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:09/27/2024

  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.

  Every time I have stayed here there has been an issue with staff. This last time the staff could not figure out how to charge my card on file. I was not around as I work here in ***** and left for the day. Due to their ignorance I was charged a 30$ late fee along with a higher charge for the room rates. When I went to the front desk to ask about this charge; that was not charged when I paid for the rooms but the following day, the hotel manager informed me that it was my card that was the issue, declining. However when I called my bank they informed me there was no attempt made from the hotel. I then went in to pay. I did not give them my card I asked them to run the card on file which was successful and processed by a different employee. Proving their ignorance on charging the card on the first attempts. Instead of the manager working with me to figure out what the actual error was, she repeatedly implied that my card didnt have enough money on it. When I asked for her bosses contact information since she was clearly unwilling to resolve the issue, I was denied and told Im as high up as you can get. Feeling defeated I left the office where the same manager told me hope you have a better day. I said back my day was fine until now. Then the manager yelled from across the room you can be out by 11 today!!!The manager wouldnt hear about the black mold complaint I had or the black flies in the room. This was the worst experience I have ever had at a hotel. Staff were unwilling to resolve any of my issues even when they caused some. I still would like to report the conduct of this manager to the owners. I feel they should be aware of how their business is being run.

  Business Response

  Date: 09/27/2024

  Thank you reaching out, after speaking with you this morning about the $30 late fee that was applied to your account due to failure to pay for the hotel room at 11am like every other hotel guest extending the stay and your card not proccessing in the termial. You started screaming and swearing at staff that is why you were asked to leave the property. As for your other concerns about the room we went back and looked at housekeeping sheets you never aloud us into the room to service it and never once brought these complaints to our attention. I have attached screenshots that show where your card did not proccess for us when you called for us to proccess it over the phone. When you spoke to the *** on the phone at the time this happened you were told that payment needed to be made by 11am. You did not make payment until 7pm.After the other party in the room came to the desk and spoke to us in a respectful manner the card was refunded for unsed stays. 

• Initial Complaint

  Date:02/18/2023

  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.

  Feb17th 2023 $95 I booked a room and found a crack needle I almost touched room 138 there was dirty Kleenex on the floor black mold I called the front desk and ***** apologized saying she will contact the manager and didnt think I should have to pay she gave us a new room that had what looked like rat s*** all over the floor black mold in the shower spiders and cobwebs everywhere we were exhausted so tried to sleep then at 1am workers were outside our room for 3 hrs shoveling and sitting in the truck playing music I asked for a refund and the manager ******* basically said to bad I gave u $10 back nevermind the risk of aids from needles

  Business Response

  Date: 02/18/2023

  The documents provided by myself show that right after she came to the front desk with her concerns we refunded her full stay. And assured her that the issues she brought to our attention would be taken care of. As for the shoveling it is the ************** and the weather is unpredictable at times.

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising 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.

  Pet friendly reservation for 10/8/22 via hotels.com on 7/13/22.10/6 on vacation, Queen City Inn called: due to them overbooking themselves our reservation had been moved. Vacationland confirmed they reservation. 10/8 call from Vacationland: THEY were overbooked, moved BACK to Queen City Inn. I called to confirm @ **** (check in is 3). I was told I threatened staff, our res ******* be honored. Argument regarding our reservation being pet friendly room. *******: no we do not need to accommodate you. Weve had owners claim they had the best dog and theres **** AND S*** everywhere when they check out. We just renovated and were not doing that. We were able to prove it was a pet friendly room. I was told if youre rude to our staff in ANY WAY you will not be allowed to stay and will be removed. Our room was filthy: false lashes over the floor, rotting food in the fridge (milk that had expired on 10/5 and an apple that was quite moldy) - stunk up the room. But due to us being threatened, I didnt make a remark. I did however record a video. I actually recorded multiple as I figured theyd try to pin some existing damage on our dog and try to make us pay.Once we returned back to our hotel room and went to bed we discovered blood marks on the pillows 10/10 Monday, spoke to the *** (*****). She promised a response by Tuesday, 10/11 or Wednesday, 10/12. I called to follow up to discover the person Id spoken to no longer has that position and the ** (*******) wasnt available. Reached out the *************************** Spoke to *******. Her voice being unique - thats who spoke to me so horribly the day of check in and threatened me. I spoke to her regardless. She told me to contact via text. I asked at for a full refund for the poor service, frustration, unprofessionalism but absolute filth and health code concern we had to deal with during our stay. Absolute radio silence ever since. I even warned them Id be contacting the BBB

