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Business Profile

Hotels

Country Inn & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 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:04/22/2024

    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.
    I want to bring to your attention the horrible experience I and my 3 yr old grand daughter experienced over this weekend.
    Put in room 101 that the guy that checked me in knew the heat wasn't working. When I went to desk after several attempts to get it to turn on. I let him know and he said yeah I knew this 2.5 weeks ago. Moved me to room 104 the Frig and Microwave didn't work. Plugged in and didn't work. Found trash on floor up against bed boards. A curler near the heater. Window screen clearly cut from top to bottom. Window doesn't latch and had a bar in window well to keep it from opening. Shower curtain rod falling off the wall. No phone in the room. TV remote randomly worked. Pool is green, ice cold and filthy. No skimmer working at all. Horrible smell of paint or paint thinner in hallway around 5:30/6 that brought tears to my eyes. Fire alarms went on and off starting around 7:30 pm until 11 pm. Again at 4 am and then around 5:15 am waking my 3 year old granddaughter both times, who was terrified is when I finally said enough is enough. Went to the front desk to complain. Very apologetic however offered no compensation for the poor experience. Went back to the room packed up and checked out by around 6 am at which time demanded a refund. Was told manager will email with the adjustment. I demand a refund. I work hard for my money, had what I thought would be a fun weekend with my grand swimming turned into a horrible time. I will be contacting Radisson Hotel Corporate about my experience as well.

    Customer Answer

    Date: 05/06/2024

    Thank you for your email and help with trying to contact ******* *** * *******  I sent emails to ****** ****** *** ********* and did hear back from Choice.  They refunded my money and assured me that the hotel will be visited and corrections would be made .

  • Initial Complaint

    Date:06/02/2023

    Type:Customer Service 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 arrived at aforementioned hotel, excited to celebrate my daughter's birthday. ** * ******** * *** *** * ******* ***** *** *** *** *** ******* We arrived about 5pm on April 22nd. We go to check in and the man states oh the ******* is broken in that suite and the rest are rented. We were devastated so he proceeded to talk to a woman I couldn't see. He finally comes out and states we believe we can fix it, can you come back in 45min. As we needed to eat still we thought no big deal we will go eat and come back. We arrived back way past the 45min at 7:45pm. At this time we were advised they were just finishing up cleaning so we went and stood by the door while we heard vacuuming and then he said he needed to mop. By the time we got settled in it was almost 9pm. The bed didn't have anything but a bottom sheet which had an ant on it. There was a tiny yet visible ant half alive on said bedding. The bathroom was not clean nor was the rest of the room. There was excessive stains on the carpet and I even had to clean a tiny spot of blood off the bathroom door. Not to mention the bathroom sink drain barely worked. I am including pictures. What I don't understand is if it could have been fixed, then why not fix it before I got there? I have called numerous times but the manager is conveniently never there or in a meeting and I never get called back. This room was discounted from $*** to $*** however when paying that much I guess I expected better quality. I will say staff on hand that night were very kind and did the best they could. I feel like my daughters trip was affected by this and I want my full refund.

  • Initial Complaint

    Date:12/01/2022

    Type:Customer Service 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.
    I booked a two night stay through **********. Check-in 11/23, check-out 11/25/2022. The first night there, 11/23 I was awakend in the wee hours of the morning with severe itching. The bed had bed bugs. I went down to the front desk around 4:30 or 5 am and advised the front desk clerk. I offered to show her the bites and the welts from those bites. She stated that was not necessary. She advised she would move us to a different room and provide a discount on my reservation for my inconvenience. On 11/25 when I checked out I asked for a detailed invoice. When I got home, I could not find the discount given so I tried to call the hotel. No one seemed to answer the phone so I called the regular reservation 800 number. They stated that since I booked through **********, I would have to contact them for my refund. I have never heard of this before. I have booked many reservations this way and have never had to contact them when I had a problem with the hotel. Anyway, it has been over a week and my last response today from ********** is they are still working on it. The hotel does not want to refund any of my money. **************** bug bites are a serious issue for me. Those bites bothered me for 3 to 4 days after I came home. I am not asking for a full refund but I believe a refund of one night is owed for my trouble.

Country Inn & Suites is NOT a BBB Accredited Business.

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