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Business Profile

Hotels

Intown Suites Hotel (all locations)

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2023

      Type:Product Issues
      Status:
      Answered
      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 in to hotel on November 29th for 7 days the first night I was there I found a bed bug I left a note for office the following morning about the issue and that I could not stay there in that situation with my 4 children we are homeless at the moment I have been calling and calling speaking to office and everyday been told to call back and I have to wait for the inspector to check room and if nothing is found I could not receive a refund and I feel like that is unfair due to I was not there my whole stay I paid for I was told I could not switch room or return to my room today December 2nd I was told that nothin was found and it was being sent over to corporate to deal with the issue and wax told to call back Tuesday December 5th I am just trying to get my refund back due to that fact I was not there my whole stay and I need my refund back so I can continue to provide shelter for me and my 4 children

      Business Response

      Date: 12/06/2023

      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:11/27/2023

      Type:Product Issues
      Status:
      Answered
      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 November 22,2023 we arrived to intown suites per our reservation. WE got there at check-in in time of 3 pm. The office was closed had to wait almost an hour for someone to come back. Once in the office they proceed to tell me that they don't have my room that I had reserved available but they could given me a single for five people. I asked Why did no one call or why when I spoke with reservation no one said anything. She than tells me they don't know what they are doing and that they don't know what rooms are available. I explained again this will not work and something needs to be done. She than changed her tune and stated they do have a double room available. At first glance room smelled like straight bleach (outside was nothing but cigarette and weeds smoke). Once we finally Got into the room bathroom had mold everywhere. sink was falling apart. There were roaches crawling all on the walls and in the beds, floor you name it they were everywhere. I had decided this was not safe for my kids. Left and came back to ************ until I could find another place. We back saturday to intown suites to return room key as they were closed due to holiday. When we express are grievances the lady who claim she was the general manager said she can't do anything. That the room has been vacate for a month an half just a bunch of lies that contradicted what she had told use prior. she stated that we need to contact corporate but would not provide phone number. Then tells us we to fill out guest feedback form. She really just gave us the runaround. I tried to find phone number couldn't got email to contact legal intown suites. I sent email to that plus filled out guest feedback form. I just received email that the front office at intown suites was to handle this. I keep getting the runaround and i just want my money back as we did not stay the full week. This was at intown suites ******** off of augusta rd

      Business Response

      Date: 11/28/2023

      Thank you for choosing InTown Suites. Please reply with the name of the manager, name of the registered guest, and full property address for further assistance.

      Customer Answer

      Date: 11/28/2023

      The name the person gave is was ***** (she wouldnt provide any other information).

      registered under 

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

      room 226

      **********************************;

      ********, **

      31408

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

       

      Business Response

      Date: 12/08/2023

      Per further correspondence with management, the guest was charged for 1 night and refunded the remaining to the card on file. Thank you.

      Customer Answer

      Date: 12/08/2023

       
      Complaint: 20920525

      I am rejecting this response because: I paid a total of ******. If one night is only *****. Why was I only refunded ******. When I tried to call them they would not answer.

      Sincerely,

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

      Business Response

      Date: 12/11/2023

      As stated earlier, the guest was charged for 1 night and refunded the remaining to the card on file. Thank you.

      Customer Answer

      Date: 12/11/2023

       
      Complaint: 20920525

      I am rejecting this response because: I was charged more than one night. I paid 488 total. I was refunded only ******. If one night is only ***** then you did not refund me correctly. If you need my bank statement showing this I am more than gladly show you this. 

      Sincerely,

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

      Business Response

      Date: 12/15/2023

      For further insights regarding your refund please contact the manager during operating hours for further assistance. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday.

    • Initial Complaint

      Date:11/27/2023

      Type:Product Issues
      Status:
      Unresolved
      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 11/11/23, I attempted to book a weeklong stay at the above business: InTown Suites located at *********************************************************. Prior to my arrival (on the same day), my card was charged for the first night's stay, in the amount of $63.96. This was initially fine, as this was outlined in the confirmation email I received and on the website. The problem arose when I attempted to check in for my stay: I arrived at the business at the appointed check-in time, which was 3pm. This was communicated both on the website and in the confirmation email I received. On arrival, I discovered the front office was closed. A sign on the door informed me that the office had actually closed at 1pm and provided an after-hours number to call, which I did. The person I spoke to confirmed the office had been closing early at 1pm ALL WEEK and I would not be able to check in that night, despite them having already charged me for it, and to try again tomorrow. I was confused by the logic of why I wasn't notified ahead of time that the office would be closing early (I'd made the booking at 8am that morning). I found alternate lodging, but the real problem has been everything after: in trying to contact this location directly to confirm a refund of the money I'd been charged, I have found that it is absolutely impossible for any customer to get in touch with anyone who can provide any sort of help or recourse, on ANY level. The phone number listed on the InTown website for this location is the same number for the reservations line--and they are unable to solve customer issues like refunds, cancellations etc, and have no way to route you to the main office directly. There is NO general customer service # for this company anywhere online. An email form for customer complaints (I've sent three) results in generic, and I'm sure automated, replies that don't address the issue at hand. There's literally NO customer service to resolve any customer issues and I feel that this is predatory.

