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

  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:03/28/2023

  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 booked a room at the Intown Suites on the 24th of March and was supposed to move in on the 25th with my roomate. When we arrived at the property, the manager accepted our IDs and took payment for the room in the amount of $366.40 at check in. When we wanted to move out things in, the keycard wasn't working and I went to see the manager about it. I was informed that we couldn't move into the room because my roomate's ID was flagged in their system as a do not rent, which is something that would have come up when we were checking in. We packed up the stuff we had unloaded and was told that we would be refunded the $366.40 that we paid since we didn't stay at the property. The transaction has been completed in my chckig account and I contacted the bank today to inquire about the refund. They said they don't show a refund of the amount coming up in their system and I contacted the Intown Suites to find out what was going on and was given the run around. I sent an email to them asking them to resolve the situation but was told to contact the manager at the property that we were prevnted from moving into, but I haven't had any luck. If they don't issue a refund in 24 hours I'm going to contact my bank and have them reverse the charges, but I wanted to let you know before I did in case you can resolve the situation.This is all the information I have about the motel.Property: Intown Suites ******* West ********************************************************* ************** Guest Folio# ***** Guest Names: Ibhaluoba Imioisili, *********************************** Arrival 3/25/2023 Clerk: TJ

  Business Response

  Date: 03/29/2023

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

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863846
  
  I am rejecting this response because: I'm not trying to reserve a room. I'm trying to get a refund for a reservation that was canceled by the company and not refunded back to me, which is fraudulent.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/30/2023

  Thank you for choosing InTown/UpTown Suites.  Cancellations for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19863846
  
  I am rejecting this response because:Intown Suites already canceled my reservation before I moved in. I'm waiting on them to refund my money because I'm not paying for a room I never stayed in. I've already contacted my bank and they will take care of it.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/26/2023

  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.

  Roaches roaches roaches!!! Air conditioner and heater were so yellow and sticky with residue I had to wear gloves and a mask just to stay there. Once you pay their policy says no refunds. How was I to know there were roaches until after I had paid. And they charged ME much more than the 299 as advertised on the sign out front. I was charged 480. Is it because I pulled ** in a nicer car than most?? Probably.

  Business Response

  Date: 04/03/2023

  Thank you for choosing InTown Suites. Per further communication with the property, the guest checked into room 111, a Premium 1 Queen *********** Her reservation was for that type of room and the rate was given by CRS and is the current rate for that room type.
  
  At no time during her stay did management get notified of ******** issues.  Upon inspection of the room, management saw no activity either.

• Initial Complaint

  Date:03/15/2023

  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 had a room reserved and was told to show up no later than 3 pm to check in. I was there at 2:55 pm I was.left standing outside until 4:05 pm just to be told the room that was for me was never cleaned. They were not willing to put me up for a.night in the other 2 locations. My ride was gone I was stuck finding a ride to another company. When I sent a.complaint all they said was reserved rooms are not a guarantee. If that's the case they shouldn't have taken my credit card number. The employee point blank said my room was never cleaned.

  Business Response

  Date: 03/16/2023

  Thank you for choosing InTown Suites.  Reservations is not a guarantee for specifics, but accommodations.  We attempt to honor specific request but its also depending on availability at the time guest physically register on the property.  Keep checking with the front office staff for availability as it becomes available. We apologize that you did not have a pleasant experience, and we ************ you at another location in the near future. 

  Customer Answer

  Date: 03/16/2023

  I'm sorry but that is a generated computer response. My issue is the hotel never called me did not have a clean room. They had my credit card info already. The woman that finally showed up to the hotel an hour and five minutes even said somebody should have called after I made the reservation. It wasn't like they were full they had my room open it was just never cleaned. The other issue after I made the reservation I was told to not be late I had to be there at 3 to check in I was there at least 5 minutes before 3. The lady did not show up until 5 minutes after 4. My taxi had already left. As soon as she opened the office door the employee told me.she was gonna make me.mad because she knew beforehand my room was never cleaned. They have 3 hotels on the same road in about a 5 mile stretch. But all they care about is the money the other 2 hotels had rooms but they cost more. Saying this was their s**** up they would rather leave me stranded without a ride to another hotel. They could have made it right by giving me another room. Also why is it my fault that a Manger quit without warning that's not the customers problem. They even had an emergency at the hotel while I was waiting for the office to open and nobody was in the office to help. If I personally do not hear from somebody in management I will take my video of my experience and send it to the news channels. 

