ComplaintsforDrury Hotels Company, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was trying to book 1 hotel room for Aug 20, 2024-Aug 22,2024 and when I hit submit for the payment on advanced purchase, the website froze. Then about a minute later said confirmation. Went to check my email and see 2 confirmation emails. Went on to Drury's website and see 2 reservation for same room and dates. Called immediately and customer service said they can't refund 1 of the reservations and all we can do is submit a hardship. We submitted a hardship while on phone. **** said would take 5-7 business days and rare to get refund. I need my refund back for 1 of the reservations. This was a website glitch and not my fault. I do not have money to pay for 2 rooms. Only staying there to take daughter to college. I have used Drury in the past for family vacations and can't believe they don't have better customer service for issues like this. I see from complaints this same issue happens alot with their website. I just need my $165 back before we go to *****. Hope they can refund me this.

  

  Business response

  08/07/2024

  Good Morning ******************, 

  Thank you for reaching out.  I did see that there was a duplicate reservation.  I have also reached out to our data team and the hardship was approved. I have placed a refund in the amount of $165.00 back to your card and canceled the duplicate reservation.  You will see this on your account within 7-10 business days.  Hope you have a great stay!

  Amber St. *****

  Customer Service Manager

  ********************** LLC

  Customer response

  08/07/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We made reservations for Drury Inn in **************** for 7/24/24 to 7/26/24. We made the reservation online and had the confirmation number and amount we would owe in an email. When we got to the hotel, they first tried to make us pay more than was owed. I showed them the email and they finally changed it after talking to a manager. One night was paid with one credit card and the other night was paid with a different card. It came up to $******. One card was suppose to be charged $114.71 plus a $50 deposit which came to $164.71 and the other card was suppose to be charged $130.14. That night they had charged one care $164.71 two times and another charge of $80.10. We showed them and they couldn't figure out what the $80.10 was for. This pended on my account til 7/28/24 and fell off. This morning 7/29/24 I looked at my account and they charged my account $****** and then charged the other card $130.14. the balance for both nights was ******. the overcharged us by $114.71. I tried talking to the manager. She was rude and unhelpful. She didn't tell me if or when we were getting the money they owe us back. She admitted that the front desk people made the mistakes. I told her I wouldn't stay there again and she said she didn't care. I have also tried to get a hold of corporate and can't get a hold of anyone. The hotel wouldn't let me talk to or give me their district managers name or number. I am very upset. This has happened to me before with another Drury Inn

  

  Business response

  08/02/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint ********************************
  
  Dear Sir or Madam:
  
  My name is *********************, and I serve as Corporate Counsel for Drury Hotels Company, LLC (Drury). Drury manages the Drury *****************, ******** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that ******************************** is upset about her experience with the Hotel, but it appears that there was a clerical error at the front desk, which was quickly resolved.
  
  ******************* states in her complaint that she booked two nights at the Hotel, and that each night was to be charged to a different method of payment.  However, one night was charged to one method of payment and the other method of payment was charged for both nights.  As well, there was an additional, unexplainable pending charge.  ******************* further states that the manager of the Hotel was rude and uncooperative.
  
  ******************* is correct that there was some confusion surrounding which method of payment would receive which charges, and that one method of payment was inadvertently charged for both nights instead of just one night.  ****************** (********************* husband, who stayed at the Hotel with her) reached out to the Hotel with these concerns, along with the concern related to the unknown pending charge, and recently spoke with the Hotels General Manager, who was able to explain to him all the pending charges, and the refunds that would be anticipated.  The General Manager assured ****************** that the error was resolved and was happy to provide receipts demonstrating same that he could share with his bank to assist in expediting the removal of the pending charges.
  
  ******************* also spoke with Drurys **************** team and as a gesture of good faith, one nights stay was refunded.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for *******************. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  *********************
  Corporate Counsel

  Customer response

  08/04/2024

  Complaint: 22059417
  
  I have reviewed the business' response and am rejecting it because: we were told by *****, with Corporate that we would be refunded the night we paid for for our inconvenience. We have yet to receive the money back like she had said as a courtesy to us for having so many problems. She told me we would have the money in 2 days and we have yet to receive it. I spoke with ***** on July 31 at 10:23 central time. I had also talked to her about there hot tub not working right and that there was mold in it. I felt I was lied to
  
  
  
  Sincerely,
  
  ***************************

  Customer response

  08/04/2024

  This also wasn't taken care of in a timely manner. I had over $400 of charges pending on my account which could not use during my vacation because of their mistakes. It was only suppose to be $164 . That's was with the $50 deposit for coincidentals which would be refunded after the stay. I was treated horribly by the hotel manager. She told me she didn't care if we stayed at Drury Inn again or not. Poor customer service. My bank also looked at my account and is investigating them for fraud because of all the money that was being held in our account. Like I said, I was told by ***** on July 31 that one of our nights we stayed would be refunded for all our problems. The only thing that was refunded was for the $130 they overcharged us. They have yet to do what ***** said she would do. She lied to me because I have yet to see the refund. Thank you

  

  Business response

  08/05/2024

  *******************,

  Thank you for reaching back out.  Sorry you feel I lied to you as that was not the case, banking takes time.  We did talk on 7/31 and I processed a refund for the night back to your Master Card in the amount of $114.71.  This refund will take up to 7-10 business days just as the original refund that the hotel provided took a few days to be reflected back on your card.  ********* refund was processed on 7/26 and the one I processed was done on 7/31 so you should see the refund reflected 5 days or so after you saw the first refund. 

  Have a great week!

  Amber St. *****

  Customer Service Manager

  ********************** LLC

  Customer response

  08/06/2024

  They finally got everything taken care of. I will still no longer stay at any of their hotels anymore. Worst experience ever!

  Customer response

  08/08/2024

  Everything has been resolved. I sent a message a couple of days ago. Thank you

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a hotel room and was supposed to check out on Saturday July 20th at 11. We had ballgames on Friday and we were checking out on Saturday so we took out things and went ahead and put them in the car because we knew we would be out late and get back up early. We walked into hotel with our keys and walked into our room with our key and the room was occupied by someone else - when we went to front desk a very rude lady said they were sold Out and she would try to see what she could but she could not make any promises - she was rude and did not want to wait on us and solve the issue be issue it was time for her to get off and she said she hates dealing with ballgame people - thankfully no one was injured or shot when we went into room they had sold Out from under us - they then try to put us in a second room - when we get it here al furniture is on bed and all carpet is soaked and washcloth in floor and room smelled like Cleaning Mariettas - could not stay in there due to asthma - this should not happen - I am in the middle Of ******* with 2 kids without a room at midnight - this should never happen to anyone else - this is been so stressful and ***** was so rude and hurtful even put me die. For **** g o. ***** and white shirt and a ball cap

  

  Business response

  07/25/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************************************************** Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites **************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Ms. ***************************** is upset about her experience with the Hotel.
  
  **************** states in her complaint that the Hotel resold her room to another guest, which was brought to Ms. ******* attention when she attempted to enter her room and discovered it was occupied by another guest.**************** further states that she was frustrated when the Hotel offered a replacement room that was not ready for guest use.  
  
  **************** reserved a room at the Hotel, arriving July 16, 2024, and staying for four nights, set to check out the morning of Saturday,July 20 2024. On the morning of Friday, July 19, 2024, the housekeeper noticed that all of Ms. ******* belongings were removed from the room. It is not uncommon for hotel guests to depart early without notifying the Hotel. Because it appeared **************** departed the Hotel, her room was cleaned and placed back into the Hotels available room inventory.  Upon Ms. ******* return, the Hotel was made aware of their mistake and immediately took steps to resolve the situation. *********************** was sold out and Ms. ******* original room was no longer available.The Hotel first attempted to place **************** into a room that had recently undergone a carpet cleaning, however this room was not up to standards due to the carpet still being wet, and the Hotel quickly pivoted and was able to find an alternative room for **************** and her family. As a gesture of good faith,the Hotel provided this room free of charge. 
  
  Additionally, **************** states in her complaint that her original room key continued to work, resulting in her walking in on other Hotel guests. Such incidents are rare and do not meet Drurys standards of service.The security and privacy of our guests is of the utmost importance. We have opened an internal investigation to understand how this may have occurred and will review our key card management procedures to prevent such occurrences in the future.
  
