Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/28/24 i arrived at this hotel around 6 pm having had already made a week long reservation. After making The ****** payment for the room I was informed of the "cash only" deposit of $100.00. After locating a working ATM in the area retrieving the cash and returning I was given my room. Upon entry roaches everywhere and I mean everywhere, hideous smell, dirty sheets, no shower curtain, no soap, no toilet paper, no towels, the walls were stained yellow with visible runs from what I imagine was urine judging from the putrid smell. I informed the desk I needed towels soap shower curtain and toilet paper and waited patiently. After no response for . Over an hour I had to leave. The next day on 2/29/24 I returned talked to the manager told him I had to check out and he informed me no refunds no exceptions not ok but may I have my security deposit back. After he walked through the room *** said the room js ok but the money is in a safe and he didn't have access till 2/30/24. 11am 2/30/24this man calls and say due to findings in my room I will not be receiving my security deposit. I asked what he possibly could of found and he says paraphernalia. This is completley untrue, not possible, and unacceptable and i informed him i would pay for a 30 dollar drug test to get my most my money back. He hung up. I spent a total of 90 minutes in this room and they charged me $478.00. How this is not considered flat out theft is unbelievable and I would recommend staying far away very far away from this place.

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room for a month. 2 weeks in we found bed bugs. When there was a sheet change, we found the mattress to be ****** and moldy. We had to leave because we have children. They called the police on me. They would not refund our security deposit or refund the remainder of the stay.

  Customer Answer

  Date: 03/08/2024

  All photos are from my stay I was given two different receipts.****** moldy bed when I noticed changing laundry showed Manager he showed no care in the world left the dirty bed sack pictured at the door way with more us washed bedding I didn't sleep after that we left the next morning.I had to book another hotel to stay with money I didn't have. The manager was asked for multiple time she told  the worker to tell me to give her a minute me and my family went to sit outside returned asked for her again.No response from front desk went back to the room went to talk to manager again this time police was called. Upon arrival police asked what's the issue with him .The front desk employee he didn't no anything . Manager gets in her car and leaves not a word to authority this is a repeated action for the .I was my money back and my deposit I was charged extra outside of what i book to it was horrible uncomfortable bug fight Hazelwood city inspection can to inspect my current hotel unit they said they were headed to Welcome Suites Hazelwood next for unit 219

• Initial Complaint

  Date:10/20/2023

  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.

  Well first off we came to this hotel because we were homeless with three kids and two dogs, we ok with it at first but the stove didn't have knobs and one of the burners was not working right and the stove was nasty, and there was some shit on the floor that my kids could of ate and they could have ended up in the ER but anyways October 16,2023 I took my kids to doctor and came back and my husband stated that one of the workers just walked in our room without knocking and we have two dogs which could have got out, so I went down to the front desk and told the lady about it and told her she said she would tell the manager about it, well as my husband was leaving for work she said we needed to pay 150 for a ferret that we didn't longer have there we have her to someone to hold on to but when we told her we didn't have that money we were told to get out so I husband had to call off work so we can get our things and get out while doing that the lady called the police and we were told that we are being evicted from the property, but he asked us how long we told them 1 hour because we needed help getting our belongings out. But my husband asked for a refund and we were told no which we did not destroy room at all I cleaned it and kept it clean besides all the roaches that were in the room. But I think it was not fair for us to be evicted like that when she didn't know the situation. I am not the only person that this happens to they take everyone's money does not matter the situation is and then call the cops on everyone saying lies, I think they are robbing people from their money the ones that actually take care of there room. I just want a refund and something done to this business they don't deserve to be open and keep taking from people.

  Business Response

  Date: 10/30/2023

  Being homeless is never a good situation to learn of and
  many of our guests call the Welcome Suites home until other opportunities are
  available to them.  To that end the hotel
  has policies for the betterment of all who stay at the facility.  Upon check in, hotel policies are reviewed in
  detail and each guest signs off they were made aware of these policies.  Management had been called to this room for
  noise complaints (including dogs) and for smoking.  As per hotel policy and Missouri law there is
  no smoking in the hotel. Due to smoking in the room (with children) damage/cleaning
  fees were accessed.  The ferret was to be
  removed and never was.  Our maintenance
  team came to the room to make repairs like in the photos submitted and was met by
  being threatened.  Unfortunately, that led
  to the police being called who witnessed the threatening behavior and recorded that
  the ferret remained in the room.   At that point the guests were asked to leave the hotel.  There will be no refund as stated in the hotel
  policies, room rent is pre-paid and nonrefundable.  

