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

  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: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. *****************************************

• Initial Complaint

  Date:02/10/2025

  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 am disable, double paraplegic. Moves into Intown Suites for one day and when the housekeeper saw I was disable she told the manager. The manager came and told me I had to leave they cant have disable people there. I had to leave and find someone to pick me up and take me to a hotel Quality Inn. I was told my 2 weeks payment would be refunded. They only refunded 1/2 and told me I peed in the floor, which I did not. The room was dirty and not clean when arrived. Roaches everywhere that I had reported to the manager. Im disable and need the rest of my money to survive. They owe me more money and I think all of the money should be refunded. They are not *** compliant.

  Business Response

  Date: 02/11/2025

  Hello, please provide the full property address and registered guest folio number so that we may better assist you.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22921168
  
  I am rejecting this response because: I was there for 1 day before asked to leave because I am Disable and the manager said I cant stay there. She said she would refund my 2 weeks rent I paid up front. I only received a partial refund for I was accused of leaving it dirty. It was clean when I left. They accused me of urinating in the floor which is untrue. I am Disable and they kicked me out because I am disable. Clearly they do not follow the law of **** I am a doubt paraplegic on very limited income and they refuse to give me my money. They have discriminated against me due to my disability. I feel every dime I spent there should be refunded. This has caused me a lot of emotional stress on top of my disability. I do not accept their offer and they need to refund my money and be penalized for denying me to stay there. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/14/2025

  Per further investigation, the guest, Michael *****, checked in on 2/3 and was shown an (Traditional Acc) room prior before any form of payment was taken. Mr. Bates was pleased with the room and also informed General Manager the room was clean and hed like to proceed with the check in process and paid up two weeks stay upfront. On 2/5 - Guest Room Attendants went in to complete housekeeping cleaning along with the safety sweep they immediately informed the General Manager that the room was in unsanitary condition and also they were unable to fully clean due to human f**** and urine all over bedding and room floor from front door leading to the  bathroom area. Once the General Manager viewed the condition of the room, Mr. Bates was informed that we wouldnt be able to renew his stay moving forward due to ITS policy regarding rooms being in unsanitary living condition. Mr. Bates was charged for one week along with room damages and was refunded the remaining balance.
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22921168
  
  I am rejecting this response because:
  When I saw the room the counter top was badly stained and bugs in the room. I needed a place to stay so this beat me, a double amputee man sleeping on the streets. 
  

  The lie about urine and f**** is not true. The room was cleaner when I left than before I moved in. That is a lie to cover themselves. I was told my disabilities kept them from being able to let me stay. 
  

  I get very little money a month to live on and this place has totally ripped me off and now I suffer more.  

  Sincerely,

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

• Initial Complaint

  Date:02/06/2025

  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.

  Description of the Problem:I am filing a complaint against Intown Suites (Westchase - *******, Tx *****) regarding what I believe to be deceptive trade practices and potential discrimination. I have been a long-term guest at this hotel for the past six months. On January 11, 2025, the hotel unexpectedly raised our rate without prior notice, valid explanation, or justification.While the hotel later refunded the overcharged amount, I believe this act may have been targeted and discriminatory in nature. I have reason to believe that other guests in similar circumstances did not experience the same treatment, which raises concerns about whether this rate increase was selectively enforced based on racial discrimination. This could indicate a violation of consumer protection laws as well as anti-discrimination laws under the ************************ Act and the Civil Rights Act.Desired Outcome:I am requesting the BBB to investigate this matter to determine whether Intown Suites engaged in discriminatory pricing practices and to ensure their compliance with federal consumer protection and anti-discrimination laws.Supporting Evidence: Receipts showing the unethical rate increase and refund - Attached Video(3) evidence of dialogue with ******* (Hotel Manager) - to be provided as well

  Business Response

  Date: 02/07/2025

    Thank you for choosing InTown Suites.  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:02/04/2025

  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.

