ComplaintsforHeritage Inn Express - Roseville

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Terrible service, fake charges, dirty rooms, plumbing not working, 1.5hr check in process in hot smelly reception area, about 5 people came in while we were in line with complaints of room key not working, one women got a key to someone else's room and walked in on a kid napping. I was charged for a stain in the comforter that was already there. The manager refused to refund me and when I brought up all the issues he hung up. I then started looking at all the reviews and it looks like everyone has complaints and the manager leaves a fake apology on all the reviews with no resolution. The place looks nothing like the pictures online and nothing was upgraded.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This hotel property has charged me smoking fees of $150 on more than one occasion. We are NON SMOKERS who booked a non smoking room there on multiple occasions one in August of 2023 and again in February **** ********** we were charged for smoking in the room. There is no possibility of smoking in the room during the time we were guest there.I feel as tho this cant just be happening to me *************** is scamming money out of non smoking guest this way as the rooms all have evidence of previous stains and ***** in bedding etc..

  Business response

  02/12/2024

  Dear BBB,
  
  We conduct thorough inspections of each room both before and after occupancy to ensure the highest standards of quality and service for our guests. In alignment with our commitment to transparency and fairness, we only levy charges for violations of our hotel policies upon obtaining three key elements: a signed agreement to our hotel policies by the guest, photographic evidence substantiating the violation, and direct confirmation of the violation by a hotel manager.
  
  Enclosed, please find photographic documentation of the violations that transpired during **************************** stay, all of which are date and time-stamped to coincide with the day of her departure. Additionally, we have included a copy of the registration card, duly signed by ************************, which enumerates our hotel policies.
  
  It is our hope that the enclosed evidence clarifies the basis for the imposition of charges related to smoking and damages incurred during **************************** stay. 
  
  Kind regards,
  
  Heritage Inn Express

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My boyfriend and I stayed at the Heritage Inn Express in Roseville Ca on 12/13/2023. I gave a deposit of $100. The following morning as we were leaving I stopped by the office. The day manager was present and training another person. I asked that our room be checked out so I would be sure to get my deposit back. I was told they do not normally do this but as Id asked she would have the laundry guy check the room. She contacted him. He checked the room called her back and said no problem with room. She then assured me my deposit would be returned to me. After waiting for about 10 days I called the Heritage Inn. I was pit on hold, after telling the reason for my call. After approximately 30 minutes, the phone was picked up and asked the reason for my call. After being placed on hold again I was told they were very busy and would have to return my call. I waited another day or so, and called again. ******* answered the phone and said he would check on the matter. He came back on the phone and told me there was a problem and I would not receive my deposit back. I was quite shocked and asked why. ******* said something about damage to the room. I told him about my stopping in the office the morning of my departure and had been reassured I would receive my deposit. ******* told me he was the only person who could decide that. I said the day manager did. He said there was no day manager. Then when I explained the woman told me he said she hadnt been there in the day I checked out. I said she was. Training someone in fact. He argued a bit more said the sheets on my bed had ***** matter on them. He said he had videos of ********* boyfriend in the office messing his pants. He sent an email which said TEST only. He sent a pic of the website. I asked for his supervisors info. It was never given. ******* then sent pictures of 2 sheets that appeared to have pale yellowish stains. Then told me it was urine on our sheets. He is lying and has kept my deposit. I am so upset.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a stay online and paid for the room and pet fee. The deposit was to be collected at check in by the hotel. They asked for my card and told me it was for the stated deposit. When I got back to my room and checked my account later it showed that they dishonestly and WITHOUT ANY NOTICE charge my account first $45 then the $50 for the deposit. They tried to claim that I was paying the "pet fee" however it was already paid for. I proved to them the price difference paid and they refused to refund it even though it was NEVER AUTHORIZED or even told to me they were going to charge my card. I wanted to extend my stay 2 days and they told me I had to put down another deposit and that I get the deposit back 3-5 days after checkout. Now 2 weeks past checkout and I have not received EITHER of my TWO $50 deposits or the $45 unauthorized charge they put on my card.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A booking was made through Priceline on 9/15/22 for two nights. Arrived at the hotel that evening ~6:30pm. Attendant claims the reservation does not exist in their system and to call Priceline. We left.Called Priceline same day. ********* confirmed the booking on their end and attempted to contact the hotel. No answer. Priceline was then supposed to offer a refund after confirming with the hotel within two days.After one day, we received a notification that only one of two nights would be refunded due to a no-show. ********* told us to contact the hotel. The hotel refused to help in anyway, claiming we did not have proof that we were refused service on 9/15.The hotel does not have management available to speak to in the two attempts we made to call. The person answering the phone would not offer any help. Simply put, this hotel has taken our money by falsely marking us as a "no-show" due their to lack of bookkeeping. Our attempted check-in was never recorded. Staff refuse to help. We are disputing this charge with our credit card company because it is fraudulent.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 16, 2022 at 2:30pm my party checked into the hotel for a one night stay. We dropped off our luggage in our rooms and went about our day. When we returned that evening at 11:00, we found one of our suitcases was missing. We called down to the front desk to inquire if housekeeping had moved the luggage. On closer inspection it was found that the window had been forced open. The hotel staff were not helpful or reassuring. They took pictures and left. They did not contact the police department to file a report. We called and filed a police report ourselves. There was no manager on duty. We were not offered to be moved to another room even though the window was off the tracks and the room could not be secured with a missing window. We did not feel safe at the hotel and informed the front staff that we would not be staying and that we wanted to be contacted by the manager as soon as possible. The staff told me to call the next day when the manager would be there. I did as instructed and called each day for 3 days until the manager was finally on duty. The manager then told me there was no evidence of suspicious activity however their own night staff and security guard took pictures of the tool marks and broken window the night of the break in. The manager then refused to offer a refund or accommodation of any kind for our inconvenience. I have since filed a dispute with my credit card company.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and me got a room for the night on April 16 2022.we left to go to a event we came back to find are room was broken into are luggage was stolen. We contacted the front desk. They sent some one to investigate the situation. We filed a police report with the Roseville police. My wife hand some medicine in there that she needs to take in the morning so we had to leave that night we asked for a refund. The person at front desk could not give refund they told us to call the next day becase the maneger would be in. so I did i was told the maneger was not there and to call back the next day. so I did then I was told they will be in at 10pm call then. so I did then I was told he went to his room and to give the desk person my number so he could give it to them manager so I did. And now its the 19th of April and if have not head any thing from any one. That is why im seeking help to fix this situation.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I stayed at this place on February 10th to the 11th. I booked the hotel through a third party website which was agoda.com. when I stayed at the hotel I did see until the next day that we had three or four roaches that we had to kill. I would have notified the hotel but I was busy packing up and I did contact agoda first and let the hotel know on my way out. I realize I should have contacted the front desk first but they wouldn't have been able to do anything because it was already almost check out time. While at my stay that morning, I accidentally dropped eyeshadow on the bed and they charged me the $50 deposit. They also charged me twice for the deposit which I have yet to see my money back. I have tried contacting the manager several times and I've even dropped by there to talk to the manager about the eyeshadow incident on the bed which washes out easily. They told me it was up to housekeeping for the charges and to talk to the manager about getting my money back. And they have not contacted me back. I took many photos of the room showing how dirty it is and I took pictures of a ***** because unfortunately another I could not get a clear picture of other roached cuz it was in the carpet. It seems like they retaliated against me and tried to say that eyeshadow is f**** which is totally not true. I've also stayed there many other times and I still never got my deposit back at least three transactions of which I have proof I never got back. I have tried contacting the property many times and they just keep giving me the runaround. I have documents from the hotel showing that they never paid me back one of the deposits I was charged. And I'm attaching the sheets that they printed out for me and I'm attaching photos of the room. In addition if needed I will attach my statements showing where I was charged for a deposit but never received it back.

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