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.

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• 

  Drury Hotels Company, LLC

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

  
• 

  Drury Hotels Company, LLC

  201 S 20th St Saint Louis, MO 63103-2222

  
• 

  Drury Hotels Company, LLC

  11980 Olive Blvd Creve Coeur, MO 63141-6730

  
• 

  Drury Hotels Company, LLC

  1000 Knipp St Columbia, MO 65203-4697

  
• 

  Drury Hotels Company, LLC

  1317 E Highway 84 Hayti, MO 63851-1941

  

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:12/09/2023

  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.

  I made an online reservation 2 months in advance and clicked the wrong button by accident and reserved the wrong room with a non-refundable rate. I called right away, not to cancel, but to change the room and to change the rate in case we had to cancel due to unsafe winter road conditions. The call center was not able to help me and told me to file a complaint on their website. I filed a complaint on their website and they were able to change my room, but they were not able to change to the refundable rate. I am frustrated because it was a mistake, I clicked the wrong box on their website and I called right away to fix it. Most hotels and airlines have a 24 hour policy so they can fix it if you make a mistake when booking. But Drury is not willing to change the rate for me to the refundable rate even though I contacted them immediately and said that I made a mistake and clicked the wrong box during booking.

  

  Business Response

  Date: 12/11/2023

  Dear Ms. ****,

  The reservation made as an advance purchase has already been cancelled and refunded.  Please allow 7 - 10  business days for the refund to reflect on your account. You have a reservation that is not advance purchase for February 2nd for two nights.

  Sincerely,

  ***** *****
  Customer Service Manager
  Drury Hotels Company, LLC

• Initial Complaint

  Date:11/14/2023

  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.

  Fraud charges, no proper housekeeping,ilegal communications,was harrassed and double charges unathorized to my checking accounts and credit card, unauthorized,talked to management, no solution....they credited one account but they charged me again two weeks later.... discrimainated as well, people that hate my national origin , police reports as well

  

  Business Response

  Date: 11/15/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint ************************
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a 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 ************************* is upset about her experience with the Hotel, but it appears there was a misunderstanding as it relates to the Hotels policies and procedures.
  
  In **************** complaint, she lists numerous allegations against the Hotel including the following: housekeeping was not provided,numerous charges were applied to her checking account and credit card, and claims of illegal communications and harassment. We will make every effort to address each of **************** concerns below.
  
  ************** was a guest at this Hotel for seven nights. In regard to **************** complaint about improper housekeeping, on the fifth day of **************** stay, ************** reached out to the front desk stating that her room was not cleaned. The front desk confirmed with ************** that housekeeping was on her floor and would be cleaning her room momentarily. Further, the front desk associate then reached out to housekeeping and requested that the cleaning of **************** room be expedited.  Drury has no further information related to **************** concerns with improper housekeeping.   
  
  Regarding to **************** complaints related to unauthorized and fraudulent charges to her checking account and credit card, when reserving a room at our Hotel, guests are informed that a hold may be placed on the method of payment.  The purpose of this hold is to verify the payment method and to cover any possible incidentals.  This hold is temporary and released upon check-out, after the final payment is received.  When ************** reached out to the Hotel expressing concerns regarding this hold, the Hotel attempted to explain the hold process to **************.  Unfortunately,************** was unreceptive to the Hotels explanations. The General Manager was informed of **************** concerns and offered his assistance in expediting the release of the holds. The General Manager even asked ************** to provide her banking institutions information so the General Manager could contact her bank directly to expedite the release.  Drury has no further information related to **************** concerns with unauthorized or fraudulent charges.
  
  Regarding **************** claims of illegal communications,discrimination, and harassment, the only instances where the Hotel contacted ************** was the following: to confirm payment of her reservations, verify housekeeping services were provided, and discuss the holds on her account.  Additionally, the General Manager scheduled a few different phone calls with **************, at **************** request, to discuss her concerns regarding her stay.  Each of these calls were cancelled and rescheduled by **************.
  
  Ultimately, the Hotel refunded ************** for three nights of her stay as a gesture of good faith.
  
  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 **************.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

• Initial Complaint

  Date:11/02/2023

  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.

