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Business Profile

Hotels

Kings Inn & Suites Mason

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Facilities Issues
    Status:
    Unanswered
    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 went to this scam of a hotel on 2/28/25. There were bed bugs and roaches in the room. I went to the front desk and asked for another room and they told me they didn't have any. They were supposed to refund me within 48 hours. I've now been waiting 4 days. Not only have they not refunded my money on ********* that I originally paid for they charged my debit card for the room a second time with the deposit. I've called the hotel and they hung up on me, then stopped answering the phone, then started picking it up and not saying anything. They will not refund me. I've already been in touch with the bank and ********* and I will get refunded but how do you treat customers like this. This place is the worst hotel I've ever stayed at.

  • Initial Complaint

    Date:10/20/2024

    Type:Facilities Issues
    Status:
    Unanswered
    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.
    Hotel was disgusting. Bed bugs, roaches, blood stains on bed and couch. I had a worker come look at room they stated it was unsanitary.
    Promised I would hear from the manager later that day and refunded for charge. Now they hang up when I call and never heard from the manager.

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    They canceled my reservation from a third party and are refusing to give my money back!

  • Initial Complaint

    Date:07/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Check in:
    7/5
    Check out:
    7/7 @ 11am

    $160

    From check in to check out I've never had an experience as upsetting as this. Staff were rude and frustrating to deal with. My room was a mess when we checked in, as if housekeeping used it as a hangout and never cleaned it before we checked in. Talking to the front desk about it, they were upset with the fact we had service animals in a room they gave us. The day and night front desk lady almost made me lose my cool with how she talked AT me. No regards for customer service in anyway. Booking online seems to be an issue for them as well. All around the experience as a customer has been horrible. From the room to the service I can honestly say it was a waste of money for the amenities and service provided.
    A refund or new management definitely seems necessary after our 4th of July weekend Experience.

    The room is under my girlfriends name; ******* ****.

  • Initial Complaint

    Date:07/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    If I could give negative stars I would. Absolutely disgusting all around. Awful employees and even worse customer service. The management is a joke, the cleanliness looks like something you’d find out of a dingy disgusting movie. The ceiling and floors were flooded due to a busted pipe in the upstairs bathroom. There were stains EVERYWHERE. Blood stains all over the place, looked like someone was killed in the room. They are beyond stingy with any accommodations. Only 1 extra roll of toilet paper for a 7 night stay. Illegally opened my mail, and went into my room on multiple occasions without my consent/permission. Looking into a lawsuit against everyone involved. Everytime I was at the front desk there was someone in another room complaining about a different issue. Multiple times I had an issue the person working the front desk would outright ignore me. The cleaning lady complained and swore at me for asking for fresh bedsheets due to their being multiple stains on the linen, same issue with their towels. DO NOT STAY HERE.

  • Initial Complaint

    Date:04/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 am a guest at the Kings Inn Mason and my debit card was attempted to be used with out my permission by this hotel. I received a e-mail from my debit card company @ approximately 3:01 am stating that this hotel tried to charge my account w/o my permission at 12:01 am on 04-04-2024 for the amount of $18.50. I did not give permission/authorize for this hotel to charge my card

  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My family and i checked into Kings Inn Cincinnati on Aug 26th. Our room rate was $122.00. we get into our room and put our stuff down and have to leave due to son's soccer tournament. which is why we were staying there in the first place. As we return to our room we notice the tub, walls, curtains, floors are all stained. the curtains had rips in them. AC was covered in about 1/4 inch of dust like it's never been wiped down. nope soap in the soap dispensers. one of the TVs didn't work at all. and the cup i had sitting on nightstand was covered in ants. there was also FROGS in their indoor pool! i took video of the ants and all the stains to show the manager at desk. i was told we would get a refund if we decided we didn't want to stay. we didn't want to stay. we went back upstairs and gathered our items and checked out. the lady behind the desk said our refund would be processed Monday. We paid 3 times the money to go stay somewhere else because of the last-minute check in. So today (September 6th, we call because we never got a refund, and the lady cussed me out saying they are not returning our money because our items where in this room for a couple hours while we were gone. we were told there is no manager there to talk to, and hung up on us!

  • Initial Complaint

    Date:08/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 checked in to this hotel on August 12, 2023 for a 1 night stay. I told the gal at the counter that I wanted to pay cash for the room, and she charged my card anyway. Once we got to our room, I noticed several issues. The bed had something splattered all over the blanket. I went to the front desk and requested for the bed to be remade. I was given a blanket to change it myself. When I arrived back to my room, my key did not work, however, I realized the door did not lock at all and you could access the room without a key. I notified the front desk and they said they would be right up. It took them nearly 30 minutes to come to the room. They did not seem to know what to do, so offered to change our room. That was an inconvenience, but fine. We repacked and went to the desk to get our new keys. Thankfully, the room was the same as what we originally reserved. However, there were several issues with this room as well. There were ants found on both the bathroom and kitchen area. A lamp on the desk that was very damaged. Stains on the couch, couch pillows, and mattress. The shower was nearly nonfunctional. The door knob for the bathroom was broken. There was no screen or way to lock the window (which also was able to be opened all the way). The towels were ripped. And, my husband and I both got some kind of chemical-like burn on our hands. We did not bring any kind of chemical with us, only our regular toiletries we use daily. We are very dissatisfied with our stay. The website showed pictures of the rooms and facility, and nothing that we saw was accurately reflected in those pictures.

    I am not able to upload all photos, so only adding a select few.

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 stayed at this hotel on 6/16/23. Our checking time was around 11 pm. While im our “suite” at 6:45 the next morning, we notice some small bugs on the wall. We collected the bugs in a plastic cup and inspected them.(we have the photos)
    They were easily identified as bed bugs.
    We quickly gathered our things and left the room.
    My husband took pictures of the bugs and the bites on my daughter’s arm. He then took the cup of bugs to the front desk and asked for a refund. The front desk staff was rude and non apologetic. She said we had to contact hotel.com to receive the refund.
    We had paid for 6/16/23-6/18/23.
    My husband promptly contacted hotel.com and they filed a refund with the manager of the hotel, Stephen ******.
    Hotels.com contacted us and said that they were unsuccessful at reaching the manager.
    My husband and I have also been unsuccessful at speaking to ANYONE at this establishment that could speak with us.
    We would just like our refund for the 2 night stay.
    The total of the stay was $186.70

  • Initial Complaint

    Date:06/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Saturday morning June 3 2023 i called the hotel at 3am starting i would be coming in town from Columbus and wanted to be sure i didnt have to check out at 11am since i would just be getting in a few hours before that. I was told that could be worked out. I get into Mason Oh around 6am with 2 small boys and just started the check in process, even though we spoke hours before. I was given a room that didnt work out for us all to be comfortable so i was taken to a new room. That room was occupied even though i came in with a key card. Was taken to a 3rd room that wasnt clean, band aid on the mattress, smashed bug on the wall by the head board, lights didnt work in the bathroom. At that point its after 7am and myself and kids are ready to just get some rest but i did go to mention the issue. I was the told by the manager that morning after my complaint that i just needed to leave! I was charged over $350 for the desk worker that morning changing my rooms! She then called the police on me and i was forced to leave with 2 small kids and find a new hotel. The manager that morning gave me a fake name and refused to sign my receipt saying i was getting a refund. I’m still waiting on pending charges to come back to my card! This was really embarrassing and i felt stereotyped for being black and very disrespected. I couldn’t the activities i had planned with my kids since so much was taken out my account at the time and had to spend another $200 almost just to get another room.

Kings Inn & Suites Mason is NOT a BBB Accredited Business.

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