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)

  980 Hammond Dr Ste 500 Atlanta, GA 30328-8186

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  InTown Suites

  1840 Southpark Dr Hoover, AL 35244-2094

• 

  InTown Suites

  90 Oxmoor Rd Birmingham, AL 35209-5970

• 

  InTown Suites

  7706 N Tryon St Charlotte, NC 28262-3496

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:05/15/2024

  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.

  There were termites in my hotel room. They kept coming through the door. It triggered my PTSD and my sleep was not good. I did not sleep until 6am CST.I also took pictures an also tried calling front deck but not response *******************************************

  Business Response

  Date: 05/15/2024

  Thank you for choosing InTown Suites.  Please contact the manager for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

• Initial Complaint

  Date:05/13/2024

  Type:Product 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.

  About a month ago, I booked the cheapest room available at the Intown Suites in *****************, *******, for a week-long stay. I received a $62.01 charge notification on May 11th, so I called to confirm my reservation and clarify the final price. They confirmed my reservation and said my room would be ready on May 13th.However, on the morning of my trip from ********* to *******, the manager, *****, called to inform me that my room was unavailable due to flooding. He referred me to *** at the ****** location. When I tried to book there, the cheaper room I was promised was no longer available.On top of this, my flight was significantly delayed, one of my credit cards was compromised, and I dealt with major credit fraud issues. Despite *****'s and ***'s efforts, the situation caused me immense frustration and forced me to cancel my birthday trip to ********I had called the ***************** location two days prior and was assured everything was in order. When he called to inform me of the cancellation, ***** mentioned the system should not have allowed me to book those dates and rooms.While I appreciate the managers' efforts, this situation was entirely avoidable, and it's unacceptable that I wasn't informed about the hotel room issue until just hours before my flight.

  Business Response

  Date: 05/14/2024

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21706592
  
  I am rejecting this response because: This is just a canned response that shows little to no care about the situation. A situation caused by negligence by the company and put both myself and their own workers in an impossible situation.
  
  Sincerely,
  
  **********************

  Business Response

  Date: 05/14/2024

  Thank you for choosing InTown Suites.  Reservations are not a guarantee for specifics, but accommodations.  We attempt to honor specific request but its also depending on availability at the time guest physically register on the property.  Keep checking with the front office staff for availability as it becomes available. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21706592
  
  I am rejecting this response because: Again, this feels like a canned response. My issue isn't making a reservation. I don't WANT a reservation. My reservation cancellation was handled poorly. Company is clearly not reading my initial email at all. Again, I had made my intial reservation nearly a month in advance. I was told the *** OF MY FLIGHT that it was cancelled. Most importantly, I was told by the general manager that the flooding done happened BEFORE my initial reservation.  Your system allowed reservations that should never have been able to be made. 
  
  There are three things that are unacceptable here. First, your system allowing the reservation which your manager had told corporate about the flooding and that his rooms were unavailable. Second, the *** OF notification. If I had more time, I could have rearranged my finances and my flight/ hotel accomodations, but I was given roughly four hours to figure new things out. Third, the complete lack of care in the responses through this channel. Every response has felt robotic/ ai generated. 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:05/04/2024

  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.

  very terrible managment i roaches and spiders dancing every where downstaires rooms cilling leaking i had a premiem room $360/week till the restroom cilling was leakin it was friday they made me wait for 3 days till they switch me couldnt use my restroom and i ask them to give me that days free the manager refused and said that i can look for another place they need to replace the manager he really rude that makes you feel not welcome at all they need a professional manager that can manage this property its a beautiful studio rooms he need to check on his guests and act quick to clear the ***** and spider most of the time he is not in the office or he stay inside and lock the door of his office is hard to communicate with him i wish if i can speak to the upper managment pls save this property and cos of my complain review the manager refused to extend for me till i find a place he let me outside after i came back from work the manager refused me to extend or even stay one night they didnt even call me or give me any advance notice that i cant stay there why is cause i put bad review i hv the right to say what is going on in the property i hv pics and video evidence

  Business Response

  Date: 05/06/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21667169
  
  I am rejecting this response because: my complain is about the property manager behavior and neglets  how i will talk to a person is not corporating i need to talk to intown corprate not insite and pls check your reviews on google 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/06/2024

  Thank you for choosing Intown Suites. Please provide the registered guest name and room folio number for further assistance with your concerns.

