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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Hotels

MainStay Suites Orange County John Wayne Airport

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/14/2024

    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 am seeking compensation for the damages to my personal property. Me and my fiance stayed at this hotel for a business trip. I paid well over one thousand dollars to stay here. Their washer and dryer systems do not work properly and they know this. They didnt bother even telling us not to use them. There was no warning sign, no stickers of any sort. Nothing. The washers were leaking water when I paid to use them. Once we put the clothes in the dryer and got them out. The majority of our clothing we brought for our trip are completely burned and destroyed by there dryers. They would not compensate us for the damages and forced us to leave the property for complaining about their dryer destroying our clothes. I wish to be compensated on my entire stay for them destroying my property and my finances also by discriminating us solely because we complained about their dryers destroying our clothes. That is not a reason to force someone off your premises and not let them stay as a paying customer anymore. The owner of the facility is ver mean, greedy, and rude. I have pictures, videos, and physical evidence of everything. I still have the damaged clothes. Id like a full refund. I dont pay a hotel $1,467.83 to not be compensated on my damaged clothes. Than on top of that kicked out because I asked for a managers help. This is my first time writing a complaint about any type of business since they are the worst I have ever dealt with by what they did to us. If I need to send pictures of all my clothing damages please call or email me. Since it only lets me submit so many pictures on here. Thank you and I hope you guys can help us.

  • Initial Complaint

    Date:11/08/2023

    Type:Billing 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 6/28/23, I made a reservation for a 1 night stay on 7/23/23. My purpose for choosing this hotel was specifically because they had jacuzzi tubs. My Grandma had just passed away & as her only heir, I was responsible for handling everything, planning her service, etc. I needed 1 night away from everything to try to unwind a little.I checked into the hotel on the 7/23 & the first thing I did was start the water in the tub. Nothing but cold water came out. I kept waiting for it to warm up & nothing. When I brought this up to the front desk I was told that maintenance was not available to fix ******* may be several hours before they could get to it. Apparently there were no other rooms with jacuzzis available because I was not offered that but I was told that I could leave if I'd like &be credited back. I agreed to that & a credit was given back on my card that same day. I checked into the hotel at 8:10pm & I checked out at 9:33pm.Upon checking my credit card account in early Sept., I noticed later that my card was charged again, the following day. I contacted the hotel on several occasions to get this corrected. After numerous attempts to correct the matter with the hotel directly, I was advised by a manager there to dispute the charge with my credit card company.I did dispute the charge but after the credit card company investigated it I was recharged because the hotel management lied to my card company and told them I requested to cancel and was advised that I would be charged. THAT IS NOT CORRECT. Had that been true the hotel would not have credited back the original charge in the first place. I have now been charged for a service I did not receive. I did not stay at the hotel because they were not able to provide the service I booked and they offered me the option to be refunded.To sum this up, they did not provide the service I've been charged for. They have not been willing to work/communicate with ********* lied to my credit card company.

  • Initial Complaint

    Date:08/18/2023

    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 reserved an stay on MainStay Suites Orange County John ******************** Airport from July 20th through 23rd. My reservation number was ********. On Sunday the 23rd around 3:45am another guest opened my room door, and after he realized the room was occupied he said that front desk gave him the key. I called front desk and talked with *****. She apologized stating that the system was working erratically and showing my room available. At checkout around 10am ***** was not there, but ******* was on duty and he said he didn't know anything about my room. He supposedly filled a report and ONE week later nobody had has the courtesy of contact me. I expect compensation due to your breach of contract. I tried to filled a complaint through their portal, but the system didnt let me. Regards

MainStay Suites Orange County John Wayne Airport is NOT a BBB Accredited Business.

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