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:08/23/2022

  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.

  Checked in on 8/16/22. My credit card was charged on 8/16 $523.06 for a week long stay. Room condition was unacceptable and unsafe. Room 328 had an outlet that did not work next to bed. The remaining outlets in the room would produce sparks when plugging equipment in. In Town Suites advertises themselves as Non-Smoking facility but my room was reeking of smoke. Dresser was dirty. The bathroom and shower filled with hair in a room that is supposed to be cleaned for a new guest. When I wiped the floor paper towel turned brown because the floors were filthy. Furthermore, the room curtain had multiple holes. To make matters worse there were people smoking weed outside in the hallways and the hallway was smelling of urine. I had traveled from ******** and had nowhere to stay. I checked out after one night. I reported conditions of room to Manager but he states In Town Suites offers not refunds. Manager was indifferent and stated complaints and refund requests go to corporate office. I filed complaint with corporate office and their only response was, " 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 Suits has no refund policy." It is unaccepatable for a company to offer an uninhabitable and unsafe accomodation and refuse to issue a refund. I should not be held accountable that they do not enforce their non-smoking rules. It is false advertising to advertise a facility as non-smoking where people are allowed to smoke freely in and out of the rooms. I also have a video of outlets sparking. I am unable to upload on this form but am more than happy to share this file with you if there is another way to submit it

  Business Response

  Date: 09/08/2022

  Thank you for giving us the opportunity to respond to this guest concern. **************** checked in on 16 Jul 2022 for a week stay. Management showed **************** the room first before she checked in and her card was charged. **************** came back down to the office and took the room. She came to the front office the next day with her concerns and I offered **************** a different room at that time and she refused the other room and said that she was checking out.
  
  

  Customer Answer

  Date: 09/08/2022

  It's sad the level of dishonesty this company operates on. You cannot offer a paying customer accommodation  that is unsafe, uninhabitable and where false advertising is taking place to lure customers.When the manager first showed me the room. I complained that the room smells of smoke in a non-smoking facility. His response was, " well  when we give a resident keys we have no control over what they do, the same way you can do what you want when you get the keys to the room." He stated he did not have any rooms available at the time.  I checked in because I had no where else to go at the time. Upon spending the night that is when I discovered hair in the bathroom, sparking outlets, a bedside outlet that is non functional. Holes in curtains. Filthy floors when you wipe the floor. Tenants around the property smoking weed. The next morning the hallway was smelling of urine.When I went to management the next day at no point in time did he offer me another room or a resolution. He didn't even offer to get a maintenance person to check out the issue with the outlets nor did he offer for house keeping to come clean the room. I was never offered another room. The manager clearly stated, " well we don't do refunds, that's why we had you look at the rooms yesterday. He very rudely stated all complaints go through corporate, go to the website & they will do an investigation. When I brought him the the key to make sure there was no discrepancy about what time I left he rudely said, " You could have just left the key in the room.!" At no point did he offer any apology or even show the slightest remorse for the poor accommodation I was forced to spend the night in. Under no circumstances should a hotel guest be forced to pay, let alone live in a room with sparking electrical outlets.  It is not my responsibility to ensure the electrical in the building is fully functional and safe. Neither is it my responsibility to enforce no smoking in a non smoking facility. It is also not my responsibility to ensure housekeeping is cleaning the rooms. 

  Business Response

  Date: 09/19/2022

  Thank you for giving us the opportunity to respond to this guest concern. **************** checked in on 16 Jul 2022 for a week stay. Management showed **************** the room first before she checked in and her card was charged. **************** came back down to the office and took the room after viewing and approving. She came to the front office the next day with her concerns and I offered **************** a different room at that time and she refused the other room and said that she was checking out. Per the signed guest agreement at Check-in, InTown Suites has a no-refund policy. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17753282
  
