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

  2420 E Dublin Granville Rd Columbus, OH 43229-3520

• 

  Intown Suites

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  InTown Suites

  PO Box 362085 Birmingham, AL 35236-2085

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:04/06/2024

  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 February 24 I rented a hotel and I didn't stay there and I haven't received my refund I paid for the full amount and it was never canceled

  Business Response

  Date: 04/09/2024

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

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21538600
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  They have not made an effort to refund me my money are anything 

  Business Response

  Date: 04/11/2024

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

• Initial Complaint

  Date:03/06/2024

  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 checked into the inn town suites February 27th 2024. The room was destroyed trash was everywhere, food stains and food on the floor, the inside of the toilet was black and I asked for the room to be cleaned I was told I had to do it myself.. that was breaking the lease I signed from the beginning. Not only that staff let people into my room to steal my stuff and they also allowed residents to get high and intoxicated outside at the smoking area. I was also assaulted in the stair case by a couple. They also damaged my property and they did nothing about it. Staff allows homeless people to stay inside under the stair case. I never felt safe at any moment

  Business Response

  Date: 03/07/2024

  Thank you for choosing InTown Suites.  "InTown Suites is not responsible for accidents or injury to guest or visitors.  We are not responsible for loss of or damage to vehicles parked or located in the parking lot, or for loss of personal property from a guest's room or vehicles(s) parked or located in the parking lot."  Sorry for any inconvenience this has caused you. We apologize for the financial inconvenience this 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:02/29/2024

  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 paid for a ************ at Intown suites extended stay ***********. I only stayed 1 night . My stay was from Feb 28 2024- March 6 2024.. I left on Feb 29 after seeing a terrible ***** infestation all night long. They were on the beds running out from under the fridge and all over the bathroom. The hotel would not refund my remaining days . The front desk staff was incredibly rude when I brought up the issue and handed me a can of raid . They said sorry it was an ongoing problem they've been having. This information was not disclosed to me upon check in. I had to leave and book a completely different hotel. I'm very disappointed They couldn't refund me for the 6 days that I paid for and am not using . Also about $30 worth of food was contaminated due to roaches crawling everywhere I have a 7 minute long video that I wasn't able to attach because of file size but I have it and will send in a different way if it's possible. The entire place is BADLY INFESTED and they know it and aren't taking care of it . They are letting people check in without telling them to expect roaches. They told me they already knew about it once I brought it up. Honestly I don't even expect a refund because they are so rude but I had to report it because this is no way to treat people. My young children were with me and I was terrified and couldn't sleep all night due to the face I see over 15 of them .

  Business Response

  Date: 03/01/2024

  Thank you for choosing Intown Suites. Per further investigation, the manager found no roaches upon investigation. Additionally, the guest left trash and food on table as well as in the cabinet.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21368793
  
  I am rejecting this response because: I have a 7 minute long video to prove that this is not true . I left behind the food that was contaminated with roaches . I have proof the management lied and is extremely unprofessional.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2024

  Due to the submission of images of uneaten food left in the room, no refund is warranted. 

• Initial Complaint

  Date:02/24/2024

  Type:Product 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.

  *************************************************************************** Room: 233 I was told to check out on 02/01/24 when pest control came to the unit. I moved out my items and was checked out by the clerk ******************** (who I think, is the manager) at 4.40 PM. I was told to expect a refund of my unused room credit and security deposit within 3 business days. I have since only received my $50 deposit refund (within 3 business days).I attached the form that the clerk handed me when I checked out. I thought it was odd that I did not have to sign anything to check out. I suspected he might not have checked me out of the system, as the print out he handed me was bare. He told me it took some time for the information to update in the system. After stepping out of the office, I came back in to confirm that I did not need to sign anything, he said I was good to go (your camera will show this). I hoped my suspicions were incorrect and the clerk was not in fact, trying to trick me and make it seem in the system, like I never checked out (so as to dupe me out of my refund).My suspicions however, were substantiated today. I called and spoke to ******************** on 02/10/2024 and he informed me that he was unsure why I did not get the refund as he had already put it in. He informed me that he just put in another request and that I should be getting my refund within 3 business days. Of course, those days came and went, without a refund. I call the front desk today 02/24/2024 and the lady I spoke to, said the system shows that my security deposit (which I already received) was the only refund request. So, ******************** did in fact, lie.I NEED MY REFUND. I hate when businesses try to trick people. You have a reputation for not giving people their refund or making them jump through hoops to get it. Please DO NOT give me the nonsense about contacting the property. I have contacted the property several times. It has been almost a month, with no resolution.

