ComplaintsforIntown Suites Hotel (all locations)

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 3rd 2021 my boyfriend and I checked into room 235 at the InTown Suites in ****************** **. Upon entering I was disappointed as it didn't reflect the site at all but that in itself does not warrant a refund as I paid for the room after viewing it. The following day we saw a few cockroaches and heard a fight. On Friday we witnessed a drug deal and prostitution. On Saturday we saw all the previous stated, plus a dead body and a woman screaming through the hall for help. We left that night. I'm seeking a partial refund for the 3 remaining days we did not stay. I paid $334 for the week.

  Business response

  11/19/2021

  Thank you for giving us an opportunity to respond to this concern. We sincerely apologize that you did not have a pleasant experience and we aim to further investigate your concerns. We are unable to locate you in our system. Please respond with the registered guest name on the folio account so that we may accurately locate and address your concerns.

  Customer response

  11/19/2021

  Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below:
  He deemed the reasons given were not grounds for ANY refund.

  Customer response

  11/20/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We stayed at the one st.*******

  Business response

  11/22/2021

  Thank you for giving us the opportunity to further investigate and respond to your concerns. The couple fighting was removed from the property. Additionally no mention or concern of prostitution was brought to the attention of management. For further on-site need, please contact the office during operating hours. Please note, per the signed guest agreement, InTown Suites has a no-refund policy.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Wednesday November 3rd my girlfriend *************************** and I booked room 235 at the Intown Suites in ****************** **. We were supposed to pay $325 for the week. I didn't realize until after we left that we actually paid $401. Unfortunately we were forced to leave yesterday (November 6th). It was the worst hotel I have ever been to. Within 30 minutes of the stay we heard loud arguing. The 2 days following that were very....interesting to say the least. We witnessed prostitution, drug deals, dirty needles laying near the bushes, cockroaches in the room (they also invaded my vehicle, I killed about 10 today and they weren't there before), a female running out of her room screaming for help with a male coming after her yelling g*d d@mmit and finally witnessing a team of paramedics along with a police officer ***** a dead body past us while we were waiting for the elevator. I would really like to get my money refunded even if only refunded for the 4 days we had remaining but didn't stay as well as the overcharge previously mentioned.

  Business response

  11/09/2021

  Thank you for giving us the opportunity to respond to this guest concern. We have removed the couple whom were having a domestic dispute.
  
  
  Per further correspondence with upper management, there was no mention from them of any concerns of seeing any prostitution or drugs or any issues with any insects.
  
  
  The incident that is discussed in the guest concern has been appropriately handled by upper management. We apologize that you did not have a pleasant experience and aim to serve you in the near future at another property.
  
  

  Customer response

  11/10/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They refuse to pick up the phone

  Business response

  11/19/2021

  Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday through Saturday. https://www.intownsuites.com/faq/

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $412.15 dollars paid for a week stay I have had no water for over 24 hrs no hot water the whole time been here three days management is the rudest ever

  Business response

  11/09/2021

  We appreciate you giving us the opportunity to respond to this concern. Thank you for choosing InTown Suites. 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

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed there for a week. My reservation said the room was one price and they said another. Okay so I paid and gave them a security deposit. They won't give me my deposit back for trash being in the room? I didn't leave any but what was in the bathroom garbage can. Then they said I left a pot there with the stove on??? I never turned the stove on. I even went back because I forgot something in the room. No smell of burning nothing was on!? I think they are scamming people.

  Business response

  11/11/2021

  Thank you for giving our company an opportunity to reply to this guests concern. Deposits are held due to excessive trash, debris, or damages that are left to/in the room after a guest's departure.

  Customer response

  11/11/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I left trash in the wastebasket provided by you guys in the bathroom. One pot and I did not have any lights on or anything when I left. I know that the stove was not on at all because I went back in there to grab something I forgot. I didn't turn anything on when I went back in. If the stove was on I would have seen and smelled it. I want my money back please, this was all I had left to make it to work and now I have no job all over a lie that I know isn't true. I am a grown person I know I am not stupid enough to leave a stove on.

