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:02/01/2024

  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 forgot to add the photographs that I took in ********- " Accessible". Please see attached. At check-in, I was then was offered an accessible room that met my reservation requests, and although I did not require one, I accepted. The condition of my room was completely unacceptable, in extreme need of repairs/updates that should have been addressed. Looking back I should have requested another room, however I had already unpacked, and was slowly discovering all of the issues. The room was dilapidated, with what I would consider health and safety issues. -The wall "accessible" rack next to the bed was crooked , coming off it's mounts, and causing cracked wall plaster. - Room heater would only go 'off' in an ' on' position.- The carpets were so very old and badly stained. - both window blinds were damaged and unable to close so sun came in. - Pieces of the old brittle lamp shade were coming off and we're on the night table. The bathroom: - The built-in tile shower seat/ shelf had a metal trim that was mildewed all the way around, and a piece was coming off and stuck out. That was simply dangerous. - The light near the shower did not work.- The window blind was broken, with duct tape on the window frame.- The bathroom door handle was very hard to open from the inside. Check out time was 11a, but BOTH days housekeeping knocked firmly on my door at 9a, then came right in before I could stop them. (No door hanger was provided to alert them not to). They were apologetic but couldn't speak English so I couldn't communicate. ------------------The following comments are for reference only, not my personal experience, regarding potential room wheelchair accessibility. (I did not require this myself, but if I had, I would not have been able to navigate this room alone). The room was very small with wider wheelchair space by the bed. But for a standard width wheelchair to access the heater, microwave, fridge and tv, the desk chair would have to be moved, and there was no space for wheelchair to turn at all, and would have to back out of that space. A wider wheelchair might not have fit. The bathroom would be wheelchair accessible but as mentioned mildew and broken metal trim were unacceptable. The hand held shower was mounted high and couldn't be reached if you couldn't stand up. Regarding the issues that did impact me directly: I submitted a written complaint online, after check out. - November 6,2023 I followed with a phone call, and requested a full monetary refund. I was offered ****** points while we waited for the hotel response. I declined. I was told that a monetary refund had to come directly from the individual Hotel /owner. No response was ever received.- December 29, 2023 I called and again requested a full monetary refund. I was offered ****** points. I declined. I was again told this was being escalated. They said they also submitted another outreach to the hotel and would wait for reply. No response ever came. - January 2 ***** I sent another email. No response. - January 30, 2023 I placed a third call and requested a full monetary refund. This time I was offered one night monetary refund, or ****** points, (neither equaled full two nights refund or equivalent points for a two nights stay at this hotel). I was informed that I had 90 days from filing my complaint, to accept any offers, which is Feb 6. I haven't been presented with an acceptable offer. I know these were good will gestures from ******************** , as their hotels are individually owned and operated. But this is not a resolution, and ************* should have a responsibility regarding health and safety of it's rooms, and above all it's customers. Thank you.

• Initial Complaint

  Date:08/06/2023

  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.

  On August 5th we entered the rooms we booked at the Clarion Inn in Strausburg PA. The rooms were full of mold and caused my youngest son and elderly mother to cough all night. We called to see if we could switch rooms but we're told they were all that way. I will be taking my son to the doctor if he doesn't stop coughing. The room cause our bare feet to be black and our lungs to hurt. This location should be mold remediated immediately to insure no harm is done to other guests.

  Business Response

  Date: 09/07/2023

  Thank you very much for your letter regarding the complaint of *******************************. After reviewing the complaint about room # *** for cleanliness.  
  
  1. We contacted ******************************* and apologized about his experience.
  2. Wrote a letter to ******************************* for Apologize. 
  3. Refunded all money $215.56 which we charged for 1 night. ( Attached)
  4. Room is under a deep cleaning process. 
  
  Once again we appreciate sharing your concerns, and it is our hope that our guest and his family are happy and you will give us the opportunity to better serve you in the near future.

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  3/11/2023 Clarion inn took $457.87 from my bank account. This was after I had already went to the office and paid 300$ in cash and $157.87 off my husbands debit card. Ultimately I was charged twice for one, six day reservation

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  From 12/13/22 till 12/16/22, I spent three (3) nights at the Clarion Inn Strasburg-Lancaster, 1400 Historic Drive, Strasburg. My family and I had a total of three rooms with a fourth room for 12/14/22 for two (2) nights. I was originally assigned Room ***. During the second night, I realized I had been bitten by a large number of bed bugs during the first night and the second night. The bites did not appear until the second night. I approached the hotel clerk, explained what had happened, and was then assigned Room ***. I do not believe there were any bugs in Room ***. I also alerted the manager and he offered no recourse at that time. Upon checking out, the clerk said she could not reduce the charges. Currently, even after three weeks, I am still suffering from these bites. Yesterday, I visited a dermatologist who confirmed these are bed bug bites and was given a steroid vaccination and a prescription for a powerful topical cream. Cost of the doctor visit was a $40 co-pay and $15 medicine. The cost of my single room was $260.78. The cost for suffering is undetermined, but certainly not a slight amount. I was awarded some additional points by CHOICE HOTELS for the suffering and while not adequate, it is partially acceptable for the suffering. I am requesting a refund of $260.78 charged by the hotel plus $56 for medical for a total of $315.78.

  Business Response

  Date: 01/18/2023

  Thank you very much for your letter regarding the complaint of Mr. ************************ After reviewing the complaint about Bed Bugs from guests. 

  
  

  1. We contacted **. *********************** and apologized about his experience.
  

  2. Wrote a letter to **. *********************** for Apologize (Copy of Email attached)

  3. Refunded all money $260.78 which we charged for 3 nights. (Receipt attache)

  4. Room is under treatment with ******** Pest Control LLC (see attached)

  
  

  Once again we appreciate sharing your concerns, and it is our hope that our guest and his family are happy and you will give us the opportunity to better serve you in the near future.