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Business Profile

Hotels

Intown Suites Hotel (all locations)

This business is NOT BBB Accredited.

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Complaints

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

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Intown Suites Hotel (all locations) has 82 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 September 29, 2024 a reservation was made to stay at the InTown Suites in *********** with no issues. The day I went to check in 10/4/24, I was advised there was no room available for my stay but oddly enough they has already charged me for one night on 10/3/24. I was told that was an error and it would be refunded. That following Monday I still had not received my refund and I called and the front desk agent said I would see if that Wednesday or Thursday. Friday morning still no refund and I called again and was told they would speak with the manager and if it could not be done they would reach out to me, shocker (not really) no call made to me and today still no refund! So I called this afternoon and was told now I needed to call their corporate office but the front desk agent would not provide a number. I found one online called and you have to email them. I am not going to play the cat and mouse game Chasing them for my money that they room when no room was available! That's theft! I want my money assp!

      Business Response

      Date: 10/15/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22421107

      I am rejecting this response because:
      I have called and emailed and been given the runaround and total disregard to a charge that is not valid and was taken when rooms were not available.  This is now considered theft and I want my money back period!

      Sincerely,

      ***** *****

      Business Response

      Date: 10/15/2024

      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: 10/15/2024

       
      Complaint: 22421107

      I am rejecting this response because:
      Regardless you are missing the point, if no room is available then you have no right to charge me for a room that I am not checking into!  My check in date was not until 10/4 you charged my card prior to that and I didn't stay refund my money you are crooks!

      Sincerely,

      ***** *****

      Business Response

      Date: 10/23/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

    • Initial Complaint

      Date:10/11/2024

      Type:Order Issues
      Status:
      Answered
      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.
      10/04/2024 54:00 Was not aware that Inntown suite employee didn't arrive until 1100 when I paid for room waited until employee arrive was told I was trespassing had to transported to hospital for CVA APHASIA was released 10/06/24

      Business Response

      Date: 10/14/2024

      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:10/10/2024

      Type:Order Issues
      Status:
      Answered
      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 are trying to pay weekly because its cheaper, but they cancelled $90 of our transaction on 9/23/24 so we had to pay the daily rate for 14 nights which cost us an extra $350. When we reach out to corporate they tell us to talk to the front desk, but the front desk is the problem. Why should we have to pay extra because the cashier doesnt know how to work the computer?

      Business Response

      Date: 10/14/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22406500

      I am rejecting this response because:

      I tried getting help from corporate and they just told me to deal with the front desk, but the front desk is the problem.


      Sincerely,

      ****** Delain ******

      Business Response

      Date: 10/15/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

    • Initial Complaint

      Date:10/07/2024

      Type:Product Issues
      Status:
      Answered
      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 and paid for a room with a queen bed and sofa sleeper. I got a daybed. My son is 64 is to big for the daybed thats why I specifically asked for a sleeper sofa bed plus the daybed has hump in middle even I Cant get a comfortable nights sleep. So hes sleeping on the floor. I want some reimbursement of charges for no sofa sleeper bed and my son has sleep on floor. They never said daybed when I called and talked to sales person on the phone getting room information. To make sure its a sofa sleeper bed.

      Business Response

      Date: 10/07/2024

      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. https://www.intownsuites.com/faq/

    • Initial Complaint

      Date:10/05/2024

      Type:Order Issues
      Status:
      Answered
      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 a resident and pay weekly for this room. Whenever something happens, there is no consideration or accommodation to tjose of us that pay our money. This goes anywhere from no housekeeping, staff stealing from rooms, no towels, no power, no internet . All of which we pay for weekly. If we complain, we are kicked out and entered on a do not rent status. I feel like I'm being robbed.

      Business Response

      Date: 10/07/2024

      Thank you for choosing InTown Suites. DNR status is a result of violating the guest service agreement at the time of check in. 

    • Initial Complaint

      Date:09/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 5 year old, 7 year old, and I were improperly put out by the manager at InTown Suites Extended Stay ************ - *****************. I paid to stay until Thursday, October 3rd, but out things and our person's were forcibly removed on Monday, September 23rd after a noice complaint. Now we are at risk of having to sleep outside. I know there is a no refund policy but may we please be permitted to stay at another In Town Suites location in the nearby ******* or ********* area to make up for the money and the room withheld from us? My children didn't deserve this.

      Business Response

      Date: 09/30/2024

      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:09/25/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 state to have a no smoking policy but the rooms smell like cigarette smoke and not to mention dead bugs lying around everywhere. For people who have asthma and to falsely advertise smoke free room, Im sure this company can be held liable. No wonder they have a no refund policy. I think a complain with the *** is the best way to go.

