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:10/10/2022

  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.

  I stayed at hotel Fri Sept 30, 22. I was in town to see my daughter. When I got to the hotel - I knew I didn't want to stay there but was told at the front desk to cancel there is the full room fee as it had not been 24 hours notice. There were no hotels in the area with 2 beds available for my family this night because there was a football game. We were staying the night & driving the next morning to Springfield, **. We had no choice - didnt want to sleep in the car. Upon inspecting our room - the sheets had a stain on them -see the photo attached. There was blood on the carpet and the toilet seat was not on properly - see the photos - we had to fix the seat so we could use it. I complained to the girl at the desk - she said sorry. I asked for new clean sheets for both beds. The room next to us - 212 - there were 2 kids about the age of 12 staying by themselves slamming themselves into the wall.I told the girl at the desk I want a refund - I wont be able to sleep. There were people allowed to party &drink & hang out in the breakfast room area - making noise all hours. There were also people partying in the parking lot drinking & smoking marijuana from 3 pm throughout the night - we could smell it in our room. I asked when checking out if I would get a refund-they said my acct is going to be significantly discounted. I called last week when I was back in town -the "mgr" said he could only give $50 because I stayed there. He said he would give me $50 off next time. I said I dont want to go back there ever. I asked for the owner to call me. I called again today October 10 & asked why I have to keep calling. He told me they called me & left a message &they never did -I can send you my phone records from ******** He told me he could only give me $50 and would email me a credit. I still dont have an email showing the credit and that was this morning. They are ripping people off for $185 a night and they only have business cuz people know they can party there.

  Business Response

  Date: 12/08/2022

  To give you an insight and update and the whole story to the complaint. The guest checked in at 3:58pm on the date of 30th September 2022 and was assigned ******** upon checking in the guest ************************* went to room and was showed the room if they are happy with the room, the guest said yes and after a while the guest ( *************************) came down at the desk to change the room because they prefer on first floor. We showed the room room 109 and still she wasn't happy and then when guest was showed Room 214 the guest was happy and then after they checked out the next day. All these details you can find in the picture with the Change Activity List. For all that trouble showing the room we even gave the credit of $50 to the guest. 

  
  

  And the guest was happy and now if they are asking for full refund that is surprising because I myself as a Manager Helped the guest with everything. to make them feel comfortable.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18193203
  
  I am rejecting this response because: none of that is true.  No one asked if we were satisfied with our room. I checked in with a young girl at the desk got our room keys and didnt even go to the room. We left to go get something to eat. It was when we came back and went to our room there were stains on the bed, red on the carpet like blood and the toilet seat was falling off - my husband put it back on.  It was then I went to the front desk and asked for clean sheets and complained. The young girl said she would have someone give me a substantial credit for our room- everything in the area was booked -we had nowhere else to go or stay -there was a college football game in town at ***************************.  I complained 3 times in one night to the young girl at the desk for the noise in the room next to us, people being allowed to smoke pot in the hotel and in the parking lot - the smell was coming in our room and for the inconvenience. When I checked out in the morning- I was told I would get a credit on my bill. A week later I had to call back as there was no adjustment on my credit card.  I asked for the owner to call - another week went by no owner called me. No one called me, no one sent an email. I was told they could take $50 off now and $50 off my next stay - I dont want to stay there again - I asked if they could take $100 off as I was told a substantial credit would be given to me.  Finally- after getting no where they did give me a $50 credit after weeks of me calling them.  This place is dirty, trashy, and only cares about getting money for their rooms - they do not care what people do to the hotel, trash the rooms, make all the noise they want, party in the parking lot... they should not be running a business.   No one should have to go to a hotel to find yellow stained sheets.  It is disgusting. I am not satisfied, especially when the owner would not reach out to me and the assistant manager is making up lies.  He was not even at the front desk when I checked in. I got my room keys and went to get something to eat and shop. We came back hours later to find a nasty messy room. 
  
  Sincerely,
  
  *************************