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

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  InTown Suites

  90 Oxmoor Rd Birmingham, AL 35209-5970

• 

  InTown Suites

  1650 Veterans Memorial Pkwy Tuscaloosa, AL 35404-4706

• 

  InTown Suites

  5498 Inn Rd Mobile, AL 36619-1953

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:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Intown Suites ************************ Location erroneously charged my debit card additional fees in the amount of $331 without my knowledge or approval. The money was not owed to them and they are refusing to assist me in correcting their mistake. On 9/27, I authorized a charge for $391.99 to cover our fees for the billing week which ended on 10/03/2022. We checked out and received a full refund for our premium room deposit on 10/03/2022. Upon checking out it was brought to my attention that my debit card had been used without my knowledge or approval to cover charges for a partial weeks payment in the amount of $331.24. I did not authorize this and was not aware of it until that date. I have made several attempts to resolve this with the company with no avail. *** even traveled from ******* back to ******* to speak with someone in person. The company is not returning my phone calls or responding to me to assist in correcting their mistake. I have attached copies of my credit card statement to show record of the payment of $391.99. I have included a copy of my bank statement to show a record of the unauthorized transaction. I have also included documentation to show our checkout date of 10/03/2022. My husbands name is the primary name listed on the Intown Suites account which you will see on the provided documentation. Thank you in advance for any assistance you can provide me with resolving this matter.

  Business Response

  Date: 01/25/2023

  Thank you for giving our organization the opportunity to respond to this guest concern. Please respond to upper management's request for further information and insight regarding your concerns for further assistance. 

• Initial Complaint

  Date:01/19/2023

  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.

  On the date of January 17th, 2023, ***************************** was supposed to do housekeeping and a safety check. Because of my agoraphobia acting up this week, I made sure that I wouldnt be in the room during this time as I am socially drained. I cleaned the carpet by hand as I have to everyday or be at risk of homelessness according to ****** (shes never showed me these policies that I requested To see).We have been staying here since before Halloween of 2022. ****** nor the housekeeper came by to clean the room on the 17th and Im just relaxing in my own privacy to be bombarded that nobody came the day before and nobody called me to let me know this had changed. I thought they had already came. So on January 18th, 2023 I leave a note for ****** before I left to avoid interactions with her (see first picture),I get home later that night to the management bringing me a notice that I violated a policy for harassing the housekeeper. This is the same housekeeper that witnessed me crying on the phone after ****** snapped at me. Shes throwing her own employee under the bus to retaliate against me. If this does not get resolved and she isnt fired or reprimanded, I will be reporting her and Intown Suites to the ********************* of the ********** of ********** fully disabled mother of a 4 year old who just started school. This is clear retaliation from ******.

  Business Response

  Date: 01/20/2023

  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. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18838068
  
  I am rejecting this response because:
  
  I only stayed in the room when ******** told me I could stay in the room instead of move my **** my daughter and myself to sit outside on the curb. ******** was always very kind and I was always kind to her.

  ****** is using ******** as an excuse to kick us out. 
  

  Also, the cleaning day in which she came this week, I wasnt in the room at all as I was at my Mothers house.

  The Violation she gave is a false statement.

  She has 3 years worth of complaints against her for discrimination and harassment on multiple different review sites. 
  

  I have reported her to the ********************* of the ********** of ******* for Discrimination against disabled persons. They take this much more seriously than you did before with my previous attempts to reach resolution.

  They have already begun their investigation into ***************************** and if it was as easy as it was for me to find a repeated history of her mistreatment of disabled persons, I cant imagine what they will find.

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

  Business Response

  Date: 01/23/2023

  Thank you for giving our organization the opportunity to respond to this guest's concern. ********** told her that housekeeping would be there today. When housekeeping came to room to clean she was harassed. Housekeeper ******** ***** came to the office and told management that she was very uncomfortable around her as she was shoving paperwork in front of her face and talking loudly and rudely about ****** ****** ****************** ********** then made the decision to Non Renew the room and was waiting for Primary guest to get home from work to hand them the notice. This was never retaliation of any kind. It was simply ********************** harassing the Housekeeper that will not be tolerated.
  
  
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18838068
  
  I am rejecting this response because:
  
  *****************. I never shoved any paperwork in Veronicas face, I never even invaded her personal space when in the room. ****** made a false statement and she knows shes lying which is why this is CLEAR RETALIATION. I never harassed ********, ******** was very kind and the only reason that she would have felt uncomfortable with anything I said, that I would report ****** for Discrimination against disabled persons to the ************************* and stated she was my witness. Which was stated to ******** on the date that the incident happened with ****** causing me a panic attack (Before Christmas 2022) ******** said to me, that ****** shouldnt have spoken to you like that, that was wrong and before leaving said to me I hope you feel better sweetie

  The only reason ******** would be uncomfortable is if shes is an illegal immigrant and is getting paid under the counter. 
  

