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Business Profile

Hotels

Clarion Pointe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:03/12/2024

    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.
    This was a recommended hotel via *************** for our volleyball club. Myself and a couple of other families arrived 3/8/2024 and we were to stay until 3/10/2024. Due to a late arrival on 3/8 and an early game on 3/9, we stayed in the filthy rooms and one family had a room that smelled like weed. We tried to speak with the manager in person on Saturday but were told they were not there. I have tried to call each day since 3/9 and I am told the manager is not there or the manager only responds to email. One of the families found a bed bug in their room on Saturday. Our rooms were absolutely gross. Stains on carpet, bedding, mattress pad, ripped screens or no screens, crumbs on the floor, food / blood on the walls and floor. It was absolutely gross. We want reimbursed for our 2 nights. One of which we didn't even stay because of the disgusting environment. We are being avoided. THIS HOTEL NEEDS TO BE SHUT DOWN. It is very unsanitary and the staff are clearly avoiding speaking with us.

    Business Response

    Date: 03/22/2024

    We had 3 Volleyball teams, playing in local tournament, booked to stay with us Friday March 8 and Saturday March 9.

     

    One of the teams, lost there game Saturday afternoon and wanted to come back to the hotel at 5pm on Saturday and check out, with no charges for Saturday night. This is not how the hotel works. Check out time on Saturday is 11am.  When we advisded this team that there would be no refunds for Saturday night, they began to complain about there rooms. However they had been in these rooms for 24+ hours and hadn't had a single complaint before there team lost there game. We advised there would still be no refunds for these rooms.

     

    After they checked out they also made a complaint to the health department, who has come out to  the hotel and found none of there complaints to be valid.

    The other 2 teams that stayed the same dates had 0 complaints.

     

    We will not be issuing any refund.

     

     

    Customer Answer

    Date: 03/25/2024

     
    Complaint: 21417601

    I am rejecting this response because:  Three families from C4 15u Boost booked the Clarion *********** for March 8 and March 9th.  This was a recommended hotel through Travel Teams.  We arrived late on Friday March 8th.  Upon arrival we found the evidence that was sent in the initial complaint. We were at the courts by 7 Saturday morning.  On Saturday our 15u Boost team WON all of our games. In fact, we went on to win 2nd place in the tournament. I am not sure why the hotel report false information. I am also not sure how they would know our volleyball record. 

     While we were at the volleyball games, we learned that another team in our club had checked in and found bugs in their room.  This was one more MAJOR piece of evidence that confirmed we did not want to lay our heads in their beds again.

    We went back to the hotel, gathered our belongings and asked to speak with the manager.  We informed the lady at the front desk why we were checking out.  She said the manager would be in on Sunday (March 10). I called two times on Sunday, March 10th and asked to speak with the manager.  I was told the manager does not work on Sundays and would be in on Monday.

    On Monday, between my husband and myself, we called the Clarion *********** 4 times. All four times, we were told the manager was not available.  When my husband asked the lady on the phone for her name, he was hung up on.  This happened two times out of the four times trying to speak with the manager.

    Families work hard for their money and expect to stay in a hotel that is safe and clean for their families. As evidenced by the photos, the hotel was not clean.  It was not safe either.  The ripped out screen does not give one a comfortable feeling.  When your room is saturated with marijuana fumes, it is necessary to open your windows and air your room out so that your family doesn't breathe in the fumes (this happened to my friend).

    It is really disappointing that this business is not taking responsibility for their lack of service.

     



    Sincerely,

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

  • Initial Complaint

    Date:10/02/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Complete disaster. Being a DIAMOND MEMBER I was given a standard room, which is what I booked, but was informed I would have an upgrade to a SUITE. As I was checking in my credit card was charged ****** suddenly I was told by the young man whos English was a little hard to understand that that room wasnt available anymore, I was a little bewildered but I was super later checking in so I said ok as I was very tired from 5 hour flight and a 3 hour drive. As the young man got me the correct room, I was charged ****** a second time well my credit card declined it which kudos to them as with most CC a second charge of the same could be fraud, so I used a different card and was charged ******. As I get to my room things went from BAD to WORSE the bathroom tub had mold all around it, hole in the wall, chair broke, room smelling like animals, carpet filthy, tv wouldnt turn on then it wouldnt turn off once on and top off I woke up the next morning to a rash all over my body. The next day I asked have a different room as there was so many issues with my current room. I was told I had to speak with the manager, so I left my name and number because she wasnt in until noon. Well noon came and went no call from manageras I was doing presentations all day and didnt get back until late to the hotel again, so once again I asked for a different room and I had to speak with the manager to get one. Day 2 woke up more rashes all over my body and a smelly room. Left my name and number again to be called, no call . So in between presentations I called to speak with the manager, hummmm shes not in I left a message that I need another room, I also let the front desk know after checking,I was charged the ****** on both my cards so I need a refunded on the first card. Well after a whole week of waiting on the manager to call me, Im wondering if they even have a manager. This is by far the worse stay Ive ever had here, last year I had to endure a racially, charged counterperson

  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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 stayed at the Clarion Pointe as that was the hotel our group booking was through for our son's soccer tournament. The tournament required ** to book through a company, ***************, and we made the initial reservation on July 25 for 2 nights stay (Friday 9/1/23 and Sat 9/2/23). When we received our son's schedule and saw he didn't have any Friday games, we changed our reservation from the two nights to only 1 night (Sat 9/2/23) as did several others in our group reservation. This change was made on Aug 18 and we received our confirmation from *************** for the change. Of note, per ***************, it stated changes could be made for a full refund up to 8/28/23, so we were well within that time frame. When we arrived at the hotel on Sat, 9/2/23, the front desk said they did not have our reservation. We left to go to our son's first game, and when we returned and pushed further into it, he did find our reservation but it was still for the two nights. We showed our confirmation and he said he would only charge us for the one night. At checkout, our bill included both nights and he told us he talked to the manager and we would need to pay for both nights and contact ***************. He would not give us a contact for the manager. We were unable to contact *************** because it was Sunday. We called later that week and *************** said they would reach out to hotel. I called back a week later and was told by *************** that the hotel manager said they tried to contact us 9/15/23 to issue the refund. We never got contacted by hotel. I have issued a complaint with ************* but they said the hotel is independently owned and operated so they cannot help. Nor have I been able to get a contact number to talk to the manager myself. We just want our refund of $224 for the night we never stayed and canceled well within the time frame. Reservation#*********; *************** confirmation#XD6-481-2MD

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