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:10/23/2024

  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.

  I stayed in the hotel on 10/17/24. When I left my room that morning, housekeeping was making their rounds. I returned later that night and found that my room had been open since that morning. The room was an outside access unit and was exposed to the elements, insects, or even scavengers by the trashcan nearby outside. When I contacted the office, I was told there were no worries; they had a security camera, and my room was safe. I had jewelry and other valuable items in the room and felt that its place wasn't secure. The staff and management were nonchalant and only offered 9 dollars off my bill, which was a joke. When I contacted Choice to make a formal complaint, the hotel emailed me, telling me I was no longer welcome there. This place should no longer be in business or part of the Choice family.

  Business Response

  Date: 10/26/2024

  We resolved this issue with customer with Choice guest resolution awarding 8000 point (i.e converts one free night) and refunding 15% of the payment. Conversation with choice central, refund receipt are attached. Apart from that he was also a regular customer in our hotel and always make some complaints, we were always trying to please him but he was never satisfied. His past records are also attached. Since he was a diamond member, we always were tried out best. But unfortunately we had to put him in our do not rent list the email for the notification is also attached. Rewarding 8000 point (One free Night) nd 15% refund is the best possible we could do from our side and from choice side.

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 one night stay at the Rodeway Inn (Oct 7-8) through *****. I made payment in full. I booked this property as it said on the Agoda listing that it was Pet Friendly. I have a service animal and even though under federal law and the *** my service animal can stay at any hotel free of charge I do tend to book pet friendly hotels just to make it easier. I booked and paid for this hotel on the basis that it said it was pet friendly on the Agoda listing (screenshot attached). When I arrived at the hotel and tried to check in they told me no pets allowed. I said well its a service animal and showed my animals documentation. They then demanded me to pay a $250 security deposit and said it had to be in cash. No other hotel has ever said I need to pay a security deposit in cash and never such a high amount. I was not prepared to do this and so left the property, even though I had already paid for the room ($65.86). I then had to book an alternative hotel for the night. I contacted Agoda to tell them the situation and get my money back. The hotel denied me the refund and after many calls to Agoda, they say the hotel is continuing to refuse to refund me. Aside from the fact that no hotel can ask me to pay a higher deposit for a room just because I have a service animal (and demanding it be in cash), the main point here is that they are listing their hotel on Agoda as being Pet Friendly when it is not. I want a full refund. ***** says they cant issue a refund until the property agrees as its up to the property. Not only are they disobeying federal service animal law under the Americans with Disability Act but they are false advertising but listing the hotel on ***** as being pet friendly when it is not.

  Customer Answer

  Date: 10/25/2024

  Hi there *****, 

  No I have not heard from the business.

  Thanks,

  Rachel 

  Business Response

  Date: 10/26/2024

  We immediately responded to the email from *********** stating we will allow the pet as it is service animal without deposit amount and pet fee and as per ***********, they called them immediately but the customer never showed up in our hotel again. Since the booking was on "No Cancelation" policy, we weren't able to cancel the reservation. The screenshot of the email conversation between us and *********** and the customer account are attached for your reference.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22417649
  
  I spoke with Agoda on the phone, who are the third party I booked it through (not ***********). They then also spoke with the hotel to clarify that the hotel had in fact said it was no pets allowed even though they had listening themselves on Agoda as pet friendly. It was confirmed that a no pets allowed sign was displayed on the counter.  Agoda then confirmed to me that the hotel had acted wrongly and admitted fault on behalf of the hotel. Agoda they proceeded to refund me in full (see attached email for refund) They also acknowledged that asking a service animal handler for extra deposit money (and stating it must be in cash and an amount of $250) is discrimination under the **** A complaint with the *** has been made for rights violation. 

  Sincerely,
  
  ****** *******-****