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Business Profile

Hotels

GreenTree Hospitality Group
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BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:11/07/2024

    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.
    We paid $205.02 as a security deposit on 10/3/24. We did not receive our refund. We have been told multiple things, such as "your card is locked" (it's not), "we can't refund you if you used a debit card" "we are unable to send you a receipt by email". Every time we call there is no manager available. At best I am hoping this is incompetence. At worst, it could be a scam run by employees somehow. We booked the hotel through *********** and were charged appropriately. The only thing we are seeking resolution for is the hold that has yet to be refunded.

    Business Response

    Date: 01/29/2025

    We sincerely apologize to Ms. ****** for the issues we encountered when refunding her deposit. It is not something we see regularly and we had the IT team with our software company investigate why the refund was not processing correctly. They were not able to see anything unusual, so we did ask the guest to have her bank investigate as well. We sent a paper check to the guest on 11/14/24, which ultimately resolved this matter. We have not had this issue with other guest deposits since. 

  • Initial Complaint

    Date:05/07/2024

    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 never received my deposit back so I called and they said they were having problems with **************** so I contacted **** and was told they were having no problems with refunds. I contacted the hotel again and they sent me out a check for 1 of my deposits I took it to my bank and 2 other places and there check readers could not read the check. So I contacted the home office and was told that they would forward it to the proper person and she would be in contact with me that day I never heard back I have tried contacting them numerous times and left messages and have not heard anything back.

    Business Response

    Date: 10/25/2024

    I am contacting you regarding the complaint from ******* ****** from 5/8/24. I believe the issue has been resolved, and the guest received his refund after reaching out to our **************** to resolve the issue.

    I first spoke to this guest on 5/6/24 and began working on finding a way to get him his refund. I spoke to him most days after that. He did have trouble cashing our checks and we couldnt figure out why; we dont normally have any issues with this. We then tried to do multiple wire transfers, and they wouldnt go through. On 5/24/24, we sent him a cashiers check for the full refund. I emailed him to let him know it was on its way to him. After this, we did not hear from him again, so I assumed he was finally able to cash the check.

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