  Business response

  11/22/2021

  Thank you for giving our company an opportunity to reply to this guests concern. For further assistance, clarification or need please contact the front desk office during open operating hours. Deposits are held due to excessive trash, debris, or damages that are left to/in the room after a guest's departure.

  Customer response

  11/22/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already talked to the front desk they weren't helpful. They don't care. They scammed me out of money and made up outright lies. I just want my money back.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a room online and was charged a $50 deposit. I checked in on Sept. 24-Oct. 22. I left my room in good clean condition, better then I came into. There was roaches coming out of every corner even the a/c, the a/c leaked water onto the small carpet which created mold on the wall/under carpet. I was also charged a $30 late fee for no reason. They would not service my room like stated in policy, so my room was never serviced the whole month I stayed there. ****************** is refusing to release my $50 deposit stating the room was fithy when I left which is false as I had my own cleaning supplies to clean the room. He also states he sprayed my room 2 weeks in a row but leaving me and my small kids out of the place for 7 hours both times. He never once tried to take care of my concerns like the leaky a/c or the mold.

  Business response

  11/11/2021

  Thank you for giving our company the opportunity to reply to this guest's concern. All guest are informed of renewals and deposits at the time of check-in. This guest was in a premium room which does require a deposit. This guest made a payment at 1:26PM, after the 1pm deadline, therefore they were charged a late fee. Additionally, if the rooms are considerably dirty, the deposits are withheld if the room requires additional cleaning. No roaches were found in the room during inspection, the room was cleaned by housekeeping, and treated for routine pest control. No mold has been found in the room.

  Customer response

  11/11/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They never once cleaned the room nor sprayed for bugs. There was mold on the wall and under the a/c rug. I was in the room for one month and had to clean it myself. I had small children with me, the room wasn't clean when I checked in. My concerns were never taken serious or put in the systems because the manager doesn't want to deal with it. I had call all appropriate people to examine the motel from the bugs and mold. I just want my $50 deposit back because the room was not dirty when I left, besides some dirt along the shower that was already there upon check in. I even took out all the trash. I wouldn't leave a room a mess as I'm staying in motels and may have needed to stay again. Never had a problem with all the other motels I've stayed at in the area.

  Business response

  11/22/2021

  Thank you for choosing InTown Suites. There was no mold found in the room after inspection by management. Per the signed guest agreement, the room deposit will not be returned due to trash and food debris that was found in the room.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Many many issues and unacceptable livonf conditions as well as I've had to come our of picket hundreds of dollars of my own money to handle things I'm not responsibke for at all. I've had had move to three different rooms due to infestations of roaches and other bugs. The second room we were in was for the majority of our stay currently.... we were in the room for a month and were never ever Able to use anything in the kitchen. Every time we opened the microwave roaches were there. The fridge had roaches evrrywhrre. Snd the stove top had them very badly. Inhad tk pay to order food in most nights which cost hundreds of dollars over the month. And And the called maintenance repeatedly about the problem begging for the spray and he never would bring it the manager of the prioery is never here. I've seen her maybe 6dsys out if a month. Also our fridge went bad and ruined $250 in food and I have no more money to get us more. I'm a single single of two girls and have a horrible back disease. The manager screamed abd yelled at me making me feel terrible and embarrassed bc I'm barely able to love much less move to a third room fast snd when the maintenance guy offered to help she laughed and said nope. So she has caused intense pain and health issues. I asked her her see about getting my ***** back for sll the food that was ruined st no fault of my own snd she completely looked away and ran off never even answering me. I need need be sent a check for the money I paid and comped the next month with a second amount t of money for slk the food you need to replace. we were scared out of our mind to even use the toilet or tub. But im stuck here without a car right now and from the manager causing my intensified back pain there's no way I could move us again. Lastly the office here is rarely ever opened and is supposed to be openings through Saturday 11am-7pm. Out of a full time work week the office is probably open a total of 15 to 20 hours in 6 days seriously.

  Customer response

  11/04/2021

  Consumer indicated they have not heard from the company

  Business response

  11/11/2021

  Thank you for choosing InTown Suites. Please respond with the address of the property, registered folio number, and registered guest name on the folio account so that we may appropriately handle your concerns. We sincerely apologize that you did not have a pleasant experience and look forward to further investigating this concern.

*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. ↩