We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Intown Suites Hotel (all locations)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

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 a Location

Intown Suites Hotel (all locations) has 82 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 5/30/25 I was called at work by ***** the ** at Intown suites in regards to my room. ***** informed me that my room was unclean and that I would be charged 250$ or I would have to vacate the premise by day's end. He told me to visit the office when I was off work. When I arrived to Intown suites, I had been locked out of my room and unable to get in. I go into the office where ***** proceeds to tell me that if I don't pay the 250$ cleaning fee that I will have to vacate the property within 1 hour. ***** made multiple comments " You're a grown man and you don't know how to clean your room" also, " what kind of grown man doesn't clean his room." When he finally pulled out the contract I signed, I asked him to show where in my contract it states the fee must be paid in less than 24 hours. He was only giving me 1 hour to pay it or have my things out. That's when ***** the ** made comments such as " do you even know how to read" " A grown man who doesn't know how to read". These comments were made in the front office and in front of the camera. I was then shoved out of the front office by the Maintenance man **** and the ** *****. I was shoved so hard that I feel on the ground. The police were called and I was **** that the police could not make me leave as I am considered a resident and that Intown suites would have to legally evict me. With all that said, ***** the ** is mentioned in the majority of the negative reviews online for 8207 e adamo - Intown suites. I have watched ***** bully, disrespect, disregard many many residents over my year and half living at Intown suites. It is completely unacceptable that he is allowed to continue to kick people out for no reason, bully guest into leaving, attempting to make me leave without proper due process and intimidation. His behavior is completely unacceptable, erratic, unlawful. P.S the entire reaction was recorded on audio and visual. Intown suites has the video and audio and will not release it to me.

    • Initial Complaint

      Date:06/02/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 InTown Suites,My name is ****** ******, and Im currently a guest at your Huntsville InTown Suites. For the past 6 months, the beds in our room have been horrible, and we have reported them to the front desk every week during this time. Prior to the corporate representatives involvement, we had tried to get the regional manager to order beds for us the previous month. Unfortunately, he forgot, and we never received the beds we requested.Despite our continuous reports, the front desk has consistently told us, theyll get to it when they get to it and when the beds get in. Two weeks ago, someone from corporate was visiting, and my mother reported our concern to her. She promptly ordered 2 beds specifically for us, stating they would arrive within a week. However, it has now been 2 weeks, and when my mom followed up today, she was told by ** and ***** that the beds werent for us. They claimed, "they choose where to allocate beds, and they chose to put them in 207," despite the corporate auditor ordering them explicitly for our room.This situation is deeply frustrating, especially considering my mothers ****************** due to the inadequate beds. If I need to, I will escalate this matter. Ive endured 6 months without proper sleeping arrangements and had a particularly distressing encounter with ** and ***** at the front desk.Sincerely,****** ******

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      After staying at InTown Suites with no issues I moved on to do other work in other places of *****. When I tried to rent a room in ******** at the InTown Suites I was informed that I had been banned I got in touch with the manager at the address in reference to the InTown Suites I'm complaining about and he told me that I was being banned but there was no reason why I was being banned and a lot of the information on the computer in reference to me staying there had been removed there is no justification for the band I have tried several times to speak with the manager and have not prevailed and he has continuously told me to go rent a room somewhere else did he can't do anything about it I have lost several jobs and a large amount of money because I'm not able to travel and stay at the InTown Suites because it's in my budget.

    • Initial Complaint

      Date:05/24/2025

      Type:Product Issues
      Status:
      Answered
      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 room was infested with roaches. Bed, walls, bathroom, countertops and refrigerator inside and outside.

      Business Response

      Date: 05/27/2025

      Thank you for choosing InTown Suites. Please provide the name on the registered guest folio account so that we may better address your concerns. 

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Staff has harassed me by calling me "Gay Boy", "White Boy", amongst other inappropriate things. The person in question, which is "****" I believe, he's the maintenance gentleman, is the harasser. Every time he sees me he yells things at me, he's always racial or prejudicial because I'm gay and white. I'm afraid to leave my room because out of fear of seeing him. I've complained to management, but the General Manager has been around it before and says nothing and snickers. I just want the harassment to stop, but they act like there's no recourse and that they can do what ever they want. When I ask for their district manager, they refuse with confidence. I'm starting to feel like this is a corporate wide stance or policy that staff can do what ever they want to consumers and they cant do anything back.

      Business Response

      Date: 05/21/2025

      Thank you for choosing Intown Suites. Per further investigation, our staff gave a notice to the guest about improper conduct. The guest complained that the employee was outside near his car, when the employee was removing trash as part of their normal duties. There were no slurs exchanged or mentioned from staff. 

    • Initial Complaint

      Date:05/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have a reservation with the location at ****** Al *****.The room has a ***** infestation but I am unable to leave as the manager wont permit refunds.

      Business Response

      Date: 05/06/2025

      Thank you for choosing InTown Suites. We apologize that you did not have a pleasant experience. At this time, we are processing a refund for your stay. For further inquiry, please reach out to the property manager during operating hours.

