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:07/22/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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 and were charged for a two bedroom suite with kitchen and kitchen accessories. We were told by management that it wasn't ready, but could be the next day, and put us in a smaller room. They never gave us the suite.
  The manager dismissed everything we said and repeatedly claimed there was nothing he could do about anything.We ended up leaving a day early due to the heat from the broken AC and filth.
  This place was utterly disgusting. They should honestly be shut down.
  There were bugs, mold, and food residue on everything. None of the dishes had been washed at all. There was crusted food on the plates and utensils, as well as crumbs all over the mattress.
  The bedding wasn't clean.
  The kitchen has crusted food on the stove, counter, and spilled all down the fridge.
  The was no dish soap or dishwasher powder.
  There was actual mold in the coffee pot.
  We couldn't use the kitchen at all.
  
  They didn't want to give us (4 people staying 3 nights) more than 2 towels.
  There was food crusted on the walls .
  The television wouldn't work. They said there was nothing they could do.
  The air conditioning quit working the second day.
  They said there was nothing they could do about it and that they had no other available rooms.
  The lotion and shampoo had been opened and was half used.
  There were no phones or alarm clocks.
  
  Some of the things we had to spend money on to make up for this room were:
  An air mattress for my son since the fold out bed was full of food crumbs and stained.
  All new convenience food so we wouldn't have to try and cook in that disgusting kitchen.
  A blanket since they wouldn't give us one.
  Hand soap, shampoo, and body soap.
  Clorox wipes to clean the food grime from the table, chairs, for handles, and walls.
  
  We were charged $562 for this for 3 nights in a 2 bedroom suite. We stayed 2 nights in a smaller, filthy, hot room with unusable amenities and with no adjustment to our charge.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked two suites at the Hawthorn Suites, one in my name, one for my brother. We traveled in town for our father's funeral. My family arrived before his flight got in. Although property wasn't nice (torn carpets, dirty walls, doors and counters, hole in wall etc.), we decided it had to be acceptable because we were so tired and a long day ahead. After about an hour in the room, we saw bugs around the tv, then we saw bugs in the bedroom (cockroaches we believe) so we packed up and left at 11:30 pm (funeral was the next morning so obviously it was very upsetting). My husband told the front desk and they cancelled our room and the charge. But they didn't cancel my brother's room (under **** ******* which I guaranteed on my credit card. We left and found another hotel. I called the Hawthorn at 12:30 am to make sure they didn't charge me for ****** room. The person said it was charged and I had to call back and speak with the manager at 10:00 am. I told him I couldn't because that was the time of the funeral so I called on 9/29/23. The manager wasn't available. I called many times for days but the manager was never available. I left detailed messages. I contacted Wyndham because this is one of their properties. They said they can't process refunds, it has to be done by the property. They gave me the owner's name and email. I sent a lengthy email requesting refund. No reply. I called and asked for owner, was told he wasn't in and when to call back. When I called back I was told he is aware but will not help me. When I call now, they hang up on me. I just want my $149.69 that was charged on 9/28/23 refunded because no one would stay at a hotel with cockroaches. This property of very poor quality and seemed to be occupied by transients and long term stay guests, not families like ours. Who can sleep with bugs all around?! What a horrific experience! I wish they would just talk with me, credit it and stop making it so difficult but now I think it's best they are reported

• Initial Complaint

  Date:07/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was in town for a funeral and I had a very poor experience at a hotel next door to the Hawthorn Suites. So, I walked into Hawthorn Suites in person in the afternoon, around 3:00p. I asked if they had any rooms available for the following night and the front desk attendant said yes. She stated the room price, I agreed and gave a credit card to hold the room for the reservation. That was the end of the interaction. I did not sign anything and was not given any other information about my stay. The next morning, the day of my stay, I had a change of plans associated with the funeral I was in town for and walked back into the Hawthorn Suites to cancel the room I had reserved the day prior, about 17 hours prior. I explained my situation and said I needed to cancel the room reservation and the front desk attendant said it was no problem and would take care of it. That was the end of the interaction. A few days later I noticed I was charged in full for the hotel stay at Hawthorn Suites, approximately $85. Since I didn’t stay there and they rendered no services I felt this was wrong and called the company (Wyndham). After a week they got back with me and said I had to deal with the hotel directly since it’s a franchise. So, for the past month I have consistently tried to get a hold of the manger. After many calls I finally spoke with her, and she stated I was charged because of their cancelation policy (that applies to cancelations within 24hours of check in). However, I was never informed of this policy when making the reservation in person, never was given an opportunity to agree to it, and it is not stated anywhere on their website that I can find. I feel I was doing the business a service by even walking into the hotel to give them my business, and to have them take $85 from me without providing any services is stealing, and wrong, especially without properly notifying me of their cancelation policy. I believe I am entitled to a full refund.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had booked a 2 night stay at this hotel late April of 2023. As soon as we arrived we knew there was an issue. There were vehicles up on blocks in the parking lot. When we got into our room it has not been cleaned and not cleaned for some time. No blankets on the beds only sheets, stains on the walls and ceilings, broken picture frames, etc. The hotel has people living there for extended periods of time, they have pets and the smell of animal urine is atrocious. We tried to find an alternate hotel after seeing this but could not find any as there were multiple tournaments for multiple sports going on this same weekend and being 8 hours from home we didn't have an option. The main exit door leading from the hallway to the exit corridor to outside has no handle on it which impeded ones exit and is a fire safety violation. I have videos and pictures of all of the items described above and more. We made attempts with Wyndham directly to try and get a refund as this hotel should not be in operation and no one should have to pay to stay here. The website is misleading and is not accurate as the condition of this hotel. There are now 6 reviews on trip advisor stating this hotel is in shambles since I posted my own review to warn others. This hotel should be shutdown as it is atrociously filthy and unsafe.