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Hotels

Intown Suites Hotel (all locations)

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Complaints

Name: Intown Suites Hotel (all locations)
Address: 980 Hammond Dr Ste 500, Atlanta, GA, 30328-8186, USA

This profile includes complaints for Intown Suites Hotel (all locations)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

237 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

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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:04/11/2025
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.
I have stayed at Intowne Suites located at *********************************************** before 2021. The customer service has declined in 2025. I never had any problems in ******************************* the General Manager. The General Manager in 2021 was very professional and pleasant to talk with about any maintenance issues. Also, neither he or his staff would bother guests in their rooms unnecessary. In 2025, the staff seems to be very disorganized. The front desk agent unnecessary gives out guests room number, especially females to other males in the lobby. She is not safety conscious. Which is a "no, no" for hotel security. The front desk female customer service representative is not familiar with the rooms and checks guests in rooms that are out-of-service. Thus the night attendant has disturb guest in the rooms at night because the front desk agent failed to check guests into the right rooms. There is too much unnecessary interactions and poor planning by maintenance with unannounced visits from L****** Orkin staff or male maintenance. I work nights, so sleep late in the mornings. I will be checking out soon in a couple of weeks due to poor management. Instead being an extended hotel with excellent customer service, the staff acts like they are brute Officers from the *************************. In 2021, I spent a lot money at this hotel for 6 months. However, this year I will not waste my money on bad customer service or support for 6 months. I don't mind maintenance keeping up with the building, but as female I need heads up if staff want enter the room outside of normal office hours. In 2021, I even moved 3 times to accommodate the hotel remodeling efforts without complaining. However, this year when the staff exercises poor judgement or poor customer service, the staff acts like it the guests fault. They need to announce visits when possible to prevent guests from letting in someone unauthorized or unexpected at the door.
Business Response
Date: 04/14/2025
Thank you for choosing InTown Suites. Please contact the front desk/management for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************
Initial Complaint
Date:04/08/2025
Type:Billing 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.
You overcharged me charged me twice for deposit
Business Response
Date: 04/09/2025
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 - Saturday. *****************************************
Initial Complaint
Date:04/08/2025
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 bought a room at this hotel, they make you pay by the week. The day after I paid my rent for the week they kicked me out and denied me a refund
Business Response
Date: 04/09/2025
Thank you for choosing InTown Suites. We apologize 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.
Initial Complaint
Date:04/01/2025
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.
These people had me stay in a hotel room with a broken toilet, that immediately overflowed as soon as I finished checking in. After paying $298.62 for a 7 night stay at this Intown Suits, as soon as I got in the room, and pooped once with a normal amount of toilet paper the toilet overflowed that same stool all over the hotel room. I immediately notify the staff, and he told me,"Hold on let me get the "evac". Then wanted to presume me to go with him to wait, and watch while he vacuumed up the waste, instead of changing my room. Which I implied numerous of times. I had no money, that was my last bit of money I had to spend for a place to stay, I didn't have any where to stay if they didn't help me. They made me stay in that filthy room for 6 days, that toilet broke again, and grew mold, that is all that gray stuff in the photos applied here. I told them as soon as the toilet broke the second time, and they only cleaned up the water again, not before leaving me, and the flooded overflown stool water in the room for several hours. A day, or two later it grew gray, and white mold. I have video footage, and possible witnesses to all of this. I also have where it's showing the toilet is clearly just broken, and needs to be fixed. I told them that too numerous times. I'm sure they have plenty other rooms damaged just like this there. Also the same kind of people going through the same kind of thing. I was in room 212. I know a businesses of this standard should have a back up room, or emergency room for these type of situations, and because they didn't accommodate me in a proper manner like a emergency room, or a refund that I also inquired about. I want this establishment investigated. I want this establishment terminated of its business after the investigation proves they are conducting unprofessional business. I also want to so sue for my money I spent there, pain, and suffering also.
Business Response
Date: 04/04/2025
Thank you for choosing InTown Suites. "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 any inconvenience this has caused you.
Initial Complaint
Date:03/26/2025
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 made a Reservation for 12-12-24 on 12-11-24. I was charged $56.00 for 12-12-24 which woman that did my Reservation online didn't tell me that the Ofice close at 7:00 pm no one going to be there after 7:00 pm if you don't get there by then. I call on the day of my Reservation 12-12-24 around 2:00 pm or later couldn't get nobody left messages more than one time to let them know that l was going to be late because l was still moving no one call me back and when l finally call back again the ******************** or someone at the office there told me they close at 7:00 pm and l had to get a hotel some where else that night on 12-12-24. The next day when l got there on 12-13-24 after 1:00 pm. I told ******* the Manager that l had a reservation for the 12-12-24 and l missed my Reservation because l didn't know that they close at 7:00 pm. I paid ******* the Manager with my bank **** debit card $728.00 for two weeks on 12-13-24. After she gave me the cards or keys to get in my room to look at the room the room didn't look like the room that l seen online that same day around 2:00 pm or by 3:00 pm l started seeing roaches in there and l told ******* and she said that l can get my money back wait to Monday the pesticides man was coming and l agree to stay through weekend it got worser and l got feed up roaches was everywhere couldn't eat or sleep good. I told ******* the Manager about it again and this is my last day here and she said okay. I will notify the *********** by email and let them know and l turn the key back in on 12-16-24. ******* said that l should get all of my money back but don't quote her on that. I call the *********** about it and she told me to do a complaint on line last month which l did and they will contact me in two week.
Business Response
Date: 04/04/2025
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Initial Complaint
Date:03/21/2025
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.
Ok first off the back burner on the stove has not worked the whole time we have been here and we complain everyday. The toilet is broken and there are roaches everywhere. We were charged more than quoted and they refuse any refunds. And we want to know why we would be forced to stay in this room and not receive a refund? We had to buy a grill to cook and a deep fryer. When I renew online it's $75 cheaper. If I'm to check out and reserve a room again it's $350 cheaper it makes no sense.
Business Response
Date: 03/24/2025
Thank you for choosing InTown Suites. We apologize 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: 03/24/2025

Complaint: 23098975

I am rejecting this response because:
I'm not wanting a full refund. I also wanted them to look at the billing charges because they have changed my rate 3 times now and I believe I was over charged. When I go to re new my rent online it's almost 85 dollars cheaper then doing it at the office. And the things in the room being broke I knew we wouldn't get refunded for that I just want the extra money that was charged to go towards my next month rent and would request a different room that has a working toilet and stove. Thank you
Sincerely,

******* ******
Initial Complaint
Date:03/20/2025
Type:Billing 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 into the Intown Suites located on *************** in *******, **. on February 14th, 2025. On Wed. March 12th, 2025, I went into the office to pay my bill for two weeks. The money was placed on the wrong room by mistake, and then moved to my room number. Then things went downhill from there...some of the taxes had fallen off of my account after *****. The amount due was verbally fluctuating by the manager, first it was $387 with a $38 credit. Then I was charged the amount on the other room $423. I had to go back to the office DAILY to try to rectify the correct amount. The ** was rude, condescending, threatened to put me out if I kept asking questions/trying to hold her accountable, and contradicted her story REPEATEDLY. When she denied her behavior, I had to reveal that I had proof in the form of RECORDED CONVERSATIONS! Online, the amount shown on my guest folio is currently $220, with a check out date of 3/31; that too is incorrect. I've emailed their so-called **************** to no avail as they will redirect you back to the front desk; a move that is tantamount to calling the police and having them send you back to the person that assaulted you! In reading the reviews, I understand why the management is so rude and abrasive. There is absolutely NO REPROCUSSIONS FOR THEIR BEHAVIOR. One has to reach out to the BBB/Attorney General Consumer Protection/online reviews to get any response. I do not understand the vehement objection Intown Suites have to resolving conflicts in-house as it would make better business sense. I am asking that my folio by adjusted to correctly show the amount that I am due.
Business Response
Date: 03/24/2025
Thank you for choosing InTown Suites. Per further investigation, There was an error made on the account due the guest providing an incorrect room number. This issue has been fixed, and the guest was told her date would not change and would continue to be due on Fridays as before.
Customer Answer
Date: 03/24/2025

Complaint: 23092559

I am rejecting this response because:

I went online to pay my bill and found that the amount due was $220 and the due date is March 31 a Monday and not the 28th which is a Friday.
The incorrect room was given initially, however the manager apologized for not double checking the name on the room which is customary, because my full name was given at the time of payment, Along with my email address so it was a issue that couldve clearly been avoided.
Currently, the incorrect amount and incorrect date is still being shown on my folio. I do not understand the reasoning behind refusing to ensure that the correct amount is being reflected in the system.
please see attached for evidence.
Sincerely,

