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:07/17/2024

  Type:Facilities 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.

  We are tenants in a long term hotel. They have given us notice to be out in 30 days as they are doing full renovations. We have a written letter from management that renovations will start 8/15. The problem is they have begun full renovations already. They have ripped all furniture and bathtub, fixtures etc from all rooms around us. They have no safety barriers u p and I have no idea what I am being exposed to. Also they do not clean up so it is a hazard. We have asked but they refuse to move is into another room until we can move out. The noise component is another issue in itself. I do not feel this is safe. There is mold for sure and I do not know what else. The hotel is being renovated under the comfort inn umbrella but I am not sure if they are officially under the umbrella. We were told that we could just leave. We have been subjected to roaches and other nastiness. The room next to us was not cleaned for 9 months because housekeeping and maintenance refused to do. I am wondering what I can do about this issue I do not seek monetary assistance I just want to be moved or have the renovations stopped until the written date.

  Business Response

  Date: 08/02/2024

  Thank you for bringing this to our attention, and I apologize for the inconvenience the guest experienced during the renovation process. Our guest safety and well-being are of utmost importance to us.
  
  I want to assure you that as of now, all renovation activities on that floor have been halted until all guests are moved out. Additionally, we've implemented strict safety measures, including blocking access to the renovation area, to ensure that no one is exposed to any safety hazards during this transition.
  
  Rest assured that our team will not start any renovation activities before the official renovation start date of August 15, 2024. We understand the impact of noise and disruption, and we appreciate your patience during this process.
  
  If you have any further questions or need assistance, please don't hesitate to reach out to our front desk. Your comfort and safety remain our top priority, and we sincerely apologize for inconvenience you've faced. 
  
  Thank you for your understanding, and we look forward to providing you with a better experience once the renovations are complete.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair 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.

  Drove over 8 hours to attend my sons Army graduation on 4/28/2023. When my wife and I arrived at this facility on 4/27/2023 to register for a reservation made on an online reservation website, I was informed by the front desk manager that our website rate was higher than the rate given to members of the military. Facility was also not the same facility that was pictured on the reservation website as it is not even painted the same as the online ad, facility had obvious damage to its windows and a very strong foul smell emanating from an unknown source in the lobby area. I ask the front desk worker to apply the military rate to my stay as this rate was over a $200 difference from what the facility wanted to charge me, knowing it was an overcharge. Attendant became angry and then rude, refusing to modify the rate using an excuse that she could not modify a third party rate. OK, I told her that I would cancel the third party reservation and then she could then give me the appropriate rate. Attendant then invented another excuse that their reservation system was now broken even though she just used this same system to look up my original reservation! Asked to speak to Management who was ***********************. The Manager continued the abusive and rude behavior even though if she was in my position would not want to pay $200 extra for the same room. Manager than told me that I wanted to make this her problem which in this industry it is. Manager than continued to be verbally abusive than threatened me with video evidence which I do hope they have in order to demonstrate their refusal to assist with this overcharge situation and then attempt to move forward with overcharging me. Shameful treatment of a disabled veteran especially in a military community!

  Business Response

  Date: 05/18/2023

  *************** had a reservation with **.  She and her husband arrived at the hotel to check in.  He started inquiring about his rate and what he paid.  He was told that his reservation was made through a third party and that we, the hotel does not know what he paid.  He said that he was a retired military and inquired about our military rate.  He was told what our military rate was.  He then insisted that we offer him that rate.  Again we explained to him that we, the hotel cannot alter his reservation in anyway. He was very upset but left the hotel lobby, I assumed to contact the third party.  He then returned even more upset than when he left.  He started yelling and cursing was being very rude.  He was then told by me, the hotel GM that he was not welcome to stay at this property.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Please be aware that these individuals were the first representatives of your community that I as an individual had and they are a horrible representative of your community as they very well knew of the rate that they were asking me to pay as they were forcefully attempting to OVERCHARGE me in excess of $200 for this stay. To maintain that ANY person would not become upset about this is Outrageous! Pure larceny! ****** then threaten me with a video of the encounter which I would recommend she review as she is sorely lacking in customer service training of any kind. ****** clearly escalated the issue by being unwilling to provide any resolution other than the overcharge as I offered to cancel the third party reservation and be rebooked as a walk in which was reasonable. ****** also told me she was worried about being charged for the reservation cancellation and that this was not her problem. Outrageous way to treat a veteran visitor to your community for the first time. I have reported this issue to your State AGs office due to the attempted overcharge and numerous misrepresentations of this facility on vendor websites. Army base was also informed of this issue to warn other vets about the malfeasance here! Seems like this is a common business practice with your member to try to victimize disabled veterans who provide the benefits ****** enjoys in the **! SHAME to display an ******** flag on their billboard when their actions towards Vets has been established.
  Regards,
  ***********************