Complaints

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My booked stay with them was 3/18/23 - 3/22/23 My booking # ********* I booked a room through priceline for my father. We both went there on March 18th to check him in. The employee said we needed to pay a $100 cash deposit. (Priceline's website says a major credit card would be required) mentions nothing about cash. Had to go to the *** late at night. Gave her the $100 cash and she gave me a receipt, it had my dads name and I specifically asked if this would be a problem for pick up, she said no. She said whoever has the receipt is who gets to pick it up. After my dad checked out on 3/22, I went there a few days later to pick up the deposit, the employee said only the manager can pay it out and she wasnt there and to come bck between 10am-3pm. I came back 3x total, during the alloted time, the manager wasnt there. The last time she was on vacation for 3 days because her daughter had a baby. She said to come back in 3 days. Well i called this time (didnt want to waste another trip I live 20 miles away) and the same lady answered, she said oh I talk to manager and she said she isn't giving you your money back, you have a 24hr window to pick it up. The 1st employee told me there wasnt a time-frame but they will call and remind people after 30days. The employee was extremely rude and also said my dad would have had ti be the one to pick it up anyway because his name was on it. She said the manager would call me and never did. Their corp. Office choice hotels was zero help. They said each of their hotels has different policies on how they do things. I feel lied to, got the run around for over a month. Wasted time and gas going there. I feel they make their rules and policies up as they go along, and find excuses not to pay it. Also lets say it was a 24hr window to pick up, the manager is only there 10am-2pm? and wasnt even there during that time-frame. No hotel's I've been to use cash deposit anymore, probably for this reason. They are very unethical.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website shows a very clean and modern hotel. It is not, part of it has been converted into a homeless shelter and the locks on the doors are broken. a review from someone who stayed after I made the reservation that they would not let me cancel.Feb 8, 2023 ******** "Would probably never stay again..."What did you like most?The room was the only thing that was OK Was there anything you didn't like?Hotel asked for $150 cash deposit for EACH room even though I booked them together. Website had no warning about any kind of cash deposit. Everything in the hotel was broken including the main doors to building and our lock to the hotel room. Which meant anyone from the outside could come in. Was also charged extra that was not included in the final price. 150$ for a room. Neighborhood was sketchy. Also the hotel put us in rooms next to each other but not with the room that has connecting door for some odd reason.

  Business response

  03/03/2023

  Our hotel is not a homeless shelter, all of the websites clearly state there is a incidential charge from $150-$350 and we require this from every guests.  All of our doors have security locks with alarms they are armed during certain hours.  Guest that make third party reservations have to agree to the terms of the third party website that is why they get the extremely low rate - these are no change or no cancel reservations.

   

  Thank you  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So on aug 5th -aug 6th me an my wife booked a hotel for a one night stay we paid 113 for the one night and they told us we had to pay a cash deposit of ********************************** and we had little to no problems but we woke ** in the morning and went to check out and they refused to give our refund back due to dirt on a towel and a black smudge on a comforter and said that the damage to the two items was enough to charge us the 150 deposit well last I knew towels were meant to get dirty if they are being used and they also should have in-house cleaning that can remove the stains and it should be a simple fix not one to take our whole deposit, so when they refused to give the deposit back to us I then called they're corporate office and they told me there was no deposit on file and that they could not return it because it was never collected and that they could not return it for this reason and after trying to talk to the supervisor at corporate they hung up on me and blocked the whole reservation stay so there customer resolution center couldn't pull it up when we called back

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