Complaints

This profile includes complaints for Drury Hotels Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Drury Hotels Company, LLC has 174 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Drury Hotels Company, LLC

  13075 Manchester Rd Ste 100 Des Peres, MO 63131-1836

  
• 

  Drury Hotels Company, LLC

  1201 Drury Ln Arnold, MO 63010-1436

  
• 

  Drury Hotels Company, LLC

  602 N Bluff Rd Collinsville, IL 62234-6204

  
• 

  Drury Hotels Company, LLC

  12 Ludwig Dr Fairview Hts, IL 62208-1328

  
• 

  Drury Hotels Company, LLC

  10490 Natural Bridge Rd Saint Louis, MO 63134-3304

  

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:06/21/2025

  Type:Facilities 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 the ************ location on 06/17/25. They had provided me a free night stay due to an previous issue. I attended a concert and arrived back to my room right around 1200 AM. It was room 714. I had two beds in my room. I opened one of the beds and found strands of dirty hair and a USED ****** band aid stuck to the sheets. I tried to call the desk to see if they could switch me to another room. After trying to connect twice, I gave up. I laid towels down to sleep on top of the other bed as they did look clean but I did not want to look under the blankets. I emailed the company the next day and they said they were not willing to help me in any way. I feel that the public should know that my room was very obviously NOT cleaned. Blood is a biohazard, even it was dried on a band aid. I am hoping that they would replace my one night stay voucher.

  

  Business Response

  Date: 06/25/2025

  Better Business Bureau
  Re: Drury Hotels, Response
  to Customer Complaint – Ms. Bridgette Bauer
  
  Dear Sir or Madam:
  
  My name is Jerusha Clarke
  and I serve as Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel St. Paul
  Downtown (“Hotel”). I am proud to report that Drury has earned many top-ranking
  awards for our customer service, has received the Torch Award from the St.
  Louis Better Business Bureau (the “BBB”) and has an A+ rating with the
  BBB.  We are in the business of taking
  care of our guests, not taking actions that encourage them to leave complaints
  with the BBB.  I should add that the
  Hotel is part of the Drury chain of hotels and follows corporate procedures as
  it relates to customer service that applies to all Drury hotels.
  
  In her complaint, Ms.
  Bridgette Bauer expressed concerns regarding the cleanliness of her room during
  her stay on June 17, 2025, specifically noting the presence of a stray hair in
  the bed and a used band-aid.
  
  Drury enforces a thorough
  cleaning procedure to ensure a high standard of cleanliness in every guest room.
  Unfortunately, Ms. Bauer
  did not bring these concerns to the attention of hotel staff during her stay.
  The hotel only became aware of the issue after receiving an email from her
  following checkout.
  
  We regret that Ms. Bauer
  was dissatisfied with her experience. Drury maintains a 100% Satisfaction
  Guaranteed Policy, and if our guests are unhappy with their stay, we will do
  what we can to make it right – including refunds or issuing free night
  certificates.  Upon review of Ms. Bauer’s
  history with Drury, and this Hotel in particular, Ms. Bauer has stayed at this Hotel
  on seven prior occasions, five of which resulted in either complimentary stays
  or the issuance of free night certificates due to reported cleanliness issues,
  and of the two remaining stays, Ms. Bauer also complained of cleanliness issues
  though she was not offered compensation.
  
  During her June 17th stay, Ms. Bauer was utilizing one of the aforementioned free night certificates
  she received.  Due to the considerable
  amount of compensation Ms. Bauer has received from Drury in the past to fulfill
  our 100% Satisfaction Guaranteed Policy, Drury is unable to provide any further
  compensation.
  
  We appreciate all guest
  feedback and take every concern seriously. However, we must also ensure that
  our policies are applied consistently and fairly.
  
  For the reasons set out
  above, we are confident that we complied with best practices in the hospitality
  industry in handling this matter and that there is nothing further for us to do
  for Ms. Bauer.
  
  As always, if you have any
  questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  Jerusha Clarke
  Paralegal

• Initial Complaint

  Date:05/19/2025

  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.

  Good evening my name is ****** ***** me and my wife stayed at the drury hotel at *********************************************** on may 16, 2025 through may 18, ************************************************************************************************* the room my back and her legs have red bumps on us contacted the general manager and she said that pest control would have to be called out to do inspections on the room but we havent heard anything back yet I also took pictures of my back and showed it to the front desk attendant

  

  Business Response

  Date: 05/27/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************* *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ************************** (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  Mr. ***** ***** states in his complaint that while staying at the Hotel, he and his wife believe that they may have come into contact with bed bugs.  After they contacted the General Manager of the Hotel, the General Manager shared that a pest control company would inspect the room.  Mr. ***** finishes his complaint by stating that he was assured that he would be informed about the outcome of the inspection, but has not heard from the Hotel. 
  
  We are sorry that Mr. ***** is upset about his experience with the Hotel. However, it appears the Hotel adhered to policies as it relates to bed bugs and other pests; and our records reflect that Mr. ***** wife was contacted by the Hotel with the results of the inspection. 
  
  Mr. ***** was a guest at the Hotel, from May 16, 2025, to May 18, 2025. Upon check-out, Mr. ***** informed the Hotel front desk of a possible bed bug issue in his room. 
  
  Drury enforces a thorough cleaning process for every guest room and requires that all rooms with suspected bed bug activity be thoroughly inspected by a pest control expert. Immediately upon learning of Mr. ***** concerns, the Hotel called its pest control provider to conduct a thorough inspection. The inspection revealed no evidence of bed bug activity. 
  
  On May 19, 2025, the Hotel followed up with Mr. ***** and spoke with his wife to share the inspection findings. Mrs. ***** was upset by this report, and shared that she would leave negative reviews about the Hotel.  As a gesture of goodwill, a 25% discount was applied to Mr. ***** stay.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal
  
  

• Initial Complaint

  Date:05/17/2025

  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 arrived at Drury inn on 5/4/25. I had just been in a car accident. They told me that night was non refundable so we stayed. We had trouble with the bar over serving the woman in room 111 and could not utilize the pool. There was no life guard and a very irresponsible parent across the hall on 111. We were in 110.We tried, but I had to save drowning kids that we're not mine I asked to cancel immediately. I did not want to stay another night. I was told I would only be charged a cancellation fee. Not 160 for 5,/5/25 the following night. I happily agreed and left. Now I am being told they are not going to refund this night I did not stay because of other customers keeping us up. I would not have left the next night if I thought it was going to be a 160 dollar unused hotel room.

  Customer Answer

  Date: 05/19/2025

  The business address is ********************************************

  

  Business Response

  Date: 05/20/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ************ (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Ms. ******* ***** is upset about her experience with the Hotel. However, it appears there was a misunderstanding regarding Drurys cancellation policy and the Hotels amenities.  
  
  Ms. ***** states in her complaint that she was incorrectly charged a $160 cancellation fee. Ms. ***** made five (5) separate reservations and subsequently cancelled four (4) of these reservations. All reservations at Drury are subject to our standard cancellation policy, which allows cancellations without fee if completed by 12:00 p.m. the day prior to arrival. One of Ms. ****** cancellations was made at 8:00 p.m. the evening before the scheduled check-in, which falls outside the allowed cancellation window. As a result, a fee equivalent to one nights room and tax was applied.
  
  Ms. ***** also expressed concerns regarding the Hotels sale and service of alcoholic beverages, as well as the pool area. Drury strictly adheres to all applicable laws and regulations concerning both the sale of alcoholic beverages and the operation of hotel swimming pools. All team members who serve alcohol are trained to recognize signs of visible intoxication and are instructed not to serve guests who appear intoxicated.  
  
  Regarding the Hotels pool, it is an amenity available to all guests. Prominent signage is posted to inform guests that no lifeguard is on duty and that swimming is at their own risk. In addition to complying with all relevant regulations, the Hotel has internal policies in place to help ensure guest safety, including routine hourly checks of the pool area by Hotel team members.
  
  Unfortunately, Ms. ***** did not report any of these concerns during her stay. The Hotel only became aware of the issues through a post-stay survey. Upon receiving this feedback, the General Manager promptly conducted an internal investigation but found no evidence to support the claims described.
  
  In a gesture of good will, the Hotel refunded the cancellation fee charged to Ms. *********************** the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal
  
  

• Initial Complaint

  Date:02/27/2025

  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.

  Needed to cancel a hotel reservation for March ******. I spoke with Employee ***** on February 27, 2025. He claimed I needed to go to ****** and then go to drury hotel hardship firm to file for the cancellation I felt this customer service was not fair and appropriate He also stated his manager was not on duty at this time. Additionally, I felt he became irate with me as well. Please investigate this matter

  

  Business Response

  Date: 03/07/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** *********
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & ****************************).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. ******* ********* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys Advanced Purchase policy.  
  
  In the complaint, Mr. ********* states that he attempted to cancel his hotel reservation and spoke with an employee at the Drury call center. Mr. ********* was unhappy with the refund process described to him and further alleges he was treated poorly by the call center agent.
  
  Mr. ********* made a non-refundable, advance purchase reservation through a third-party for three nights. After making his reservation, Mr. ********* discovered he needed to cancel his stay and contacted Drurys call center. At that time, Mr. ********* was informed of the process for requesting an exception to the non-refundable advance purchase reservation and directed to submit an Advanced Purchase Hardship Request through Drurys website. To be considered for a refund on a non-refundable,advance purchase reservation, guests must complete and submit this request form, which is then reviewed by Drurys Advanced Purchase Hardship Team, who follow up with the guest accordingly. Based on our records, it appears that ************ did not submit the required form. In an effort to assist, we have cancelled Mr. ********** reservation and issued a full refund to his original payment method.
  
  Further, we are sorry to hear about Mr. ********** experience with Drurys call center. Upon receiving this complaint, the General Manager conducted an internal investigation. Drury will take all necessary and appropriate actions to ensure that our service standards are upheld. Guest satisfaction remains our top priority, and we appreciate the opportunity to address this matter.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ******************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  

• Initial Complaint

  Date:01/27/2025

  Type:Product 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.

  No changes, no refunds - really ?Used Expedia to book 2 nights at Drury **************** approximately 5 weeks in advance. Selected the bed configuration, room size, sofa-bed, etc. Evidently, I missed on the last screen, the default non-refundable option that includes a strict no refund policy in exchange for a lower rate ($15 less, I think). The phrase You will not be charged also appears next to the Reserve button. Confusing website, at the very least.Ive made hundreds of hotel bookings. Industry standard is to be able to make changes, even cancel, as long as you make that request well in advance. If I try to make changes or cancel within a day or two of the stay, then I expect to be charged a penalty because my actions probably led to an empty room and lost revenue for the hotel. That makes sense to everybody. Shortly after booking, I discovered this was not location I neede for my stay. I called the hotel directly to cancel (within 1 hr). Instead of a rational response, I get an agent spouting non-refundable booking policy, claiming I was given some mind-blowing low rate and I should be grateful. I was told no refund would be possible, and my yet-to-be-processed credit card transaction could not be stopped. Within 24 hrs, my CC was charged the full amount of my proposed stay, $358. After pressing for a reasonable solution, I was directed to the Drury Hotels website to complete a Hardship Request for Advance Booking. This is a web form to capture more details, send my plea to a central person to decide if my request for a refund warrants further consideration.After a week, Im still waiting, losing faith day by day. I cant help but feel humiliated having to justify my outrageous request to cancel a hotel reservation 5 weeks in advance. Drury Hotels, I have an idea - how about treating your prospective customers with respect rather than taking their money with nonsensical policies and bureaucracy.

  

  Business Response

  Date: 01/28/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************* ******
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & ******************* (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. **** ****** is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding.  
  
  Mr. ****** booked his reservation through a third-party provider. After making his reservation, Mr. ****** discovered he accidentally reserved the wrong location. Mr. ****** contacted the Hotel directly to cancel his reservation. Unfortunately, because the reservation was booked through a third-party provider, the Hotel was unable to adjust the reservation. ***************** directed Mr. ****** to submit an Advanced Purchase Hardship Request through Drurys website.
  
  In an effort to assist, we have cancelled Mr. Cutlers reservation and directly requested a refund from the third-party site, ************************ booked his reservation. Please note that it can take up to ***** days to receive a refund from our third-party affiliates after we make the request.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II

  Customer Answer

  Date: 01/29/2025

  Complaint: 22865367
  
  I have reviewed the business' response and am disputing one of the statements:
  
  Ms. ******* ****** stated that the $358 was collected by Expedia, the 3rd party website, and any refund should come from that entity.

  This statement is not accurate.  Immediately after my efforts with the Drury *** at the ****** property were thwarted, I recruited the assistance of ******* customer support.  The agent indicated my CC was charged by Drury Hotels, but agreed to contact them directly through its channels to request a waiver of the full booking amount penalty on my behalf.  After 24 hrs, Expedia received the same response I did - no refunds, no compromise.

  As of yesterday, I  received a response from **** ******, *********************************** NCC, Drury Hotels, who indicated she had processed a refund, and my CC would see a credit within 7 to 10 business days.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/30/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************* ******
  
  Dear *** or **************************** response, he highlights an inconsistency between Drurys initial statement and his experience. We apologize for this error. While Mr. ****** booked his reservation through a third-party provider, Drury ultimately processed the charge.
  
  As noted in our previous response, Drury canceled Mr. Cutlers reservation, and a refund has been issued.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  
  

  Customer Answer

  Date: 02/08/2025

  Yes, sorry I neglected to provide a final bit of feedback.  

  The merchant refunded my money for the canceled booking after some back and forth. The complaint has finally been resolved.  

• Initial Complaint

  Date:01/25/2025

  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.

  My account rewards points were removed for inactivity, but I have not needed to use a hotel for a while, but now I am going to start back to travel for work more again. I just want my rewards points back that I earned by spending money. They should not go away just because it has been a while. I contacted the company first, and they said rewards points cannot be reinstated.

  

  Business Response

  Date: 01/30/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** ********
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. ******* ******** is upset about his experience with the Drury Rewards Program, however it appears that there was merely a misunderstanding regarding the programs policies.
  
  In his complaint, Mr. ******** states that his Drury Rewards points were removed from his account due to inactivity. 
  
  The Drury Rewards Program operates as a frequent ****** program, which requires periodic activity to maintain an active account and retain accumulated points. As outlined in the program rules, accounts with no activity for a period of thirty-six months are deemed inactive, resulting in the forfeiture of all accrued points.
  
  As a gesture of goodwill, Drury has made a one-time exception by reinstating Mr. ********* account and restoring all of his points.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ******************* always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Facilities 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.

  On December 26th we stayed at the ***************** in ****************************, and they gave us a room that was completely dirty, so I didn't want to complain in the lobby. I just let the manager on duty know so they could be more careful. The problem was that we forgot a backpack that contained clothes, medicines, perfumes, and an iPad. We realized about three days into our stay, so I called and the person on duty told me that they hadn't found anything, but that if they found it, they would let me know. About five days went by without receiving any calls, so I called again to find out if there was any news, and they told me that they did find a backpack with several things, but that the iPad wasn't there. I told the person on duty that I was 100% sure that the tablet was in the backpack because I had tried to put it inside myself, and they just told me that they were very sorry, but that they couldn't do anything about it.I drove 2 and a half back to saint louis since I live in ****** mo to speak to the manager in person and let him know that the map search on my iphone indicated that the ipad was on the hotel premises, his response was there is nothing here if you want to make a report or call the police he turned around and walked away. we have been staying at drury family hotels for seven years and have never had a problem of this magnitude I hope and if you need proof of how the hotel was the night we stayed and also proof that the ipad indicates that it is on drury premises I have it in my hands thanks for looking into the case see you soon

  

  Business Response

  Date: 01/23/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ****************************************** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & ********************************************* (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. **** ******* is upset about his experience with the Hotel, however it appears that there is a discrepancy between Mr. ******* account and the ********************** understanding of events.
  
  In his complaint, Mr. ******* states that he left a backpack containing several items, including an iPad, at the Hotel. Upon retrieving the backpack, he noticed the iPad was missing.  
  
  Mr. ******* and his family stayed at the Hotel on December 26, 2024, for one night. A few days after check-out, Mr. ******* realized his backpack was missing and contacted the Hotel, describing its contents. The Hotel located the backpack and informed Mr. ******* that the iPad was not inside. Mr. ******* visited the Hotel to speak with the management team and retrieve his belongings. While there, he demonstrated the iPads tracking feature. The Hotel identified that it appeared the iPad was located at the restaurant next door. The Hotel contacted the restaurant directly to inquire about the iPad. However, the restaurant confirmed that it was not in their possession. The Hotel team followed standard procedure and advised Mr. ******* to contact local law enforcement.
  
  Additionally, the Hotel conducted an internal investigation, including a review of security footage. The footage shows ********** wearing the backpack when he checked out on December 27, 2024. After checking out, he placed the backpack on a lobby couch and then left with his family, inadvertently leaving the backpack behind. When the Hotel staff noticed the abandoned backpack, they secured it behind the counter.
  
  The Hotel is more than willing to cooperate with any police investigation if Mr. ******* chooses to file a police report.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ****************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  
  

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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.

  stayed at drury hotels in *************** 12/31/24 through 1/1/25. were charged a $250 smoking fee when we did not smoke in the room. we are told we are getting that refunded within 10 days since the charge is posted to my boyfriends bank account. also though there is a pending $200 charge that no one can tell us anything about. called Drury 4 times on 1/4/25 seeking to speak to a manager was told manager ******* would be in at 7:30am ,called at 8:30 and was told he would be in at 10, called at noon was told he wasn't coming in at all and manager ***** would be in at 1pm. called at 2 pm got into a heated discussion with ***** since $200 pending charge cannot be explained. So this one stay that was prepaid on 12/19/24. called the bank and considering reporting fraud since pending charges cannot be explained, all in all these issues are making $450 unavailable in my boyfriends actual bank account for who knows how long. please find out why these charges and pending transactions are happening . Then ask yourself if this is acceptable for a company to do to a consumer.

  

  Business Response

  Date: 01/15/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************** *******
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ******************* (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all ***********************
  
  We are sorry that Ms. ***** ******* is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys cleaning fee and credit card hold for incidentals. 
  
  Ms. ******* indicates in her complaint that she was wrongly charged a $250 cleaning fee after checking out of the Hotel. Ms. ******* further states that in addition to this $250 charge, the Hotel also inappropriately held another $200, totaling $450 wrongfully held by Drury. 
  
  Per Drury policy, Drury authorizes each guests card for $50 for incidental fees at the time of reservation. Additionally, per Drury policy, a $250 cleaning fee is charged if there is evidence that a guest smoked or vaped in their room.
  
  Ms. ******* checked into the Hotel on December 31, 2024, for one night. Upon check-in, the $50 incidental fee was authorized on the payment card provided by Ms. ******** On January 1, 2025, after Ms. ******* checked out, the Hotels housekeeping team reported a strong odor of cigarette smoke in her room. Upon noticing the cigarette smoke odor coming from Ms. ******** room, the Hotel authorized an additional $200, bringing the total authorization to $250 to cover the cleaning fee. 
  