• Initial Complaint

  Date:05/03/2024

  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.

  I work at night and the front office staff knows that I work at a hotel doing night audit I over slept and the front office manager didn't knock they used there key and told me to get up and go pay the room or I am getting kicked out for not paying I have been at this property for over 3 mo and for them to yell cuss and walk into the room is so highly unprofessional and with a attitude that I didn't pay for I understand the rules but threats if I don't do this and that like they demand is the worse she is worse than my mother trying to tell me what to do there is people who are doing drugs I can smell it going to the front office I see transactions happening and they are still here but yet she can just walk in my room without knocking and tell me what to do

  Business Response

  Date: 05/06/2024

  Thank you for choosing InTown Suites. All charges are due in advance.  Room charges for the upcoming period must be paid by 12 noon on your renewal date.  Payments made after that time may be assessed a late payment fee.  Sorry for any financial inconvenience this may cause. *****************************************

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21662964
  
  I am rejecting this response because:
  What I am saying is that I have been staying in this establishment for over 3 months now I understand the renewal because I work at a hotel so I fully aware of the time frame even though when I have tried to pay online my folio does not show to renew and the general manager is never there for me to get my payment in and also u are telling me that no .after how the general manager feels that she can come into the room unannounced she walked into the room I was staying in and did not knock or announce herself and she came in the room after 7pm so my privacy was violated and you are saying that intown suites has the right to do that? 
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/13/2024

  Per your guest service agreement, Housekeeping: each guest room receives free weekly or daily housekeeping, depending on length of stay.  ************ is required and not optional.  For the safety of our personnel, you must vacate the room during cleaning or maintenance. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21662964
  
  I am rejecting this response because: 

  I never said anything about housekeeping what I said that the property manager ****** walked in the room unannounced and she did this after closing so around 720pm she walked into the room unannounced what does that have to do with housekeeping? When I never mentioned house keeping my rights and privacy was violated she had no right to come in the room without knocking on the door and without saying she is management when she came in she did not knock and she did not say who she was just yelled and cussed at me when the office was closed already so explain that to me 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 was overcharged by $62.12 on 4/18/2024 for a week's stay for my brother (listed on the invoice), which was brought to my attention at the time of check-in and I was aware. The front desk manager (************************* - ************* location ************) could not explain or change the overage, but said the difference would be credited back to my CC within 3-5 business days. As of today, it's been 10 business days and no refund. I inquired with **************** today (5/2/2024), who told me I had to contact Reservations because they originated the error when booking the reservation. I called Reservations and was told the desk manager had to help me. Both told me to submit a request thru their website to ***************** which I did yesterday (5/1/2024) no response yet. **************** also suggested sending an email, but could only provide me an incomplete email address. I have a receipt that shows the actual cost of the room ($372.72) and the amount charged/paid ($434.84). I am requesting the $62.12 be refunded to my credit card ASAP so I don't have to pay the overage out of pocket. Thank you in advance for any assistance!

  Business Response

  Date: 05/03/2024

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21658630
  
  I am rejecting this response because: I have already tried these phone numbers without success. They are not willing or able to help. **************** is who needs contacted, and they don't list a number anywhere. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21658630
  
