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:11/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Rodeway Inn in Boston on 11/9/24. I called for a shuttle from the airport (they advertised this service.) I was waited over an hour and had to get an ***** The room itself was disgusting. I contacted the manager who said she would refund my card for $150. Instead of refunding my card, she charged my card two times for the amount of $150. I am now out $450 total. I have tried to contact them. They insisted that they fixed the issue. They in fact did not, and it has been over two days. They said that they would deposit the money, but now I cannot get them to answer.

  Customer Answer

  Date: 11/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/07/2024

  Type:Product 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.

  I purchased from parksleepfly a reservation with Rodeway INN Logan. It was for a sleep on May 6th, park through May 17th, ultimately sleeping there again on May 16th. Reservation number: 3367847.When we arrived on May 16th to sleep, the hotel did not have any rooms and said "there was nothing they could do for us." This was after I had called them from the ***** airport at 730 pm confirming our reservation. We then had to find another room after a 45 minute drive after midnight. Ultimately, we stayed at the Best Western Braintree for ****** dollars.I have emailed *********************** the Operations manager of Rodeway Inn Revere MA four times and he has not responded to me. I have spoken to ************* the parent company and they said I must go through ***** to resolve this issue(case number:********).I have called ***** as well and left a message with my phone number for him to call me back. I have spoken to staff directly and they said they would give me the message.I am seeking this: a refund for one nights stay(May 16th) that Rodeway Inn did not honor and I am seeking reimbursement for our stay at the Best Western because Rodeway did not honor their contract and agreement with us.I provided *********************** with all of the reservation numbers, case numbers etc. He knows what I am seeking. In my last email I said that I was going to contact the Better Business Bureau if he did not respond. That was over I week ago.I am seeking a minimum of ones night stay refund and reimbursement for the other hotel. I am thinking a minimum of 500 dollars.Thanks for your time and consideration. ******************* ************

  Customer Answer

  Date: 06/18/2024

  I have not heard from the business in response to my complaint. I am not sure what my next step should be. Thanks for your help in this matter.

   

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

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

• Initial Complaint

  Date:10/13/2023

  Type:Product 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.

  Stayed at hotel as part of park and fly package on September 22, 2023. Had 3 people and given one bed. Was told this is what I had requested. Since I could not prove what I booked online I accepted this but asked that I be given 2 beds on return stay on October 7. I was assured that this was ok. When we arrived at Logan Airport on October 7, I called the hotel for a shuttle. I called many times over a 20-minutes but there was no answer. I also called numbers on a business card for the shuttle over a 20-minute period with no answer, and voice mailbox was full. After full day of flying and not knowing if I would reach anyone, we took a $30 to the hotel. Upon arrival I told ***** the desk clerk about the shuttle. He admitted that he was out moving cars so he didn't answer the phone but said that it was a courtesy shuttle and so they were not obligated to provide service. He expressed no sympathy for our situation. I then asked to check in and asked him to make sure that we received two beds as requested. He told me that they only had rooms with one bed available. I told him that I was assured to get 2 beds, so he asked me who I spoke to. I told him that I did not remember. Again, he didn't express any concern or offer any sympathy. I was aggravated and asked if there was anything he could do. He then claimed that I insulted him and refused to let us stay the night. I was frustrated but did not insult him. I then asked for the car keys so I could drive the 6.5 hours home to northern *****. Because of the parking situation at the hotel, it took 90 minutes to receive our car. The whole time I had to sit outside the hotel because he would not allow me to wait inside, otherwise he would call the police. When leaving he told my wife that he spoke to the hotel owner, and we would not get a refund because we canceled with less than 24 hours' notice. I did not cancel; I was denied service. I want to receive a refund for the 10/7..

  Business Response

  Date: 10/20/2023

  *************** on the behalf of the hotel, more often than not the shuttle service is in demand given its an on demand service, also with that being said we are only able to answer one phone call at a time and able to receive numerous calls at a time for the shuttle and other hotel services  for in-house guests and for customers who are in need of the directions to either the hotel or where to wait for the shuttle buses and in addition we hand out more than one phone number for the shuttle bus but previously stated by ***************************** We only gave him one phone number for the shuttle . The shuttle is a free complimentary service and after front desk informed the guest  seemed to be upset because he was pursuing a refund and while the escalating guest's tone and furthering of aggression the front desk agent asked numerous times to reduce the volume and aggression or the front desk would not have a choice to ask the party of 3 to leave. They had reserved the wrong room type and the front desk called the operational manager and asked permission to give them 2 rooms that had single beds in them since we was already nearing the end of the check-in time with no more reservations besides theirs for the night but had people returning to pick up the vehicles  and so they wouldn't have to relocate based off a common mistake but unfortunately, we weren't given the chance to offer assistance before we had to ask the guest to leave. front desk was prepared to give them an additional room, but they wouldn't hear anything because they were not eligible for a refund for the shuttle service due to the shuttle service being free, they continued to push for entire refund and for the shuttle service. in their initial review and complaint to the operational manager was on the front desk agents personal cell phone and that when the operational manager spoke with ********************* on the phone after hearing majority of ***************************** public outburst and I was informed that she was understanding of the circumstances and about the shuttle services bottom line is we was prepared to take care of the guest before we had to refuse service for the safety and experience rest of the guest in house. 

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received poor customer service at the hotel on October 7.  ***** did not have just cause to cancel my reservation - I simply voiced dissatisfaction with the customer service given.  I was not out of line and resent being labeled as such.  We did not stay the

  night so we shouldn't have been charged - end of story.  I will not be staying at their hotel in the future.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

• Initial Complaint

  Date:09/17/2023

  Type:Product 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.

  I purchased a hotel +parking package through ParkSleepFly Boston and spent last night The Rodeway Inn Logan Airport. My friend and I are traveling today and plan to stay at the same hotel at the end of our stay. The problem is that the night clerk has overcharged our credit cards and she refuses to discuss the mistake. I offered to show her my bank statement showing her the error. She insisted that she credited my card. But she didnt. She is INCREDIBLY RUDE and DISRESPECTFUL and there was no reason for it. She changed and credited mine and my friends cards a total of 9 times and , in the end, has overcharged us by $256

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair 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.

  On 6/21/23 I booked a room at Rodeway through Hotwire.com for $121.06. At 930pm on 6/21 we arrived at the hotel to check in. We were told our reservation had been canceled ** there were no rooms available. So we booked a other hotel. They never refunded our money, and when I spoke to the manager she said we were marked as a "no show" and therefore would receive no refund. This is a lie. If I could get the security footage I could prove we were refused service and then charged. This hotel continues to scam people. I want my money back or I will be taking legal action on principal.

  Business Response

  Date: 08/10/2023

  Hi *****,

  Thank you for reaching out to us, I apologize for any inconvenience you may encounter with us, I processed the full refund. Please allow 5-7 business days to see it on your bank statement. I'm also attaching the receipt.

   

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My family reserved a room for two nights at this inn (4/11/23 and 4/21/23), seeking a place to stay the night before departing on an international flight, one night upon our return, and a place to leave our car during our trip. Our reservation number was #*******. It was a disastrous experience, as evidenced by the following:1. When we arrived at the Rodeway Inn after our trip on 4/21/23, we were told by a desk attendant that the hotel had been "overbooked" by "20 rooms" and that they did not have a room for ** (though we had paid in advance to reserve a room).2. The desk attendant responded angrily and defensively when we requested a refund. She referred ** to an interim manager for resolution of our dispute.3. The desk attendant also responded angrily and defensively to our request that our car be retrieved. We were told that we would have to "take an Uber," at our own expense, to a parking lot off premises to get our car.4. Prior to our arrival in Boston, we had called the front desk several times in advance to make sure that our room and our car would be ready. The phone rang endlessly, with no answer and no voicemail.5. On 4/11/23, before our trip, we were also given a room with unlaundered sheets and a clogged bathroom sink. At our request we were placed in a different room, sleeping restlessly through the night due to the roaring of a remarkably loud air conditioning system.6. Since arriving home, we have called the hotel several times seeking refund and resolution. We have repeatedly been referred to the manager, who we have called, left message with, and emailed several times, with no response. This lack of response has continued over the course of more than a week.

  Business Response

  Date: 05/10/2023

  Good afternoon,

  How are you? I hope is everything okay. I would like to apologize for any inconveniences that you may have encountered I do hope we can make it right, the next time you're in town. If you can get in touch with the property to find a best option for refunds. 

  Best Regards,
  
  Rodeway INN Boston Logan Airport 

  Customer Answer

  Date: 05/10/2023

  BBB,

  The manager recently got in touch with my wife and refunded ** as requested. I am satisfied with the resolution at this time.

  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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.

  On April 22,2023, we drove our car to a large parking (no Rodeway Hotel in sight) lot specific on our app as Rodeway Inn and waited 45 minutes to get a ride to the airport, after we were told it would take 15 minutes for the van to take **. On our return from an international flight on 5/1/23, we called the shuttle at 2;10. From then until 4;40. We called 5 times and each time were told they would be here soon. One shuttle came by and when we hailed them down they said they were full. At 5;44, at the advice of a state policemen working outside the airport, we hailed a taxi to bring ** to our car.The shuttle never showed up. Not only did they not provide our service but were passive aggressive and absolutely no customer service whatsoever on each of the 5 phone calls. I explained to them that my husband is handicapped and as soon as we left the doors of the airport we had no access to a wheelchair. He stood with his cane for 2 1/2 hrs. This did not appear to faze the service people at all. Did not receive service requested and then had to wait for someone to retrieve our car and keys after my husband told them to have the car ready . Never again. I did make a dispute with my credit card co.Submit

  Business Response

  Date: 05/10/2023

  Good afternoon, *******,
  
  How are you? I hope is everything okay. I would like to apologize for any inconveniences that you may have encountered I do hope we can make it right, the next time you're in town. I already talked with the parking department, and they will be getting in touch with the website that you booked through and find good options to refund you. 

  
  Best Regards,
  
  Rodeway INN Boston Logan Airport 

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******