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) has 82 locations, listed below.

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  Intown Suites Hotel (all locations)

  980 Hammond Dr Ste 500 Atlanta, GA 30328-8186

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  InTown Suites

  1840 Southpark Dr Hoover, AL 35244-2094

• 

  InTown Suites

  90 Oxmoor Rd Birmingham, AL 35209-5970

• 

  InTown Suites

  7706 N Tryon St Charlotte, NC 28262-3496

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:07/09/2023

  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.

  Current guest at Intown Suites. On the day I was booking via a phone representative I clarified I needed a room at the Antioch (*********) ** location on ***************** road. She misunderstood and booked me for the ************ location, then corrected it after the fact when I told her this was not where I was trying to stay. Afterwards, I was charged a 63$ cancellation fee for this error and all attempts to be refunded have failed. I am a current guest still at Intown Suites and otherwise have no bad to say about the business. The ************ location itself said on the phone that they forwarded the issue to corporate and that they couldn't do anything on their end. I can't reach corporate or anyone on the phone, I just want my money refunded or credited towards my next bill for a stay at my current location even! Either outcome would be fine, but I shouldn't be charged money for their employees error. Included are screenshots of my bank account showing the transactions and a email by their billing department showing the case number related to this erroneous booking. Any help would be greatly welcome and appreciated.

  Business Response

  Date: 07/10/2023

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

• Initial Complaint

  Date:07/06/2023

  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.

  Traveled from ******* to ** for several family events. We booked a room at the In Town Suites in **********, ** from 6/15-6/30. We paid *******. We did review their website and the rooms were nice. We asked what days we would have maid service, they said they dont have any maids. We said what about clean towels, they said wash them yourself. We asked for a luggage cart, they said it wouldnt do any good because the elevator doesnt work. We said if we decide not to stay the whole time, they said no refunds. The room was disgusting, we stayed for 2 nights, while we looked for something else. The stairs were a hazard, there were large mice traps right in the room. There was mold in bathroom and kitchen. The carpet left our socks black. The first night we came back to a puddle on the floor from the refrigerator, office was closed and we only had 2 towels and 2 washcloths. We have plenty of pictures. We did reach out to hotel management which they initially asked why we werent happy. I sent photos and they never responded.

  Business Response

  Date: 07/07/2023

  Thank you for giving us the opportunity to respond to this guest concern. We apologize that you did not have a pleasant experience, we ************ you at another location in the near future! 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: 07/07/2023

  Yes we did sign their papers.  But because the room was not what they advertised, we felt it was false advertising.  I would like the bbb to post our negative review of the property.  I understand that bbb cant do anything else and I appreciate your quick response.  But you can let the business know I will flood social media with negativity.  No business should be allowed to charge ******* for such filth.  

  Business Response

  Date: 07/11/2023

  Thank you for choosing InTown Suites.  We apologize that you did not have a pleasant experience.

  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. 

  Additionally, we ************ you at another location in the near future. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20284921
  
  I am rejecting this response because:
  I wasnt happy with the response.  I am not going to pursue this further.
  Sincerely,
  
  **************************************

  Business Response

  Date: 07/11/2023

  Thank you for choosing InTown Suites.  We apologize that you did not have a pleasant experience

• Initial Complaint

  Date:06/30/2023

  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.

  I had re newed my stay for another month. However I checked out early because my house became available. I'm active duty military. Now when I checked out I was told I couldn't receive a refund at all for the remaining days. I had to pay in full for the entire month when I re newed. I checked out on June 30th 2023 leaving an additional 17 days that I couldn't get refunded. Even when they are just going to open the room back up an re fill it for a new guest. I don't see the reasoning of why I cannot receive a refund for the remaining days. That's all I'm looking to have resolved over all the stay was fine. But a refund policy needs to be adjusted

  Business Response

  Date: 07/03/2023

  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: 07/03/2023

   
  Complaint: 20261077
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/06/2023

  I checked out on June 30th 2023 leaving an additional 17 days that I couldn't get refunded. Even when they are just going to open the room back up an re fill it for a new guest. I don't see the reasoning of why I cannot receive a refund for the remaining days. That's all I'm looking to have resolved over all the stay was fine. But a refund policy needs to be adjusted

  Business Response

  Date: 07/07/2023

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience this concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

• Initial Complaint

  Date:06/26/2023

  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 arrived at the hotel around 5pm on Saturday 6-24-23. I started seeing bugs that night. Since the office is not open on Sunday I bought bug spray. On Sunday night there were roaches of all sizes crawling on the walls and floor. I couldnt even sleep for fear of bugs crawling on me, causing me mental anguish. I called the office and asked for a refund for 12 nights, I did not ask for a full refund back since I had stayed 2 nights. The manager told me tough luck get over it ***** would come sometime this week. The manager ****** threatened to have me removed by the police if I persisted with the ***** issue. I vacated the premises due to concerns for my safety and my health. I have pictures and videos of the roaches. I contacted Intown Suites main complaint email address and was told they would not help.

  Business Response

  Date: 06/27/2023

  Thank you for giving us the opportunity to respond to this concern. Follow further correspondence with management, ******************************* checked in on 6/24 Saturday and was shown room prior before any form of payment was taken. ********************* viewed room 118 and return to office after viewing and stated room was nice she will take it. There were no bug issues mentioned. On 6/26 yesterday @ 2:04pm ********************* called property phone stating shes unhappy with room . The manager asked what issues were being experienced . ********************* stated "there are bugs all over the room also using profanity stating either you issue me my money back or I will sit outside your front door telling each and every guest your hotel has bugs".  Management explained the refund policy to ********************* also offering to send orkin to her room as shed continued to be belligerent towards staff and hung up the phone.
  

  Customer Answer

  Date: 06/27/2023

  It is true I did look at the room prior to taking it, however I did not open the cabinets or drawers.  I stayed at Intown Suites in other areas that were not disgusting and filthy.  When I began opening drawers and cabinets and there were roaches. There were roaches coming out from under the rug beside the bed.  Its disgusting and a health hazard.  Its cost me more money because I refuse to stay where my asthma will be exacerbated by ***** f**** and shed.  I did not use profanity.  I did however, threaten to tell other people checking in, because the manager informed me oh well youre out of luck. People should know what they are spending their hard earned money on.  As a traveling medical professional I will continue to tell people of my experience.  Because this establishment, who is clearly running a ***** motel refuses to make it right.  I will tell family and colleagues so they dont have a similar experience. 

  Business Response

  Date: 06/29/2023

  Thank you for choosing InTown Suites. Per further investigation, no refund is warranted. We apologize that you did not have a pleasant experience. 

• Initial Complaint

  Date:06/10/2023

  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 check in June 7 at 6:30pm..I stayed the first night with the Roaches all over the room.The next day I ask for raid thinking it was maybe something lite,that night the Roaches took over the room literally..On the 9,th of June I went talk to the manager she was no help .she called her boss and he said to call the professional to spray a room that I'm currently living in..as of lunchtime on the 10t..no ones has come or called.im scared that I will bring this home to my kids

  Business Response

  Date: 06/12/2023

  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:06/08/2023

  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.

  We lost everthing we owned because the manager threw everything away even though our rent was paid. He threw it away while my husband was at ******* *********** even though we were paid up. The managers name is ****** and I have contacted the home office and they just always send back to talk to him and that is impossible. My husband had a $7000 coin collection his tools our clothes down to our underwear gone.....

  Business Response

  Date: 06/19/2023

  Thank you for choosing InTown Suites.  "InTown Suites is not responsible for accidents or injury to guest or visitors.  We are not responsible for loss of or damage to vehicles parked or located in the parking lot, or for loss of personal property from a guest's room or vehicles(s) parked or located in the parking lot."  Sorry for and inconvenience this has caused you. 

• Initial Complaint

  Date:06/04/2023

  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.

  My husband and i moved in to the intown suites on forest lane in ******, ** on april 8,2023. We had to change rooms after the first day due to roaches everywhere. We then moved into another room and had no problems after may 8 we upgraded to a bigger premium room. I was then given an emotional support animal with paperwork. I gave the copies of paperwork to the office and was given a list of rules i should follow for my puppy. On may 30 there was to be a walk through from corporate. I had to run to my office which is literally across the street. I left my puppy with my husband and was gone maybe ***** mins. On june 2 i went to pay for the next week and was told i needed to check out due to leaving the dog at home. First of all the rules i was given state that i wasnt to leave her unattended while i was off property which i did not. The general manager stated that i was to keep her with me 24/7 but is contradicted by the rules that are written on paper. They also charged us a 50$ deposit for the premium room which was disgusting when we moved in. The toilet didnt flush we had to plunge it each time we used it and couldnt put toilet paper in it. The fridge went out after 2 days. And we never got our deposit back. I want my deposit back and i want to be able to get my room back due to the lies of the general manager about my puppy. And the fact that i have the rules she had me sign and are what is expected from me with my *** and i never broke one of them. I was wrongly evicted and it has caused my job to come under fire due to not being able to get there now that i had to find somewhere else to stay so far from work.

