Complaints

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.

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 currently in between apartments which is a nice way to say homeless. I am staying in cheap hotels the last two months while I look for an apartment. Fortunately, I have a job as a cab driver which keeps me off the streets. I checked into The Link and told the front desk that I drive a cab. I told them the cab would only be parked a few hours before the night driver picked up the cab and left his car. They said to leave a parking decal in the dash. I stayed at the hotel for several days but got up one morning to find the cab gone. The so called security officer had the cab towed. This cost me 225 dollars. He said he didn't see a parking decal. No effort was made by this nit to see if a cab driver was staying at the hotel. No sign was put on the cab saying no parking.i was passed and demanded the hotel pay the towing fee. They refused and said I was rude to the grossly incompetent staff. The manager, a short would be tough guy gave me thirty minutes to leave the hotel. I guess I shouldn't have gotten angry!? He even wants me to pay 10 dollars a day to park in the empty hotel parking lot. I should add that many of the cars in front of the hotel don't use the decal. Why was I towed and not them ?

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 writing to complain about the unsatisfactory experience my mother and I had during our recent stay at the Link Hotel on Sunrise, ***************, *******. Our reservation was for 11 days, from Dec 17 to 28, 2023, for which we paid $468.80 via Priceline.com. Upon our arrival, we were surprised to be charged an additional amenities fee of USD 18 per day, totaling USD 198. Additionally, a deposit of USD 120 was collected, with a promise to be refunded upon checkout. However, despite the assurance from the housekeeping Manager, ********, and Manager ****, we are still waiting for the refund of our deposit.The advertised amenities, crucial to our stay, were nonexistent or misrepresented. There was no breakfast service, swimming pool, or daily housekeeping. These discrepancies significantly impacted the overall quality of our stay, and the additional expenses incurred due to the absence of these amenities were disappointing.On Dec 19, I detailed numerous issues with our room, including extensive damage to the bathtub, malfunctioning electrical *************. Despite notifying the hotel promptly, no action was taken to address these concerns throughout our stay.On Dec 27, I reported a distressing incident involving bed bugs in room 113. Despite immediate notification, we were forced to move to room 226, disrupting our vacation day. I have documented this issue with photos/videos, providing irrefutable evidence of the bed bug infestation and the resulting bites we sustained.I had requested the bed bug investigation report from Manager ****, who assured me of its prompt provision. However, I am still waiting for the report, which adds to my growing concerns about the transparency and responsiveness of the hotel's management.Additionally, on Dec 23, an individual came knocking on our door well past midnight, attempting to sell illegal substances. This alarming incident raises serious questions about the security measures at your hotel and guest safety..

  Business Response

  Date: 01/10/2024

  
  Good Afternoon,

  The guest stayed with us for the entirety of their stay. The guest stayed under a third party reservation which does not approve refunds. Refunds on that end are communicated

  to the third party as they have paid us for it. There are no surpise fee's at the hotel, all the third parties, expeida, booking.com. and priceline all feauture sections where they explain

  that the property has a refundable deposit fee and does charge for parking and ammenities. This property has not advertised free breakfast since august of 2023. The pool is in good condition,

  there were several storms that took place during the month and the pool was cleaned and inspected promptly. The deposits are released on midnight of the day that the guest leaves but we are always

  careful to let the guest know that depending on the banking insitution it takes about 3-5 business days for it show up on the guests account. From our end we can see that the hold is released. The guest  is free

  to contact the property if they still do not see the refund of the deposit reflected back in their account and we can send over proof that we released it.
  
  yours in hospitality,

   

  Tresor ******* 

  Customer Answer

  Date: 01/11/2024

  Subject: Re: Discrepancies in Our ****************************************** you for the response. I appreciate your efforts to address the concerns raised during our recent stay. However, I would like to provide some clarification and additional information.
  
  While I understand that storms occurred before our stay, it is essential to note that the pool was non-functional throughout our entire visit. The photos appear to have been taken at another time, before our visit and do not accurately represent the pool's state during our visit. Besides, your photos show no guests in or around the pool. I have witnesses, locals from ***************, who can attest to the unavailability of the pool for all 11 days of our stay.
  
  Furthermore, I reported the issues with the pool, lack of daily housekeeping, and the non-functional pool and restaurant to the hotel via email the day after our arrival (Jan 19, 2:46 am), a copy of which is attached. Unfortunately, I did not receive any response from the hotel then.
  
  Concerning the refundable deposit, I understand the standard procedure, but as of Jan 11, I am still waiting to see the deposit reflected in my account. Your assurance that it was released is noted, and I will check with my bank accordingly.
  
  As for the amenities fees of $18 per day, considering the inconveniences we experienced, including bed bugs in our initial room (113) and the subsequent move to room 226, I believe it is fair to request a refund of these fees amounting to USD 198. The lack of a bed bug investigation report further complicates matters, and I urge the hotel to address this issue promptly.
  
  Lastly, I appreciate your explanation regarding third-party reservations, but Priceline has conveyed their inability to process any refund without the hotel's approval. Manager ****, as mentioned, has declined such requests despite *********'s attempts to contact the hotel multiple times. See the copy of the Priceline email attached here.
  
