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:12/09/2024

  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.

  Dried Blood and Dried Yellow Substance in Kid's Bed On 11-29-2024, while on business in ********, *******, my family and I selected the Quality Inn & Suites (FLC43) 6819 US ********************************* for an overnight stay. We were assigned room 204. At first glance, it was observed that room was dated and there were damages to the door frame and locking mechanism. We retreated to the room late during the evening and turned into bed. Our twelve-year-old daughter and nine-year-old son shared a bed, while my husband and I shared the other. We were awakened, at approximately 8:30am by someone aggressively yelling in the hallway, "What are you gonna do? Then come and do it!". When my kids pushed the covers back, we discovered a significant amount of dried blood and a yellow stain, on the top left area of the duvet (or bed cover), which covered our daughter's head and upper torso area. The front desk clerk was notified and presented with a video as evidence. She issued an adjustment to the bill, then informed us that we would receive a call from the Manager on Monday. She indicated that the Manager would issue a full refund. To date, the Manager has failed to telephone us. When calling the hotel to speak with the manager, we were informed that the manager was aware of the incident, yet had no intentions to telephone us.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 stayed at the hotel and they authorized $100 form my bank account and refused to give me my deposit back. Manager is horrible and treat everyone bad. He used the fact that one of the little wash towels was stains with make up!!! And gave me a celeiro to take me $50 and promised a $59 refund. I've never got a refund and I got a charge of $102 on my bank . He denies to give me a receipt and I never got even the $59 refund. This is robbery and it cannot be right. I have the receipt showing everything. Something lawful needs to be addressed because there are many similar and equal complaints about the same thing with this hotel

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/04) */ To whom it may concern: Upon checking in at our hotel, all guests are required to pay a $100-$250 deposit for incidentals. After this guest vacated the room, we checked for damage. Trash was found all over the room and there were heavy stains on the bathroom linen (2 towels, 2 washcloths, and a bathmat). The guest was informed that $50 of her $100 deposit would be retained to replace the damaged linen. She began cursing, screaming, and was yelling obscenities at the front desk staff. Due to her behavior, she was asked to leave the property. The $50 was refunded to the credit card she used on the same day she checked out (7/10/202). Banks typically take 5-7 business days to process the refund on the customer's end. The guest stated that she was disputing the $100 deposit charge and that after 3 weeks, she still had not received the $50 refund. It was explained to her that because she is disputing the entire $100 charge through her bank, the $50 refund will not clear. She continues to make calls to the hotel, screaming and threatening legal action. She has 2 options at this point, both of which were described in detail to her already. 1) Cancel the $100 chargeback that she initiated so that the $50 refund can be cleared by her bank 2) Continue to dispute the $100 charge, which prevents the $50 refund from processing. We strive to accommodate all of our guests but there is no way for us to resolve this matter. The guests needs to speak with her bank as this issue is now out of our control. Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information is completely innacurate from the Hotel. A refund was never made and that is the reason why I filled a claim with my bank. The hotel refused and keeps refusing to give me the refund receipt, and also, I have proof that the only claim the Hotel had not to release the $100 was for "make up stained wash clothes". All the other claims are false or without proof about stains on lines, etc. here was no cursing on my side or screaming and those are serious accusations. The hotel has many complaints on reviews etc from anyone to see, regarding the same issue of giving back the deposit. I called the hotel and i would even settle to have only $50 back, but the information that the refund was made on July 10th is incorrect. A refund was never tried, and if i was I want proof so I can show my bank. There is no refund to be cleared from the bank because a refund was not made. If it was It is my right to have the proof. Business Response /* (4000, 9, 2022/08/12) */ As we have already mentioned, the $50 refund can be processed by your bank once the chargeback dispute is settled. You can not dispute the $100 deposit and expect $50 to be returned in addition to the $100. Explain to your bank that you want to cancel the $100 dispute and the $50 refund (that we already initiated will be processed). Thank you. Consumer Response /* (4200, 12, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a refund even $50 prior to my claim with the bank. If the hotel shows me prof of the refund I'll proceed to do whatever is right. But the refund has never been done and the hotel denied to show me proof of the refund tentative. As I mentioned before there are many cases with similar claims against the same hotel. ***** *******

• Initial Complaint

  Date:04/23/2022

  Type:Sales and Advertising 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.

  this hotel authorizes a $250 "deposit" which holds the cash amount in "pending transactions" unavailable to spend or access for 14 days past the time the customer checks out of the hotel. I paid for the non-refundable hotel room online and there was no warning of the deposit. when i arrived at the hotel to check in, they demanded a card so that they could charge the deposit amount. if i would have refused, i would have lost the entire amount that i paid for my stay. I managed to talk the clerk down to $100 because it was all i had. this is extortion. but here is the kicker: they dont even keep any of the extorted money - they just keep it "pending" on the customer's account, unavailable to the customer for a period of 14 days! ostensibly, it is for damages that might have been done to the room by the customer, but it never took any hotel 14 days to assess if damage was done to a room. i know this type of thing is somewhat common, but a.) ive never even heard of it to this extent, and b.) this malicious and dishonest practice should not be tolerated by our society. it silly, they dont even use or take the money, they just hold it away from the person who earned and needs it for no reason. anyone who does stuff like that needs publicly blasted until their behavior is more ethical. WARNING: THIS HOTEL WILL PUNISH YOU FOR BEING A GOOD CUSTOMER!!!

  Business Response

  Date: 05/20/2022

  Business Response /* (1000, 5, 2022/04/25) */ Dear Valued Customer, When booking a 3rd party reservation, every website will state that the hotel has authority to charge a security deposit for the stay upon check-in. Unfortunately our credit card processing system does not allow us to place a "hold" on any transaction amount. All fees must be charged and then refunded. On the day of check-out we refund the deposit at approximately 1pm, however your bank may take 5-7 business days to fully process and reflect the refund in your account. Best Regards, Quality Inn Team Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been 14 days and the $100 security deposit is still pending, and unavailable, in my account. The fact that this business refuses to admit this fact while claiming that they never hold a deposit past 1:00 pm on the day of checkout is proof of their guilt and lack of responsibility in policy making and implementation. Give my money back or face me in court with your weak excuses.