  They Have BedBugs In Their Rooms That My Pregnant Fiance Who Does Housekeeping Had To Clean Now We Are Starting To Get Bit And Have Seen And Killed BedBugs And They Act As If They Are Not Responsible. A Guest Complained About Them And Was Moved To A Different Room And They Never Treated The Rooms For The BedBugs. If This Gets Out Of Hand We Could Possibly Be EVICTED For Their Mistake And We Have Two Little Kids At Home And Another Baby Due In January. They Need To Fix This Problem A.S.A.P.

  

  Business Response

  Date: 11/08/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Mr.
  ******* *******
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury
  Hotels Company, LLC (“Drury”).  Drury
  manages the Drury Inn & Suites Collinsville (“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.
  
  Drury’s success depends in a large part on providing a clean
  and safe environment for both Hotel guests and employees.  Drury is proud of its comprehensive policy
  regarding pest infestation and maintains a partnership with a nationally
  recognized pest control company. When notified of a suspected infestation, the
  Hotel immediately implements the protocol specified in the then-current policy.
  At a minimum, the Hotel will immediately quarantine the suspected room and
  arrange extermination.
  
  Additionally, Drury has internal policies and procedures
  regarding employment-related complaints. As this complaint relates to an
  alleged active employee, Drury must respectfully decline providing further
  information regarding this specific matter.  
  
  As always, if you have any questions or concerns, please
  do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  Date:10/29/2023

  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.

  I made a reservation at the Drury Inn Medical Center ***********, thinking I was making the reservation for today 10-29-2023 for 1 night when instead it was for 11-28-23, a month later. I immediately saw that I had made a mistake and canceled the reservation with Expedia but they said that the reservation was canceled but I must contact the property to get a refund for the deposit. I called the property and the clerk said that I had to cancel through Expedia. I asked to speak to the manager, I was put on hold and shortly there after was disconnected. I am an old ******* veteran that is fighting cancer, every ***** counts, I really need this refund. Thank you

  

  Business Response

  Date: 10/30/2023

  Dear ****************,

  Thank you for reaching out.  I see the reservation was booked and canceled 7 minutes later. due to the error in date.   Since this was such a short time I have adjusted off the fee as a courtesy and posted a refund back to your account.  YOu will see this refund in **** business days.

  ********************

  Customer Service Manager

  ********************** LLC

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair 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.

  I used ***********. It was in the month of September because it was September. I placed my reservation while the calendar said September. I placed it and it went to a immediate finalization. I totally thought it was placed. Then I looked I seen the date was for October 21st! I was stunned! I was like OK I will place a new reservation. I placed another reservation seeing the calendar in September because it was September. I clicked it and again it went through immediately. I thought it was placed correctly. I get to the hotel and they tell they can't find my reservation. I was like I absolutely made it. I find my confirmation number and show it to him and as I do that I see it says October 22nd. I was flabbergasted. They said it was non refundable! I said but it was a glitch in the system. They said didn't matter! I filed a hardship case what they call it. And I get an email saying we are going to refund this one time. Then I get another email from someone saying we're not going to refund. These people are being corporate dictators. This is a complete abuse of power and bullying. I am a poor man. Going and staying there was a once every 2 years thing. They really did a heinous thing to me without reason. I don't know how this is even logical! But it is indeed the truth and that makes it very hard to accept there complete lack of regard for people who are there customers and have made them what they are. This to me seems very very illegal!! Respectfully, ******* ********

  LOCATION INVOLVED:

  Drury plaza hotel denver westminster
  10393 Reed st
  Westminster CO, 80021

  

  Business Response

  Date: 10/04/2023

  Dear *** *********

  Thank you for reaching out.  I was able to locate two reservations at the Drury Inn & Suites Denver Westminster.  They were for 10/21 and 10/22.  Both reservations are showing canceled and refunded.  These refunds were processed on 9/30/23 and can take up to 7-10 business days to be reflected on your account.  If you have any other questions you can reach out to us directly at [email protected].

  Sincerely,

  Drury Hotels Customer Service

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/27/2023

  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.

