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:12/06/2024

  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.

  $363.99 weekly rate for room we reside in. ******* ( **** ) ******* Room 101, constantly harass my kids and I especially my autistic 3 year old about his crying after the general manager, Crustal White, leaves whenever she feels like it pretty much. This has been occurring for more than a year. This is the most affordable hotel with a kitchen to cook meals for my kids, weekly, so to be harassed to try and get put out on the cold streets with my kids should be illegal when no crime has been committed by me. Or my kids. **** has 4+ children sleeping on the floor every single night, she drinks on the clock every single night, she leaves her laundry in the laundry room holding up washers and dryers for guests who actually pay to live here, calls the police on my autistic son for crying when even a judge does not hold us in contempt of court for disruption. ******* does percocets before and during work. ******* opened my door thanksgiving morning claiming he thought it was the laundry room but my room is nowhere near the laundry room. Even the housekeeper room has tape on the floor so he knew what he was doing. He also lives at the premises on-site and does not after hours as hes suppose to. Free Wi-Fi, but charged $13.99 weekly for technology fee. **** has caught the housekeeping room dryer on fire numerous times putting other PAYING guests in danger. **** steals from guests rooms. Its mold in the floors, walls, bathroom tiles around the tub, hot water has been out for 2 weeks now. Management have stole cash money from guests but pinned it on the last female receptionist they had earlier this spring 2024. Bed bugs and roaches are coming through walls. Theyre trying to illegally evict my kids and I, so Ill need all my money put into this establishment for us to live here IN PEACE, refunded. Or to be detained. They wait until you pay to try and put you out then claim its no refund policy. Which is NOWHERE to be found on the company site. I have evidence.

  Business Response

  Date: 12/10/2024

  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. As per other claims mentioned, after further investigation, numerous false allegations have been made in the above entry. Per further investigation, the police were notified due to the guest being irate when told she could not remove clothes from the dryer.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22652851
  
  I am rejecting this response because: as I said, I have PROOF of my SUBSTANTIAL allegation. Seems as if BBB is no use at all due to BBB being a deceptive as well. Furthermore, I was irate when the officer told me to leave for no reason. Which is recorded on my phone as well. Being that your employee does NOT have ANY evidence of her allegations, makes this even better for my family ! As I said, she had no probable cause to kick me and my kids out on the street. Last but not least, due to us being here longer than 90 CONSECUTIVE days, we have tenant-like rights. We have to be legally and properly evicted. Not just because a worker doesnt want you there anymore.  My family will receive a way bigger refund than what the rate is we pay weekly. Looking forward to your response for court proceedings ! This wont allow me to upload large files so, Ill save them for emails. Best believe, I have EVERYTHING needed to back up my claims ! Have the day you deserve.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/03/2024

  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 went out of town to my parents house for thanksgiving I was told my payments was due on that Wednesday but wasnt due till Thursday I was gone and then the manager told me my stuff would be out at 6 and I had a lot of food in my fridge I was told it had been thrown out..

  Business Response

  Date: 12/09/2024

  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:11/25/2024

  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.

  We checked in Oct 5 2024. We paid weekly. We followed all the rules. On Monday Nov 18 I paid for the week as usual. Later that day a note was slid under all the doors stating that Tuesday Nov 19 at 10 am and till 2 pm the water would be shut off to repair faulty pipes. The on-site laundry facility is 24 hr and u have to have a room key to enter. I needed to wash clothes and knew that the water would be turned off at 10 am till 2pm Tuesday so at 130 am Tuesday Nov 19 I went to wash clothes it took me from 145 am till 5 am to finish the., during this time a man came into the locked laundry room which startled me, he told me his cousin was asleep that the microwave in their room did not work would I hit his food up(alot of rooms microwaves were broken) I said sure stay here I will go and do heat your food. The laundry is on the 1st floor my room was on the 3rd. I did not know he was not a resident, he had to have a key to get in the laundry room. We'll he stayed downstairs the whole time I washed clothes. He went outside when I went outside to smoke etc. We'll once I was done at 5am I left and went to my room. At 1030 am the Hotel Manager knocked on my door told me that she watched the video and in her words talking to this man and bringing him his food back down that she couldnt handle in her words my srtays that I had to leave by 12. I said my stray I did not know he was not a room guest he had unlocked the laundry room and came in *** have to have key she said I don't care I want you out, I said ok I need a refund for the last 6 days, she said no ma'am. I was also refused my 50 deposit I paid upon arrival in Oct. I have pictures of the room showing proof that no damages were done and that it was spotless. I emailed corporate they then sent a generic email telling me to contact the Manager there for the refund or to have the manager to clear the matter. The the manager is the Problem and she kept the rest of my ******+ the 50 deposit. 211 +50 is unpaid still.

  Business Response

  Date: 11/25/2024

  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:11/22/2024

  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.

  A relief manager came in at InTown suites and after we've been here for a month and a half told us that the service animals need to be removed from the property even though the original manager has not said anything about it and has not had a problem with it and my uncle cannot be without his service animals so why would my service animals need to be removed from the property because he doesn't like pitbulls. Going to tell me that my dogs are not service dogs because service dogs don't act that way clearly when it says in training on there service how the h*** are they supposed to act when they're in training they don't tell me I need to be out by tomorrow after he took my rent yesterday

  Business Response

  Date: 11/25/2024

  Dear Guest:
  We welcome you and your service or companion animal. To ensure a safe, quiet and enjoyable environment for all our guests, please observe the following guidelines while staying with us:
  ************ animals or properly documented companion animals are allowed at InTown Suites. We do not allow pets.
  Animals must be under the owners control at all times.
  Animals must not damage InTown Suites property.
  Animals must not be left unattended when owner is off property.
  Animals must be on a leash or otherwise controlled when outside the room.
  The owner of the animal must pick up the animals waste from InTown Suites grounds.
  Animals must not be aggressive towards, or disturb other guests, InTown employees or vendors.

   

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several probelms with the room my son is staying in. It has roaches and rats and they charged me ****** for a broken glass. I demand a refund or I will file complaints with the attourney generals officce GA

  Business Response

  Date: 11/12/2024

  Thank you for choosing InTown Suites. Please provide further insights regarding your concerns so that we may best assist you. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22533864
  
  I am rejecting this response because:Intown suites was suppose to move my son to a rennovated unit at no additional charge. There have been alot of probrlems here. Refund my money
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/18/2024

  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. For on site requests, please contact the manager during operating hours for further assistance. 

• Initial Complaint

  Date:11/08/2024

  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.

  Was retaliated against by the general manager of the property. Lied on and harassed, on top of having the police called on me and being forced to leave the property due to being in the possession of marijuana which is legal in ******* and not against the property rules. Per paperwork I received at check in.

  Business Response

  Date: 11/12/2024

  Thank you for choosing InTown Suites.  All rooms are non-smoking rooms.  There are smoking designated areas throughout the property.  A policy violation would be: smoking in unauthorized areas or disposing of cigarettes or ashes in an unsafe manner. Policy violations may result in forfeiture of deposit/non-renewal. 

  Customer Answer

  Date: 11/12/2024

  I was however not caught smoking on the premises. That was stated several times in the original complaint. Nor was there any improper disposal of cigarettes, tobacco, or weed. To further prove this I will also provide proof of the deposit I was refunded by InTown Suites. As well as the modification made to my reservation after I was wrongfully put out the property. I either was smoking on the property and therefore would not get a refund. Or I didnt smoke on the property in which case I would receive my deposit back. Furthermore Im entitled to the refund for rest of my stay that was canceled. If this issue cant be resolved through the better business ****** I will be moving forward with a civil suite against the Tamarac, FL InTown Suites and the General manager. 

  Business Response

  Date: 11/12/2024

  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: 11/14/2024

   
  Complaint: 22532938
  
  I am rejecting this response because: I am entitled to a refund despite your policy being what it is because I was wrongfully put off the property so I dont know how were gonna resolve this but at this point Im moving forward with a civil suit to see ******* T who is the general manager of the Intown suites and Tamarac Florida whether you guys give me a refund or not Im suing the company for what Im owed because I was wrongfully put off the property accused of breaking a rule that I was not breaking in. I did not finish out the rest of my stay so yes I am entitled to a refund and I also will be suing you all take it whether you guys issue the refund or not wont stop me from going after you to get the money. I deserve. Ive spent $284 in groceries that I had to throw away the rest of my steak cost $588.76 since being put out of this hotel and not getting a refund I have had to stay at another hotel and spent about $450. Ill see you guys in court  And dont come with a generic a** response either  Just dont respond at all because you guys dont do right by your customers. This company is full of s*** and its pretty much just a scam. You guys dont have a refund no refund policy but you will make a person pay for a night before they get there, your business practices are **** poor. This is why you have an F rating on the Better Business Bureau. 
  