      Business Response

      Date: 11/29/2023

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

      Customer Answer

      Date: 11/29/2023

       
      Complaint: 20915950

      I am rejecting this response because: This is not an adequate response to the issues I outlined, and doesn't even address them at all. This is an automated response, directing me to contact the location directly--when the fact that I have been unable to do so at all is the entire point of my filing a complaint.

      Sincerely,

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

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 stayed there a couple weeks and the 1st week was fine. The second week I got bed bug bites all over my body. I have pictures. One of my kids also had bites

      Business Response

      Date: 11/27/2023

      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.

      Customer Answer

      Date: 11/27/2023

       
      Complaint: 20901811

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 11/27/2023

      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. Please attach correspondence and images for investigation into your concerns. 

      Customer Answer

      Date: 11/27/2023

       
      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:11/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 stayed at in town suites for four nights and the gm is real ghetto and very unprofessional she need to be fired the whole entire staff humiliated me and my kids and closed the door on me while I was standing in her office also I paid for a week and she terminated my agreement for no cause she need to be fired and the health department need to go check out the property its infested with rats and bed bugs this property is located in ******** ***********

      Business Response

      Date: 11/20/2023

      Thank you for choosing InTown Suites. Please reply with the name of the employee your concerns are regarding for further assistance. 

    • Initial Complaint

      Date:11/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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, November 10th I called the Inn Suites on ************************************ in ******, ** to book a room for Saturday, Nov 11th. I successfully booked. When I came to the hotel on Saturday, Nov 11th I was told by the front door staff that I couldnt stay that night because a pipe had burst at the hotel. Okay, my reservations were cancelled and I found another place. On Sunday, November 12th I noticed that inn suites had taken $190 out of my account, please note this charge changed to $162 later that day. When I called to get refunded the $ because I did not stay there I was told that no one could help me because its Sunday and reservations arent done on Sunday. On Monday I called back and was told that it could take 3-4 days for the funds to be returned to me. On Tuesday, November 15th I called and was told that my name was wasnt in the system therefore I cannot be refunded. I told this inn suites employee that I reserved and room AND paid $162 so Im in the system. I was told again that Im not in the system therefore could not be refunded. No matter what I told them they continued with their too bad so sad response. I need help getting my money back and I would hope this hotel is penalized for how they treat their customers!

      Business Response

      Date: 11/16/2023

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

      Customer Answer

      Date: 11/16/2023

       
      Complaint: 20875360

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 11/16/2023

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

      Customer Answer

      Date: 11/17/2023

       
      Complaint: 20875360

      I am rejecting this response because: it gives no information. Do they need something from me? I have a text for confirmation of the reservation and financial records to prove the deduction from my bank account. I was told on Saturday, Nov 11th that a pipe burst and no rooms we're available. I asked front desk clerk if anything would hit my account and they said no, with witness.

      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 believe it was October 3. I am disabled and my son is too (both mentally). We hoped to rebook with Inn Town suites because we were near my daughter and in a nice price range. I have very little money because we exist on disability. Previously I stayed and tried to keep my son quiet as he didn't have his medication. I notice a hole in the wall but I didn't say anything. The room reeked of smoke but I didn't say anything about that either. We were tired and had gotten there late because of traffic then we had to adjust out timeframe to move out as I ran out of money. We went to stay with my mother for two weeks then we came back to the same place. The man at the front told me to wait till 3 as I had gotten there at 11: 30. Then when we came back he told me we were on the do not rent list. He wouldn't tell me why. I was humiliated and scared. We had all we have in the world with us. I asked him why so many times and where we could go. He didn't care and was quite aloof. There were people in the lobby just looking at me. I'd never been more embarrassed. We don't have a car. We had to get my daughter to get us a hotel for 900$ all my money! I want to know why. I want some kind of compensation for having to spend my entire check. Its ridiculous! I have to now stay with other people because on the 15th I will have to check out and we do not have the money to stay anymore. My family doesn't have room and there is so much of other people that people can take. Even family.

