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Hotels

Intown Suites Hotel (all locations)

This business is NOT BBB Accredited.

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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.

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.

Initial Complaint
Date:08/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am falling and complaint because I was blocked from every location basically for no reason. The reason I was given was because I did not take the trash out. Which I did do but they went on to block me from every location. I paid my rent on time I didn't have a problem with any of the other guests at the hotel and just would like an opportunity to rent again.
Business Response
Date: 08/21/2023
Thank you for choosing Intown Suites. DNR placement is due to a violation of the guest agreement signed at check in and is irreversible.
Customer Answer
Date: 08/21/2023

Complaint: 20496586

I am rejecting this response because: I was a perfect guest and I want a second chance.

Sincerely,

***************************
Business Response
Date: 08/21/2023
Thank you for choosing InTown Suites. As stated before, DNR is irreversible.
Customer Answer
Date: 08/21/2023

Complaint: 20496586

I am rejecting this response because: I disagree with it.

Sincerely,

***************************
Initial Complaint
Date:08/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation at the location in ************, **. My stay was to be from 8/17-8/31. When I checked in on 8/17 around 5:45pm I advised the desk clerk it was 2 guest. She checked me in and stated my guest could bring his ID up to the office when he gets a chance if he wants a door key. My fiance is disabled and has a service dog. The website clearly says service dogs welcome. On 8/18 at 10:50am I get a call from ***** and she proceeds to raise her voice at me and tell me I have a dog and a man in my room and they dont allow pets at all. I let her continue to talk and barely let me get a word in edge wise when I could finally tell her he is a service dog not a pet. She then says I need to provide documentation I said sure no problem where can I email it. She says I will get the email and call you back. I let 20 minutes pass no email sent so I call back and she tells me she got busy and will send it now. I received the email and sent the documentation right then. I get home from work and about 7:30pm ***** comes to my door and tells me I need to leave immediately because I didnt tell them about my service dog at check in and I have an hour to pack and leave. We went back and forth for 15 minutes because I provided the documentation so I dont see the issue. To add insult to injury I was now out $724 and no where to go. This is completely unfair and illegal. I need a refund immediately I was barely there 24 hours. The customer service was horrible and ***** the fill in general manager from ********* was rude and unbothered. I asked to speak to the actually general manager who instructed her to make us leave and she was conveniently unavailable.
Business Response
Date: 08/21/2023
Thank you for choosing InTown Suites. We do not allow pets. **********************************************; Service animals are accepted with current medical documentation. *********** animal cannot be unsupervised by the owner and never left unattended.
Customer Answer
Date: 08/21/2023

Complaint: 20494814

I am rejecting this response because: Service dog paperwork was provided to the front desk upon their request. The service dog was not left alone in the room unattended. We should not have been kicked out. I want my refund ASAP

Sincerely,

*******************************
Business Response
Date: 08/22/2023
Thank you for choosing InTown Suites. Per further investigation into this matter, Due to policy not being followed and ***************** having unregistered guest in room with aggressive animal. The general manager directed to remove ***************** from property.
Initial Complaint
Date:08/04/2023
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.
Hello my son have lived at inntown suites on ********** since April bc of a house fire . They are kicking us out bc of a bag of trash that wasn't even mine. According to the Legal Aid attorneys they have to file for eviction bc after 30 days we have Tenancy rights . They have not even sent me a letter or anything but won't accept my payments . They have flipped the breakers which is inside their office to my ac during all this heat and to my fridge and destroyed all of our food and now they locked us out and everything we own is inside of there. The police say it is a civil matter and wo t get involved and the legal aid attys don't get involved until eviction is filed . I really don't know what to do . There is nothing filed and the eviction court lady after confirming nothing was filed referred me to u for help. My son wrote t to get our items out of the roo. ** we are locked out and the manager ******* threatened to break his face. I have contacted their home office and they keep referring me to call the front desk. They are violating many laws and should be stopped . This is not civil business practices
Business Response
Date: 08/14/2023
Please reply with the full property address your concerns are regarding as well as the name of the person on the folio for further assistance.
Initial Complaint
Date:07/29/2023
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.
Made a reservation at the location ************************************************************************** for a week stay. during the check in process on July 27th 2023 ************************* ( General Manager ) already having a horrible attitude allowed me to view room 240 to see if it was up to standards. once i walked into the bathroom i could instantly smell dog urine which was a very strong smell. i went back down to the front desk and informed *******. i asked him to take a look himself because the smell was very strong. he refused and handed me back my information and said have a nice day stating he will not be moving forward with check inn since no other rooms were available. ******* then proceeded to be disrespectful calling me out my name while reiterating that he had already checked the room. if he had checked the room then he would know that the bathroom smelled like dog urine. He then proceeded to threaten me with bodily harm. I called the reservation line to inform them of the issue while ******* can be heard by the representative hurling insults. after leaving the property ******* continued to charge my card after stating there were no rooms available. I've attached the picture below. it seems that ******* has a problem with providing friendly service as the company's mission statement to the customer specifies. having read reviews on a couple of different sites ******* has always had this problem and corporate refuses to acknowledge it. ******* stating there isn't another room and him continuously trying to charge my card is theft. it would be in the company's best interest to act quickly before this complaint is followed up with a lawsuit.
Business Response
Date: 08/03/2023
Thank you for choosing Intown Suites. Per further investigation, ***********;******* was shown a premium room. Guest was gone for more than an hour so Management went to the room to check it. The man had 2 other people in the room along with 2 dogs. Management told the man to vacate the room then he began to get hostile and irate he was then asked to leave the property.

