ComplaintsforNorwood Inn & Suites

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I checked into hotel to find that the bedsheets in my room have stains and food crumbs, there's black mold in the toilet bowl. Staff will not change my bed sheets because housekeeping is not present and they do not know how to change a bed sheet.I started itching as soon as I laid on the bed making me sleep uneasy at the thought of possible bed bugs.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked this hotel through ******. Paid about $320. When we got to the hotel they charged us for the stay when we only approved the $100 security deposit. Not only did they charge us for the stay when we got there, but they triple charged us AGAIN. They refunded the triple charge, but we are still waiting to get refunded the security deposit (which they said theyve sent) this was from a stay in March. We call them almost every other **** ****** keep saying theyve sent to refund, & the security deposit or they say to call back for q manager. They are not sending any proof of ********** ******** has been in contact with them as well. They tell ****** a manager will reach out but no one has reached out. They owe us almost $400 with no sign of them even trying to help. We called today he told us to call in 10 min because hes busy. Then we called back took our info & said call back I have to run to the bathroom. Like what is this foolery. I dont know what to do. DO NOT STAY HERE

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was to stay at this hotel on November 13th, 2022. Upon check in, I noticed that the parking lot was full of broken down cars, garbage, and had poor lighting. I went into the hotel and the man working the front desk gave me the card to check in. Upon walking into the room, I had no phone to phone the front desk, no towels or pillows, the carpet had stains and was very dirty. I went down stairs immediately and told the man at the front desk I was not staying there, where he assured me I would receive a FULL refund. The hotel is now saying I did not cancel my reservation. I did not stay there at all and was in the hotel for a total of 10 minutes before I noticed how unsafe and dirty it was.

  Business response

  12/05/2022

  Hi!

   

  According to our record, guest has stayed here for total of 5 nights. The guest is claiming the hotel was full of broken car, and the lights were poor. But, infect the hotel is so slow that we hardly has 50 percent of occupancy,  the parking lot has proper lighting as it has been checked everyday. And we also have received the charge back from the guest's bank already. He called his bank and did charge back the same day he checked out. It sounds like the guest is actually trying to get money from his bank as well as from the *********.

  This is not a genuine complaint. The guest already did charge back and received money for sure from the bank. We are submitting all the proofs to the bank to prove his stay.

  Let me know if you have any more questions.

  Thank you,

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

  General Manager.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This hotel property is falsely advertised on hotels.com, not at all as it portrayed... We booked through hotels.com and once we arrived at the property we were shocked at the run down hotel we found. After waiting at the **** for *********************** sight, we left and go a different room at another property. We saw trash in the halfway, unsupervised children, smelled a strong odor of Marijuana, absolutely not a place our family would feel safe staying. We have been in contact with hotels.com for 3 weeks now trying to get refunded, as our booking was for Saturday September 3rd. Hotels.com has only been able to get the property to answer their phone 2 times, and both times were directed to call back and speak to management. Managment however is unreachable, does not call back, does not amswer. All we are asking for is our $254.66 to be refunded. I have never in my life witnessed such unprofessional buisness practices.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I reserved 3 rooms on hotels.com one for myself one for my sister one for a friend. I selected pay at hotel as we are all responsible for our own payments for the rooms. When I arrived to check in our friend was there all ready checked in Paid with her debit card my sister and I arrived together both paid with our separate cards for our rooms . I checked my bank account later in the evening before going to bed and I had been charged $89.16 a total of 4 times. When I asked about it I was told I was crazy by staff. I spoke to a lady in the morning who assured me I would be refunded and the manager would be calling me that same morning. I went down after returning to the hotel to see if it had been figured out as I had not heard anything only to be told again I was crazy. It has been over a week now I still have not been refunded and I have not heard from management. Contacted hotels.com they told me it's the hotels responsibly it refund me. Please help me at this point I am now almost ****** in the negative with my bank because they over charged me and I had checks bounce!

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Luxury Room, 1 King **** ****Smoking [ Arrival: 2022-08-12, Departure: 2022-08-14. I booked the room through *************. We checked in and the room was dirty and not fit to stay in. We went to the front desk and we were told they could not give us a refund because how we booked the room. We did not stay at the hotel and we went to a new hotel. We were told later by ************* "we attempted multiple times to obtain the penalty waiver for the itinerary ************* as a courtesy to the Norwood Inn & Suites *****. Despite our best efforts, we have been unable to secure a refund for this booking. For this reason, we are regretfully unable to provide a refund as requested." We did not stay and Nordwood needs to provide us with a refund since they would not provide the needed information to ************* to provide a refund. I find it unacceptable they could not provide a clean appropriate room/facility but they also cannot provide a refund. I have complained directly with the hotel on the website and no response. I feel they stole my money.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Aug. 22nd thru Aug.25th, 2022 Cost $225.99 Hotel had no water, no smoke alarm, no breakfast, faulty electrical in the room. Light fixture falling apart.No coffee cups and no remote as promised for the room.Front desk could not help resolve refunds and manager refuses to call after three days of trying to resolve the problem.Hotel has charged my credit card and will not refund the money as of this time.I have called the hotel at a dozen times over the three days and left four messages including in person messages with the front desk to return my calls.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This occurred on April 23rd 2022. I checked out of the hotel on the April 23rd 2022. I talked to the front desk clerk at 11:15am and let her know I had a family emergency and I needed to check out. She advised me she would refund the deposit and the one night I did not stay there. I got the deposit back but I have not received the refund for the one night. I have been trying to get ahold of the manager at the hotel to talk about this since April 25th and still can not get to talk to her. They always tell me she will be in and when I call the time she is supposed to be there they say she left or has not shown up yet. When I checked out the front desk clerk did not give me a receipt. The hotel room was under *********************** but I am the one who paid for the room.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We were supose to stay the night at this hotel on 4/15/22 we got checked in the a/c in the stairway was completely dirty clearly hasent been cleaned in many months. The vent in the room was broken and wide open for a small kid to crawl the. The wallpaper was taped in many places of the hotel. The worst part was black mold on the ceiling in the pool area. We along with about 5 or 6 other families reported this to the hotel staff and they acted as of it was no big deal and refused to give us a refund on our room. This is a major health issue that needs to be resolved before someone gets really sick.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  While front desk staff were friendly, this place is filthy. The first two we didnt have any heat. There were no towels, no shower curtain, what looked like ***** matter smeared on lampshades, blood on the pillow cases, the hallway reeked of marijuana, and the gentleman in the next room over showed us the roaches in his bathroom. Behind the curtains on the window ledge, there were used Kleenex. The side doors to the building dont even lock, and its a shady place to be honest. As I was in the lobby, a woman with a gun was threatening to shoot up the place for not receiving a discount for her heat not working as well, and they let her continue her stay there. They have zero regard for cleanliness or safety. Spoke to staff regarding a partial refund at least (considering they didnt bother to move us to a room with heat the first two days) to no avail. They kept saying they had text, called, and left notes for the manager. Every day Ive called since I get, she isnt here today, but will be in tomorrow. Funny enough, I saw her there on the day of our last stay, and she still did nothing to rectify the situation. Our three days beginning Dec 15, 2021 cost approximately $183.

  Business response

  01/07/2022

  Hi!

   

  We really apologize for your stay with our hotel . Upon checking we were unable to locate the reservation. Do you have any different name on your reservation. Kindly let us know and I will be able to help you out.

   

  Thank you,

   

  Management

   

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