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MainStay Suites Denver Tech CenterThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
************************* Residency Details Move-in Date: August 5, 2024 Reservation End: December 13, 2024 Location: MainStay Hotel - Denver/Centennial (***********************************)Total Paid: $7,500 Early Incidents (September-November)September 5: Allegations of discriminatory service September 12: Mail handling issues November 9: *****************related complaints November 16: Wi-Fi and mail retrieval incident Critical Incidents (November *****, 2024)November 17 ************** employee (skinny black man) claimed:Someone went from complainant's room (202) to room 101 Accused of smoking in the room Threatened with eviction November 19 ************** worker (********/Terrace with dreadlocks):Forcibly entered room Physically confronted complainant Damaged complainant's iPhone 14 Pro Max **** derogatory comments ****** police **** false allegations November 20 ************* hotel worker returned with police Forced out guests who had been staying over 30 days Continued harassment and retaliation ******************************************************** police visits No arrests made Complainant's attempts to file reports were obstructed Deputy ****** S. ******* Incident Persistent attempts to make complainant file report in person Refused alternative methods of filing report Alleged violation of civil rights Complainant's Background 100% Disabled Veteran Diagnosed conditions:Schizoaffective disorder PTSD Chronic depression Insomnia Six-finger amputee Key Legal and Ethical Concerns Discrimination Harassment Unlawful entry Property damage Civil rights violations Potential tenant rights infringement Requested Remedies Investigation Disciplinary action Damages and distress payment ******************************** Police reports Photographic evidence Witness statements Medical documentation of disabilities Potential Legal Strategies Civil Rights complaint Discrimination lawsuit Property damage claim Harassment complaint Tenant rights violationBusiness response
12/09/2024
To Whom it may concern:
BBB Complaint ID: ********
The guest has been a reoccurring visitor to our location over several months. Mr. **** has had continued streams of unwanted visitors to our location. His guest has had to be asked time and time again to leave the building due to loitering. During Mr. ***** current visit, known guests to frequent his room were seen on camera breaking into an out of order room. Two of the three guests were detained by the police and one arrested. Mr. **** has been asked on several occasions to leave the property but refuses. This has caused us to take other measures in this continued disruption of business, not to mention the safety of our other guest.Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to express my extreme dissatisfaction with my recent stay at this hotel. I booked a room based on the pictures and information available online, expecting a suitable and comfortable accommodation for my stay. However, upon arrival, on 10/8/24 at 12:30am, I was charged for a room I already paid for through a third party company online. I contacted company(**********) , in which it was confirmed by company and Mainstay hotel that I would fully get refunded for overpayment . I have yet to see refund on my account. Furthermore I was shocked and appalled by the deplorable conditions of the room.The room I was assigned had a filthy, urine-smelling carpet, visible holes in the walls, and was infested with insects. The overall state of the room was so unacceptable that I could only tolerate staying in it for a total of one hour. It is evident that this hotel is not properly maintained or cleaned, and is far from being suitable for accommodating guests. The only positive aspect of my brief stay was the assistance provided by ****** at the front desk. He made an effort to alleviate some of the issues I encountered, but unfortunately, the condition of the room was beyond his control.I urge the person in charge of this hotel to take immediate action to address the appalling conditions of your hotel. The lack of cleanliness, maintenance, and overall quality of the accommodations are completely unacceptable. It is evident that this hotel is in dire need of renovation and improvement to meet even the most basic standards of hospitality. I have been treated extremely poorly in all attempts to rectify this situation. Ive called and explained my situation with both ********** and Mainstay Hotel and have continued to be ignored and denied refund. I will be forced to take legal action if this attempt does not succeed.Initial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
9-9-2024 to 9-14-2024 MainStay Suites Denver Tech Center reservations( #**********, **********, **********). 9-13-2024 hotel staff informed could book through ************* website to earn rewards, points etc.. 9-13-2024 ************************** email booked through ************* @ 8:16 PM (#********). 9-14-2024 left to do ****************** Check account money not debited. Call ************************************************************ location directly. Said not in system & when checked in. Representative said would talk to manager & call back. I called back said since booked with Choice & not Priceline then considered new reservation. Also housekeeping cleaned & trashed items in room **** ******* purse, inhaler, medications, legal paperwork, hygiene & all food items. BUT I still had reservation #********. I called ************ customer service ************** to file complaint. Requested not to pursue for #******** booking fee to card ending 0542 based on above ***************** did not stay at hotel that ******************** for trashed personal items. **************** Representative said would escalate ************************** would contact me. Then transferred without notice to ************ sales department trying to solicit me to purchase vacation package. As of the date of this complaint I have not been contacted & or resolution.Business response
10/09/2024
Hello ********,
Thank you for contacting us and choosing ************* as part of your travels. We regret to hear about your dissatisfaction since your expectations with our customer services were not to your expectations. Regarding your request for a billing adjustment, kindly note that every hotel under our umbrella is independently owned and operated. Due to this independent ownership, every hotel handles its billing system separately from ours. Therefore, a refund or adjustment to your credit is not an option for us.
