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

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  InTown Suites

  3670 Richard Rd Montgomery, AL 36111-3378

• 

  InTown Suites

  424 Commons Dr Birmingham, AL 35209-6963

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:10/23/2023

  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.

  "Our Promise At InTown Suites, we promise to provide unexpectedly warm and friendly service, and a great room at an incredible value.Non-Negotiables:At InTown Suites, we provide everything you need to be at home for a while. We will always deliver:A warm and friendly welcome A spotless and well-maintained room A quiet and safe environment The Frugal WowRespectful and professional customer service.We make you feel good about paying less." This statement,taken verbatim from Intown Suites official website,is a clear misrepresentation of the core mission that this organization has undertaken. On the day of my check-in for a weeklong stay,dates 10/21/2023 to 10/28/2023, i was under the impression that i would be walking into a room that at least partly resembled the rooms pictured on the intown suites website. As i entered an extremely sour/sickly smell that i assumed (wrongly) was some type of mildew, haphazardly hung cabinet doors in the kitchen, soiled and stained flooring, cockroach infested health-hazard that intown suites has deemed their "Traditional Suite".Pictured i have shown Intown suites promises to provide a warm welcome,spotless and well-maintained room. Also,please review the "Triple Checked Clean" section i have pictured,and compare that practice to the ghastly photos of the room we were expected to endure! Not only is this gross misrepresentation, but comes very close to criminal neglect and false advertisement. The doors to the rooms are NOT SECURE. It had clearly been broken several times,and current residents said to record my room when absent because you can enter any room using a card to ***** the door! My wife and i called every number available with NO ANSWER OR RETURNED CALLS!Im DEMANDING a full refund IMMEDIATELY, and will be reaching out to local media,attorney,local housing authority and similar departments. I expect to be refunded my full amount due to intown suites not delivering basic human healthy living conditions.

  Business Response

  Date: 10/24/2023

  Thank you for choosing InTown Suites. Please provide the registered guest folio account number and full property address. 

  Customer Answer

  Date: 10/24/2023

  Hello, thank you for your response. The folio number provided for our stay was *****, and the location of this lodging is at

  ********************************* ******,***** 78750   (property code: YAT)

  My wife and i are currently in a hotel here in **********,*****. Due to the monetary losses we have been dealt concerning  Intown Suites this will be the last night we are financially able to rent a room at any hotel. In short, we will be forced to stay on the streets until we can somehow recover from this. We are hoping to have this situation rectified as soon as possible. Thank you again for your help and God bless.

  Business Response

  Date: 11/03/2023

  Per further correspondence with management, the key for the room was used Saturday after checking in, Sunday, and stopped use on Monday the 23rd.  For any issues, the front desk is available during operating hours to help with problems that *** arise on the property. 
  
  

• Initial Complaint

  Date:10/22/2023

  Type:Service or Repair 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.

  INTOWN SUITES - GREENV placed a temporary hold on my Cash Card for $404.90 on 10/19/23 at 4:40pm CST but didnt recognize my card when I arrived, so I wasnt able to stay. InTown Suites Extended Stay ********** confirmation number:SMEAZ4GFG Folio Number ***** **********************************************************************. Its neither cancelled or refunded separately in 14 days from my bank or various attempts present with the merchant and has put my quality of life deeply into question. ************************ worked front desk at time of transaction and in recovery of my funds, to no avail in either attempt. I was scheduled to stay from 10/19/2023 to November 1, have a $404.90 hold extending pass even my stay, and any chance of getting another replacement temporary stay in the time being.

  Business Response

  Date: 10/23/2023

  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. *****************************************

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20766429
  
  I am rejecting this response because:
  Ive had nothing but constant contact with the same person and business that got me left in the dark now going on 4 days, 3 with hour plus attempts to amend my situation, to no avail. Neither the financial institution or business involved have show an urgency to have this conflict resolved relegating me to type this here message in search of compensation 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/23/2023

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

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20766429
  
  I am rejecting this response because:
  While I booked and reserved what I thought would be my stay from that number, Ive been informed they cant cancel previous allotments, add insult to injury, your card processing system didnt recognize my card number. Outside of holding my money ** in the amount of $404.90 that I see no end in sight of ever clearing or properly being redeemed back to me even in the best of cases.
  Sincerely,
  
  *********************

  Business Response

  Date: 10/27/2023

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

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20766429
  
  I am rejecting this response because:If life allowed modifications and cancellations for events now 8 days in the past with no repercussions, wed be a lot more advanced as a civilization. I just want to advance and expedite a refund on services and goods not rendered to me in the amount of $404.90 for InTownSuites card processing mishaps, and hopefully now obsolete Folio database, which didnt provided my financial institution liable info. to reverse the actions on October 19th around 6:40pm
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/21/2023

  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.

