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:12/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ***** October 2022, in room 322, confirmation #**********. When I checked in, there was the strong smell of cigarette smoke in the elevator; the room smelled of air freshener covering over cigarette smoke. I reported the elevator to the desk clerk, who said that sometimes guests smoked in the elevator. On *************************** the afternoon, the room smelled very strongly of cigarette smoke. I complained to the desk clerk, who only offered to spray air freshener, saying that some guests smoke in their rooms, although not allowed. When I came back in the evening, the problem was even worse. I had to cover my face with a sheet to try to get to sleep. The smell was intense throughout the room, like a dirty ashtray. In the morning on 08 Oct., I found that the smoke came through the bathroom ventilation fan in the bathroom when it was turned off. Smoke was not visible, but the smell poured through heavily. I also found that the smoke smell was adhering to all my clothes hanging up in the room. At checkout, I was told again by the desk clerk that some guests smoke in their rooms (illegally); that there was no manager working on the weekends; and that the on-site personnel could not make adjustments to cost. I had to call a toll-free number later. The property manager did not respond to my submitted complaint. I called directly and spoke with the (general?) manager, *****. He acted like he would make an adjustment but wanted to check out the room. He did not call back. I called again, and he claimed the last guests had no such experience and refused to make any adjustment to the cost. He also lied and implied I was lying, denying any knowledge or existence of what the clerk had told me regarding smoking in the building. I have called the 800-number many times, but the district mgr., regional director, and regional v.p. refuse to respond to the complaint e-mails sent by the call center. There is no way to contact the corporate office.