****** ********
Business Response
Date: 03/24/2025
Thank you for choosing InTown Suites. Please contact the front desk for further insight regarding that specific on-sight need.
Initial Complaint
Date:03/17/2025
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 for 03/17/2025 at the *********** , ga location. I drove from ******* AZ and arrived at 6:30 pm. When I arrived the door was locked. The woman opened the door and said I shouldve checked in at 6. She had cancelled my reservation and charged me a night. I told her the website said check in is doing office hours, which are over at 7 pm. She said they stop check in at 6, locked the door and closed it back. I was charged for the ight still. I checked the **** website and policy and all say I could check in didnt office hours.
Business Response
Date: 03/18/2025
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Customer Answer
Date: 03/18/2025

Complaint: 23078673

I am rejecting this response because:
there is no resolution.
Sincerely,

******* ******
Business Response
Date: 04/07/2025
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Initial Complaint
Date:02/21/2025
Type:Order 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.
Dear InTown Suites,I am writing to formally file a complaint regarding the denial of my request for reasonable accommodation for my two Emotional Support Animals (***s) at the InTown Suites ********** location. I am a guest at this location and have been informed that my request was denied despite my clear explanation and documentation of my need for *** support for my protected disability.I have spoken with my civil rights attorney, who has advised me that, under the Fair Housing Act (FHA), InTown Suites falls under the provisions that protect individuals with disabilities requiring *** support. This is due to the fact that the property does not offer the services of a typical hotel (such as daily housekeeping) and treats its guests more like tenants, which aligns with the legal interpretation of a housing provider.Despite these protections, I have been informed that my accommodation request was denied, and I believe that this denial may be in violation of my rights under the ***. Additionally, I have concerns that the management at this location is showing favoritism towards certain individuals, which may be influencing the handling of accommodation requests in an unfair and discriminatory manner.I kindly request that you review this matter and take the appropriate actions to ensure that my rights are respected and that I am permitted to keep my *** animals in my room, as they are crucial for my well-being.Thank you for your prompt attention to this matter. I look forward to your response and hope that this situation can be resolved as soon as possible.Sincerely,****** ****** Reservation Number: ***** Room Number: 131
Business Response
Date: 03/03/2025
Thank you for choosing InTown Suites.

Per further communication with onsite management, Mr. Naseem said he will be reaching out to his doctor to get the information required for maintaining animals on the property.
Customer Answer
Date: 03/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:02/18/2025
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.
Hi, I recently sent a complaint to the corporate office about an employee that is actively telling customers business to her friend an ex employee at Intown Suites my personal business, from the way I look , about my room, and about my car. I spoke to the employee. And let her know that if she didnt tell my business i apologize. She accepted. Only except Jasmine P an ex employee that I also reported for harassment for calling me and texting non stop since 2/8/25. The cleaning lady is set to come to my room at 12 pm. Since this harassment has started, shes been coming to clean my room at 10:30 am. On Mondays. Tuesday 2/18/25 . I think this maybe retaliation, I wake up today around 9 am to shower and start my day , today is my birthday. I washed my hands and nothing but cold water is coming out. Its now 9:34 as we speak and the hot water is turned off in my room, Im not sure if the rest of the propertys is off. But I didnt get a notice or a warning that they would turn it off and keep it off. I have a child in here and I am worried about us getting sick without the hot water. Another thing , Ive been trying to get them to fix the bathroom vent. They say I have to wait. So to help with filtering the air in there I open my door and put a cover on the open part. I am not allowed to do that . I just wanted to know since the windows are locked and I dont have an air vent how do I filter out the bathroom ?
Business Response
Date: 02/19/2025
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 you are experiencing.
Customer Answer
Date: 02/19/2025
Hello, Im not sure if I can accept this or not, only because you didnt specify if everyones was off , and you didnt specify when they should be back on or the problem of why they are off for 24plus hours in the middle of winter. Furthermore, now the water is completely off in my suites , no warning no paperwork or nothing. Theres not running hot water 2/18/25, and 2/19/25 I have no water to wash my child or clean. Is this your companies way of putting someone in their place for making sure they have a honest place to stay.
also, I believe this is retaliation once again because of the complaint. My neighbor behind 312, and the one on the side have running water. I put my ear on the wall to hear her running water.
Business Response
Date: 02/20/2025
Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight need regarding maintenance. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

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