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:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  1500 Sterling St I-99 at Exit #31, Altoona, PA 16602-2828
  
  Phone number : *********** 
  Subject: Notice of Intent to Sue for Negligence and Breach of Contract
  
  Dear Sir/Madam,
  
  I am writing this letter to formally notify you of my intention to pursue legal action against the RODEWAY INN- for the severe negligence and breach of contract that I experienced during my recent stay at your establishment. The purpose of this letter is to provide you with an opportunity to address these issues before proceeding with legal action.
  
  On 10-10-23, I checked into room 306 at RODEWAY IN To my dismay, the condition of the room was deplorable and fell significantly short of the cleanliness and standards expected from a reputable hotel. The following issues were encountered during my stay:
  
  1. Stained Bedding: The blankets and sheets provided in the room were visibly stained, which is not only unhygienic but also unacceptable for a hotel that claims to prioritize guest comfort and satisfaction.
  
  2. Unsanitary Conditions: Upon inspecting the room, I discovered candy, food debris, and a substantial layer of dust underneath the bed. This level of uncleanliness is wholly unacceptable and demonstrates a severe lack of attention to basic housekeeping standards.
  
  3. Dusty Air Conditioning: The air conditioning unit in the room was clogged with excessive dust, rendering it barely functional. This not only compromised the air quality but also affected my overall comfort during my stay.
  
  4. Faulty Shower Fixture: The shower faucet and knob were not securely connected to the wall but were instead loose and appeared to be in danger of falling off. This posed a serious safety hazard and demonstrated a lack of maintenance and upkeep.
  
  5. Bedbug Infestation: Perhaps the most distressing issue was the presence of bedbugs in the room. I discovered a significant bedbug infestation during the night, which resulted in numerous bites and a complete lack of sleep. This is not only a violation!!

  Business Response

  Date: 11/11/2023

  Mr ****** arrived at the hotel early morning on 10/6/2023 and floated around in the lobby the entire day until late night he arranged to make a payment for his stay at Rodeway Inn. Financially struggling, and no where to go, he managed to stay  on the nights of October 6,7,8,9 of 2023. He would put a reservation, and wait the entire day to check in. He threatened the property manager that he has taken some videos and will call the news channel and put it out on the social media if they will not give him a free night stay at the hotel. Unfortunately it was not the option available for the manager to offer and she refused, which in turn, agitated Mr ******. the below information shows the number of nights he stayed at the hotel repeatedly, besides he thought it was not a safe place for him to stay. I apologize on behalf of the entire staff, if we could not meet his expectations at the property. They did the best they could to accommodate him. Please feel free to reach out if any further explanations are requested.

  Thank you

  Sincerely

  Dharmesh P****

  General Manager ******* *** ******* ***

  Reservation List - Search Matches
  More than one reservation matched your search criteria. Please choose from the following names:
  Quick Search 
  Name Status Arrival Departure Room Type Guar. Conf. #
  ******, **** Checked Out 10/6/2023 10/8/2023 216 QQ ** *********
  ******, **** Checked Out 10/8/2023 10/10/2023 249 QQ ** *********
  ******, **** Cancelled 10/10/2023 10/11/2023 105 NK ** *********
  ******, **** Checked Out 10/10/2023 10/11/2023 306 K ** *********
  ******, **** Cancelled 10/12/2023 10/13/2023 K ** *********

  Customer Answer

  Date: 11/17/2023

  Dear [Hotel Management],

  
  

  I hope this letter finds you well. I am writing to bring to your attention a serious matter concerning the unsanitary living conditions I encountered during my recent stay at your hotel. I believe it is imperative to address this issue promptly and seek a fair resolution.

  
  

  During my stay at your hotel I encountered several issues that considerably impacted my experience. Firstly, I discovered the presence of bedbugs, dust, mold, and a broken shower faucet in my assigned room. Understanding the importance of maintaining a clean and safe environment for guests, I promptly approached a member of your staff to report these concerns to the management.

  
  

  Regrettably, the staff member I approached responded inappropriately and became hostile towards me. Despite my clear intention to bring the unsanitary living situation to their attention, I was unjustly accused of seeking a complimentary room. I wish to emphasize that obtaining a free room was never my intention, as evidenced by my willingness to wait for a few hours to secure the necessary funds for the subsequent day's stay. Furthermore, I returned the following day to settle my payment without raising the issue again, only to be denied a room altogether.

  
  

  To further substantiate the severity of the situation, I have taken videos that demonstrate the extent of the injuries I sustained due to the presence of bedbugs or similar pests in the room. It is important to note that my purpose in reaching out to you is not solely for compensation but rather to achieve a genuine resolution to this matter.

  
  

  I kindly request that you investigate this incident thoroughly and take appropriate measures to rectify the unsanitary living conditions that I encountered during my stay. Additionally, I would appreciate your prompt response outlining the steps you intend to take to address this issue and provide a satisfactory resolution.

  
  

  Thank you for your attention to this matter. I look forward to hearing from you soon.

  
  

  Yours sincerely,

  
  

  ***** ******

  
  

  Business Response

  Date: 12/01/2023

  To Whom It May Concern

  We are here to make everyone's stay comfortable and the day happy. However, we may run into some occurrences where it arises the disagreement and argument over the expectations. I apologize, we could not meet the guest standards during the stay. We have taken strict measures to see, if any issues have safety concerns. We have had our pest control company, inspected the room in which the guest stayed and there was no evidence found of any bedbug issues. With the limited smoking rooms in the inventory, we sell out on the room on daily basis and before or after the mentioned stay, we have never encountered any complaints about the bed bugs in that room. I apologize for the dirt and debris under the bed, we have addressed this issue to the housekeeping and requested to focus on thorough cleaning. Our record indicates that Mr ****** stayed at our motel from 9/25/2023 through 10/13/2023. With the inclement weather, we allowed him to stay in the lobby until the funds can be arranged, which took more than 12 hours, and every staff member was respectful to him and addressed him with "SIR", besides the room being not sanitary and satisfactory, Mr ****** still chose to stay in the same room. Every day was a challenge for the staff to renew the stay, yet the patience was much practiced. Mr ****** checked out on the last day without any complaint or concern. He then returned at 8pm and requested the Front desk agent to check him in at no charge because he has this video, the front desk agent did not have any authority, so she refused to complement him a night. Mr ****** returned next morning to confront the manager and showed her the video and threatened her, " I have many followers on social media, and I will call news channel and call the state to shut down the property, and she can avoid that if she can complement another night, I can make many videos like this and run down your business and close it down". Mr. ****** even offered to stay in the same room, which he claims so unsafe. By that time Mr ****** already had posted the video and other fancy creative words to ruin the reputation of the motel. The manager did not honor his reservation and put him in the do not rent list. 

  We are willing to work with the guests in the genuine situation and being a part of the Choice franchise, they run the program "CHOICE CARES" where the franchise and the franchisee bear the responsibility of the room to support the people who are genuinely in need of a stay, THREAT, we never have and we never will entertain. Apologize, for being in the situation where we cannot satisfy Mr ******'s expectations.

  Thank you

  Sincerely

  Dharmesh P****

  General Manager

  ******* *** ******* ***