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:02/23/2023

  Type:Billing 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.

  Me and my boyfriend recently stayed at this hotel 2/17-2/20. We absolutely loved this hotel, staff was friendly, they offer breakfast/dinner. I was only aware of the 50 dollar hold which they release back to my card as we check out. The issue I have is I checked my card on 2/22 and a 250 charge was made by them. I called same day and a rep told me based off the notes she said they found excessive blood in the bedding and their was no manger on duty to speak to call tomorrow. 2/23 I called and spoke to a ******** ***** which is the manger of this location and said the team had to go in with mask and they have to basically get a new mattress. On Saturday we realize that they never came to clean the room. On Sunday we ask do we have to put a request in to clean the room they said yes so we put a request in, they never clean the room. when we checkout on Monday the room was fine everything looked normal so when I seen the charge I was confused. Me the clean freak that I am if there was blood the way they described it I would've have notice and never slept on it if that was the case. They have White sheets how will I not notice. honestly I believe the so called blood stain must have been there before we stayed or someone came in after us. I went from loving this place till never want to spend a penny in this place again. Manger ms ***** showed no empathy, I felt she didn't do the research behind this situation nor did she care.

  

  Business Response

  Date: 02/28/2023

  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 Charlotte Arrowood located in Charlotte, NC (“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. ******** indicates in her complaint that she was
  wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On
  February 20, 2023, after Ms. ******** checked out, the Hotel’s front desk initially
  reported blood staining on the linen, mattress pad, comforter, and bedding.
  Upon further investigation it was discovered that a miscommunication occurred between
  the Hotel’s housekeeping and front desk staff. The Hotel has clarified that the
  bedding was soaked with urine, not blood. Drury has strict guidelines and
  procedures as it relates to safety and cleanliness to provide a clean and
  healthy environment for our team members and guests.  For the Hotel to complete additional cleaning
  procedures, the room was removed from the Hotel’s inventory from February 20,
  2023, through February 24, 2023.
  
  We are very sorry for the miscommunication as it relates
  to the details of this situation. As a gesture of good faith, the Hotel is refunding
  the $250.00 cleaning fee.
  
  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,
  
  ******* ******
  *********

  Customer Answer

  Date: 03/01/2023

  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:02/19/2023

  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.

  The Drury Inn will not refund my money for reservations I did not use. I am devastated. They offered to resolve this by allowing credit but I live in California and can’t afford to use them again. They are not available here in California. I want my money back, I can’t afford this and I can’t believe a large multi million dollar company won’t make an exception for someone as myself. Please help.

  

  Business Response

  Date: 02/21/2023

  Dear Ms. ***********

  Your Hardship form was approved and a refund was processed on February 19th.  Please allow 7 - 10 business days for this amount to reflect on your statement.

   

  Sincerely,

   

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

• Initial Complaint

  Date:01/16/2023

  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.

  This past weekend we stayed at the Drury inn Columbus Polaris. I had family staying in another room across the hall. We had individually booked our rooms. Different names, payments everything. Overnight on Friday there was an incident in my family members room, that I had no idea of or control over. In the morning I was made aware of the situation, my sister told me that they were getting another room and asked if they could put their stuff in ours until their room was ready. I believe it was around 10AM -11AM when their room was available, so we helped them move their stuff. Around 4:30PM I was taking a nap and was awoken by a knock on the door. By the time I got up and got to the door, the manager and someone else were walking away. They seen me walking towards them and did not turn around to speak to me. I went to my sisters room and she told me that she had to find her policy number for her insurance by 5 PM or we both had to leave. She had already filed an insurance claim and gave all her information, they even gave her a new room at this point, so we were completely caught off guard. I thought me having to leave was a mistake, so I went to talk to someone and had to wait about 10 minutes or so. I was told because I allowed them to hold their stuff in our room for a few hours (my sister is 7months pregnant I was not going to make her take her stuff to the car and back, when her new room was on the same floor as us) that we also had to leave and would get no refund for that night. when I asked why I would get no refund when I was not leaving on my own or because I had done something wrong the guy was extremely rude and just said I had 15 minutes to vacate. At the time my boyfriend was in the pool with the children, so we had no time at all. Not to mention they did not even speak to me about it, they let another guest tell me and I had to go and find someone to talk to. I did nothing wrong to not be refunded and the way it was handled was unprofessional.

  

  Business Response

  Date: 01/23/2023

  ****** ******** ******
  *** ***** ******* ******** ** ******** ********* * *** ****** ********
  
  **** *** ** ******
  
  My name is ***** ***** and I serve as ********* ******* *** ***** ****** ******** *** **********  Drury manages the Drury Inn & Suites – ******** ******* ***** ** ********* **** ********).  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 sister, along with their respective families, were staying at the Hotel –
  Ms. ******** was in one room and sister was in another.  Unbeknownst to Ms. ********, there was an
  incident in her sister’s room the evening after they checked in.  The next day, Ms. ******** was informed that
  her sister was going to be switching rooms, and Ms. ******** assisted in moving
  her sister’s belongings into her room temporarily.  She was later informed by her sister that
  they would all be required to leave the Hotel unless the sister was able to
  demonstrate insurance information.  Both
  Ms. ******** and her sister were asked to leave the Hotel without receiving a
  refund for their second night stay.   
  
  Unfortunately, the damages caused to the Hotel stemming
  from Ms. ********’s sister’s room were quite extensive, and there were concerns
  that the incident might be repeated.  It
  is well within Drury’s purview to seek the removal of a guest who damages Hotel
  property.  However, in an effort of good
  faith, the Hotel provided Ms. ******** a refund upon receipt of this
  complaint.  Please allow the refund
  several business days to process. 
  
  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.
  
  **********
  
  ***** *****
  ********* *******

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drury Plaza Hotel ************, MO
  
  I called to them to cancel my reservation on 12/7/22 because I was unable to make it. This was 22 days prior to my reservation. They told me they would refund my money. The money has not been refunded. I was charged on 11/18/22.  I had to get a new credit card, so the one they have on file is now voided.  They would have to find another way to refund me. 
  

   Confirmation# ********

  

  Business Response

  Date: 12/22/2022

  ****** ******** ******
  Re: Drury Hotels, Response to Customer Complaint – ****** *******
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am ********* ******* for
  Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – *** ***** ************, located in
  ************, Missouri (“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 *** ***** ****** ******** ****** **** ****”) and has an A+ rating with the ***.  We are in the business of taking care of our
  guests, not taking actions that encourage them to leave complaints with the
  ***.  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 Advance Purchase policy.
  
  In Mr. ********* complaint, he states that he booked a
  room at the Hotel on November 18, 2022, for late December 2022, and that his
  card was charged at that time for the reservation.  He attempted to cancel his reservation on
  December 7, 2022, stating that he was no longer able to make it.  Per his complaint, the Hotel allegedly agreed
  to refund his money.  He reports that he
  has a new credit card, so the refund will need to go to an alternative card.
  
  Unfortunately, Mr. ******* made a non-refundable Advance Purchase reservation.  At the time of booking, it is communicated
  that the payment card will be charged, which is why his card was charged on
  November 18, 2022.  To request a refund,
  Mr. ******* will need to fill out an Advance Purchase Hardship request form
  available on Drury’s website: **********************************************************.  The
  filling out of the request form does not guarantee a refund.
  
  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:12/13/2022

  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.

  November 23 through November 25 I was a guest at Drury Inn ******** ********* I arrived with my 2 children around 3pm. As I checked in the representative realized that he had checked me in under the wrong guest name and reservation and the amount charged would be returned to my card. On November 25th I noticed another charge to my debit card and before checking out stopped at the front desk to ask what the charge was for and was told it was probably authorization charge but it would be released asap and I left. A few days later I noticed 2 charges still pending on my bank transactions. I contacted my bank and was told that Drury would need to release the authorization charges for the charges to be credited back to my account. I have been unsuccessful at getting this issue resolved. I have emailed and called both the local Drury and Corporate and am being told the charges cannot be located. I have even sent screenshots timestamped from my bank of the charges. The charges are $160.82 and $19.18 that I am requesting to be credited back to my card or a refund. My kids and I enjoyed our stay. It's disappointing that I am having this issue after my stay.

  

  Business Response

  Date: 12/16/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – ****** ******
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I serve as ********* ******* for Drury Hotels Company, LLC (“Drury”).  Drury manages the ***** *** * ****** – ******** ** hotel in ******** ** (the “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. ****** ****** states in her complaint that the Hotel
  improperly charged her card during her November 23 – 25, 2022 stay.  Ms. ****** states that when she checked into
  the Hotel, the Hotel inadvertently checked her in under the incorrect
  reservation.  She was told that the
  amount charged at check in would be returned to her card.  Then, on November 25, 2022, she states that
  she discovered another charge on her card.  After checking out, Ms. ****** states that she noticed both charges were
  still pending on her card.  She reports
  she is unable to successfully resolve this matter. 
  
  After looking further into this complaint, the Hotel’s
  management team discovered that the charges were still pending under the incorrect
  reservation.  The Hotel immediately
  released the charges, which should be reflected on Ms. ******’s card in the
  next 2 – 5 business days.  The Hotel’s
  ******* ******* contacted Ms. ****** and explained that we released the charges
  and apologized for the clerical error.  Ms. ****** was appreciative of the call. 
  
  For the reasons set out above, we are confident that we
  complied with the law and 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,
  
  ***** *****
  ********* *******

  Customer Answer

  Date: 12/20/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have not received the funds. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/28/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Tequia
  Harris
  
  Dear Sir or Madam:
  
  Please let this serve as a response to Ms. ****** ******** rejection of Drury’s response. 
  
  In Ms. ******’s rebuttal, she states that she did not
  receive the funds.  After receiving this
  notice, our Hotel ******* ******* followed up again with our ** **********, and
  confirmed that we are not holding any funds.  Further, our Hotel ******* ******* reached out to ***** **** to confirm
  that all holds were released, and received a confirmation email, dated December
  27, 2022, stating, “The authorization holds have been released.”  We would request that Ms. ****** reach out to
  the Hotel directly should she continue to experience challenges – we are more
  than happy to send whatever is needed to her banking institution to ensure her
  funds are properly released.
  
  For the reasons set out above, we are confident that we
  complied with the law and 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:12/06/2022

  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.

  Stayed at the Drury Plaza Hotel San Antonio Riverwalk, *** ***** *** ****** ******* *** ******** ***** ***** on Friday, December 2, 2022. We were in Room ****. After checking out on Saturday December 3, 2022, the Drury charged me $250.00 that was not authorized. After discussing this with the Drury, they told me the $250.00 was for smoking in the room. There was no smoking in the room. Because my husband likes to do the right thing, he puts his cigarette butts in his pocket instead of throwing them on the ground and there were no ashtrays or trashcans outside for him to throw them in where he was at. Before my husband went to bed he cleaned out his pockets and put the cigarette butts on the table and when we checked out he forgot to throw the butts away. As a result the maid said we were smoking in the hotel room and charged the $250.00. This is not acceptable. There was no smoking in that room, nor was there any evidence other than the cigarette butts left behind. Just because they found the cigarette butts doesn't mean anyone was smoking in the room. They refused to apologize for their mistake and refund my money that was taken illegally and without my authorization. We have stayed at Drury hotels several times (just not this one). I am even a Drury reward member and have never had this issue before at any of the Drury's.

  

  Business Response

  Date: 12/12/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms.
  ****** *****
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am Corporate Counsel for
  Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – *** ******* ********** ** *** ******** ** (the “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 Ms. ****** ***** is upset about her
  stay at the Hotel, but it appears we simply enforced Drury’s no smoking policy. 
  
  Ms. ****** ***** indicates in her complaint that she was wrongly
  charged a $250.00 cleaning fee after checking out of the Hotel on December 3,
  2022.  Ms. ***** claims that there was no
  smoking in the room.  She states that
  there were cigarette butts in the room, but they were from when her husband
  smoked outside and then brought his cigarette butts back into the room to
  dispose of them.  She further claims that
  there was no evidence of smoking in the room and would like an apology and a
  refund of the cleaning fee.
  
  When housekeeping went to clean Ms. ******* room after
  she checked out on December 3, 2022, there was a very strong smell of cigarette
  smoke in the room.  It was strong enough
  that it required extra attention and fumigation to eliminate the odor before
  the room could be let to a new guest.  The guest staying with Ms. ***** contacted the Hotel on December 5,
  2022, and questioned the smoking charges – stating that he didn’t smoke in the
  room, but the odor might be coming from him somehow.  Given the odor in the room, and the necessary
  fumigation steps to eradicate said odor, we are comfortable charging Ms. ***** with the $250.00 cleaning fee per our policy.  
  
  For the reasons set out above, we are confident that we
  complied with the law and 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,
  
  ***** *****
  Corporate Counsel

  

  Business Response

  Date: 12/12/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – *** ****** *****
  Dear Sir or Madam:
  My name is ***** ***** and I am Corporate Counsel for
  Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – San Antonio Riverwalk, in San
  Antonio, TX (the “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 *** ****** ***** is upset about her
  stay at the Hotel, but it appears we simply enforced Drury’s no smoking policy. 
  
  *** ****** ***** indicates in her complaint that she was wrongly
  charged a $250.00 cleaning fee after checking out of the Hotel on December 3,
  2022.  *** ***** claims that there was no
  smoking in the room.  She states that
  there were cigarette butts in the room, but they were from when her husband
  smoked outside and then brought his cigarette butts back into the room to
  dispose of them.  She further claims that
  there was no evidence of smoking in the room and would like an apology and a
  refund of the cleaning fee.
  
