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:12/04/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  My mother who's 75, disabled and I stayed at Rodedway Hotel for approximately 5 months. In that time we have endured multiple state and health code violations. From August to September our rooms were infested with cockroaches and bed bugs. Ask them multiple times to spray which they did not. Another room we switched to the the toilet wouldn't work and then the sink would back up all over the floor and are belongings when the people upstairs used their water. Another room I had a air conditioner pop on me and I smelled fumes which I assumed was freon because the AC didn't work anymore I was greatly concerned about getting sick over that. Then the last room we stayed in the TV didn't work for 90% of the time we stayed there. I asked for a partial refund for our inconvenience and right after that we got put on a do not rent list. After I already booked another 13 days and I didn't find this out until midnight when I went to check in. I had to search for another hotel at nearly 1:00 in the morning for my elderly mother and I. They had my phone number they could have called us in advance to let us know but instead caused a great inconvenience for us. We spent an easy $14,000 with them in the time that we stayed there. I was told by one of their employees that if you complain they put you on a do not rent list. The management at this hotel should be fired.
  PS: I normally don't complain about anything. And I'm concerned that my mother being elderly and disabled that this could backfire on us and cause more issues. But enough is enough and this place I gave way too many chances too resolve issues.

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 4/29/24, I partnered with ************* to purchase a room with Rodeway Inn in ****** BASED on the reviews given/information given on ************* and Rodeway Inn. At the bottom of the screen, when purchased, it stated I could cancel my reservation...this is now also in dispute amongst deceptive advertising. After making the purchase I called my son that is in the military and would be spending time with me there and he explained that that particular hotel is listed as "OFF LIMITS" to all military personnel (This is usually b/c there is a concern for safety or fraud). I thought I would review any reviews outside of ************* and Rodeway Inn and found hundreds of complaints regarding the staff, the condition of the rooms, rooms being unsanitary, rooms unsafe as well as the location and illegal activity happening at this location. I called ************* and they referred me to Rodeway Inn to get resolve. Since then, I have called Rodeway Inn and spoke to Kate and Mark; both of which were incredibly rude, loud and could not help. Ms Kate stated that ************* knew to call the hotel directly as this has happened a number of times...that is concern b/c why would there be a need? I contacted ************* and they contacted the front desk and was given an email address to the General Manager to request a refund on my behalf. He was supposed to be today, however, now they are saying not until Friday, which is the day I arrive to the area? In the meantime, I have made 2 calls to the Rodeway Inn in ******, being treated poorly as well as being yelled at and not made to feel like a customer. I have called their parent company, ****** ****** 3 times, twice speaking with a supervisor however, they stated they could not do anything and had to make a case and escalate it. I have done the same with *************, case # and escalation however have not received any resolve. I want to reiterate that had I known the true condition and circumstances of the hotel, that the feedback/ratings on ************* do NOT MATCH honest feedback given from parties not trying to sell a service and the fact that it is so bad the military has banned it as an establishment that their sailors can NOT attend, I would have not made the reservation. I also want to reiterate that originally, when searching this hotel it did state cancellations were available and now I am being told that it is not that easy. I have tried all avenues to get resolve and yet Rodeway Inn, ****** ****** and ************* have not made any effort to rectify the situation.

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 made a reservation on-line through *********** for September 2 through September 5, 2023. The hotel reservation #********** was for check in Sept 2, check out Sept 5. I was also charged for a pet fee and had intended to have my family and small dog join on Sept 3rd.
  I arrived to the property late on Sept 2, near midnight, due to being on call at the hospital.
  I felt the area was unsafe and poorly lit, there were people loitering outside the building, and there was no parking left.
  I checked in and went to my room. The halls of the hotel smelled strongly of marijuana, cigarettes and trash bags were piled outside room doors.
  The room I stayed in did not have windows that locked, and the air conditioner was loud.
  The room did not appear as it was advertised on ***********
  the photos appeared to be over 10 years old. There was no small kitchen and the furniture was mismatched.
  I was tired from working 14 hours so I went to sleep.
  The next morning, I decided to check out before my family or dog joined me. I checked out around 8:30am well before check out time.
  I have called the property repeatedly for a refund. The manager is Sudhir, he works 9am-4pm. I have contacted *********** for a refund repeatedly and was told to get the refund from the hotel directly.
  The hotel told me that they refunded *********** credit card (********** ****** ** ****) in the amount of $152.97 and $22.95
  I contacted *********** and they said they were not refunded.
  *********** gave me a credit of $46.76 as they said, "for your troubles, but we will get you a full refund."
  I have waited the 5-15 business days twice, emailing, calling and have heard nothing.
  I chose this hotel because I was on call at the hospital, and would need to come and go all hours. I did not feel the area was safe for a woman to come and leave in the middle of the night.
  I would like a refund at least in the amount listed above that the hotel allegedly gave ***********, I expect it would be prorated.
  Thank you
  ******

  Customer Answer

  Date: 11/08/2023

  The complaint is directed at ******* *** *** ******.

  The hotel was booked through *********** which is based in the ***********.

  The Rodeway Inn has not issued a refund to myself, and *********** stated they did not receive the refund either.

  Please continue to see if the Rodeway Inn and Suites would issue the refund directly to me instead of a third party.

  Thank you.

  Business Response

  Date: 12/13/2023

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

   

  We refund Booking.com $175.92 and there is no pet fee see the attached folio.Ms.****** need to contact ******* **** directly and ******* **** will contact us for confirmation*** agent adjust room charged on 9/7/23 but did not adjust the CC .I just look at the folio and its has been already taking care.

   

  Thank you,

  Sincerely,

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

  Customer Answer

  Date: 12/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20822730, and find that this resolution is satisfactory to me.
  
  I met with the Rodeway Inn on Friday, December 15, 2023. The front desk was polite and provided me with documents needed to show booking.com that the refund was sent to the virtual credit card. After providing booking.com with the documents, they were able to refund me the two days that I did not stay.

  It took longer than expected to resolve, but the matter is officially resolved.

  Thank you for your assistance in this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *******