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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  PO Box 362085 Birmingham, AL 35236-2085

• 

  InTown Suites

  9211 E Independence Blvd Matthews, NC 28105-4501

• 

  InTown Suites

  9211 E Independence Blvd Matthews, NC 28105-4501

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:10/16/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2022, I moved into the In Town Suites inn located at ********************************************************. My reason for this stay was to escape a mold contamination in my apartment located at **********************************************************************. I stayed at the In Town Suites inn until July 15, 2022. The total cost of my stay was $3743.88. I am filing this complaint in order to receive a total refund for my stay. The reason is because I believe I was continuously exposed to Fusarium mold while occupying unit #*** at this location. On May 27, 2022, I had mycotoxin testing on my body via urine and stool samples. Results are attached to this complaint. These tests revealed urinary concentrations of enniatin B, a mycotoxin associated with Fusarium mold. This is a mold that was not present in any part of the apartment from which I left. Results from the environmental assessment of apartment are also attached. Furthermore, enniatin B is a mycotoxin that has a very short half-life of only about 1.5 hours, which means my exposure was ongoing at the same time in which I gave the samples. That time coincides with my occupancy of the unit #*** at the In Town Suites. This exposure to Fusarium caused repeated skin rashes on my legs (pictures attached) and caused a candida yeast overgrowth in my digestive tract as a result of the potent antibiotic properties of the enniatin B mycotoxin. This overgrowth now requires ongoing prescription treatment with nystatin medication and high-dose probiotics to eliminate the overgrowth. I am also interested in getting reimbursed for the expense of the medication and high-potency probiotics I have purchased in order to address the dysbiosis resulting from my stay at your facility. I am working with ******** compound pharmacy to identify the cost of the nystatin. I will update my complaint when those figures become available. I conclude by noting I submitted an online review of my stay on August 19 and noted these rashes.

• Initial Complaint

  Date:10/15/2022

  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.

  This issue have been going on for the past 6months The amount of money that has been spent has been well over $3,400 dollars this business is supposed be a place of housing and safety which non of that is happening The nature of this complaint is to inform and possibly take to court because I am not the only one complaining. No this company has not tried to solve any of these problems

  Business Response

  Date: 10/17/2022

  Thank you for choosing Intown Suites. Please respond with a full detailed message regarding your specific concern so that we may further assist you. 

  Customer Answer

  Date: 10/18/2022

  I am living in a unsecure/unsanitary extended stay I am paying unreasonable amounts of money for things to not be fixed  or for things not to work the price is on one day and something different the next random fees being added for a *** renovation 

  Business Response

  Date: 10/31/2022

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need for further immediate assistance. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. https://www.intownsuites.com/faq/

  Customer Answer

  Date: 11/07/2022

  I have already let them know they have refused to fix this this has been going on for months we have all the receipts and everything 

• Initial Complaint

  Date:10/14/2022

  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.

  I booked a room at the colerain location. I came from ******* to colerain ave, and when I got there to check in, the lady told me the room wasn't available anymore and that I'd have to pay another $100 to get a premium room. Mind you, I booked this through your website and it was confirmed. The lady was VERY RUDE and told me to walk outside to make a call, and then locked me out of the office. Needless to say I had to come to the fairfield location and get a room, which cost $45 more than colerain FOR THE SAME ROOM. So, I would like my room to either be refunded and applied to my account, or another week of a room paid.

  Business Response

  Date: 10/17/2022

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  https://www.intownsuites.com/faq/

• Initial Complaint

  Date:10/14/2022

  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.