Customer Answer
Date: 08/03/2023

Complaint: 20395450

I am rejecting this response because: this statement is untrue, and where did you get that statement from. You should probably look at the video footage from the time I arrived to the time I left after viewing the room. The interaction with the manager was less than 30 minutes. Im not sure where you got that statement from but its definitely not true. Its also borderline defamatory. If these lies continue I will definitely take legal action.

Sincerely,

***************************
Business Response
Date: 08/14/2023
Thank you for choosing Intown Suites. Per further communication with upper management, ***********;******* was shown a premium room. Guest was gone for more than an hour so Management went to the room to check it. The man had 2 other people in the room along with 2 dogs. Management told the man to vacate the room then he began to get hostile and irate he was then asked to leave the property.
Customer Answer
Date: 08/14/2023

Complaint: 20395450

I am rejecting this response because: that never happened, my reservation was never for a premium room and Im sure that shows on the cancellation. Yall need to do better and look at the cameras and instead of continuing to respond to the complaint. You should call me and try to rectify the situation that way. The video footage will show you that what ************************* told you was a lie. I have the footage myself that contradicts what he says happened.

Sincerely,

***************************
Business Response
Date: 08/21/2023
Thank you for choosing Intown Suites. Per further investigation, ***********;******* was shown a premium room. Guest was gone for more than an hour so Management went to the room to check it. The man had 2 other people in the room along with 2 dogs. Management told the man to vacate the room then he began to get hostile and irate he was then asked to leave the property. For further assistance, please contact the property during operating hours.
Initial Complaint
Date:07/29/2023
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.
Intown suites will go nights and days with no running water.
Business Response
Date: 07/31/2023
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.
Initial Complaint
Date:07/25/2023
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 made a reservation about 3 weeks ago I canceled it and never showed up. The InTown suites on forest lane still charged my card $50.23 makes no sense at all. I need my money back
Business Response
Date: 07/26/2023
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Initial Complaint
Date:07/24/2023
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.
The roaches here are everywhere. ***** comes once a month but doesn't do any good. I'm killing ***** roaches every day and night. Something has got to be done. It's a health hazard.The rooms here are expensive and you live with tons of roaches. I want a refund so I can move.
Business Response
Date: 07/25/2023
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. 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: 07/25/2023

Complaint: 20365474

I am rejecting this response because:
Front desk has already been told. That's why I filed this complaint to begin with.

Sincerely,

*******************************
Business Response
Date: 07/28/2023
Thank you for choosing InTown Suites. Per further communication with management, after a thorough inspection, only one pest was discovered in a pest trap. The General Manager took photographs as evidence. However, there were clear signs throughout of the guest damaging the room. Photographs documenting these were taken as well.
Initial Complaint
Date:07/13/2023
Type:Product Issues
Status:
UnansweredMore 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 June 27,2023 me and my girlfriend was asleep at 3:40 in morning and someone SHOT a shotgun through our window and the next morning the manager asked me to leave like it was my fault and since I had paid him ****** to stay for the week I had to move with NO where to go and he wouldn't refund my money so I could find somewhere he just made me leave and it still had several days on my week left. I was treated horribly and would like a refund please....
Business Response
Date: 07/13/2023
Thank you for choosing InTown Suites. Please reply with the full property address, name of the manager, and the name that is reflected on the folio for further assistance.
Customer Answer
Date: 07/13/2023
The general manager is **** and the address is **********************************************************;
Initial Complaint
Date:07/11/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 in on 7/10, the room looked okay in the 5 second walk through. As soon as I puty bag on the shelf in the closet it fell, you can tell the proper screws weren't used. The rack fell on my foot. I put my computer on the table to find out the leg is broken and it's unstable. 20 min into being in the room roaches started to be seen everywhere, I moved a chair and it's a pile of them in the corner. The manager was rude and unconcerned with any of my complaints, started to get mad at things he obviously already knew. I'm paying for a premium room and can't use anything I'm paying for. The infestation and unusable furniture is not acceptable, plus the lack of empathy and professionalism. But what can I expect from a company that rents such rooms knowingly.
Business Response
Date: 07/13/2023
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. 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: 07/13/2023

Complaint: 20305720

I am rejecting this response because: The manager on location is rude and confrontational. I don't feel comfortable talking with him and he doesn't care.

Sincerely,

*****************************
Business Response
Date: 07/26/2023
Please reply with the name of the manager and the full property address your concern is regarding for further assistance with your concerns.
Customer Answer
Date: 07/26/2023
I don't know the managers name but he was an African American male. The address I was at was **************************************************************************************. He was the only manager I ever saw. And I still have not received my deposit back also
.InTown Suites Extended Stay ******* ** - *** Airport confirmation number:38VAGDK20
Initial Complaint
Date:07/10/2023
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.
We booked 2 rooms for arrival on June 24, 2023. We were told 48 hours prior to arrival we would be charged a room deposit for each room in the amount of $60.04 each room. Upon checking in we were told that only one room was available and that we would receive a refund for ************ that was not available within 5 business days. It has been over 5 business days since. We were told to call corporate and we did and left voicemails and sent 2 emails. No reply We want our refund with no further delays. Original reservation numbers: Reservation 3tmagtx05 3tmagtx3w
Business Response
Date: 07/11/2023
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************

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