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Business Profile

Hotels

Club Quarters Hotels

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Club Quarters Hotels's headquarters and its corporate-owned locations. To view all corporate locations, see

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Club Quarters Hotels has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/24/2024

      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.
      On 20 May 2024, I purchased a hotel stay through a 3rd party at Club Quarters Hotel in *** ********* for an event. I purchased the stay to attend an event that was later postponed with no additional details as to when the event would resume. After speaking to the 3rd party company as to what can be done to mitigate the upcoming cancellation of my hotel reservation, I was told to contact the hotel. Club Quarters advised that no refund could be issued per company policy. I then asked if it was possible to receive credit for the stay in hopes of rebooking when a new schedule of the postponed event would occur. I was told that receiving a credit was also not an option. I spent a total of $488.33 for a stay where I notified and cancelled the hotel before the scheduled check-in date to an event that was postponed and was given no options to rectify the situation. I would like a refund of $488.33.   

    • Initial Complaint

      Date:06/27/2024

      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.
      The services were never rendered but the hotel chain refuses to give me a refund. We were unable to make our flight due to lost luggage and not able to make our connecting flight. The hotel would not work with us, offer any compensation, they would not give us a credit for our next stay, and would not offer a full refund. The customer service agents were very disrespectful in handling our concerns.

    • Initial Complaint

      Date:09/27/2023

      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.
      My name is ****** ********* and responsible for booking this reservation.

      Since August 30th my wife and I have been taking care of our soon during his stay at the ICU of child hospital in ******. He is 8 years old and has a pneumonia that gets him very bad.

      Due to his condition and long time recovered needed we unfortunately had to cancel our trip. His recovered will demand time and medical care.

      I know that our reservation was fully paid and is non refundable, although I'm here to ask for an exception of this refund penalty.

      I've been trying to talk to the Hotel and Booking to help me with an solution, but booth of them can't solve it.

      My family and I would appreciate if we get the refund because it was a very unexpected situation.

      Booking told me that they are in contact with the hotel, but they are irreducible.

    • Initial Complaint

      Date:07/21/2023

      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 am writing to you to register a formal complaint regarding the Club Quarters Hotel, located in *** *********. I have experienced an unfortunate and unjust situation regarding a booking cancellation, and despite multiple attempts to resolve this issue, the hotel management has responded unsatisfactorily.

      On July 17th, I had made a booking at the Club Quarters Hotel via ******* with the Confirmation # ******** . Due to unforeseen circumstances, my flight to *** ********* was canceled on the day I was supposed to check in at the hotel. I immediately contacted the hotel early in the morning, well before the check-in time, to notify them of my predicament and request a full refund for my booking. The staff on call directed me to send this request through *******, which I promptly did.

      However, my request for a refund was rejected and the hotel proceeded to treat my situation as a "no show". I wish to stress that I did everything in my power to inform them of my situation in a timely manner, and I was never told during my initial call that they would not refund my booking. The fact that they knowingly directed me to a futile course of action and later deemed my situation a "no show" is both unethical and unprofessional.

      Adding to this stressful situation, I was traveling with my 4-year-old son. The airline placed us on a standby passenger list for the next flight, which was already full, making our chances of boarding the next flight extremely low. The added financial stress caused by Club Quarters Hotel's refusal to refund our booking made the situation even more distressing.

      I have made several attempts to rectify this situation with the Club Quarters Hotel directly, yet they have not shown any willingness to reconsider their decision. It seems they are unwilling to provide even a modicum of customer service or flexibility in such unfortunate circumstances. I am therefore turning to the Better Business Bureau, hoping for your support in this matter.

      Thank you in advance for your attention to this issue. I trust in your reputation for mediating such disputes and believe that you can help rectify this situation. I am more than willing to provide further information if required.

    Club Quarters Hotels is NOT a BBB Accredited Business.

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