ComplaintsforBaymont Inn & Suites

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I stayed at this hotel from June 21-23 for our 10 year anniversary. First impressions were mediocre; the outside of the hotel and lobby were modern, but the room was very dated. I went to the lobby immediately after checking in to ask about an upgrade, and the manager on duty (Russ) assisted me and provided the upgrade to a balcony room at no additional cost to avoid any hassle on his part. At this point, I was pleased. On our very first night however, we went to the balcony, but upon trying to re-enter our room, realized the balcony door had somehow locked from the inside. We had to alert guests outside to inform the hotel staff that we were stuck. This ordeal took nearly two hours, because the deadbolt to our room door was latched and the staff could not get into the room. The advice given to us was to shake the door back and forth to hopefully force the lock open. At this point it's near 1:30 in the morning. Eventually, my husband was able to wedge the balcony chair into the door and wiggle the lock loose. Upon entry, the hotel owner made several promises to "correct" the issue, and moved us again. The next morning, we went to the front desk requesting to be comped for at least the first nights stay merely for inconvenience. The same manager, Russ from the following day, begrudgingly said he doubted that we'd get a refund, but said he'd see what he could do after speaking to the hotel owner. We followed up a few hours later and were told we would receive a 10% discount off of our $330 stay, which was insulting, but we didn't feel like going back and forth, and planned to just leave a critical review. At the end of our stay however, they still charged me full price, and when I called seeking a resolution, the same manager Russ was very rude, refused to answer my questions, stating that he had been threatened, and hung up in my face. At this point, I was through dealing with the hotel staff and decided to file a complaint through BBB.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was a guest of Baymont at the stated address for two nights: Jan31st-Feb 2nd of 2024. I was charged an incidental deposit of $100, drafted from my checking account. It will be refunded to me after I checked out; I was told. However within a week to 10 days after check out, the refund had not yet been issued. I contacted the hotel to discuss the delay or any problems with issuing the refund. It happened consistently that they could NOT find my reservation or did not see the deposit or etc. I requested a manager as well as accounting person to contact me to discuss the issue that never materialized. After several attempts and telephoning the hotel to have them resolve the issue, there has been NO diligent effort on the part of the hotel to give me my money back. In addition, the email address they provide for communication purpose does not work efficiently for follow up processes. I am claiming the refund of $100, an apology and for them to know that though I return to Hot Springs on business, I do not stay at this hotel for the lack concern about having a 'perfect and positive experience' as guest of the hotel. Thank you!

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