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Hotels

Intown Suites Hotel (all locations)

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Complaints

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

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/29/2024
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.
This is in conjunction to my previous complaint with the Inn Town Suites - **************** . I contacted corporate per their instructions on the website via email , was told that I would get a response within 72 hours . It has been a week and havent received any response to the incidents that occurred . As a hotel guest I can only conclude that these business practices are reflective of the company as a whole and that they condone such behavior and discrimination .
Business Response
Date: 08/07/2024
Thank you for choosing InTown Suites. Please provide further insight so that we may better address your concerns.
Initial Complaint
Date:07/29/2024
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 have been living a nightmare since moving back into this h*** - intown suites on capital in ******* nc - first was in ***** infested disgusting room - then moved to room where toilet is broke and cant be used - no one cares to fix it - the on property employees play on the phone when you call them for help - DO NOT STAY AT INTOWN SUITES EVER. will be moving soon as possible. The health department needs to close the place down! Reporting all to nchhs - this week with video - they are paying for homeless families to stay here and the public needs to see what these families are being put in. SHAMEFUL
Business Response
Date: 08/06/2024
Thank you for choosing Intown Suites. Please provide further correspondence and photos of your concerns so that we may better assist you.
Initial Complaint
Date:07/29/2024
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.
This property is ***** infested, instead of extermination they flush them with chemicals at random causing a tsunami of ***** activity, extremely deplorable conditions, unauthorized entry at anytime even at midnight.Extortion, embezzlement and fraud, charging guest based on attitude of employees. Retaliatory actions for complaints and concerns, including damages to personal vehicles and non renewal of extended stay, ejecting guest at will to gain control of belongings.This place should to condemned and shut down it is not fit for public use. Children should NOT stay in the property. Posted Business hours are 11am-7 pm but office personnel are only available to collect payments 11am-1pm. No one is available after 1pm! They have employees that intimidated and monopolize the guest by not being available and then charging $30-50-60 in late fees depending on the current desk clerk. There are no other options for recourse or guide to follow for resolution! Find somewhere else to go, is what the desk clerk says is their way of handling discrepancies! Its unbelievable!
Business Response
Date: 08/07/2024
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:07/26/2024
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.
So I have been staying here since Wednesday July 17th 2024 when I first arrived *** checked me in first he said the system shouldn't of allowed me to even book the room because it wasn't clean and ready to go it was 630 at night I accepted the room once he said he would have maintenance come on Thursday the 18th to fix the problems such as shampoo the carpet because that hadn't been done yet so anyways I accept the room *** again gets told maintenance would come by the next morning. The next morning comes maintenance doesnt come until approximately 3:44pm ( I had a Webcam on my monitor set up at the time ) maintenance does enter my room 333 *** maintenance goes through my personal items and plugs in the hotel phone that's all maintenance does maintenance doesn't fix the broken stove maintenance doesn't shampoo the carpet maintenance doesn't put a screen in my window. Ok fast forward maintenance doesn't do anything so I spend my own money on an electric skillet so I can cook as the stove doesn't work . The bed has literal sunken spots in the bed like it's been used that much I pay $400+ a week a decent bed to lay on isn't that hard a screen for my window on the 3rd floor in the middle of summer isn't a hard ask. The ac looks like it's never been dusted and all I asked for was a screen. These other things I was willing to look past but the fact I asked for a screen for my window and my request was denied when there's literal fire violations all throughout this building is wild . No I didn't pay for "premium room' just a standard room but the fact that the beds reeks of pee and has sunken dents in it is not acceptable and I can't get a screen for my window is wild. I hope this business gets looked into I'm pretty sure I'm not the only one laying on a mattress that should of been thrown away years ago. I am willing to do whatever it takes so that another single mom don't get puts in a busted room because someone thinks she's an easy lick ??
Business Response
Date: 08/05/2024
Please provide the registered guest folio # and name of the manager so that we may better assist you.
Initial Complaint
Date:07/24/2024
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.
Arrival: 07/03/2024 Departure: 07/10/2024 According to in town suites contract verbatumly, a damage deposit of $50 may be charged at check in for cash paying guests. Guests paying via credit card will NOT be charged a cash deposit but will be required to place a credit card on file to cover the costs of any damages found in the room after vacating. With that being said, I was immediately charged a $50 deposit upon checking in even thought I paid with a credit card in my name. I was told that upon checking out I would be reimbursed the $50 after 10 business days and it has been far over 10 business days and still no refund of the deposit that I wasnt supposed to be charged for in the first place according to our signed contract. I paid for a 7 day stay, but ended up leave two days early because of Hurricane ***** causing seepage, flooding, mold and damage to my family items during our stay. The condition of the room was unlivable due to no electricity, flooding and bugs. According to the contract, guests should receive housekeeping once every 7 days. I never once received house keeping. Not even when the room flooded completely with water. When I went to the front desk to receive assistance from maintenance , I was given four towels to dry up a very flooded room filled with debris and bugs and no lights!!! I Never was offered a mop, a broom, or anything that would be helpful to maintain the condition of the room. Why should I be expected to clean and repair a poorly maintenance when it wasnt my fault it flooded to begin with? These people pry on saying no refunds, knowing they neglect us and do not provide livable conditions or reasonable accommodations for customers, . According to the contract, I should have never been charged a $50 dollar deposit prior to checking out of the room. I have video evidence of the condition of the room before checking out and will use it take further action if I am not refunded. This is ************** of contract.
Business Response
Date: 07/25/2024
Thank you for choosing InTown Suites. Please contact the front desk for further insight regarding your deposit. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************
Initial Complaint
Date:07/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged more than they told me and refused to return the money back Check in June 8, 2024 Check out in July 6, 2024 I have taken 2 rooms 208 & 333, each for 4 weeks (total 8 weeks) and paid them in full on June 8, 2024 plus 50$ insurance money to be refunded to credit card after checking out.-Firstly, During the online reservation (reservation was done on March 18 on the reception office by the reception manager - I think his name is ****** but not sure) the reception manager told me that Id get extra discount for booking 2 rooms , each for 4 weeks and the discount would be applied during check in but it didnt happen.-Secondly, from the first week, room 208 had a bad odor and I asked them several times to fix it but they didnt take any action so that I asked them to check out earlier than July 6, 2024 but they refused to refund the money for the remaining weeks so that I checked out on July 6, 2024.Thirdly, water was disconnected for 4 hours every couple of days.-Fourthly, the hotel hasnt returned the 50$ insurance money yet and when I talked to the receptionist, I was answered that there were some trash on the floor but Im sure that there wasnt and even if, thats the housekeeper role to clean after each guest not the guest especially that there was no damage from the guest.-Finally, *** tried to call several times and tried to escalate to the hotel higher management level with no answer and I opened a claim through their website twice and every time I asked them to call me and gave them my number but no body feedback yet neither by phone call nor by email.-All evidences are available upon request
Business Response
Date: 07/24/2024
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: 07/24/2024

Complaint: 22033152

I am rejecting this response because:
The reception man told me that 50$ would be refunded back after checking out
they were taken as a kind of insurance

Sincerely,

***********************
Business Response
Date: 07/24/2024
Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight inquiry. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************
Customer Answer
Date: 07/24/2024

Complaint: 22033152

I am rejecting this response because:
the front desk tells he wouldnt refund the 50$ because there was a trash in the floor furthermore he doesnt speak in a good manner
Im sure there wasnt trash in the floor furthermore, even if there was trash, the housekeeper is responsible to take care of it not the guest

Sincerely,

***********************
Initial Complaint
Date:07/06/2024
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 made a reservation at the In town Suites *********** on June 24th of 2024. I was provided a folio number of *****. It was to extend my stay the following Friday from, 06/28 to 7/05. On Friday, once at the front desk, I was told that they don't have a reservation for me. I was told to call the 3rd party reservation line. I did and confirmed that they had my reservation and were trying to send it to the system of the front desk to get checked in. The front desk woman told me that they did not receive anything at first, then the phone representative sent an email. The lady at the front desk admitted to seeing the email but told me that she couldn't create my reservation this way. I ended up having to make a new reservation. The policy of this Extended stay hotel's property, is to charge the card the first night's stay 2 days prior to check-in. I was charged ***** on 06/26. Because the original reservation already charged my card, but ultimately had to be cancelled due to this disconnect between the companies reservation line, and at the property, this has become necessary. It's also, the companies policy to not refund the first day charged, if the reservation is cancelled on the day of chack in. I've been trying to get my money refunded for over a week. Neither the property or the reservation line will help me. I have already filled out a customer complaint on the properties site. I have yet to hear anything back.
Business Response
Date: 07/08/2024
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Customer Answer
Date: 07/15/2024
I did not receive a refund so the company has still not resolved my issue.
Their response message does not imply that they are trying to resolve anything.
Business Response
Date: 07/24/2024
Thank you for choosing InTown Suites.
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.
Customer Answer
Date: 07/30/2024
This is unacceptable. I'm demanding that the company, and it's property, be held responsible for criminal activities, including theft, and deceptive business practices.
Initial Complaint
Date:07/03/2024
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.
On September 27 of 2023 rented a room at the in ********** on Highway 6 North address is ************************************** I was told by the manager that I needed to pay a deposit at the time it seemed normal we pay deposit for all types of situations that *** merit holding a deposit I actually stayed at this location for almost 9 months since I moved out on June 19 on the day before June 18 I told the manager that I was moving out the following day according to their policy they wanted a 24 Hours notice every thing seemed to be okay until the next day June 19 While in the office completing the move out process the manager claimed that she was not able to do a refund because I didn't have the same debit/credit card that I use at the time that I checked in that location I was a little confused and surprised since she was the manager I believe that with some good will the situation should be resolved since she knew that I'm the same person that checked in to this place 9 months ago but apparently I was totally wrong she did not feel that way so she did nothing all I was asking for is the ***** dollars of deposit money that I paid her
Business Response
Date: 07/07/2024
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. *****************************************
Customer Answer
Date: 07/10/2024
I don't wish to have any contact with any members of this company,
If you wish to solve this situation simply ?? mail me a refund for ***** dollars at the address on file
( P.O box 657 Spring TX ***** )
Thank you for your attention to this matter
Best regards
**********************;
Business Response
Date: 07/11/2024
Thank you for choosing InTown Suites. The property will give the guest a cash refund for his $50 deposit at the property.

