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:05/30/2023

  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.

  On May 26th, my family and I returned to our hotel rooms for the evening. Unfortunately, we discovered that our room keys were not functioning properly. We promptly went to the front desk seeking assistance. There was no one at the front desk to assist. However, despite calling corporate and waiting for 45 minutes, a staff member didn't show up until much later. When a woman finally emerged from the back office, she was visibly annoyed as if we had disturbed her. She asked if we were checking in, with an attitude to which in unison we responded that our keys weren't working. She then exclaimed that she didn't have "time for this shit" and promptly returned to the back room, leaving us feeling helpless.
  
  At that point, we attempted to knock on the door to her office, called corporate again, and ultimately decided to call the police. Upon their arrival, the police informed us that the woman had the right to refuse to let us in and that we would have to leave the property. We were not content with this answer, as we had personal belongings in the rooms. We spoke with the officers and demanded that we retrieve our belongings. The officers escorted us to our rooms so we could retrieve our belongings before leaving the property.
  
  We were all extremely furious about what had transpired. The staff member who had dealt with us was asleep on the job and behaved rudely, disrespectfully, and unprofessionally. We contacted corporate to report the incident, but wanted to ensure that there was a thorough investigation into the matter. We also requested that someone review the video footage of the staff member's behavior. We firmly believe that she is unsuitable for a job in hospitality, and should be dismissed from her duties at your establishment. We would also like a full refund.

  Bureau Response

  Date: 05/30/2023

  Paulina *******
  
  *** ****** ***** **
  *** ****** *** *****
  
  
  
  
  
  Dear Paulina *******:
  
  
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 5/29/2023 against Sleep Inn.  For your records, this complaint was assigned ID ******** in our system.
  
  
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  
  Please provide receipt and full address of business (if not on receipt).
  
  
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  Thank you for your prompt reply.
  
  

  Sincerely,

  
  

  Heather ****** 
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Customer Answer

  Date: 05/30/2023

  Sleep Inn

  **** ******** **
  
  ******** ** *****

  Bureau Response

  Date: 05/30/2023

  Bam *****
  Sleep Inn 
  
  **** ******** *****
  ********* ** *****
   
  
  
  
  Dear Bam *****:
  
  
  
  Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 5/29/2023 and was assigned an ID of  ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.
  

  
  
  

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

  Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  If you should have any questions or concerns, please do not hesitate to contact me.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Paulina *******
  
  *** ****** ***** **
  *** ****** ** *****
  
  
  
  Daytime Phone: ###-###-####
  E-mail: ****************
  
  
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  On May 26th, my family and I returned to our hotel rooms for the evening. Unfortunately, we discovered that our room keys were not functioning properly. We promptly went to the front desk seeking assistance. There was no one at the front desk to assist. However, despite calling corporate and waiting for 45 minutes, a staff member didn't show up until much later. When a woman finally emerged from the back office, she was visibly annoyed as if we had disturbed her. She asked if we were checking in, with an attitude to which in unison we responded that our keys weren't working. She then exclaimed that she didn't have "time for this shit" and promptly returned to the back room, leaving us feeling helpless.
  
  At that point, we attempted to knock on the door to her office, called corporate again, and ultimately decided to call the police. Upon their arrival, the police informed us that the woman had the right to refuse to let us in and that we would have to leave the property. We were not content with this answer, as we had personal belongings in the rooms. We spoke with the officers and demanded that we retrieve our belongings. The officers escorted us to our rooms so we could retrieve our belongings before leaving the property.
  
  We were all extremely furious about what had transpired. The staff member who had dealt with us was asleep on the job and behaved rudely, disrespectfully, and unprofessionally. We contacted corporate to report the incident, but wanted to ensure that there was a thorough investigation into the matter. We also requested that someone review the video footage of the staff member's behavior. We firmly believe that she is unsuitable for a job in hospitality, and should be dismissed from her duties at your establishment. We would also like a full refund.

  
  

  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   

  
  

  
  

  Additional Comments from Consumer:
  
  

  Sleep Inn

  **** ******** **
  
  ******** ** *****
  
  

   

  
  

  
  

  Bureau Response

  Date: 06/06/2023

  Bam *****
  Sleep Inn 
  

  **** ******** *****
  ********** ** *****
  
  
  
  
  Dear Bam *****:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 5/29/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Paulina *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Paulina *******
  
  *** ****** ***** **
  *** ****** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: ****************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  On May 26th, my family and I returned to our hotel rooms for the evening. Unfortunately, we discovered that our room keys were not functioning properly. We promptly went to the front desk seeking assistance. There was no one at the front desk to assist. However, despite calling corporate and waiting for 45 minutes, a staff member didn't show up until much later. When a woman finally emerged from the back office, she was visibly annoyed as if we had disturbed her. She asked if we were checking in, with an attitude to which in unison we responded that our keys weren't working. She then exclaimed that she didn't have "time for this shit" and promptly returned to the back room, leaving us feeling helpless.
  