  Ok I am a mother of three an the father of my 3 got an room in his name and I ******************* was staying in the room with but first of all the put as ************************* I was pregnant and I was paying for the room a lot more than I wish to an in the room 229 there was 4 of u6 first because we had moved out of the house ***************************** rent an I was staying had help with the bills to this location had one incident with me I had the bay but gave him up for adoption he would have been my 4th child an they had me on medication to help me sleep well well we're not only I was going to postpartum depression and enjoyed by my roommates for me I don't know that isn't anything wrong and when and every time and I'm having a spell and this time is spelling let me know I understand and pass that baby not all the paramedics more than that listen to me why I said a man the instrument in the middle of life just before then evening then kissing really review stating in that they had a very good staff and we have no trash cans and everything in the front or back the vacation get some poor people who take f*** someone else's trash on their own so again don't get it mistaking on this talking by what things can look like and different benches down for people where they snap cigarettes to keep them instead of being rude to them and machine them away like they are hurt of dogs and even after the evening that it happened to me they told you money the youngest son that I had he's ********************************************************************************* and him were the only one paying for the room for the other guest in their room were employees and pills whenever was actually and pressing him got overworked 5 million times thank God in my eyes but when I have a spell and they put me on your medication called Seroquel *********************************************************** and one told Mr *************** to go down and swamp it out in a single who came that would be nice well he wasn't doing it fast enough so I'm coming in and attitude so I hurried up and went down the clothes in a different dryer then went out for a cigarette and got his insulin in the syringe he had to use earlier that day because of his diabetes he found out he had why we were staying there and on the sunny and the woman is ********************* ****** meaning mister ******** was the one who walked up on me when I was collapsed on the floor like if the medication took took the life out of me oh he can think of us when I stood up with decent range in my hand and didn't even asking if I was okay and I think yeah I'm okay I've done and then I get heaven and he looked at me and he said he shook his head down no no I have to tell the manager and tell the manager what that I went downstairs and your dad it out of the trip from Mr ******************* and then he left it all the fact that something insulin and inventric with the syringe he had to use because they have no trash cans in the front or back so you got to carry it up to your room and throw it away you wouldn't keep something and then they decide to tell me I can't stay there no more and never had a police officer coming or nothing just like they never had an ambulance come and the other gas that in my room or afraid to ask for the money back because we just got them paying for a full week. I hear you send it sends me and ****** were the only ones paying on the room guess what happens ****** he was coming to me and asking me for money why after I got put out everywhere and I am going to pay for me for a few days in this he hit and couple of good jobs which is not very common and things the past couple of weeks and then the next minute you knew where I understand somebody phones out that I have a check cut out in my neighborhood and your people put me out and I had nowhere else to say but they were going to be to take my money and wanted to adoption agency was paying for it and had no clue that I had been paying for it with cash after that and then when they put me out unwillingly to listen to why I had that in my hand and I collapsed in the home in front of my door for God sakes they told me I was not allowed to stay there I had been there a year so far so you tell me why another guest in our room can be their thing and have pain I'm in this thing off and in pain for that room sometimes it wouldn't cost almost $3,000 because of late fees cuz I did not sign the check for my adoption agency which I will gladly be borrowing money from my family and they would send it to me and that's how he would end up paying the room he wasn't doing it by himself and I was a pregnant female had nowhere to go my family my dad lived in ******** some men that I have been seeing burnt down our house and then we had nowhere to go I went and stayed with *************** a ****** family member not as husband or wife or girlfriend anything but the next minute you know his workers had no where to go so what are we saying okay and thanks to come up here instead wondering where for his hand being put in handcuffs three times have been in the loving several times and all drunk in the everything and in the parking lot with no shoes and socks on and nodding out like if he had them coming soon I'm in and out in me I cannot's in front of my door with post for me depression and that is really bad for me another lady who was staying there I can't recall the room but they refer to him and the baby the man had a elephant Dodge charger that part in front all the time the lady said another rough day I said yeah they're telling me I got a point somewhere else to say because I collapsed on new medication and but then roommate can go out and be here captain and constantly let him go and I was retained him for a while and messed with him and then they found drug paraphernalia on him which had nothing to do with the best we told him he had to pick one thing or the others somewhere this thing or somewhere to go somewhere to stay or somewhere to go and three times he gets harassed by the cops and after that he was steady doing that he would even have me walk down there with him because so I can keep him conscious because he would be on Thursday and these people took my money and something that I couldn't have nowhere to go and I ended up getting a gun but tomorrow Mr broken glad me did not want to give to me because he never does but he ******** and had me stay there and have the adoption agency pay for the room one day he's getting go to work because he was sick and in the hospital me I am me friend and the family I am a mother of a child until of course I stick the same here these people put me out because of medication and stress and depression and ADHD and postpartum depression of losing my child and then automatically think because they see me surge in my hand that I'm doing something wrong or maybe you should buy trash cans I want to follow suit and retain a Year's worth of money back cuz that's how lonely was there now that is going to be my magimic and because he had a friend who was a head housekeeper he in the head housekeeper is his friend so the one who's always constantly in the parking lot getting caught by the police and being told he can't sleep in the trunk and being told he has to go wherever he wants to and they automatically and let him go don't say nothing to him always be freaking here for fun because they knew one another matter of fact that hotel when it became in town suites it trying to and I'm in charge of my card 123. Manager and a employee did not charge my card and I was Dr from there when it became under ************** 10 years later that's why I was back there but I I went to making case of it because they sat there and trying to lie to me and I had no phone charger to charge my phone I came up there at the girl who did it her name was ******** she happened to be sleeping with me one of the employees or what would you saying she was doing prostituting with them and me and my mother came up there before she passed away and we were letting them know that they charged my card and I wasn't supposed to be up there at that hotel when it was Christmas because of a time that when I say dance another person God into it with an employee and took it out on me and him which I didn't care but now when you guys take everything of what I have and tell me to get out of your hotel and have no reckoning of what's going on and let somebody else stay there that is in the same room with me that had been retained by the police three times and paraphernalia took them from him and you guys think that I'm going to let that go I am on the streets now because all my money has been something for me I'm not willingly but I have been wrong and almost been raped for God's things you guys have gone something so difficult that God has my witnessed all night with this girl I will throw it on channel 9 news and I will make that hotel look like what it is I thought it was actually a decent but when they put somebody out that has partnering depression because they changed their child up for an adoption but they're gladly taking my money payments and everything else and then they think because I get a check cut to me and it's not coming from me adoption agency I'm not paying for the room big mistake and was and I feel that I should be compensated for it because you guys have almost gotten me killed and on top of it I never bothered anybody in that man that hotel or building or whatever you want to sing and inside I didn't have no more money because it wasn't being paid by the adoption agency well they were very wrong because because they kept me a check and that's where ****** was getting his money from that's why he wasn't having late payments as much as he was and thinking he had me come up there and stay to help him and then you guys put me out when I had nowhere else to go because I got to come up there and help him and somebody offered me a place to stay because they wanted to *** me and come to find out and they did just that and I can certainly say it wouldn't have happened if they would have listened and consumed a conversation with a person instead of all of a suddenly telling me I have to leave because every syringe in my hand if I had something to hide I would have had it in my pocket but they were more worried about that then they're calling and ambulance because I collapsed being at work all day I didn't even stay in the hospital after I had him because I was so depressed and not wanting to do it but it was the best thing to do with you guys tore me apart when you guys put me out and saw it was just going to be easy and I was helping them room I'm following a complaint with the channel 9 news of my land out and I'm going to find a lawyer only put out the truth that you guys believe favoritism and is trying to sleep with people who are customers there I believe the lady ********************* had a crush on my baby daddy but that's not my problem my problem is telling me to leave when she should have told all of us to leave and gave us our money back and we wouldn't have a room somewhere else but now I had to leave with me and my money that I didn't have in an account I had it on me and every day we would come in and pay the room with my money that the adoption agency real out but I am glad to let them know they ruined my life with this and made me hysterical and totally emotional and more depressed everything can be with all the emotions that I have been going through I am leaving more help and more therapy I hope you find a new job somewhere else do her child the same way that I do not get a response back from you and get some type of condolence for this I am going to take this to the news and let them know what they do to people who just have a baby and gave it up for the first time and collapse but oh I can watch people run up and down the halls and with knives and s*** in their hands and then they are all around to come back to that hotel and they do nothing nothing. This woman I think she made it personal I think she made it personally for some reason if you want to ask me so I'm going to make it personal but it's going to I'm going to make it personal but it's going to be taken out on the hotel because that's who she was representing when she told me oh I had until Thursday that would have been the end of the pay. That we had no and thank you gave us some money and we could have loved in minerals thinking thank you very good

  Business Response

  Date: 10/23/2023

  Please clearly state your concern clearly. 

• Initial Complaint

  Date:10/15/2023

  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.

  I checked into, Intown Suites Extended Stay in ********* ** on 12/30/22 in which I paid a $50 DEPOSIT and there was NOTHING wrong with the ROOM upon CHECKING OUT on 9/18/23 and I was in such a hurry that I totally had forgotten about the DEPOSIT and the lady at the front desk didnt even MENTIONS about my DEPOSIT, so a week had passed and then I had thought about it because I was there a while that I had forgot and there was NO DAMAGE to the ROOM and my fianc went to get the DEPOSIT back and was told. by the MANAGER that SHE didnt CHECK ME OUT so she couldnt GIVE me my DEPOSIT and wasnt told when the lady that did check me out was going to be there but shes the MANAGER so she could indeed given me my DEPOSIT back and they SHOULDNT be CHARGING customers if there going to MAKE UP FASELY claims which isnt TRUE, I believe they pick who gets there DEPOSIT back and who doesnt because THEIR claim is the BOTTOM white part of the BEDDING was dirty which it WASNT and technically a BEDDING going to be DIRTY anyway, because PEOPLE SLEEPING on them I would think and so now theyre putting the SAME BEDDINGS back on the **** thats a HAZARD and the BEDDINGS wasnt especially the ONE there referring to was DINGY and had a lot of LENT. I would like for PEOPLE to be AWARE of that PLACE, theyre a RIPOFF.

  Business Response

  Date: 10/23/2023

  Thank you for choosing InTown Suites.  Were sorry that you did not have a pleasant experience, we hope you allow us to serve you at another location in the near future. 

  Customer Answer

  Date: 10/23/2023

   
  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:10/07/2023

  Type:Product 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.

  9/4/2023 at approx 4:50pm CST, I called Intown Suites to reserve a stay. I spoke with the centralized call center and outlined my location, and the exact location I wanted to book. The rep took approx 15mins to pinpoint the Intown Suites I should reserve. I arrive at the location ( *******************************************), the manager advised that she did not rooms available. I provide my reservation number and express that I pre-paid via the phone and because rooms are not available I'll like a refund. The manager informs that she did not see a reservation for me (I explained that I booked it over the phone about 10mins ago). The manager says, she'll lookout for the confirmation and ensure cancellation. I returned to the car and contacted the initial reservations lines (centralize location) and explain what occurred, the rep advised that they (the centralized location) cant do anything, and I would need to visit on site. I spent the day going back/forth trying to rectify the situation. Later that night, I received a call from Intown Suites telling me that I would be charged a no show fee. I advised that is inaccurate as I was booked at a location that did not have available rooms and the manager onsite advised that she would cancel my reservation when it populated to her site. I requested to speak with the manager and was advised to call back tomorrow (9/5/2023) when a manager was available. I called on 9/5/2023, talked with ******* (******* location), she informs me that I show booked at her hotel. I inform her thats incorrect as I was unaware that the phone center booked a reservation there and I had already spoken with the site I was under the impression that I was booked at. ******* said its nothing she can do and charged me a no-show fee of $62.70. I requested the number for the corporate office, ******* refused told me to look online. 9/9/23- I submitted complaint online- no response. 9/11- follow-up, no response, and 9/17- follow-up no response.

  Business Response

  Date: 10/09/2023

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

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20709282
  
  I am rejecting this response because:
   This is the same response to the email and goes directly to the centralized call center, which states they cannot help. Meaning, that I need to speak with someone else. If this persist I will reach out to media and other agencies because this is unacceptable.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/17/2023

  Thank you for choosing InTown Suites. This guest has been given a refund.

  Customer Answer

  Date: 10/17/2023

   
  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:10/05/2023

  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.