  Immediately upon notification that **************** remained unsatisfied with her experience, the Hotel General Manager reached out to *************** via telephone to offer his sincere apologies. Further, as a gesture of good will, the Hotel has issued **************** a complimentary room night certificate for a future stay.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ****************. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

  Customer response

  07/25/2024

  Complaint: 22017493
  
  I am rejecting this response because:  I have not received credit for the nights stay and I have not received any such certificate.  
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to make a reservation at the Drury Inn on 5 July for 11 through 14 July. On the first attempt to make the reservation my credit card was declined due the location the hotel is located. I confirmed with the credit card that it was me making the reservation and was then told to go back in and make the reservation to which I did. I woke up on 6 July and checked my email and noticed there were two confirmation numbers for my hotel stay. I called the hotel to clarify why i had two confirmation numbers since i only made one reservation. I was informed to put in a hardship waiver to get my refund of the one room that was not supposed to be reserved. This morning 9 July (two days prior to my arrival) I woke up to an email stating:Thank you for submitting your request for your Advance Purchase reservation on (7/11/2024) at the (Drury ********************************). We are happy to assist you.We recognize difficulties can arise and we are happy to offer you these options:1. Change the date of your reservation (same number of nights or more)2. Gift the reservation Please note, selecting option 1 could result in a rate increase for your new dates which, if that were to occur, would be added to the credit card you originally provided.Option 2 requires providing us the name of the person who will be staying with us and completion of a credit card authorization form.Please reply at least 48 hours prior to your original arrival date. We will then adjust your reservation and send you a new confirmation.We know you will enjoy our many amenities like Free Hot Breakfast, Free Hot *********** Beverages in the evening and Free WI-FI throughout the hotel just to name a few. We wish you safe travels!***** Data Assistant Drury Hotels Company, LLC Those options will not work for me. This was not a I made a reservation and changed my mind. This was a computer glitch and I would like my money refunded back to me.

  

  Business response

  07/09/2024

  Dear ******************,

  Thank you for reaching out.  I have refunded and cancelled the duplicate booking.  I refunded $484.38 to your **** Card.  Please allow 7 - 10 business days for this amount to reflect on your statement.

  Sincerely,

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

   

   

  Customer response

  07/09/2024

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation for a stay on July 10, 2024 at Drury ************* I was intended to book the date of May 29, but was confused about the dates. When I arrived on 5/29, the hotel front desk said it's not a problem and they can cancel the prior reservation for free if I stay that night at the market rate. So we stayed in this hotel. However the next day after we left, I received an email saying that this cannot be cancelled for free. I felt like being manipulated by the staff. Otherwise I would have chosen another hotel that's more affordable.

  

  Business response

  06/14/2024

  Dear *********************,

  Thank you for reaching out.  I have cancelled your reservation for July 10th and issued a refund in the amount of $136.88 to your **** Card ending in 4038, Please allow 7 - 10 business days for this amount to reflect on your statement.

  Sincerely,

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

  Drury Hotels Company, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Drury Hotels concerning an issue I recently encountered with a reservation I made. Despite my best efforts to resolve this matter directly with the hotel, I have been unable to achieve a satisfactory resolution, and I now seek the assistance of the Better Business Bureau.On 4/25, I made a reservation at the Drury Hotel in *********** for a two-night stay on June 7, 2024 - June 9, 2024. Due to unforeseen circumstances, I needed to change my check-in from June 7 to June 8. I contacted the hotel directly on June 1, 2024 to request this change, but was informed that it was not possible. I find this policy both unreasonable and unacceptable, especially given that I made my request well in advance of my stay.The hotels refusal to accommodate my request has caused me significant inconvenience and stress. As a loyal customer who has chosen ********************** for its reputed customer service and flexibility, I am deeply disappointed by this experience. Moreover, I believe that as a paying customer, I should be entitled to modify my reservation, especially under reasonable circumstances and with sufficient notice.Given the circumstances, I am requesting the following resolutions:Reimbursement for the Inconvenience: I seek a reimbursement for the night I cannot stay Policy Review and Adjustment: I urge Drury Hotels to review and adjust their reservation modification policies to better accommodate customer needs and circumstances.

