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Business Profile

Hotels

Why Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 live in the building in which the hotel operates and a discount is offered to residents. The staff claimed no rooms available and stated fully booked. I immediately reminded her that they have done this to me before and it took an argument in-person for them to book it. I explained rooms were available as I looked it up online and that i'd like to book one. She hung up. I immediately booked the room online following my discussion with them and would like a refund in the amount of my discount. I've contacted the company multiple times by email and have stopped receiving a response. This has happened multiple times and the staff is always discourteous and downright mean to anyone they interact with. I am confident the staff did not want to offer me accommodations as I am a ****** *** man - a discriminatory practice that I have a big problem with as it is extremely blatant.

    Business Response

    Date: 03/28/2023

    Hello **************,

    Thank you so much for taking the time to write this thoughtful statement. We take all of complaints, particularly any cases of discriminatory practices extremely seriously and have conducted a thorough investigation including, but not limited to, a review of all communications between our staff and yourself, speaking directly to all staff involved and collecting their statements.  Following this investigation, we do agree that our Guest Experience Associate ("GEA") did not meet *********'s standards when speaking with you on the phone by hanging up prematurely. We reviewed communications between you and our onsite manager, *******, who explained that we had room inventory issues that were causing confusion with our staff with respect to room availability as a result of our hotel wind down process and unit moves. I want to personally apologize for that confusion and have followed up with our team to make sure that that doesn't happen again. However, while we did conclude that while our GEA did not conduct herself professionally in her conversation with you, she did not intentionally or discriminatorily deny your room reservation and instead acting in accordance with instructions from her leaders to not accept further reservations as a result of the hotel wind down and unit moves.  We sincerely apologize for the inconvenience that this incident caused and again thank you for bringing it to our attention. If you have any further questions please feel free to reach out to me directly at ************************

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