  When housekeeping went to clean *** ******* room after
  she checked out on December 3, 2022, there was a very strong smell of cigarette
  smoke in the room.  It was strong enough
  that it required extra attention and fumigation to eliminate the odor before
  the room could be let to a new guest.  The guest staying with *** ***** contacted the Hotel on December 5,
  2022, and questioned the smoking charges – stating that he didn’t smoke in the
  room, but the odor might be coming from him somehow.  Given the odor in the room, and the necessary
  fumigation steps to eradicate said odor, we are comfortable charging *** ***** with the $250.00 cleaning fee per our policy.  
  
  For the reasons set out above, we are confident that we
  complied with the law and 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,
  
  ***** *****
  Corporate Counsel

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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 booked 2 rooms for 2 nights paid in full in advance. Checked in 10/31/22 and checked out 11/02/22. On 11/03/22 my credit card was charged $73.44 for valet parking as expected. On 11/18/22 my credit card was charged $73.44 again. I have contacted Drury hotels downtown ********* multiple times now. I spoke with several different people and they keep sending me to someone elses voicemail. Nobody ever returns calls. I did manage to get ahold of a manager that was suppose to call me 3 days ago. Her answer was that she has no record of the extra charge and I would need to call back and talk to *****. I call to talk to ***** and I leave voicemail and again no return call. I have talk to my banking branch and they have confirmed that I was charged twice. I have been calling Drury ************** for a week now trying to get this resolved. I even called corporate office and all they did was transfer me to ********* site. I should not have to keep calling to get a resolution.

  Customer Answer

  Date: 11/28/2022

  1380 ********

  ********* **** 44114

  

  Business Response

  Date: 12/05/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint ****************************
  
  Dear Sir or Madam:
  
  My name is ********************* and I serve as Corporate Counsel for Drury Hotels Company, LLC (Drury).  Drury manages the Drury *********** ********* Downtown in *********, ** (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 **********************.
  
  ***************************** states in his complaint that he booked two (2) rooms for two (2) nights at the Hotel from November 2, 2022 November 3, 2022.  He states that his credit card was charged $73.44 for valet parking twice, when he only anticipated it being charged once.  He states that he has had difficulty getting in touch with someone at the Hotel to get this corrected.   
  
  After reviewing Mr. ********* complaint, the Hotel confirmed that ******************** was indeed charged twice for valet parking.  We apologize for this oversight and are glad ******************** brought this to our attention. 
  
  In an effort of good faith, our Hotels General Manager reached out to ******************** and refunded not only the improper valet charge, but both valet charges, and apologized for this oversight.  ******************** appeared satisfied with this response and appreciative of the phone call.  
  
  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,
  
  *********************
  Corporate Counsel

  Customer Answer

  Date: 12/05/2022

  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:07/20/2022

  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.

  July 20/21-2022
  I booked a room online for myself, my husband and our 3 children at the Drury Inn and Suites, Springfield, Ill. Our children Ranging in ages 8months to 4 years. My reservation was booked for a king bed non-smoking. Upon entering the room, it wreaked of smoke, cigarette smoke. I saw a sign by the tv indicating nonsmoking allowed. Come to find out this floor, the 5th floor used to be the smoking floor. This was disclosed by an employee my husband overheard telling another customer. I am very hurt and angry this was not disclosed to us when we booked the room. My daughter and I suffer from asthma and allergies and the lingering smoke is very obvious. We have not been able to sleep well. We are both stuffed up and the smell is very unpleasant. I am requesting a refund. I paid 190.37 for an uncomfortable stay and lingering smoke in our lungs. This is definitely a health issue to anyone who suffers from allergies and asthma. All it takes is for anyone who is questioning my complaint to walk into the 5th floor and Enter our room to smell it.

  

  Business Response

  Date: 07/26/2022

  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
  located in Springfield, Illinois (“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 booked
  a non-smoking room at the Hotel, however, upon arrival smelled cigarette smoke
  in the room.  We are sorry to hear about
  Ms. ****’s experience at our Hotel. Drury prides itself on being 100%
  smoke-free. Our smoke-free status is communicated via our website, during the
  booking process, and posted in each guestroom. Drury enforces a thorough
  cleaning procedure if any guest is found to have violated this policy. It is
  unfortunate that the room’s cleanliness was not in line with Ms. ****’s
  expectations and needs.
  
  Immediately upon reading Ms. ****’s complaint, and as a
  gesture of good faith, our Customer Service Team refunded Ms. ****’s 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 Ms. ****. 
  
  As always, if you have any questions or concerns, please
  do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal