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Hotels

Intown Suites Hotel (all locations)

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Complaints

Name: Intown Suites Hotel (all locations)
Address: 980 Hammond Dr Ste 500, Atlanta, GA, 30328-8186, USA

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

Customer Complaints Summary

237 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

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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:01/10/2024
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 noticed that I was having difficulty breathing, stuffy nose, sneezing, keeping a headache and having problems staying a wake in this room. I went and brought 2 mold test. I did one to test the air and the other to test the mold on the wall.On Jan. 5, **** I learned that this place has had an issue with mold for years. I was told someone was going to come and check for the mold at 6pm when he came into work. No one ever came. I am leaving on Friday because the doctor told me as long as I am here I will get sicker. I was given rules and regulations to signed but no where on this document does it disclose the issue with mold. I have other pictures of the walls and ceiling show where mold is and where it was painted over. The ceiling at one point was completely covered with it.
Business Response
Date: 01/26/2024
This guest at CMB checked out after the week. The ** checked the room when the guest was there and no mold was found.
Customer Answer
Date: 05/01/2024

Complaint: 21119199

I am rejecting this response because: This is a response to complaint 21119199

Intown Suites respond

There was no mold in the room. I have video and photos to prove otherwise.

I took this footage because I knew I would need it to prove my claims.

Please let me know when I send it over to you.

Sincerely,

Bridge Golde
Business Response
Date: 05/01/2024
This guest at CMB checked out after the week. The ** checked the room when the guest was there and no mold was found.
Initial Complaint
Date:01/03/2024
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 have been living in the Intown suites in ******** ************** for over one year and a half, since July 2022. It has been a nightmare to say the least. I am a single mother, who resides here with three children ranging from three to the age of 16 when I need something to be maintained or replaced. It takes over six months plus, that includes the television, the toilet the roaches and the door locks week after week, they spray chemicals in the room for roaches to no avail. They refuse to fix anything within my room, and at the slightest interruption of payment, they threatened to kick us out, despite the law being on my side, as I have resided in this residence for more than 90 days, and the new law is on my side, stating that I would need to be legally evicted in order to be kicked out of said Hotel , the conditions are disgusting and unhealthy. My son has an upper respiratory infection from the mold in the air conditioner that they refuse to replace and all around the conditions are just really poor. I am so sick of reaching out and being told to be quiet, I pay my rent on certain months its over $1500 a month and I get zero type of assistance and zero compassion with my problems. This is a business and its not run such I am the consumer and the client and I cannot get any type of headway , I want what I am paying for. I want a clean room that is maintenance with working utilities.
Business Response
Date: 01/04/2024
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. *****************************************
Initial Complaint
Date:12/31/2023
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.
Inn town suites ************* ** moved twice BED BUGS. We moved to a "remodeled room" Daughter and husband covered in bites. No one at desk for the weekend or Holiday. Spoken to "******" said we would have to leave, acted rude and weird when he stated "Your door was open this morning" That's just creepy. I am not happy home will be fixed Tuesday I would like full refund as all clothing (what little we have from our fire) will have to be trash bagged and washed with sanitizer. This is disgusting.
Business Response
Date: 01/02/2024
Thank you for choosing InTown Suites. The safety and comfort of our guests is of utmost importance. If a bed bug issue occurs in a guest room, we must address the matter as quickly as possible to minimize inconvenience to the guest. Once the existence of bed bugs is verified, we will refund the current weeks charges. Unfortunately, bed bugs can be moved from place-to-place easily. To ensure that bugs are not transferred to other locations, the guest is not allowed to remain on the property. We apologize for the inconvenience this concern has caused you.
Initial Complaint
Date:12/28/2023
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.
They would not honor my reservation which I booked on their website 48hrs prior they deducted $29.95 from my account for this room to be on hold for the weekly rate ... yet I have NO room They full of lies Wasted my time, .... up my day and my week Never had this problem at any other locations Also the Mgr claims can't cancel my reservation Can't get my $ back or anything This site manager is rude and I feel he is full of lies and raise prices for $ They have reviews stating this same issues I seen after the fact. They costed me serious issues trying to find something late in the day and additional a lot more funds .... No courtesy to even call and say there was a problem with my reservation.For reservation # InTown Suites Extended Stay ******* ** - Westchase confirmation number:SXZA6JPV0 Arrival Date: 12/21/2023 between 3:00pm and 7:00pm Folio Number: ***** Property Name: InTown Suites Extended Stay ******* ** - Westchase Property Address: **************************************************************************
Business Response
Date: 12/28/2023
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Customer Answer
Date: 12/28/2023

Complaint: 21064548

I am rejecting this response because:
This is straight BS and nothing more than an automated response. They don't even read and acknowledge the problem at hand.
This is unacceptable. I want this looked at by their **************** and not just brushed off by some AI machine.
I stated very clearly what occurred.
You gave me a reservation at a trash location that claimed to not have a room and wouldn't refund.
REFUND my $ and send funds to make this right.
Nothing else is acceptable.