  Business Response

  Date: 03/23/2023

  Thank you for choosing InTown Suites.  Were sorry that you 1) did not have a pleasant experience and 2) experienced difficulties with checking in to the hotel. We hope you allow us to serve you at another location in the near future. Future reservations, can be made at ************** and UpTown Suites **************.  *****************************************

• Initial Complaint

  Date:03/08/2023

  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.

  Hello, I checked in to the Greenspoint, *******, ** location on March 8th, 2023 around 6:45pm and had nothing but issues from the moment I entered my room. It was extremely outdated, the ceiling had water stains and was poorly patched from leaks. The carpet was absolutely filthy and incredibly unsanitary with giant boot stains covered in chalk. After speaking with the manager the next day, he confirmed renovation workers used my room for their own personal needs before I entered, leaving it incredible dirty. House cleaning was not offered. The rooms next to the room I was in are/were being renovated and since I work at night, I had gotten absolutely zero sleep.. the highway was very loud with absolutely no insulation from the door which was severely warped and leaking a lot of air. There were roaches in the room. The room looked absolutely nothing like the pictures. The lamp next to the bed was missing a light bulb. The toilet had no water. This room smelled like a pile of menthol cigarette ash. It was definitely not non-smoking. The sink had no hot water pressure, literally none.The renovators were banging so hard on the wall the first morning with hammers the ** almost fell off. I asked their supervisor (nicely) to ask them to keep it down and the worker in the room next to me started to become louder.After one night there I checked out. This company has no customer service phone number and makes you speak to the property managers. The property manager here told me that his "hands were tied" and that although he agreed I should be issued a refund, his boss would not allow it. Contacting corporate through email was also not successful. This is blatant breach of contract and false advertisement.I am simply requesting a refund for the remaining 6 days I did not stay out of the 7 days I paid for after InTown failed to provide a liveable environment or any amenities whatsoever as promised, or even the ability to sleep.Photographs and videos have been attached.

  Business Response

  Date: 03/20/2023

  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: 03/20/2023

   
  Complaint: 19559017
  
  I am rejecting this response because:

  I contacted my financial institution and provided all necessary documentation including photos and videos of the room, especially the toilet that had no water, the sink that had no water, and the constant banging from the construction crew on the wall, nearly knocking the ** off. I also provided evidence of my check-out time/date.

  They are currently returning my funds. Shame, I was sort of looking forward to taking this scam of a company to court for Breach of Contract.

  Sincerely,
  
  Chase D

  Business Response

  Date: 03/21/2023

  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: 03/21/2023

   
  Complaint: 19559017
  
  I am rejecting this response because:

  I won't
  
  Sincerely,
  
  Chase D

• Initial Complaint

  Date:03/03/2023

  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 was charged for nothing when I was denied stay at in town suite ***** *****

  Business Response

  Date: 03/09/2023

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

• Initial Complaint

  Date:02/27/2023

  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.

  For starters I've been staying at this in town suites for almost 2 years and never had a problem last night I wake up with my room being flooded no water running no nothing anywheres I was woke up by the pa the parking lot assistant in my room telling me that I left the water on and flooded the room but there is no water running when I lay down to take a nap I paid 2 weeks at a time when I pay for my room as of today I've only stayed one week and they want to keep my second week of money for absolutely no reason at all and on top of that keep my deposit deposit down and take a nap this place is a rip off they find reasons to kick you out and keep your money this is the highway 6 on *************** in ******* ***** the address is **** *************** zip code ***** never go there they have roaches people still stuff out of your rooms the employees still stuff out of your rooms it looks like I'm going to have to contact the lawyer to get my money back I did not flood that room

  Business Response

  Date: 03/01/2023

  Thank you for choosing InTown Suites. This guest was removed from property by police due to leaving the sink on in his room causing it to flood 3 rooms and the office.
  

