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Business Profile

Hotels

Country Inns & Suites by Carlson

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:05/01/2023

    Type:Sales and Advertising 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 stayed one night at this location (3/31/23) because my flight was cancelled due to bad weather. Before that, I'd stayed the week at another hotel in *************. Within 5 minutes of my arrival in the room, I called the front desk to report a smell like someone had been smoking in the room. I was staying one night and had arrived late, so I told them I'd stay in the room (despite my reluctance to do so). I asked them if they'd make sure to note my call so that I wasn't charged for the issue. They said they would. I've been charged $250 due to the housekeeper reporting a smoke smell in the room after I left. I spoke to 3 staff members about removing the charge and they refuse. I've stayed at 5 hotels in the area, more than 30 days since the start of March 2023 due to a project I'm working on with *********. All of them can attest that I've never had a problem with smoking in my rooms. I can literally supply a medical record to indicate that I've never smoked and no one was with me in the room on any of those nights (my family lives in ****). I believe this is how the hotel pays for their extra cleaning service - they charge innocent individuals when they can't determine the guilty individual. I'd very much like to know who stayed in the room before me or whether any housekeepers have been found to smoke in the rooms. That's what the hotel should be finding out too.

Country Inns & Suites by Carlson is NOT a BBB Accredited Business.

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