  Business Response

  Date: 12/02/2022

  ***** and her guest used the room on the night of the 8th. She was told not to make more threats to the staff or she would be asked to leave that is correct. ***** received a refund of $50. She was given contact information to the ** more than once and never contacted her. 

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  I have attempted to contact them on several ocasinala  I think my documentation proves this - this is not allowing me to submit the entire email thread but I have several to show that I contacted their general email and then their GM email  with no further resolution  not to mention that I called and left several messages  I also tried to have hotels.com contact them and they wouldnt respond to them so how do you contact people that wont respond? 
  

  also my original complaint submission did not allow for the full text I wanted and had to provide a synopsis of the entire story. I did not threaten the staff they stated I did and then threatened me several times before we even checked in. 
  

  yes we stayed there because what else were we supposed to do  and no I didnt make complaints the second we walked in or even upon check out because of being threatened beforehand - who is to say they wouldnt call the cops on me for simply voicing a complaint? 
  

  we were on vacation and for bombarded with calls s******* with our reservation, told it wouldnt be accommodated that we have an animal and had to spend an hour arguing with these people, and then show up to a room that was absolutely FILTHY and bite our tongue because we had no other option. 
  

  these people are ridiculous and unprofessional. I genuinely believe there is a health issue here if thats truly how they leave their rooms for incoming guests and believe it is in the BBBs best interest to investigate that claim. And if it is retaliation for me being rightfully aggravated and staying the obvious that if we showed up and no room was available then that would result in there being an issue which were my words - and it was not me threatening there would be a problem, its a fact you overbook yourselves and leave people with nowhere to stay yes thats an issue then that should warrant this place being shut down because its disgraceful. 
  

  I have much more documentation to prove Ive called on several occasions  I have texted  I have emailed  I have had other sources reach out such as who I booked with and they never responded  the fact they respond to the BBB only shows that theyre trying to avoid further investigation into this matter. 
  

  thank you for your time and regardless of a refund - Im truly pursuing this for future guests health and well-being when they stay here. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Amber

   

   

  Business Response

  Date: 12/05/2022

  Thank you for responding. You'll be Happy to know that the health department has been to the property since your stay and have found that we are compliant with everything that Is expected by the **************. Any further questions you can call and reach out to the actual General Manager not a general manager of one of our other properties. I can provide a copy of our most recent health inspection done in November apon request. 

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  again, I have reached out to the actual GM, I have called several times and no one answered. So how am I supposed to contact people who refuse to be contacted? I reached out to ******* due to not getting any response and then didnt get a response from her so you all just ignore and avoid. Happy to hear that but Ill still do as I see fit. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Amber

   

   

• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  This is ***************************, I had a stay from 8/19-8/21. I had checked out approx 8:30 on 8/21. I had then noticed that the Motel charged me ****** with no explanation until I had called. They had said the charge was due to "blood" on the sheets. I do admit I was on my menstrual, and had gone through, but upon noticing it I did clean it to the fact of it not staining the fabric nor the matress, that being said it was barely noticiable. In the policy it states nothing to the fact of what my episode was, obviously un preventable. The room was not damaged or smoked in. I would like a complete refund of the ******. What took place was clearly not my fault, I also took upon myself to clean it. I read the policy it states nothing with what you are telling me why you charged the ****** damage policy. Any questions you can reach me at; ************ Thank you,

  Business Response

  Date: 08/22/2022

  We have already refunded this money and apologized for the inconvenience. You need to wait for the refund from your bank

  Customer Answer

  Date: 08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************