• Initial Complaint

  Date:02/23/2023

  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.

  We booked this hotel for a week through hotels.com on 2/17/2023 to 2/24/2023. We paid at the desk, just under $500. The room didnt look at all like the pics online and we were harassed for smoking cigarettes in our vehicle the evening of the 17th. We then left a one-star review on ****** maps for the business. The next morning the manager *************************** knocked on our door and insisted we leave because of our ****** review. We told her we wanted a refund for the unused nights. She insisted we call hotels.com, however we paid her, not the website. She then called the police and forced us out. I told the police we didnt do anything and we didnt get a refund. She said its a civil matter and pursue it through the courts. I said if its a civil matter why are you here? She said because its private property. This business is unethical and stealing.

  Business Response

  Date: 02/28/2023

  Thank you for choosing InTown Suites.  All rooms are non-smoking rooms.  There are smoking designated areas throughout the property.  A policy violation would be: smoking in unauthorized areas or disposing of cigarettes or ashes in an unsafe manner. We are apologetic for the concerns you experienced.  We appreciate your correspondence and will work with the property to address said issues. When you booked your lodging choice, if you paid a third-party vendor (Expedia.com, Hotels.com,Priceline.com, etc.) you will need to request a refund from the vendor you paid.  If you paid directly to InTown Suites, please note according to the guest agreement signed at the time of check-in InTown Suites has a no-refund policy.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19452294
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/01/2023

  Per our earlier response: All rooms are non-smoking rooms.  There are smoking designated areas throughout the property.  A policy violation would be: smoking in unauthorized areas or disposing of cigarettes or ashes in an unsafe manner. We are apologetic for the concerns you experienced.  We appreciate your correspondence and will work with the property to address said issues. When you booked your lodging choice, if you paid a third-party vendor (Expedia.com, Hotels.com, Priceline.com, etc.) you will need to request a refund from the vendor you paid.  If you paid directly to InTown Suites, please note according to the guest agreement signed at the time of check-in InTown Suites has a no-refund policy.
  

• Initial Complaint

  Date:02/22/2023

  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 purchased a week stay, from january 21 to January 28th 2023. I get to the hotel to check in an get the key an they acted as if it was a problem to let me see the room first an was very unpleasant an kinda rude. I was given pillow cases an told to put them on my pillows. Get to my room soon as you walked in you could feel the dirtyness an filth, stains an holes everywhere. Microwave was broke, one of the stove burners didnt work, no phone, cigarette ***** ALL over the bed linen, soo many burn marks all over the one night stand an dresser that was suppose to be NON-smoking. Bathroom had pee all on the wall behind the toilet an on the sides, pubic hairs all in the shower an i could go on an on if needed. Tried to brush it all off cause it was getting late an my 2 little kids was in the car i wouldnt let them even come in until i cleaned the room myself thats how disgusting. Finally get it kinda manageable bath my kids an sit my 2 year old down on the bed to eat an immediately ROACHES start charging him for his food! Thats when i had it tried to call the office an could get no one on the phone. So next morning still couldnt get anyone besides the PA that actually stays on site in one of the rooms. i informed her of the roaches an that my son has asthma an roaches can cause a flare up an i asked can i move to a room that dont have them an she said ALL the rooms are infected with them. So i asked for a refund an she said they prob wouldnt give me one but that she would call her boss. Not even 5 min later she came to my room to talk to me an said she was worried about my son an that her boss told her she shouldnt have told me that all the rooms had bugs! Talked to manager **** an he tells me only thing he can do is is upgrade my room at my own expense told him bout my sons asthma an he basically shrugged his shoulders as if he didnt care! After payin for a week to be miserable i couldnt pay for anywhere else to stay so we had to suffer fighting these bugs day an night

  Business Response

  Date: 02/22/2023

  Thank you for choosing InTown Suites. Please reply with the guest folio number for further investigation into this matter. 