  I am rejecting this response because: The manager  is still stating I approved of a room & yet he knows their room had issues from the get go but he stated they had no other rooms. It's a lie to say I was happy with the room. It's difficult to negotiate with a man & " organization" that runs its business with no morals or integrity. & as you can see he continues to take no responsibility for the condition of his rooms or the inconvenience they caused me. What if I had been electrocuted by your unsafe outlets or even a fire started. What person in their right mind would approve to stay in a room with as poor conditions as I have stated above. Mr ******* I am going to leave the Lord to deal with you.********* 6:7 states, "Do not be deceived: God is not mocked, for whatever one sows, that will he also reap."  When you make a mockery of a Child of God, you are in fact making a mockery of God. So while you see me as just Customer A. I matter to the Most High God & he takes it personally when you mistreat those that are his. You have no desire to come to a resolution and continue to tell lies. You have no morals or any fiber integrity. You know your facility is stealing money & taking advantage of people without a place to live. But you are ok with it. Anything for a paycheck no matter who is harmed in the process. I no longer have time to waste trying to find a resolution with a man with a heart of stone & a facility that should be shut down by the State for unsafe living conditions. YOU HAVE CLEARLY SHOWN NO DESIRE TO IMPROVE OR CHANGE THE UNETHICAL & ILLEGAL CONDITIONS TAKING PLACE IN YOU INSTITUTION. OR TAKE ANY FORM OF RESPONSIBILITY. I NO LONGER WISH TO WASTE ANY OF MY TIME. THAT IS WHY I LEAVE THE GOD OF ******, ************************** & ***** TO DEAL WITH YOU & THIS FACILITY. FOR THE BATTLE IS NOT MINE BUT THE LORD'S.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/12/2022

  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.

  I have been routinely overcharged arbitrarily by this business on at least three occasions over the past 3 months. I have been harassed by the manager and spoken to disrespectful on multiple occasions. Additionally, the property has been in a state of horrible disrepair under the current manager. Any time I ask questions I am threatened with eviction. I have repeated these concerns to higher levels of management to no avail.

  Business Response

  Date: 08/16/2022

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight concern. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. https://www.intownsuites.com/faq/.  Rate increases have several varying factors, it is always for the whole property not specific guest and notice is given prior to the increase. 

• Initial Complaint

  Date:08/11/2022

  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.

  My girlfriend and I checked into this hotel August 5th and paid 475 for a week. They had us look the room before we bought it, and we didnt notice any issues right away besides the room was dirty like someone hadnt cleaned it and we asked if we could get another room and they said not until Monday August 8th. A few hours into our stay the fridge started leaking and called up to the front office to get the problem resolved and they said they would fix the issue August 6th and failed to do so. Shortly after that issue we had another, we noticed that the room has roaches.. and then after that we just wanted a refund.. and they said they cannot give us a refund. The toilet stopped working, so we called again to get that resolved they said they would fix it that same day and failed to do so until August 7th and in that same day the toilet stopped working again. August 8th the guy came out to fix it again and it stopped working after that. They finally get us into another room and we have high hopes that it will be better, it was not. The toilet in this room wasnt working either so the guy had to come fix that one and that point we decided to check out. The service we were provided was unprofessional and outrageous.

  Business Response

  Date: 08/23/2022

  Thank you for giving us the opportunity to respond to this guest's concern. Management did send someone to address and fix concerns in the guest's room. There was a delay because it was afterhours. Management allowed the guest to go look at 3 other rooms, the guest didnt want either one and the manager informed them if they wanted to stay they would have to wait for  something else to become available because those were all the *** rooms available. There was never a conversation had about roaches or the fridge. In fact upon them leaving I actually moved the fridge from that room into another room to assist new guest .
  
  

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved Into this hotel to avoid homelessness. It is infested with roaches. Roaches are on the floors, wall, sink, bed and inside of the refrigerator. The hotel has sprayed Ive purchased spray and traps but the roaches are everywhere. I have Lived here for about 3 months and Im just sick and cant take living in this filthy place any longer. Last week I paid Ahead to stay here until the 30th of august. I want To move out now and be refunded my prepayment so that I can Find a decent place to live. The hotel is refusing to refund my money. I need Help asap please.

• Initial Complaint

  Date:08/07/2022

  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 woke up this morning with a ***** crawling on me. I have killed well over 20 in the last couple day *. Also found bug fuzzy caterpillars in room. They are also laying dead up and down the sidewalk outside the rooms . I dont know where they are coming from. I saw one crawling out the *** When I got here I was supposed to check in at 3 and wasnt allowed in the room until almost 4 bc room wasnt ready. The manager would nt allow me to sit in the office made me and another guest whom also couldnt check into a room stand outside in 90 something degree weather. Now I had planned to stay here for over a months time. And I get that sometimes there are bugs but an infestation so bad. They are. Crawling on me in the bed is unacceptable. I would like another room that had just been sprayed for insects or this room sprayed immediately and discount for my stay this upcoming month.

  Business Response

  Date: 08/17/2022

  Thank you for allowing the opportunity to respond to this guest's concern. The guests interpretation does not reflect a complete portrait of the events. Per the *** the guest was asked to wait outside the office while he triple-checked the room for check in.
  
  The ** also performed a visual inspection of the guests room after learning of her concerns. He did not discover any evidence of referenced pests inside the room. The ** learned later that the guest was struggling to renew on the room. The guest was recently non-renewed resulting from violations of the Guest Registration Agreement to include fighting & disrupting other guests.
  

• Initial Complaint

  Date:08/06/2022

  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.

  My name is *************************************. My family and I are in transition as we sold our current home and are awaiting our new home to be finished. I would like to issue a complaint. I came to Inn Town Suites seeking a temporary home for my family. On 8/2/2022 I paid ******* upfront for a 28 day stay. We didn't occupy the room until 8/3/2022 around 4 pm. Upon arrival the air was set on 74. We unloaded our stuff, it was hot but with the door opening and closing I thought it would take some time for the room to cool off. I attempted to clean the room. While sweeping the floor around the refrigerator I stirred up German Cockroaches at this time we had all of our stuff in the room and decided not to continue to unpack. Around 6 pm the room was very hot. My husband went to the store and bought a floor fan. After he got back, I went to the front office. I spoke to the lady at the front about the roaches and broken air. I also let her know that while I was walking to the office all I could smell was marijuana. I also let her know it was so strong on the property I could even smell it in the front office. She said " She thought she was crazy." "She thought she could smell it." I notified her about all the issues in the room. She noted it on a clip board and said the *** would be up. I went back to my room. My husband was giving our kids ages 7, 6 and 8 months old cool baths because it was so hot. Only to find out that the tub was leaking and the water was pooling in the floor. I went to the refrigerator to get something to drink in attempts to help cool off my kids to find out the freezer wasn't freezing. The only thing in the freezer was pumped breast milk that was frozen solid upon arrival. It was unthawing. At this point we made another attempt to contact the office only to find out that the office closes at 7. We contacted the after hours number 3 separate time in between the hours of 7 and 9 pm. He didn't arrive until after 9. He said " I don't know why they told you to call

  Business Response

  Date: 08/09/2022

  Thank you for giving us the opportunity to respond to this guest concern. Upper management called & spoke with the guest on 8/8/2022. Management listened to her feedback intently. Our mission is to make every guest stay memorable with small gestures that make a big difference. And, it is part of our ethos to make every guest feel welcome, wanted & important.
  
  Our reputation is everything to us. When an opportunity presents itself for improvement, we own it. We also learn & become better as a result. We remain determined to deliver a clean, comfortable & quiet stay to every guest.
  
  I expressed these sentiments to the guest & thanked her for the feedback. I regret her experience was not positive. We did, however, reach an amicable resolution to the matter. We look forward to an opportunity to exceed her expectations in the future.

• Initial Complaint

  Date:08/03/2022

  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.