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There were roaches and bugs all over the walls, there is mold in the unit. Also, the carpet feels like you are walking on mold and water, there was dead water bugs in the bathroom shower. I reached out to management about the conditions of the room, the guy at the front stated that we should get a refund and we should see it within 7 to 10 days. We did not stay at the facility at all. Also, the bed had cigarette holes and there were visible bed bugs on the bed. I would like to be refunded $360.00.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travel nurse. Booked a week stay at Hazelwood Welcome Suites. Day one, heat not working, bed broken, no tissue dispenser,, roaches in room. Advised staff and told maintenance have lives and they don’t work on weekends. No refunds and no vacancies. Slept in car. Day two, maintenance shows up around 4 pm. Report he is a residence of hotel, however living in Ofallon Il due to he is on program to try to get his kids back from DCFS. Fixed heat but can’t fix bed or provide tissue dispenser. Manager asked how did I pay for my stay. Advised paid with cash. Report didn’t have enough money to refund and left. Advised staff to move me to a different room. Day three, assigned different room. Roaches, no amenities, water dripping constantly over tub, door will not lock. Exterior door unsecured. Two young men in all black with ski mask sleeping on stair case. Day five, maintenance man along with Orion man knocks on door. Advised maintenance of door not being secured and water continuously running. Maintenance man went to manager and requested I be evicted. I advised manager that I had no problem with leaving, however I requested a refund. Requested to know owner, advised it was an Indian that did not live here. I was told that I had until 3 pm to leave. I requested the police be called. Police was already on site evicted someone. Police entered lobby and told me I was trespassing and I had to leave. Advised police that I wanted to leave however I had paid for a week and wanted my money returned as well as my personal belongings. He said that was up to the hotel and it was a civil matter. I asked for shy on duty. He than advised me to put my hands behind my back. I was being arrested for trespassing. I advised policemen that my personal belongings were in the room unsecured. . I also advised policemen of my injuries and requested handcuffs be loosened. He refused upon arriving to police station. I again advised police of handcuffs, shoulder and knee injuries. He grabbed me b the shirt and pulled me out the car. I requested medical attention. EMS was called later and I was escorted to Depaual Hospital. I left the Hospital and returned to police station to request my personal belongs. I advised police that my personal belongings, medication and $30,000 had been left unsecured. This is why I was demanding not to leave.

• Initial Complaint

  Date:01/11/2023

  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 am requesting that you contact the OWNERS or the AREA MANAGER(s) regarding resolving my complaint:
  
  I have been in the biggest suite of this hotel paying close to $600/week for more than 6 months. Since I have been here I have had to repair the hallway door two times and the bathroom door one time all by myself because either the maintenance man was either busy or not available. I have received one repair since I have been here - which was to replace a light bulb. Currently I am waiting to see if the maintenance man will arrive to replace a hanging metal shower rod before it falls and injures one of my children in this suite. I have been waiting on this for 2 weeks, and every time I ask management tends to respond in frustration to my repressed inquisitions.
  
  I have had to place orange peels around my suite because of the incessant roaches, whether or not it had to do with the company selected to fight pests or the current season we were in. I have had to adjust the air conditioner- which was new- after immediately reporting it to management that it would not stop leaking.
  
  Every time I go downstairs management tells me they are too occupied to assist me when I bring the most money to this hotel.
  I have a hard time understanding why I have to wait 2 weeks to 2 months to have any area repaired in this hotel.
  
  When I was in a previous room that was smaller I kept reporting moss and mold in our suite. All management did was cover it up with paint and spray. Something needs to change.

  Business Response

  Date: 02/01/2023

  Any issue any customer has in their room we will address, and the metal rod in his room will not harm one of his children.  It is just missing screw.   All the other issues I have not heard about.  

  Customer Answer

  Date: 02/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I completely disagree with management’s response to dictate that they were never knowledgeable of the concerns thus explained in my ever so recent complaint.
  
  
  Every concern that I have listed in this complaint has been brought to the office’s attention directly and personally. If there is a problem with communicative efforts between the staff and management, or a breach in communication, then might I suggest a coaching opportunity to prevent further complaints from arising, preventing further problems from being realized.
  
  
  Moreover, my complaint is not solely based on concerns being addressed in a room. My complaint surrounds the concerns of each room “being addressed in a timely manner”, contrary to weeks or months before a problem is actually resolved. The objective is to solve a problem “before” it becomes hazardous to a customer.
  
  
  I personally addressed the manager, *********, that I was currently using orange peels as a deterrent against the roaches, prior to them selecting a new vendor to assist with pest control. Furthermore, she was the one who personally informed me that they were switching vendors.
  
  
  I personally addressed the manager, *********, and provided photo documentation, that my shower rod was hanging and I needed it to be rectified. This specific concern was brought to her attention on a near-daily basis, since the shower rod began to hang more and more. After two weeks of bringing it to her attention with no resolve, I filed my complaint.
  
  
  I personally addressed the staff about the 2 doors that required repair; and, I personally addressed the staff after I repaired the doors. At that time the maintenance man was struggling with alcohol and was later dismissed in his attempt to take his own life. Since then the maintenance man has been replaced with a much more professional selection.
  
  
  When it came to our previous room in 204, my wife spoke directly with the manager for 2 days regarding the concern about the mold in our room that needed to be addressed. Thankfully, after several discussions, we were provided a different room to help adhere to that given situation.
  
  
  Again, the concern is that issues in rooms are addressed “before” they become hazardous or injurious to those within the rooms. I am hoping management pays as much attention on rectifying maintenance issues, in comparison to strong notifications to customers, that if they do not pay in a timely manner before 11:00am on their due date then they will have to leave the premises! Such fervor is warranted on both sides- payment from customers & repairs from management.
  
  
  If management’s response to this complaint truly surrounds not being knowledgeable of concerns, then might I suggest a clipboard to tally such circumstances as they arise, since with these concerns listed in my complaint I can attest that I had spoken personally with the manager and staff with my concerns. 
  
  
  The goal is to better communicate with customers and provide a more appropriate time that is actually executed when it comes to solidifying repairs and concerns in rooms.
  
  
  Currently, there is a new toilet and the hanging shower rod was rectified with much more than a single screw. 
  
  
  Thank you!
  

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