ComplaintsforIntown Suites

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was cussed out by the maid aka a member of the staff at this Intown suite I am currently staying at and I'm not going to take rude behavior from an employee when I'm the customer. I should never be told to f*** off and die as a customer.

  Business response

  04/18/2023

  Thank you for choosing InTown Suites. We sincerely apologize that you did not have a pleasant experience. Please reply with the name of the employee your concerns are regarding for further assistance regarding your concerns. 

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint About InTown Suites Unresolved Issue with Reservation For InTown Suites Phoenix West:*********************************************** Hi, I made a reservation with InTown Suites reservations ***** with Folio Number: *****. They didn't confirm with me if they had my name correct, which is spelled ***** as my last name on the room agreement, not *****. So I don't know if they even got my email address correct, which they didn't confirm either. So the thing is that I never received an email and I wasn't told by reservations that the hotel office closed at 7 pm. I arrived to the property at 7 pm and the office was closed and I was told by another employee that I should return tomorrow. I was charged a no show fee anyway of $71.54. I should not have been charged this because I was not told by phone that I should be there at the property before 7 pm and I received no email to tell me the same. A person at the property who works there said to return and the cameras would know that I was there at 7 pm so I wasn't a no show. I would like a refund of my $71.54 for this reason. If there was a legitimate contract to pay for a no show, I should have been told the closing time by phone & received an email with the terms and times and I wasn't & didn't get that so it makes such a said contract void. As I'm doing now, I contacted InTown Corporate to resolve this issue and not have to go and report this issue also to the **** which I've done also and they suggested I contact The BBB. I have contacted the property and they said they won't refund me because the mistake was with the reservations office. I then contacted the reservation office (Reservationscounter.com) and they said that there are multiple reservation offices and they couldn't find the Folio number with them, which the hotel gave me on a copy of the Room agreement. I also contacted my banks dispute **** and they said that they don't dispute cases of Services Not Rendered. Thank you for your ************** help for this issue!

  Business response

  05/11/2022

  Thank you for giving us the opportunity to respond to this guest concern. This is Intowns company policy for no call no  show for reservations.  He didnt call or show during the office hours.     I showed him a copy of the online rules and regulations and a copy of the confirmation email he should of received which lays it out. He claims when he made the reservation over the phone no one told him. Management had to have security help ****** him out due to his violent behavior.  He then turned and started fighting with security.  I gave him copies of the above mentioned documents before he left.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Saturday, September 25, 2021 the manager on the property had the security tell me "pack your stuff your out of here". I went to speak to **** to clarify why I was out of there and he proceeded to tell me we did not need to have a conversation, because it was none of my business why I was putting out. He said, "because you spit over the balancy that against our rules, you argued with the manager and our housekeeper and you've been smoking in our room." I have multiple copies of their rules and no where does it say I can't spit in their parking lot or over the balcony. The "argument" with the other manager wasn't an argument she yelled and threatened to make me check out over spitting over the balcony. I'm not sure who the housekeeper on the property is because the tub in my room has been broken. And I smoke across the street from the property all of their security has definitely been witness to that. If I get kicked out once the police come I want a refund for $2,267.44.

*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. ↩