  Date 10/02/2023 Intown Suites sold us a room that had pests in the room.When you walk in a walk around they cant be seen at first until you start to unwind and move around which cause the pests to become irritate and appear in plain sight.They were in the bed and all around the kitchenette area leaving it an unsafe and unclean environment to eat in and for my children to stay in. We have tried to contact the business email, property and general manager and was told there is nobody that could help. We were only told they could spray some chemicals but that would still be dangerous for small children.This creates a major health issue especially for small children and nobody was willing to resolve the issue. They instead told us that wed have to just deal with it. We are still seeking a resolution.

  Business Response

  Date: 10/06/2023

  Thank you for choosing InTown Suites. Please provide the full property address for further assistance with your concerns. 

• Initial Complaint

  Date:10/05/2023

  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 hotel room at Intown Suites **************. I drove over from out of state, and immediately saw that the room was NOT anything near what the website advertised. I told the clerk, she said I had to contact corporate for a cancellation and refund. When I called corporate, they said the clerk has to do that. So I spoke with her again, explained that the website was misleading, the room was NOT at all what I booked. She literally laughed and said too bad, shed be charging me anyway. The room was filthy, the door had been busted in and didnt close properly. The room online showed a nice clean place, but this place was terrible and unsafe. I went back to the website, tried to contact them thru social media, but their ******** and ******* have both been shut down. There is no other contact info available, other than the one number I called that said to contact them through their website!! Its a scam, a runaround, and no help is available through normal channels. They should not be able to fraudulently show pictures of rooms that dont exist, and then steal your money when you see for yourself what a disaster the place is. This is not ok.

  Business Response

  Date: 10/06/2023

  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. We apologize that you did not have a pleasant experience and ************ you at another location in the near future. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20700546
  
  I am rejecting this response because:  it is fraudulent to misrepresent a product or service. I booked a room based on the information and photographs on the InTown suites website, those photos are NOT representative of what I was offered upon arrival. You are clearly operating with a bait and switch policy, which is unethical and unacceptable. Also, the room I was offered had obviously been broken into and the door was bent and broken, making a safe and secure stay impossible. I would have happily stayed and happily paid the asking rate had the room been clean, safe, and appropriately representative of what you sold me on your website. And the runaround I was given upon asking for a cancellation was also unacceptable. The office said they couldnt cancel the reservation, so I asked for a manager or corporate contact info. The clerk refused to give me that information, so I called the number on your website and they said I had to get a cancellation from the clerk. So I called her back and she said I could give you a refund but Im not going to. What kind of unprofessional conduct is that? I then went to your social media pages, all of which are out of service. You have no more contact information online. So the office said call corporate, and corporate said call the office, just sending me in circles and no one would even entertain the idea of offering me what I actually paid for. This is NOT acceptable. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/09/2023

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. As stated earlier, we apologize for the financial inconvenience, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20700546
  
  I am rejecting this response because: the reason for my grievance is not financial inconvenience as youve stated. Let me be very clear: the problem here is FRAUD. You are operating a SCAM, you are posting fraudulent photos on your website and selling rooms that do not exist!
  

  I would have gladly kept my reservation, paid you, and stayed there for three days had you not misrepresented your rooms. However, the room I rented was NOT what your clerk gave me when I arrived from out of state. The room I rented, per your website photos and description, was a nice, clean, safe place to stay. Upon arrival, however, the room was disgusting it was dirty, it smelled disgusting, there were burn holes in the bedding, and in the restroom fixtures, and it was very obviously broken into at some point, the door could not be properly secured. 
  

  Again, the problem here is FRAUD. You are selling rooms that do not exist. And then giving guests the runaround when they ask for a cancellation or refund. Your clerk told me to contact corporate but then refused to give me contact information. When I called the only number on your website, the representative told me they had no other number. When I went back to tell this to the on-site clerk she literally laughed and stated that she couldve refunded me but she chose not to. Still refused to give me any management or corporate contact info. 
  

  AND, while I was there another gentleman was there booking a stay. He asked if there were other rooms available, the same clerk LITERALLY stated that once the cancellations come in (because they always do) that her manager would resell the rooms then. 
  

  You are operating a racket. Misrepresentation of your rooms, showing fraudulent photos, waiting for the inevitable cancellation, refusing to refund, and then selling the rooms again. This is FRAUD. You should be ashamed of yourself, at the very least. And you should be criminally charged for running a scam. 
  

  You have falsely advertised this establishment, and a consumer should be protected from a business who misrepresents their product or service. 
  

