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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:09/21/2023
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.
Unfair treatment and discrimination
Business Response
Date: 09/21/2023
Thank you for choosing InTown Suites. You must renew your stay at each period. You can renew in person or online at www.InTown Suites.com at most locations. When renewing online,you will need a copy of your folio receipt from your initial move in or a recent renewal. When renewing in person, you will need your government issued I.D. and a room key card.
Initial Complaint
Date:09/17/2023
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.
9/7/2023-9/22/2023 I paid for two weeks to be here for start of work. The second day after i moved in i seen roaches and let them know. They cane and sprayed then started to see more and complained then what made it worse was i was sleep and they crawled in bed with me. And seen in bathroom. I plan on leaving 5 days before i cant do bugs and my room stay extra clean.
Business Response
Date: 09/18/2023
Thank you for choosing InTown Suites. Please contact the front desk so they may assist you with that specific on-sight need. 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: 09/18/2023

Complaint: 20616253

I am rejecting this response because:
Its not fair for me to pay all this money to have to deal with bugs.
Sincerely,

***************************
Business Response
Date: 09/18/2023
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:09/16/2023
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.
This place was not one thing like they advertised. My boyfriend booked a room for a week in the ********** location. ****** his keys in his room on accident the first night which was Saturday and couldn't get any assistance until Monday at 11? Who runs a hotel with no 24 hours assistance? So he paid for two nights he wasn't even there. The room was disgusting and the ** was entirely blue. Will never stay here again it was awful and especially for what we paid.
Business Response
Date: 09/18/2023
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: 09/18/2023

Complaint: 20613865

I am rejecting this response because there is absolutely no resolution or refund.

Sincerely,

************
Business Response
Date: 09/26/2023
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: 09/26/2023

Complaint: 20613865

I am rejecting this response because: There is absolutely no recourse, it's almost the same response they already gave. I want a partial/full refund

Sincerely,

************
Initial Complaint
Date:09/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wasnt given a refund and had to kill roaches the whole night. I have paperwork showing my baby allergic to roaches and had to leave hotel. Staff wouldnt give me refund
Business Response
Date: 09/19/2023
Thank you for choosing InTown Suites. Please respond with the full property address and the registered guest folio number for further assistance with your concerns.
Initial Complaint
Date:09/08/2023
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.
On 8/24/23 my son and I visited ******* Intowne Suites. Upon check in I said to ******, the property manager that I needed a room for my son and myself. I paid a total of ******. Once I went to the room we realized it was not a double bed. I immediately went back to the office and asked for double beds. ****** replied his residence did not have any but he would refund my money and Snellsville up the road would have one. I have spoken with ****** several times and another young man whose name I did not get. They have both given me corporate numbers which lead to nowhere. I filled out a customer complaint on the template instructed and still have had no success. This residence in ******* has truly mishandled my refund, being I never stayed at the building, and a 24/48 hour refund was promised. Cameras will show my going to the room and coming back asking for two beds.
Business Response
Date: 09/11/2023
Thank you for choosing InTown Suites. Credit card refunds take **** business days. This is out of the property's control.
Initial Complaint
Date:09/07/2023
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.
Date of transaction: 09.05.23. Amount paid: $476.84. This business failed at providing a ************** conscious environment, the hotel room had bed bugs, dirty living environment, other guest with pets, which is against there hotel policy & adds to the filthy environment. My guest and I were told that there would not be weekly cleanings due to short staff. The hotel room I was assigned very much so reflected lack of cleaning and attention. Which raised major health concerns for me and my guest. After initially being assigned a room that was allowed smoking I promptly asked for a refund. The Manager *************************** assigned us another room that had no smoking. When I asked for the initial refund **** (Manager) informed us that we had 24 hours to cancel at this time if the room was not suitable. After, being moved to the second room we quickly noticed the room was not suitable. Everything in the room was filthy & bed bugs were crawling on the walls. We quickly informed the overnight hotel staff of the situation. We requested a refund at this time & left the premises. **** called me the next day 09.06.23 @ approx. 5:30pm. We told **** we wanted a full ************* denied saying 1 night would be deducted. I informed **** that, that would not suffice. I reminded him of telling us we had 24 hours to find the room suitable. It took all of 20min to find the room was not suitable and informed the staff there. **** still denied the full refund referring to his boss as the reason. I denied our claims & basically called us liars. He denied us access to his superiors business phone numbers & told to look for the headquarter phone number myself. Then, **** rudely proceeded to drop the Phone call with clarification of when I was getting my refund. I called back & **** was still rude & dismissive. He still did clarify when I would be getting my refund & express that would be deducting $65. We are from ******* & this situation put a huge financial strain on us. Guest Folio:30410
Business Response
Date: 09/12/2023

