Complaints
This profile includes complaints for Drury Hotels Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 59 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2023
Type: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 July 16th I entered into the travel site the address and dates for the Drury Hotel in Engelwood, Colorado. I was redirected to show available rooms for the Drury Inn on these dates. I booked thru ******* for July 27th thru 29th for a family event. It booked me for this other Drury in Denver Colorado. 45 minutes away from my family with no way of getting to and from the event. I immediately called ******* and they determined it was up to the hotel to decide if it was cancellable. I had not been charged as of that time. We went back and forth. The answer was fill out a hardship form. My family went ahead thru ******* and booked my hotel room thru the correct hotel for the same dates at the Drury Inn down the road so that I could be where I was supposed to be. I called back with both confirmation numbers. same name on reservation, same hotel chain with the same dates and they refused to budge. This is on the hotel not *******. They could have not charged my card when I immediately called and made them aware of the error. They refused to help.
Business Response
Date: 07/17/2023
Hello Ms. *****,
Thank you for reaching out to us. The Advance Purchase team did receive your Advance Purchase Hardship request and have responded to you via e-mail. Please check your e-mail and SPAM for an e-mail from ******************************* . They will be happy to assist you if you could please respond to that e-mail. I have asked them to just resend it as well.
Sincerely,
***** *** *****
******** ******* *******
***** ****** ******* ***Initial Complaint
Date:06/28/2023
Type: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.
Worst booking experience I've ever had! On 6/27/23 I called the phone number on their website and it sent me to a 3rd party company that they contract with to handle their reservations. The name of this company is Reservation Counter. After being on the phone with them for 45 minutes, the lady changed a simple 4 night reservation into 3 separate reservations that overlapped. They double charged me for a room. The lady on the phone instructed me to call back and cancel the reservation. When I called back the person told me that the reservations were not able to be cancelled and I was just out of luck. When I contacted the hotel the lady hung up on me when I called to cancel one of the 3 reservations that was made against my approval. I was trying to explain to the woman on the phone that the number I called to book was on the Drury site and she just kept interrupting me and saying it was on *********. I've never talked to anyone at *********. Right now i've been charged over $1800 for 4 nights and they will not refund the charges. They use a company called reservation counter to field reservation phone calls.Business Response
Date: 07/01/2023
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 Plaza Hotel Pittsburgh (“Hotel”). I am proud to report that Drury has won the JD
Power Award 17 consecutive years for Customer Satisfaction, 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 Mr. ***** ****** is upset about his
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.
Mr. ****** states
in his complaint that he unknowingly made his reservation through a third party,
using a phone number found on the Drury Hotels website. While Drury allows
third-party providers to sell a limited number of Drury hotel rooms on their
own websites, Drury does not advertise these third-party companies or post
third-party phone numbers on the Drury website. Further, Drury Hotels employs
its own call center to handle reservations made directly through Drury Hotels.
Mr. ******
contacted the Hotel directly to cancel his reservation and receive a refund.
Unfortunately, Drury does not have the ability to refund the original
reservation since the funds were paid by Mr. ****** directly to the third
party. The Hotel directed Mr. ****** to contact the third-party provider to process
the refund.
Further, in an attempt to assist Mr. ****** in obtaining
his refund from the third party, Drury has reached out to the third party
directly, requesting a refund for Mr. ******.
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.
******.
As always, if
you have any questions or concerns, please do not hesitate to call or email me.
Sincerely,
******* ******
*********Initial Complaint
Date:06/22/2023
Type: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 booked a room through Travelocity for Tuesday June 27 in ******** ***********. Unfortunately, I made the mistake of booking for the wrong day. When I contacted Travelocity to try to change the date for June 20, I was told I couldn't change the date, but they would reach out to the hotel to see about a free cancelation and refund of the $118 I was charged. Then I had to make a new reservation for that night at the cost of almost $200. For the same room. Today I received an email from Travelocity stating that Drury Inn had declined to cancel the reservation and refund the $118. I don't understand this business practice. So, I will still pay for a room that will remain vacant, because I will be in ***** on June 27th? Because of an honest mistake on my part. If someone could please help me resolve this, I would really appreciate it. Thank you,*****************************Business Response
Date: 06/26/2023
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 Meridian (Hotel). I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 that there was merely a misunderstanding as it relates to Drurys relationship with its online, third-party providers.
********************** states in her complaint that she made a *********** through Travelocity, a third-party provider, at a non-refundable rate. After making the ***********, she realized that she did not make a *********** for the correct date. When she cancelled the *********** through the third-party site, she was not provided a refund. She tried to request a refund through the third-party site but has been unsuccessful.
We see that ********************** rebooked her stay at the Hotel for the date she initially intended to reserve. In an effort to assist, we have cancelled Ms.********** *********** on the alternate date and directly requested a refund from the third-party site, Travelocity, where ********************** booked her initial ***********. 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 **********************
As always, if you have any questions or concerns, please do not hesitate to call or email me.
Sincerely,
***************************
ParalegalCustomer Answer
Date: 06/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:05/21/2023
Type: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 5/15/23, I booked 2 rooms at Drury Inn in Fairview Heights, Ill for a total of 771.74. I realized I booked the wrong date of 5/26/23 to 5/28/23 and I tried to change the date and was told the dates of 5/19/23 to 5/21/23 was not available. I cancelled my reservation with Booking.com and my confirmation #********** was given on the same day. I did not see anything prior to my booking that says you can not have a refund. It is only after you cancel your room that the message pops up. I booked 2 other rooms at Choice Comfort Suites in Fairview Heights for the correct dates. I contacted the hotel to ask about a refund and was told you have to fill out a hardship form to get a refund. I could not find the form and it states on the page some of the things on the page has been removed. I can almost positively state that when I was booking my rooms it said I could cancel before the day before I arrive.Business Response
Date: 05/22/2023
Thank you for reaching out to us. I was able to locate the two advance purchase reservations that were booked for May 26-28, 2023. I do see that these were booked through a third party and were booked at a non-refundable rate. When directed to our site to fill out the hardship just so you know for future reference it is located at the bottom under the contact us portion of the website. I did as a one time courtesy refund these two reservations and placed the two credits back to your VISA card. You will see this refund in 7-10 business days. We look forward to having you back as our guest when future travels allow.
***** *** *****
Customer Service Manager
Drury Hotels Company LLC
Initial Complaint
Date:05/12/2023
Type: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 daughter and I were guests at the Drury , Nashville Airport May 5 - May9, 2023. We were part of a group of 10, 5 Moms with our 5 daughters, 5 young woman with cognitive disabilities. I was in room 220, we were all on the same floor. Friday May 5 we entered the room, used the toilet which clogged. I went to the front desk and *****, a manager said he would take care of it. We went out to dinner. We came back at 9P...used the toilet, it was still clogged. The front desk clerk came up, flushed, stating to another mom "I TOOK CARE OF IT! The next day we were out all day, we used the toilet at 9ish, (URINE ONLY) and the toilet OVERFLOWED! A different front desk clerk came with towels, plunger and disinfectant. She cleared the toilet, let the disinfectant and the towels. My daughter and I use another Mom's bathroom through the night as the floor in our room remained wet. I spoke with the manager ***** in the morning, he called maintenance, IT was fixed when we returned from our day. ***** promised to credit me the previous nite, May 6.
I asked for May 5 also. HE said NO! When I checked out I had credit for May 7,a less expensive nite and NOTHING for May 5. I spoke with ***** again, he said He would fix it! I was charged for different nites and different prices. THIS IS UNACCEPTABLE! I want credit for May 5 and 6....I have spent at least 5 hours pn the phone with the Drury Nashville airport and your corporate office. What was suppose to be a grand reunion of friends was a nightmare. PLEASE ADVISE ON HOW TO PROCEDD.Business Response
Date: 05/15/2023
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 Nashville Airport (“Hotel”). I am proud to report that Drury has won the
JD Power Award 17 consecutive years for Customer Satisfaction, 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.
Ms. **** ****** states in her complaint that she and her daughter,
along with four additional mother/daughter families, were staying at the Hotel.
