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Business Profile

Hotels

The Inn on Storrs

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:12/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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 reserved a room at the Inn at Storrs directly on their website for my daughter’s graduation. The room was booked in May 2024 for May 9 - 11, 2025. On December 10, I received a notice that my reservation was cancelled with no explanation. I called the hotel and spoke with Jenilu Z***** who indicated she was the General Manager. She indicated that she would investigate and get back to me. I sent her the attached cancellation notice which also shows that I had a reservation. I received an email telling me that she didn’t know how I booked the May 2025 stay earlier as that should not have been available before January and to call in January to rebook. I looked on line and it appears the rates for those dates are showing as not available, but reflect a higher daily rate. It appears that they cancelled my reservation in order to get a higher rate. She was aware that the stay coincides with ******* graduation. My reservation was cancelled just to obtain a higher rate and leaves my family without a reservation for such an important event. The cost for my 2 day reservation was $264 and now the rate is $270 per day (twice as much)

    Customer Answer

    Date: 01/06/2025

    Given my experience with this hotel, I don’t want to risk staying there for my daughter’s graduation.  I rebooked the stay on January 1st which was over $600 and sent a request to adjust the rate to match the original reservation and received no response.  I called over the weekend to cancel the reservation and no one picked up.  I sent a message on their site and received no response. I called today and the agent told me the reservation was non cancelable even though the website shows a 24 hour cancellation policy.  She would not give her name and indicated that I was notified that the reservation was non cancellable in the portfolio sent to me AFTER I made the reservation.  I did not receive an email from them, yet she confirm that she had the correct email on file.   They’ve already charged one night to my **** account.  

  • Initial Complaint

    Date:02/23/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 2/17/2023 I had a one night stay at the I** ** ******* ********** ***
    Reviewing my credit card activity days later, I noticed a mysterious $250 charge from the *** ** ****** that was in addition to the $160 charge for the night. Calling the *** ** ****** about the mysterious charge, I was informed that a phone was broken during my stay and I was being charged $250 for the damage. Neither I, nor anyone staying in the room with me broke the phone. They assessed a $250 charge to me without any notification or opportunity to tell them it was not me or anyone in my party.
    When I informed them on the phone that I did not cause the damage they were dismissive and refused to reverse the charge. In their eyes I was 100% guilty. They gave no consideration of any other possible source of damage, like previous occupant, cleaning person, etc. Again, they refused to issue any reversal of the $250 charge.

The Inn on Storrs is NOT a BBB Accredited Business.

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