However, since ************* cares about our members's satisfaction, we would like to credit your account with ***** points. To proceed, please send us your mailing address and phone number associated with your Choice Privileges account so we can access your records. We appreciate your time and hope to hear from you whenever time allows.
******
************* International
*************************************
Tel: ************
CID: ********Business response
10/10/2024
Hello team,
Can you please help us route Complaint ID ******** to the following hotel?
MainStay Suites Denver Tech Center
***************************************
Phone: **************
Email: **********************Customer response
10/28/2024
I would like to have this forwarded to business. I have had a lot of medical issues, ER visits etc.. I would like to accept the business resolution of 2000 points but want it put on my finances account. ThanksInitial Complaint
09/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
NOTE:Im attaching a copy/paste of the email Id sent to:*********************************** Regional Director of Sales-MainStay Suites by Choice **************************** Inc.Cell: ************ www.*************** www.choicehotels.com (and, due to character limits HERE Ive condensed w/ bullet points of reference, omitting what has no impact, either way)EMAIL??*********, we spoke 4 months ago (month in advance) as you conferred the point allotment was 10 points/$1. I chose this location based on the first 3 months; spending $64/night (640 pts) X 90 days = ****** BASE pts. alone. ***************** ** CLOSED 1st Reservation: 08/20/23.*Booked 2nd Reservation: 08/20/23. *Logged in Choice Rewards:POINTS SHORT: ****** *CALLED Choice Rewards ?? Member Concierge Elite Dedicated LineREQUESTED: *************** Mgr. EDM (*******): Extended Stay alots 5pts/$1: 1st 30-days. THATS it.Me: IN LAST 2-1/2 YEARS, stayed at a ************ OVER HALF!*NO HELP / NOT accommodating* *Call Ended.*Here @ MainStay: s/w *************************** (NEW interim mgr/floater) outright said to contact ********** take care of this, effortlessly. *Why Choice Rewards is pulling this NOW is beyond me. Ive supported Choice & have referred SEVERAL people due to how Id BEEN treated overall, PRIOR TO NOW.*Im confident in your ability to rectify this situation and alert me when the correct points that I EARNED, are allocated. POINTS / $ BREAKDOWN:The indicated $ amount spent for the first 90 days is correct: $5760.00 _____________________________ Below is the breakdown of what Choice Rewards SHOULDVE given. _____________________________ BASE POINTS +****** ($5760 x 10pts/dollar)+DIAMOND ELITE POINTS +****** (+50% of BASE POINTS)+EXTRA BONUS POINTS (Stay) +400 = TOTAL POINTS EARNED: ****** (1st 90-days) ONLY POINTS AWARDED = ****** (1st 90-days) POINTS CHOICE OWES ME = ****** Sincerely, *********************************
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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