      Business Response

      Date: 11/13/2023

      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: 11/13/2023

       
      Complaint: 20860212

      I am rejecting this response because:
      They addressed only one part of my message. This isn't a refund. Its compensation. They make all this money off poor people but when they do people wrong, THEN wont tell people why they kick them off their precious list they want to act like theyve done no wrong. I was shocked when I saw the complaints. An F how hard is it to let people rent when they need it. I WANT OFF THE DO NOT RENT LIST. Me and my son have no where to go but expensive hotels.
      Sincerely,

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

      Business Response

      Date: 11/13/2023

      Thank you for choosing Intown Suites. DNR placement is irreversible. 

      Customer Answer

      Date: 11/13/2023

       
      Complaint: 20860212

      I am rejecting this response because: I was never told what I did. And I did nothing to incur the ruling.

      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 in on 02/10/2021, 1 of my stove eye did not work , told management and maintenance man said he has to order it, as of today the stove eye hasn't been fixed, then my overhead light blew, again the maintenance man said he has to order it, to this day the light hasn't been fixed, the maintenance man has been working there I know for more than 3 years and everyone who has stayed there says the maintenance man doesn't do any maintenance, they, intown, needs a new maintenance man

      Business Response

      Date: 11/13/2023

      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:11/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 September I made an online reservation for a regular room at special online offer.When I arrived at intown suites they told me they did not have rooms available at that price and only could offer me a more costly rate.I am disabled and live off a fixed income. The increase in the cost has had detrimental effects on my ability to buy food, medications and other necessities.The room they gave me is a premium room which is supposed to be cleaned weekly.They do not clean my room or change my bed linens.I am an African American, Muslim and from ********.I tend to act a little different than most people in this area.The staff in the office has said such things like they knew I was up to something or that I was acting suspicious and both the manager and other staff were mocking my speech and my wife overhead them, as they did not realize she had entered the office.When I went to pick up mail and was receiving a new EBT card the office staff solicited me and asked me to be sure to get them something.The manager avoids me and does not interact with me when I greet her.

      Business Response

      Date: 11/08/2023

      Thank you for choosing InTown Suites.  Rate increases have several varying factors, it is always for the whole property not specific guest and notice is given prior to the increase. 

      Customer Answer

      Date: 11/15/2023

       
      Complaint: 20822562

      I am rejecting this response because:

      We are also concerned with the level of hostility directed at ** by staff, the fact that the staff were openly mocking me,my wife overhead them, and that they have made no effort to accommodate us in transferring to a regular room. Instead of a premium room after we requested.

      We are considered about being discriminated against because we are both disabled and an interracial, interfaith couple.

       

      Today the staff was sarcastic with *****, asking if we only come in there after the manager leaves on purpose.

      That, once again, is an example of their condescending attitude and attempting to provoke a certain response from us 

      It is aggressive and clearly noted.

      Once again we are concerned about retaliation from them.

      I am a disabled department of defense employee and my wife is a disabled adult child who is considered a military dependant.

       


      Sincerely,

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

      Business Response

      Date: 11/16/2023

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

    • Initial Complaint

      Date:10/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 business at rolling creek on **** have dnr which is don't not rent on my file when i try to book for a location I've been to many locations and i went to that location and they put that saying that i can't rent that's not good customer service because it don't make any sense for the lady who says she the manager of the business to say to me when i come in the business from getting a ride to the front office to ask me my room number out loud and said the numbers why i had somebody to bring to my room i didn't want nobody knowing where i stayed at and i complained and she put that saying do not rent when i went to another motel that has the same name as them it's very unprofessional to say something like that to a customer for discrimination of my privacy and the rooms don't be clean and have roaches and she think she's right when she wrong

      Business Response

      Date: 10/30/2023

      Thank you for choosing InTown Suites. DNR placement is irreversible. 

      Customer Answer

      Date: 10/30/2023

       
      Complaint: 20797173

      I am rejecting this response because: all locations didn't say that it's the cypress creek location i don't have a problem when i rent at other locations are at other facility's and I'll like my information out they system because my name isn't to be used for a invalid opinion my information isn't for public use

      Sincerely,

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

      Business Response

      Date: 11/01/2023

      Thank you for choosing InTown Suites. If you have be placed on the *** list, please note that *** placement is irreversible. 

      Customer Answer

      Date: 11/08/2023

       
      Complaint: 20797173

      I am rejecting this response because:
      I was at that location for a week and was at other locations and didn't have a issue other than my privacy concern customers privacy concern is vaild i don't agree because it's no reason to stop me from trying to rent a motel when i have never experience anything other than my privacy concern and was very respectful about it

      Sincerely,

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

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

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