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

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

• 

  InTown Suites

  PO Box 362085 Birmingham, AL 35236-2085

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:05/18/2023

  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 was Harassed by the Manager ****** several times about Intown and I quote " Not charging me enough" after paying and signing a receipt.He woke me up 3 different occasions and left an obsessive voicemail which I still have. He told me I needed to pay more money and even called the police in wich everything is documented. That was the only place I could afford to stay and commute to my job. ****** even called the police to try to check me out in wich the ******* ***************** said they could not kick me out by ***. I submitted my issue with The InTown corporate office and they did not back me up and sided with there Manager ****** even when the Law said they were wrong this has caused me tremendous amount of stress and I have yet to find another job I was there for approximately 6 weeks and never missed a payment it's a lot more I could complain on and expose about the establishment but that's not my biggest issue that was a mijustice on InTown suite behalf these things took place April 28th and April 29th the price I paid was honored by another manager I won't name period. I was Harassed by ****** and he told me that Corporate told him to ask me to pay more money and he couldn't close out his system until I did. So not only The manager is to blame (******) but corporate is the initiator of this.

• Initial Complaint

  Date:05/16/2023

  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.

  May 13, 2023 one of the staff members(*****) let a stranger into my room at InTown Suites, Research Boulevard while I was sleeping but luckily I had the top lock secured. When I asked the staff member(*****) at the desk who did it, she and the rest of the staff all denied doing it. I asked ***** if she could please look at the camera footage for me and she said that she needed a code from her manager, ******, and that he wouldnt give it to her because he was with his family and didnt want to talk to me until Monday. WHAT?! Monday was two days away and I was fearful for my life and I just didnt understand why everyone seemed to not care. Even a police officer stated that it was important because someone could even potentially get raped so with that you would think a hotel or hotel staff would want to swiftly get to the bottom of this so that there are no other potential unlawful and unauthorized entries. May 15, 2023 came and I was finally able to get a police officer, me, & the manager, ******, together at the same time and come to find out, ***** LIED TO ME and the whole thing was just a cover up because she and the manager, ******, knew the whole time that she was the one that let a stranger into my room while I was sleeping!! What if they were able to get in or what if I wasnt there?! These staff members didnt have enough decency, respect, maturity, or professionalism to let me know what actually happened, or apologize, or even attempt to compensate me somehow for their mistake so that we could all move forward in peace but instead they left me with nothing but more lies, excuses, anxiety, frustration, anger, stress, fear, and depression! ***** and her conspiring, manager, ******, should both be fired IMMEDIATELY because if this is the best type of customer service one can expect from these two then I would hate to receive anything remotely less! I AM FURIOUS! This incident affected my job performance, going to work, sleep, & my motivation to leave my room!

  Business Response

  Date: 05/17/2023

  Thank you for choosing InTown Suites.  Per your guest service agreement, Housekeeping: each guest room receives free weekly or daily housekeeping, depending on length of stay.  ************ is required and not optional.  For the safety of our personnel, you must vacate the room during cleaning or maintenance. 

• Initial Complaint

  Date:05/12/2023

  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.

  5/5/2023 I went to office to renew my stay at the intown suites midtown *******. 5 times the general manager refused to run my card correctly so like he said I went next door to the liquor store to get money from the **** When I came back he refused to let me renew my room claiming I slammed the door when I left. A line of people waiting to get in will tell you I didn't even shut the door because as I walked out the next person walked in. If you look at the review multiple guest have left reviews about having problems with the same general manager and because I had been warned by his coworker I took video of my room and how I left it .I do not smoke so that can not be lied about. I have not gotten my deposit back and each time I reach out to intown suites u am left to deal with the same general manager . I would like my deposit back immediately

  Business Response

  Date: 05/16/2023

  Thank you for giving our organization that opportunity to respond to this concern. This guest came down to renew his stay and each time he swiped or inserted his card it decline. He started getting upset saying that he has the funds and was claiming that management was doing something to the machine to make his card decline. He then stormed out of the front office with a few obscenities and slamming the door behind him. When he came back management told him that he needed to check out. Additionally, due to the condition of his room, his deposit has been forfeited. 
  
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20052181
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/18/2023

  Thank you for giving our organization that opportunity to respond to this concern. This guest came down to renew his stay and each time he swiped or inserted his card it decline. He started getting upset saying that he has the funds and was claiming that management was doing something to the machine to make his card decline. He then stormed out of the front office with a few obscenities and slamming the door behind him. When he came back management told him that he needed to check out. Additionally, due to the condition of his room, his deposit has been forfeited. 

• Initial Complaint

  Date:05/08/2023

  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.

  5/3/23 was the transaction date i made a direct express card transaction that was declined yet they took the money anyways an now my gf an i are stuck on the lawn in the next few days unless they release the money back so we can then in turn pay them i dont understand how god **** difficult this is when its simple you took the money its on file with the card an their bank as i doubt the ** treasury would lie to me about federal cash being tossed around here either it be put back or credited to my room that is all i wish! ******************************************************************************** thats where im staying room 110 ...i want this resolved so we can stay here without worrys simplest task to be done!

  Business Response

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/01/2023

  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.

  Arrived at hotel 4/12/23 & left on 4/14/23. Was charged full week after kicked out by ******** (GM). Upon arrival, intown made a copy of ******* animal's paperwork, altho they shouldn't ask.I Left ******* animal with my mother (2nd handler) to assist with mobility issues and nightmares while away. Dog assists me at night with PTSD nightmares, panic,ect. Upon arrival room reaked and infested with roaches. Called front desk with no answer on 4/13. My mother walked down to housekeeping with dog 2 borrow cleaner 2 clean it. Assoc. ordered my mother not to move- She was obviously afraid because of k9's size. He was on leash and in control. *** returned cleaning agent, went back to 135, and later sipped the chemical by mistake since chemical was in a water bottle. She contact poison control & asked ** to see bottle as per poison control, but keepr would not allow it. Dog remained locked in room 5 sec. on stay command as per training and disrupted no 1 - no prob *** knocked on door claimed dog bark sounded aggressive @ door demanded we leave hotel. Dog was in control at all times AND on sit command while talking w/ Manager ******** who Claimed animal was not a ******* animal. Accused dog of getting out, and accused ** for the smell in the room to cover her tracks. I returned, spoke to ********. I disagreed, informed her of ** law, and was **** as she was rude to mom. She called police and talked to me like a dog for NO reason; Power struck. Offered to remove dog from premises, but she ordered ** to leave, but ALLOWED neighbors to STAY as long as their dogs were removed. They were NOT ppl of color; but we are. We were charged for days we didn't stay ($400). Have not received response from In Town- refund promised. *** stereotyped ** dispite claims to have mixed kids. This does not make her unbiased or non racist as per my experience. *** also made biased assumptions about my race! I filed report; cop said *** is biased and unprofessional.

  Business Response

  Date: 05/09/2023

  Thank you for giving our organization the opportunity to clarify this circumstance. Per further communication with management, the guest from room 135 had entered the housekeeping room with a Pitbull. Manager asked guest if the pet was a service animal, & if it was what task has the dog been trained to perform? The guest responded with "I will have my daughter come pick her dog up!" About 30 minutes later the guest's daughter came to the office threatening to **** screaming & calling the manager a racist When asked to leave out of the office, she refused. The police came and asked them to vacate the premises & no refunds were made due to them breaking Intown Suites Pet Policy.

• Initial Complaint

  Date:04/24/2023

  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 hotel I have been paying for is invading my privacy by doing random searches in my room I pay entirely too much money to this hotel for them to fine me for them popping up I have complained to the front office about them coming during my work hours and they are still denying my privacy they are not even registered through the BBB and I think they are doing this just to evict families I have advised them to check their cameras

  Business Response

  Date: 04/24/2023

  Thank you for choosing InTown Suites.  Per your guest service agreement, Housekeeping: each guest room receives free weekly or daily housekeeping, depending on length of stay.  ************ is required and not optional.  For the safety of our personnel, you must vacate the room during cleaning or maintenance. 

• Initial Complaint

  Date:04/17/2023

  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.

  I would like a full refund from this establishment. Not only was this establishment falsely advertised but it is completely harboring illegal activities, fugitives and child neglect. This hotel rarely ever has staff at the front desk and when they are there all they do is harass paying customers. My first experience was asking for a key that worked for my room and I was yelled and told that it had already been given and I didnt pay an extra ten dollars for a second key. I booked the room for two travelers and according to the website I was to receive one key per traveler. My second experience that was about 45 min later was a young man running up and down the hallways screaming and banging on doors threatening violence. When I called the office I of course received no answer, and not to my surprise it was because there is no one staffings place. I cannot tell you how many drug deals were witnessed in the hallways and directly in front of staff. During my very reluctant seven day stay, housekeeping never came to my room and I never could find any staff to help with towels or toilet paper. I purchased every thing on my own. The first night my toilet over ran everywhere and I was told to mop it up and they would alert a mainatence man who never reached out. There are countless underage children running around this property unattended and it is simply a shame. This is the closest hotel to a major hospital and it is in this bad of shape. The proper authorities will be notified.

  Business Response

  Date: 04/18/2023

  Thank you for choosing InTown Suites.  Thank you for bringing this matter to our attention.  We appreciate your correspondence and will work with the property to address said issues. .  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: 04/21/2023

   
  Complaint: 19947797
  
  I am rejecting this response because it is a completely unacceptable response. Staying at this establishment put my life in danger several times. The neglected children shown here is quite honestly a matter for social services that needs to be addressed immediately. The amount of drug activity here, and other felonious activities that this establishment is harboring are completely unacceptable and need to be reported to the proper authorities. I then again demand a refund in full because this is completely unacceptable. There are serious, plumbing issues in the rooms where the toilets overrun with ***** matter, they are bedbugs in numerous rooms that run rampant and roaches scattering the floor. not only was it unpleasant to be around all the illegal activities that go on here but you couldnt even get an employee there during the majority of the day and night. I was reprimanded for requesting a second key that I had already compensated them for for my room, and quite honestly the entire staff was very rude. I do not recommend that anyone stay at this establishment and then again, I do demand a full refund. I will be contacting the local news outlet and any other agencies that need to be informed of the felonious activities at this property. I had to file a police report that I could also approve and send in if that is necessary, because I was fearful for my life. The staff did nothing to ease my fears, and were fairy fairy rude.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/24/2023

  Thank you for choosing InTown suites. Please reply with the registered guest name on the account as well as the folio number for further assistance with your concern.

• Initial Complaint

  Date:04/12/2023

  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.

  Me and my pregnant gf were moved from A premium room that we pay 400 a week for . The first issue from the first room they complained that water was running down from the office from our shower . We asked for a new room right away then had to wait a day or two for that to take place because of no open rooms but couldnt even take a full shower. Now we were moved to a new room with and its ***** infested and I dont have pictures I have videos. Roaches were left behind refrigerator on a big trap . We have personally killed 4 roaches since being here I have everything documented. Customers should not be treated this way . My gf is 31 weeks pregnant . This makes no sense to deal with . Then told we cant get a refund and that the room will be sprayed again in 48 hours . I will be taking legal action if not resolved money wise because this is not right . A ***** infestation is deemed inhabitable I know my rights . ********************************************************************* ** Intown suites . We want our money back or will be taking legal action.

  Business Response

  Date: 04/24/2023

  Thank you for choosing InTown Suites. We apologize that you did not have a pleasant experience. Please reply with the full property address and the guest folio number for further assistance with your specific concern. 

  Customer Answer

  Date: 04/24/2023

   
  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,
  
  **** Hill 

  The address to the establishment is *************************************************************************

• Initial Complaint

  Date:04/11/2023

  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.

  Location of transaction Intown suites ********** ** airport Address ****************************************************************** Date of transaction March 18 - March 25th 2023 Ammount paid - 400 Nature of dispute - upon check in my partner found a infestation of bugs and roaches in the room. We immediately called for the front desk which was closed and was told to call on Monday and speak with the hotel manager. We DID NOT stay in the room as it was in unlivable condition. "I have photos and video". We called the front on that following monday and they said they would issue a refund. I've called multiple times and filled out the online complaint form multiple times and now they won't take our call and are refusing the refund. I'm seeking a full refund of the room as we didn't stay there and that's all.Confirmation number for the room- 38DAY2L3V

  Business Response

  Date: 04/26/2023

  Thank you for choosing InTown Suites.  The safety and comfort of our guests is of utmost importance. If a bed bug issue occurs in a guest room, we must address the matter as quickly as possible to minimize inconvenience to the guest. Once the existence of bed bugs is verified, we will refund the current weeks charges. Unfortunately, bed bugs can be moved from place-to-place easily. To ensure that bugs are not transferred to other locations, the guest is not allowed to remain on the property.  We apologize for the inconvenience this concerns have caused you.

• Initial Complaint

  Date:04/03/2023

  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 checked in to this place after 4p.m. today. Upon arrival, I expressed my concerns with another of their location's infestation of bugs. I was given assurance that there were no issues here. At around 7:30 p.m. while laying down, roaches started to crawl on the bed. When I got up, I noticed them everywhere!! They are on the walls, the floor, in the kitchen area on the counters, the refrigerator and dressers. I called the after hours number and when the property attendant came to the room. He was clearly able to see roaches everywhere!! He called *************************** immediately to confirm that roaches were in fact crawling everywhere!! This room was closed down for infestation problems already. I was told to just "make do" with them for the night, and I could possibly get a refund tomorrow after ***************************** asks his boss ******************* for permission to. I have expensive computer and office equipment here and I am told that there is no other room to accommodate my family which means that we will be outside with our things for four hours until my car comes back to this location, or stay in here and allow these roaches to crawl all over and into my equipment!! I need a FULL REFUND ON THIS HORRIBLE EXPERIENCE AND REPLACEMENT OF ANY EQUIPMENT THAT I SEE ANY ***** CRAWL OUT OF!! What kind of business would suggest their customers to exist with ROACHES? This room is NASTY!! SOMETHING NEEDS TO BE DONE ABOUT THIS! NO ONE SHOULD HAVE TO PAY MONEY AND HAVE ROACHES ON THEM AND THEIR THINGS! THIS IS A HEALTH ISSUE!!!

  Business Response

  Date: 04/04/2023

  Thank you for choosing Intown Suites. We sincerely apologize that you did not have a pleasant experience. Per further correspondence with management, the guest was given full refund. We hope to serve you again in the near future at another location.