  I request a thorough review of these concerns and a fair resolution. Your attention to these matters is highly appreciated.
  
  Thank you.
  
  Sincerely,
  
  Tushar

  Customer Answer

  Date: 01/11/2024

  Subject: Re: Discrepancies in Our ****************************************** you for the response. I appreciate your efforts to address the concerns raised during our recent stay. However, I would like to provide some clarification and additional information.
  
  While I understand that storms occurred before our stay, it is essential to note that the pool was non-functional throughout our entire visit. The photos appear to have been taken at another time, before our visit and do not accurately represent the pool's state during our visit. Besides, your photos show no guests in or around the pool. I have witnesses, locals from ***************, who can attest to the unavailability of the pool for all 11 days of our stay.
  
  Furthermore, I reported the issues with the pool, lack of daily housekeeping, and the non-functional pool and restaurant to the hotel via email the day after our arrival (Jan 19, 2:46 am), a copy of which is attached. Unfortunately, I did not receive any response from the hotel then.
  
  Concerning the refundable deposit, I understand the standard procedure, but as of Jan 11, I am still waiting to see the deposit reflected in my account. Your assurance that it was released is noted, and I will check with my bank accordingly.
  
  As for the amenities fees of $18 per day, considering the inconveniences we experienced, including bed bugs in our initial room (113) and the subsequent move to room 226, I believe it is fair to request a refund of these fees amounting to USD 198. The lack of a bed bug investigation report further complicates matters, and I urge the hotel to address this issue promptly.
  
  Lastly, I appreciate your explanation regarding third-party reservations, but Priceline has conveyed their inability to process any refund without the hotel's approval. Manager ****, as mentioned, has declined such requests despite *********'s attempts to contact the hotel multiple times. See the copy of the Priceline email attached here.
  
  I request a thorough review of these concerns and a fair resolution. Your attention to these matters is highly appreciated.
  
  Thank you.
  
  Sincerely,
  
  Tushar

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21109213
  
  I am rejecting this response because of Discrepancies in Our ****************************************** you for the response. I appreciate your efforts to address the concerns raised during our recent stay. However, I would like to provide some clarification and additional information.
  
  While I understand that storms occurred before our stay, it is essential to note that the pool was non-functional throughout our entire visit. The photos appear to have been taken at another time, before our visit and do not accurately represent the pool's state during our visit. Besides, your photos show no guests in or around the pool. I have witnesses, locals from ***************, who can attest to the unavailability of the pool for all 11 days of our stay.
  
  Furthermore, I reported the issues with the pool, lack of daily housekeeping, and the non-functional pool and restaurant to the hotel via email the day after our arrival (Jan 19, 2:46 am), a copy of which is attached. Unfortunately, I did not receive any response from the hotel then.
  
  Concerning the refundable deposit, I understand the standard procedure, but as of Jan 11, I am still waiting to see the deposit reflected in my account. Your assurance that it was released is noted, and I will check with my bank accordingly.
  
  As for the amenities fees of $18 per day, considering the inconveniences we experienced, including bed bugs in our initial room (113) and the subsequent move to room 226, I believe it is fair to request a refund of these fees amounting to USD 198. The lack of a bed bug investigation report further complicates matters, and I urge the hotel to address this issue promptly.
  
  Lastly, I appreciate your explanation regarding third-party reservations, but Priceline has conveyed their inability to process any refund without the hotel's approval. Manager ****, as mentioned, has declined such requests despite *********'s attempts to contact the hotel multiple times. See the copy of the Priceline email attached here.
  
  I request a thorough review of these concerns and a fair resolution. Your attention to these matters is highly appreciated.
  
  Thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/17/2024

  
  The guest has stated that the pictures that we took were at a time before the stay of the guest. We took the pictures on the day of the request.
  Our property does not charge ***** a day for the pool but instead charges these amenities for linens, soaps and other items that are placed in the room
  and the overall operation of the property. The guest stayed several days at the property. We are prepared to offer the guest a 25% discount on their *********** at our hotel.
  The guests initial complaint was that they did not receive their deposit back and we confirmed that this was completely. At this time we believe that we have done our part.
  We are prepared to extend a discount on a future for the guest within twelve months of their check out.
  
  yours in hospitality,

   

  Tresor ******* 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21109213
  
  I am rejecting this response because Mr. *******, is trying to confuse the matter.

  Mr. *******,

  I hope this message reaches you under better circumstances. I am expressing my extreme dissatisfaction with the numerous issues I have encountered during my recent stay at your establishment.
  
  Despite reporting several missing amenities, including the absence of breakfast, the unavailability of a swimming pool, and the lack of daily housekeeping, there has yet to be any discernible improvement in the overall service. The state of the furniture and fixtures in my room is unacceptable, and the persistence of bed bugs has added to my discomfort.
  Furthermore, as requested in my previous communications, I am still waiting to receive the *** 120 deposit, a bed bug inspection report, and a refund of the amenities charges amounting to *** 198. These matters require immediate attention and resolution.
  