Thank you for choosing InTown Suites. Per further correspondence with the property, management inspected the room thoroughly and found no signs of bed bugs. The bed was not disturbed. This room was in good condition. ***** stated the room was fine after they looked at it.
30 min after the property closed the guests told the ** they did not want the room and claimed it had bed bugs. The property has refunded all but the 1 night.
Customer Answer
Date: 09/12/2023

Complaint: 20567071

I am rejecting this response because: The steps that were taken were the only steps that could be taken. We found the bed bugs as we were unpacking our luggage. The bed bugs appeared on the wall. We could not stay a second longer for fear of infestation. So, we called the only number available and left the premises immediately having to spend more money and check into another hotel. We did everything we could and correctly. Intown Suites just did not provide a suitable environment. I want a full refund. Bed bugs & filth are valid reasons.

Sincerely,

*************************
Business Response
Date: 09/13/2023
As stated earlier, The property has refunded all but the 1 night. No further refund is warranted.
Initial Complaint
Date:09/06/2023
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 reserved a room for the 29th of august 2023. I paid almost $600 for a 10 day stay. The room I was given was disgusting. Bugs all over, piles of dead bugs on the floor. Broken deadbolt, someone actually tried to get into my hotel room. Bathroom sink clogged, smelled like a urinal. Blood on the wall. I tried to get a refund and they said no, gave me a corporate number that no one answers. And the one time someone did answer they told me to call corporate, and then cut the phone off. Im absolutely positive this company is operating through a shell corporation and is illegal. They offer no assistance with this issue. The lady at the ****** location actually has a direct number for her superior and refused to allow me to speak with him or give me the number. She actually called the police on me for asking for a copy of the room agreement and phone number. Today makes a full business week of me trying to call and email and get a response. Per their website Im a promised a clean and well maintained room. Per ******* penal code I am supposed to have a working lock. Per ******* state law , obtaining accommodations via fraud and misrepresentation is illegal and thats exactly what they did.
Business Response
Date: 09/07/2023
Please reply with the name of the registered guest on the account as well as the folio number for further investigation into your concerns.
Customer Answer
Date: 09/09/2023
Hello, they asked for a phone number I believe and the name on the booking. Name is *********************************, number is **********
Business Response
Date: 09/13/2023
Thank you for choosing Intown Suites. Per further communication with the property, we are informed you are not the registered guest on the folio account. Management intended on moving you to the desired room, until it was discovered that you are not the registered guest. ************************ did not come back to add you to the room.
Customer Answer
Date: 09/13/2023
I was the guest that stayed at the hotel. I was supposed to change it back to my name at 5pm when ******************* got off work. Before she could get off work at 5 like me and the hotel staff discussed. I received a phone call from hotel staff saying that even when my name was added the room they were planning to switch me to was reserved and I would have to stay in that original room. At that point there was no need to update the info because they couldnt offer a different room that was clean. So I checked out and got a different room. Regardless of whose name is on the booking WE both want a refund because neither of us stayed in that dirty room and your onsite staff promised to change the room and we all agreed then she couldnt change the room. Not because of guest names, but because the room she had said we could switch to was UNAVAILABLE.
if the room had been available we would have finished our stay at the intown suites. But she didnt have a clean room.
Business Response
Date: 09/13/2023
Per insights from the property, "************** is not now nor has she been a registered guest" therefore we are unable to fulfill the request of a refund of money.
Customer Answer
Date: 09/13/2023
The original booking is for *************! And the payment is from *************. If you would like to give a direct number or email so ********************* can get in touch then she will. But me and her have been calling for weeks. Someone from corporate told her to call corporate and then hung up in her face. Regardless of anything, the stay wasnt finished, the card is information is on file , and a refund can be issued for the incomplete stay.