  I’ve spent probably 10,000 at the Drury over the last 5 years and probably stayed there nearing 100 times. We’ve stayed there numerous times in between homes. I’ve never encountered an issue that I was aware of. I have a son with a severe neurological condition - special needs - severe seizures. He can be disoriented or loud sometimes but mainly the list grateful and loving human being God created. I’ve remembered dogs and elderly woman him interacting with at the hotel. I have referred many people to the hog. We stayed there again last year in between homes and this year at the end of August, I. Between a home purchases. The incident I believe took place on 9/1. My children (2) stayed there with my older daughter who is 18 - I had zero issues - I paid $350 around that amount on 9/1 I believe cia ********* and called the hotel and a asked if we needed to move rooms I booked another night . The clerk stated there wasn’t more rooms but I stated I paid ********* and it stated I have a room. I was 30 mins away finishing up with my home, and asked if there was issues please call me. My money was taken and I’ve never in hundreds of bookings had ********* book a room that wasn’t available and take the funds. When we came to the Drury around maybe 6pm I went to the desk to get new keys. The manager (a woman with dark hair and a clerk) were extremely rude stating I have no room and I was told to move my things, which is a family, I asked them
  Tk call if there was an issue and I received NO call. I was charged from ********* around. $350 for one night. The manager literally states in front of a lobby of people how I’m on a do not rent lists and continues to humiliate me in front of many people. I question it, because I’m a Drury rewards me member : i received no call and she proceeds to tell ‘em in front of all these guests how they’ve had to comp rooms because of us, my son ran threw the lobby screaming etc saying there’s “notes pages of notes on me” which I have never been informed of in all of the times I’ve stayed. U have a special needs handicapped child. I don’t believe you can discriminate if he had an issue but that’s clearly the problem but I’ve never received a phone call or message. We stayed there last year as well. I’ve paid thousands of dollars to tahy hotel. She had taken all of my Childrens belongings and threw them in a bin that you put disgusting dirty laundry in. It was humiliating and a violation of ADA and civil rights - humiliating and not how you treat someone who’s spent thousands at your hotel I wouldn’t think: I am humiliated I spent days crying. My son had tons of seizures. We had nowhere to stay. It was a horrid experience and not how you treat someone who’s paying $350 and was charged for one night. I’m appalled at the lack of humanity and decency. Apparently if you have a special needs child they will give your room away without letting u know. I contacted corporate 3 times. I missed initial call and haven’t heard back. I would like dry cleaning for All of my childtens belongings and they lost items to a toy throwing their belongings in a dirty bin like
  It’s trash.

  

  Business Response

  Date: 09/27/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. *****
  *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a ********* for Drury
  Hotels Company, LLC (“Drury”).  Drury
  manages the Drury Inn & Suites Colorado Springs near the Air Force Academy (“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.
  
  We are sorry that Ms. ***** ***** is upset about her
  experience with the Hotel, but it appears we followed our policies and
  procedures, including those regarding quiet hours and disruptive behavior.
  
  In Ms. *****’ complaint, she lists numerous allegations
  against the Hotel including the following: her belongings were moved from her
  room without notice, the Hotel cancelled her reservation, the Hotel did not
  adequately inform her of its concerns, and the Hotel violated not only the ADA,
  but also their civil rights. We will make every effort to address each of Ms. *****’
  concerns below.
  
  Drury is proud of its inclusive culture and core values,
  which includes providing a travel experience that is free of disruptions for
  all our guests.  Drury’s success depends
  in a large part on providing services that make all guests feel comfortable and
  enjoy a restful and relaxing stay.     
  
  Ms. ***** has been a guest at this Hotel multiple times
  over the last year. Unfortunately, during this time, the Hotel experienced numerous
  documented instances of disruptive behavior from Ms. ***** and her guests, including
  complaints of a child wondering the halls in the middle of the night as well as
  multiple noise complaints. During these instances, Ms. ***** was contacted by
  the Hotel and informed of the complaints. Further, to fulfill Drury’s
  Satisfaction Guarantee, the Hotel was required to provide complimentary stays
  to multiple guests due to the noise complaints.
  
