Complaints

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:04/04/2025

  Type:Billing 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 had a guest there and his car was vandalized. He called the police and they would not talk to anyone in the hotel. They told me I had to go since he was my guest. They said it was a $250 fine. They had my friend send $250 to his personal Cash app. They are doing it to a lot of people in the hotel.

  Business Response

  Date: 04/04/2025

  This guest has has multiple complaints and been caught smoking in the room on several occasions and on top of this her guest caused a major disturbance at the property. It is made very clear to guest that they are responsible for their visitors actions. That is why the fine was assessed.  The guest will not be receiving any refund due to multiple times she has caused disturbances at the property. This reservation will be the last time she will be able to extend at the property. Normally when a guest causes such a disturbance they are asked to leave immediately but I am allowing her to stay through the end of her current reservation which ends on 4/11/2025.

  Business Response

  Date: 04/04/2025

  This guest has has multiple complaints and been caught smoking in the room on several occasions and on top of this her guest caused a major disturbance at the property. It is made very clear to guest that they are responsible for their visitors actions. That is why the fine was assessed.  The guest will not be receiving any refund due to multiple times she has caused disturbances at the property. This reservation will be the last time she will be able to extend at the property. Normally when a guest causes such a disturbance they are asked to leave immediately but I am allowing her to stay through the end of her current reservation which ends on 4/11/2025.

• Initial Complaint

  Date:01/12/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 December 26 2024 I paid for a month stay at this hotel for my daughter who was escaping a domestic abuse crisis. On Jan 9 my daughter frantically calls me saying they were kicking her out because an employee said her service dogs was fake and they wanted hundreds more in fees. They locked her out of her room with her belongings and dog inside. They called police on her. They refused to refund my prepayment. My daughter has a disability recognized by the **** She has a valid and trained service animal. I feel she was targeted and discriminated against. She was left homeless with no option to stay elsewhere because they refused to refund my money.

• Initial Complaint

  Date:09/27/2024

  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.

  Occurred on 9/26/24 at 4:20CT. The General manager is fraternizing with the maintenance man who is now stating he is the assistant manager of the hotel. There was a miscommunication with my reservation and the maintenance man who is working behind the desk as a clerk was unable to provide me the proper information. He begin to become extremely rude and nasty towards me and now showing discrimination towards me. He have provided me with a new room that has no light bulbs, the air unit is not working properly and it is a down size from the room I've been staying in for the same pay . I have brought this to the general manager attention but because of her affair with this employee nothing has been done so I'm reaching out to you guys in hopes that something can be done. I also have a police report on file due to the encounter of the maintenance man harassing me.

  Business Response

  Date: 10/04/2024

  Ms. Mccoy booked through third party. Upon receiving her reservation it looks like booking oversold us for a two queen bed suite. Due to that being her booking agency booking was contacted but failed to reach out to the guest. Once the guest arrived she was informed that she had to move rooms due to an overbooking. She was not happy with having to move rooms. The guest never stated to anyone at the front desk that there was no lights in her room or that the a/c unit wasn't working. Upon returning to work on October 1st Ms. McCoy is seen walking past the desk but again failed to mention anything was wrong with her room. She's also seen again on October 2nd walking pass the desk but never mentioning anything not working. The a/c was checked and is working perfectly fine and the lights are working. I spoke with the police officer the day that the report was filed and he told me no crime was committed. The officer stated that no threats or harassments were made. He said, he's just making a report because she asked for a report to be made. I also have video footage of all interactions with Ms.Mccoy. 

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Reserved an extended stay, one *************** king suite, at Welcome Suites, 148 ************, ********, ** on 1/6/2023, for a stay 5/24-8/11/23. The confirmation number was 7AHTVQRJP. I have email confirmations dated 1/6/23, 3/23/23, 3/27/23, 4/21/23. I have phone conversations/confirmations 1/14/23, 3/23/23, 3/27/23(spoke to ***** #*****), 4/21/23, 5/19/23, 5/26/23(spoke to *****). This was for a stay for an internship, in the area, for our 21 year old son. I had also booked a single night stay for my husband and I to help the move in and then leave the next day. Our conf# 7AHTT4WZV. Both reservations were under my name and credit card to hold.We received a call on the morning of our stay on 5/27/23 (at 8:48am) that BOTH our reservations were canceled (person calling was *****).Reasons cited anywhere from maintenance issues, toilet, flooding, damage to floor. When asked if other rooms available, ***** stated NO other rooms available. They were completely sold out.When asked when the issues were resolved in next few days could he then move in for the duration. "NO" was her response. The caller (Mikea) had no sympathy at all for the damage they caused us.When I asked to speak to a manager I was told that none was available until 5/30/23.I asked for ***** to FIND a manager and have them call me asap.I was then tasked with finding a place to stay for 78 days as my son was starting his job.Since it was a short booking, my rate went up considerably, not to mention the incredible inconvenience and stress of finding a new place to stay.I did find another place (less acceptable to his needs) and it was at an additional cost of $2,210.36.I want Welcome Suites to pay that difference.I believe that they gave up our rooms and tried to come up with excuses, since they kept changing why the rooms were not available. I never got a call from a manager, but the same clerk called back at 11:59am tell me that they had one room available even though they were sold out.

  Customer Answer

  Date: 05/29/2023

  I wanted to make it clear that Welcome Suites did NOT try to make this right. They offered only one night and not like the room we had reserved for 2.5 months.

  I did everything I was suppose to do. They took my reservation, kept confirming my reservation that I had for over 4 months and then just canceled us and left us high and dry.  

• Initial Complaint

  Date:12/17/2022

  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 purchased a hotel room in O’Fallon Illinois at welcome suites. About $500 per week the room had a mist of shower holes and the entire floor the wet I couldn’t even shower in my room I notified the front desk they told me that somebody would come and check on it. I notified them again they said somebody will come check on it nobody never came and checked on it so I just went to ******* purchase the showerhead and replaced it myself I gave the receipt to the attendance at the front desk it was only about $20 and I told her that I want my money back because I help pay five dollars for a room and I haven’t showered in three days except for the sink. And I was
  Unacceptable. They gave the receipt to the manager and she told me that who told me to go and pay for a showerhead I notified her that I have been staying there for four days already I made a complaint about it that she already knew about and nothing was done. We had a disagreement and she told me that she was calling the cops because she said I had an attitude with her. The cops came they did not ask any questions they proceeded to put me out of this hotel room I have a video of it and I asked them what reason they put me out for that even have a reason just because the lady said so . I want my entire $500 back I want the $500 that I paid to get another room and I want a fuel surcharge for extra miles but I’ll drive to work because I had to relocate to a different city to get a different a better rate .

  Business Response

  Date: 01/27/2023

  The guest checked in with a young lady who he stated at the time was his wife. Not to long after check in the guest stated there was an issue with his shower. The maintenance guy as well as the General Manager tried entering into the room to look and see what was the issue. After several times of us going to the room the guest continuously declined stating he was sleeping and to come back. There were times the female stated she was taking a shower and she wouldn't allow us in afterwards. The guest was very rude and disrespectful with the general manager and staff which prompt us to have him leave the premises. The guest brought a receipt to the front desk stating we needed to refund him for fixing the shower head. I declined the offer to refund him because we tried several times to get the issue fixed but was denied entry each time.