  Sincerely,
  
  Curdesia ******

  Business Response

  Date: 11/20/2024

  Per further investigation with management, The ** witnessed marijuana and smoking paraphernalia in the room.  There was an ash tray in the room with the items. For these reasons, the guest will not be receiving a refund. 
  
  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22532938
  
  I am rejecting this response because:
   
  Please provide me with documentation that states in your rules that it is against your company policy for guest to have marijuana in there room. Further more I will reiterate that I did receive a refund for my room deposit. So if I was smoking on the property which is against the rules. Why was I issued a refund for the deposit of the room? I will also reiterate that I spoke with the general manager when she came in my room, on three separate occasions she stated my stay could not be renewed, but I would have to check out on the 15th. It was not until 3 hours after I brought to her attention that there was no rule stating I couldnt have weed on the property, only that I could not consume it on the property. She then went on to state, okay you want to argue, lets see if I kick you out today or let you stay until the 15th! Which was  my original check out date. As I stated before, up until 4:20 pm I was under the impression that I had not broken any rules and would be checking out on the 15th of November. As she herself said she did not smell weed, when she walked in the room. And there was no smell of smoke in the wood. What she saw was clippings unlit in a weed tray. The ashtray she referred to was from the car I owned previously. I no longer have a car. So its against the rules to have the things I owned in the room? I will be moving forward with a civil suit in court, due to being retaliated against by your GM of the *************** location. I have already spoken with a lawyer and have been informed that I do have a case. Lastly the police also informed your GM that if she did not have physical proof that I was smoking on the property I was not in any violation of your rules. And I could move forward with a civil suit. I would also like to note that after being forced off the property, the ** went in and changed my reservation to look like I only book for a week. In research I have also discovered that this is not the first time your ** has accused an patron of the hotel of smoking in there room and then called the police and had them kicked off the property. You can find this as a review left in *********** from April of this year. 

• Initial Complaint

  Date:10/31/2024

  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 was out back and there was gray bings and uap's out there looks like in the pictures they was taking people out there room I have pictures of them at people doors this need looking in to if you would like to see pictures give me a call

  Business Response

  Date: 11/01/2024

  Thank you for choosing InTown Suites.  We value you as our guest. The safety of our guest is of utmost importance to us at Intown Suites.  Be aware of your surroundings.  Please report any suspicious activity to the Front Desk or Property Attendant.  

• Initial Complaint

  Date:10/26/2024

  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.

  Currently staying at the Intown Suites Extended Stay in ************, ********. My car has been vandalized, broken into, tires flatted and issues in the room. Sever roaches, toilet not working properly.Nothing is bring done. Inquiring legal advice to pursue legal action.

  Business Response

  Date: 10/28/2024

  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:10/18/2024

  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 stayed at the intown suites in ********** from 10/8/24-10/15/24. Due to hurricane ****** I had to stay in a hotel. When I arrived ***** the employee who checked me in took about 30 minutes to complete the check in, he was on the phone with somebody who wasnt a customer. When I got to my room it was good at first, as the days went by I saw a total of 5 alive cockroaches, and bed bugs. Due to the hurricane the office was closed so I could not contact them for a new room. I would have booked a different hotel but there wasnt any availability. When I checked out of the room I brought my concerns to ***** and he was very dismissive. I wanted some sort of reimbursement, due to the condition the hotel was in and I was very unsatisfied. He said that there was a no refund policy, he highlighted where it said that in the agreement. He highlighted I understand that no prepaid room charges will be refunded if I stay less than the purchased period of stay. I stayed the whole term. Then I wanted to go over my charges because I thought I was overcharged around $100, including a $30 late fee which doesnt make any sense. He then said no and said have a good day i asked for a number so i can call them and he said no. I was very unsatisfied which the whole situation. I want a full refund for my stay.

  Business Response

  Date: 10/21/2024

  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: 10/21/2024

   
  Complaint: 22440049
  
  I am rejecting this response because: no paperwork stated that there was a no refund policy. This needs to be fixed and the full amount needs to be refunded. I wont take any other option to be satisfied. 

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

  Business Response

  Date: 10/23/2024

  Thank you for choosing InTown Suites.  According to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 
  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22440049
  
  I am rejecting this response because:
  
  The agreement does not say no refund. Im not giving up on this until I get a full refund. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/31/2024

  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:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at a ntown suites in ********,** for 6 months , I have pics of the room, t was disgusting, The manager was a creep and tried to talk me in a in apporiate manner, I demand a refund placed back on my card asap.

  Business Response

  Date: 10/21/2024

  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.