traveling, they jump from suitcase to suitcase on airplanes and cruise-ships. They do not carry or pass any sickness or disease and they leave a blood trail on the sheets when they bite.    

  Please note every housekeeping employee is train to detect Bed Bugs and we have and extermination company that services the hotel two times per month,  Bed bugs are a big concern for every hotel and we take care of any issues quickly when we find one as it can grow into an infestation quickly.  In this case no bed bugs found,  no bugs of any kind found in her room.  

   

   

  Sincerely

   

   

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

   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon my arrival at Miami I booked a room at Clarion which was hideous, dirty and hard to stay in. When I arrived, and saw the conditions I requested a cancellation, and it was denied. Usually hotels allow 24 hours, but I let it go. *** tried to leave a review, but the system doesnt allow it which explains why there are no reviews about this hotel. No business should deny a customer the right to express themselves. Theres something undeniably wrong with this place. It needs to be researched. By the way, a hard copy of my receipt was also denied. I still dont have a copy in any shape or form.

  Business response

  10/24/2022

  Good afternoon,

   

  The guest rented a room through Priceline, a third party online reservations system and not directly with the hotel. she book a pre- paid none cancel reservation and was advised by hotels staff she could cancel but she would have to go through price line, she was told the hotel could not cancel her reservation directly due to the room being pre-paid and any refund would come from Priceline itself.  The hotel will refund Priceline and in turn Priceline would refund her.  I am not sure if Priceline has away to leave a review.  The Hotel is part of Choice Hotels International and choice does provide a platform to leave a review however the reservation would have to be booked through Choice and verified by Choice before a review could be posted.  Due to the the room being pre-paid the hotel cannot provide guest with receipt, we receive payment from Priceline through a virtual credit card and they take off their commission so the receipt  would be lower then the receipt  the guest would get from Priceline.
  

  Customer response

  10/24/2022

   
  Complaint: 18232850
  
  I am rejecting this response because:
  1.I was NEVER told I could cancel my reservation through Priceline or anybody else. The clerk told me straight in my face that there was no cancellation option  additionally, I was told I would be charged $100 as a hold until I checked out and surrendered the electronic card  Intimidation was used from the very beginning.  

  2. A customer should be able to leave a review regardless of the platform.  This hotel denies access no matter how one tries or through which link  

  
  Sincerely,
  
  *********************

  Business response

  10/26/2022

  Good afternoon

  As stated in my previous correspondence. ************** booked a room through third party, any cancellation has to be made by the third party. as they are the payment provider.  Please see attached.   My assistant, ************************* spoke to ************** and advised her of the procedures to cancel a third party reservation, ************** is the the first person to request a cancellation, the hotel policy has always been to cancel or approve a cancellation, we do not force anyone to stay at our hotel, Even none cancel  pre-paid reservations, we cancel and refund the money. this policy avoids social media negative press and it avoids complains such as this one.   We advised ************** to contact the third party and seek her money back, that was not done.  She decided to check in anyway.  Hotel provided resolution and she did not take it. 

  The issue with providing a place for a review, is very simple. she booked through Agoda, a company own by Booking.com. both have a platform to express her displeasure. 

   

  Please look at the attached the payment comes from Agoda, not directly from **************.

   

  Thank You

   

   

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

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Theft of property 18 March 2022, arrived approx. 9:15a-9:45a from NY to Miami American Airlines Flight #**** Uber to Clarion Suites Inn location: *********************************************************************************** Check-in at Clarion is 3p - Confirmed luggage could be left in check-in as hotel courtesy prior to 3pm Only Clarion staff have key/code to this area, Observe camera outside of courtesy room Return approximately 1p Request luggage my Surface laptop was missing; Traveler ***** reported to front desk and called Owner (******) regarding the missing laptop. This conversation was concluded by ****** telling us that Manager ****** would check camera upon his return on 21 March 2022. In an e-mail Manager (1) stated there was no camera inside of the guest room, though ***** observed camera outside of the locked courtesy guest room (2) ****** states in e-mail that he would put in an insurance claim (3) a police CAD # was issued

  Business response

  04/29/2022

  My name is *********************** I am the General manager of the Clarion Inn and Suites Miami International Airport, I am responding to a BBB complaint 17069062. 
  

  
  

  Mrs. ***** made a reservation at the Clarion for her son ***** for the night of March 18th 2022. Upon his arrival at the property ***** requested we store a bag in or luggage room until his returned later in the day.  The bag was placed in the luggage room and secured. Later in the day ***** informed the front desk agent that he no longer wanted to stay at this hotel and he would like to cancel his reservation. after that he asked for his bag, the front desk agent retrieved his bag from the lugged room and that when ***** advised the front desk agent his laptop was missing. 
  

  
  

  *************************, my assistant talked to ***** and asked several questions about the laptop. ***** advised Susy he did not know what brand or model the laptop was. He said he last seen the laptop at his hose before packing for the trip, He also informed ****** he had checked to bag with the airline.   ****** called Miami ************** so that ***** could report the missing laptop. ***** took off he did not wait for the police. Several hour later ***** arrived at the hotel and advised Susy he was now ready to talk to the police.  A case number was provided to *****, however Miami ************** never followed up on this case.  
  

  
  

  I advised Mrs ***** the hotel  had no Cameras inside the luggage room and that I would be contacting the insurance company, I did informed Mrs. ***** that under ******* law the hotel was only responsible for the bag and not its contents, as it's contents was never disclosed at the time the hotel agreed to store the bag. ***** handed us a bag and we returned the bag to him.   
  

  
  

  In closing, We don't believe the laptop was ever at the hotel. Laptop could have been lost in transit to Miami. 
  

  
  

  Best Regards   

  
  

  Customer response

  05/01/2022

   
  Complaint: 17069062
  
  I am rejecting this response because:
  

  *************************** and his staff are giving untruths about the conversation with *****.  ***** did not check the laptop as his luggage was carry-on and we are waiting for a statement from the TSA clerk, who happen to remember him because of an unusual belt ***** was wearing.  Yes, the last time he saw the laptop was when he packed it at the house, at no time was the laptop in the care of the airline. ****** used the fact that ***** said he check-in at TSA - which is what each individual must do. He is correct that ***** wanted to change hotels as the outside environment appeared to be unsafe and that is documented with the many negative reviews of various social sites. 

  ***** and myself also learned that this particular hotel location has a high call volume on criminal incidents, this was ***** and his companions first trip to *******, we all travel a lot and never have we had an negative experience related to theft.  Since **************** has his own opinion, which essential says "we" are lying, in my opinion **************** is protecting the thieves or allowing the outside environment access to a room in which guests believe their property is SAFE - **************** is either part of the problems at Clarion or not concerned with how his guests are received or treated. 
  

  The camera is outside of the courtesy room, and his staff member said that the Manager would review the camera, why would she tell me this?  **************** goes on to write in an e-mail, that valuables must be reported to Staff, this is incorrect. If the items are valued over a specific amount, *see below* then the guest is responsible for informing hotel Staff. 

  ******************** opinion stating that the Surface laptop was lost or stolen in transit is just that an untruth and his opinion.  I also request that **************** send me proof that he filed a complaint on or around the specific dates of my initial request.  So far, I am still waiting. 
  

  a hotel is liable for losses to personal property not to exceed the sum of one thousand dollars ($1,000) in the aggregate. (See the Innkeeper Statute at Civil Code sections **** through ****.) Hotel liability is even limited for theft from the in-room safe.

  
  Sincerely,
  
  *********************************

*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. ↩