Complaints

This profile includes complaints for Intown Suites Hotel (all locations)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Intown Suites Hotel (all locations) has 82 locations, listed below.

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• 

  Intown Suites Hotel (all locations)

  980 Hammond Dr Ste 500 Atlanta, GA 30328-8186

• 

  Intown Suites

  2420 E Dublin Granville Rd Columbus, OH 43229-3520

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  Intown Suites

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

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:06/27/2025

  Type:Sales and Advertising 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.

  I made a reservation to stay at your location located at **************************************************************************** for June 23, 2025 to June 30, 2025. Upon arrival the Manager ****** ****** was very welcoming. When we requested a first floor room she was able to accommodate the request, however there was a two hour delay due to needing to be cleaned. Once we were able to check in a little close to 6p, my wife and I decided to make a store run and then come back for the night. Once we arrived and attempted to get settled in, she noticed pubic hair around the toilet, hair on and in the bathroom sink. I also noticed hair in the towel shelves as well as the kitchen counter. After waiting an additional two hours for a room to be cleaned, this room was not cleaned. I contacted the number provided and met with a gentleman from Room 105, who I advised that we were going to check out and find another hotel because this was unacceptable. He then advised for me to keep the keys and speak with *** ****** the next day. He also stated he would leave her a note on the issue. On Tuesday June 24th, I contacted *** ****** and explained to her what had transpired and that we found another hotel the previous night. She then apologized and stated she will make sure I got a full refund for our inconvenience. I then in turn asked for a receipt showing we had checked out of the room and she stated it would be in my email. On Wednesday June 25, 2025 I called *** ****** again and expressed that I had not received either my refund nor email. She then advised that it was being handled by corporate and I should receive by the end of the business day. On Thursday June 26, ************************** ****** who advised that the email and refund were coming and to be patient. As of today June, 27, 2025 I received an email stated that I am scheduled to checkout on Monday June 30, 2025 and if I need to extend there is an option. Deception should never be in a business practice. I never stayed one night.

• Initial Complaint

  Date:06/26/2025

  Type:Order 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 name is ******* ********. I am filing a complaint against IntownSuites Extended Stay ********, *******************************************. I lived in Room 226 from May 7, 2025 to June 24, 2025. The room had no hot water the entire stay. I was offered two alternative roomsone also without hot water and the other with black water pouring from the faucet. Despite paying consistently and following rules, I was denied the ability to pay $30 toward one additional night. The manager, *****, stated I was being removed in retaliation for contacting the ************************ for help. I was not evicted through court and was locked out without legal process. We were not given time to clean or remove 45 days of belongings. Under NCGS 42-25.9, I am legally entitled to 57 days to retrieve property and one guaranteed visit. This law was ignored. Today, June 24, 2025, ***** told me I would not receive my deposit back due to the room not being cleaned, despite us being denied access. Under NCGS *****, deposit deductions must be itemized in writing, which I never received. I also live with a seizure disorder, and being forced out without warning endangers my health. Their actions may also violate the *** under 42 U.S.C. *****. This hotel claims to operate as an apartment when enforcing payments but acts as a hotel to avoid legal responsibilities. I am requesting enforcement for sanitation violations, illegal eviction, deposit theft, retaliation, and disability discrimination.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair 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 wife and I booked a room there on Expedia and one price was quoted, we paid it got a confirmation number and all. When we got there everything changed, they didn't have the room we wanted so the guest service lady gave us a new room at the price we originally booked and told us if we decided to stay a month she would give us the same rate if we came by the end of the week.. so 3 days later we decide we are going to stay and when we go to pay we pay one price and get back to the room and the card key doesn't work so my wife goes back to see why and the gm walk out to help and says "oh WE made a mistake and charged u for the wrong room you have to pay 75 more dollars" and tells us what we were promised doesn't matter anymore basically so my wife comes back distraught because we are budgeting money to stay here during a moving attempt and that was an unexpected occurrence so being me I go back to see why they wouldn't honor what they already did because they made the mistake it shouldn't cost us and as I walked in the guest service lady rolls here eyes and walks off. Gm comes out and I ask her about our issue she says "we can't change our prices for you we made a mistake" and I said we'll why is yall mistake costing us more than we were promised by your employee we made decisions bases off that. If she doesn't know what she's doing that's not my wife and I problem.. In return the gm says rudely you can always leave but you won't get your money back.. at this point I'm perturbed and my wife walks in as I'm saying to them they gave us the wrong room and card key that's not my problem and as my wife was starting to explain where the mix up came in the ** the her hand up in her face and said "NO!!!LET ME SPEAK!!" So naturally now I'm ****** I said don't be rude that wasn't necessary and she starts yelling you can get out my office and off my property I'll call the police (and did) so all of our money was taken for 3 weeks worth of stay here to only receive 3 days.Refund

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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 Friday June ******* around 6:30 p.m., I rented a room at a weekly rate for $215.00, as advertised on the In-Town suites standard rooms at the *****, ******* location. The total amount came up to be $323.84. They charged technology fees, hotel fees, city tax, state tax, fee fees, and mandatory government fees of ($85.00). I am handicap, and they had no handicap rooms available, so I got the standard room and was totally unsatisfied with my one night stay. They did not have a stove light bulb and no tissue in the bathroom. The next morning at checkout time, I requested 5 days of my money back because I didn't like the stay and decided to check out. They refused to give me back 5 days money of stay and said it was their policy of no refunds. They gave me a at the moment verbal policy, but when I asked for a memo where it was in writing, they had nothing in writing to show me.