  Ms. ******* called the Hotel and spoke with the Assistant General Manager regarding the cleaning fee charge.  Upon further investigation, camera footage confirmed that Ms. ******* stepped outside to smoke, and no smoking occurred in her room. Upon discovering this error, the Assistant General Manager of the Hotel promptly apologized and refunded the $250 cleaning fee.  At that time, Ms. ******* was informed that refunds typically take 710 business days to process, with an expected credit by January 9, 2025. 
  
  A few days later, Ms. ******* reached out to the Hotel, reporting that her bank account showed both a $200 authorization and a $250 charge. She provided the corresponding approval codes to the Hotel for review. The Hotels investigation revealed that the $200 authorization was linked to the $250 charge in Drurys system. It is presumed that the bank had not yet cleared the $200 authorization before posting the $250 charge. It is difficult for us to determine why ***************** would display these charges in this format.  However, as of January 9, 2025, all authorizations and charges related to the incidental and cleaning fees should have been removed from Ms. ******** account.
  
  In a gesture of good faith, the Hotel refunded Ms. ******** stay. In addition to the refund, the Hotel offered to mail Ms. ******* a complimentary room night certificate which can be used at a later date. 
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ********
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Product 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.

  Please see the attached complaint I filed with the *******************************. The description is there. I don't know what they would be able to do since this occurred with a hotel in ******* but the payment was made on the drury hotel website. I don't know if I need to also file a complaint with the ***. Let me know.

  Customer Answer

  Date: 12/08/2024

  Hello, 

  After letting the Hotel know I filed a complaint they decided to return me money and issued a refund. We can go ahead and close it. Thank you in advance! 

• Initial Complaint

  Date:10/29/2024

  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 October 21, 2024, I utilized the **************** App to book a one-night hotel reservation at the Drury ***********, 500 US-************************* (********) for the date of October 21, 2024. However, due to a malfunction within the **************** App, my requested reservation date was erroneously altered to November 24, 2024, with a check-out date of November 25, 2024.Upon discovering this error, I contacted Drury ************************, ********, to request a correction. The agent I spoke with informed me that she was unable to amend the reservation date and directed me to their website to submit a Hardship Request for cancellation of the incorrect reservation so that a proper reservation could be established.On October 22, 2024, I received an email from Bliss E., a Customer Relations Specialist with the *********************** Team. In her response, she indicated that they could not secure approval for a refund while they had contacted the appropriate parties. Consequently, my reservation remained classified as non-refundable and non-changeable.I am requesting your assistance in securing a refund of $162.98. I believe that both Priceline and Drury ************************, ******** are engaging in unlawful and deceptive practices, constituting theft, with the intent to deprive me of my funds permanently.

  

  Business Response

  Date: 11/04/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************* *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ***************************************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Ms. ****** ***** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys relationship with its online,third-party providers. 
  
  Ms. ***** states in her complaint that she made a non-refundable reservation through *********, a third-party provider. After making the reservation, Ms. ***** realized that Priceline mistakenly booked the incorrect date. Ms. ***** contacted the Hotel directly to adjust the date of her reservation. Unfortunately, because the reservation was booked through a third-party provider, the Hotel was unable to adjust the reservation. ***************** directed Ms. ***** to submit an Advanced Purchase Hardship Request through Drurys website.
  
  In an effort to assist, we have cancelled Ms. **************** and directly requested a refund from the third-party site,Priceline, where Ms. ***** booked her reservation. Please note that it can take up to ***** days to receive a refund from our third-party affiliates after we make the request.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

  Customer Answer

  Date: 11/05/2024

  ***** days to receive my refund is long consdering the fact that payment was issued to Priceline within minutes and it should take minutes to refund my money. However, please make sure that Priceline, your third party affiliate credit my full refund of $162.98 to my new **** card number: ******************* Expiration: 10/2029.