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:10/30/2023

  Type:Service or Repair 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.

  Reserved 2 rooms for two nights (7/28/23 and 7/29/23) for a family vacation in *********. Our flight was cancelled and we decided to drive 13 hours to the hotel. We called the hotel front desk at 9 pm and told them our flight was cancelled and we were renting a car and we would not get to the hotel until our second day (7/29/23) because of the long drive. The front desk person was very pleasant and said they would check us in and would see us the next day. After driving 13 hours with the family of 5, we arrived at the front desk and was told our reservation was cancelled and they no longer had any rooms available. They also said the because of several large concerts in ********* that hotels in the area were getting filled up and it would be hard to find a place to stay for a family of five. The manager then refused to refund our money for the 7/29/23 stay even though we checked in the day before and we did not cancel our reservation. We want a refund of $354.04 for the 2nd day stay that they did not provide rooms to my family. I am not asking for a refund for the 1st day stay.

• Initial Complaint

  Date:09/17/2022

  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.

  My son had no place to stay for a couple of days after leaving his apartment. I booked a room for 2 days at this hotel and when he went to check in I was told that I was going to be charged another $150 above the over $200 I had already been charged that had never been disclosed in the booking. When I questioned why I was getting charged a fee that no one had told us about *******, ******* who I found out is the general manager of this hotel, refused to answer my questions, threatened my son, and forced him to leave and then refused to refund the over $200 that I had already been charged without letting him stay. She also refused to give us any information about her corporate phone number or her higher up for us to speak to. Upon looking at reviews of this hotel this is something that she does frequently to people scamming them out of their money. My husband also called to find out what happened and when he asked what we had supposedly done wrong she refused to answer the question again and hung up on him. I have never been treated with such disrespect by someone in the service industry in my entire life. She claims this was due to an outburst from us, which she refuses to explain, but this is an out and out lie. My son was nothing but respectful in spite of her disgusting behavior and the person who dropped him off is a witness to this.