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:12/11/2023

  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.

  Ok.. so I have been staying at the country in for 9days already..on Dec 6th I booked the room again till the tenth..I went down to front desk to ask if I could just stay in the same room that I was in..at first he told me no so I went to get my stuff to check out wen I came down ready to leave he stopped me and told me it was ok he would fix the issue so I could stay in that room ..then he asked me for my ID and card and tried to charge my card for deposit and I told him to just use the deposit from my stay last night..how u gonna charge me a deposit wen u haven't giving me back the one from last night so instead of giving to me just use for my stay the bexted 4 days ..he insisted me give hin anotger card thats wen I told him forget it ill be back later to check in on that reservation well he took it apon himself to cancel it and told me wen I came back that the party I booked they called the hotel and canceled the reservation but he didn't know is that inwas onbthe phone with the booking company and she heard him ans said thata a lie witch i new it was he deleted my reservation and bevauae of that my reservation is nonrefundable..also becauae i caught him trying to charge me again and we had words about it ..now because of that i lost 350$ and im disabled with a heart monitor i was left to walk around all night long with all my belongings..

  Customer Answer

  Date: 12/16/2023

  This is wat I need I guess I'm not sure wat to think of it because at first she say that I'm not getting my refund witch isn't fair ..they new if they cancelled it I wouldn't get my refund..I feel they did it on purpose because there excuse for cancelling my reservation was because I'm a local well I just stayed there for 9 days straight and they new I was a local already so that's is bullshit ..I either want them to handle or help me get my refund from the app I booked the room thru or I want them to pay me because the app already paid the hotel the money for a room that the hotel cancelled so they get my money and I don't get a room that's not right..I'm 50 years old and I'm disabled with heart disease and congested heart failure..this is all because I spoke up wen the person at front desk tried to charge me twice for deposit and I said something 

  Business Response

  Date: 12/18/2023

  This guest had reservation from 12/4/23 to ******* for one bed standard room and guest make new reservation from ******* with double bed standard room from third party agency ********. he came to check in again so I try to check in him in same room. I ask for ID and incidental fee. Guest provide me his ID and CC for incidental fee. When I try to Authorize his cc for $100 incidental fee. and his cc going to decline and he gave me different cc that cc also decline to authorize. So I ask him to pay $100 in cash and he start argue with me and denied to pay incidental fee and he was c/out from room. When he was going to c/out I inform him If you do not pay incidental fee in cash we are not going to check in you. then after hour I received call from  ******** agency to cancel his reservation so I cancel his reservation and refund to agency. By the hotel policy we can cancel reservation for local resident. 

  I inform to him you have to call agency for your refund because hotel already refund to agency. Hotel already refund to third party when guest pay money for room. So guest has call his booking agency for refund.

  Thank You

  Customer Answer

  Date: 12/19/2023

  I am rejecting this response because: Ok he only telling u half the truth yes I did go-to front desk because I made reservation again..I gave him my ID and credit card I asked him why he needed incidentals again just to use the same one because he never checked me out I can get choice hotels to verify that because it goes thru there system and I have a case number with them about it just in case this would happen so he is lying to you there and also the third party app did not cancel my reservation he did I have proof of that also ..so he is lying there too ..there was no need to charge me incidentals because he still had my deposit from the night before I simply said why u charging me again wen u never gave me back the one from last night just use the same one ..the pictures I am sending show that the hotel cancelled both reservations witch prove him to be lying cuz he said the third party called and cancelled it..and when he tried to tell me that wen i tried to check in I was on the phone with the third party app and she said they can't call and cancel becausei would have to cancel or hotel at that point . i already paid them and that he is lying..but the pics say everything says how hotel cancelled and remind u I have choice hotels that can verify that he cancelled my reservation because everything that goes in or out there computer goes thru choice hotels corporate office so they see everything and likevi said the lady there wrote up a complaint and i have a case number..He just needs to tell the truth ..be a better person mister u just tried to double charge me a incidental and got caught and I'm disabled then also wen I booked room again they cancelled saying they don't rent to locals well I just stayed there 9days straight and they knew I was a local now all of a sudden on the second reservation they canceled that one too which I showed you in the pictures that you have two cancellations both from the hotel so just look at those pictures they'll tell you everything he's lying sad that he's got to lie like for real
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 12/23/2023

