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:05/20/2025

  Type:Sales and Advertising 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.

  Hotel Stay check in Date 5/17 QUALITY INN SHELBURNE , **. WE CHECKED IN AND STAYED FOR 5 MIN. OUR ROOM WAS ON THE BACKSIDE OF THE PROPERTY IN A REMOTE AREA. WALKING TO OUR ROOM WE WERE ASKED TO PURCHASE DRUGS FROM SOMEONE. OUR ROOM HAD A BROKEN DOOR FRAME (HAVE PHOTOS). UNABLE TO LOCK DOOR AND PUSH DOOR OPEN. BED HAD HAIR IN IT. ALL FURNITURE WAS STAINED AND DIRTY AND BLACK MOLD. Cockroaches were visible as well. YOU COULD NOT WALK BAREFOOT ON THE CARPET. THE SMELL WAS SO DISGUSTING. HOTEL STAFF REFUSED TO REFUND THE ROOM ($451) AND DIDN'T OFFER ANOTHER ROOM. WHEN LEAVING MY WIFE WAS HARRASSED AGAIN TO BUY (DRUGS) BY SOMEONE THAT MADE US FEEL VERY UNSAFE. THIS IS NOT ACCEPTABLE! This was a graduation weekend and list of complaints for May is enormous. We request a full refund.

  Business Response

  Date: 05/27/2025

  Mr. Cooper rented a room at our hotel for Saturday, the 17th, and checked in at 1:17 PM. During his stay, he did not report any complaints or issues to the front desk. However, at 4:18 PM, three hours after checking in, the front desk received a call from Expedia requesting to cancel his reservation and request a refund.
  
  Please note that the front desk is not authorized to approve refunds, and Mr. Cooper did not approach the front desk with any concerns or requests for a room change. He did not report any issues with the door or any drug-related behaviors. According to what Expedia relayed, Mr. Cooper's complaint was about homeless individuals he thought was staying in the room next door.

  
  
  On May 19th, Mr. Cooper called Choice Hotels to voice his complaint and received compensation of 20,000 points from Choice Hotels for his issue on May 17th at our location. This is equivalent to 2-3 free nights at any Choice Hotel location worldwide. We consider this resolved. 
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23354284. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I should be getting a direct refund from this business.  Also 20,000 points is not 2-3 night stays, 20,000 doesn't cover 1 night stays in most cases.  

   
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Noah

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:11/25/2024

  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 at this Hotel on October 11th, 2024 to October 13th, 2024. I paid $873.41. They are provide a room. The nature of the dispute is as follow. The room had multiple spiders and mold in the room. I notified them of this on October 11th, ******************************** room #*** and wanted to change rooms. The night front desk employee said that they were sold out of rooms and to check the next day. When I check on the October 12th, 2024. The night front desk employee again said they were sold out of rooms. When I checked out of the room on October 13th, I showed morning front desk employee to get a refund pictures of the room. They told me to contact manager Monday morning for a refund. I have called the hotel multiple times and have sent multiple emails to the hotel to get a full refund. They only sent me half refund of $422.00. I would like a full refund. I have attached pictures of what the room looks like, with pictures of mold and spiders. I have attached a picture of the billing.

  Business Response

  Date: 12/05/2024

   Mr. ****** stayed with us for two nights, from October 10 to October 12, 2024. On October 14, 2024, he was issued a refund of $422.79 due to the condition of his room.
  
  We provided the refund for his first night with us because of the room condition. However, Mr. ****** chose to stay for a second evening, fully aware that we could not accommodate a room change. He had the option to leave our hotel and stay elsewhere but decided not to. We fulfilled our obligation by providing him a room for his stay, and he was aware of its condition yet opted to remain.
  
  Had Mr. ****** chosen to leave, we would have refunded the entire amount. Since he did not leave, we issued a partial refund.
  
  During his stay, Mr. ****** had access to the swimming pool, sauna, hot tub, and breakfast.

