ComplaintsforInTown Suites

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Location: InTown Suites Extended Stay ************/***********. ***************************************************************************Stay: Friday August 25, 2023-Friday September 22, 2023 Total paid: $1525.44 I am writing to express my disappointment with the experience we had during a recent stay at the:Location: The InTown Suites Extended Stay located at ***********************************************************************************************************. As a paying customer, I expected to receive a certain level of service and unfortunately, my expectations were not met. I would like to bring to your attention the issues I faced during my stay at the hotel. The reservation dates: 08/25/23-09/22/23 I/Our family do not reside in ****************. We live in **********, **.My son who recently was medically discharged from the military due to a knee injury and we had to find a place for him to stay. Since we do live out of State, I had to rely on the internet to access Hotels in the area. That is why we are here today. I booked a 1 months long stay and do so regrettably. Below I have attached from the actual website pictures of what the rooms should look like. I also have added reviews from the website of how the rating is a 5/5.I know that those who rated this place highly were probably given a perk for the review because I strongly believe that no one in their right mind would rate this location as good. I have read the negative reviews online and I can tell you I am not ignorant. I get it every Hotel has a disgruntle guest and may post a review based out of emotions and not the actual services.I took the good and the bad from what the reviews from the website at that time offered and went with what I thought was the best location for our son.I was completely shocked on how the actual physical location and the website is completely opposite. It is horrifying and a hazard.I along with my husband and family visited my son this past weekend. Labor Day weekend 9/2/23-9/4/23 and that was of course the first time I/we laid eyes on the InTown Suites.I have stayed in many Hotels/Motels/Suites but, this is by far the worst one I have come across. I did call the actual InTown Suites this morning ************ and spoke with the front desk guy who refused to give me his name. I asked for a full refund and the front desk guy advised me that he could not do that. I tried to explain the living conditions and he refused to listen.I do not want to get the Attorney General, (OPHS) ****** of ****** Health and Safety, Marion ************************* State consumer protection office, the news outlets, police department, code enforcement and an attorney for false and fraudulent advertisements involved as well as leaving bad reviews on different traveling sites.I am now reaching out to you. ALL WE WANT IS A FULL REFUND IN THE AMOUNT OF: $1525.44 to be able to afford to move our son to a safer better kept location.The amount of $1525.44 to our family has caused a great financial burden in that we are a middle-class family who works hard, pays bills, and tries to do the right thing all the time.We are not seeking a greater dollar amount compensation; we just want what we believe is owed to us. I also attempted to contact Headquarters/Cooperate Location based out of *******, ** @ ************ and was unsuccessful in speaking/leaving a message to address my concerns. I am hoping to send an email to the Regional Manager or Senior Executive as well.I will also be reaching out to **************** if the issue is not resolved in a timely manner. I will be submitting a form online for the customer support team for ********************** in hopes this issue can be easily resolved with a full refund. Pictures were taken and will also be attached to the end of my complaint. The pictures taken will show the value of the conditions of this Hotel.Below is a description of everything that is not acceptable.1) The carpet to the suite is filthy.2) The microwave quit working 2 days after arrival.3) The microwave has not been replaced.4) The refrigerator was/is dirty, filthy & rusted.5) The door, walls, base boards, ceiling, floor, AC unit, window, restroom, oven vent are all still filthy.6) The air vent to the stove is not working.7) The sink in the restroom is clogged.8) The k*** to the tub is broken.9) The **** to the tub is filthy and appears to be covered in mold.10) The headboard was filthy.11) The restroom doors frame was broken upon arrival.12) The cabinets are still filthy and full of crud.13) The elevator, hall, floors, exit doors are all filthy and disgusting.14) The foul smell throughout the halls is unbearable.15) The smell of marijuana emitting from the moment you walk in the front doors.16) The trash scattered throughout the property.17) People