  I dont believe thats the case.

  I believe ****** is using ******** and a false statement to retaliate against me. 
  

  I have reported ***************************** to the ********************* of the ********** of ******** they have already begun investigating her.

  Believing Bobbies lies are only gonna cause your company more problems in the long run. 
  

  I own my own company and I went to law school so if you think I dont know what laws she broke and what actions I can take if you wont resolve this through BBB, I know the next actions I can take.

  I already planned to leave InTown due to Bobbies Harassment which is why I left 2 days before we were denied removal. 
  

  Im not leaving this review to get to stay somewhere where a menace like ****** is around. I almost called the police on her for harassment a few times but bit my tongue while we found somewhere else to go to get away from her.

  Im leaving this review to give you a final chance to take action on this employee who consistently harasses her customers and especially disabled persons. 
  

  She needs to be stopped. She cant keep getting away with this type of discrimination. 
  If you wont resolve it then the ********** of ******* will. 
  

  Just wait for your subpoena.

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

• Initial Complaint

  Date:01/18/2023

  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 want a full refund due to the horrible stay I had at the highway 6 north location. It was so bad I left after 1 day. I've submitted the customer service form 4x with no response. I spoke to the ** ******** and showed her the issues but she told me she wouldnt refund me. Room 341 has a ***** infestation. I have pictures of roaches crawling on my body, in my food, on my clothes and luggage, and there are more hiding under the sink and behind furniture. The weather strip had large gaps in it which allowed huge insects such as moths to come into the room. I had to place towels in between to keep them from entering. The major issue though was that the wifi wasnt working. I asked before I booked was the wifi stable and the manager assured me it was. As I work from home wifi is critical. I had to leave work early because, after hours on the phone with IT, the issue was never fixed so I couldn't work. IT told me the manager can call in and see how many times I've had to call them for the same issue. The manager, desk attendant, and maintence told me that wasnt their problem. I was lied to about the pricing. I was told it was $277 for the weekly rate but the manager charged me a higher category of room that I didnt ask for and had no knowledge of. She can review the cameras and show that I asked before I paid that it was going to be the $277 rate and where she kept telling me yes. She refused to let me speak to a higher manager and there is no corporate number. She was extremely rude and dismissive of my complaints. Even though she could see with her own eyes all of the dead roaches I managed to kill on the floor. In fact she stated due to the issues I was having- that she could clearly see herself-she couldnt even rebook the room, it had to be put out of service. So a room that has so many problems- that shouldnt have been booked in the first place- she would not refund me. If I dont receive a full refund, I will be pursing legal action.

  Business Response

  Date: 01/19/2023

  Thank you for giving our organization the opportunity to respond to this guest concern. Per further communication with upper management, this guest was shown an upgraded room. She did come back to book the premium room. As for a price of the rooms, the guest was shown the company flyer when she started to tell management how much she had paid at the other location where she had been a guest before.  
  
  
  On Monday 01/16/23, Management goes to her room to do a welcome visit. The guest was stating her concerns about the **** and the ***** on the floor. She also stated that she had sent emails about the issue.  The guest agreed but never came down to get the new key. Management tried calling her room to ask when she was coming down but got no answer.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18830159
  
  I am rejecting this response because: The first room I viewed smelled like a chain smoker lived there and was not updated. When I went back I asked for another room OF THE SAME PRICE. At no point in time did the manager tell me she was charging me for an upgraded room. All she did was hand me a key to view the room. You did not review the cameras.  If you had you can watch as I ask her repeatedly if this was the $277 price. You can watch her agree that was in fact the price she was charging me. It was only when I called her back when the office opened monday, did she inform me it was a higher room. I never mentioned staying at insuites before until I complained about the problems I was having in my room. The room she wanting to change me to was not the basic room I asked for and not in the price point I wanted to pay. And when I tested the wifi from outside that door, the wifi still wasnt working. I work remotely and need wifi. From the two rooms I seen so far, which was a huge disapointment, I wanted my money back. She came to the room monday, no call whatsoever. I had to call her hours later to see if she checked with corporate about my refund. She said she hadnt heard from corporate yet. I NEVER received a call from her or any response to the countless emails I sent. You can check her emails and phone records to my room. I filled out the customer feedback form and was supposed to receive a call within 72 hours. I received no calls. I am in fact at another intown suites nos, where I am having no issues. I left monday afternoon because I refused to stay in a dirty, ***** infested hotel. The room i'm in here smells like fresh air, no roaches, and the wifi works great. I just want my money back or I will be seeking legal counsel.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/20/2023

  Thank you for giving our organization the opportunity to respond to this guest concern. As stated earlier, per further communication with upper management, this guest was shown an upgraded room. She did come back to book the premium room. As for a price of the rooms, the guest was shown the company flyer when she started to tell management how much she had paid at the other location where she had been a guest before.  
  