  Please prioritize rectifying these issues and promptly provide the necessary documentation and refunds. The prolonged delay in addressing my concerns is both frustrating and unacceptable. I expect a timely response and actions taken to remedy the situation.
  
  You will treat this matter with the urgency and seriousness it deserves. Your prompt attention to these issues is crucial in determining my continued patronage and your establishment's reputation.
  
  Sincerely,
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/27/2024

  How is this complaint closed when I have responded in time and that the hotel has not refunded my deposit yet?

  Kindly help me understand it and thank you.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked the room on the ************************************************************************** my room it was mold and mildew and the ceiling in the bathroom was molded room smell so bad me and my fianc got asthma we had to leave . They said my deposit will be on my card I checked out the same day the customer services at the front desk was rude !!! And I want my money bk now!!!

  Business Response

  Date: 11/02/2023

  Good Morning,

  After looking at mr ****** reservation at the hotel. It was booked underneath a third party non refundable reservation.
  The reservation was cancelled at the request of the guest and no payment was taken. If the guest would like to contact the hotel

  we can definitely send them over a copy of the invoice from the hotel showing the cancellation and that the money from the deposit

  was returned. Please contact us and let me know if you need any supporting information.
  
  yours in hospitality,

   

  Tresor *******
  General Manager 
  *********************************************

• Initial Complaint

  Date:10/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  10/28/2024 We are writing to inform you of this awful experience we had at your hotel. We would like to know who the owner/property manager who pays the bills around here, we need their name. No towels ***** on bathroom *********** smelled like mold and mildew Paint peeling in tub, bathroom, dirty blankets. Smelled of mold.. No locks so unsafe doors. Rickety bed that was horrendous to sit on. No breakfast, WiFi sucked.. wouldn't set foot in the pool.It was horrible. They asked for $150/night when it's advertising at $85. Then has the nerve to put a $120 hold for a security deposit when we HEARD EMPLOYEES CHATTING ABOUT HOW OWNER LIKES TO KEEP DEPOSITS!!! I cannot afford them to keep $120 for nothing. We have 3 towels for 3 people. 1 wash, I bath, and 1 body. Smelled dirty. ****** sheets.Call me if you have any questions or concerns. AS SOON AS POSSIBLE.

  Business Response

  Date: 11/29/2023

  
  Good Afternoon,
  
  We have carefully reviewed complaint made by ****************. We take all guest issues seriously 
  and try our best tor resolve it for all of our guests. In looking into our reservations system. No one with the name

  ***************************** was registered at the hotel in the month of october. We have looked up the reservation under her name and have not

  found anything. A phone call was made to **************** so that she had the opportunity to provide us with more details about her reservation in order

  to look it up, read any notes that *** have been left for any desk agents so that We can move forward to rectify the experience for her.
  If *************** can provide us with the reservation details we can work to create a reasonable solution for them,. If you have any further questions

  please feel free to email me back.
  
  yours in hospitality,

   

  Tresor *******
  email :*********************************************
  

  Customer Answer

  Date: 11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This place is ridiculous. It's the same last name! I have pictures of the reservation and spoke with Tresor last night... He promised a refund and we have yet to receive it via Priceline like he told me.

  The reservation was under my sister ************************* 666039158. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Dear Better Business Bureau,I am writing to file a complaint against The Link Hotel on Sunrise regarding my stay on December 20th, 2022. During my stay, I experienced multiple issues that have left me feeling dissatisfied and disappointed with the hotel's services.The most concerning issue was that my hotel room door did not lock properly, which left me feeling unsafe and vulnerable. Despite notifying the front desk staff of the issue, they were unable to resolve it and promised to provide me with alternative accommodation, which never happened.In addition to this, I found the hotel to be of poor quality overall. The cleanliness of the room was not up to standard, and the amenities provided were outdated and inadequate. The staff were unprofessional and unresponsive to my concerns.Overall, I would not recommend The Link Hotel on Sunrise to anyone due to the unacceptable quality of the hotel's services. I would appreciate if the Better Business Bureau could investigate this matter and take appropriate action to ensure that no other guests have to experience the same issues that I did.Thank you for your attention to this matter.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This hotel advertises rooms but prevents negative feedback from showing. On 12/22/22 I stayed there one night, booking ************. They are thieves, deceivers, mean, dirty, abusive charges they tell you about extra charges when you are actually there. Extremely rude employees, housekeeping staff is a sort of LA gang, very bad people that don't want you to enjoy your stay, both housekeeping and guests were making loud noises at 7 am in front of my door. I asked for 2 towels, they slamed door on me, fraud breakfast. Book a room here and you will get a curse for the rest of your life. I asked for a refund they declined. I checked in the evening, they put a hold of $120 in my credit card, charged a resort fee. Very Dirty room, a very dirty bathroom. No towels, I slept there in a 75 degrees environment, the ** does not work (see pics). Housekeeping was next door, refused to provide towels. Wifi stops at midnight. They have to issue a refund, the can't steal my money.