      Customer Answer

      Date: 05/13/2025

       
      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,

      ***** *******

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is about a transaction that took place on February 1st, 2025. While preparing myself to move into my new place, I decided to rent a room for a week before I got the keys to my new apartment. I did a lot of research and looking at a lot of reviews before booking a room. I came across in town suites in *********, ************** that was close enough to my place of employment, when arriving at the the hotel, I got a little skeptical because of the pictures from the website did not match anything in person. Before getting the room key the front desk clerk allowed me to go look at the room before getting the keys just to ensure everything was up to part. The first room when opening the door, I was hit with old cigarettes smell and the rooms are supposed to be non-smoking. I went back to the front desk clerk, and informed her and asked where all the rooms going to be smelling and looking like that she said she was unsure. I would have to just go look at the next room, so when going to look at the next room its was the same so I asked for my money back she said it was nonrefundable and there was nothing she can do about it. So I asked is there anything else she can do so I wouldnt have to waste my money and she simply said no. There were roaches and bugs in the room and I asked them could they come spray and they told me to go to ******* and get my own spray. I took it upon myself to dispute it through my bank and they are not trying to do anything about it and its been almost 90 days so now I have turned to the Better Business Bureau to inform everyone about this hotel and do not go waste your money here and then this is a scam because of the pictures and information they sell you online is nothing like in person. I spent almost $700 just to sleep in my car and not get my money back and Im still financially going through a struggle from this situation. This place needs to update photos and also get a better system on how they want to handle business with people.

      Business Response

      Date: 04/25/2025

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

    • Initial Complaint

      Date:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 time before this last I was harassed over a payment 4/26 for two days which were due on the 28th .the front desk later on the 28th told me I owe now n I were paid thru the 30th.they later admitted they made a mistake and charged an extra ************************************************************************************************** another room and I only had a leak that needed a small tightening but called a violation when the front desk doesn't even fix a counter top door that I notified an had notified from the co worker cleaning last week.this morning I fainted in their office after being told I might ***** ******* disabled.

      Business Response

      Date: 04/24/2025

      Thank you for choosing InTown Suites.  Please contact the manager for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m.

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 against who is legally blind and hearing impaired this is my second time staying here I love staying here but this time the lady at the desk she's not the manager I'm assuming came to my door on the third day and call my phone very rudely about my service animal parking whenever someone is walking past my window or standing in front of my door are knocking on the door my dog is designed to bark and she say it's adult not supposed to bark that's what he's supposed to do she's throwing me out of here next Wednesday say she's not going to renew because of disturbance I asked to guess the guest that even though I had a service dog service animals are permitted everywhere the room is cleaned he's not that type of dog he's 6 years old and I explained to her why is the harassment coming towards me like this upon this stay she was very rude upon checking in I was asking for assistance cuz I couldn't see certain things to sign she was snatching things and very very rude.I contacted division of blind services in case managers want to file a heavy complaint of discrimination I just want to continue staying here and be left alone I choose this place because God has blessing with a good job and it's close to my job in Town suites *******************************

      Business Response

      Date: 04/21/2025

      Thank you for choosing InTown Suites. For a service animal to be allowed on property, the animal and his/her owner must maintain the following minimum standards: ? The owner is solely responsible for the behavior, care, feeding and maintenance of the animal. ? Owner must clean up after the animal and properly dispose of any waste material immediately. Such material must not be left in InTown rooms, lawns, walkways or other common areas. ? Service dogs/companion animals must be on a leash, harness or otherwise under the control of the owner when outside the guest room. ? Animals must not be left unattended anywhere on the property. ? The owner of the animal must remove the animal from the room during cleaning and/or maintenance procedures. ? The animal dog cannot disturb other guests. ? The animal must not display any aggressive behavior toward guests or employees, or they will be removed from the property.

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23226534

      I am rejecting this response because: everything was correct with what they're saying but she's harassing me saying it's a disturbance my dog does not bark unless someone is by the door or by the window of my room no one's ever around me I don't know anyone out here on the property so he's never around anyone else but me unless I'm at work he's not showing aggressiveness to anyone or anything like that but she's trying to remove me and won't renew my least for staying there on Thursday and he has not done any of those things he's how strained he doesn't make a mess he's 6 years old and I don't walk him on property I walk him to the nearest dog park which is by the property if I'm going to be put out in the streets with him I'm going to be homeless and this is not a thing I'm looking for I want it someone to contact their property in Town suites ******************************* not our locations it's just dislocation

      Sincerely,

      ******* Craine 

      Business Response

      Date: 04/21/2025

      Thank you for choosing InTown Suites.  To ensure the safety and comfort of all guest and to promote a quiet atmosphere, the following is not allowed and could result in removal from the property and forfeiture of deposit, if applicable: disturbing other guest or potential guest; causing conditions or situations that adversely effect potential guests impression of InTown Suites.

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ive been a guest here for a while now and quite honestly when addressing things with the manager she just laughs it off she has a I dont care attitude Ive tried going to *************** someone above her but I think this hotel doesnt care about how their workers treat customers because she gets away with a lot the not caring about customers but whatever

      Business Response

      Date: 04/28/2025

      Thank you for choosing InTown Suites. Please provide further insight regarding your concerns so that we may better assist you.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.