  

  Business response

  06/05/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint ******************************
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ******************************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that ******************************* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys Advanced Purchase policy.
  
  ******************** made non-refundable, advance purchase reservations through a third-party for two nights. After making his reservation, ******************** discovered he needed to cancel one of his reserved nights. ******************** contacted the Hotel directly to adjust the date of his reservation, at this time the Hotel directed ******************** to submit an Advanced Purchase Hardship Request through Drurys website.
  
  To receive a refund for a non-refundable, advanced purchase reservation, ******************** will need to submit an Advanced Purchase Hardship Request through Drurys website. Once a request has been submitted,Drurys Advanced Purchase Hardship team will review and follow up directly with ********************.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ********************. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

  Customer response

  06/06/2024

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Location: ************************************************************************ They overcharged me for one night I didn&#**;t stay. I have been having a lot of medical problems and have had to stay there. I had veins in my leg swell up and in my ankles and fluid has draining out of them. I had 10 surgeries since then. I have been staying there since this has happened to me. Last Sept., I was approved for a skin draft and nothing is draining out. I had to stay in a nursing home and wasn&#**;t sure when I was getting out and had to get doctor&#**;s appointments after this. I had to find a ride home. The hotel had always giving me accommodations. On Oct. 20, 2023, I got home and they charged me for the night of the Oct. 27, 2023. I told them the earliest I could be there at H313438333830**313238H was 5:30pm. Before they gave me 4 o&#**;clock check outs and gave me special accommodations. They charged me for that Friday night, Oct. 27, 2023. ********, the checkout person, was charging me more money for staying there than normal. I can&#**;t pay for a night I didn&#**;t stay there. I would like a refund of $108.00

  

  Business response

  05/10/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint *****************************
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites St. Louis Southwest (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that ***************************** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys Late Check-out policy.
  
  The Hotels check-out time is 11:00am. If a guest is unable to vacate their guestroom at this time, the Hotel may charge a late check-out fee equal to one nights stay plus applicable tax. The reasoning behind this charge is due to the Hotels potential inability to clean and sell this guestroom for the following night.
  
  During her stay, the Hotel offered ****************** a complimentary late check-out of 4:00pm. The Hotel informed ****************** that if she was unable to vacate her guest room by this 4:00pm check-out, she would be charged a late check-out fee. Unfortunately, ****************** was unable to vacate her room at the agreed upon late check-out time. As such, the Hotel charged ***************** a late check-out fee equal to one nights stay plus applicable tax.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ******************. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal
  
  

  Customer response

  05/16/2024

  This is not true. I did speak with ******** in Housekeeping and the front desk. They knew that I had been in a nursing home and had 2 major surgeries - 2 skin grafts and I was unable to drive home and did not bring my car because I had come from surgery at the hospital and then nursing home for 6 + weeks. Normally, I left by 4pm when I had my car after all the leaky vein surgeries previously. I had been a regular the past few years due to wounds on my ankle becoming infected by the leaky vein fluid coming out onto both ankles and seeing wound doctor and other doctors required. I was fortunate enough to be blessed with 2 major surgeries closing wounds with skin grafts. I am still going thru surgeries closing my leaky veins which I do not stay at Drury Southwest because how bad I was treated after being a great customer for all mine and **** surgeries over many years going back to my first for pleasure in 1978. Not all were at Drury Southwest. I've been at Drury St. PETERS, COLUMBIA, close to **************,  Fenton. The last about 4 years has been at ************* LOUIS. For many years it was pleasurable with ***** the previous manager. He really cared about his customers and over the years thru many surgeries I consider him a friend as I do with many of the employees I have met at ************* Louis. Until *************; came and I WAS NOT NOTIFIED IF THE CHARGE I WAS GIVEN ON MY CREDIT CARD FOR LATE DEPARTURE EVEN THOUGH I WAS TOLD EVERYTHING WAS OK TO LEAVE LATE WHEN MY RIDE WAS ABLE TO PICK ME UP AFTER WORK LIKE I HAD DONE ON 2 OTHER OCCASIONS LIKE IN April of 23 also. I had asked previously for Special Accomodations because of my disabilities  and I had been given special accommodations  until ******** took them away and then was hateful, wishy washy changing her mind about this overcharge. Claiming sometimes they allow other people to leave even at 6pm. She changed saying then ***** leaves after 11am without being charged a half day or a full day. She was so I consistent with her answers that made no sense. Ibwent on line and I also know from hearing g people at the front desk give people 3 and 330 check outs during this time frame.  ******** was pretty new at the time. I left many messages asking ***** to call me. He never did. He had ********************* once and say it was there policy to charge after 11am. ******** was one who always gave me a 4pm check out because if my disabilities. Sometimes I needed it and sometimes I didn't. My ankles were very very very painful and I suffered regularly while wounds were there with infection and having trouble walking with the wounds. It took all g time after my shower to wrap them my self and also with a broken wrist from a fall. I was required to take frequent rest and put up my legs because of the leaking veins.  I was not suppose to be on my feet for very long without resting 10 to 15 minutes. Plus the pain was excruciating.  I have plenty of pictures I could send you so you can see how bad they were and why I had to see doctors regularly  . The skin grafts have helped this significantly. I am still healing and have 4 more leaky vein surgeries. My last one I was treated kindly at a *********** like I use to be treated at Southwest before last Oct. 23. I stayed Thursday night because I could not find a ride home on Thursday. When you are in a nursing home you do not know when you will be discharged until a day before. You do not know how long your hospital stay will be after 2 skin grafts to plan ahead. There was a problem with one skin graft and the vac machine not working which I have pictures of my whole progress from this very painful difficult journey. It was a better journey dealing with most of the Southwest  staff until *************; arrived. Most of the staff is wonderful, helpful, kind, considerate, but when you get a bad egg like ******** who lies and makes up things as she goes it places a black stain on things. It's  also shameful that ***** the General Manager did not ever call me back after all these months. I left quite a few messages over these months. Staff knew I was leaving later because I had to wait for a ride and just had major surgery on BOTH ankles. I was told all was good. They were always willing to accommodate me and I had no reason to believe this had changed  because I was told everything was fine. NO ONE TOLD ME I WOULD BE CHARGED IF I STAYED UNTIL MY RIDE CAME AT 5PM. IT IS A DISGRACE FOR THEM TO TREAT A GOOD CUSTOMER LIKE THIS. ITVIS SAD THAT **** MOVED ***** TO ******* BECAUSE EVERYONE MISSES HIM AND HE WOULD NEVER TREAT A CUSTOMER THE WAY ***** AND ******** HAS. I CAN'T  BELIEVE ******** HAS GOTTEN AWAY WITH TALKING TO ME SO HATEFULLY AND THEN HANGING UP ON ME AFTER SAYING TO CALL **********; WHICH I DID AND STILL HAVE NOT HEARD BACK. I WILL CONTINUE TO FIGHT FOR MY MONEY BACK BECAUSE I DID NOT STAY FRIDAY NIGHT AND I WAS MOT TOLD THAT THIS ACCOMODATION FOR MY DISABILITIES  HAD BEEN DENIED  ON THIS STAY AND ESPECIALLY  WHEN I KNOW FOR A FACT THAT OTHERS DURING THIS STAY WAS GIVEN A LATE  CHECK OUT OF 3 AND 330 WHICH ******** SAID WAS NOT TRUE. I AM A SENIOR CITIZEN AND I PAY MY BILLS BUT I DO NOT PLAN ON PAYING FOR A NIGHT I DID NOT STAY. MY INCOME IS SOCIAL SECURITY  AND I TRY TO BE A GOOD ******* OF WHAT GOD GIVES ME.  I BELIEVE I CAN PROVE FROM PREVIOUS EMPLOYEES WHO ARE AWARE OF THE ACCOMODATION I WAS GIVEN UNTIL ************************* IT AWAY. ******** KNEW THIS BUT I GUESS TOLD ME WHAT ***** DIRECTED HIM TO SAY. ******** GAVE ME LATE CHECKOUTS WHEN HE WORKED AT FRONT DESK AND CONFIRMED THEM WITH ME WHEN HE WENT TO HOUSEKEEPING AND WHEN ****** WAS WORKING AT SOUTHWEST. *** KNEW, ***, ***, ******, ******, AND I COULD GO ON AND ON FROM OTHER EMPLOYEES THAT WORK THERE OR PREVIOUSLY WORKED THERE. THIS SHOULD NOT HAVE BEEN AN ISSUE SINCE USUALLY I HAVE MY CAR BECAUSE USUALLY I'M  NOT IN A NURSING HOME AFTER SURGERY.  THIS WAS THE 3RD. TIME. HOW DISGUSTING AND RIDICULOUS OF SOUTHWEST DRURY TO TREAT ME THIS WAY. SHAMEFUL!!!