  Hello my name is ******** VanDerrick **** I'm currently a disabled homeless Air Force veteran with two service animals with certified documents from the department of veteran affairs verifying that I would need to have my service animals in my residence due to my medical condition. Check-in date 27 Sept 2022 & today is 14 Oct 2022. At a current rate of $246.88 weekly. I have renewed this rate on three occasions. After moving in I have been repeatedly harassed about the breed of my service animals which one is a Rottweiler & the other is a Mastiff. My animals are not pets & have been professionally trained both by police officers. I do use a muzzle to keep them from eating off the ground & simply for public safety. Since the day I moved in I've been repeatedly harassed by staff saying "We would not have allowed you to move in if we knew the race or breed of your service animals" By knocking on my door randomly at all hours never calling. In addition on the 13th of October a staff member unannounced came to my door to check my safety items which I absolutely have no problem with. However I asked her if I could have 5 minutes to prepare to remove my animals while her & another staff member enter. Her response was "Because you're refusing how about you leave your business is no longer needed here". As I begin to pack my items I asked by what time do I need to leave the response was I will think about ******** never got back to me. In addition the day before the water was not working & until this day the elevator also does not have a light inside for safety. I missed a very important interview because I was not able to take a shower due to the water being off & I was also not able to put my dogs in the restroom to allow her to immediately enter, because the bathroom door was broken before I moved in so the door doesn't close. The harassment has escalated into lying by saying I refused entry because I asked for 5 minutes. I deserve a full refund for my mistreatment.

  Business Response

  Date: 10/31/2022

  Good Afternoon, We apologize that you did not have a pleasant experience. We are investigating your concerns at this time. Please respond with the guest folio number so that we may locate you in our system. 

• Initial Complaint

  Date:09/27/2022

  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.

  The transaction was made on September 20/24/2022. The business is in town suites weeks **** Southpart Southport drive *****. On the 24th of September my family and I were asleep we awoke to the acronym dictionary in the room being on fire and smoke with all over the room. Before checking into the room we looked online at rooms .when we checked into the rooms at the property we learned that the rooms looked nothing like the rooms advertised online. The hotel rooms was very outdated an dangy .the bed had bed bugs on the sheet an the carpet smelled.

  Business Response

  Date: 09/27/2022

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need for further assistance. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. 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: 09/27/2022

   
  Complaint: 18134537
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/28/2022

   Please contact the front desk for that specific on-sight need for further assistance. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. 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: 09/28/2022

   
  Complaint: 18134537
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/27/2022

  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.

  I checked out of the room I was staying in on today 09/26/2022. The manager said that we damaged the wall when clearly you can see that the wall was damaged from water. The sheet rock was still damp and it was turning brown where it should have been white. You can also see mold starting to form on the sheet rock. The manager refused to give me my deposit back. The property has a lot of issues with plumbing and mold as is. I have attached some pics of the wall.

  Business Response

  Date: 09/27/2022

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. https://www.intownsuites.com/faq/. In the chance that management has discovered damages to the room, the deposit will not be refunded. 

• Initial Complaint

  Date:09/23/2022

  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.

  I have never stayed at InTown Suites prior to July 2022. I contacted the property on *********** in July and spoke with a lady at the front desk (I did not get her name). She said she was the manager. I told her my name and that I was trying to book a weekly room but online it kept showing they had availability when they did not. So, I made contact with someone at the front desk to let me know when or if they had a room available as I was wanting to come there to rent. I made contact when she said they had a room available, I was there the next day. I was told on the phone that the price would be $306 and the lady asked me if that was ok? I said yes. When I got there, I was informed that the price would be $328 and some change which was what I paid every week. I asked later about moving to a ************ rate. **** told me to speak with the manager. The manager told me that they don't move people unless some kinda plumbing or major issue. I said I wanted to move to cheaper rate because that was not what I was quoted on the phone. Manager did not agree to do anything about it. I have been dealing with being unemployed and without an income for the past one and a half months. I was also tired of dealing with drunkenness and loudness from other guests. I did not enjoy my stay there. However, I was a good guest but in return did not get the same. I am requesting to be refunded the weeks I was there to be adjusted to $306. I absolutely believe that to fair and the least they could do.

