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Business Profile

Hotels

Express Inn & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:09/15/2023

    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.
    September 14, 2023, I am currently traveling for work and was looking online to book a hotel for the night as we had been driving all day from ******* ********** and ended up in ****** ****** for the night. On the website it asks you to select your estimated time of arrival which I selected 11pm and paid the $131.19 for the room for the night. About a hour later Before arriving for our reservation the owner ***** texted us saying she was closing for the night. When we arrived 20 minutes later, she didnt even let us get out of our car and told us she didnt have parking for our small tow behind utility trailer (8ft), even though the website says free parking and there were larger uhauls currently parked there. she refused to rent us the room. She then berated me and was extremely condescending towards me when I was just trying to come up with a solution to the problem. When I asked her about a refund since we then had to go find another hotel to rent she said I would be receiving one minus the cancellation fee since she cant rent that room anymore as she would be going home for the night.. upon looking up what the cancellation fee is its the whole price of the room. When I tried to explain that it made no sense I get charged with canceling since she was the one that cancelled she became more irate and hung up on me. So out the price of the room and no room after being in the road all day.

  • Initial Complaint

    Date:04/07/2023

    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.
    4/03/23-4/05/23 Booked room through expedia, they wanted a $50 deposit when we checked in so we put it on the card. After checking out she said she would return our deposit to my account. A couple days later I check my bank account and I notice that they not only kept my deposit, but are charging me an additional $50 so I call them to ask and she starts flipping out on me saying that we stole from them and trashed the room and that's why they think it was ok to charge me again without any type of agreement. We didn't trash their ant infested room. I was with my wife and 7 year old son. They don't even have to prove their claims apparently. We didn't make a mess at all, but even if we had, as a paying customer that would be our choice if we did. Do your job as a housekeeper, you don't get to charge me more money because you don't wanna do your job. I'm pretty sure using my card without my approval is a crime is it not?

Express Inn & Suites is NOT a BBB Accredited Business.

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