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:09/25/2023

  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.

  Me and My husband went and stayed at the Trident Inn and Suites. Apon arrival, when we walked into our room cockroaches were in the microwave. Well I went to the desk to speak with the manager and he agreed to move my room. We get into our other room and it had Black Mold. But it was almost 2 a.m. and we just decided to sleep. We wake up that morning to that lady at the front desk screaming in the hall at me. Yelling that she is taking my deposit. So I proceeded to go to the desk to find out why, and she was completely rude. So we left, did not get our deposit back. She would not let me speak with the manager, so I called him the next day and he assured me that he would refund my deposit since I had such a terrible experience. I called today to see why he hadn't issued my return and he proceeded to tell Me that I am not getting my deposit back. This business either needs new owners or to be shut down. It's absolutely disgusting. Their was roaches on their breakfast food. I would hate for a child to eat what the offer. Please help me get my deposit back that I am rightfully owed!!

  Business Response

  Date: 09/25/2023

  To whom it may concern:

  Good morning. ******************** came to our business for a one night stay on September 9, 2023 @9:30pm her stay was until the morning of  September 10, 2023. I checked this family in. About an hour later I was informed they saw a ***** in the room, never told me where they seen the ***** or provided pictures to back up what they were saying. However without hesitation I moved them to another room. I never heard back from this guest the rest of the night into the morning as I worked the whole night at front desk. The next morning I received a call from my front desk agent saying we had an irate guest yelling which I could hear over the phone. The complaint about mold came after the agent informed ******************** that she was not getting the ***** incidental fee back due too her violating our policy of not checking out on time which was backed up by or closed circuit TV.  Once again there were not any pictures provided to me or my staff. We did a check of both rooms and found nothing of what ******************** indicated. She did call and I agreed to look into the matter once I looked at all the evidence, ********************** proceeded to call everyday yelling over the phone threatening me and my staff on what she would do if we didn't give her the deposit back. This is in my opinion another way to bully our establishment. She called again this morning with more threating words and now this. This seems to be a customer that feels rules don't apply to her and if she violates them nothing should happen and if it does come with consequences she will do whatever it takes launch a smear campaign.