  Business Response

  Date: 02/26/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience this 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: 03/21/2024

   
  Complaint: 21341533
  
  I am rejecting this response because: Why even provide a detailed complaint if a company can just throw out a generic response? The refund policy is obviously for when a guest DECIDES or CHOSES to check out early, for whatever reason. Are you, by your response, insinuating that you can ask a guest to check out of a room early and keep the unused portion of their rent? I did not choose to check out early. I was TOLD to check out, this is undisputed. I was TOLD by the manager ***************************, that I would be getting my refund, this is undisputed. All of this was detailed in the original complaint. Knowing how this company likes to try to get out of refunds, I even asked *************************** about an estimate of the amount Id be getting back, just so theres an acknowledgement of the refund. *************************** says Id have to calculate it. Give me my money.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2024

  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 booked a reservation for $77 for a over a month, called the location to confirm prior to coming there, the manager confirmed, then out of no where i get a email confirmation (another a month later) at 5:11 then at 5:12 it was mysteriously cancelled. I then had to make another reservation for a higher room rate at $92 W/O tax. Now i have to pay $166 more a week and $644 more a month. Called reservations like the email said because it was done in error (absolutely no help at all) they said i need to call the front desk, called the manager right back , no care in the world, in a monotone voice says I can rebook , whats the point of reaching out like the email said if no one cares or even helps fix the issue?!? Unacceptable! He left me on hold for almost 15 min then i had to call right back, then he accidentally hung up, had to call right back! So here I am hoping to get this resolved

  Business Response

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21296587
  
  I am rejecting this response because:
  Ive already said that I contacted reservations and they couldnt help me! And I went directly to the location and they couldnt help! So yall think yall are just going to cancel / not cancel my reservations according to how much money yall trying to het from a customer and Im seeking legal council. Because i dont have time for generic responses 
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/19/2024

  Thank you for choosing InTown Suites.  We are apologetic for the concerns you experienced.  We appreciate your correspondence and will work with the property to address said issues.
  When you booked your lodging choice, if you paid a third-party vendor (Expedia.com, Hotels.com,Priceline.com, etc.) you will need to request a refund from the vendor you paid.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21296587
  
  I am rejecting this response because:

  I booked thru Intown Suites, I already went to the property and the manager said on I dont know why you keep coming up here, Just dispute it with your bank, I didnt take your payment, And of course Reservation would tell you to come here because you cant go to them! Im thinking maybe because its supposed to be handled by the front desk, per the website and customer service I told **************** rather take the issue up with the merchant. He told me he dont know why I keep wasting gas
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/11/2024

  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.

  I regret to say that my recent stay at Intown Suites **********, ** was nothing short of a nightmare. We selected this hotel for its convenient location to our workplaces. However, from the moment we arrived our experience went downhill rapidly. The lack of a welcoming reception upon arrival set the tone for the rest of our stay. We were met with long wait times due to the absence of a front desk attendant, which was just the beginning of our ordeal. The initial room we were provided with was outdated and unsafe. Despite our concerns, the manager, *****, was hesitant to address the issue and only reluctantly moved us to another room. Unfortunately, our problems did not end there. The room we were relocated to exhibited water damage on the ceiling, with dust and paint particles falling into my hair during showers. These conditions were not only unsanitary but also posed potential health risks. Attempting to address these concerns with ***** proved fruitless, as he responded defensively and unprofessionally. Additionally, recurring wait times for front desk assistance further exacerbated our frustrations. I strongly advise against staying at Intown Suites ********** ** on *********************. The lack of professionalism, unsafe conditions, and poor customer service make it clear that this establishment does not prioritize the comfort or well-being of its guests. I will never return to this establishment! I expect prompt and thorough attention to this matter and request that a representative from your management team contact me as soon as possible to discuss further. Please be advised that I have also consulted with my legal counsel regarding this matter, as I see further escalation will be necessary.

  Business Response

  Date: 02/11/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience this 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:02/10/2024

  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.

  Its a shame I have been to the Intown suites 3 times this week to get a room and nobody is the office I have been wanting a room since Tuesday I was told the front desk person relative was sick but I understand that your relative might be sick but a business has to be run but its okay because I am now staying else where.Its insane ****** says this location opens at 11 but its close half the time.

  Business Response

  Date: 02/11/2024

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

• Initial Complaint

  Date:02/05/2024

  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.

  1. False advertisement (showing old pictures) looks nothing like the pics, told there were no but issues that a lie, infested with rats, noisy all the time, there is no one to really help especially in sundays so you are stuck, worst stay

  Business Response

  Date: 02/05/2024

  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:02/02/2024

  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.

  The lady at the front desk Ms ******* been acting inappropriately towards me she say that me and my guess Been smoking weed in the room I told her we dont but she says it smells like weed but didnt find nothing leading to the smoking weed and she said ** making excuses and Im lying then I told her I had three bugs in my room and I feel like its not been taking seriously

  Business Response

  Date: 02/05/2024

  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:02/02/2024

  Type:Sales and Advertising 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.

  My food went bad in my fridge been asking general manager to fix it still has yet to get fix

  Business Response

  Date: 02/05/2024

  Thank you for choosing InTown Suites.  "InTown Suites is not responsible for accidents or injury to guest or visitors.  We are not responsible for loss of or damage to vehicles parked or located in the parking lot, or for loss of personal property from a guest's room or vehicles(s) parked or located in the parking lot."  Sorry for any inconvenience this has caused you.