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Business Profile

Hotels

Hilltop Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 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:06/30/2025

    Type:Facilities 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 spent $60 as a hotel reservation and as soon as I walked in and inspected the room I found a bed bug. I walked out and the receptionist said I will get a refund. I haven't gotten a refund at all and every time I call, they hang up on me.

    Business Response

    Date: 06/30/2025

    Hello unfortunately hotels deal with bed bug issues when other guest bring them in. However, any time there is a complaint we shut the room down, refund the guest then have the room treated professionally. This guest was not charged through us however we approved of the refund and sent the money back to the virtual card. He went through Booking so he has to get refund through them. Receipt for bug treatment is included this email, thank you

  • Initial Complaint

    Date:05/19/2025

    Type:Facilities 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.
    Was told by front desk lady at 1158pm on friday may 17th that i would receive a full refund as the room we were given at the Hilltop Inn in ********** was absolutely disgusting and the property was in shambles. there was blood splatters on the wall and what looked to be blood stains on the carpet. **** was in the toilet when we got into the room. i have tried calling the hotel over and over with nobody answering. they do not even have a voicemail box set up. my booking code was ********

  • Initial Complaint

    Date:05/12/2025

    Type:Facilities 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.
    The room at this hotel was disgusting and very dirty. The sheets on the bed were dirty and stained.The bed itself was all pee stained. Floors were dirty, carpet ripped and dirty. Holes in the walls, lamp shades falling apart, mold on the ceiling. And the room smelled so gross. We went back to the main office in less than 10 minutes to cancel our reservations after what we saw. They gave back our room deposit. But still took money out of my account. I just want my money back. And someone to be aware of the conditions of this hotel. I have pictures of the damage and dirty room if they are needed.I have prove that, we left and stayed in another hotel.

  • Initial Complaint

    Date:09/25/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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 a reservation at this hotel when I arrived with my service animal they refuse to allow us to stay Canceled my reservation and are now refusing to return my money when I contacted the hotel directly to get my money back I was told to f*** off I was but to stay there two nights and I paid a hundred and twenty dollars for the two nights

    Business Response

    Date: 09/27/2024

    Goodmorning Jennifer, I am aware of this situation. When Ms Krumenacker arrived at the hotel (8:30 pm) to check in, she had a big dog (pit bull) with no vest. My desk clerk then explained this was a no pet policy hotel and she proceeded to claim her dog was a service animal. My clerk had asked her if she had any proof of him being a service animal and Ms. Krumenacker responded that she had nothing on her at the present time and supposedly had sent the proof to Hopper (3rd party sight) when making her reservation. My clerk explained to her she would need to provide proof to rent the room as the dog had no vest no collar no signs of being a service animal. At that point Ms Krumenacker begin to get upset making threats to sue us for denying her a room with her animal. We had held her room for her all day , reserved so that no one else could rent it, therefor we do not give refunds for the same day. However she can receive a refund for the second day of $46.51 if she would request it. We have not gotten any emails or calls in regards to it. She would need to contact the 3rd party she went through being we received a virtual card and not her personal card . We do apologize if the woman felt we were not being fair with her but unfortunately we are not pet friendly and this is posted on all our sights and 3rd party sights as well as signs in the lobby. We get customers all the time claiming they have service animals because they either have emotional support or they paid a couple hundred to some sight online to claim their animal is a service animal. We only accept registered legit service animals at our Hotel.  Any further questions please reach out anytime  352-283-6528 Jennifer Rodriguez

    Customer Answer

    Date: 09/30/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22338465, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    My service animal is a german shepherd and she She was wearing her vest I have witnesses who know she was wearing it And I can get testimony From people at the convention, I was at all weekend.Who saw her in her best all weekend. 

     

    As far as the hotel only allowing service animals, there was literally an aggressive non-service animal in the lobby.Barking at my dog from someone who was staying at the hotel.When I mentioned that it wasn't a service animal.She said that didn't matter that they didn't have any more rooms that allow dogs.

     Again, my dog was in her vest.I don't have to provide paperwork that they're not allowed to ask What my disability is or what her services by ada rules.  There was a non-service animal at the hotel that was being aggressive so they cannot say they don't allow dogs that aren't service animals again I have witnesses for all of this




    Regards,



    Deborah Krumenacker

  • Initial Complaint

    Date:02/14/2023

    Type:Service or Repair 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.
    My husband and I rented a room on February 12th. The hotel took a $100 deposit, the room was filthy, shower didnt work, metal strips with nails sticking out of the floor, curtains don't fit the windows people can see in and I woke upbwith bites from bed bugs. When we complained she kept our deposit, we were told we were in a smoking room which we requested and at checkout she said it was non smoking and kept the $100. When trying to talk to the owner she became belligerent and threatened to beat me up in the parking lot and I am 4 months pregnant. She said she owns the place and can do whatever she wants. I explained to her it was theft and it was against the law to audio tape people without their knowledge. She said she can do what she wants.

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