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   
  On my first night stay I was told by the front desk person to check with hotel the next day to switch rooms and they stated that other rooms where available at that time. When I contacted the staff the next day they said rooms were filled. There were no other rooms to rent out and therefore could not give me another room. When I asked to be walked to another hotel, they front desk agent said your hotel doesnt do that. I was stuck with the room. This is why the hotel reject the hotel proposal and they should issue a full refund and not just a partial one. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/12/2024

  Mr ****** stayed at our hotel for two days. During those two days, he had lodging, breakfast, pool and hot tub access, and sauna and gym access. Mr ****** stayed both nights. We already compensated Mr ****** by refunding him $422.79 for his two-day stay. Mr ****** chose to stay both nights instead of leaving the property with a full refund.
  Mr ******** was charged the agreed-upon price for his second-night reservation with us.
  We will not issue a full refund for this stay.
  

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On my first night stay I was told by the front desk person to check with hotel the next day to switch rooms and they stated that other rooms where available at that time. When I contacted the staff the next day they said rooms were filled. There were no other rooms to rent out and therefore could not give me another room. When I asked to be walked to another hotel, they front desk agent said your hotel doesnt do that. I was stuck with the room. This is why the hotel reject the hotel proposal and they should issue a full refund and not just a partial one. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:07/22/2024

  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.

  The dispute is about a reservation that I never did I stay in the previous year i stay for 1 night that i paid with my Discover card and I ask how much will be for the graduation season she said will be much more I said I call to know how much and I dont do anything because i have to discussed with my family I came back home and when I spoked to my family said no they will be at least 6 person they will rent a house for all of us them i dont did any reservation, now I received a letter from discover and show a bill from Quality INN ********** in ******* for $437.86 i called Discover and advised how I go to have a cancellation if I never reserved, they place a dispute and the hotel send a letter to Discover said that the charge is not show advise first I never did a reservation and they can charge my card, that they have in file for my last year that I state in the hotel that is fraud I dont reserved anything or sign nothing, this is a misleading from their part to use previous personal information I call the hotel and they tranfered to the manager and said they can't remove the charges because I dont have a cancelation, I can't have a cancelation if I never reserved I need your help

  Business Response

  Date: 07/31/2024

  This reservation was booked on 11-14-2023 by CRS (central reservation system) Choice Hotels.com for the dates of 05.18.24-05.20.2024, which is a sold-out *********** graduation weekend. This reservation was not made at the property. It was booked through Choicehotels.com. This date is sold out 6 months before the date. Our cancellation period is 72 hours. This reservation was NOT cancelled, we saved a room for reservation and provided our end of service. If the guest doesn't show up, a NO SHOW charge of one night will be charged.
  Considering that the reservation was made for May 18th, 2024, in November 2023, it would be easy to forget about it.
  I have a copy of the folio and time-stamped CRS reservation data from Choicehotels.com.

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ   we was unable to do any reservation because we stay i night around oct or Nov 2023 and ask the employee at front desk how much will be if we want to stay for next year graduation 2024 and she said dont have any idea how much the price will be because will be very expensive, them we came back home and we discuss with my family and they said forget it if they dont know the price anyway will be 6 persons and they decide to rent a house, for the whole family we never reserved because they dont know how much will be per night and she dont contact us for the price and we dont contact them either.
  
  Regards,

  *********

   

   

  Business Response

  Date: 08/05/2024

  Attached is ******************** folio for the no show charge. A copy of 72-hour cancellation policy and time stamped reservation info by CRS (central reservation systems) choicehotels.com. And ******************** Nov 2023 reservation with dates.

  *************** had a reservation on 11/11/2023-11/12/2023 at which time I have no drought he inquired about UVM graduation, May 18th date, prices and availability. **************** checked out on Nov 12th, 2023, no reservation was made at this time at the property.

  The time stamped data from CRS (central reservation systems) **************** made his reservation for May 18, 2024 on NOV 14th, 2023 through CRS Choicehotels.com. Two full days after **************** checked out of our hotel. His accusations of fraud by my staff are not factual.  

  *************** did not cancel his reservation, which resulted in a no-show charge. We will not refund. 

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  We dont agree because is not reservation done at time of check out, because we know the graduation will be on may but at that time not even the student knows the dates of the graduation. I dont said your staff do a fraud, that has been a human mistake  that happened at that  time  a simple question finishing for them to do a reservation, that we never did because at that time she dont even know the price per night they dont give us any paper to sign or nothing at all. What prove they have to charge my card on file that never happen to me in my life without any authorization sorry but this is wrong they have the card in file because I used for the night that we stay no to used it without authorization Thank you 
  
  FAQ  
   
  Regards,

  *********