Hotels
Country Inn & SuitesThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Hotels.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This stay has been HELL! We checked in October 20th 2024 at the Country Inn & Suites by Radisson Ocala Southwest,through **** public assistance. My home got damaged due to the hurricane and I assumed the country and would be the best day for us temporarily until Im able to reside at my home. However, on DAY 1 we noticed there were bugs, biting us in my bed my sisters bed and on my sisters children! The toilet kept stopping and coming up from the room next-door to us. Ever since I told them I will be contacting corporate if they do something about this I have been received customer service for the rest of my stay. The general manager at the front Ive been leave his name was ****, gave me a random call last night saying there has been complaints of stomping coming from our room however, we were not even in our room, We were out running errands. Now I just received a call this morning saying our room is deemed unacceptable and we have until tomorrow to find another place to stay. However, I have a video here that the room is actually spotless to the best of our ability, EVEN WITH the Bug problem! MIND YOU the manager REFUSES to come look at the room that he claims is so unacceptable. We get up every morning and clean up a before we go to bed! and the Manager wont even tell me whats wrong with the room ?! He just keeps saying its not in good condition and its not up for debate. They had roaches when I walked in, bugs in the bed, we had to keep switching and everyday I go down there to get a different room theyve been saying we have to wait. This is very hard on us as the kids have just got signed up for school and the bus was coming outside of the hotel with our original home still not in a livable condition. I would not wish this heartache on anybody! They have 7 rooms closed right now !!! Because the whole soccer team team came in an got **** in there head alll the girls police were all downstairs ! If I could give zero stars, I would!Business response
12/12/2024
We appreciate the opportunity to respond to this complaint and clarify the events in question.
The guest checked in under the **** *** program and was informed at check-in of our policy requiring rooms to be serviced at least once every three days. This policy is in place to ensure proper upkeep of the rooms and facilitate same-day turnover upon guest departure.
During the guest's stay, it was discovered that the individual occupying the room was not the person approved under the **** voucher. Access to the room was granted after multiple attempts, at which point it was observed that the room had been rearranged, and our television was dismantled and replaced with another. These actions violated hotel policy, and due to the unacceptable upkeep of the room, we determined that we could no longer extend the reservation.
The guest was informed of our decision and requested to vacate the room. Upon further review, it was confirmed that the individual in the room did not match the ****-approved reservation holder, reinforcing our decision.
We understand this situation may have caused frustration; however, our policies are in place to maintain a safe and well-managed environment for all guests. We respectfully stand by our decision and have no further comments regarding this matter.
Sincerely,
**** *****
General Manager
Country Inn & Suites, Ocala, **Business response
12/16/2024
BusinessMost Recent MessageDate Sent: 12/12/2024 10:29:14 AMWe appreciate the opportunity to respond to this complaint and clarify the events in question.
The guest checked in under the **** *** program and was informed at check-in of our policy requiring rooms to be serviced at least once every three days. This policy is in place to ensure proper upkeep of the rooms and facilitate same-day turnover upon guest departure.
During the guest's stay, it was discovered that the individual occupying the room was not the person approved under the **** voucher. Access to the room was granted after multiple attempts, at which point it was observed that the room had been rearranged, and our television was dismantled and replaced with another. These actions violated hotel policy, and due to the unacceptable upkeep of the room, we determined that we could no longer extend the reservation.
The guest was informed of our decision and requested to vacate the room. Upon further review, it was confirmed that the individual in the room did not match the ****-approved reservation holder, reinforcing our decision.
We understand this situation may have caused frustration; however, our policies are in place to maintain a safe and well-managed environment for all guests. We respectfully stand by our decision and have no further comments regarding this matter.
Sincerely,
**** *****
General Manager
Country Inn & Suites, Ocala, **
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.