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:03/18/2025

  Type:Facilities 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.

  I used *********** to reserve a room at the Comfort Suites in Marietta, Ohio, for me and my two young children, based on the positive reviews. We checked in on the evening of 3/13/2025. On the night of 3/14, as we got into bed, my daughter found a stink bug on her pillow. I disposed of it. Moments later, another appeared, and then another after that. I called the front desk, and the manager on duty answered. She said that there was nothing she could do since this was Ohio in the spring. She said the were coming through the air conditioning vents. She said she could give me a blanket if I wanted to change the sheets on the bed. As we spoke, two more insects appeared on the bed. They didn't seem to come from the a.c. vent, but I couldn't identify their source. I asked if I could cover the vent with towels and she said yes. I did that. The insects continued to appear on the bed and bedside table. My children were afraid to sleep on the bed, and I was worried about the insects getting into their ears/nose, etc. as they slept. At 10pm I decided that we would check out and move to another hotel.
  
  While checking out the manager on duty told me that I had to go through *********** to ask for a price adjustment. I did that, and they said that the hotel is responsible and would contact them for me. The general manager, Marge S***** responded to them that Comfort Suites would not honor the price adjustment for the remaining 2 nights we paid for.
  
  We kept our end of the deal and kept our reservation even though upon arrival the rooms in no way resembled the website description or reviews. They were shabby and smelled of cigarette smoke, bathroom fixtures were rust-stained, the hallway walls and baseboards chipping, there was water damage in many areas of the pool, and so on. But Management's expectations that a guests must contend with an infestation of insects with zero attempt from management to fix the situation (even if we are in Ohio in the spring), is going too far.

  Business Response

  Date: 03/25/2025

  Guest stayed for two nights and was refunded the last night on our end. Guest stayed two nights, not one. *********** would need to issue the rest of the refund on their end. Unfortunately, stink bugs are a common occurrence during certain temperatures in certain parts of the world, but they are not life threatening in any capacity and are not overly common in our hotel in general. We offered to switch the guests room during the whole event, but they declined and decided to stay an additional night out of the 3 originally planned. Please see attached folio that shows the refund of the last night in our system. There was no manager on duty as stated in the guests response, only the front desk agent working.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The $113.98 provided in the screenshot is a refund of the pre-charge fee they made me pay upon check in, "in case of any damage left" by me. It is not a refund of the final night on my booking. Additionally, I was not offered to switch rooms. That is completely in accurate. In fact, when I asked what could be done regarding the situation of a bug-infested room, the desk clerk said she could give me a blanket. There was no mention of offering me another room. 

  The $113.98 shown on the hotel's screenshot to you has not been posted to my account as of today's date.  I am willing to share proof of that to BBB, but not share it to be posted for the public to see account details. 

  Finally, I am well aware that stink bugs "cause no threat to humans", but that doesn't mean my children or I should be expected to be okay with having them crawl into our ears or nose while we sleep. 

  Finally, it should hardly have to be said, but when one books a hotel room it is with the reasonable expectation that you are not sharing the bed with insects. 

  Once I see that the "refund" of the pre-charge fee has posted to my account, and I see that *********** agrees with the assessment that they owe me a refund for the final night, and not the hotel, I will accept the situation as settled. 

   Regards,

  **** *********