  Customer Answer

  Date: 02/22/2023

  Where could i find the folio number? Is their any other way to look it up? Maybe with my name an dates i purchased it...? Thanks

  Business Response

  Date: 02/27/2023

  We are unable to find anyone with the name/dates provided. Please reply with your folio number that can be found on the receipt for further assistance with your concerns. 

  Customer Answer

  Date: 03/05/2023

  Im not sure i have the folio number i purchased the room at the ************** location in ******** ************** from january 21st to january 28th. i got there an paid my money an got ************ around 7. The room was on the 2nd floor and if im not mistaking it was room 231. If its not under ************************* then maybe ********

  Business Response

  Date: 03/09/2023

  Thank you for choosing InTown Suites. Please reply with the registered guest folio number for further assistance with your concerns. 

  Customer Answer

  Date: 03/15/2023

  Ok i was able to find my receipt with the folio number. It is *****. Thanks

  Business Response

  Date: 03/27/2023

  Thank you for choosing InTown Suites. Per further investigation, the guest, Ms. ******, checked into traditional room 231. Upon receiving complaint of pests the ** instructed the ** to clean room 119 for the guest to move into. Room 119 is an upgraded, the guest declined to move rooms however the PA did not know why the guest did not move.
  Ms. ****** was informed by management that the man staying in room needed to be registered. Property Attendant said that Ms. Wilson or the unregistered male guest burned the linens and mattress which was found damaged when they checked out.
  
  After retrieving the folio (#*****), the guest is labeled as "do not rent" with notes on folio reading smoking in room and destroying linens in room. Guest only stayed 1 week.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 18885069
  
  I am rejecting this response because:
  I didnt receive a email where the business responded. In their response they said something about a burned mattress an linen. I have pictures from when i first went in the room and there was burn marks all in the blanket an sheets plus ALL over the dresser an everything in that room. As far as me not moving to a different room,  i didnt because for one the PA told me ALL their rooms had roaches. And it wouldnt be easy packing up two little kids an ************. An for two they told me i could move rooms at MY EXPENSE! If i wouldnt of had to pay more money after things was already beyond inconvenient, then i would of gladly tried to move in hopes maybe the roaches wouldnt be as bad in the upgraded room
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2023

  Thank you for choosing InTown Suites. Per further investigation, the guest, Ms. ******, checked into traditional room 231. Upon receiving complaint of pests the ** instructed the ** to clean room 119 for the guest to move into. Room 119 is an upgraded, the guest declined to move rooms however the PA did not know why the guest did not move.
  Ms. ****** was informed by management that the man staying in room needed to be registered. Property Attendant said that Ms. Wilson or the unregistered male guest burned the linens and mattress which was found damaged when they checked out.
  
  After retrieving the folio (#*****), the guest is labeled as "do not rent" with notes on folio reading smoking in room and destroying linens in room. Guest only stayed 1 week.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 18885069
  
  I am rejecting this response because: for starters "supposedly" this PA cleaned a room an didnt know why i wouldnt move to the other room...? Well if we're talking about the same PA which was a African American woman that lives on site in one of the rooms, cant remember her name right off. Shes the same one that came WALKING down to my room instead of calling me back after she talked to her boss that was some lady, because she said she understood and was worried/concerned about my baby and having asthma! And moving rooms wasnt even offered to me at first, *I ASKED* could i get a refund an this PA said shes just letting me know what i was probably gonna be told. And that was that i couldnt get a refund so its then that i suggested could i atleast move rooms, to one that might not be as infested!! An she said it wouldnt make a difference because ALL the rooms had roaches pretty bad!! But that she'd ask her boss cause she'd hate to see us leave.. Then when she walked down to my room she informs me that her boss had got on to her an said she shouldnt have never told me ALL their rooms had roaches! An if thats the case, then soo shame on that woman who ever she is for trying run/operate a business like that thats INFESTED with bugs that can affect someone health and even mental well being!!! From not even wanting to cook my family a meal cause the room just makes you feel disgusting no matter what you soon as you step in it. Then constantly having to guard and watch my 2 year old child everytime he eats cause soon as the bugs smell food they are coming towards, CHARGING my child for his food!!! Not to mention the anxiety of these bugs could AFFECT my childs asthma and cause it to flare up!!! Had i purchased one night i would of tried to brush it off but i rented this room for a WEEK!! A whole week feeling filthy even after a shower and straight torcher of having to live with these disgusting bugs!!!! Thats sick an beyond ridiculous to do people like that!!... As far as the burn marks on stuff an the linen/mattress, please show me where i burned somethin or any trace of me smoking ANYTHING in that room that wasnt ALREADY there along with the other hundreds of ***** all over the place! Show me ashes or something from smoking, especially with my 2 little kids in the room AND ONE OF THEM HAVING ASTHMA!!!! I could keep going on with issues an how inconvenient EVERYTHING was! Like the pubic hairs in the shower or urine on the wall behind the toilet 

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

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service's- October 2020- February 2023 Amount paid over course of transaction- roughly ****** in u.s dollars Business provisions- provided long term living arrangement for x amount of $.Nature of dispute- was removed from the property my rent was paid up for another amount of time when I was kicked out I was removed because a new manager that I had never seen before came up knocked on my door and told me to get out did not give me a reason I had to come up with what I thought it might be on my own and we had a window broke that we did not break that was in the system to get fixed this person that I'm generally speaking of is new I had never seen them before and they did not know the situation obviously and they knocked on my door with no warning and put me out after being at this place for two and a half years never missing a payment so the biggest issue is the fact I have faced displacement because of this incident it was completely from Left Field did not have a clue why I was getting displaced at the time the person who put me out would not make eye contact with me and would not explain why I was being put out it's not till after that on my own I have had to try to make sense of why it happened that is the only thing I can come up with I have never had an issue until that very point then I feel as though I was wrongfully displaced from basically my home I had lived there very long time and the person in question that I speak of gave me 2 hours to pack up my entire life with no explanation of why this person was putting me out. I'm not too sure what can be done to resolve this matter the damage is already done but I need someone to listen and to make contact because it just can't be right that this was done and no one from The entity itself will talk to me or try to resolve anything. I'm not sure what is going to come of this I just feel like someone needs to look into this and needs to hold these people accountable for the this nightmare I've endured.

  Business Response

  Date: 02/22/2023

  Thank you for choosing InTown Suites. Per further correspondence with upper management: " The guest and partner were removed because the partner approached management in an aggressive manner.  The partner staying with the guess then positioned themselves in management's personal space shouting expletives and then turned around and started to break the window (which was already cracked). According to the Guest Registration Agreement thoroughly; a guest can be removed for (Harassment, threats, or disturbing conduct by Guest/additional Guests  toward other guest or employees). You can also be removed for (disturbing other guests or potential guests) .

• Initial Complaint

  Date:01/30/2023

  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 pictures on the website dont match the rooms at all, the sink and toilet dont work, there isnt anyone in the office during business hours, half the time they dont answer the phone and we havent been able to get ahold of them to resolve the issue. The room number is 232, weve been staying here 3 weeks and have had many issues including the ones listed above, as well as the keycard stopping working for no reason, and they dont stay in the managers office so theres no way to contact them. Weve had to clean sewage from the floor because the toilet does not work. We paid for a working facility. Weve paid more than 3k to stay here for 3 weeks. Wed like a refund or for someone to do something about this.

  Business Response

  Date: 02/02/2023

  Thank you for choosing InTown Suites.  Please contact the front desk for further specific on-sight need, including maintenance requests. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. We apologize for the financial inconvenience concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.  For further FAQ please utilize the following link: *****************************************