  I am rejecting this response because: I have already followed this recommendation and was told by the front desk they cannot help. They directed me to complete a **************** request online and have done so on 5/1/2024. Still waiting for response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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 hotel management and staff are very unprofessional and showed dishonesty with my reservation starting with the check in. As well other hotel guests were allowed to solicit false claims against me and my service dog. I was told by management on the fourth day of stay my animal was not a service dog, I was accused of allowing my service animal to potty anywhere which was not true, when my service animal was I'll she had an accident and I picked it up with a doggy bag. On the fourth day of stay I was cussed out by other hotel staff and was called stupid by housekeeping staff. I was accused of having altercations with hotel staff on the lower floor in which I wasn't there. I had to call local police for assistance because management was forcing me to leave for false claims. My hotel initial receipt displays dollar amounts and deposit for only one night, even though it's an extended stay of 7 nights totalling ******, in which I paid cash, I have the extra guess as my witness. I was accused of additional over night guest. Even though speaking to the manager it was made clear my twin sister was visiting for a meal and then my twin and I left. I honestly believe the hotel management pocketed the. **** and then needed to find a way to force us out before checkout in order to cover up the fact she kept the money. The policy say an early checkout will not be refunded. I spoke to police and I was told it's civil matter and that we did not have to leave. I received email to extend, but then suddenly there's no record of my hotel stay and tells me the info doesn't match there records. And our keys deactivated preventing me from leaving wlans the manager refuses to reissue me a key.

  Business Response

  Date: 04/30/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21640628
  
  I am rejecting this response because: BBlackman, the property manager who checked me in did not apply the ****** to my reservation. She applied ****** equalling one nights stay plus deposit and fees, BBlackman stoled the rest of what was left. And proceeded to harass and find ways to make our stay an unwelcomed one, and even lied to local police about an altercation that was not taking place. I was and my service dog were denied our rights to stay breaking state and federal laws, deactivated my key during my stay on the fourth day, and would not reissue my key, therefore I couldn't come and go as I pleased. ********* forced me to leave, did not return my deposit. Said I accrued charges in which I requested the amount and final receipt, she refused to provide anything showing where my ****** went. This has caused me great discomfort, put me in distress and emotional trauma. I'm from out of state, and I was forced out for no reason. I was verbally assaulted by the staff in it's entirety, was called stupid.  I have filled an officially police report against BBlackman and intown suites
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/08/2024

  Thank you for choosing InTown Suites. Per further investigation, no refund is warranted due to the clean up required.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21640628
  
  I am rejecting this response because: There was no cleanup issue at check in when BBlackman, who checked me in and stoled the cash payment I gave her for seven days. However I was given a folio receipt showing only one day was paid plus deposit. The staff here committed criminal acts against me and my service dog. At this time I have filed charges for theft, and am working with detectives. I have proof the money wasn't properly applied to my reservation and I was forced to leave because ********* needed to cover up the fact she stoled my payment. I did nothing wrong to receive this treatment and my money stolen. I hold her and Intown Suites responsible for the theft assault and violating service animal rights. I am taking further legal action against ********* that will result in her arrest for theft over $250, ($560.00)and her housekeeping staff for the assault, these two individuals are committing crimes against guest. Intown Suites has allowed this is unacceptable. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:04/24/2024

  Type:Product 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.

  I rented from Intown Suites ********************************************** from around 01/05/2024 to -3/18-2024. I had to go by ambulance for emergency surgery on a broken femur and get a hip replacement. My dogs, I called animal control to have them picked up a day after I was taken to the emergency room. I signed my dogs over the animal control. Left in the room was:My clothes - 4 drawers worth and 2 full suitcases. 4 large suitcases My coach purse - with wallet, credit cards, prescriptions Bathroom - makeup case, hair dryer defuser = curling iron, make up My laptop and second screen Important documents in notebook birth certificate, social security card etc Leather notebook folder that was 50 years old and belonged to grandfather. Jewelry - mini safe Dog collors and leashes along with dog harness Dog bowls Dishes **** the manager when I left said that he would put the stuff in storage there on the property for me. A friend of mine stopped by there to grab my phone and spoke with **** as well. I called a couple days later to see if he could bring me my laptop at the hospital for a fee because she had not done that. A "new manager" answered the phone and was the most evil person I had ever spoken with. He said I threw all of your stuff out. He then hung up on me. I send police out to the Intown suites where they found with him, my laptop, my second screen, my mini safe and my purse but with no wallet. The police brought those things to me at the hospital. He told the police that I could have paid for storage. Nobody contacted me or told me that ever. They gave away or stole everything in my room!I am in the hospital still rehab for my leg and have had to order a new ID, check cards etc. It has been the worst mess. I have never been treated this evil by anyone as that manager from a business in my life.I want a refund for every dime I spent of my money there ******** and you can ask me where to wire or PayPal it too. There were things in that room

