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:01/13/2025

  Type:Order 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 am a member of the South Carolina State Guard (United States Army), and I booked the hotel for a drill weekend on January 11-12, 2024. However, there was an extreme winter weather event that cause my guard duty/drill to be cancelled on Friday afternoon (the day before arrival). I requested to have the room booking cancelled and refunded or the dates changed; however, this request was denied. I utilized the process of requesting the change based on a change in military orders. I think that soldiers who attend Fort Jackson and nearby armories for National Guard duty should be aware that this hotel will not accommodate changes in orders. I understand not cancelling a room based on a normal situation. However, given the change in military orders, and the extreme weather situation, it would be nice to have a refund of the room. I serve my fellow citizens of the United States and the State of South Carolina, and this heartbreaking. I am an educator full-time, so I don't make a lot of money anyway, and when I have to pay for my own hotel for drill, wasting money like this is unfortunate.

• Initial Complaint

  Date:11/06/2024

  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.

  On 9/30/24 I booked a room. Arrival 10/7/24 departure 10/9/24. Conf: #********. On 10/1 $318.10 was paid in full. We arrived on the evening of 10/6, instead of charging us for the night. The desk clerk said he was going to cancel our reservation and reenter it reflecting the 10/6. I told him all I wanted to do was just add a night not change anything, but he did it the way he said for some reason. I asked him if I was going to be charged again because I already paid for the reservation, and he assured me I would be getting the reservation money back. I approached him another day of our reservation because I did not see the money added to my account and he said it would take 5 business days to get it back. This was an inconvenience because I had already paid and now, I have money being held up because he decided to cancel instead of adding. I have attempted to get a hold of someone at the hotel but have had no success. I have sent two emails as well. I did file a complaint with the reservation company which has also had no success in resolving this. The guy I was speaking to stated he attempted to call the hotel desk with no answer. The amount I paid at the hotel was $122.08 and $244.16 total $366.24. So in total for 3 nights I paid $684.34. I do not want a refund of the total paid only the extra payment for the 7th-9th.

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  On September 27th, 2024, I made a reservation for September 27-29, 2024 at the Gallus Stadium Park Inn in Columbia, SC to escape Hurricane Helene. Our area in Greenwood SC was hit very hard and we were left without power with no idea when it would return. We were initially happy to secure a room, but upon our arrival we were met with an elevator that did not work (we were on the third floor), a room with no power in the bathroom and an air conditioner that leaked all night and soaked the floor. When we went downstairs to alert the night clerk, she came up and replaced the light bulb, which did not restore power. I tried to explain that we had already tried the outlet in the bathroom and it did not have any current to it. She said she would report the issue to maintenance, but he had already left for the evening and would not return. We were also told that there were no more rooms available to move us to. I advised the clerk that we would be checking out the next morning due to the conditions. We had to shower in the dark using the lights from our iPhones and placed towels on the floor to soak up the water from the air conditioner, with little success. On the 28th when we went to check out, I requested a partial refund for the second night. I was told that since I booked through *******.com I had to initiate the request through them to get my refund. The hotel would refund *******.com and they would refund me. I initiated the request on *******.com the same day, but I was advised that the hotel refused to respond to any requests. Customer service representatives for *******.com said that there is nothing more they can do, since the hotel would not respond. I am not requesting the full refund only a partial ($189.28) for the night that we did not stay. I am attaching the emailed receipt, screenshots of my conversations with *******.com and pictures of the ac flooding. I did not take a picture of the bathroom since it would only have been a dark room. Thank you.