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:12/20/2022

  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.

  I recently stayed at this hotel where being at 10pm smoke alarm to the building started going off every hour until 730 am .I booked a hotel because I needed sleep and I got none. I called customer service only for them to tell me a discount of 11.00 was applied for smoke alarms as if it happens regularly and when I talked to the hotel itself they only said it wasn't their fault amd couldnt refund anything because someone was trying to smoke in the room. When we got dressed to walk out to hall the first two times no one was around the third someone told us it was ok to go back in room. I feel that a full refund should have been issued for one the inconvenience and for the trama of getting woken up by a fire alarm only to be told to go back in room. I tried both ways to get it resolved. They should have been able to stop the problem way before 7 times the smoke alarm waking the whole building up I think everyone complained and they didmt want to refund everyone because it was busy.

  Business Response

  Date: 12/21/2022

  The alarm actually did not go off 7 times, it went off 3 times. The fire department did come and we removed the guests who were smoking in the room by proper authorities. This guest actually received a $35.00 refund not an $11.00 refund. We do our best to ensure every guest is safe on the property at all times. Unfortunately if guest do choose to smoke in our non-smoking rooms the smoke detector will go off, which is what happened in this instance.

  Customer Answer

  Date: 12/22/2022

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

• Initial Complaint

  Date:11/11/2022

  Type:Billing 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 was in Pennsylvania to bury my parents. I had made a reservation at Microtel Inn in Washington, Pa for 9/23 and 9/24. Upon arrival at 2 PM on the 23rd, I was told that I could not check in until 3:00 PM. At that time I was told that I could not have my dog, therefore, I went to Candlewood Suites and stayed there. At 3:00 PM I went back to the Microtel and told the person at the desk to cancel my reservation. When I received my monthly credit card bill I found that I was charged for two nights by Microtel. I have called numerous times and told twice that the manager would get back to me "tomorrow". So far nothing. What can I do? And can you help me?