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Business Profile

Hotel Management

Mainstay Suites Choice Hotels

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:09/02/2024

    Type:Billing 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.
    On August 29th I booked a room with MainStay suites in Charlotte, I made the front desk known that the toilet was running but no one came up to check nor to fix the problem. Everyday, I went to the front desk with videos and pictures of the running toilet, On September 1st, the toilet overflowed and water pour everywhere; coming into the closets and bedroom. My property got destroyed due to the water damage, They finally switch the room once they realized the water was all throughout the room. They not only gave me a smaller room but a room that was dirty. I ask will they accommodate my stay due to the water damages but they refused nor cheaper rate due to the damages. They did not tell me that they were under construction.

  • Initial Complaint

    Date:04/30/2024

    Type:Billing 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 checked into the mainstay suites hotel at 11001 Oakmont st. On 4/16/24. My reservation was originally 4/16/24-4/23/24 booked through ******* online. I was checked in by a young man who I explained my situation to that I was awaiting approval from an apartment but added extra days to ensure I had somewhere to stay. I asked if I checked out early would I get a refund for the unused nights and he said yes. I was approved my apartment 4/19/24. I checked out of the mainstays hotel at 10:45 AM on 4/19/24. The woman who checked me out stated she could not furnish a receipt since I booked through ******* but confirmed again that I would be refunded for unused nights. She stated I needed to contact ******* to get the process going. I contacted ******* 4/19/24. The customer service agent could not reach anyone at the hotel but stated they would continue trying for 72 hours. 4/20/24, I asked for an update and they were still attempting to reach someone at the hotel. 4/21/24, ******* sent me an email closing out my claim stating they could not reach the hotel. I called the hotel and spoke with Rich. He stated they do not issue refunds at all. This is the FIRST time I have ever heard of this. I made sure I was very clear before I checked in and when I checked out about getting my money back. The customer service is very poor and he had an attitude! This company is shady and does not care about paying customers. I picked up my life to move to Kansas and have not received my first paycheck so every dollar I have is very valuable to me and the fact that they expect me to donate my money for services not used is ridiculous and a predatory business practice. The hotel wreaks of urine and it was clearly not cleaned when I got to the room. People are constantly playing loud music in several rooms and cops were called for disorderly conduct twice in the short time I was there. I did not feel safe there. I request I be refunded for the $59 x 4 nights (4/19/24-4/22/24) I did not use.

  • Initial Complaint

    Date:07/12/2023

    Type:Billing 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.
    7/6/2023 My husband and I stayed at this hotel by booking it with my Choice Hotels membership. The room was not great. No breakfast was provided, the bed had only a sheet on it, so I had to ask the front desk for a blanket. It had a slow draining bathtub, the shower head didn't work. It had bugs, smelled like cigarette smoke, and the lobby smelled like old food. It was also grubby on the walls, doors and outlets. The front desk knocked very loudly on our door at 9:45 to "make sure we were checking out today", and telling us checkout was at 11:00. We had the DO NOT DISTURB sign on our door, and the wifi didn't work in the morning. When I told the front desk, they made excuses and said they hoped we'd come back and the next stay would be better. I tried to leave a review, but there is no way to do so! I emailed choice hotels specifically asking to leave a review and they said it wasn't possible, and that they would comp me with 8,000 points to make up for it, then used a member number that wasn't mine. The email they replied with was from "Auto Customer Care" and every reply has been from a different person.
    We paid $115.61 and I would like a full refund and access to a website review to warn others off. Somehow the reviews I found were all great and said the rooms were clean and the staff accommodating.
    The Choice Hotels confirmation number is: ********

Mainstay Suites Choice Hotels is NOT a BBB Accredited Business.

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