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Business Profile

Hotels

Clarion Hotel Broken Arrow - Tulsa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:04/17/2025

    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.
    I was told the hotel they had my reservation but not the double beds I booked. They only a had a king bed. With no choice, I accepted the king room.Upon entering the room (Room 120), I was shocked by the condition:? There were bugs present on the desk, bathroom vanity, refrigerator and nightstand.? Used soap left in the bathroom ? Mold on the ceiling ? ******* in corners ? The room was clearly not cleaned properly ? Carpet pulled up ? Holes in the curtains ? Crumbs and stains on the carpet ? Dirty toilet, floors, and bathtub ? Stains and pubic hair on the bed sheets After reporting this two different times that night without action, we didn't feel safe staying in that environment. We left at 10 PM to find another hotel. It was myself and my two small children. The staff knew we were leaving and they did not cancel our reservation. After reporting this to Choice Hotels, I was told by corporate that they can not give me a refund because "we can not issue a refund as our hotels are individually owned and operated."I've contacted the Tulsa ***************** too. This hotel also serves food and a bar.I have documentation, but your upload feature isn't working.

  • Initial Complaint

    Date:10/26/2024

    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.
    3 rooms all with infestation issues. My *** dog got severely injured, bites and blood after I asked for a safe room and was told one was coming. Never did after 5 days of waiting. Holes in walls and floors with 3 different species of insects coming thru in abundance. Health and safety issues are extreme and total disrespect by the property in handling. entire property is filthy and should be looked at. I lost personal items totalling $175 plus my *** dog is severely injured and requires vet attention as a result of their negligence. They attempted to put me in a HC room when I'm disabled but not in a wheelchair. Dangerous as I almost broke my neck. They need *** training also.

  • Initial Complaint

    Date:05/21/2024

    Type:Billing Issues
    Status:
    Resolved
    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 Date was 5/11/24. We arrived at just after 730pm and was told they had overbooked our room and we would be moved to the other side. The other side had no hot water and therefore community showers (with 2 teenage girls) would be necessary. While standing at the front desk 3 room keys were passed out for showers. We declined. Asked for our reservation to be cancelled. The receptionist stated absolutely no problem. You won't be charged since the error was on the part of the hotel. We were charged and after 4 days of begging and pleading and calling I cannot get thru to a manager.

    Customer Answer

    Date: 05/21/2024

    They just refunded my money.  Thank you so much for your help!

    Customer Answer

    Date: 05/22/2024

    Consumer
    Most Recent Message
    Date Sent: 5/21/2024 11:52:36 AM
    They just refunded my money.  Thank you so much for your help!

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Me and 3 other co workers stayed here from April 11th to April 14th 2024 and had some disgusting issues. My room 312 had ants in it and my co workers room 211 had cockroaches in them.They had no hot water for the entire building for the 12th, 13th and 14th with no end in sight, we left today( the 14th) and had difficulties getting refunded through Hotels.com because they were unable to contact the hotel apparently. Virtually every time we had to go to the front desk for a problem the phones were ringing and no one would answer them which is exactly what Hotels.com said was causing delays with the refund. While there many other guests were trying to get refunded and some people were yelling etc. It does not appear there is any legitimate management on site and the employees have all been left to try and run the place by themselves from my impression. Their key card machine also was messed up and could only ever get 1 key card per room which also made things very difficult as we were there for work and come and go at different times. This place seriously needs to be closed down and not allowed to operate untill their get the hot water fixed and all the bug problems solved amongst getting their wifi working and their cable TV working as it never worked the entire time we were there. One of the elevators wasn't working the entire time either and there was no elevator inspection letter posted either and the elevator doors would almost smash you also like they wouldn't stop closing on you unless you like fought with the door, I saw some lady arguing with the front desk staff about it also because I guess her kid got squished a bit in the elevator doors. This place is in dire need of renovations

    Business Response

    Date: 04/25/2024

    I completely understand the guest's frustration regarding the hot water issue during the stay that was due to a technical issue with the boilers.  However, it's important to note that the payment for the guest's reservation was made through Hotel.com, not directly to our hotel. Therefore, we recommend reaching out to Hotel.com to address this matter as they handle the financial transactions and bookings. Nonetheless, we sincerely apologize for any inconvenience this may have caused during the stay and appreciate his understanding.

Clarion Hotel Broken Arrow - Tulsa is NOT a BBB Accredited Business.

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