  I have stated before that I have no problem paying for goods and services that I purchase. However, no one should have to pay someone who sells one thing and delivers something completely different. You are selling something that doesnt exist, and then acting like its the customers fault that they are unhappy with being scammed! Shame on you. 
  

  This company is a scam. It operates fraudulently. This company is stealing money from consumers. This hotel is dirty, unhealthy, and unsafe. And its obvious that you know this because you are hiding from public comments by shutting down your contact information and social media accounts. 
  

  I did not receive what I purchased, therefore I do not owe you a dime. You owe ME for misrepresentation and fraud. You owe me an apology for taking my time and energy and ruining my out of town trip and you owe the public a complete revamping of your unethical business practices and your disgusting and unsafe lodgings. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/02/2023

  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 day of the transaction was 9-11-2023 InTown Suites ********** ************************. Check out 9:18/2023. Under ********************************* room 115. I tried contacting **** the manager for days to know avail went in person he said he got the messages but did not return the calls we were trying to tell him we were going to check in late. When we finally checked in **** was no longer on premises nor was he there the next day we finally spoke to **** on the third day who said we would be getting a refund because as soon as we came in opened our food with my 4-year-old German cockroaches began coming out of the walls I found an infestation in the stove there were so many it was gross. Immediately we left and got spray to try killing them upon spraying cracks and in the bathroom they started coming out in larger numbers they were big 2 in long. These bugs contaminate everything they touch the website said there were no bugs and the pictures portrayed a nice place it was nothing like the actual room these were supposed to be updated renovated rooms the good reviews are due to the paper I found in the parking lot offering discounts on rent for five Star reviews. It's a complete lie. I also complained online my request ID number was *****. My card was charged for $394 on 9-11-2023 you can never get a hold of anyone at the lobby by phone and I have now had to pay for other accommodations this place is not safe or clean it also reeks of cigarette smoke. We did not spend one night there we did not spend more than 10 minutes in that room and used nothing and took nothing. You couldn't pay me to stay there. Now they are not responding and they are not open during hours before or after work so I cannot go in person they are also not open on weekends

  Business Response

  Date: 10/10/2023

  Per further communication with management, the guest checked in after hours and did not make any complaints the office during their stay.  ********** was/is open from 11am to 7pm 6 days a week.
  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20688568
  
  I am rejecting this response because:

    Although I checked in after hours I came in on the very next day that it was open and **** was behind the desk and told me I would be receiving a full refund. It is not my fault that the ******************* has limited hours I also called multiple times to the ***** number and the local office leaving messages that were never returned.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/01/2023

  As stated, per further communication with management, the guest checked in after hours and did not make any complaints the office during their stay.  ********** was/is open from 11am to 7pm 6 days a week.
  
  

• Initial Complaint

  Date:09/27/2023

  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.

  I lived at the Intown Suites in *****************, **. Rm, 101 *****. For more than 18 years. They are making everyone prep their rooms for Orkin, Draconian measures You must move nearly all your possessions. They give small amounts of time notice. I'm in a wheel chair or ****** to get around. I'm told I have to leave if I can't measure up, plus a $50 fee. I just need much more time than what they are allowing. I am not the only person bothered by this ordeal. And I have no ***** problem at my room. Everyone is being subject to the extreme position of the motel because of a few who do have roaches.

  Business Response

  Date: 09/27/2023

  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:09/26/2023

  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.

  I had to come to ********** to work I paid for week at oxmoor location after going to room to shower I realized that hot water was freezing cold the lady in the office said the boiler was broken after I paid for room she said it would be fixed the next day. I ended up having to get another hotel room because everyday they said it be fixed the next day its still not fixed they have a hotel full of adults and children with no hot water to kill germs. I don't see how a hotel sells room knowing they don't have access to hot water when I wrote the corporate office they told me it was out of there control and basically not there problem. They didn't even have a TV remote for my TV and no one is the office after 7 I don't get off until 7 so even if I decided to take a cold freezing shower I still couldn't watch TV extended value is what they say I need them to extend the value and give my $$$ back what about the value of my $$$ and it's ***** infested I don't see how there still in business ripping off hardworking families I was in hotel alone but noticed a lot of children in rooms with freezing cold shower what is the value of that in town suites turned out to be a total rip off

  Business Response

  Date: 09/26/2023

  Thank you for choosing InTown Suites.  The concerns that you are experiencing are out of our control.  Once the governing agency for that specific utility provides full working services, we will be notified.  We apologize for the inconvenience that everyone is experiencing.