  Business Response

  Date: 09/26/2022

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  https://www.intownsuites.com/faq/.  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: 09/26/2022

   
  Complaint: 18120787
  
  I am rejecting this response because: I understand what I signed. However, if you read my complaint. I am requesting something more be done as a courtesy to me based on what I was told and what I had to tolerate during my stay. If you can't assist me, I would like be in contact with someone that can. I am not satisfied as a customer. I did speak with management there at the time of my stay. They did nothing to assist me. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/27/2022

  Thank you for choosing InTown Suites. InTown Suite's rate's fluctuate on a variable of factors.  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: 09/29/2022

   
  Complaint: 18120787
  
  I am rejecting this response because:

  I understand there's a no refund policy. However, there was also things wrong with the room such as stained carpet, noise disturbances and leaky freezer/frig and spills on the walls. Housekeeping does not do a good job in thoroughly cleaning the rooms. Can you offer any adjustment due to this?  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/16/2022

  Type:Order 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 General Manager ****** created his own policy not to hand out mail after 4pm as if he is the only one that works and the office are are until 7pm This property is the Intown Suites Midtown ** *************************************************************

  Business Response

  Date: 09/23/2022

  Thank you for choosing InTown Suites. The property will be releasing a designated time guests can retrieve their mail to avoid any further miscommunications. 

• Initial Complaint

  Date:09/10/2022

  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.

  On 09/10/2022 around ****, **** noon an unknown individual was forcefully trying to enter my room (119) while my 8 year old was there. After the action of constantly twisting the outside door k*** stopped. I immediately went to the front office and spoke with the so call general manager *************************. ************** started off being unpolite about my concern. I expressed to her that I will be calling the county police to file a case. She replied, " you have the right to do as you please." I asked her would she review Intown Suites surveillance cameras for the building to see who was trying desperately to enter the room. ************** then checked my security access card, which was and is fine. She explained that no housekeepers nor assigned property attendant should be entering my room. That housekeeping is done on Mondays. She also claimed that she will check it out. But I don't believe her action of that will happened. I like Intown Suites but they need to get rid of employees who breaks company policy and have bad integrity. I can see that this room has had damage to the door where someone tried to prive in. These situations should not be happening. I don't appreciate what happened because it frightened my 8 year old while she was watching TV. I'm glad it was explained to me that because the locking was applied from the inside of the room, it prevented the intruder from trying to enter. The day of the week is Saturday and again no one should not be trying to enter the room. I am paying $419.28 weekly. My kid and I don't bother anyone and we keep to ourselves. If was an employee, he or she needs to be terminated. Just because the business hires someone who speaks professionally doesn't mean he or she may have good integrity. Their employees needs to be monitored at all times like the location.

  Business Response

  Date: 09/12/2022

  Thank you for choosing InTown Suites.  Thank you for bringing this matter to our attention, your concerns are being investigated.  We appreciate your correspondence and will work with the property to address said issues. 

• Initial Complaint

  Date:08/30/2022

  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.

  Around July 29, 2022, my daughter and I stayed at Inn Town Suites, *******, *******. The refrigerator went bad and all the items were spoiled. The manager was contacted and they confirmed that the refrigerator went out and products were spoiled. Inn Town Suites stated that they would compensate me for the spoilage. To date they have not. I have been in contact with the General Manager ***************************** several times and she continues to say she's waiting on her Regional. The incident happened since August 2, 2022, and the *************** has not made any attempt to contact me. I would like to receive monetary compensation or a refund of 2 days back on my credit card.

  Business Response

  Date: 09/07/2022

  Thank you for giving our organization the opportunity to respond. Per further investigation with the *** the estimated value of the items was less than $50. The ** was told that the guest would need to sign a release and then would refund $50 back to the card.
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17799342
  
  I am rejecting this response because: I sincerely believe that the value of the items lost was more than $50. I previously provided BBB with pictures of the spoiled items so that the bureau can judge for themselves the value. If Inn Town Suites is willing to raise its offer to no less than $75, it would be considered.
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 09/08/2022

  Thank you for choosing Intown Suites. Please communicate with on site management. If the guest can produce a receipt or a copy of the charge statement for the food loss, we can reimburse the guest.  
  
  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17799342
  
  I am rejecting this response because: more than a month has already lasped and I am unsure if I can locate the receipts as the items may have been purchased at different times. If receipts can be located, I would submit them to the BBB. However, to wait until now to decide that receipts are needed for a fair reimbursement is unfair. 
  
  Sincerely,
  
  ********************************************