ComplaintsforIntown Suites Hotel (all locations)

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I made a reservation with IN TOWN SUITES, located at ******************************************************, to begin on December 15, 2021. I arrived on the check-in date, December 15, 2021, and was given a room for $357.I discovered almost immediately the door to the room did not close all the way from the INSIDE OF THE ROOM, nor did it LOCK FROM THE OUTSIDE. In other words, I was given a room where the DOOR LOCK WAS BROKEN. Upon complaining to the 'manager', he insisted that the lock did indeed work and refused to either give me another room or have someone immediately come and fix the lock.I remained in the room for a few nights, barricading the door as best I could, and taking my valuables with me on the few occasions when I left the room. (This was to prevent theft since the door DID NOT LOCK FROM THE OUTSIDE). I called the 'manager' at least twice, to no avail, and my sister also called (since she was paying for the reservation) and the manager also insisted to her that the door did work and that there would be no relocating or maintenance on the door and there would be no refund. I attempted to contact the corporate office via email but THEIR EMAIL SYSTEM DID NOT WORK. After a few nights, the ***** weather became cold and I was forced to leave the room but I left some possessions since my check-out date was Wed., 12-22-21, so I left my CAR AT THE HOTEL RIGHT IN FRONT OF THE OFFICE. On Tuesday, 12-21-22, the maid apparently came in to clean the room and removed my belongings. When I came back on Wednesday, 12-22-21 to check out, I was told by a very young ********American woman that the maid had advised her that the door indeed DID NOT WORK. I presume they assumed I had left for this reason and removed my belongings. During the check-out, the employee said the charge for the room would be ZEROED OUT, i.e., NO CHARGE. They also searched and brought me a bag with half the belongings I left there. Subsequently, I found they DID CHARGE ME WITH A $50 CREDIT.

  Customer response

  01/20/2022

  I received a $50 CREDIT after being assured the whole thing would be "ZEROED OUT".

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We drove from **** to go to a funeral. We made a week long reservation online at the ********** ********** location for a suite for 4 people but when we got there they had no room available for us. We were put in a filthy 2 person room. In that room were dirty bras and underwear. We could not get help since they had no staff the rest of the weekend. We had no towels, our room keys didn't work. Finally emergency staff gave us new room cards and ther stopped working again. They then said maybe it was the battery in the door lock but that couldn't be fixed until Monday. Sick in a room for 2 days when we should have been with family. Monday when they "opened" back up we were moved to the room we originally booked. It too was filthy. We bought cleaning supplies to try to make the best of it.This room had dirty rags in it. Was not clean. No k**** on the furnace-air. COCKROACHES.My husband, adult children, and year old granddaughter did not need subjected to this. On top of all this the police was there every day at least once. There are drugs and prostitutes, they actually solicited my son.This was the final straw and we left early. We talked to the manager, ******* and she called her general manager who agreed we needed a refund; however, she said her system didn't allow it.When I called the phone number they listed for corporate I was told I had to file a complaint online and I would be contacted within 72 hours, 72 hours later still no contact. I am requesting a full refund of $452.22. Our Client ID is ***** and our first room was 342 and then we were moved to 240.

  Business response

  01/18/2022

  Thank you for giving us the opportunity to respond to this guest's concern. Thank you for choosing InTown Suites. We sincerely apologize that you did not have a pleasant experience. We have processed a refund, and we hope to earn your business at another location in the near future. 

  Customer response

  01/19/2022

   
  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

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  been staying here for since 2018, room hasn't been taken care of properly 80 percent of the time the water is off all day without notice, keep raising the rent for a room that hasn't been remodeled , raising rent without notice, come home from work to find out rent has been raised,mold inside windows , nasty beds and they were informed of it two many times and still nothing has been done , they try to get you to move to a newly rennovated room to get you to pay more.

  Business response

  01/10/2022

  Thank you for choosing InTown Suites, we appreciate you giving us the opportunity to respond to this guest's concerns.The concerns that you are experiencing are out of our control. Once the governing agency for that specific utility provides full working services, we will be notified. We apologize for the inconvenience that everyone is experiencing. Additionally, Rate increases have several varying factors,it is always for the whole property not specific guest and notice is given prior to the increase

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at Intown Suites in *****************, ******** from 12/24/21 to 12/31. During my stay in the hotel I came to find that my room was very unsanitary. There were roaches in the room and the furniture was very rickety. Upon my second night staying in the hotel, I encountered bed bugs in the room. After complaining to maintenance, I went to the property manager to get a refund and she would not comply. I had pictures and videos of whelps on my body from the bed bug bites. It presented a health concern to me but I had to stay in the room. Upon further stay, I found more bed bugs and even brought some to her in a bottle, but she still refused to do anything. The property managers name is ****. Her, the maintenance man, and head cleaning lady know that this property is infested and they refuse to do anything about it.