  Ms. ***** booked her most recent stay through a
  third-party provider. Due to the Hotel’s limited inventory, Ms. ***** made two
  separate one-night reservations. These reservations were in two different room
  types, meaning Ms. ***** would be required to change rooms during her stay. On
  August 31, 2023, Ms. ***** checked into the Hotel. Upon check-in, the Hotel
  front desk agent reminded Ms. ***** that she held reservations for two
  different room types and as such, she would be required to change rooms the
  following morning. The front desk agent requested Ms. ***** have her belongings
  gathered and removed from the guest room by noon on September 1, 2023. Ms. *****
  confirmed with the front desk agent that she understood. The following day, at
  noon, Ms. ***** had yet to remove her items from her room. In an effort of good
  faith, the Hotel waited until 2:00 P.M. before removing Ms. *****’ belongings
  to clean the room for the next guest’s use. Due to Ms. *****’ belongings being unpacked
  and spread out around the room, the Hotel elected to use a laundry cart to move
  the belongings. The Hotel confirmed this cart was used for clean linens only. Additionally,
  the Hotel lined this cart with a clean fitted sheet to ensure Ms. *****’ belongings
  remained in the same condition as they were gathered. Unfortunately, while
  gathering Ms. ***** items, the Hotel discovered an uncapped, hypodermic needle
  among Ms. *****’ belongings, suggesting the use of illicit substances.
  
  Ultimately, the Hotel manager made the informed decision
  to cancel Ms. *****’ reservation for the night of September 1, 2023. This
  decision was made for multiple reasons including Ms. *****’ previous guest
  history, her failure to remove her belongings from the room, and the discovery
  of drug paraphernalia in Ms. *****’ room.
  
  When Ms. ***** returned to the hotel around 6:00 P.M.,
  the Hotel informed Ms. ***** that her belongings were removed from the room and
  her upcoming reservation was cancelled.  The
  Hotel gave Ms. ***** her belongings and provided Ms. ***** a private room to
  pack her belongings in privacy.  
  
  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,
  
  ******* ******
  *********

• Initial Complaint

  Date:08/09/2023

  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.

  They was suppose to refund us they will not return my calls or email they will refunds like they said

  

  Business Response

  Date: 08/11/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ***** *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury
  Hotels Company, LLC (“Drury”).  Drury
  manages the Drury Inn & Suites Huntsville at the Space & Rocket Center (“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.
  
  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 Drury’s relationship with its online,
  third-party providers. 
  
  Ms. ***** booked
  her reservation through a third-party provider. After making her reservation,
  Ms. ***** discovered she would be unable to make the trip. Ms. ***** contacted
  the Hotel directly to cancel her reservation and receive a refund.
  Unfortunately, Drury does not have the ability to refund the original
  reservation since the funds were paid by Ms. ***** directly to the third party.
  The Hotel directed Ms. ***** to contact the third-party provider to process the
  refund. 
  
  Further, in an attempt to assist Ms. ***** in obtaining
  her refund from the third party, Drury has reached out to the third party
  directly, requesting a refund for Ms. *****.
  
  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,
  
  ******* ******
  *********

• Initial Complaint

  Date:07/21/2023

  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.

  My watch was stolen and the manager and ****** did not file a complaint. They did not try to figure out what happen. They did not make notes on my account. EXPEDIA contacted them and they said the cameras are not working on the 7th floor. They also had terrible service. I got sick from the food. The water was out and no sign was posted on my door but I observed signs on or guest doors. My Apple watch cost $500 and I did find my watch and it's still showing at the hotel from the day it was stolen. I would like a refund for this hotel stay so I can purchase another Apple watch.

  

  Business Response

  Date: 07/26/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ****** ******
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury
  Hotels Company, LLC (“Drury”).  Drury
  manages the Drury Inn & Suites Atlanta Morrow (“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.
  
  We are very sorry that Ms. ****** ****** is upset about
  her experience with the Hotel, however it appears that there is a discrepancy
  between Ms. ******’ and the Hotel’s recollection of events. 
  
  In Ms. ******’ complaint, she lists numerous allegations
  against the hotel including claim that her Apple watch was stolen, that Expedia
  contacted the Hotel to inform the cameras were not working on the 7th floor, the Hotel’s food made her sick, and that the Hotel did not adequately
  inform her of a scheduled water outage.  Immediately
  after receiving Ms. ******’ complaint, the Hotel’s General Manager conducted an
  internal investigation. We will make every effort to address each of Ms.
  ******’ concerns below.
  
  The Hotel recalls Ms. ****** approaching the front desk
  to report her Apple watch missing. At this time, the Hotel reminded Ms. ******
  that she previously requested no service during her stay; meaning no hotel
  staff had entered Ms. ******’ room. Ms. ****** stated she might have left her
  watch at the pool. The Hotel recommended Ms. ****** use the “Find My” feature
  to track her watch. Ms. ****** stated her watch was dead and could not be
  tracked.
  