      Business Response

      Date: 09/27/2024

      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: 09/27/2024

       
      Complaint: 22337600

      I am rejecting this response because:
      I am filing a complaint with the *** due to deceptive business practices.  The *************** location is trash and this is why there is not a refund policy.  It is a matter of time before this company is sued. 
      Sincerely,

      ****** *****

      Business Response

      Date: 09/30/2024

      Thank you for choosing InTown Suites.  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:09/11/2024

      Type:Product Issues
      Status:
      Answered
      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 InTown Suites room 331 for 14 days but was charged for 30 days. The hotel refuses to refund the $511 for the two weeks I paid but am not staying there. I was assure by one desk clerk that I would be refunded the for the two weeks I was not staying, so I proceeded with securing a permanent apartment. However on the day of move out, the clerk working refused to provide a refund.InTown Suites ****************************************** ************ Reservation: 3t3A23181 Guest folio: *****

      Business Response

      Date: 09/12/2024

      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: 09/12/2024

       
      Complaint: 22271119

      I am rejecting this response because: we were told by the employee that works at the front desk that we would receive a refund for the unused weeks of our stay.

      Sincerely,

      Thea Saccasyn

      Business Response

      Date: 09/12/2024

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

      Customer Answer

      Date: 09/12/2024

       
      Complaint: 22271119

      I am rejecting this response because:

      Sincerely,

      Thea Saccasyn

    • Initial Complaint

      Date:09/09/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 07/24/2024 I booked a room at intown suites post rd location in ************, *******. I arrived 07/31/2024 and I had to wait 30 minutes to even be helped because the woman was on a smoke break. She then came in and told us they had no available rooms even though we booked prior. She told us she would contact billing so that we wouldn't be charged, but we ended up being charged anyways. They said they would refund us and a week went by no refund so I called and he said wait for 2 weeks. So I called back at the 2 week **** and a lady answered saying there's nothing they can do to go through the company website. I have been reaching out through the company website for WEEKS and nothing. This is completely unfair and robbery. How am I charged for a room for 1 I was told was not available 2. Lied to on multiple accounts 3. We got a uhaul and had no where to go with our 9 month old baby. For NOTHING to be being done about this is sad especially in the days we're living in. Anyone moving into the intown suites is desperate and for you all to be scamming people out of money they don't have to begin with you all should be beyond ashamed honestly. We lived at the property for almost 2 years and had to leave due to losing a job. The first time we stayed was trash as well but it was our home. I can't believe this.

      Business Response

      Date: 09/09/2024

      Thank you for choosing InTown/UpTown Suites. We apologize that you did not have a pleasant experience. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  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: 09/09/2024

       
      Complaint: 22259754

      I am rejecting this response because:
      No !!!! I was robbed !!!!! I made a reservation 1 week in advance, I showed up to my reservation waited 30 minutes, then was told there were no rooms even though we had one reserved for a week !!! We should've been alretered WAY before we ever showed up. I was CHARGED 59 DOLLARS FOR A ROOM I WAS TOLD THEY WOULD NOT CHARGE ME SHE WOULD CONTACT THE REVENUE DEPARTMENT AND MY CARD WAS STILL CHARGED !!!!!!!!!! I WANT MY REFUND. IF ANYTHING I SHOULD RECIEVE COMPENSATION FOR THE ***** AND GAS WE WASTED AS WELL THIS IS A SHAME YOU ALL ARE THEIVES AND SHOULD BE SHUT DOWN WHAT KIND OF SCAM IS THIS !!!!
      Sincerely,

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

      Business Response

      Date: 09/09/2024

      Thank you for choosing InTown/UpTown Suites. We apologize that you did not have a pleasant experience. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  We attempt to honor specific request but its also depending on availability at the time guest physically register on the property. 

      Customer Answer

      Date: 09/09/2024

       
      Complaint: 22259754

      I am rejecting this response because:
      That's fine. I'll be taking this to court thank you have a great day !
      Sincerely,

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

    • Initial Complaint

      Date:09/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 manager at this business locked me out of my room while I was going to get supplies to move my stuff out. It was the last day of my stay, I do not owe them anything.The manager at ***************************************************************** is holding on to my belongings and not allowing me to retrieve them with no reason being given or time frame to retrieve them. They are allowing my roommate to retrieve her belongings but not me. Along with this complaint I am also filing a police report for court for the value of my belongings unless I can retrieve my belongings and be done with this business.The manager has no reason to hold my belongings or tell me I am not allowed to retrieve them.

      Business Response

      Date: 09/03/2024

      Thank you for choosing Intown Suites. What is the name of the registered primary guest on the folio account?

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

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