• Initial Complaint

  Date:06/15/2025

  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.

  I reserved for two weeks but only staying one week because my house is ready would like my refund for the week that I'm not staying.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair 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 6/6/25 I checked into the In town Suites on 6067 Buford ********************************. I payed $411.83 to stay a full week, my check out date was 6/13/25. I was told at the end of my stay check out time, I would get my deposit of $50.00 back if there where no damages to the room. I do have my receipts. I myself was the only person to stay in the room. I checked out on 6/13/25 at 8:30am. I left the card in the room. Check out time is 11:00am, but I decided to leave early. I took lots of pictures of the room before I left, showing there where NO DAMAGES. I called the office around 1pm on 6/13/25, spoke with the manager **** about getting my deposit back, he lied and said the tv was broken and had a spot on it. I told him that was Not True, I took pictures of the room. The whole week I was in GA it stormed and rained, I told him that probably affected the tv. He told me I couldn't get my deposit back to contact corporate. I feel scammed, and cheated out of my 50$ deposit, and I would like to get my$50 deposit back. It's what they owe me, please help. Thanks

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  The manager at the ********** Nc location begs for money constantly personally k let her file my kids on her tax last year or so Ive tried handling it in private with her but she broke crappy her an I got into this lady well tell you dont go to anyone or Ill make you leave this property so the fact she is allowed to get away with this is disgustingly awful

• Initial Complaint

  Date:06/07/2025

  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.

  I am submitting this complaint under full lawful capacity as Executor of ****** REGIUS TRUST concerning a wrongful eviction carried out at InTown Suites, **************, **. On 5/30/2025, I lawfully renewed my weekly stay with full payment, and had maintained over 90 consecutive days of occupancy establishing protected status under Georgia tenant-at-will law (O.C.G.A. 44-7-7). Despite this, I was forcibly removed the next day (5/31) based on unsigned, factually inaccurate violation forms that were procedurally invalid and never served properly.This retaliatory action was spearheaded by property manager *****, who escalated the incident by leaking private information about my removal to a hostile and previously violent guest. I was placed in direct danger, lost multiple workdays, and received no refund for the unused paid week. Witnesses present can confirm that no aggression or threat came from me. My actions were protective only.Additionally, this property manager has a documented pattern of ignoring violations for some guests while retaliating against others. I have filed formal affidavits, video evidence, and a sealed legal demand for full refund and damages. To date, no lawful justification or remedy has been provided.I am demanding:1.Immediate refund for the week paid on 5/30/2025 2.Written correction of records ******** of this locations conduct under BBB oversight Failure to resolve this will result in civil filings and escalation to consumer protection authorities.Respectfully,****** AJ ******* El-Ra Executor | REGNUM REGIUS TRUST

• Initial Complaint

  Date:06/05/2025

  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.

  I checked into InTown Suites on ***********************, ** on May 24, 2025. During my stay, I discovered visible mold in the room. I reported the issue to staff on site, but management failed to take any meaningful action to fix the situation, move me to another room, or provide any real assistance. I paid $605 for this stay.Because I was concerned for my health and my childs well-being, I filed a formal complaint with the City of **********************. After doing so, I received a message from the property on June 5, 2025 at 12:37 PM, informing me that I would not be allowed to renew my reservation citing that my room was not clean. This came as a shock and felt like a direct consequence of me reporting the unsafe conditions.I believe this is a clear case of retaliation, and it is unacceptable. Instead of correcting a serious health hazard, management chose to deny me continued lodging and pushed me out of the property. The situation has caused significant stress and placed my childs health at risk.Resolution Sought:I am requesting:1.A formal apology from corporate or property management.2.A refund for the nights spent in the mold-contaminated room.3.Written confirmation that my inability to renew was not retaliatory.4.Assurance that this property is being reviewed for proper safety, cleanliness, and guest service standards.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair 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.

  ***** and I checked in on May 3rd 2025 booked a room for the month until June 3rd 2025. Our requests were simply a few maintenance requests like we didn't have hot water in our kitchen shelves were missing in the fridge. Fridge and room were dirty when we arrived. Honestly it looked like the bedding wasn't even changed before we got there. They advertise housekeeping on the site at least once a week we never received that. We were staying at the ******** *********** location. Actually maintenance didn't show up until the day I told Monae we were moving out which was a week early since the General Manager was upset over a ****** review I did. Miss ******** made no attempts to try and resolve issues instead she took what we said personally and I felt like she retaliated against us. I'm on disability for 13 years. We were missing 2 packages that we have proof that were signed by staff. One package was signed by the General Manager herself. That package was a router from ******** that *** delivered with her name on it. The second package was delivered it was work equipment for ***** and again it was signed for but we never received it. When we asked staff about the packages we didn't accuse anyone just asked if it came. All staff said no. Due to these issues ******** first dialed the room phone to request my presence in the front office. ***** went with me. I thought maybe issues would be resolved. Instead she yelled at me and made it seem as I accused her about the packages. I've honestly never been treated this way. We walked away and went back to our room. Later the same day she called my personal cell to continue arguing I hung up on her. Then ******** and the office *********** came to our room. They told ***** that we couldn't receive any more mail or packages there and we had to be out by the 3rd.