  The Hotel is unaware of any contact with an Expedia
  representative, and the Hotel does not have cameras covering the seventh-floor
  corridors.
  
  The Hotel confirmed all food and equipment temperature
  logs reflected proper temperature ranges and were appropriately maintained
  throughout Ms. ******’ stay. Ms. ****** did not inform the Hotel during her
  stay that she experienced issues with the Hotel food service. Further, the
  Hotel has not received any other complaints regarding the food service during
  this period.
  
  Finally, the Hotel experienced one short, scheduled,
  water interruption during Ms. ******’ stay. To prepare guests for this interruption,
  the Hotel placed an Interruption of Water Service notification at the front
  desk the day before the scheduled shut off. The Hotel also placed this
  interruption notification on all stayover guest room doors the night before the
  scheduled shut off.  
  
  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

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

   

  I never said that and never went to the pool. I tried to show her the tracking. My watch was not dead and I have witness that my watch was left in the room and not there when I returned. ****** clearly said she have a Apple watch and she know how it work. You can check the cameras and see I never went to the pool and did not eat after the first day. Nome of us ate there after the first day. I spike all facts but I will never stay at Drury Inn again and you can check my record I have been staying here for years. I have screenshots from Expedia. The staff did not even make a note about the missing watch. LATONYA THE HOUSEKEEPER IS THE ONLY PERSON WHO TRIED TO HELP ME.FIND MY WATCH. I HAVE documents showing that I tracked my watch and it was attached to this claim. I.also have my receipt showing that I went and purchased a new watch. If you were not there you should not try and bad mouth me. Your staff was rude and heartless about the situation.  God don't like ugly so I will pray for your staff and your company. My family and friends will never stay at Drury Inn again and I will do an review letting the world know how the customer are treated and spoken too. God Bless. 

  

  Business Response

  Date: 07/28/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ****** ******
  
  Dear Sir or Madam:
  
  Drury Hotels is deeply committed to providing a travel
  experience that is free of disruptions for all our guests.  Our commitment to a safe and pleasant stay is
  evidenced by our continued recognition for Customer Satisfaction. 
  
  It is unfortunate that we continue to disagree about the
  facts and circumstances surrounding this stay. 
  Having said that, please know that Drury conducted a thorough review of
  this matter, and based on that review, we are confident that Drury accurately
  portrayed the events that occurred. 
  
  Specifically, regarding Ms. ******’ watch, the Hotel was
  unable to confirm, without doubt, any wrongdoing committed by the Hotel team.
  Drury is more than willing to cooperate with any police investigation should
  Ms. ****** choose to file a 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 Ms. ******.
  
  As always, if you have any questions or concerns, please
  do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

  Customer Answer

  Date: 07/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  They can check every camera and see I never went to the pool and never ate there again. The company did not treat me like a valued customer and did not file a report. I did not live in Atlanta so I did not file a report. I will never stay here again. You can believe your staff lies but I have witness on how ****** and the manager handled every complaint. I asked for towels and ***** was rude about that and then brought them to me and tried to be nice after being rude. If you were not there you can’t keep saying I’m told a story and the staff telling the truth. The money I will save not staying here will be more than enough to please me. Your staff need to think about how they respond to reports and how they treat their customers. Like I said before have a Wonderful and Blessed year. I’m traveling right now so this only made me no longer use Drury but it did not stop me from enjoying life. No need to reply because nothing you say or anybody else mean anything after being called a liar. I pray nothing but Blessing for the staff and the company because I’m not a ugly individual and I will continue to be Blessed. I learned my lesson and I’m moving on. 

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

• Initial Complaint

  Date:07/20/2023

  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.

