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:11/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I booked my stay with the hotel through ******* for $193.58. I booked 2 rooms with 2 beds each for 4 people in total. I booked this reservation on November 4th, 2023. We arrived at the hotel around 2 PM on November 10th, 2023. We weren’t happy with some of the things we saw in the rooms but we’re willing to overlook it since we were only staying there for one night and we were only going to be in the room to sleep. We found the toilets and floors to be dirty and improperly cleaned, we found the glass windows were cracked and broken, the floor boards in both rooms were falling apart and lifting up from the floors causing a tripping hazard, the carpets in the hallways (far away from the pool) were soaking wet. One of the rooms had spackle repairs all over the walls which made it look very run down and unprofessional. We were first in the rooms for about an hour just unpacking and looking for a place to eat. We left to eat and attended a concert. We got back to the hotel around 12:30 - 1:00 AM. We sat in the bar for about a half an hour before returning to the rooms to go to sleep. My friend found black mold in the bathroom in her room and we both found bed bugs in our mattresses, pillows, and sheets. We immediately went to find the manager and at first he offered us a new room down the hall. He switched the rooms and we went to inspect the new rooms for bed bugs before we decided to stay in it or not. We felt very uncomfortable staying in the new rooms due to unclean and unwashed pillow cases, sheets, and bed covers. We decided to pack up, leave, and check out. We checked out around 2:30 AM. The hotel is now refusing to refund me the money I spent on these rooms even though there were multiple health and safety concerns especially the bed bugs.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction:4/15/2023 Amount of Money paid to business:$118.35 This business committed to providing me and my family a safe and clean hotel room. I am asking for a refund as I do not feel I should have to pay for a room I was not clean and not a safe environment to be in. Ongoing late-night disturbances with yelling and fighting. Drug use at the property and police activity due to disturbances. The room was also filthy and unsafe. I asked the front desk 3 times to speak to a manager and left my phone number. They told me each time no manager was available. Numerous issues with my stay and I am beyond frustrated with the front desk staff’s lack of caring about the situation. I have also emailed the manager and the manager has failed to respond. Issues with stay: Unhealthy conditions in room. Drywall dust all in room. Even my jacket that sat beside fan had white all over it the next morning when I picked it up. Had children in room and we breathed that all night. The outside doors to property to not close so anyone can walk in. You do not need a room key card to enter the side entrances. Fighting and yelling in hallway all night. Was told by front desk staff they “don’t have control of what guests do. They can’t tell people to shut up”. Yes, you can require guests to act in a certain way or they can be told to leave. The police were involved at some point during the night, but it should not have taken over 3 hours to have this issue addressed. Drugs at property. The amount of drug use at this property needs to be looked at. As soon as you walk in it reeked of marijuana. Dirty floors & floors not properly installed. Food in floor/plastic bag etc. The floor was a tripping hazard. There were many little things wrong at the property and could have been looked over if this place would have at least been clean and safe! Shower was not cleaned properly. Hair in shower. Clogged sink. Hair dryer broken and hanging off wall. Room confirmation  **********

  Customer Answer

  Date: 04/18/2023

  Mailing address for rodeway inn 

  ***************************;

  ******** Water ***, ** 18327

  email address ***********************