  At that point, we attempted to knock on the door to her office, called corporate again, and ultimately decided to call the police. Upon their arrival, the police informed us that the woman had the right to refuse to let us in and that we would have to leave the property. We were not content with this answer, as we had personal belongings in the rooms. We spoke with the officers and demanded that we retrieve our belongings. The officers escorted us to our rooms so we could retrieve our belongings before leaving the property.
  
  We were all extremely furious about what had transpired. The staff member who had dealt with us was asleep on the job and behaved rudely, disrespectfully, and unprofessionally. We contacted corporate to report the incident, but wanted to ensure that there was a thorough investigation into the matter. We also requested that someone review the video footage of the staff member's behavior. We firmly believe that she is unsuitable for a job in hospitality, and should be dismissed from her duties at your establishment. We would also like a full refund.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Sleep Inn

  **** ******** **
  
  ******** ** *****

  Business Response

  Date: 06/19/2023

  Hello, we take this complaint extremely seriously. There is absolutely no reason for an associate of ours to act in this manner. It is not professional and goes against every single one of our policies. Our management team is reviewing the footage of the time mentioned and will then determine next steps. We want to offer our sincerest apologies. I understand this may not be sufficient for the time being, but rest assured we are looking into the matter and will reach out if we have any questions. Thank you for your understanding

  Bureau Response

  Date: 06/20/2023

  Paulina *******
  
  *** ****** ***** **
  *** ******** *****
  
  
  
  
  
  Dear Paulina *******:
  
  
  
  This message is in regard to your complaint submitted on 5/29/2023 against Sleep Inn.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Sleep Inn. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Hello, we take this complaint extremely seriously. There is absolutely no reason for an associate of ours to act in this manner. It is not professional and goes against every single one of our policies. Our management team is reviewing the footage of the time mentioned and will then determine next steps. We want to offer our sincerest apologies. I understand this may not be sufficient for the time being, but rest assured we are looking into the matter and will reach out if we have any questions. Thank you for your understanding

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I am not completely rejecting the response but I will await further communication from the company on the resolution.  Someone from the company tried to offer some reward points but that is not acceptable.  I will await their response.  

  
  
  
  Sincerely,
  
  
  
  Paulina *******

  Bureau Response

  Date: 06/21/2023

  Bam *****
  Sleep Inn 
  

  **** ******** *****
  ********* ** *****
  
  
  
  
  
  Dear Bam *****:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 5/29/2023 by Paulina *******.  This complaint was assigned ID *********
  
  
  
  Why am I receiving another letter regarding this complaint?
  
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  
  
  How do I see the new information?
  
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  What should I include in my response to the consumers rebuttal?
  
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  
  
  
  How many more times will I have to respond to this complaint?
  
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  
  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  MESSAGE FROM CONSUMER:
  
  
  
  

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not completely rejecting the response but I will await further communication from the company on the resolution.  Someone from the company tried to offer some reward points but that is not acceptable.  I will await their response.  

  
  
  
  Sincerely,
  
  
  
  Paulina *******

  Bureau Response

  Date: 07/13/2023

  Bam *****
  Sleep Inn 
  

  **** ******** *****
  ********* ** *****
  
  
  
  
  
  Dear Bam *****:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 5/29/2023 by Paulina *******.  This complaint was assigned ID *********
  
  
  
  Why am I receiving another letter regarding this complaint?

  
  

  This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  
  
  How do I see the new information?
  
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  What should I include in my response to the consumers rebuttal?
  
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  
  
  
  How many more times will I have to respond to this complaint?
  
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  
  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  MESSAGE FROM CONSUMER:
  
  
  
  

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I am not completely rejecting the response but I will await further communication from the company on the resolution.  Someone from the company tried to offer some reward points but that is not acceptable.  I will await their response.  

  
  
  
  Sincerely,
  
  
  
  Paulina *******

  Business Response

  Date: 07/31/2023

  We have no record of any guests being thrown out by police unless they violated any state or federal laws. We have pulled aside the employee for additional training on guest satisfaction. The member of the staff apologizes for anything you may have experienced and we have offered points as a sincere apologies for the way anything was handled. Thank you.

  Bureau Response

  Date: 08/02/2023

  Paulina *******
  
  *** ****** ***** **
  *** ******** *****
   
  
  
  
  Dear Paulina *******:
  
  
  
  This message is in regard to your complaint submitted on 5/29/2023 against Sleep Inn.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Sleep Inn. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  We have no record of any guests being thrown out by police unless they violated any state or federal laws. We have pulled aside the employee for additional training on guest satisfaction. The member of the staff apologizes for anything you may have experienced and we have offered points as a sincere apologies for the way anything was handled. Thank you.

  Bureau Response

  Date: 08/07/2023

  Bam *****
  Sleep Inn
  **** ******** *****
  ********* ** ***** 
  
  
  
  
  
  Re: ID * ******** - Paulina *******
  
  
  
  Dear Bam *****:
  
  
  
  Thank you for your recent response to Paulina *******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 08/07/2023

  Paulina *******
  
  *** ****** ***** **
  *** ***** ** *****  
  
  
  
  
  
  Re: ID * ********* Sleep Inn
  
  
  
  Dear Paulina *******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####