ComplaintsforIntown Suites Hotel (all locations)

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a reservation at this property and the weekly special on the website stated that the rate was good until 09/30 but when It came time to renew my stay the following week I was no longer getting the $50 off special. This is false advertising. My folio number is *****.

  Business response

  08/06/2024

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

  Customer response

  08/06/2024

   
  Complaint: 22093556
  
  I am rejecting this response because: doesn't address concern of false advertising.
  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight concern. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was denied stay after reservations was previously for 2 adults. Refuse my stay because of a 6 month old baby said it was to many people gone be in the room ******** Location. *************** was not polite at all ??. Made reservations at the ************ location. Arrive about 4:15 no one never came to the office nor answered the phone. While still waiting because i needed somewhere to lay my head finally called the after hour number she answered stating her system had been down all day and shell return by 6:30. With a nasty attitude as well saying go to the Rigeway location i dont have no room available. Due to the fact i was denied a place to stay at both locations. I was still charged for a nights stay at 7:00 time of the office closing. Who do i contact for a refund. Because how do i get charged when reservation had to be canceled 48 hours before? And didnt stay at neither property?

  Business response

  08/06/2024

  Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I checked in yesterday and discovered this facility has roaches. I called the receptionist and they let me see another room but it was worse. They offered a refund but it would take 7 days and I need my money back now. They woke me up at 7am this morning to spray and I asked if the spray would affect my asthma and they said no and it did. I have to be out in my car due to the smell or the spray.

  Customer response

  07/30/2024

  I have gotten my refund from them, will be moving this to a review to share my experience.

  Business response

  08/06/2024

   

  The guest was refunded the entire amount that he had paid in cash that day.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in conjunction to my previous complaint with the Inn Town Suites - **************** . I contacted corporate per their instructions on the website via email , was told that I would get a response within 72 hours . It has been a week and havent received any response to the incidents that occurred . As a hotel guest I can only conclude that these business practices are reflective of the company as a whole and that they condone such behavior and discrimination .

  Business response

  08/07/2024

  Thank you for choosing InTown Suites. Please provide further insight so that we may better address your concerns.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living a nightmare since moving back into this h*** - intown suites on capital in ******* nc - first was in ***** infested disgusting room - then moved to room where toilet is broke and cant be used - no one cares to fix it - the on property employees play on the phone when you call them for help - DO NOT STAY AT INTOWN SUITES EVER. will be moving soon as possible. The health department needs to close the place down! Reporting all to nchhs - this week with video - they are paying for homeless families to stay here and the public needs to see what these families are being put in. SHAMEFUL

  Business response

  08/06/2024

  Thank you for choosing Intown Suites. Please provide further correspondence and photos of your concerns so that we may better assist you.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This property is ***** infested, instead of extermination they flush them with chemicals at random causing a tsunami of ***** activity, extremely deplorable conditions, unauthorized entry at anytime even at midnight.Extortion, embezzlement and fraud, charging guest based on attitude of employees. Retaliatory actions for complaints and concerns, including damages to personal vehicles and non renewal of extended stay, ejecting guest at will to gain control of belongings.This place should to condemned and shut down it is not fit for public use. Children should NOT stay in the property. Posted Business hours are 11am-7 pm but office personnel are only available to collect payments 11am-1pm. No one is available after 1pm! They have employees that intimidated and monopolize the guest by not being available and then charging $30-50-60 in late fees depending on the current desk clerk. There are no other options for recourse or guide to follow for resolution! Find somewhere else to go, is what the desk clerk says is their way of handling discrepancies! Its unbelievable!

  Business response

  08/07/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have been staying here since Wednesday July 17th 2024 when I first arrived *** checked me in first he said the system shouldn't of allowed me to even book the room because it wasn't clean and ready to go it was 630 at night I accepted the room once he said he would have maintenance come on Thursday the 18th to fix the problems such as shampoo the carpet because that hadn't been done yet so anyways I accept the room *** again gets told maintenance would come by the next morning. The next morning comes maintenance doesnt come until approximately 3:44pm ( I had a Webcam on my monitor set up at the time ) maintenance does enter my room 333 *** maintenance goes through my personal items and plugs in the hotel phone that's all maintenance does maintenance doesn't fix the broken stove maintenance doesn't shampoo the carpet maintenance doesn't put a screen in my window. Ok fast forward maintenance doesn't do anything so I spend my own money on an electric skillet so I can cook as the stove doesn't work . The bed has literal sunken spots in the bed like it's been used that much I pay $400+ a week a decent bed to lay on isn't that hard a screen for my window on the 3rd floor in the middle of summer isn't a hard ask. The ac looks like it's never been dusted and all I asked for was a screen. These other things I was willing to look past but the fact I asked for a screen for my window and my request was denied when there's literal fire violations all throughout this building is wild . No I didn't pay for "premium room' just a standard room but the fact that the beds reeks of pee and has sunken dents in it is not acceptable and I can't get a screen for my window is wild. I hope this business gets looked into I'm pretty sure I'm not the only one laying on a mattress that should of been thrown away years ago. I am willing to do whatever it takes so that another single mom don't get puts in a busted room because someone thinks she's an easy lick ??

