We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Executive Suites

Springhill Suites by Marriot East Lansing University Area

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Executive Suites.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2024

    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 reserved a room with loyalty points a week prior to moving my daughter into her college apartment, which took place on August 25, 2023. I went to the hotel to check in, around 11:15 p.m., and was told my reservation was cancelled. To add, they were SOLD OUT, and had no rooms available. When I asked, "WHY MY ROOM WAS CANCELLED?", I was told the credit card on file was expired. Confused about how that affected my stay, since I used POINTS, not my credit card to pay for the room, and asked for an explanation. I have spoken to the front desk attendant, the manager of the hotel, and Marriot Corporate for months with no resolution. I was told by the manager that a credit card check is standard regardless of the points payment, however corporate said otherwise. And, as a loyalty member, it was the hotel's JOB to find me a room at a sister property using my points. None of this was done, and I was forced to find a hotel at midnight and pay $330 for the night. The hotel is a part of Marriot, but the owner is independent, and so Marriot continues to turn this matter over to the management to do the right thing. I was not called, emailed, or contacted in any way during the day to let me know my room was going to be cancelled. I did not receive notice of the cancellation until the NEXT DAY, at 6:14 a.m. It is my belief that the manager chose to give my room to a credit paying customer vs. allowing me my "free" stay, using loyalty points. The fact that no one has contacted me as I file complaint after complaint and receive new case numbers every time, I call is ridiculous and unprofessional. Last case # is *********.

Springhill Suites by Marriot East Lansing University Area is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.