Sincerely,

*******************************
Business Response
Date: 01/01/2024
Please utilize the following number for cancellations for InTown Suites can be made at ************** and UpTown Suites **************. For further assistance, please contact the property.
Customer Answer
Date: 01/01/2024

Complaint: 21064548

I am rejecting this response because:
Why are they even allowed to give such a NONSENSE response that isn't even addressing the **** that they took my $ and did NOT provide the room that was reserved

This is straight Bullshytt that this automated response is even allowed and this matter hasn't been sent to upper management
READ the complaint on its entirety before even thinking that your response is acceptable ??
You deducted money out of my account and didn't provide the room as stated
I expect real legitimate actions and my money plus more money for your ongoing actions of not properly handling this matter.

*******************************
Customer Answer
Date: 01/02/2024
This doesn't even make sense
How did they attempt to solve this matter when it's automated responses with a **************** phone number that doesn't address this matter.
They have done NOTHING to refund my money or make this whole..

They booked me a reservation but did NOT provide the room when I went to check in.

This company is full of lies and I have no idea how anyone can say they made any attempts to fix this situation.
Initial Complaint
Date:12/27/2023
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.
Today is 12/27/2023 and I just paid for a week and as I step out to go to store staff and housekeeping come in my room while I was gone and when I first came to property I told front desk I had issues before in this matter of begin violated I was told to vacate property or I will be removed cause I had a unscented candle in a jar burning but only way they would know is coming in my room when I already talk to housekeeping and declined housekeeping I need for corporate to step in this matter as I'm feeling disrespected from your staff and this is not how you treat a guest who is not a problem and respect the rules please help me get a resolved to this issuse.
Business Response
Date: 12/28/2023
Thank you for choosing InTown Suites. Per your guest service agreement, Housekeeping: each guest room receives free weekly or daily housekeeping, depending on length of stay. For the safety of our personnel, you must vacate the room during cleaning or maintenance. This service is required and not optional.
Customer Answer
Date: 12/28/2023

Complaint: 21063072

I am rejecting this response because:
I spoke with housekeeping personal and she ask me if I needed cleaning I told her no and only needed trash bags and she handed me the trash bags and declined the cleaning cause I clean my own room she did not object and said it was fine she did not push the fact in cleaning my room but what I have a issues is why wait til I left off the property to enter my room when house keeping was ok with me declining service.
Sincerely,

***************************
Business Response
Date: 01/01/2024
Thank you for choosing InTown Suites. 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: 01/03/2024

Complaint: 21063072

I am rejecting this response because: I left the room after I spoke with housekeeping and nothing was cleaned the bathroom was not cleaned the floors not swept or the bed not begin made up I respect if it was done but it was not only thing housekeeping comes In room just to be nosey but also my microwave never worked since I been here

Sincerely,

***************************
Initial Complaint
Date:12/20/2023
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.
Checked in November 25 2023.The room had bugs in the sink, on the floor, in the bed, stains on the bed, stuff left in the sink. Did not stay one night. Called the manager ************************* who said he would issue a refund that Monday. No refund, called again on Dec 12th and ***** said to expect a refund in 3-5 days. Called 12/20 and was told I would not receive a refund without an explanation. I asked for manager information which ***** would not supply. Who wants to stay in a room with bugs and stains on the bed? I have more pictures. I have talked to ***** today who refuses to give me his managers info and keeps repeating the same email address over and over and disconnecting the call. I have more photos and videos available.
Business Response
Date: 01/04/2024
Thank you for choosing InTown Suites. Please reply with your folio number for further assistance.
Customer Answer
Date: 01/04/2024

Complaint: 21036143

I am rejecting this response because:
A response needs to be given.

