Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The ********** ****** ***************** has failed to engage with me in good faith. The stay was July 26-29, 2023 Booked under the name of **** ***** The reservation number is ******** The cost was $520.95 The hotel promised us accommodations in a studio suite for 3-nights. They did not meet minimal expectations. They were only able to provide a room with no amenities. The building had no air conditioning in any common areas and not in most rooms. They say each suite offers a fully equipped kitchen however I never had a working refrigerator even after complaining each day. After the first night our food was ruined, and they failed to act. The hotel also promised daily housekeeping. Housekeeping never attended to the room even upon our request. It was a nightmare to receive fresh towels each evening. The bathtub drain backed up daily and the phone in the room never worked. These problems were never addressed by the hotel and brought to their attention daily. The staff would just roll their eyes at us. I had tried to deal with the hotel while still checked in and after checking out. Most of our group checked out immediately after check-in having no air conditioning in their rooms. Upon leaving I reached out 8-times over the next 12-days. While dealing with the hotel I was always told such things as, “It will be fixed today and a manager will contact you”, “A manager will call you back”, and “The manager is not here now, call back tomorrow.” I even talked to a girl named **** ****** who claimed to be the Operations Manager but had to talk with the General Manager before responding to me. I have NEVER heard back from them. I have heard from my credit card company that the hotel now claims that since I was checked in for 3-nights they don’t owe me anything and would not even offer me a discount. First, they have no way of knowing if I was really there 3-nights as the room never had any housekeeping. Second, they did not meet minimal expectations for renting a hotel room. This hotel has NEVER responded to me during my stay or after departure regarding any of the problems. Every time I brought an issue to the hotel's attention the employees gave me attitude and would roll their eyes at us. When I ask who the management company is they say that IHG Hotels owns and manages the hotel. Thats corporate. Initially I approached the desk before check out looking for a discount. “You need to talk to a manager and they won’t be in until tomorrow….. “ Considering how terrible the experience was and the above stated problems, I am now looking for a refund. I can be reached at ************ ** ***************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Had a 2 night stay at this hotel. Upon check in the room was filthy. Had to go to the front desk over 3 times just to get clean sheets and towels before turning in for the night. Room above us was extreamly loud. Went to the front desk 3 times and called twice, noise never not better and were unable to sleep. 2nd night was the same with the noise and front desk didn't do anything about it. Tried to change hotels but all were booked in the area. I have since this tried to contact the hotel manager, who is refusing to call me back. I've filed 2 different complaints with the hotel chain who says that since the management told them they won't refund my stay there is nothing they can do. I have tried almost daily to contact the hotel and have had no response. Used to enjoy staying at this hotel, but no longer.

• Initial Complaint

  06/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  06/08/22-06/15/22 i was charged 3 seperate fees for a total of $1900 when i was quoted an orginal price for the stay of $796.60. i have not been able to obtian a invoice for the stay and i have contacted the corporate office via email and the general manager several times to be issued a refund. i have also contacted my credit card company to issue a complaint against the business as well. i just want a refund of what i am owed.

*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. ↩