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:01/11/2023

  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.

  On Thursday January 5th I went into Microtel i* ***** ***** ** ******* to get a room. The room was $** plus $*** refundable deposit. I paid the room rate on one card and the deposit on another. The following day, I checked out leaving the room in the condition I found it; I Initially noticed the $*** deposit charge to be pending (typical of a charge like this and noted on Sunday the same thing. Monday, however, the charge posted to my account as completed which is NOT typical of a deposit that is to be returned or released. I contacted the hotel and the front desk was able to locate the information and reassured me the money would show up in my account within 3-5 business days.
  I requested an email with confirmation of the refund and the clerk took my email information and said I should receive the email shortly but the email never came. Today is the 11th and the money has not been refunded yet so I called another time and the hotel desk clerk could not locate my information this time for some reason. I'm concerned that I will not be receiving the ******* ****** deposit that I am entitled to after checking out.

  Business Response

  Date: 02/13/2023

  The hotel had tried to refund the $*** on the card it was paid but the card is invalid, also hotel tried to call the guest and have received no answer, so hotel will kept trying to get the hold of customer to get the correct card detail to issue the refund.

• Initial Complaint

  Date:08/29/2022

  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 stayed at this hotel 8/27 and changed my shorts 5 minutes before i left, at checkout i realized i did not pick them up and asked to go back anf get them the ****** lady refused and refused to go get them. i came back 4 hours later and they still refused to look. i called 8/29 and spoke to the manager "sharuti" and he said no and hung up on me. ii called back and he proceeded to yell, threaten and cuss at me.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/07) */
  September 7th, 2022
  Case# *********: Tara *****
  From: Microtel Inn & Suites **************
  We have copy of our Lost & Found Log record
  As a hotel industry we always follow this 3 basic rule when the guest items are lost
  Investigate, Interrogate and Respond the guest
  We investigate with our housekeeping staff about the lost item and the staff confess they didn't find any lost item from the room of Tara ***** to be recorded in the Lost & Found log. Guest claimed that she was back to get in the room. But the room was rented to the other guest who had reservation for that day. She ask for the key of the same room she stayed, the front desk denied the request as the name of the reservation doesn't match and the hotel can't release the key to anybody who doesn't have reservation for the same day and their state ID matches the name on the reservation, staff was just following the basic hotel protocol. I think that upsets her and that's why is claiming that our staff was drunk or something. When she inquired about her item our front desk replied "I'm really sorry for the loss of your clothing, but the hotel cannot possibly be responsible for the loss of your items, we recommended to check the room just one more time before you leave, including closets and drawers, we did check with our housekeeping staff and there was nothing left behind that day upon your checkout. Also there's no record of any item from the room in our Lost & Found log"
  Our hotel policy is to contact a guest on the same day they must have left the items in the room. We have always able to mail the guest the item back to them if the hotel was able to retrieve the item guest claiming to be left in the room.
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  Thank You