Complaints

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at this hotel for over 2 weeks, from the beginning of my stay til the end it was almost a bad nightmare I couldnt awake from. I had no hot water the entire time I was there, thats including whenever the maintains guy would come in, turn the water on and off and tell me it was hot when it clearly wasnt and then shrug his shoulders and continue moving on. This is an extended hotel so the employees are residents of this hotel as well. They were all very judgmental, nosey, arrogant people. They had bad attitudes, used foul language, had terrible people skills and did not care of the comfort ability of my needs nor many others needs. They would take your payment and then give you nothing in return. The washers were broken and you werent allowed a refund to the money that it took but didnt dispense. When you do bring a problem to their attention, they all have smug attitudes and make it as if you are troubling them or make it out to be like youre the problem. Their conversation with you would be to belittle you. They did the less amount of customers service than Ive ever seen. There was usually no one at the front desks, and when you were advise to call for assistance they would get angry and demeaning over the phone. I felt that I was being casted out while being robbed of my funds and assertiveness. Ive been the one to keep my room cleaned, trash taken out and lien washed. I actually had to go to a different laundry **** in the area to do any washing. This place was a cockroach invested energy draining drug and money mueling disaster with horrible customer service and takes more time than gives you. I want my money back and my kindness.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent nine days at this hotel. I spent $900.00 to stay. I am working out of town. No one ever cleaned my room. No one called until my last day. I had to leave work three hours early. The manager was rude requesting money or I had twenty minutes to pack my stuff. I tried to pay what I owed, but she would not take what was owed. I went to the room to retrieve my items. I could not get everything at one time. I left $100.00 worth of food in the refrigerator and $200.00 worth of work clothes. I called back to get the rest of my items. The first time they hung up on me and the second time I called back they stated that the room had already been cleaned. I would like to be refund in the amount of $300.00 or two nights stay for free.

  Business response

  06/29/2023

  Hello BBB,

  It is unfortunate that this past guest decided to use BBB as a tool to seek a refund.  We can assure you there is much more to this situation than what was shared.  This guest exhausted his prepayment and was in debt to the hotel for two additional nights stayed.  A two-day grace period was granted, however when no monies were received, he was checked out of his room.  The hotel did allow access to the room for the guest to collect his belongings even though he became abusive to the hotel staff.  Nothing of value was left at the hotel.  There will be no refunds offered as the hotel fulfilled our agreement and the fact remains the guest has a balance due of $130.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December the 9th I purchased 30 days for rent at this hotel I stayed for a week and everthyting was fine. One day I had a friend visit me during the day to watch tv. The general manager knocked on our my friends car door as she was sitting in it and asked what she was doing here and that she needs to leave. My friend told her that she was a guest of mine. So the manager whos name is ***** asked if I was a guest. She said is that your friend and I said yes and we are going to watch a movie. I've got complaints on your friend and you need to tell her to leave I said NO I am paying for a room here and I am allowed to have her here. They said no so I said you may call the police and they did. The police came and asked what's going on I said I do not know and they escorted my friend off the premises. I had to stay in my room for the rest of the day. So the next day I called corporate and asked if there was a form I needed to fill out they said call your local office at the hotel. The woman who answered, *****, told me to get all of my belongings and leave with in the hour . I work 12hr shifts so that is impossible. She used vulgar language at this point. Another manager told me I will not be getting a refund and that I will not have a new key made to get my belongings. They did not give me a reason for kicking me out of the room I paid for. I called the police and the escorted me to my room to get my belongings.

  Business response

  04/14/2023

  We do agree that this “guest” did check into the hotel to stay a length of time.  We also agree that the guest did have someone with them and was in a vehicle for part of this reported event.  After that the remaining comments are questionable at the very least.  What we can say is we made every reasonable attempt to meet guest expectations and maintain a secure and safe environment for every hotel guest and staff.  The Police don’t get involved unless there are extreme circumstances at play.  Nor do the Police remove someone from a public place unless there are no other options.  In this case the guest took actions that prompted the Police to act and remove the guest from the hotel.

*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. ↩