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:01/21/2025

  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.

  I booked a room for my father on 1/16/25 for 1 night. I paid for the room online via the hotels official site. When my father arrived, he was denied service due to his license having an address that was considered local even though it was not in Chattanooga. When I booked this hotel, it was not clear that this policy is in place, otherwise I would not have booked with them. My father had just gotten back from a month-long international trip and was waiting to get the keys to his new apartment, thus a legitimate reason for needing a hotel. My father explained this, but the staff refused to honor the reservation and then told me that they would not cancel the reservation. I had to call the choice hotel reservation line to get someone to help me. When the representative called the hotel to tell the receptionist to cancel the reservation, she was hung up on. I finally was told after I called the hotel that it was canceled but they could not provide me with anything in writing and I would need to call back. She was incredibly rude. My father was now stranded due to this policy that targets local community members and denies service. There is nothing in the lobby that states this policy and nothing that alerted me of this when I booked the room. I investigated and finally found the policy buried in the reservation site, only visible if you click additional links. This is unacceptable as this is not advertised properly and if they are refusing service and then refusing cancellation, that is fraud. They claim that locals will come and "party and trash their rooms". That is an assumption and essentially a discriminatory practice against anyone who has a local address. It is unacceptable for a business to refuse service simply because of one's address and not make it abundantly clear to any customer prior to booking.

• Initial Complaint

  Date:05/23/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 a guest in this hotel from mid august to mid October as i was relocating to the area. On my last weekend there i got a very rude call from the gm stormy who told me i had a disgusting room and accused me of having a cat. I still have the message. I called her back and she said i am a disgusting diabetic and a fat slob. How she knew i was a diabetic i do not know. I vacated the hotel two days later. This rude attack on me sent my health into a spiral and was very hurtful. I ended up having to go to the hospital.
  
  My lawyer **** ***** has since attempted to contact her and the hotel ownership but has been stonewalled.

  Customer Answer

  Date: 06/21/2023

  I would like a full refund of my entire stay. 

  Business Response

  Date: 08/07/2023

  To whom this concerns,
  
  On the afternoon of 9/26/22, I was alerted by the housekeeping staff to the state of one of the rooms that was registered to Mr. *********. Upon inspection of the room in question, I did find that the state of the room was not up to standard for the property to continue to allow the guest to reside in the rooms. The odor emitting from the room was extremely foul, and we were forced to take the room out of inventory for some time until it could completely air out. The linens had all been ruined with unknown substances/stains that we were unable to remove with professional cleaning, forcing us to discard the duvet, duvet cover, top and fitted sheets, mattress pad, pillows, pillowcases, and towels.
  
  During the inspection of the first room, I realized that another room in house was registered to Mr. ********* as well, and I inspected it due to the state of the first room I entered. Upon entrance, the room appeared to be clean and in good order. As I turned to leave the room, a cat came out from behind the furniture in the room registered to Mr. *********, and when I inspected further I found a second cat, and the litter box for the pets in the bathroom. I took photographs of the animals as we are not a pet friendly hotel, and this is in violation of our hotel's policies.
  
  This is when I contacted Mr. *********, who did not answer, so I left a voice message. At this time, and to this day, I am unsure of Mr. *********'s presence on our property during this particular stay with us. From my understanding, Mr. ********* was working in the area and would reserve rooms for himself as well as his employees, and failed to provide a rooming list, therefore the hotel was not aware of who was actually staying in the rooms at the time. Mr. ********* did return my phone call at which time I informed him of the state of the one room, and about the pets in the other. I advised Mr. ********* that he must remove the employees from the rooms (at this time Mr. ********* did not relay that he was personally staying in either room) due to the policy violations and the health hazard of the room. At no time did we discuss the health of Mr. *********, and I remain fully unaware of any medical issues that Mr. ********* may or may not have as I have no access whatsoever to Mr. *********'s medical history.
  
  During this conversation, I allowed Mr. *********'s registered rooms to remain on the property as it was a prepaid reservation, and I was concerned of any financial hardships this could cause one of our long standing guests for his own business expenses. At no time did I inform Mr. ********* that he was banned from the property, only the guests that were staying in the rooms registered to his name during these specific reservations. We did not charge damage fees, to preserve the good standing of our working relationship.
  
  I am saddened to hear Mr. *********'s description of our conversation as it grossly differs from my own experience, and I very much wish that we could have continued our working relationship.
  
  
  
  

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This business response is totally unacceptable and inaccurate. I have a voicemail left from the general manager of the property which goes with what I have said. I only ever had 1 room at the hotel and never had a cat! 
  

  the hotel housekeeping was doing deep cleaning throughout the hotel that week and I think she has my room confused with that of someone else. Nothing she says is a accurate portrayal of what happened. 
  

  I want at a minimum to be refunded my hotel fees for the duration of my stay- they can send me a check. I have never been treated so rudely in my life.  

  
  Sincerely,
  
  
  
  ******* *********