  Why haven't I heard anything back from him or you guys ..so wats going on..it might not mean alot to you but it does to me..cuz not only did they cancel one reservation they canceled 2 witch because of that I had to walk around all night with all my belongings knowing I have a pace maker and a heart monitor that needs to be plugged in.. because I had more money and to leave me out like that over something so petty and saying I'm a local they can't rent to me even though I was just there for 9 days ..there are my booking for them to tell me I can't stay cuz I'm local then why did they let me stay all them times in the pic I'll tell you why because he had to call his boss and say I was in the wrong wen I wasn't and that's wat a loyal customer gets and disabled and that's how they treat me leave me in the streets and lose 350$ I want them to refund me just cuz they refunded third party don't mean third party refunded me so yes I think they need to do something like pay me my money back for a reservation that shoukd of never got cancelled 

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 checked into the hotel late due to traveling from Georgia, I had my one year old baby with me so it was a lot going on during check in. I thought I told the young man at the front desk I wanted a late check out. Morning comes and it is about 11:00, I am getting me and my baby ready to shower so we can leave the property. My boyfriend went to the car to get something and during that time I saw house keeping in the hallway so I asked for clean towels. The man handed them to me and proceeded to follow me to my room which made me feel uncomfortable. I then begin to get ready and my boyfriend comes to the room, as he starts to help me pack more things we hear a knock at the door. It's house keeping and they said we need to leave, they sounded extremely rude my boyfriend stated he spoke to the woman in the hallway and she stated it was fine that we have more time to get ready because she asked if she could clean the room once before when he originally left to go outside. He stated he didn't know we had to leave by 11:00 and closes the door. Not even 1 min later there's another knock from the manager this time he sounded so nasty used a forceful tone saying we need to get out even though you could see we were already in the process of leaving and stated three times now that we were leaving! My boyfriend told him to watch his tone and who he's talking to shut the door. We finally got everything packed and left, my boyfriend passed the front desk to tell the manager to watch how he speaks to people especially because my one year old was right there and they were harassing us. I left my charger so I went back to grab it from the bed and it was gone, I asked where it went they said they didn't know. I just left I called corporate to tell the story and requested a refund and when I called to check on it I was told the general manager in quote said " she is a liar" I am disgusted with this business! This is completely in unacceptable behavior and I was harassed!

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 8, 2022/09/07) */
  Sorry for the inconvenience
  We are not approving any refund because guest broke house policy they did not check out on time. When housekeeper Went to the room around 11:15 AM the guy said we leaving but they still in room. We wait until 12:00 PM We knocked the door told them checked out time is 11:00 And its 12:00 then guy using bed language to Front desk and housekeeper.
  

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising 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.

  My family stayed at Country Inn and Suites July 6-9, 2022. I paid $471.93. I have reached out to their corporate company and the company I booked through without luck. The hotel was listed as a clean, safe hotel. The entire place reeks of smoke and mold, is filthy, and the parking and surrounding area was full of unsavory characters. Upon arrival our room had not been fully cleaned and contained used wash cloths and toothpicks from prior guests. We asked for extra pillows and linens for the pull out bed and were told there weren't any in the entire hotel. Included wifi only worked intermittently, included breakfast was almost inedible and dirty. Refrigerator in our room was moldy and the entire room was dirty - pictures attached. Hotel staff dismissed all our concerns and then, when I contacted corporate, the hotel staff told corporate I never informed them of issues. I spent a lot of money at this hotel for us to be able to stay near family. Our first night I looked for other places, but everything was booked, so we were forced to stay.