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Business Profile

Hotels

Mainstay 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:02/14/2024

    Type:Product 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.
    I had pre-paid for a hotel stay and had rescheduled it within the timeframe to the following weekend when I had arrived the following weekend there were no more rooms and they did not have my reservation in their computer system. I was told to call management when I spoke to management, they told me to speak with corporate because they were unable to do anything on their end. When I spoke to corporate they said I had to wait for my refund and I never received it

    Business Response

    Date: 02/20/2024

    ***************** made her reservation online through CRS (Central Reservation System) :

    From: NETRC
    Operator Id: CRS
    Transaction Time: 10/17/2023 23:07:03
    Delivery Time: 10/17/2023 23:07:04

    Room 318 was assigned for this guest and held throughout all day on 11/4/23 till 3:31AM on 11/5/23 when reservation was processed as a NO SHOW. All charges to her credit card were appropriate as per reservation cancellation policy and an agreement.

    There was no record of ***************** calling the hotel to modify her reservation. Generally, hotel always try to accomodate our guests with same or similar requests and there is no reason why we would not do it for her.

    Unfortunately ***************** is responsible for this one.

    Sincerely,
    *********************, GM
    MainStay Suites, ********** **

  • Initial Complaint

    Date:11/13/2023

    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.
    Our son was getting married on 10/28/23. We had booked a room for both 10/27/23 and 10/28/23 with the Main Stay Suites in Grantville, PA. Unfortunately, on 10/15/23 the wedding was cancelled. We immediately called the hotel on that day to cancel our reservation for both nights. My son (the groom) also called the hotel the same day and was told that whoever booked a room within the "block" with the wedding party could "possibly" still be charged for 1 night's stay depending if the hotel could fill those rooms. (Because ******* **** was having the Haunt that weekend and they were pretty sure that they would be able to fill the rooms and refund most if not all the room.) IF they could not fill a room, that person would still be responsible for just one night at $156.94 at the most because the cancellation was made less than 14 days before the expected stay. The very next day we noticed that the Main Stay charged our credit card. And we were billed $156.94 twice-for both nights. We have made multiple calls to the hotel and have been greeted by both a very rude woman and a man named, **** (who I believe is the manager) who told us that he thinks our son should reimburse everyone for their rooms! During one of our many phone calls the week of the wedding, we were told that our rooms had never been cancelled! What?! And today we reached out to our ***** Card to see if they could get anywhere and when they called the hotel, they were told that we never called to cancel our reservations and they had us as a no show, no call! Unreal. Most hotels let you cancel up to 24 hours before a stay and they do not charge your card until you check in. Odd that they charged mine the day after the first day I called. I understand if we would have to pay for 1 night because of the contract with the wedding party, but we have made repeated attempts contacting this hotel and have been met with shady and rude employees and confidently feel that there has been fraud committed.

    Business Response

    Date: 11/20/2023

    Hello,

    in summary and short, ****** wedding was called off on 10/15/23 where last cancelation date (for room block) was 10/13/23. All reservations were charged for one night stay in the amount of $156.94 as per signed contract. Also, ******************** claim that he was charged more is false.

    Rooms were held for this group since February of 2023 and were not available for public to reserve.

    Our commitment for this wedding was 100% and it is unfortunate that wedding was canceled. Hotel had no part of this cancelation.

    Attached is signed contract and ******************** receipt. Both were shared and sent to **************** as well.

    Thank you,

    *********************, GM

Mainstay Suites is NOT a BBB Accredited Business.

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