  Business response

  01/10/2022

  Thank you for choosing InTown Suites. Per further communication with management, manger on site checked the room thoroughly when it was brought to  attention, and could find no evidence of Bed Bugs.  The *** and I checked it several times.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay at location for 84 days then they made me move rooms as of their new policy the room they moved me 2 has fleas in it tha office didnt move me rooms but had me stay in that room for four days til orkin came when orkin came he said hed have ta come back in a week ta do a deep cleanin of tha room I went ta the office and told them I wasnt gonna wait another week and requested a new room they told me to come back tha next day I came tha next day tha lady in the office said she would have ta get ahold of the guy from yesterday n would call my room when I could come get the info for my new room they never called and I had ta go back ta tha office to find out I still have to stay in a flea infested hotel room

  Business response

  01/13/2022

  Thank you for giving us the opportunity to respond to this guests concern. The guest has not made any pest complaints to management's knowledge. Guest moved from CHN where this complaint originated from according to  GSR. Our properties share a GSR who stated they had orkin check the room at CHN and found no issues there. 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stay at *****************************************************************************************. I have been on the Folio since 5-11-20.My phone number is 770.885.0404.8:21 PM on 12-4-21. I called the emergency maintenance number at ************** The told me that they were on the way to my room.Around 8:25 pm an black man with dreadlocks wearing an orange shirt shows up to my room (I see him in the office behind the desk). He is not the main maintenance. I show him the cloudy water in the kitchen, sink, the cloudy water in the bathroom sink, and the cloudy water in the shower. The hotel employee stated that he handles minor maintenance issues. The contaminated water and pipes are handled by ******. He said that he would contact ******. To see if can come out to handle it. 8:28 PM The dreadlock employee calls back, and tells me that ****** refuses to come out and handle the contaminated water tonight. ****** will not handle the contaminated water, because he is done for the night. He stated that he will try to stopping by on Sunday, 12-5-21. If he doesn't stop by on Sunday then he will be back on Monday 12-6-21 first thing in the morning. I told the employee that unacceptable, and I just renewed for another week a few hours earlier. Part of the conditions of them rent the room out is to have clean drinkable water. I stated that if ****** is not here on Sunday then I have to contact the Health Department.Having contaminated water to ****, wash hands, and bath with is unacceptable living conditions. I did not receive apologies for my situation. I did not receive offers to have access to clean water via another room on the property. There was no offers to have management contacted about the matter.To force some to deal contaminated water is inhumane.According to the dreadlock employee, on Monday 12-6-21, ****** had stated that he would be in too check the contaminated water during the morning. I waited all morning and nobody showed up. Around 1:20 pm I called the ***********************-Fle

  Business response

  12/15/2021

  Thank you for giving us the opportunity to respond to this guest concern. The guest water was checked and was found to be clear not cloudy in the bathroom. The kitchen water was cloudy due to a break in the water line on *************. We had the guest run the water until it was clear and replaced the kitchen faucet as well as the shower head in the bathroom. The health department found our water to be safe when they came out so no further action was needed.

  Customer response

  12/15/2021

   
  Complaint: 16350814
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  The kitchen faucet was never replaced, while I was in the room.

  Their customer service department failed to respond to any inquiries on there website. I have evidence of the cloudy water in bathroom and shower. No scientific samples were taken from my room. The water was found to be of no use on Sat. I used the same room key for exit and entry until approximately 10:00 am. While in the middle of moving my items, my room key deactivated. In front of the downstairs office, ************************************ gave me another room key. 

   

  I was without drinkable water for a week. And also had to the hospital due an infection in my leg cause by there shower.

  I should have been transferred to another room immediately. 

  Please keep in mind this is Hotel not a house or apartment. I quick room change should have been an issue.

  As a result of the investigator examining the water. The  same  Wednesday, I was given a notice of non-renewal from ************************************. Her motivations we're clearly of retaliation.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Checked in on 11-18-21 paid for a week stay kicked out 4 days early due to smoking accusations CC charged an additional $250

  Business response

  12/07/2021

  Thank you for giving us the opportunity to respond to this guest's concern. Per further communication with management, ************************* checked her son into the hotel as he did not have an id on him.  At check-in, Management did tell her she would be the primary on the account. . She said that was ok, that her son wouldn't do anything wrong.  Three or four days after he checked in, management smelled smoke in the hallway smelled smoke in the hallway, management followed the smell to the room .  Management knocked on the door and there was no answer and knocked again with no answer.  Management opened the door and the French lock was on.  The guest said I'm in the bathroom, you could see the room was hazy and smelled strongly of smoke.  Management then asked the guest to come to the office asap.  He came to the office and the manager told him he was smoking in one of our newly renovated rooms and that he needed to leave. He was also informed of a ****** smoking fee and there would be no refund per the signed rental agreement.  He left the office and left the hotel within 30 minutes.  He left two burn marks on the bathroom sink.