  The hotel has roaches, told the from desk they said they would send orkin out till they was gone, they been here 2x. My refrigerator went out 2x, the first time we called Bs my the maintenance man because try to help him and move the refrigerator before he got here, then didnt replace no food either time. We are receiving our mail late picked up mail yesterday that was date January 9th. We lost water for 2days. Outlets have shorts in the and are messing up my electronics. Housekeeping dont come to the room at all was told we have to was our own stuff. Today they finally sent notice after like 4 months that we have to take everything from the cabinet , closet, dresser and away for the way before 12 and was giving one piece of plastic. If it wasnt done they was gonna charge us $50, I stay out of work to do this and went to the front desk to ask for more plastic because we have to need and food. Was told to put everything on one bed but the plastic not enough to cover the one bed that I had already told her from the beginning. She refused to give us more plastic said because she had to pay for it. Now this is the manager that I brought this to attention to as for the roaches, refrigerator issue and being called Bs and she did nothing. We right pay 400 a week for this room was paying more the first 30 days

  Business Response

  Date: 02/12/2025

  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

  The staff only comment that they dont give refund for the groceries there was several issues in that complaint 

  Business Response

  Date: 03/24/2025

  Thank you for choosing InTown Suites.  The concerns that you experienced were 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. Additionally, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.

• Initial Complaint

  Date:01/17/2025

  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.

  On January 11, 2025, I came home from work to find my refrigerator out. I immediately contacted the after hours number at 9:10 PM. I was told the maintenance person would come look at it. No one came.Sunday, I waited and no one came.Monday morning, I went into the office. The maintenance man was working the front. I told him, he said he will come look at it. I went to work. On my lunch break, I stopped in to see if it had been fixed. It had not. I went to the office and the general manager, ****** was there. I explained the situation to her and that I had just bought those groceries as well. She tried to dismiss me by saying they have three days to fix it. I told her it had basically been three days considering I called on Saturday at 9. I asked for a credit for my groceries as the issue was one the property had to take care of and it wasnt anything I did. I believe the credit is fair. She told me they dont replace food, and it was only when I began to show how upset I was that she contacted the maintenance man to go look at my fridge.I paid for the room for the week and that included a working refrigerator. Given this economy, to try to dismiss someone for something that is very important is terrible business practices. I reached out to corporate after this in person encounter. I was told someone would get back to me, and they have not. I am still a current customer as I try to get back on my feet. Again, terrible business practices. I do not appreciate the lack of service. Its almost as if they just hope the problem will go away if they do not address it.

  Business Response

  Date: 01/17/2025

  Thank you for choosing InTown Suites. Please provide the name listed on the registered guest folio account and the full property address for further assistance. 

  Customer Answer

  Date: 01/17/2025

  The names listed on the registered guest folio account are ***** and ******* ******. The room number is 304. The property's address is ******************************************

  Business Response

  Date: 01/27/2025

  Thank you for choosing InTown Suites. We are investigating your concerns at this present moment. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22823800
  
  I am rejecting this response because: there appears to be more effort on finding an excuse to not allow me to renew than on the fact that I paid for a service and did not receive it.  I am certain this is not first-time behavior.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/28/2025

  Thank you for choosing InTown Suites. Per further correspondence with management, we were informed that the guest, Ms. ******* reported the refrigerator went out on Saturday night to overnight Property Attendant and the attendant was unable to gather the room # due to the guest refusing to answer questions.  On Monday, the guest came in the front office and reported the refrigerator went out late Saturday night. The general manager informed Ms. ****** they were aware of the outage however there wasnt a room # given on exactly where to send the Property Maintenance Tech (***). At this time, the *** replaced outlet socket refrigerator was good to go.
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22823800
  
  I am rejecting this response because intentional wording to make it seem as though they did something they did not do. We know that is not exactly how it happened. I provide my room number for everything, isn't it policy for staff to first ask that question? So, when I spoke to the after-hours attendant, the room number was provided. That was literally the first questioned asked by the gentleman. Also, by ****** when I came to make the second complaint three days later. Also, it is Mrs. ******* I've been married for 15 years, and that was disrespectful knowing the room is under my husband's name. 

  There was no intention on behalf of the business to apply rightful remedy to the situation as all staff said that the business does not replace food. However, in this case, this would be like a tenant reporting to the landlord an issue they are responsible for remedy. I'm not responsible for the outage of the outlet. It wasn't a mass outage; therefore, management should have insured it was repaired much sooner. As you all stated, you were aware. However, you decided not to respond to the issue and lie about not knowing the room number. That's your policy to ask that first.
  
  Sincerely,
  
  Mrs. ******* ******

• Initial Complaint

  Date:01/06/2025

  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.

  THE REFRIGERATOR WENT OUT AND MY MEDICINE HAVE TO STAY COLD AT ALL TIME AND OTS NOT NO HEAT NO ONE COMES TO LOOKS AT IT

  Business Response

  Date: 01/07/2025

  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:12/26/2024

  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.

  They have me in a ***** infested room. I've told the general manager about this room. They won't give me another room. And even lied and said orkin would come to my room which never happened. I need this problem resolved I'm starting to feel sick

  Business Response

  Date: 01/06/2025

  Thank you for choosing InTown Suites. Please provide the registered guest name on the account, manager name, and room number so that we may further assist you.

• Initial Complaint

  Date:12/12/2024

  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.

  Incident started on December 11, 2024 when my boyfriend and I wanted to book a weeks stay here, and after days of saving money up and doing extra work to make the last little bit we needed to have it covered, we finally proceed to book a room. When we got there, it was about 10 or 15 minutes until close, and we had cash, not money on a card and the lady in the office, (***, I believe) said that we need to come earlier than 10 minutes before close because she had already shut things down for the night, asked if we had cash or card, when we told her cash, she was like, yeah you'll just have to come back tomorrow earlier than this. (A friend of ours that stays there, had called her earlier in the day for us, and talked to her about an hour before this happened.) That, was okay. I understood that. From the way she asked me if I had cash or money on a card, and told me I would have to come back tomorrow after telling her I had cash, I assumed that meant that if I had the money on a card, that we may have been able to get the room that night. Well, we didn't have anywhere to stay for the night, it was cold, didn't wanna spend d 80 dollars on a room for one night and have that eat into the week stay we wanted. We ended up spending some money on food, drinks, stuff like that throughout the day. Did everything we could to make that money back and i showed up the following day, (12th) at about 6pm. My boyfriend got here maybe 5 or 10 minutes after me. As I'm waiting for him, I see someone come out the office that just got a room. I'm talking to my boyfriend outside, trying to make sure I have enough money on the card so we can get this thing done. When I go to go in the office, that clearly states on the door that they don't close until 7., the blinds are shut and door is locked. I called the "after hours number" and talked to ***. (I don't think I'm going to have enough characters to finish writing but have more to explain, I'm going to just make another report pt2 of this)

  Business Response

  Date: 12/13/2024

  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. 

  Customer Answer

  Date: 12/15/2024

  It's not a matter of anything to do with the reservations or whatever, it's the fact that we were there before closing time, trying to get a room. You didn't say your reasoning for not serving us was because of not having any availability,  someone had JUST walked out of your office 5 minutes before we tried walking inside. And you have just had this very rude, unprofessional attitude towards us for absolutely no reason when we had been nothing but respectful to you and just tried to bring our money to you. 

• Initial Complaint

  Date:12/12/2024

  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 had a package delivery to inn town suite on mistake I use to live there and because of misconduct of the manager I had to call the police because he enter my room on me and my kids after that I move to the ****** grove location so when I place a order by mistake it sent it to the village part location the item that was sent was a work out machine and I have not been able to reach anybody to receive my package I want my package

  Business Response

  Date: 12/17/2024

  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:12/07/2024

  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'm a guest at the intown suites in **************,** I have been here since 6/22/24 paying weekly rates for a room that must consist of 2 beds a stove refrigerator and bathroom but for the past month and a half my stove top does not work properly and my refrigerator doesn't work at all forcing me to spend extra money on food because these two things aren't working and I have my wife and 2 small children staying here with me I am requesting for a drop in payment of ****** or some type of payment back for the food lost or over spending of food I have made complaints the entire time but they refuse to do anything about these situations and they have a very bad ***** problem and until I can find a home me and my family have to live here I'm looking for something to be done about this

  Business Response

  Date: 12/09/2024

  Thank you for choosing InTown Suites.  Please contact the manager for that specific on-sight need. 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.