I stayed in that room with my toddler, and if we cant resolve this issue here and now and get a refund then maybe this needs to become a civil suit. Im sure many of the hundreds of others who have complained about your many establishments will feel the same way and join a suit with me. This is unacceptable and plain out unprofessional. All me and *********************** are asking for us a refund to the original payment method.
Business Response
Date: 09/14/2023
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: 09/14/2023
You are clearly comfortable breaking your policy and promises so giving a refund shouldnt be an issue. According to ******* statute the entire room i was in was a room full of code violations and you still dont think I should be given a refund?
Initial Complaint
Date:08/23/2023
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.
Regard intown suites ************** Address:********************************************* ************ Unable to upload supporting document. Found at *********************************************************************************** --My friend *********************** paid for a 2.5 month stay. All money due will go to his account. We are both registered as guests.Because of an emergency i had to check out after a week. When asked how long it would take to refund the remainder of the stay, one person told me it depends on how long the stay is, and the other person claims i signed a paper that says i only get my taxes back.According to my research they are required to refund the money for the time i am not staying. On this paper it says my TAXES do not get refunded and that i am NOT obligated to stay the entire time.I attempted to contact customer service and corporate directly, but it is impossible to get through to a human being.I would like the money to be refunded. I will honor the loss of the taxes as i did sign that agreement. I would like the woman that refused the refund disciplined, and i would like the company to have reachable customer service. Mostly i want the refund.The total of the stay was $3,178.56
Business Response
Date: 08/25/2023
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.
Initial Complaint
Date:08/23/2023
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 checked into my room on 8/12 at the ******************* location **********, *******. On Sunday about **** the toilet flooded. A guy came up and got the water up. He told me on Monday he would be speaking to her about the toilet being broken. On Monday 8/13 *************************** called and explained to me that she would have someone coming to fix the toilet. She also explain to me that I could not leave a minor in the room. My son was not in the room by himself. My niece was with him waiting on me to get back from the store. Because we had an event to go to. She is not a minor. She told me I wouldnt have to leave the room. She told me someone would be fixing the toilet. I was not at the room on 8/14. I was working. On Tuesday 8/15 I get off work and use the restroom and the toilet flood again. The guy came to get the water up. He stated that they plunge the toilet but didnt fix it. He said he was going to talk to her again about the toilet being fixed. He came back with a note from her saying I violated the rules and regulations. She had closed the office by the time I got to the office. She was still there but wouldnt answer to speak to me. The false violation was not brought up until the toilet flooded again. She didnt allow me to explain to her that my niece was here with my son. I was totally confused to why she would say on Monday everything was okay and she would send someone to fix it and then on Tuesday tell me to leave on Wednesday by 12:00. I tried contacting customer service but you can only email them. I had to pay for another hotel for the week.
Business Response
Date: 08/23/2023
Thank you for choosing InTown Suites. Children under 16 years of age must not left unattended. If minors are left unattended, this is a violation of the guest service agreement.
Business Response
Date: 08/23/2023
Thank you for choosing InTown Suites. Children under 16 years of age must not left unattended. If minors are left unattended, this is a violation of the guest service agreement.
Initial Complaint
Date:08/21/2023
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.
Intown Suites located at *********************************************************************************************** charges guests/ residents the full technology fee when the wifi service is fully inoperable at this location. In the latest event, the wifi service stopped on Thursday August 10, 2023 and has been completely unavailable since. Calls to their service help desk and inquiries made to inn staff have not been helpful. Guests have to continue to pay fees although we are not given information on how long the outage will last, nor are we provided any reimbursement.
Business Response
Date: 08/21/2023
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. *****************************************

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