Shortly after checking-in on Friday, Ms. ****** experienced issues with the
toilet in her room. Ms. ****** informed
the hotel management team, who attempted to repair the toilet. The following morning (Saturday) Ms. ******
continued experiencing issues with the toilet, which had now overflowed. Ms.
****** informed the Hotel, who promptly addressed the situation. According to
Ms. ******, the hotel team member who repaired the toilet left items behind and
failed to clean the floor. The hotel vehemently denies this claim.
Drury regrets that Ms. ****** experienced less than
desirable conditions at the Hotel. In an
effort of good faith, the Hotel provided Ms. ****** one complimentary night. Additionally,
the Hotel allowed Ms. ****** to choose the night in which she would like to
receive her complimentary room, ultimately offering to comp Ms. ******’s most
expensive night.
Finally, Ms. ****** states in her complaint that after
departure, multiple attempts had been made to discuss this matter further with
both the Hotel and the Customer Service team. While Drury would be happy to
discuss Ms. ******’s experience, it has been confirmed that neither the Hotel
nor Customer Service received communication from Ms. ****** after she departed.
Therefore, Drury was unaware Ms. ****** was dissatisfied with the Hotel’s previous
efforts.
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,
******* ******
ParalegalInitial Complaint
Date:05/11/2023
Type: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 2/22/2023 I booked a reservation for 3/28 thru 3/30/2023 at The Drury ************ in **** because we were celebrating my oldest granddaughters 13th birthday and she wanted to go shopping at ********************. The room for 2 nights cost $373.97. This was going to be a special time as I never travel so far away from home. On 3/4/2023, my husband had a heart attack and had to be rushed to the hospital by ambulance. He was in the hospital from 3/4 thru 3/17 because they found that he had an infection in his blood and in the bone of his foot which caused a fracture in his heel. The doctors thought they were going to have to amputate his leg but decided to do surgery to try to save it. Three weeks before my arrival date I called the motel,told them what was going on, and told them I needed to cancel. They told me I could not cancel only reschedule my reservation. They had plenty of time to rebook my room. As my husband was still in the hospital and having continuing health problems I told them I did not want to reschedule. They said I could apply for a hardship cancellation which I did but was denied. I filed a dispute with my credit card company but The Drury Inn still refuses to refund my money. My husband came home on 3/17 and had to be rushed back to the hospital on 3/22 because he was having another heart attack. He was released from from the hospital that time on 4/1. He had to have an external fixator put on his leg to try to save his foot and leg. He had a total of about 5 surgeries and once home I had to administer iv antibiotics 3 times a day. He still has the external fixator on and is continuing to have many health problems. I never will be going that far away from home as that was a one time special event that has passed, nor can I leave my sick husband. Does my husband have to die for them to show understanding and compassion. I just want my money back.Customer Answer
Date: 05/13/2023
These attachments show that on March 10th I tried to cancel my reservation because at that point I knew my husband was not going to get better. I first called the hotel and they told me I could not cancel and gave me another number to call. The representative at that number told me I could try to file a hardship cancelation to see if I would be allowed to cancel that way. The final attachment is what I filed again asking to cancel and was denied. I am sending these attachments because the company tried to say I never tried to cancel, but obviously I tried on numerous occasions giving them plenty of time to rebook the room.Business Response
Date: 05/15/2023
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 won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 that there was merely a misunderstanding as it related to Drurys relationship with third-party providers.
****************** booked her reservation through a third-party provider. After making her reservation, ***************** discovered she would be unable to make the trip. ****************** 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 ****************** directly to the third party. The Hotel directed ***************** to contact the third-party provider to process the refund.
Further, in an attempt to assist ****************** in obtaining her refund from the third party, Drury has reached out to the third party directly, requesting a refund for *******************
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 ** to do for *****************.
As always, if you have any questions or concerns, please do not hesitate to call or email me.
Sincerely,
***************************
ParalegalCustomer Answer
Date: 05/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I was unaware that I was booking through a third party, CCI, and I have found pages of complaints about CCI and how the customer thought they were dealing directly with the ********** to be deceived by this CCI. I will be filing a separate complaint against CCI.