  Business response

  08/05/2024

  Please provide the registered guest folio # and name of the manager so that we may better assist you. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arrival: 07/03/2024 Departure: 07/10/2024 According to in town suites contract verbatumly, a damage deposit of $50 may be charged at check in for cash paying guests. Guests paying via credit card will NOT be charged a cash deposit but will be required to place a credit card on file to cover the costs of any damages found in the room after vacating. With that being said, I was immediately charged a $50 deposit upon checking in even thought I paid with a credit card in my name. I was told that upon checking out I would be reimbursed the $50 after 10 business days and it has been far over 10 business days and still no refund of the deposit that I wasnt supposed to be charged for in the first place according to our signed contract. I paid for a 7 day stay, but ended up leave two days early because of Hurricane ***** causing seepage, flooding, mold and damage to my family items during our stay. The condition of the room was unlivable due to no electricity, flooding and bugs. According to the contract, guests should receive housekeeping once every 7 days. I never once received house keeping. Not even when the room flooded completely with water. When I went to the front desk to receive assistance from maintenance , I was given four towels to dry up a very flooded room filled with debris and bugs and no lights!!! I Never was offered a mop, a broom, or anything that would be helpful to maintain the condition of the room. Why should I be expected to clean and repair a poorly maintenance when it wasnt my fault it flooded to begin with? These people pry on saying no refunds, knowing they neglect us and do not provide livable conditions or reasonable accommodations for customers, . According to the contract, I should have never been charged a $50 dollar deposit prior to checking out of the room. I have video evidence of the condition of the room before checking out and will use it take further action if I am not refunded. This is ************** of contract.

  Business response

  07/25/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for further insight regarding your deposit. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged more than they told me and refused to return the money back Check in June 8, 2024 Check out in July 6, 2024 I have taken 2 rooms 208 & 333, each for 4 weeks (total 8 weeks) and paid them in full on June 8, 2024 plus 50$ insurance money to be refunded to credit card after checking out.-Firstly, During the online reservation (reservation was done on March 18 on the reception office by the reception manager - I think his name is ****** but not sure) the reception manager told me that Id get extra discount for booking 2 rooms , each for 4 weeks and the discount would be applied during check in but it didnt happen.-Secondly, from the first week, room 208 had a bad odor and I asked them several times to fix it but they didnt take any action so that I asked them to check out earlier than July 6, 2024 but they refused to refund the money for the remaining weeks so that I checked out on July 6, 2024.Thirdly, water was disconnected for 4 hours every couple of days.-Fourthly, the hotel hasnt returned the 50$ insurance money yet and when I talked to the receptionist, I was answered that there were some trash on the floor but Im sure that there wasnt and even if, thats the housekeeper role to clean after each guest not the guest especially that there was no damage from the guest.-Finally, *** tried to call several times and tried to escalate to the hotel higher management level with no answer and I opened a claim through their website twice and every time I asked them to call me and gave them my number but no body feedback yet neither by phone call nor by email.-All evidences are available upon request

  Business response

  07/24/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

  Customer response

  07/24/2024

   
  Complaint: 22033152
  
  I am rejecting this response because:

  The reception man told me that 50$ would be refunded back after checking out 
  they were taken as a kind of insurance 

  
  Sincerely,
  
  ***********************

  Business response

  07/24/2024

  Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight inquiry. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

  Customer response

  07/24/2024

   
  Complaint: 22033152
  
  I am rejecting this response because:

  the front desk tells he wouldnt refund the 50$ because there was a trash in the floor furthermore he doesnt speak in a good manner 
  

  Im sure there wasnt trash in the floor furthermore, even if there was trash, the housekeeper is responsible to take care of it not the guest 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was only refunded $50 after my terrible experience at this motel I paid almost $500 And they have the nerve to refund me only $50 clearly, Intown suites does not care because I have not gotten a response or heard from anyone regarding my experience I had If I have to file a lawsuit to get my money back, especially for the days, I did not stay because I checked out early because of my experience I will if I have to contact the news

  Business response

  07/09/2024

  Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

*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. ↩