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:10/07/2024

  Type:Facilities 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 decided to purchase a room here for $142. Upon entering the room there were massive blood stains and other stains on the sheets, no towels, no toilet paper, and the room was extremely gross. Not only that the room smelled awful. Within 15-20 minutes of being in the room it was then decided I wanted a refund. The business said I could get a refund but I would have to wait to get in contact with a manger. I contacted Relax Inn through a phone call and was told I won’t get a refund, they claimed I was there for over an hour and 20 minutes, that I had only purchased the room for sex and that they knew exactly who I was and that they’ve seen my ID before. They said they knew everything about me. I never gave them my ID and I have never been there before. They did not say anything about the stained sheets, lack of sanitation and other things listed. The customer service was extremely rude and many false accusations were made towards me. I feel completely disrespected and taken advantage of. I just want my $142 back for a room I didn’t even stay in and was falsely accused of things I didn’t do.

  Business Response

  Date: 10/10/2024

  The guest check in about 8.35 pm and check out at 9.45 pm .  If the guest has any proof he check out as he said? And I know him 2nd time he do that type of activity here and we are going to black listed him. According to us he stays all nights but if he has any evidence he check out with in 15 minutes we will refund his money. And in the photo that is a mattress protector for spill and liquid he do not have any proof it is from our property and our room. If he has a live photo we can do it and need some evidence he leave with in 20 minutes.

• Initial Complaint

  Date:08/16/2023

  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.

  The date of our problem occurred on Sunday August 6th at the Relax Inn in Rome, NY. We had a large church group (7 rooms) reserved. We checked into our rooms. Some rested, some took showers, and some relaxed outside. Shortly after our arrival we realized the location did not feel very safe- however the awful room conditions (blood stains on multiple beds, cigarette burn holes & even ash on sheets along w/ hair & other stains, broken curtains, several kinds of bugs, and this does not list everything). In no way did we feel comfortable staying at the Relax Inn with our group of students so we requested a refund because we would be leaving (which we did) immediately. Unfortunately they refused, refused even a partial discount of our $760. They told us that there was no exception for same day cancellations. Sadly our church group is out of that $760 which they worked hard to raise to get out to their national convention (more needed to be spent to find a safer, clean space to stay which was twenty miles away). Today August 15th I tried one more time to renegotiate a compromise with motel management at the Relax Inn, however I was treated respectfully and the conversation ended very quickly. Any assistance in helping us getting a refund or even a partial refund would be greatly appreciated. Thank you for your time. Pastor ****** *******

  Business Response

  Date: 08/24/2023

  If you provide me last 4 digit of card than it will be easy for me to piratical refund. The group check in late which is against the policy you can check also online. They check in about 1 am midnight without any extra late check inn fee. and they used and before that they are asking about if they want to leave in couple of ours than they will getting some refund and we declined. We offer them walkaway and we are not going to charge you anything but they decide to stay and up to checkout they all night bother front desk and other guest also. We request them not to bother other people otherwise we are going to call 911. But still we will going to some refund so please provide us last 4 digit of card and name on the card. Thanks

  Customer Answer

  Date: 08/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Here is the answer to the question from Relax Inn.  The name on the card is ****** ******** ** *** and the last four digits of the card is ****.  We appreciate this compromise.  Thank you.  Pastor ****** ******* 
   
  Regards,
  
  ****** *******