Sincerely,
***************************Initial Complaint
Date:04/20/2023
Type: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 family booked a hotel room at the Drury Inn in Champaign, IL on Fri 3/31 for the night of Tues 4/4 through ********* for a Spring Break trip. A family member we were going to visit contracted COVID and tested positive on Monday 4/3. We called the Drury directly on Monday 4/3 in the morning and were told that we had to have ********* call them to process the refund. We hung up and called ********* who put us on hold and called the Drury and the assistant manager said she couldn't cancel the reservation because it was made through ********* (even though ********* was approving the cancellation). We hung up and called the Drury back and the assistant manager told us we had to fill out an "advance purchase hardship request" and we did that morning and haven't heard back (as of Thurs 4/20). We would like a refund on our room or would take a voucher as we hope to make the trip sometime in the next year.Business Response
Date: 04/25/2023
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 Champaign (“Hotel”). I am proud to report that Drury has won the
JD Power Award 17 consecutive years for Customer Satisfaction, 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 Mr. **** ********** is upset about his
experience with the Hotel, but it appears that there was merely a
misunderstanding as it related to Drury’s relationship with third-party
providers.
In Mr. **********’s complaint, he states that he booked a
room through a third-party provider. After
making his reservation, Mr. ********** discovered he would be unable to make
the trip. Mr. ********** contacted the Hotel directly to cancel his reservation
and receive a refund. Unfortunately, Drury does not have the ability to refund
the original reservation since the funds were paid by Mr. ********** directly
to the third party. The Hotel directed Mr. ********** to contact the
third-party provider to process the refund.
Further, in an attempt to assist Mr. ********** in obtaining his refund from the third party, Drury has reached out to the
third party directly, requesting a refund Mr. **********.
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. **********.
As always, if
you have any questions or concerns, please do not hesitate to call or email me.
Sincerely,
******* ******
*********Customer Answer
Date: 04/30/2023
Complaint: ********
I am rejecting this response because:
Have already tried to receive refund through *********, which they contacted the hotel location, and they stated that they do not have the authority to approve the refund. Who does ********* contact at Drury Corporate for approval?
Sincerely,
**** **********Business Response
Date: 05/01/2023
Dear Mr. **********,
Drury Hotels has reached out to ********* ***** on April 24, 2023 to request a refund on your behalf. The refunds when processed through ********* can take up to 30 days to be reflected on your end. We did not charge ********* so they should have no problem with refunding you. If ********* has any questions they can reach out to Drury Hotels third party help desk team.
Sincerely,
***** *** *****
******** ******* *******
***** ****** ******* ***Initial Complaint
Date:03/26/2023
Type: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.
This is the email I sent Drury Hotels... I am staying at the ********* **** ******** ** *** ********* ****** ********** *** *****
Hello,
On March 21st I was charged $2,000 to my personal bank, when I'm here on a corporate account.
Since I've been at this hotel I have had nothing but problems and I've been quiet about it.
In one month that I've been here of my 7 week stay my room has been cleaned one time and each time I've returned home I've requested a room clean before my return which has yet to happen.
Now a $2,000 charge shows up on my personal banking and it's still not even showing as a "pending" return on my account.
Tomorrow after work is my 4 day split for my break and I will be returning to Louisville yet again. I have to pick up my dog from boarding, which I have to pay for in order to be able to pick him up.
This money needs to be back in my account today. 3/26/23 before I leave from work to head back home for 4 days.
It is unacceptable that a company can take money promptly but not return it promptly when it is indeed your error.
To make matters worse. As I initially asked the gentleman at the front desk on 3/25 at 4:30pm what was going on he proceeded to go stand at the office managers door right next to the front desk and have a laugh about the situation. I do not see any humor in this situation. I'm sure if the roles were reversed he wouldn't find any humor in it at all.Business Response
Date: 03/28/2023
Better Business Bureau
Re: Drury Hotels, Response to Customer Complaint – **** *** ****** Complaint ID ******
Dear Sir or Madam:
My name is ******* ****** and I am a paralegal for Drury Hotels
Company, LLC (“Drury”). Drury manages the Drury Inn and Suites Knoxville (the
“Hotel”). Before discussing Mr. *** ******** concerns, I’d like to note that Drury has won the JD Power Award for
exceptional customer service 17 years in a row. We have also received the Torch
Award from the Better Business Bureau (the “BBB”) and we’ve earned an A+ rating
with the BBB. I share this to illustrate
that Drury is in the business of taking care of our guests and we are deeply
disappointed that any guest would feel compelled to file a complaint with the
BBB after staying at one of our hotels.