  Business Response

  Date: 06/12/2023

  Thank you for choosing InTown Suites.  We do not allow pets.  **********************************************; . As per the signed guest agreement at check-in, service animals are accepted with current medical documentation.  *********** animal cannot be unsupervised by the owner and never left unattended. 

• Initial Complaint

  Date:06/02/2023

  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 entire hotel room is covered in roaches. i saw at check in 5/31/2023 and I asked the front desk office if they could switch rooms they told me that housekeeping have not cleaned up and finish any other room so there was no other room available, and offered to have the room exterminated or we can start the process for a refund. when I came back later on that night, the room was covered in roaches from the ceilings, the food in the fridge and the bed. Ill called the after hours number and the maintenance man came out and did a quick extermination spray, but told us we had to stay out the room for an additional 30 minutes because the fumes were so strong - which it caused my asthma to flare up and almost gave me an asthma attack which wouldve led to a hospital visit. maintenance told me the wrong room number was put down for the extermination so they had never came out and exterminated my room during the day. I called asking for a refund, but I was told I have to wait till they hear a response and I was refusing the district managers Phone number to complain. I have pictures of all the roaches in the room. i came down in person, 06/01/23 the general *********************** now states there are no refunds ever, she wont contact the district manager, there is no corporate number to call, and closed the door in my face asking for a printout confirmation i checked out of the room. She refuses to help or assist in any manner. My solution is a refund for the whole $292.98

  Business Response

  Date: 06/19/2023

  Thank you for choosing InTown Suites. Please reply with the full property address your concerns are regarding for further assistance with your inquiry. 

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business located on oxmoor rd are illegally adding fees upon Orkin spraying for bugs. This business is charging $50 for your room being unprepared even though the infestation was already there before I came. They are holding you accountable as if you started them. The manager lies by saying she gives out notices to notify you of the orkin company coming. But she is not she is falsely charge $50 which is also not included into the contract you sign prior to getting the room. They also are unethical at this business. The bathrooms are filled with mold. When I say something, they give me cleaning products with bleach in it and tell me to clean it. The mold is red and all throughout the bathroom. No one has did anything to help. When I report to customer services nothing is done. They also steal funds off my card and lie and tell me I am going to get it back but I never do. They also cut the water off here without notice. Around, Christmas time we went 3 days without water. Every other day the water is cut off sometimes I am unable to cook or take a bath.

  Business Response

  Date: 05/30/2023

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

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20114697
  
  I am rejecting this response because I have reached out to the front desk which is the manager that you a referring too. I have reached out to the property attendant/housekeeper as well. When this issues arrived there was always hostility on their end for no reasons at all off of a simple complaint. I have been cursed at, had the police called on me for no reason, everytime I am approached there is always a group of them present. This staff was very hostile towards me and family. So with that being said cooperate needs to be involved because this was very unprofessional and if proper investigations would take place everything would reveal what I am saying. 
  
  Sincerely,
  
  Valaza *****

  Business Response

  Date: 05/30/2023

  Thank you for choosing InTown Suites. In order to combat the changing weather and accompanying bugs, Intown Suites requires your room to be prepared for Orkin to spray on the property.  As mentioned earlier as it relates to water, 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:05/27/2023

  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.

  Unfortunately, we learned the hard way that this hotel is a scam. I had a business trip planned for May 24th through June 3rd and spent $598 on the trip . Right before my trip my nephew was ran over by a fleeing motorist and killed. I brought this up to management when checking in early at InTown Suites so the fact that they screwed me over knowing I was here to bury my family member was definitely an eye-opener to what type of business they were running at this hotel. They advertise pictures of rooms on their website that do not truly exist at all in this hotel. When looking at the hotel from what realtors call "Curb Appeal" you think you hit the jackpot on finding a cheap room at a great hotel and location. The truth is they do this to reel people in and once you check in and they have your money and you see your room, you realize you've been had. The rooms were disgusting, and they contained dirt, filth, crumbs, urine, feces, and mold on the walls. In addition, this was supposed to be a smoke-free hotel and hotel room but it reeked of smoke everywhere. My daughter has asthma, which is one of the reasons we had to check out after only one day on a 10-day prepaid stay and the fact that the condition of the hotel room was far from acceptable. I reported all of these things to the general manager and was not offered the chance to have the room cleaned or to have us move to another room. Instead, I was told they don't give refunds. Because the room was so unacceptable we checked out and had to pay for 9 more days at another hotel. I will definitely be making calls to the city of ********** and the health department about this place. I feel it's my duty and no one should be treated like this or forced to stay with their family in these conditions

  Business Response

  Date: 05/30/2023

  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.