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Business Profile

Hotels

Baymont Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Answered
    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 4th, 2024, a tree fell on my house rendering it unsafe to stay in. Therefore, I sought a local hotel to find shelter for the night. When I reviewed the Baymont Inn site, it did say this was non-refundable, but I fully intended to stay. I gave my address in the booking. I arrived to the hotel and was told they do not accept reservations from local people. They were willing to take a $250 CASH deposit; however, I didn't have this large amount of cash, nor did they advertise this prior to booking. They refused to cancel the reservation and return my money. Furthermore, the confirmation email I received said they would not lease to local residents, but they had already taken my money. I feel that they are thieves stealing money from locals. My booking agent, USAA, requested a refund but they still refused. I demand a refund, an apology, and they change their booking process to prevent this from happening to others.

    Business Response

    Date: 07/15/2024

    We do apologize about the inconvenience, however  guest booked through third party and it clearly states on the website all reservations require a $250 cash deposit. We have provided photos of the policy that is clearly posted. Unfortunately per our policy all third party reservations are non changeable non cancelable non refundable. Please let us know if there is anything more we can help you with. You can contact us via email at *****************************************

    Customer Answer

    Date: 07/16/2024

    When I reviewed the hotel listing, there was no warning that reservations from locals who live within 40 miles would not be honored. This notification was only given on the confirmation email after payment was given. I was aware that the reservation was non-refundable but I fully intended to stay at the hotel. When I arrived, they demanded a $250 cash deposit which was not communicated prior to making the reservation. Although they did give me the opportunity to stay if the depost was given, I was not made aware of the deposit requirement prior to payment nor did I have that large amount of cash with me. I was not able to stay, my request to cancel was not honored, and they refused a refund of my money. The hotel did not provide any of these requirements prior to booking. If I had known, then I would not have made the reservation. I hope this clarifies my complaint. I am asking for a refund and promise to properly advise others of this requirement prior to their booking.

Baymont Inn is NOT a BBB Accredited Business.

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