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:05/17/2025

  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.

  Village Inn $164.29 Absolutely disgusting room. We have photos of almost everything , but they took the stained towels B4 we could photo those. Was not cleaned B4 we got there. Staining on the chair. Body towels were stained with a light Orange hue and had hair on them. Bottom of garbage cans were filthy. Dust on head board of the bed. Microwave not cleaned. Food left in freezer. Dirt and hair on bed B4 even pulling back the covers. Refused to give us new towels and said they didn't have the key. Head manager said if we would have called office we could have gotten new towels but said we couldn't when my fiance went up there. Lies about there being manager on the shift when we were there. They were rude and short with us like it was our fault they didn't do their job. Refused to give a refund after saying they would give us atleast half and also tried to have us moved into a different unit. Had to use a face towel to dry off and scared I may have contracted a disease from there. We would like a refund and we are looking into getting a lawyer but would also like this chain of Inns. They said we used *********** when we did not. It's their whole argument on why we won't get a refund and it's a lie.

  Business Response

  Date: 05/27/2025

  We provided new towels and changed room. This is 3rd party, through ***********, so no refund can be provided, she already used the room. And we didn't charge for the dog.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They charged us for the cats. No new towels were provided and they offered half our money back and a new room but we were discussed with how the first room was. We sent photos and request a refund because they wouldn't give me new towels and acted like it's our fault the room was gross but it was like that when we got there. We did not get to stay all night because who in their right mind should dry off with towels that had blood and hair on them and a bed that had dust and hair on it. That's absolutely disgusting and a refund is the only result I want from this. They did not do their job and clean the room before renting it to us.
  Regards,
  
  **** *****

  Business Response

  Date: 06/05/2025

  Hi sorry for inconvenient. this reservation made true the  booking .com  and it is non refundable.  our employee provide deferent room but she don't wot to take it. they provided other towel. she use the room. she need refund. she don't wont to stay in the deferent room. she had dog but she did not paid for dog.  she cues my employee. we charged only $ 106.00  if she need refund we can do only half refund. thanks

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  They did not supply with new towels. The first set had blood and hair on them. There was food left in the fridge. Dust on all surfaces and dirt on the bed before we even pulled back the sheets. The garbage can and microwave where filthy. So of courses we were not gonna accept a different room because the first one was not maintained. We did not have a dog and informed registration desk that we had 2 cats a day it was not booking. Com and if they were not informed that is not on us but the registration desk for negligence. We were traumatized by the blood on the bathroom towels. The only reason we walked out angry was because we were told I could get atheist half refund and then minutes later told we can't get a refund at all. The only reason why we were booked in the room as long as we were was because we went shopping after dropping our stuff off in the room. Because of the incompetence, lack of professionalism and the trauma, unwillingness to cooperate we would like a full refund and an apology from the owner himself.
  
  Regards,
  
  **** *****