  Hello, I filed the complaint listed below several months ago through the BBB and to date have not gotten a response from anyone. I filed complaints using their complaint form, was told that someone would respond in ***** hrs but have still to date not gotten a single response to my complaint.I have tried sending my complaint via mail to INTOWN SUITES headquarters listed at ***************************************** and have still not received any responses so I find myself filing another complaint as I refuse to let their unethical actions just slide. I find their lack of response to my complaint dismissive, hurtful and further insulting. "On 02/03/2021, I checked in at Intown Suites ************************************************** XXXXX for what was to be a 1 week stay. An hour and a half later, I received a call from my doctor notifying me that my ***** test had returned positive. I immediately notified the front desk of my diagnosis, that I needed to leave and was told that someone from management would contact with me shortly. I waited 2 hours then called again and was told the same thing. NO ONE FROM MANAGEMENT EVER CONTACTED ME. I decided to just stay the night and checked out the next morning 2/4/2021. IN TOWN SUITES STILL CHARGED ME $453 FOR A ONE NIGHT STAY CITING THEIR NO REFUND POLICY. THIS IS UNACCEPTABLE GIVEN THE REASON I NEEDED TO CHECK OUT IN THE FIRST PLACE. I HAVE SENT AN EMAIL BUT NO RESPONSE TO DATE. THEIR ***** FORM STATES "NO PENALTY FOR CANCELLATION DUE TO THE ***** PANDEMIC YET I'M BEING PENALIZED BY THE CITING OF THEIR NO REFUND POLICY. I BECAME VERY SICK FROM *****, WAS OUT OF WORK AND THIS IS A SLAP IN THE *****

  Business Response

  Date: 08/04/2022

  Thank you for giving us the opportunity to respond to this guest's concern. The guest was shown the room. After check in there is a no refund policy. 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:07/30/2022

  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 July 29, 2022, my son went to check into his traditional room with the reservations that I had made and confirmed for him (confirmed several times before checking in), at InTown Suites, *************************************************************************, but when he got there, his room had already been given away to another guest, and the assistant ******* there stated that it was only 1 premium room left that we could have for an additional $100. When we asked the Assistant Manager, Shianne, if we could have the last room for the $431.00 price that we had confirmed, she stated, "NO." We asked the assistant ******* what she recommend us to do because it was thundering, lightning, and pouring down raining outside. Shianne stated, "There are 10 other hotels around here that you can stay in." She never offered to try another InTown location for us and was completely apathetic concerning our needs. So, my son was so frustrated that he was going to sleep in the car with his one-year-old for the rainy night until the main ******* came in the next day, hoping to be treated more fairly. Instead, he had to use $200 of the $450 he allotted for his stay in a room in ************ because it was the only affordable accommodation at the last minute. Now, my son only has $250 left to try to find somewhere to stay for the next 5 days at that cost. We all know that it is impossible. Our family plans were ruined and my son drove around in the thunderstorm with his 1 yr. old for 1.5 trying to find a room in the **********/******* area - when the hotel we made reservations for had a room that was refused to us. I'm just disappointed that any organization would allow an asst. ******* to represent their corporation in this manner, which could easily be seen as discrimination since we were refused the last room at an expected reasonable rate and were advised to stay at any other 10 hotels in the city. This is just unprofessional management that soon could ruin any good business. I'm hurt and angry.

  Business Response

  Date: 08/08/2022

  Thank you for choosing InTown Suites.  Reservations are 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. 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

• Initial Complaint

  Date:07/26/2022

  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 reserved a room and stayed at this In Town Suites location ****************************************************************************** First of all the price is way to high based on the condition of the rooms; The toilets need plunging every other day, the ceiling in the bathroom is peeling, I found a ***** in my room, water is leaking from the refrigerator daily, and this was supposed to be an upgraded room. The real problem is safety and security or the lack thereof. About 2 weeks ago, I woke about 4:00 am and room door (209) was completely unlocked; I LOCK MY DOOR EVERY DAY AND CHECK THAT DOOR IS LOCKED EVERY NIGHT WITHOUT FAIL.BEFORE I GO TO BED. Later that day I noticed that 2 of y head/hair dressing that i recently purchased were missing. I also noticed that some of my newly purchased dishes were also missing (3 cups, and some knives). My privacy has totally been violated; This is supposed to be an upscale hotel, over $2,000.00 per monthly rate. I continued to stay there, until recently because i had sold my ******* home, and my new home was being repaired/modified. I thought this hotel would be my safe haven, as i stayed there about 3-4 years ago, and it was safe, furnished beautifully, clean, and not need of repair. An upscale hotel is not a need of repair ***** motel, with no safety or security. I have no idea what else was done in my room that night besides stealing my personal items. I was horrified by the thought, so I moved out, and I was told that they don't give refunds, so I allowed my daughter that works down the street to occupy the room until check out date 8/5/22, because she could not afford to move until then. My daughter agreed to put something in front of the door at night. I am a senior citizen, and I am fearful of unknown persons coming into my room when I am sleep, as anyone would be.

