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:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The bathroom in my original affordable room flooded as soon as I got there. At first told me no other rooms available and to use a towel. It got worse so they somehow found a room, but right below on the “executive level”. Water pockets formed in the paint and ran down the wall when they popped. The drywall was so wet it couldn’t hold screws and the shower bar sagged below head level, only held in by pressure. I was flexible and understanding. I agreed to stay in the room since they didnt have another (they claim). The night counter saw it in person the second night and agreed the room was unrentable and I could stay another night. Came back and locked out, I was called a holdover and treated rudely and they tried to charge me $500 for the upcoming night. I refused, but they let me stay in the room under a new agreement and would give me a discount. Gave me a paper with no rate listed, I gave them my CC for a deposit. I also paid for three nights of parking. Next morning I tried to check out. They somehow couldn’t figure out how to print my parking receipts, first tried charging $500 again, then lowered to $199 but the receipt for the room said $350 and under someone else’s card entirely. I brought to their attention. After more than an hour of just trying to check out, I was late for work just needed to leave. I still never got any accurate receipts and my bank statement said they charged $250. They were not transparent on what they were charging. Roped me into paying more for a room through no fault of my own, employee looking at my damaged rooms admitted their is no preventative maintenance and this has been an ongoing issue. They can’t seem to keep their book keeping correct or protect peoples payment info. Receipt says $350 to an ******** ****** card, which I’ve never even owned. Wildly rude as well. Trash collected before 5 am right outside my room. Slamming dumpsters and violating noise ordinance and shows blatant disregard for the comfort of their guests.

  Business Response

  Date: 11/13/2022

  ---------- Forwarded message ---------
  From: *********************** <***********************************>
  Date: Thu, Nov 10, 2022 at 1:20 PM
  Subject: Complaint ID # ********
  To: [email protected] <[email protected]>
  

  
  Hello BBB Team, 

  My name is Qais R******* and I am Front Desk manager for Kellogg conference hotel at *********.
  

  
  

  I am writing regarding the complaint we received for the guest (***********************) who stayed with us from 10/09/22 - 10/11/22 and then he had another day added 10/11/22 - 10/12/22. 

  Based on complaint ID ******** the guest made several incorrect statements, First that we tried to charge his card for $500 or 250 or 350 which is incorrect.  His card was just for incetandals hold of $25 per night and the parking charges of 45 + tax + 53.10 per night which we refund all the parking charges for him due to issues he mentioned to us and as a guest recovery we refund them all of them. Second, that the credit card he is mention that was someone else and the agent show him by mistake is that was our 3rd party VCC which we do not disclose to guest but since he was a little difficult to the agent and the agent got nervous and showed him to make him sure that his card was not charged. I am attaching two refunded parking charges invoice please see below. 

  Any questions or concerns please reach out to me. 

  
  

  Best Regards,

  Qais R****** 

  Front Desk Manager  

  Kellogg Conference Hotel

  800 Florida Ave, NE
  Washington, DC 20002

  Customer Answer

  Date: 11/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: my card was charged $250. I have the credit card statement to prove it. However, the receipt I have says $350. He forgot to mention that the only reason I was in that room was because the first one flooded immediately. I was only difficult by day three of being jerked around by they these guys. I was very understanding up to the point where they couldn't explain my charges or print basic receipts. 
  
  Regards,
  
  ***********************