Mr. *** ****** planned a seven-week stay at the Hotel,
which was to be charged to a corporate account. On Saturday, March 25, Mr. *** ****** notified Hotel management that Drury incorrectly charged his personal
account $2,000. Hotel Management apologized for this error, immediately
contacted the bank, and requested that the $2,000 be refunded to Mr. *** ******.
To be clear, the attached receipt shows that the Hotel requested this refund on
March 25 – the same day that Mr. *** ****** notified Drury of the error. See Exhibit A.
At approximately 4:47 am on Sunday, March 26, Mr. *** ****** began emailing complaints to the Hotel about the amount of time it was
taking for the $2,000 to be refunded by the bank. See Exhibit B. Again,
Hotel Management responded quickly to Mr. *** ******** concerns. At 7:56 am,
Hotel Management sent a detailed email describing efforts to expedite the
refund and offering fee waivers to Mr. *** ******. Hotel Management reminded Mr.
*** ****** that it was Sunday and that the banks would not open until Monday.
Management committed to further assisting him with expediting his refund
request when the banks reopened on Monday. As a gesture of goodwill, Management
offered to waive the $50 daily pet fee he would incur, which reduced the cost
of Mr. *** ******** stay by more than $1,000. Management also offered to waive
the charges Mr. *** ****** incurred for purchases he made at the Hotel’s retail
store totaling $43.
Mr. *** ****** accepted the waiver of more than $1,000 in
fees. However, he continued to insist that Hotel Management do more to get the
banks to refund the $2,000 to his account. He sent another five emails that
Sunday morning, incorrectly claiming the Hotel was not taking action to respond
to his concerns.
On the morning of Monday, March 27, Hotel Management
faxed a letter to Mr. *** ******** bank confirming the charge was refunded and
requesting that the $2,000 at issue be made available to Mr. *** ****** as soon
as possible. It is our belief that the funds were subsequently released to Mr.
*** ******.
Mr. *** ****** also complained that during the first four
weeks of his stay, housekeeping only cleaned his guest room once. Hotel
management explained that at his request, housekeeping only came to his room
once a week and that with one exception, each time they visited his room, they
observed a Do Not Disturb sign on the door. Housekeeping is trained not to
disturb a guest when this sign is displayed on a guest room door. After
explaining this to Mr. *** ******, Hotel management offered to provide him with
a customized housekeeping schedule to ensure his room would be prioritized, cleaned
and visually inspected by a housekeeping supervisor at times that aligned with
his schedule.
We are sorry that Mr. *** ****** was displeased and that
we did not meet his expectations. However, for the reasons set out above, we
are confident that we moved as quickly as possible to correct the charge and to
provide him with exceptional service. We are also proud that we were able to
assist in correcting the banking issue he experienced. We believe that our more
than $1,000 in fees and charges demonstrates our efforts to address this
concern. For these reasons, we believe there is nothing further for us to do
for Mr. *** ******.
As always, if you have any questions or concerns, please
do not hesitate to call or email me.
