ComplaintsforHollywood Inn Suites Hotel

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Hollywood Inn Suites located at ****************************************************************** regarding the unsanitary conditions and lack of proper customer service experienced during my recent stay at the establishment. As regular patrons of this motel, my *********** have frequented Hollywood Inn Suites for its spacious ***************** to ************; however, our most recent stay from 11/11/23-11/13/23 was an utterly disappointing & distressing experience. Our initial room assignment was Room 105.The true ordeal began on the morning of 11/12/23 when my husband encountered a small bug on the floor, promptly followed by the shocking discovery of two larger insects, identified as roaches, upon moving our belongings. Appalled by this unsanitary & unacceptable situation, my husband immediately reported the issue to the front desk staff.Rather than swiftly addressing the situation, the staff members proposed solution was limited to offering ***** spray & a room change, albeit with an hours-long delay due to hotel occupancy. This presented a considerable inconvenience as we had pre-planned commitments. Moreover, the option provided to temporarily store our belongings in the hotel's accessible storage room, instead of a secure, personal space, was not conducive to ensuring the safety of our possessions. Adding to our frustration, conflicting information was provided regarding the protocol for dispute resolution. Initially directed to handle the matter solely through the third-party booking service, later informed by said service that resolution necessitated contact with the hotel manager, highlighting the inconsistency in communication between the hotel staff & external channels. This experience has been profoundly disappointing, exposing a marked decline in the standards of ********************** care. Regrettably, due to the distressing encounter w/roaches my *********** are compelled to cease our patronage to this establishment.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I'd like to file a complaint on the Hollywood Inn and Suites located at ******************************************************* the issue that occurred on 3/17/23. I made a reservation at this property for 3/17-3/19. I booked the reservation due to its rating I wasn't too sure of the area. Once I arrived at this property there was no one there at the front desk. The property doors were locked. I called the number and there was no one to answer the phone to assist. I was traveling from out of town alone and it was at nighttime and I'm not from the area . It was very unpleasant being locked out of a property that I had reservation for. It was myself and a few other guess, but they left. Another guess and myself stayed and continued to try and successfully reach contact with someone, but were unable. After ***** mins of waiting I deiced to leave, not knowing where I was going to find another suitable place to lode at and I already had paid. A few hours later I contacted the property and ***** answered the phone. I asked to speak to her manager and she stated she wasn't there, I made her aware of the issue, She stated to have the booking site to give har a call so that I'd be refunded my money back. Once contacted the booking site place me on hold and stated "they spoke to the manager " and they would give me a partial refund. I told them that was totally unacceptable. Also I was previous told there was no manager there. I attempted to contact the property back and no one answered. I would like a FULL refund.

  Business response

  03/27/2023

  Guest is lying about doors being locked and no one being present.  There is no further refunds due to this guest.  Thank you!

  Customer response

  04/18/2023

   
  Complaint: 19626210
  
  I am rejecting this response because:

  They called me a liar and I was locked out of the hotel and there is always camera surveillance footage or at least it should be I've NEVER been called a liar and this  is so unprofessional! I have no REASON TO LIE. i JUST WOULD LIKE MY MONEY BACK for a stayfor a room that was booked that I did not stay at! There was NO attendant at the front desk!  

  Sincerely,
  
  Appollionia ******

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  June 12 and 13th 2021 I took a small personal getaway to the are with my sister. We found this MOTEL at a reasonable rate we weren't staying long and weren't spending much time in the room. When we checked it we let the front desk know when we got in the room that it was dirty, smelled like cigarettes and the smoke detector was hanging off the wall. They said we will note that. So upon checking out I thought everything was fine. I look at my bank statements a week later and see I was charged ****** for the damage we complained about when checked in that night. I called to speak to the manager on several occasions and was told either no manager available and I was not allowed to know the managers name. I filed a review on ******. I then filed a claim with my bank in which the company lied and said they spoke with me told **** that they had the right to do so. I looked at more of their reviews after I stayed there and they also had the same problems

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2021/10/12) */ This guest smoked in the room and therefore was charged the penalty for smoking. We do not charge each and every guest for smoking if they have not. We want to keep our rooms smoke free for other guests to enjoy and so the penalty is applied when someone violated the hotel policy. This guest did violate the hotel policy. We sell out every night and if everyone was getting charged falsely, then all our reviews would be complaints such as these. Guest is lying about not smoking and reporting to you is their way of threatening us to return the deposit. No refunds will be made in this case because it was a valid charge. Thank you Business Response /* (1000, 7, 2021/10/12) */ Business supplied email: ********************************* Use this address for this or any future complaints, but nothing else Consumer Response /* (3000, 9, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I DO NOT SMOKE I AM ALLERGIC TO CIGARETTES WHICH WE COMPLAINED ABOUT THE SMELL AND CLEARLY IT WAS NOT DOCUMENTED BY THE STAFF MEMBER WE ADVISED OF THIS PROBELM! I have no reason to lie and you as the merchant are lying and practicing business in a horrible way. When you ************** this merchant the same issues and complaints I had were stated so there is NO POSSIBLE WAY THAT ALL THESE PEOPLE WHO DON'T KNOW EACH OTHER HAVE THE SAME ISSUES WITH THIS TRASH MOTEL!!! HOW DARE YOU CALL ME A LIAR WHEN IM ALLERGIC TO TABACCO! YOU HAD RUDE GUEST ABOVE US AND WE CALLED TO HAVE YOU MAKE THEM STOP AND THAT WASN'T DONE EITHER. THIS IS THE WORST EXPERIENCE IVE EVER HAD TRAVELING! SO NO I DO NOT ACCEPT THIS MERCHANTS RESPONSE!!!!

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