  Customer response

  12/10/2021

   
  Complaint: 16326074
  
  I am rejecting this response because:

  this is completely false information and again the manager racially profiled my son from the point of check in and she continued to treat him as if he was a second class citizen. I would like to understand how many rooms she checked for the smoke smell was it just his because she profiled him from the beginning. The conversation she said she had with me did not occur she was rude and disrespectful from the onset to me and my son and accused him of potentially stealing and doing drugs etc before he even checked in she told me directly if I didnt like it I could cancel my reservation she also stated that only 45 rooms were occupied because she is so tough again before we checked in. I also called back and asked why there was not a chair in the room as promised she said the rooms to small read the disclosures on the website even though I paid for a premium room. The newly remodeled room as they say had blood in the shower and this was never addressed so I would like proof again that other than his skin color my son caused any damage. 
  
  Sincerely,
  
  *************************

  Business response

  12/14/2021

  Thank you for giving us the opportunity to respond to this guest's concern. Per stated in our earlier response, management did smell smoke in the hallway and tracked that smell to the room .  The room was hazy and smelled strongly of smoke.  Management then asked the guest to come to the office.  He came to the office and the manager told him he was smoking in one of our newly renovated rooms and that he needed to leave. He was also informed of a ****** smoking fee and there would be no refund per the signed rental agreement. He left two burn marks on the bathroom sink.

  Customer response

  12/16/2021

   
  Complaint: 16326074
  
  I am rejecting this response because as stated the burn marks were there which he reported so he would not be blamed as well as blood on the walls. If they can provide pictures before and after I would like to see them. As I stated this was completely racially driven.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to call InTown Suites, Arco Lane on Friday 11/12/21 to explain an ongoing issue. I had tried to work with the front desk and the contractor they had outsourced their maintenance issue to. After over 6 weeks of the issue not being resolved, I gave up and tried to go up the ladder. They would not take my call and told me I had to send an email and wait 3 days for a response. I waited. The response I received said they could not help. I am paying for a room that is supposed to have working utilities and I am paying an additional fee for wifi. The water and wifi do not work. All I want is to be reimbursed for what I did not get and have the services fixed so I can pay for and get them in the future!And to top that, yesterday, the water that had only been cold water (never hot water) stopped all together. No water!Please help me talk to someone and get this issue resolved.

  Business response

  11/17/2021

  Thank you for choosing InTown Suites and allowing us the opportunity to answer this guest concern. The concerns that you are experiencing are out of our control. Once the governing agency for that specific utility provides full working services, we will be notified. We apologize for the inconvenience that everyone is experiencing.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mail keeps getting sent back.My check was supposed to come Friday the 12th still hasn't came.Someone has come into my room on two occasions when I wasn't home ,that I know of and the office is only open 2 to 3 hours a day ,to get in you have to call the after hours number.

  Business response

  11/16/2021

  Thank you for choosing Intown Suites. We sincerely apologize for any inconveniences you've experienced throughout the duration of your stay. Please contact the front desk for further assistance regarding that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/06/2021. I was sitting in my car in the parking lot talking on my cell phone. I'm not sure what this man affiliation was to the company, but he knocked on my window and I drove away. As I parked to get out, a man said I was close to his car and could barely get in his car, so I backed up to park the right way. The man who had walked up to my car before parking, hit my car with his hand and announced himself as the security guard, and asked did I live on the property. I replied that I'm just sitting in my car on the phone and that I did live on the property. He then threatens me and says that I was not going to live there any longer. I was clearly on the phone and I stay on the property. A another guy walks up with a paper in his hand and said that I can't sit in the car, on the property. I told him "I did not know that and that's all the other guy had to say, but I will leave". On 11/07/2021 someone in the office said they were not going to let us stay the week after, this week was over. Total overkill and unprofessional to say the least.

  Business response

  11/16/2021

  Thank you for giving us the opportunity to respond to this guest's concern. We sincerely apologize that you did not have a pleasant experience. We aim to find a resolution accordingly. Please respond with the registered guest name on the folio account. We are unable to locate the guest at one of our properties with the information provided.

  Customer response

  11/17/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The registered guest was my husband, *******************************.

  Business response

  11/17/2021

  Thank you for giving us the opportunity to respond to this guests concern. Per further investigation and correspondence with management... On several occasion we have approached the guest in regards to policies that where not being followed. Each time we referenced a policy the guest got irate and even slammed the room door in our face. We have given the guest several opportunities to correct any issues and she did not. A few of the issues that caused the guest to be non-renewed are listed below.
  
  
  
  Disturbing conduct by guest toward other guest or employees
  
  Leaving a minor child unattended
  
  Leaving trash or other debris in common area
  
  Loitering by guest
  
  Consuming alcoholic beverages outside room
  
  Disturbing other guest
  
  Causing conditions or situations that adversely affect potential guests' impression of Intown Suites

  Customer response

  11/17/2021

  Most of these complaints were never discussed with me, ever. Management was unprofessional, they complained about my children, numerous of timesand that's discrimination of people with kids. They never tried to resolve the situation and we were on the third floor. I'm planning on taking this further, total discrimination, I want you to prove everything that was listed, that was never discussed with me.

*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. ↩