  Business Response

  Date: 04/25/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

• Initial Complaint

  Date:04/18/2024

  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.

  This hotel is infested with roaches and also someone was able to open my door and almost came into my room. The only reason she didn't or wasn't able to was because I had the latch on but if I had not

  Business Response

  Date: 04/19/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer Answer

  Date: 04/24/2024

  I've attached some additional photos showing both the overall condition the room was in when I got here on top of more showing the infestation that led to my initial complaint. I'm mainly looking for there to be a serious efforted put into cleaning this place up because I can tell from the amount of bugs I;ve been fighting to keep away from my luggage and myself that this is not a newly discovered problem for this hotel property. 

  Business Response

  Date: 05/02/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21596334
  
  I am rejecting this response because: It isn't a response. It was an auto-generated email and my concerns were not reviewed or acknowledged. 
  
  Sincerely,
  
  ********

  Business Response

  Date: 05/09/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

• Initial Complaint

  Date:04/13/2024

  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.

  On Saturday April 13, 2024. I went to the Intown suites at 1100 Huffman Rd Birmingham AL and I was going to rent a premium suite. Manager let me look at it and said I'll take it. Weekly rate. Ok
  She took my license and looked into her system and it said Intown suites has me on a Do Not Rent list. What the hell?? I stayed at another location on Oxmoor Rd in Birmingham last year and was there 16 months and moved into a house. Now later I'm wanting to come back but another location. I was one of the best residents and never caused a problem so I am confused. Manager told me to contact headquarters in Atlanta. So I did and no one ever answers. Just a recording. I emailed them but they never answered. I need help in getting removed from that list.

  Business Response

  Date: 04/15/2024

  Thank you for choosing InTown Suites. DNR placement is a result of a violation of the guest agreement signed at the time of check-in.

  Business Response

  Date: 04/15/2024

  Thank you for choosing InTown Suites. Per further investigation, due to damages left in the last room rented to you, you have been placed on DNR list. You will not be able to rent from Intown Suites in the future.

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: 21571775
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Russell Atchison

  Rm#112 was already in bad shape when I got there. I cleaned it up by sweeping and mopping. Get ready to get your ****** *** sued. I'm going to sue the hell out of you **** *****. Your overpriced *** Intown suites *** **** ** *** **** ****** ****** **** I'm going to do everything in my legal rights to help close you down, starting with exposing you ********. I will now contact Fox, ABC, NBC, and every news station on a national level that I can to expose your **. Also contacting the Consumer Protection Agency, the US District Attorneys office along with various other challenges. Ready for the challenge.? You all screwed over the wrong person. You put me on a list but a lot of drug dealers and prostitutes still live there. I was one of the best. I'm also contacting all Dept of health departments for a full insect infestation investigation for said locations.  My attorneys are well known and you will be receiving correspondence from them very soon. Good luck with the legal action. I'm going to sit back and wait. 

  Good day, Russell Atchison 

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  Booked this hotel for reservations on March 23rd thru the 30th. The *** of check in our reservations were cancelled. We were told they would refund our money within the next 2 business days. They never have. Have made SEVERAL attempts at calling to speak with someone and call is either denied or voicemail is ignored. Occasionally there is a very rude person that answers and says to call back when manager there. But never correct on managers time. HIGHLY DISSATISFIED WITH THIS HOTEL AND NEED MY MONEY BACK FROM THEM IMMEDIATELY.

  Business Response

  Date: 04/15/2024

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************