ComplaintsforClarion Inn & Suites

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I booked a room in the clarion hotel for her birthday. It was a good day until we woke up in the morning to find roaches on our bed walls and curtains. I managed to kill a couple of them so they can see that I wasnt making it up. I went to the front desk and spoke to a manager and she said she would take care of it. And she even offered to give us a discount, in which didnt honor. I called the next morning and another manager just hung up the phone on me. She is very rude. I dont want it to happen to anyone else. I hope we can move forward. Thank you

  Business response

  09/11/2023

  Dear ,
   
  Thank you for taking the time to complete our online survey regarding your recent stay at Clarion Inn & Suites Central ********** Beach. 
   
  On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us as we did inspect room and nothing was found just want to share with you 
  
  We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests. 
  
  
  We hope for an opportunity to properly host you in the future.
   
  Sincerely,
   
  *******************
  GM
  Clarion Inn & Suites Central ********** Beach
  **********
  
  

  Customer response

  09/18/2023

   
  Complaint: 20429305
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a room for 2 nights, 3/31/2023 and April 1, 2023. I checked in on 3/31/23 at approximately ****. Upon entering the hotel room, there was an awful mold smell, multiple bugs crawling on the walls, and a cockroach on the floor by the bed. I requested a refund and the manager, **** told me I had to go through Expedia . When I called Expedia, they reached out to the motel manager who told them she would only give me a refund on the second night even though I didn't stay either night. She then told me she wouldn't give me a refund because of my attitude. She did not seem surprised by the complaint of bugs in the room. Staff stated, "welcome to ******* ". The motel then charged my debit card for additional fees for which they didn't explain a reason. I didn't stay at the motel because of the safety concern and had to book with another motel. I am requesting a full refund of all charges

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I booked a suite room via hotels.com for an overnight stay on March 4, 2023, which is MORE EXPENSIVE, and I double checked their website, it says nowhere in there that the suite DOES NOT allow pets. When I arrived, they gave me a standard room.I did notice when I arrived there was a "no vacancy" sign on the door. I'm not sure if they overbooked and then gave me whatever room is available, or because they truly does not allow pets in suite room but failed to disclose this on the website! In the pets policy section, it says "specific rooms only" but it DOES NOT disclose which room, which is very misleading. At either case, I have paid for suite room, but was placed in a run down standard room. I left after 30 minutes being in there while attempting to discuss the issue with hotels.com's representative. I could not stay there because the room given was really awful and I didn't think I deserved to be placed in that room after paying for a suite room that is way more expensive!The representative said to inform the front desk of the cancellation. I attempted to obtain a cancellation notice from the front desk only to be informed that they cannot issue one because I booked through hotels.com.I also would like to complaint the front desk at Clarion who was ignorant and rude through the whole ordeal. He has no customer service skills whatsoever. I have never had such a bad experience booking through hotels.com nor any bad experience with any other hotels that allow pets. Clarion's misadvertisement caused me nothing but grieved.

  Business response

  03/28/2023

  Hello 

  Thank you for choosing our hotel for your stay 

  We apologize for your incontinence. Suites we do not allow any pets and its in room description   

  I see you did book with hotel.com so we do not control what they say to customer to book room. Next time when you book hotel room please call them few days before for arrival with pet so they can disclose hotel policy can explain rules and policy of our hotel 

  Again my apology for your inconvenience.

  Thank you,

  ****

  Customer response

  03/28/2023

   
  Complaint: 19550753
  
  I am rejecting this response because: upon arrival to the hotel, they downgraded my stay to standard room that aside from being smaller, but also not the cleanest. Hotel.com attempted to reach out to them for cancellation, but was rejected. The Receptionist was not helpful and not the friendliest to deal with. I believe ************* their parent company, needs to know about this.
  
  Sincerely,
  
  ***********************

  Business response

  04/21/2023

  These pictures are from third party sites 

   

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a larger suite for my family for vacation. Upon arriving our room smelled like someone had urinated all over it. The room was filthy. We attempted to buy cleaning supplies and clean it ourselves in hopes to get the smell out which we were unsuccessful. They moved us to a way smaller room and did not reimburse the price difference. They are refusing to reimburse the price difference. We had no water 3 of the days we were there and they said they would compensate us for two of the days by giving us a total of $135.60. That is $67.80 a day which is not even close to what I paid there a night. I paid $1384.99 for 7 nights and did not receive half of the services or the room size that I paid and booked for. I went through Booking.com who tried to get some compensation back but Clarion is refusing to even reimburse me the price difference of rooms.

  Business response

  06/16/2022

  Business Response /* (1000, 11, 2022/06/02) */ Due to inconvenience of guest hotel has processed refund of $135.80 when guest was at hotel dated 4/23/2022 Thank you, Dave Consumer Response /* (3000, 13, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not reimbursed the price difference of the rooms. I booked the larger suite and was moved to a way smaller room as mentioned. I was told that the $135.80 was for the inconvenience of not having water for 2 of the 3 days that we went without as mentioned in my complaint. Not to mention that due to lack of housekeeping which was not mentioned when I booked the stay, I had to buy cleaning products and try to eliminate the odor and clean the filth up in the room we originally were placed in. Part of being on vacation is to get away and enjoy and not have the worries of having to clean up someone else's mess prior to your stay or buying the cleaning products.

*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. ↩