Sincerely,

*********************
Business Response
Date: 01/15/2024
Per further correspondence with management, the guests room charges have been refunded in regards to the complaints.
Total refunded was $478.14
Initial Complaint
Date:12/18/2023
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 have asked multiple times for my air conditioning to be fixed, front office managers keeps telling me someone will come look at it , after 4 days someone finally came to fix it , they seen what the problem was , made a quick fix and left . The next morning the air conditioner was back to the same issue, Sundays are closed so I waited til Monday to speak with them again , they told me that the issue was that I have the setting set too low , there is no written policy on what setting the air conditioning can be set too . *** asked to be switched to another room and they said they have no rooms available. When I first checked in on 09/01/2023 I was told that the rooms are exterminated once a week , I have been here for 2 months an 6 days I have not had anyone come exterminate my room , Ive asked for the carpet to be cleaned and was told several times that someone would be here to clean it and it has not been done . I have no issue with paying for my stay but in return Id like all my amenities to be provided and work properly., if I continue to have these issues I would have no other choice but to seek legal action against the company for things to be done.The property manager now has me on the do not rent list because he said I had too many maintenance requests, all I asked for was my air conditioning to be fixed properly, had he done his job I wouldnt of had to ask multiple times nor would the carpet in my room be messed up because of this issue . Because of this mishap I was forced to find another place to live which is now costing me $130 more then i was paying at their facility which causes me to only be able to pay for one week at a time , the next week I have to pay day by day . I get paid every 2 weeks and also have other expenses that I have to pay so having to pay extra by week is hard.
Business Response
Date: 12/21/2023
Thank you for choosing InTown Suites. Per further correspondence with management, the guest was removed due to smoking in the room, and the smoke detector had been removed by the guest multiple times. When the guest informed management that thee ** was leaking, the ** was then replaced by the *** and they placed a new PT** in the guest's room. Additionally, the guest became inebriated one night and flooded the room. For these reasons the guest is non-renewed and placed on the *** list.
Initial Complaint
Date:12/17/2023
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.
Wednesday I made a payment for a week of ****** I bring to management attention I know staff is going I. My room unauthorized ****** which is the manger on property got offended claiming his staff doesnt not steal or go in my room I asked him to to run the video surveillance and to give accurate update time from the computer in which the key cards will tell a time of who entered my room he refused to do so and got highly defensive which is a form of guilt Im needing this matter to be handle in a expedited why cause I was told ****** will not extend my stay just cause I have my suspicions and wanted a peace of mind.
Business Response
Date: 12/18/2023
Thank you for choosing InTown Suites. 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: 12/18/2023

Complaint: 21016336

I am rejecting this response because:
I work between 9am and 6 pm and as this is company policy may be true I find that belonging are missing out room and the room is never cleaned at all the trash is never emptied out toilet is never cleaned or shower and the floor is never vacuumed I will send pics to show housekeeping is not doing there job at all but only enter to touch or move my personal belongings and are not monitored properly can you also have a word with management to show more care and empathy toward long stay guest as my self cause I can prove there are not cleaning my room and show with no problems but because I requested ****** to run the camera he refuse to corporate and became extremely defensive which brings concerns to me that something suspicious is going while I'm at work.
Sincerely,

***************************
Business Response
Date: 12/18/2023
Thank you for choosing InTown Suites. We are not permitted to review camera footage unless requested by law enforcement.
Customer Answer
Date: 12/18/2023

Complaint: 21016336

I am rejecting this response because:
I do understand and I don't not want to involve law enforcement as I just want a peace of mind knowing that I'm not begin violated I would like to know will I'm I able to continue to stay I was told that management will not accept my payment to extend my stay as I'm not q problem and I keep to myself I just would like if housekeeping would be returning my room to be posted on the door with notice and if management can monitor anyone going in my room as Im the only one with a key

