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Business Profile

Resort

Sleep Inn of Mesa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 recently was staying at the sleep inn for about a week due to remodeling issues at my house well staying there i was getting noticed that my card would be charged randomly and when I went to confront the front desk and ask why it would be ran I was told that they figured I was needing another night and we'll of course I would need the extra night so I didn't think nothing much about it then on December 6th when I was trying to get the room again I was told that my card wasn't working I informed them that I turned that card off and would need to give them another one because they ran it to much and caused me to be negative balance and looked at for fraud when I told her that she got mad and kicked us out then when I went to ask about the deposit she then told me it's not there but gave me no reason for it being gone she told me I didn't pay a deposit but I did they wouldn't rent me the room with out one so I then said that someone must have stold that money of I don't have it and u don't have it neither she got mad and told me to shut up and that she was gonna run my cards again and keep the money herself and I have. This all on video I was treated very disrespected I feel it was due to my race with the smirks and comments under her breath which made me get my camera out in the first place I want help getting my money back and working on a law suit

    Business Response

    Date: 12/20/2022

    On Dec 6th ************** was due to check out at 11am at 10:45 am  he calls the hotel and says that he is at home and is picking up new credit card and he was on his way to extend.  ************** arrived at 12pm 1 hour after he was due out.  The credit card declined.  ************** said he would be back and ran to his room and never came back. At 1pm the Housekeeping went to Mr. ************;room to clean and was told by 3 unknown people in the room that they're staying, ************** was not in room.  I then went up to the room, when the door opened you could smell a ton of perfumed spray coving up smoke then looking up I noticed a bag that was tied up over the fire alarm, 2 clear signs of smoking.  I told everyone in the room that they were trespassing and needed to go.   I went to the front desk and told clerk to put room out of order for deep cleaning and pull his deposit.  The front desk looked on his folio and no deposit was held.  At 2 pm ************** approaches me and 2 other employees, he was acting very strange, he couldn't control himself and was mumbling, stumbling over his words and just repeating the same thing over and over and when I would start to answer his question he would start up asking the same question.  This went on for a good 10 min.  I told him finally to keep quiet and listen.  ************** all of a sudden started to accuse me of laughing? which I wasn't and he went on about disrespecting him?  ************** is not entitled to any compensation for room damage.  We are  a smoke/drug free hotel.  The room had to be taken out of service to be deep cleaned which caused lost revenue.

     

    ***********************

    General Manager

    Customer Answer

    Date: 12/20/2022

    I want to be informed on how I could move forward with this complaint i am deeply offended by the statement that she had wrote made accusations of me smoking the bag was over the smoke detecter upon arriving in the room and and the reason the card declined was because I told them I was going to use a different bank card for reasons such as them running it without my permission I had the card and plenty of money to pay for the room the reason we were there that afternoon was because we were goin to rent the room again as I had discussed with the front desk the arrangements that's the reason I did stay there for being drug free I myself do not do drugs but I have video of the entire interaction she states that I didn't pay a deposit but If that was true we wouldn't have been able to stay there I paid my money and want my money back I never done anything  wrong 

    Business Response

    Date: 12/28/2022

    When this guest stayed at the hotel we were in-between a Brand/Name change.  We were using the new computer program and we hadn't been trained in taking a deposit hold so we were only taking the room charges.  This was explained over and over to the complainant but he wouldn't listen.  If he says we took and kept his deposit I would like to see proof from the bank that we did.  

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