  Business Response

  Date: 07/27/2022

  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.  "InTown Suites is not responsible for accidents or injury to guest or visitors.  We are not responsible for loss of or damage to vehicles parked or located in the parking lot, or for loss of personal property from a guest's room or vehicles(s) parked or located in the parking lot."  Sorry for and inconvenience this has caused you. 

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 came in to the *********** ** location with the understanding that the hotel was safe and secure and the manager stated she was choosy who she rented rooms to. We came into town for a job. The paperwork was never signed as they said they had issues with their computer but told her company policy was to show the room. I didnt not like the room but we have just driven 18 straight hours from Alabama and was exhausted. I asked for a better room she said she did not have any available and that they were closed on Sundays. We paid for the week. The beds were hard as a rock and couldnt sleep on them. A dog barked all night long. The place reeked of weed. It appeared to be a drug den. My pants got soaking wet on the nightstand because apparently the ac was leaking onto it and the floor. Cigarettes riled thru the place. The corners of the room and bathroom were digusting. We felt very unsafe. After no sleep after all the driving and no rest we got up and sought a suitable hotel. We found another and checkout out before checkout and only after we checked out the after hours attendant told us we could upgrade our room. Less than 24 hours ago the manager said there were none and they were closed that day. The manager had already talked up the place over the phone which was the only reason I booked there. We booked into to rest sleep and work but were unable to do that. They refuse me the rest of the weeks refund. The manager says she told us no refunds but me my son nor my husband ever heard such a thing and besides how were we to know about the drug activity .. the dog barking.. the beds sleeping .. the ac leaking.. ?? And the whole not feeling safe there. Its like they are stealing our money and its a hassle to try to get with corporate for anything. J have been reading several reports and reviews on ******** who have the exact issues that I have had even with other locations. We o Kylar want back the money for what we didnt use. That should be more than fair.

  Business Response

  Date: 07/26/2022

  Thank you for choosing InTown Suites.  We apologize that you did not have a pleasant experience and for the financial inconvenience these 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: 07/26/2022

   
  Complaint: 17623369
  
  I am rejecting this response because: We were not given papers to sign. Whatever was to be signed the manager told us not to worry about it she was having electronic issues. We should be given a refund of all but one day because we didnt use your place of business. We didnt feel safe and were unable to even get any rest there. Like I stated before, our room ac leaked all over my clothes and my phone but my clothes saved my phone from being ruined. We were not offered a premium unit until after we had checked out. We asked and we told less than 24hr prior that none were available.it is drug infested there and needs managed. I understand you may have policies but circumstances supersede things sometimes and this certain to should be an exception and was never agreed upon nor told of it in the first place. Im not asking for anything other than when I couldn t use there. It is stealing to keep peoples money with you failed to provide what was promised. Where you says you want our stay to be comfortable. Like I said nothing was signed due to something happening to something electronic and manager told us to forget about it. 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/27/2022

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience this concerns have caused you, however, according to the guest agreement -- InTown Suites has a no refund policy. 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. 

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17623369
  
  I am rejecting this response because: the is absolutely unacceptable. We received nothing prior and dealt directly with this hotel. We would like out refund for the remainder of the stay we couldnt use. We used one night of a weeks pay. Your room was leaking onto our clothing, and drugs were being dealt there and used. We demand our money. This is absolutely stealing from consumers.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2022

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience this concerns have caused you, however, according to the guest agreement -- InTown Suites has a no refund policy. When you booked your lodging choice, if you paid a third-party vendor-- you will need to request a refund from the third-party vendor.
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17623369
  
  I am rejecting this response because: this is absolutely no resolution. We deserve our money back as I presume a lot of your customers do. You did not provide what you and youre hotel said you would. Damaging my clothing, keeping us up all night, manager being rude and condescending as well.  Sending the same answers everytime to me isnt getting us anywhere. If you truly was a good business and cared about customers you would take better care of your hotels and convenience your customers. Not take their money and keep them up all night with barking dogs as well. 
  
  Sincerely,
  
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