Customer Answer
Date: 07/11/2024

Complaint: 21941089

I am rejecting this response because:

Sincerely,

***********************
I don't want to return to any in Town properties anywhere.
I'm trying to make it easier for them to do what is right .
Mail me a check
If that is too difficult then I will respectfully recommend that this company consider other types of business
Thank you for your attention to this matter
Best regards
**********************;
Business Response
Date: 07/12/2024
As stated in the previous response, the property will give the guest a cash refund for his $50 deposit at the property.
Customer Answer
Date: 07/12/2024

Complaint: 21941089

I am rejecting this response because:
I stated that I don't want to ever return to any in Town Suites location
Sincerely,

***********************
Initial Complaint
Date:06/30/2024
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.
Out of all the bad experiences Ive had with a business. I would say this was the worst experience Ive ever had at a hotel for multiple reasons. And I will not stay at a Intown suites In the future For multiple reasons, I stayed at the Jonesboro location I booked my reservation and I was told if I did not arrive before 6 oclock I would not be able to check in and I would be charged for one night as a no-show Even though online it says 7 oclock It doesnt say 6 oclock They canceled the reservation. I book a new reservation and I arrived at the Jonesboro location at 1:17 PM. I took a Uber ride. After getting dropped off by my Uber when I arrived, there was a sign on the door that said we are gone. We will be back shortly. Shortly turned into over an hour I did not get checked in and they did not come and open the door until after 3 oclock so over an hour I waited outside and 92 weather when I have seizures is very hot outside then they tell me I booked the reservation the same day and I did not. I booked the reservation two days before and then they tell me in town suites overbooked. And theres no more rooms available for that price so I had to pay more than what I was originally quoted I also had a bad experience because I saw roaches in the hotel room multiple times. My experience was so bad at this hotel. I checked out early. Because I no longer wanted to stay there so I had to spend money out of pocket and book a room at a extended stay .com and what really made me check out early is I am the only one in the hotel room And the refrigerator door came flying open by itself Is a older building a older hotel so who knows what happened? In this hotel room based off of my bad expenses, I will never stay at Intown suites again I should be entitled to a full refund, but most likely thats not gonna happen Million dollar companies dont usually care about customers if they offered me one week for free, I would not stay at this Intown suites not worth the price
Business Response
Date: 07/01/2024
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:06/22/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The manager ********************* confirmed that there are bed bugs and roaches in the residence and she also had her husband and another male threaten residences on the property.
Business Response
Date: 06/24/2024
Thank you for choosing InTown Suites. The safety and comfort of our guests is of utmost importance. If a bed bug issue occurs in a guest room, we must address the matter as quickly as possible to minimize inconvenience to the guest. Once the existence of bed bugs is verified, we will refund the current weeks charges. Unfortunately, bed bugs can be moved from place-to-place easily. To ensure that bugs are not transferred to other locations, the guest is not allowed to remain on the property. We apologize for the inconvenience this concern has caused you.
Customer Answer
Date: 06/24/2024

Complaint: 21887467

I am rejecting this response because a refund was not issued the bed bugs spread from another room and was reported and the employees husband threatening was not addressed

Sincerely,

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

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