camping out in the parking lot under a shaded tree yelling and cursing.18) The signs that warn against smoking within 150 ft from the building which is not being adhered to.19) The run-down room.20) The Absent amenities.21) The health and safety of guest.22) The false reviews posted on the website which is deceiving.23) Main door left ajar.24) No Hot water since arrival date. If I could put the smell of this place in a picture I would but, I cant.I am trying to relay as much information as possible so those on the receiving end of this email can get the full effect of what a horrendous place this is!! I have also added below Our Promise from your website which reads. Our Promise At InTown Suites, we promise to provide unexpectedly warm and friendly service, and a great room at an incredible value.Non-Negotiables:At InTown Suites, we provide everything you need to be at home for a while. We will always deliver: A warm and friendly welcome A spotless and well-maintained room A quiet and safe environment The Frugal Wow Respectful and professional customer service. We make you feel good about paying less. I have yet to read/see anything that this Hotel stands by. Below are the actual pictures of the InTown Suites. The below pictures of the room are after our son cleaned the room. Even after cleaning the room. It is a disgusting site. These pictures below are what the website show. There is no comparison to the actual site itself.PREMIUM SUITES Premium suites are fully renovated and include upgraded bedding, storage bed frame, brand new kitchen, stylish new furniture, bathroom vanity with medicine cabinet, bathroom shelving and hooks, and even more storage options throughout your living space.*Deposit required at check-in.*Non-smoking suites UPGRADED SUITES Upgraded suites include fewer upgrades with new bedding, storage bed frame, built-in closets, medicine cabinet, and bathroom shelving and hooks.*Deposit required at check-in.*Non-smoking suites TRADITIONAL SUITES Traditional suites are the most affordable weekly or monthly option.*Non-smoking suites "I love this place and Im treated like family and the stay is like home.""Price was really good, was VERY clean, nice area and nice staff.""The room was run down and dirty, with stains on the table, shower, and toilet."Ayla Vincent2 months ago on ****** 5/5 I have stayed at multiple hotels growing up and I never had an experience this good like I did at this hotel the rooms were very clean the staff was amazing they treated me like I was family. The general *********************** was very professional & Read more Response from the owner2 months ago Dear ***********************,Thank you for your review. We are glad you enjoyed your stay and hope to welcome you back in the near future.Thank you,*************************** *********** week ago on ****** 3/5 Nobody seems to work the front after 7 so trying to call anyone and getting a answer after that is just luck, other than that nice clean rooms and decent price.Rooms4.0 Service3.0 Location4.0 ***** Yewande4 months ago on ****** 5/5 Business | Solo This is my best hotel stay ever. The manager ******** would go any length to give the best customer service satisfaction. And ****** , she gives quality staff job that is beyond experience ******.0 Service5.0 ***************** highlightsLuxury Great view Quiet Great value High-tech White Desert8 months ago on ****** 5/5 Vacation | Family I don't get how people would complain about this place. I've seen worse and honestly the place doesn't pick and choose the nasty people that come to places like this. As for this location, I've been staying for a couple weeks already and the staff is always nice and they keep building clean. I keep my space just as clean to help, as a whole. I enjoy the laundry room and location near by. We got pizza, Chinese, Chick-fil-A, and ******* all near by plus a super target down the road. I have no complaints. The ** here is always doing her best and I'm happy to live/stay here.******.0 Service5.0 ***************** highlightsQuiet Kid-friendly Great value Nearby activitiesLove all the different types of stores near by from lingerie store's to ******** super target, five guy's, great Chinese food, DO NOT TRY ***** IN THE **** here. It's none for and has given many people food poisoning. I do also enjoy that this location is near 465 just a great spot for getting to work. These are all false reviews as I have witnessed for myself the conditions of this Hotel. I am now in the process of re-locating my son as I am typing this complaint.

  Business response

  09/20/2023

  Thank you for choosing InTown Suites. This guest has been refunded. 

  Customer response

  09/20/2023

  Better Business Bureau:

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

  Regards,

  *************************

*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. ↩