  We stayed at the pear tree inn in terre haute Indiana from Sun 7/16 thru 7/20 We paid for 2 rooms at the price of 345.00 each room. We drove from New Hampshire to Indiana, stopping at various gas stations and at each one we purchased 5 Powerball tickets and 5 mega millions totaling between 50 to 60 dollars. Upon arrival we placed all of the tickets in a book and left on end table. We added to the book daily because we also purchased tickets in Terra Haute. On the evening of the 19th our intention was to go thru the tickets to see if we had any winners the tickets were no longer there immediately I called the front desk and asked for a manager to come to our room. The front desk clerk came to our room about ten minutes later stating the manager could not make it. We explained the situation to her had her look through the book and also had her watch us checking everywhere in both rooms they were adjourned. She then proceeded to call the manager he advised her to tell us that the GM would be in morning at 6 am maintenance man would check the key lock to see who entered the room and speak to the maid on duty. That morning we were up early our intention was to leave the hotel at 6 but knew we had to wait to talk to manager. We waited until 10 am four hours after our original time to leave because it is a 16 hour drive home. I had called GM he answered phone and said i will have the maintance man go check the key pad now. Which means had no intention of doing it hour later we front desk and once again had to have the desk clerk call the manager he said he would come over. he arrived he said spoke to maid she said that she did not take them He then said we can do nothing for you because our policy is to stand with our employees so he was calling us liars. We were told to file a police report. At no point did they offer to compensate us for having to wait 5 hr for them to do there job. We would like some kind of resolution. Thank You.

  

  Business Response

  Date: 07/25/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ***** ********
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury
  Hotels Company, LLC (“Drury”).  Drury
  manages the Pear Tree Inn Terre Haute (“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.
  
  We are very sorry that Ms. ***** ******** is upset about
  her experience with the Hotel, however it appears that the Hotel followed
  standard procedure. 
  
  In Ms. ********’s complaint she claims that several
  lottery tickets she collected in her travels were missing from her room. Upon
  discovering the tickets were missing, Ms. ******** immediately notified the
  Hotel. Immediately after receiving Ms. ********’s complaint, the Hotel’s General
  Manager conducted an internal investigation. During this investigation, the
  Hotel was unable to confirm, without doubt, any wrongdoing committed by the
  Hotel team.  As such, the Hotel team
  followed standard procedure, directing Ms. ******** to contact local law
  enforcement.
  
  The Hotel is more than willing to cooperate with any
  police investigation if Ms. ******** 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 Ms. ********.  
  
  As always, if you have any questions or concerns, please
  do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  Date:07/17/2023

  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.

  I made and then immediately cancelled 3 reservations on the Drury Inn and Suites app on July 11, 2023, for a room at the ******* airport location, *********************************************************************I made the first reservation for July 18, 2023 - July 19, 2023 #********** and cancelled immediately. I had changed my flight to a different date. The amount charged to my card was $127.19 on July 12, 2023.The second reservation was for July 17, 2023 - July 18, 2023 #********** and was also cancelled immediately there was no charge for the $137.33 room price. The third reservation was made shortly after for July 18, 2023 - July 19, 2023 and my card was charged $127.19 on July 12, 2023.The disclaimer on the confirmation email states:" A debit/credit card will be required to check in, Drury may place a hold on funds in your card account. The hold amount varies and can include the full anticipated price of the stay, plus a $50 deposit for incidentals. Drury typically releases the hold upon check out after final payment has been received. After Drury releases the hold, there may be an additional 7 to 10 days before the funds are back in your account, at the discretion of your card issuer."There is nothing stating my card would be charged the full room amount before I arrived, only at "check-in". I have sent several requests for the $254.38 refund and they are trying to give me credit for the 2 charges of $127.19 for future room credit but I am requesting the full amount of $254.38 be refunded. Drury Inn and Suites is claiming I made an intentional Advance Purchase which justifies their room credit, I am denying this because there is nothing on the app for those days that state I am making an Advance Purchase. "Advance Payment Hardship Request - *********************** #***"We recognize difficulties can arise and we would be happy to offer you these options:1. Book a replacement reservation (same location)2. Book a replacement reservation (different Drury location)

  

  Business Response

  Date: 07/18/2023

  Good Morning ******************,

  Thank you for reaching out to us.   There is a box that a guest checks when booking a reservation that is Advance Purchase agreeing to the room charges being posted at the time of booking. There is a discount associated with this advance booking rate.  I do see that it looks like in this situation since you booked and canceled right away both reservation hardships were approved.  I see two refunds in the amount of $127.19 each were posted back to your Master Card on 7/17/23.  You will see these reflected on your account with in **** business days.  Hopefully this has been resolved your concern and we can have you back as our guest again soon!

  ********************

  Customer Service Manager

  ********************** LLC

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************