Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room in Fayetteville months for an arts and craft show which I was a ventor. This was booked about six months before the football schedule was released. I was given a quote for 53.55 per night for four night with an cost of 243.64. I was not informed that I would be charge an increased fee since the football game was in Fayetteville, Arkansas. I was not given a receipt during checkout. I did not find out about the increased charge until I accessed my credit card summary a day after discharged. i filed a dispute with my credit card but was credited to the hotel. I reopened the dispute on 11/13/24. This is price gouging and should not be allowed!

  Business Response

  Date: 11/13/2024

  Guest did signed registration it’s clearly says price per night and I’m sorry guest didn’t look at registration !!

  it wasn’t our fault !! Guest was well aware of football game rates 

• Initial Complaint

  Date:11/08/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 1, I checked into a hotel after a long day of traveling. Upon entering the hotel room, I was hit with an overwhelming stench of stale cigarettes. The floors were sticky, & upon inspecting the bed, I discovered hair scattered across the sheets, which made my skin crawl. To make matters worse, I noticed a discarded Snickers wrapper lodged in the corner by the chair, a clear indication that the room had not been properly cleaned. I had also reserved a second room for my stay, but it was no better. This room lacked a battery in the smoke detector, raising immediate safety concerns. Hair was again present, both in the bed & in the shower, contributing to an overall feeling of disgust. I had spent nearly $1,000 for two rooms, and the conditions were appalling. I was so uncomfortable that I didn’t want to sleep in the bed.
  
  At 6 AM, feeling frustrated, We decided to check out as soon as possible. During the process, I left my detailed concerns with the front desk staff, outlining all the issues I had encountered in both rooms. I sought a refund for the second night, emphasizing that the state of the rooms likely constituted a health code violation.
  
  My attempts to reach a manager were met with unhelpful and rude responses. I called multiple times, leaving messages and notes, but I was consistently told that the manager was unavailable. I was informed that weekends were not the time for refunds, but it seemed no one took my complaints seriously. The filthiness of the hotel made my stay unbearable; I even noticed remnants of snacks like chips crushed into the carpet on the stairs leading up to the second floor.
  
  To add to my frustration, my card was charged multiple times for a $50 deposit—five times, to be exact. When I reached out to customer service to address this issue, they told me I would need to wait five days for the excess charges to be reversed. I was then informed that there was a banking issue on their end, extending my wait by another five days.

  Business Response

  Date: 11/26/2024

  guest check inn around 9 pm ever since they checked in they were complaining about not having room not close to each other which they claim they requested that room close to each other or connecting. but on our site, it says they made 2 separate reservations at different day .. well, we try our best to give them room next to each other which they look it before they check in to other room. next morning guest decided to checkout each reservation was nonrefundable reservation which they chose so they can save money (they get discounted rates)

  we informed guest even they checkout early there is no refund and then started bringing all other issue. im sorry we can't help this customer beyond that. we have given our best to help guest to accommodate even though it wasn't our fault 

  thank you

  ***