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:09/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2 rooms for my daughters birthday. One room was infested with roaches and roach eggs . They were on the floors and on the beds as well as crawling on the walls . I went to the front desk to speak with them and they were said they’d move the rooms . As I’m speaking to them my girls come down the hallway franctic because they aren’t use to seeing anything like this . The hotel staff start screaming at and attempted to shove the young girls . The staff then told me er had to leave we weren’t welcomed here and that they don’t have bugs . They told me I would receive my money back for both rooms . As we were attempting to leave they followed us out yelling obscenities at minor children. (My oldest who’s 17 also said a few not nice things back honestly) this continued for 10 minutes while I packed the children and their belongings into my car . We were taunted . The man said is Americans think we are entitled and went down onto one knee in the parking lot and raided both hands and brought them to the ground like he was paying homage . No one was saying a thing about his nationality or beliefs . Only about the bugs . We ended up leaving and taking all the children to our house . We were told Ted receive a refund and did not . Our card was held for incidentals as well and they took $100 . When I called they said we damaged the room . Not at all . The only thing wrong with the room is that it’s infested with roaches . And that happened wayyy before my arrival .

  Business Response

  Date: 10/17/2023

  Thank you for this information.  As you know there are two sides to every story and this incident was not reported to the BBB, as it occurred.   Ms. ******* checked into the hotel at approximately 3:30 PM with several teenaged girls.  The party went into their assigned room and then had a nice pool party in our pool area.  Ms. ******* came to the lobby at 11:30 PM and said there were bugs in her room and she wanted a refund for her stay.  The front desk clerk offered another room to Ms. *******, however several teenaged girls (who were with Ms. *******) came to the lobby and started screaming obscenities' at the clerk and demanded money.  At this point the clerk asked them to check out as their behavior was threatening to the loan clerk working.  Ms. ******* was not refunded her money, as they were at the hotel for several hours, used our pool and had been in the room for several hours before reporting any issues.  Further more Ms. ******* was never charged an incidental fee for her stay, that is just a lie as we have documentation and camera footage of the whole incident. 

  I would like to thank the BBB and letting us explain what actually occurred. 

   

  Tyler K*****-General Manager 

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for your time on looking into this matter . The business representative stated they had video footage . please review the footage of the man chasing children into the parking lot and getting on his knees screaming at them and threatening them. This establishment had an employee arrested a few weeks ago for raping a motel guests . I have pictures of the bugs and am forwarding them.  I appreciate your time looking into this matter. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *******