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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:08/23/2024

      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 customer service here at the ********************** Extended Stay on ************ is horrible, by far the worst I experienced. My partner was asked very rudely and very loudly if he had a gun on him in front of a few customers, which made us feel very uncomfortable. They said its policy and they ask everyone. Understandable, but yelling out a question when were right in front of you and embarrassing us in front of customers is not the way. they should be ashamed of themselves. He doesnt even own a gun. He has a chest pack that he uses to keep anything he needs to carry with him like ID, credit cards, etc. due to him being forgetful because of his PTSD. They assumed that because he had a pack, he had a gun. We booked for a whole week and since theres no refunds, we have to **** it up till its time for check out. We have eyes on us at all time now which makes it much more uncomfortable to stay here. We will not be recommending this establishment to any of my fellow military or any of our family members or friends that decide to come down to ******* for any reason.

      Business Response

      Date: 08/23/2024

      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:08/20/2024

      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.
      My security deposit was not refunded to me upon checkout. I was informed as long as there was no damage or trash left in the room I would receive my deposit. Now theyre saying I wont receive my deposit because theres a pet cleaning fee. They are literally charging me to do a mandatory service they already do.

      Business Response

      Date: 08/20/2024

      Thank you for choosing InTown Suites. The following could result in forfeiture of deposit, if applicable: damaging an Intown Suite Room(s), causing conditions or situations that adversely effect potential guests impression of InTown Suites. Additionally, we do not allow pets.  ***************************************** For further insight regarding your deposit, please directly contact the property. 

      Customer Answer

      Date: 08/20/2024

       
      Complaint: 22166788

      I am rejecting this response because:

       

      You may not allow pets however my emotional support animal with valid paperwork was allowed for my 2 month stay until your GM decided he wasnt. Claiming the person who checked me in was new and didnt look at the paperwork good enough. I came in days before as previously stately to ensure my paperwork and the room I wanted to acceptable. 

      Also there was no damage or trash left. 

      To charge me a pet cleaning fee is absurd because nothing special other your standard cleaning had to be done to prepare the room for the next guest. 

      Sincerely,

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

      Business Response

      Date: 08/21/2024

      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.

      For further insight regarding our animal policy please contact the manager.

      Customer Answer

      Date: 08/21/2024

       
      Complaint: 22166788

      I am rejecting this response because:

      Stating your policy has nothing to do with keeping my security deposit. 

      The security deposit is to cover any damage
      to the room. There was no damage or trash left in the room. I have video proof of the condition I left the room in. 

      Determining 2 months after the fact that my paperwork is unacceptable because your GENERAL MANAGER didnt train her staff properly or do her due diligence is horrific.

      Sincerely,

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

      Business Response

      Date: 08/21/2024

      Thank you for choosing Intown Suites. Please contact the manager on site for further information regarding your deposit. 

      Customer Answer

      Date: 08/21/2024

       
      Complaint: 22166788

      I am rejecting this response because: The manager on site is who Im having the issue wish. **** is the General Manager and she is refusing to refund my $50 deposit. Two weeks after I checked out I called to check the status and was told by ***** (her puppet) that my deposit was held because of a pet cleaning fee. A fee that no other Intown charges (I called around). The rooms are cleaned for the next guest regardless if an animal resided there or not. There was no damage and there was no trash. 

      I stayed there for 2 months before management decided my paperwork wasnt acceptable and asked me to remove my dog. Which I did. Thats not a reason to keep my deposit. 

      Sincerely,

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

    • Initial Complaint

      Date:08/16/2024

      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 name is **** and I have a major issue with intown suites my husband is staying at the *********************** location in *****************, the supervisor/head housekeeper is prostituting with my husband and from what I've found out she also stays on property. I have the photo's to prove what I'm saying I found them on my husband's phone. I don't understand how an employee at that a supervisor would be going around the property prostituting underneath you guy's eyes. I'm hurt and I'm trying to handle this like a lady but if no one continues to do anything I will confront her my self. I have contacted the office and I keep getting the run around. I will attach the posting she is posting online for intown suites with her pictures on it. I found all of this in my husband's phone.

      Business Response

      Date: 08/23/2024

      Thank you for choosing InTown Suites.  Thank you for bringing this matter to our attention, your concerns are being investigated.  

    • Initial Complaint

      Date:08/15/2024

      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.
      I have been staying at Intown Suites here in ******** for 3 years now because it has the best rates around. In the past month I've had more problems than the rest combined but it is one specific issue that I feel the need to complain about here. I've had the same TV for all 3 years I have been here and it wasn't new to begin with so it's at least 4 years old. Outside of some minor difficulties with the remote I haven't had any problems until this past Monday. I was watching a movie and the screen started blinking with lines on the top half. It also affected the tint on the entire screen no matter which input I had it on. It has continued every few seconds for the last several days, very annoying and distracting. I went to the front desk, they said they would send the maintenance guy by, and he quickly came and left. The answer I received later that day (only after going to the front office and calling several times) was that I must have banged the TV against the wall and it was my own fault, so I was responsible for replacing it. The TV has been permanently mounted to the wall since before I arrived 3 years ago and the only movement has been on that swivel mount, so the "maintenance" guy is obviously and completely wrong. Then I was also told today that they had no replacement TVs but new ones "may" be coming in "soon", but that even then I would have to wait until the TV "completely" broke. The TV is just wore out and I don't necessarily want a brand new one, just a fully functioning one the same size. I feel I have no where left to turn, because the "maintenance" guy they have now hasn't ever fixed anything. My name is ***************************** and my folio # is *****. I think that, since I haven't missed or been late with a payment in 3 years and I have dealt with each rate raise without complaint (plus that I pay a $3 technology fee every day), I should receive better service.

      Business Response

      Date: 08/23/2024

      Thank you for choosing InTown Suites.  Please contact the manager for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

      Customer Answer

      Date: 08/23/2024

       
      Complaint: 22145691

      I am rejecting this response because:
      I have already contacted the on site manager and have yet to receive a fully functioning TV. This is unacceptable and I would also demand a reenbursement or at least a credit for the daily "technology fee" I have had to pay for the last 3 weeks. I urgently await your response. 
      Sincerely,

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

      Business Response

      Date: 08/23/2024

      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: 08/23/2024

       
      Complaint: 22145691

      I am rejecting this response because:
      I am aware of the no refund policy, however the agreement also stated I would have a 43' HDTV. Since you're not keeping up your end I believe that is null and void. Get me a TV and then we'll talk about how much you owe me. 
      Sincerely,

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

    • Initial Complaint

      Date:08/14/2024

      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.
      Aug.1,2024 my room was maintenace without knowledge or warning due to electrical problems. Lost $200 worth of food . Requested refund for food and reimbursement for the room being on premium list it was higher priced than the regular rooms. It also came with a deposit and the room was altered due to wiring construction. Due to shining light on the inhabitable living circumstances in multiple rooms such as black mold water damage , electrical problems, sewage problems. Due to shining light on these circumstances ******** was wrongfully forced out of her hotel living space with a child whom is attending school. There are multiply witnesses to help with story . please contact ************ for pictures and videos

      Business Response

      Date: 08/15/2024

      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: 08/15/2024

      Hello,

       

          Please supply an official copy of the refund policy as referenced.

       

      Many Thanks,

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

      Business Response

      Date: 08/19/2024

      Thank you for choosing InTown Suites.  We are apologetic for the concerns you experienced.  
      When you booked your lodging choice, if you paid a third-party vendor (Expedia.com, Hotels.com,Priceline.com, etc.) you will need to request a refund from the vendor you paid.  If you paid directly to InTown Suites, please note according to the guest agreement signed at the time of check-in InTown Suites has a no-refund policy.

    • Initial Complaint

      Date:08/05/2024

      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.
      We went to pay for another day and the gentleman working in the office told us one price just to find out that he quoted us wrong and now they want us to pay the difference before 6:30 this evening. I dont think its right that we have to pay the differences when he told us that price in the beginning

      Business Response

      Date: 08/06/2024

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

      Customer Answer

      Date: 08/06/2024

      The phone number that they provided was no help whatsoever, it was the reservation line and all they could say was to go to the website and file a complaint 

      Business Response

      Date: 08/07/2024

      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: 08/07/2024

       
      Complaint: 22097101

      I am rejecting this response because:
      I feel at this point Im the company is trying to put me on the back burner. I would like to be compensated for half of what it cost me because I feel like they are beating around the ****. I will never stay with them again nor will I ever refer anyone to them.
      Sincerely,

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

      Business Response

      Date: 08/08/2024

      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: 08/08/2024

       
      Complaint: 22097101

      I am rejecting this response because: We will never stay with yall ever again nor will we recommend yall to anyone. I have never seen a company that would rather lose customers than to make it right.

      Sincerely,

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

    • Initial Complaint

      Date:08/05/2024

      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.
      I spent ****** an after the second day staying in the location I stepped on old broken needle that impailed my foot while i was in my hotel room the management has so far done nothing the room is extremely dirty and smells moldy. They haven't even offered a change in room or hotels I'm at a loss because I spent my last to even stay here everything about this location is extremely unprofessional an highly un sanitary and I guarantee any other customer feels the same.

      Business Response

      Date: 08/06/2024

      Thank you for choosing Intown Suites. We apologize that you did not have a pleasant experience. Please contact the manager for further assistance with your concerns. 

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Made a reservation at this property and the weekly special on the website stated that the rate was good until 09/30 but when It came time to renew my stay the following week I was no longer getting the $50 off special. This is false advertising. My folio number is *****.

      Business Response

      Date: 08/06/2024

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

      Customer Answer

      Date: 08/06/2024

       
      Complaint: 22093556

      I am rejecting this response because: doesn't address concern of false advertising.

      Sincerely,

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

      Business Response

      Date: 08/06/2024

      Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight concern. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

      Customer Answer

      Date: 08/06/2024

       
      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:08/03/2024

      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.
      I was denied stay after reservations was previously for 2 adults. Refuse my stay because of a 6 month old baby said it was to many people gone be in the room ******** Location. *************** was not polite at all ??. Made reservations at the ************ location. Arrive about 4:15 no one never came to the office nor answered the phone. While still waiting because i needed somewhere to lay my head finally called the after hour number she answered stating her system had been down all day and shell return by 6:30. With a nasty attitude as well saying go to the Rigeway location i dont have no room available. Due to the fact i was denied a place to stay at both locations. I was still charged for a nights stay at 7:00 time of the office closing. Who do i contact for a refund. Because how do i get charged when reservation had to be canceled 48 hours before? And didnt stay at neither property?

      Business Response

      Date: 08/06/2024

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

    • Initial Complaint

      Date:07/30/2024

      Type:Facilities 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 checked in yesterday and discovered this facility has roaches. I called the receptionist and they let me see another room but it was worse. They offered a refund but it would take 7 days and I need my money back now. They woke me up at 7am this morning to spray and I asked if the spray would affect my asthma and they said no and it did. I have to be out in my car due to the smell or the spray.

      Customer Answer

      Date: 07/30/2024

      I have gotten my refund from them, will be moving this to a review to share my experience.

      Business Response

      Date: 08/06/2024

       

      The guest was refunded the entire amount that he had paid in cash that day.

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

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