Complaints

• Initial Complaint

  06/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On June 24th, 2023 I had a room booked and check in starts at 3pm. I get a notification at 11:30 am that they had already charged me for my room because I had to put a card on file to book. That was incorrect because the booking stated that I was to pay at the location. I call and the girl says she will issue a refund because of her mistake. I finally get there at about 7pm and pay for the room with the card I had intended. Myself and my 2 kids get to the room and it is very dirty. I stepped on a piece of broken glass within 5 minutes of being in the room. The linens were dirty and stained, clump of hair on the floor, old food on the floor behind the one tiny trash can, and the fridge in the room didn’t work and was hissing. I went back to ask to be put in a different room and the man working tried to put the 3 of us in a room with one bed and told me it would be an extra $12 even tho I booked and paid for a room with 2 beds. I told him we would not fit in one bed and needed a clean room and with 2 beds. He switched us to a “deluxe” room with two beds and told me that I had to pay an extra $20 for that room and that if I wanted a clean room with everything working then I shouldn’t have booked a standard room. He tried to charge me $25 but I couldn’t pay that. I really couldn’t even afford the extra $20 but I needed a place to rest before finishing my travels. The only difference between the deluxe room and the standard room is cleanliness and a working fridge. I had no choice and he knew that because I am traveling from out of state and didn’t have any extra funds since they had charged me twice at this point. I even asked if I could get some clean linens and a broom for the original room but he refused and told me my only options were to take the original room the way it was or to pay extra money for a clean room. He didn’t even apologize or ask if I was ok after stepping on broken glass in one of their rooms.

• Initial Complaint

  01/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked two rooms for December 30th til January 1st of 2023. For my family and myself. They changed my card 156.74 for the two rooms. We got there the toilet in one room wouldn’t flush and the bathroom light wouldn’t stay on. We had rooms 258,267 and after getting comfortable and our rooms we started seeing roaches big ones and looking at the bed covers they had blood spots on them. So my family and I packed our stuff back up to leave. I took the room keys back to the front desk and asked for my money back. They told me I would have to speak to the manager whom wasn’t there. My family and I wasn’t the only ones complaining about the rooms. I went through hotels.com to get my money back and they told me they would speak to the property which they did and was told the same thing I was told. I was only there for not even four hours with my family. I feel like I should get my money back.

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