Sincerely,

***************************
Initial Complaint
Date:12/06/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Was walking my child who is the age of one year and 11 months! walked past the maintenance man's room his guest a woman stepped out put her hand in my sons face who is a toddler and told me I could not walk him on that end of the third floor! and my son of course was just walking around the building to stretch his legs! The woman was very rude disrespectful and also violated not only your business rules and codes of conduct violated my rights and the maintenance man at my location has already threatened to have me kicked out before this has reported this to the manager down at my location issue has I'll wish to speak with a district manager for ********* *********
Business Response
Date: 12/07/2023
Thank you for choosing InTown Suites. Please reply with the name of the employee who your concerns are regarding.
Customer Answer
Date: 12/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:12/05/2023
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 manager at Intown Suites *****************************************************************, Ph ************ "*******" was very unhelpful, unkind, unwilling to make things right. I recommend the BBB have a *************** inspector to inspect this place for *************** violations & should have the *************************** be reported for dereliction of ***************** to the General Public's *************** needs.. I was promised a non-smoking, clean & safe room at In-Town Suites. Rm #*** (This information is also on their website). When my *********** arrived & Checked In on Friday, Sept 22nd, the room was full of smoke, ******* husband's eyes burnt really bad & we found some cigarette butts near the ****************** Trash Cans. The Refrigerator compressor was also Not working & Making very loud noises. When we both looked at the Refrigerator compressor @ area around it, there were large amounts of ************ which could easily catch fire. The ****************** was also very torn up, covered with stains, grease & tear marks. I have 2 other witnesses who also viewed the room & can testify. *************************. ************ ********************** ******************* ************, I immediately informed the manager ****** about these problems right after check in. *******'s exact words were "That's the only room we have available & you've already pre paid so unfortunately you are stuck with the room! He refused to replace or repair the Refrigerator & refused to issue me a refund. We paid for 7 days & checked out as soon as we could when we found other lodging nearby & we also couldn't check out on Sunday as the Office was closed on Sunday, Sept 24. My husband and I stayed nearby my parents on Sat/Sun and checked out from In-Town Suites on Monday Sept 25 & was charged the full 7 days and manager "*******" also tried to charge my card for several weeks after the original 7 days. I have many more pictures of *************** issues. I'm a senior age 77,husabnd is a disabled Veteran.
Business Response
Date: 12/07/2023
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: 12/13/2023

Complaint: 20964898

I am rejecting this response because:
Intown Suites failed to provide me a non-smoking room as advertised on their website. The room was filled with smoke and there were cigarette butts that was left behind in our room. Intown Suites also failed to provide a safe and clean room as advertised. The No Refund Policy should only apply if Intown Suites satisfies what they have advertised otherwise this is false advertisement to the Public and the general public needs to made aware of the conditions that the Rooms are in. Since the room that was rented to us was NOT as described, this should definitely qualify for a refund and I believe should cancel out any no-refund policy. Also, having a No Refund policy basically is suggesting that Intown Suites can get away with Not renting rooms as described on their website and take peoples money at the same time by not issuing a refund...I have attached a screenshot from Intown Suites webpage indicating the rooms are described and supposed to be Non-Smoking rooms and I already sent evidence pics of the cigarette butts that were found..

Sincerely,

***************************
Business Response
Date: 12/13/2023
Per further correspondence with management, manager inspected the refrigerator, and nothing was out of the ordinary. No hazard was seen, and no unusual noises were coming from it. ***** stated they wanted to change rooms to a first floor room, and the manager informed them that it was not possible. ***** then said that they wanted a refund and would be checking out. Per management, the guest were told that their reservation could not be refunded as they had been in the room for several days at this point, and the minimum stay was 7 nights. Per the folio credit card history, no additional charges beyond initial check-in were attempted on the credit card.
Customer Answer
Date: 12/19/2023

Complaint: 20964898

I am rejecting this response because: No Intown Suites employee or Manager ever inspected the room that I was in after I made the manager ******* very aware of the problems that was already previous mentioned when I first arrived. ******* was Not helpful at all and obviously did Not care about these reported problems. ******* just kept repeating "that's the only room we have available, sorry you are stuck with it" My husband who was also staying with me can also testify to these reported problems and my husband's mother also witnessed these problems. I have already provided the evidence of the issues encountered yet nothing was done to fix the problems. My husband also spoke with the courtesy patrol during my visit . I had to open the windows to attempt to air out the cigarette smoke, the courtesy patrol man said " I had to close the window and was not allowed to keep it open. The patrol man should also be able to testify about the loud noise from the Refrigerator that my husband told him about and the courtesy patrol man said "that's the compressor going out". My husband also mentioned to the courtesy patrol about the very bad smell and bad stains that was on the carpet and the courtesy patrol man said "he would report this". If you obtain the report from the courtesy patrol during the visit, this should all be well document. Also, the fact remains that I was promised a clean, smoke free room but was rented a very unclean, unsafe room and a room filled with cigarette smoke. Cigarette butts was obviously over-looked during the cleaning process.....Witnesses include my husband *** ************. his Mother Jan ************, and there should also be a report from the courtesy patrol about these complaints...I believe the report was given to the Courtesy Patrol on the Evening of Sept 23 or Sept 24th, 2023.

Sincerely,

***************************

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Intown Suites Hotel (all locations) is NOT a BBB Accredited Business.