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:08/02/2024

  Type:Facilities 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.

  ****** Review: This is the worst hotels I’ve ever stayed in. When my family and I arrived at the hotel to check in the person behind the counter was unfriendly and barely even looked up from their phone. When we took the one working elevator that creeped and jumped so much I was actually concerned if it might fail. We got to our floor and the smell of stale smoke permeated everything even coming complete with the tinge of yellow only seen in flashbacks of the 1970s. The room although was non-smoking smelled like smoke. The microwave didn’t work. The TV barely functioned. The beds looked and felt like used mattresses from a flea market, but at least I got a lovely view of the train tracks (which were so loud). The room was in a horrendous state. My family stayed only long enough to find a new hotel. After getting everything back downstairs the unfriendly chap originally was gone and a woman with a demeanor of an executioner stared at me like I was inconveniencing her since she had to pause her tv show. I explained the state of the room and told them we would be checking out. She took the key and told me that she could not process a checkout at the time but we would be checked out in the morning by the manager and the rest of our stay would not be charged. The next morning I called and called and called the hotel never reaching anyone. Once the phone was answered and immediately hung back up. I called the company we booked through and they explained that they would contact the hotel and ensure we had been checked out. After waiting almost two weeks to hear something back we were informed that the hotel deemed us a no call no show and would not refund the stay. I called the hotel multiple times and the only time I was able to speak to someone they shouted and talked over me like I was the problem. Then they told me to call the manager back the next day to get a refund. Well surprise surprise they won’t answer any of my calls

  Business Response

  Date: 08/05/2024

  I believe the guest may have accidently reviewed the wrong hotel.  Our hotel does not have 2 elevators nor are we beside railroad tracks (they are 10 miles away).  Our entire hotel had brand new mattresses replaced in Nov ’23.  The only hotel in the area that meets those requirements is Ramada Inn Cumberland MD.  I believe the guest may have stayed there as well during her trip to Cumberland.  I have emailed the guest about this mistake as well.