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:09/03/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked the Crestview Inn through Hotels.com and p***aid $165.67 for three nights, August *****. We arrived late on August 17, 11pm. We did check in, however when we went into the room (205), it was disgusting. I have attached pictures to show you the bugs in the room, food under the beds, hair on the beds, stains in the beds, and hair in the bathroom on towels. We stayed for 20 minutes, then decided we would not be staying. We loaded the car, went to the front desk, 1125pm, and told the woman at the desk. She said she can give us another room, but I was grossed out and was not going to stay there with my children - it is unsanitary. The room also had a very strong marijuana smell.The hotel is non-smoking, and it was obvious customers were smoking in the rooms and it was coming through the walls/doors. She stated it is legal to smoke and she cannot control that, however it clearly states everything is non smoking. I asked for a refund and she said I had to go through Hotels.com. The next morning, I contacted Hotels.com and they had to get approval to refund from the hotel. The woman at Crestview told the Hotels.com *** she would only authorize $120 refund and lied, stating we stayed 1.5 hours. I did not last 20 minutes in the room - all I did was look and had to leave after I saw the condition! I even called other hotels and booked a new one at 1130pm. I have emails to show the booking of the new hotel that evening. I tried to call several times the next day. No one answered the phone, so I tried Hotels.com again. The woman at Crestview still said no to the rest of the refund, $45.67. There is no reason the $45.67 should be kept by this disgusting hotel that we never stayed in. The place was gross and the lady was fairly blunt and rude. I am requesting the $45.67 back to my card. If I have to call Hotels.com again and have them call for authorization, that is fine, but I need a name of someone they can speak to in order to auth the refund.

  Business Response

  Date: 09/14/2024

  Hello,

   

  As we see the email. and we received the letter from the BBB. so we called the Expedia and we already requested refund to the guest for their entire stay money. first time we approved for 2 nights and today i attached for one night money refund request. Guest will see the credit of one night money in their card in 7-8 business days. so please check and if any problem with the refund contact us or Expedia. we will help you all time. thank you so much for give us one chance. We are so sorry for the guest inconvenience.

   

   

  If you have any questions please let us know.

   

  Customer Answer

  Date: 09/16/2024

  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,
  
  *********************