  
  On Monday 01/16/23, Management goes to her room to do a welcome visit. The guest was stating her concerns about the **** and the ***** on the floor. She also stated that she had sent emails about the issue.  The guest agreed but never came down to get the new key. Management tried calling her room to ask when she was coming down but got no answer.

  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: 01/20/2023

   
  Complaint: 18830159
  
  I am rejecting this response because: The manager never told me I was paying for an upgraded room. She showed me the flyer and pointed to the $277 price. She only came to the room ti check on the complaints. I NEVER agreed to switch  rooms. I told her then I do not want another room I wanted a refund. I told her the wifi is not working so I cant stay here as I can't do my work. Theres no point. There were no other calls to my room. I will be sueing you in small claims court. And I'll dispute this with my card company. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/12/2023

  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 traveled from ********* to start a new job in **********. I reserved a room at the above location for 3 wks, from 1/06/2023 to 1/28/2023. I paid $926.55 in advance.The room and pics online advertised a nice, clean, safe extended stay room when it fact it was a rundown haven for drug dealers and prostitutes. Being from out of state I had no way of knowing this and trusted what they presented online. The carpet was dirty carpet, sunken mattress, wasps in room, no running water in the room for 2 of the 4 days I was there and all kinds of degenerates hanging out in the parking lot. The 4th morning I was awakened by the manager beating on the door and then yelling at me with the ludicrous accusation of running prostitutes out of my room. Absolutely insane! After 15 minutes of arguing I finally made him understand that he was mistaken but apparently this is commonplace at this hotel. Needless to say this was the last straw and I checked out on 1/10/2023. Upon checkout the manager refused to refund any of my money. I paid for 28 days and stayed 4 miserable days there. I've contacted their corporate people who also refuse to refund any of my money. So they basically just stole almost $1000 from me. Surely this can't be legal. Can you help me get my money back please?

  Customer Answer

  Date: 01/16/2023

  They robbed me of 800$ and accused me of pumping. This really is ridiculous what a pow quality establishment this is to just steal from people and let people sell drugs and *** traffic out of the hotel. Then when I pay 3 weeks in advance I look suspect for criminal activity? The manager beating on the door in the morning with wild accusations and apologies when he was wrong. I paid 3 weeks and had to check out after 4 days due to an emergency, being accused of pumping was coincidental and wild. But no refund for the 2 and a half weeks I didnt stay there? 800$? Then no corporate customer support whatsoever just no refunds in tiny fine print which was NOT mentioned when I booked the room. This is a ridiculous business and immoral illegal practice.

  Business Response

  Date: 01/19/2023

  Thank you for choosing InTown Suites.  The concerns that you are experiencing are out of our control.  Once the governing agency for that specific utility provides full working services, we will be notified.  We apologize for the inconvenience that everyone is experiencing. 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: 01/19/2023

   
  Complaint: 18725726
  
  I am rejecting this response because:
  You cannot rob people and get away with it. Saying you dont have a customer service **** doesnt alleviate you from customer service. This is illegal and crooked. You cant steal 1000$ from someone, accuse them of pimping, and just get away with it. 
  Sincerely,
  
  ***************

  Business Response

  Date: 01/20/2023

  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: 01/20/2023

   
  Complaint: 18725726
  
  I am rejecting this response because:
  
  Sincerely,**** this company and the BBB too for not making this right. The business is a cover for a child *** trafficking haven anyway. 
  
  ***************

• Initial Complaint

  Date:01/11/2023

  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.

  Checked into InTown suites ********************************************************************************* on 12/23/22 and I had paid for two weeks.Then once the two weeks was up I went down to the office to pay for another two weeks which is until 01/20/23 I checked out of the hotel today this morning 1/11/23 it's a week and a couple days early the lady at the desk had told me that I do not get any refunds or no money back for checking out early because there's a no refund policy and she told me I have paperwork that stated that and I told her I did not receive any paperwork stating if I checked out early I would not get any refund. Then after that she stated oh well it's in our portfolio or profile I was like well I haven't received no paper that said that. I had also put a deposit down for the room and also I paid taxes I was in room 257 I would like to resolve this issue with the least most of my money back that's a lot of money it's over $400

  Business Response

  Date: 01/12/2023

  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: 01/12/2023

   
  Complaint: 18724009
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/16/2023

  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: 01/16/2023

   
  Complaint: 18724009
  
  I am rejecting this response because:
  I did not receive a written copy of anything stating if I checked out early of the hotel that I will not be able to receive a refund.And it was not verbally stated as well.... If I can receive not all but half of the Monies it would be appreciated 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2023

  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.

  Without any explanation me and my wife were put on a *** list I would like to know why and what we could have did wrong it seemed that the manager was very nice on my departure return my deposit and told us to come back I returned the following month he gave me a key to the room told me to go up and make sure it was okay if I liked it when I came back down to tell him I did he informed me that I was put on the *** list I asked why he said he had no idea and asked me if I had done anything at any other the properties I said I hadn't been last time I rented I was here I try to get a hold of management or anybody that could help me and still have no clue of why that could have happened my wife thinks it's because she was handicapped and was too much trouble her name is ***** any response would be very helpful thank you she has taken spells over this

  Business Response

  Date: 01/16/2023

  Thank you for giving our organization the opportunity to respond to this concern. DNR placement is due to a violation of the rules signed at check-in stated in the guest agreement. DNR placement is irreversible. 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18720571
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/02/2023

  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.

  I rented a weekly room starting Saturday 12/31/22 in the afternoon. That night when finally decided to get to sleep, noticed terrible condition of mattress. It eas sunken i middle snd I saw it was flithly when trying to find out why it was so bumpy. The office didnt open again until Monday Jan 2, 2023.So on Monday when opened I went to office to request room change due to condition of bed and the excessive noise from room above me. The manager (****) refused to switch rooms even with me offering to pay extra for different room. He also refused to give me contact 8nfo for corporate. Also while removing my items from room , noticed A/C had stopped working as well. I paid ~$300 for room I cant sleep in that's supposed to be non smoking that smells like smoke.

  Business Response

  Date: 01/04/2023

  Thank you for giving our organization the opportunity to respond to this guest concern. Per further communication with upper management, Ms. ************;checked in on the 31 DEC 2022, prior to check in and filling paper work out management allowed her go check the room before payment. The guest stated it was fine. Management then proceeded to check her in and instruct on property rules and if maintenance concerns occurred during her stay please call the Maintenance Tech if there is a problem. We did not open till the 02 JAN 2023 for business. She came down right as the office opened. She told management of her issues and she was informed that there were no immediate units available. She then cussed at management and said she wanted the supervisors phone number to call her. We do not give  out personal cell phone number of employees but would be glad to speak to her once she was available. Later that day my house keepers finished a room that was going to move her to. She had left the property already. Management called the ******* operations manager and told her that the guest had left. She refunded the full stay. The manager reached out to Ms. ************;and told her sorry for the issues and refunded her card. She called the manager a cracker and hung up the phone. No issues where found in the room.
  
  

• Initial Complaint

  Date:01/01/2023

  Type:Customer Service 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 family and I just moved from ********** and our welcome to ******* is staying in a cockroach infested place with no water. My baby was awakened by 7 cockroaches crawling on him. The conditions are unhealthy and hazardous. I have called the staff and was moved to another room which was even worse than the previous room. When I contacted corporate, their response was to fill out an online customer service form for the staff which has a response time of 3 days.

  Business Response

  Date: 01/12/2023

  Thank you for choosing Intown Suites. Per further investigation, This guest was in room 332. The room was triple checked no ***** activity noted. The room was inspected yesterday after the guest was removed. No ***** activity noted.
  The room was cleaned this morning no ***** activity.
  The guest was removed because there  was a minor child (***** years old) alone in the room.
  Management was responding to a call from Ms. McDonald about the toilet in the room when the manager found the minor by himself.
  

• Initial Complaint

  Date:12/28/2022

  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 own a business and had an employee stay at the North *********************** location back in Sept 2022. Conf 3JMAATY5T *******************************. After her stay, the location continued to charge my credit card. Below are the charges:12/27 $451.99 12/21 $451.99 11/8 $381.99 11/1 $351.99 10/25 $351.99 10/18 $44.07 10/11 $411.83 total $2445.85 I have sent emails to the ** and called the location on many occasions. He is not taking my calls or responding to any emails. I have sent in a complaint to the **************** and all they do is forward to the location. I am asking that the company stop charging my credit card and refund the $2445.85 owed to me.