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Disclosure of hidden fee and forced to us a credit card when I was paying with cash. I was not allowed to check-in to the Drury Inn until I presented credit card for $50 hold. I offered to give $50 cash for the deposit but it was refused. I had to leave and go purchase a pre-paid debit card for the $50 before they accepted my $232.20 cash to check-in. This detail was not disclosed during on-line reservations . It is a hidden fee that that takes advantage of travelers. After being on the highway several hours this was a low blow. I am out-of-town with my family with only cash and I not allowed to check-in with a reservation. Hidden fees like this low down.

  

  Business response

  05/22/2024

  Dear ******************,

  Thank you for reaching out and sharing your concern regarding our $50 incidental authorization that is required for all guests checking into our hotel. This is listed under the FAQ's on our website.

  What forms of payment does Drury Hotels accept?
  We accept ***************** Diners, Discover/Novus, MasterCard and **** credit cards. We also accept gift certificates issued by Drury Hotels and cash with credit card verification. While we accept cash at certain locations, we do require a photo ID and a valid credit card at check in. Checks, credit card-issued prepaid gift cards or cards without the guest name printed on the card are not accepted.
  
  A debit/credit card will be required to check in. A hold will be placed on funds in your card account. The hold amount varies and includes the full anticipated price of the stay, plus a deposit ($50-$200) for incidentals. Drury releases the hold upon check out after final payment has been received. After Drury releases the hold, there may be an additional 7 to 10 days before the funds are back in your account, at the discretion of your card issuer.

  We hope you give Drury Hotels a chance in the future.

  Amber ******************************* Manager

  ********************** LLC

  Customer response

  05/23/2024

  Complaint: 21680341
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went to this hotel for a birthday party and it was the WORSE EXPERIENCE EVER! The black manager lady was very very rude and ghetto. She followed us around the hotel the whole time we were there. Kept coming to the room to see how many people was in there then called the police because it was too many people for their liking. When everyone was leaving due to it being too many people. She got very disrespectful and called the police. Very very nasty. She needs to be fired and replace before something much worse occur because of how disrespectful and rude she was being.

  

  Business response

  04/02/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint **************** *******
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  After review, we are unable to locate reservation information confirming **************** ******* as a guest. If Ms. ******* could provide her reservation information, including the hotel location where she stayed, we will be more than willing to investigate this matter further and provide a thorough response.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *******.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made reservations for convention but the dates were changed. Cancelled in September of 2023 for reservations in January of 2024.

  

  Business response

  02/07/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel Columbus Downtown (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  We are sorry that Ms. ******* ***** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drury’s Advanced Purchase policy.
  
  Ms. ***** states in her complaint that she cancelled her reservation in September 2023 to book the correct dates. After investigating, we discovered that Ms. ***** made four (4) different reservations at the Hotel: two (2) reservations through Drury’s reservation system and two (2) advanced purchase reservations through a thirty party. Ms. ***** occupied the two reservations made through Drury’s reservation system.
  
  Ms. ***** made non-refundable, advance purchase reservations through a third-party. To receive a refund for a non-refundable, advanced purchase reservation, Ms. ***** will need to submit an Advanced Purchase Hardship Request through Drury’s website. Once a request has been submitted, Drury’s Advanced Purchase Hardship team will review and follow up directly with Ms. *****.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ***** 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

*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. ↩