Sincerely,
******* ******
ParalegalInitial Complaint
Date:03/24/2023
Type: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 Drury Plaza Hotel San Antonio Riverwalk, San Antonio, Texas for 1 night 3/5 - 3/6/2023. We parked at the parking garage across street by accident when we tried to find our way to the hotel. Later we decided not to move our car to this hotel’s parking garage because we were only staying for a night plus it was just a very short walk. The next morning at check-out I saw the $38.97 valet parking charge on my bill so I told the front desk I didn’t park here for the night. She said weird because the valet guy has our valet ticket. (I had never spoken to anyone from valet, let alone getting a ticket from them). At the end she said ok she would take it off the bill. I did not think much of it then left for seaworld around 9am. In the morning of March 23, I checked my credit card statements and noticed that there were two charges of $38.97 from Drury. I called the hotel someone at the front desk told me my car had parked there for 2 nights. This is outrageous since 1. I never drove my car to valet nor entered their parking garage 2. my reservation was only for 1 night. She cut me off then had me transferred to her manager when I tried to get more details. I waited 10 mins on the phone. The manager who picked up stated that she would check with the valet and security cameras then she would call me back. Six hours later i called them again, another woman on the phone told me the manager is still “working on it” and promised she will call me back, then hung up on me again while I was still talking. I still haven’t heard from them since. The room fee was paid upfront and the 2-night parking charges were both posted on March 5th (before I even checked out). I still have all my receipts and parking tickets for this trip to prove that I parked somewhere else that night, then parked at SeaWorld the next morning and stayed in Austin the following night. I am demanding my refund ASAP and an apology from hotel for the poor treatment I received.Business Response
Date: 03/30/2023
****** ******** ******
*** ***** ******* ******** ** ******** ********* ****** **
**** *** ** ******
** **** ** ******* ****** and I am a paralegal for Drury
Hotels Company (“Drury”). Drury manages
the Drury Plaza Hotel San Antonio Riverwalk (the “Hotel”). I am proud to report that Drury has won the ** ***** ***** ** consecutive years for Customer Satisfaction, has received the
Torch Award from the Better Business Bureau (the “BBB”) and has an A+ rating
with the BBB. We take pride in providing
excellent customer service. We are also disappointed any time a guest has
anything other than a wonderful experience at a Drury Hotel.
Our records show the ** family stayed at the Hotel on the
night in question. Regrettably, the ** family was incorrectly charged for valet
service, despite the fact that they did not receive valet service from the
Hotel. This mistake happened because they were incorrectly listed on a valet
ticket with a set of car keys for a different guest who arrived at the same
time. It appears there was simply confusion at the time the valet ticket was
issued.
It is important to note that we attempted to correct this
mistake as soon as we became aware of it. Unfortunately, we experienced
difficulties contacting Mr. or Mrs. ** until after the BBB report was filed.
Since the BBB report was filed, Hotel management was able to contact Mrs. **,
apologize, and issue a refund of the valet fees to her card.
We trust this resolves this concern. As always, if you have any questions or
concerns, please do not hesitate to call or email me.
Sincerely,
******* ******
*********Initial Complaint
Date:02/27/2023
Type: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.
This past weekend which would be February 24th till February 26th Friday to Sunday I stayed at the Drury inn and ******* Kentucky I paid $290 for two nights Plus a $50 credit card deposit when I got home Sunday late Sunday I received a text that said my deposit I went from $50 to $250. I called them and asked them what the problem was I thought maybe they were trying to charge me a smoking fee cuz I seen the thing on the TV about a smoking fee but I didn't know so when I talk to the woman she returned my phone call and tells me that it's a cleaning fee that my room was too dirty I literally put every single piece of trash in bags by the door I begged it I put all the towels by the door they had to do nothing but vacuum change the beds and wash out the tubs that's their job why should I pay them $250 for their job there was nothing extra. I want my deposit back but $50 or $250 whatever you're charging me I don't care to pay for the room for the weekend that's fine that was $290 I feel like that's more adequate for two days and they clean up my room I want my deposit money back this is crazy they are housekeepers that is what they do and because they're mad they went over the top and no not acceptable.Business Response
Date: 03/01/2023
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 ******* located in *******, KY (“Hotel”). I am proud to report that Drury has won the
JD Power Award 17 consecutive years for Customer Satisfaction, has received the
Torch Award from the **. ***** 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.
Ms. ******* indicates in her complaint that she was
wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On
February 26, 2023, after Ms. ******* checked out, Housekeeping reported the
room as excessively dirty. Upon further investigation it was discovered that a
miscommunication occurred regarding the state of Ms. ******* room at check-out.
Upon learning of this error, the Hotel ******* ******* immediately called Ms.
******* with an apology and refunded the $250.00 cleaning fee. Ms. *******
accepted the Hotel’s apology and expressed satisfaction with the Hotel’s
response.
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,
******* ******
*********
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