Complaints

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid in advance for two nights and upon arrival to the hotel, there were 3-4 adult guests complaining about bed bugs. Being cautious, we decided to leave and stay elsewhere. The next day I contacted the hotel and the website I booked with of the incident. The website advised they needed to simplify verify the situation in order to provide me a refund. They contacted the hotel and were spoken to very rudely and hung up on after being unable to confirm my statement. I then proceeded to call the hotel and spoke with the gm and he refuses to offer any assistance and left the phone off the hook and walked away while I held over 20 minutes after finally just disconnecting.

  Business response

  02/27/2024

  ****************************** reserved hotel-room on OTA website with OTA stipulations & paid to Hotels.com, a commission agent, was supposed to be quite responsible for the fund (so as refund, if reasonable request to refund) since hotel does NOT have **************** credit card on our file.  But, as usual. any online travel agent (OTA), Hotels.com accuses any hotel for "NOT waiving the Cancellation Penalty".  ******** was paying to OTA of nearly 40% discounted room-rate: Naturally. there were a certain Conditions to apply; such as, "cannot be cancelled after 4 PM"; if cannot be canceled then NO REFUND. It is very clearly "well-printed on the confirmation letter". Ignorance can't be an excuse to demand refund from the hotel, while hotel is nothing to do with either ******** or Hotels.com for this reservation. 

  IN SHORT, AVOID, AVOID, AVOID ALL   MEDIATORS/AGENTS IN FUTURE ; PLEASE . RESERVE DIRECTLY ON  THE ***** WEBSITE.

  THAT IS BETTER FOR MUTUAL BUSINESS  

   

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: ********* continues to disregard the REASON my husband and I did NOT continue our check-in there. I did not ask for hotel to refund any of my money, I simply asked that they give Hotels.com the reasoning we did not stay, which was due to the guests indicating there were bed bugs in the hotel. When we also left the hotel, I asked the young lady what we should do and she definitely indicated contacting Hotels.com, which was done, but again, Hotels.com needed to CONFIRM that we did NOT stay there and the staff/GM refused to tell them this and Hotels.com will not refund my money. Their response also indicating "ignorance" on my behalf is simply uncalled for and very unprofessional in addition to typing in all caps to emphasize I should deal directly with the hotels and not any 3rd party booking agency.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My six-year-old granddaughter and I were in *********, ** where I booked a hotel through Priceline using their "Pricebreaker" deal where the contracted/hotel entity reveals your hotel AFTER you have paid for it to offer "savings." I typed in "*********, **" in the search criteria, obviously because that's where we were at 9PM on 6-1-2023 and heading north the next day. For whatever reason; glitch/malfunction, Priceline revealed my booking to be at: Sleep Inn & Suites ******** ******************************************** which was approximately 100 miles away from ** in the OPPOSITE direction. I immediately contacted Priceline personnel. They were very understanding and tried to contact Sleep Inn & Suites in ********, ** to explain the program malfunction and that the ******** location was impossible for our travel, as we were actually in *********, ** and heading north the remainder of our trip as originally planned. Sleep Inn staff asked that we call back in the morning between 9-9:30AM. We called back REPEATEDLY and the owner ********* did not care about the error that was made in my reservation (beyond my control) and refuses to refund my $77.97 back to me.Priceline management has tried several times to contact the owner ********* in effort to resolve this error but ****** is refusing to answer their call.This is complete fraud as I did not select my hotel; it was revealed to me AFTER my payment, under the guise of savings to the customer and the result location was absolutely impossible. Sleep Inn & Suites is acquiring money for accommodations that cannot possibly be rendered to customers.

  Business response

  06/14/2023

  This is a well-reputed branded ****** of **************************** so that we do have written policies on our website for the smooth operation of nearly ****** ****** worldwide all over the world.

   

  If a guest; such as, Lisa *******,  has self-choosen a highly discounted, nearly 45%,  room rate , naturally, corresponding conditions apply as NO REFUND, no cancel, etc.

   

  So, we, Sleep INN could NOT help her ro get her refund.

   

  Thanks & regards. 

  Customer response

  06/14/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I did NOT select Sleep Inn & Suites nor would I have selected a hotel approx. 100 miles away from our location, in the opposite direction of our travel, impossible for ** to get to. 

  Priceline/Sleep Inn & Suites do not care about accommodating patrons, only stealing their money under the "guise" of offering a discount and changing information after the fact, to evade accountability under their unethical UMBRELLA NO REFUND POLICY and profit at patrons' expense.  Their website/programming has errors and their staff is NOT infallible, therefore, such an umbrella policy should not apply.  Priceline and Sleep Inn are completely aware of this; their policies do not help assist or protect patrons, only take your money for nothing, as evidenced here. 
  

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed here with my 12 year old daughter August 5th, 2022 to August 6th, 2022. During our stay we were bitten by bed bugs in the room we rented while sleeping. When checking out, I told the staff about the issue and told them I expect a full refund due to bed bugs. They refused. I got in touch with the corporate office and still nothing. The GM doesn't care that we paid to rest peacefully. Not to be infested with bed bugs. We had to throw anything taken into the room with is away. This place needs to be inspected and I deserve the refund they are refusing to give.

  Business response

  08/09/2022

  ****,

  Good morning., 

  First of all, this is a false claim/complaint for the full refund since the evidence attached as photo, shown in the attachment is NOT of our hotel floor or wall or linens. 

  We Sleep Inn & Suites have got all wall-to-wall carpeted floor as well all crystal clear while linens as per Choice hotels international policy. We have to abide the policy of our franchisor.

  Secondly, Sammatha's room has been paid at the lowest of 40% discounted rate by Agoda/Priceline- Online Travel Agent., her Room #*** on 08/05/22, NOT been paid by Samantha. This type of highly discounted rate so as correspondingly, conditions apply as NON-REFUNDABLE, NON-CANCELABLE, NON-CHANGEABLE., In other words, ******* has to approach Priceline to get refund. Even though, I, Jeeroy ******* GM graciously offered **** Choice privilege points; that is equal to 50% of the room rent, hotel received from Priceline after their commission. 

  Thirdly, our housekeeper, Maintenance guy & front desk staff are all well-inspected her room ***, there was NOT any bedbugs at all & that particular room is being continuously occupied other guests, no bedbugs' complaints or claim for full refund. 

  Sincerely,

   

  Jeeroy ******

  Certified General Manager

  Sleep inn & Suites.

   

  Customer response

  08/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  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. ↩