  Business Response

  Date: 12/29/2022

  Thank you for giving us the opportunity to rectify your concerns. Please reply with the registered guest name on the account. We are unable to find a ******************************* in our system. 

  Customer Answer

  Date: 12/29/2022

  The guest name was *******************************. Her confirmation number was 3JMAATY5T. Her stay was from 9/14/22-10/12/22. The credit card given was under the name of ***************************. thank you

  Business Response

  Date: 01/06/2023

  Thank you for giving our organization the opportunity to respond to this guest's concerns. Per further correspondence with upper management, The week after ******************************* left she began saying that the lady stayed here and should have used her own card. Yet she called every week to state that the card should be used. *********'s stay at another location was paid for by the same company.
  

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18650025
  
  I am rejecting this response because:

  ********* never called the hotel to have the charges put on her card. The credit card charged wasn't hers to begin with! Why would I call to have additional charges placed on my credit card when she did not stay there past the original time booked? If she did stay there, I would like to see the receipts. I have attached all email communication with the *****************. More than half the time, he never responded. I want my credit card refunded. This is ridiculous. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/19/2023

  Thank you for giving our organization the opportunity to respond to this guest's concerns. As stated earlier, after correspondence with upper management, The week after ******************************* left she began saying that the lady stayed here and should have used her own card. Yet she called every week to state that the card should be used. *********'s stay at another location was paid for by the same company.
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18650025
  
  I am rejecting this response because:

  I do not understand your response. The week after ********* left, my credit card was charged again, and the week after that it was charged again and the week after that. I was the one calling asking for a refund, not *********. Why would she call and ask for my credit card to be charged 6 times? On my last email, I attached every email communication with the *** You can clearly see that I was the one communicating not ********* and that I was asking for a refund, not to have my card charged. In Town Suites on N ***** owes me $2500. This complaint is only about the location on N *****. 

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

  Business Response

  Date: 01/24/2023

  Thank you for giving our organization the opportunity to respond to this guest's concerns. Upper management states that all charges made have been authorized. Authorization was given and the payment processed. 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:12/15/2022

  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.

  While staying at this location, it was discovered that this location was infested with roaches and bed bugs. It was also discovered that this location doesnt practice proper cleaning and sanitation methods.

  Business Response

  Date: 12/16/2022

  Good Afternoon, we our sincerest apologies that you did not have a pleasant experience. Please respond with the registered guest name, as the name ****************** is not in our system. 

  Customer Answer

  Date: 12/16/2022

  The room was registered under the name ********************** 

  Business Response

  Date: 12/23/2022

  Thank you for giving our organization the opportunity to respond to this guest's concerns. Per further communication with upper management, none of the rooms at the location have bed bugs. Orkin treats our rooms weekly and this guest has not brought any issues with roaches in her room to our attention. If so, we would have had ***** come make a trip out to treat her room or would have moved the guest to a more suitable room. This guest was unsatisfied and was given a full refund. We also take pride in our triple check process for cleanliness and go the extra mile when it comes to proper cleaning and sanitation. Furthermore, we allow all guest to view and inspect their room before we check them in so that we know that they are 100% satisfied with their accommodations.
  
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18577636
  
  I am rejecting this response because: I have photos and an email that the staff on duty that day sent to management about the complaint of the room. Also, I have not received a refund as of yet. I have attached 5 photos, and I have more if you would like me to send them. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/29/2022

  Thank you for giving our organization the opportunity to respond to this guest's concerns. Per the signed guest agreement, InTown Suites does not give refunds. Additionally, you are not listed in the system to be permitted a refund. For further clarification please contact the front desk during operating hours. 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18577636
  
  I am rejecting this response because:

  A full refund was issued to my mother, who was the person whom the room was listed under. Clearly this business knows that those rooms are not up to standards. Those rooms are not suitable for anyone who is paying to stay there. The no refund policy needs to be reevaluated, because the condition of those rooms are unacceptable. There needs to be an investigation into the business practices of inn town suites. The business claim that the rooms do not have a pest infestation, and this business also claims that they were no complaints filed on the room. Had I not provided proof of this incident, I would have been screwed out of my money for a pest infested room that we left after the first night. The only reason we stayed one night is because the front desk refused to give a refund after we saw the condition of the room. Im not sure how many other customers have been railroaded by this shady business practice, but I want to do my part to make sure that it doesnt happen to anyone else. 

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