We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Hometowne Studios

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 called because they never gave me my $100 back. And the girl tells me that I was smoking in the room. I am not a smoker I don't smoke. I'm 75 years old. I stood there for 10 days. The room is gonna get dirty.I've use you people before, and I'll never use you again. I am not a smoker and she wants to keep the hunted dollar deposit ridi.

  • Initial Complaint

    Date:08/04/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On July 12th after losing A/C in my home, I booked two nights at HomeTowne Studios by ********************-West. Upon check in, I asked about the safety of the area and if there were any room issues as I had my ill wife with me. The check in employee for that night assured me it was beyond hotel expectations and was safe. They gave me a room and I went to inspect it. The room had a cleaning cart, towels strewn everywhere and food, trash etc. Clearly not a prepared room. I went back to the office in which the guy switched me to another room. This room was DISGUSTING! There were roaches everywhere, the walls, the bed, in and on the appliances, the bathroom. At that moment I decided I absolutely decided I was not going to continue my stay and went to the front to check out less than 20 minutes later. I requested that a manager contact me and asked if they would approve the refund from Booking.com giving the unsanitary conditions as this immediately is a department of public health and safety issue for a hotel. The night person was utterly disinterested or concerned but said he would leave my name and number and checked me out and immediately refunded my deposit. I have called every day for almost a month asking to speak to a manager in which they front desk staff has said they don't know the managers schedule and don't know when they will call me back but they'll make sure that it's done. I have zero manager information but I have attempted to reach out to address the health and safety issue of the room, and to get a full refund approval from Booking.com. As I did not and could not complete my stay without compromising mine or my wife's health. As you know roaches are disgusting, procreate rapidly, leave f**** everywhere and carry bacteria, diseases and infections. I refused to suscept myself and my wife to risking cooking food in that establishment and get sick from unknowing ***** bacteria and droppings as it was in the fridge as well. I JUST WANT A REFUND.

  • Initial Complaint

    Date:06/18/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    May 30th, 2023 to June 7th, 2023;8-night stay,cost $484.24. Requested special accommodation during booking for room on second floor, due to having PTSD and being extremely triggered by noise/people above.Arriving I saw construction workers reroofing the main building of 3 (not stated on any websites). Room 1: receptionist told me about a previous pest problem that I may encounter& did encounter. There were a number of vacant rooms in all of the buildings.I was given another room, reassured by the receptionist that this was a nicer room.First 4 days of my stay, I woke up to roofers directly above my room. They continued to work until evening.There were several insect problems, unsanitary sheets/shower curtains, the door had a large gap between the frame, with the building being next to the interstate without a wall/barrier, this was extremely loud.I attempted to get clean sheets which took 3 attempts for staff to provide proper sheets.My last attempt, I smoked a cigarette prior to entering and I was questioned about smoking in the room.I also asked about using the meeting room for work with the construction occurring.I was told by the staff that the room is for corporate associates only and was unavailable, and construction est. to be 3 more days. I reached out to Red Roof directly about these issues and asked for partial reimbursement. I received an apology and a statement that I requested an upstairs room, this room was what was available, and nothing could be done.I sent another email with pictures to specify more problems occurring.In the email I described; a security misinformed by staff led him to enter an occupied room, and 3 rooms away from me was a hole in the ceiling due to one of the roofers dropping something, had this happened in my room would have landed directly where I was sleeping. Additionally stated multiple rooms were left open throughout the entire day/night: concerning safety and infestation problems. I have not been contacted back.

  • Initial Complaint

    Date:08/02/2022

    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've been staying at hometown studios on I17 and Peoria since July,11,2023 and today is August 2,2023. The 1st issue is there is black mold all under the bathroom sink cabinets and I notified them of that and they did absolutely nothing for us and I said to myself ok I'm only here for about a week longer but then 3 days ago now on the July 30th the toliet got clogged and they only offered a different plunger to use even though I already tried 2 different ones with no effect. Well today I was fed up having to go a mile to the gas station to use the restroom and the God awful smell so I asked again if there was a restroom or different room we could use and they flat out said no!!! Her exact words was i talked to the manager and they said they would not move us or let us use a restroom and she would talk to us in the morning. Well thats not satisfactory at all especially how long and how much money I have spent on this room! Also the day grounds keeper is always threatening us to kick us out for stuff we haven't even done and also trying to fight and Intimidate guests that stopped by telling them what are looking at, we got a problem, when no 1 was even looking at him,also have him on video drinking on the job so maybe that is why he acts so childish. But the main problem is no restroom and not accommodating my needs. This is completely unacceptable at any motel and I just can't believe after all the money I've given them not to have restroom for 3 days is beyond ridiculous and they need to be shut down if this is how they treat there long term paying guests. Not to mention the 3 day I complained about the upstairs banging and keeping us up for 3 days!! Worse hotel ive ever stayed at, does not care about their customers in any regards. aa

    Business Response

    Date: 08/03/2022

    Hello: 

    ****************** has been the property since 7-11-22 extending on an everyday basis. The ** has been working desk every morning leaves at 4PM, ****************** hasn't come in the office to request Maintenance until yesterday 8-2-22 after 7pm. Our maintenance man did call off today, so we can't take care of that clogged toilet today, but if he comes in the office before noon we can go ahead and change him rooms. 

    Thank you

  • Initial Complaint

    Date:07/15/2022

    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.
    07/14/2022

    Business Response

    Date: 07/20/2022

    Hello:

    *************************************** is still an inhouse guest, he did have issues with the air conditioner in his 1st room, When he came and extend for another day he informed us about his air conditioner not working, that same day we send the Maintenance person to go and check it out, Maintenance got it working fine during by the end of the day his air conditioner stop working again, at this point the Front Desk GSR moved him rooms from #*** to #***. He is currently paying daily under a discounted rate, and he hasn't complaint about anything in his current room.  I am sending you a screenshot where you can see we did move him rooms as well as his rate has been modified. 

    Please let me know if you have any questions. 

Hometowne Studios is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.