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:03/23/2023

  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.

  I was visiting the hotel during my stay for a surgery at ****** ****. I was given a room that was down stairs and no elevator was provided for my stay. After surgery I am not allowed to utilize stairs, but the hotel refused to change my room. I also requested that I not recieve room serve due to the fact that during my stay I would have biohazard needles and medications that are controlled substances. The hotel refused to allow me to not have room service and every day they attempted to come into my room despite my request for medical reasons. I had a room with a pet and signed a pet policy and paid the $125 deposit happily. The hotel charged me an additional $200 for the room that was not noted on the pet policy and was discussed to me in person or upon check in. I asked what the charge was for and they stated carpet cleaning. This was prior to my check out even occurring and without any inspection of the room. So the charge was for no reason as the management nor any work inspected the room at all. They just charged me. When I contacted the manager prior to my check out she was extremely aggressive and hostile. I asked why I was being charged both $125 and an additional $200. She said the $125 was for steam cleaning and the $200 was also for carpet cleaning. She refused to answer why I was being charged for 2 carpet cleanings. Keep in mind this was taking place 3 days before checkout with no room inspection. She screamed "too bad I'm not explaining anything to you, bye!" And then hung up the phone. This has been the most unprofessional stay I've ever had. This hotel caters to veterans going through treatments at medical facilities and they treat their patrons incredibly poor. It is cheaper and more pleasant to stay at an off base hotel. As a service member and a patient I feel like I was over charged, taken advantage of, and treated with such disrespect and disregard. This hotel is trash and the management is beyond appalling.

  Business Response

  Date: 05/07/2023

  Thank you for the opportunity to respond to a guest’s concern regarding her recent stay at Navy Lodge Bethesda, Maryland. The Navy Lodge Program and all its associates work diligently to  provide a clean and comfortable stay to all its guests while they are away from home. As an  added benefit, most Navy Lodges also allow for cats and dogs up to 70 pounds to stay in a  guest’s room. Guests who check in with a pet are charged a general cleaning fee, which varies  depending on the length of the guest’s stay. 

  In regards to the specific concern by the guest that her room wasn’t located near an elevator for  her stay, her room was on ground level, very close to an exit that didn't require stairs to enter or  exit. In addition, Navy Lodge associates complied with her request not to clean or enter her room  daily. However, per policy, they are required to enter a guest room every five days. When the  Navy Lodge Bethesda staff entered the guest’s room on day five of her stay, it was noted that her pet was uncaged and had defecated on the carpeting. Since pet waste is considered a bio hazard  by the Center for Disease Control because it carries salmonella and E.coli, a carpet cleaning  service had to be brought in to disinfect and sanitize the carpet upon the guest’s departure. The  guest was informed of this extra carpet cleaning charge due to pet waste three days prior to her  departure from the Navy Lodge.  
  

  If you have any further questions, please feel free to contact me directly. 
  V/r 
  ******* ******* 
  Northern/Northwest Regional Vice President