ComplaintsforDrury 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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 31st, we stayed at the hotel in one of the largest rooms they offer. The hot water broke in the morning and my wife was unable to take a hot shower. We notified the hotel and they said they would discount the room as a comp. 2 people called me saying the ** of the hotel would give me a call and I never received a call. I had called back 2 times as well.

  

  Business response

  02/07/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint Mr.*********************
  
  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 **********************.
  
  Mr. ********************* states in his complaint that he and his family were staying at the Hotel for one night. The morning after check-in, while attempting to take a shower, Mr. ****** wife discovered the hotel room did not have hot water. ************** informed the hotel his hot water was not working and states he was informed he would receive a call from the Hotel General Manager as well as a discount to his reservation.
  
  Upon investigation, the **************** team has confirmed that they were unaware of Mr. ****** experience while a guest at the Hotel. Immediately upon hearing of Mr. ****** experience, and as a gesture of good faith, the ************* Manager refunded Mr. ****** 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

  02/07/2024

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

  Customer response

  02/08/2024

  The **************** was aware of the hot water issue and my credit card did not show a refund. I have disputed the chanrge based upon Drury saying they would refund the room.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at Drury Inn on Saturday December 16th. After paying $196 online plus a $50 deposit when we got there, I noticed today that our deposit hadn’t been refunded and there was an unauthorized charge of $250 off of my card. They said there was evidence of smoking in the room.i don’t smoke and neither does my boyfriend so I was puzzled. Of course the maid that said there was “evidence” was somehow unavailable to talk to me today. I want my money back. I’m also filing a police report on this matter.

  

  Business response

  12/21/2023

  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 Inn and Suites St. Joseph (“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 stay at the Hotel, but it appears we simply enforced Drury’s non-smoking policy. 
  
  Ms. ****** indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On December 17, 2023, after Ms. ****** checked out, the Hotel’s housekeeping team noticed a strong smell of smoke in Ms. ******’ room. Additionally, housekeeping discovered a cigarette butt in the sink and a soda can with ashes in it and around the rim in the trash can. Housekeeping took photos of these items before cleaning the room. The room was removed from the Hotel’s inventory from December 17, 2023, through December 18, 2023, due to the heavy odor.  The Hotel completed additional cleaning procedures to eradicate the odor. 
  
  Drury has strict guidelines and procedures as it relates to safety and cleanliness – and smoking in our hotel rooms is simply not tolerated.  It poses not only a safety risk to all persons at our hotels, but also does not provide a clean and healthy environment for our team members and guests.  Drury policy is very clear that if a guest is found smoking and/or vaping in their hotel room, they will be charged a $250.00 cleaning fee.  Since there was evidence Ms. ****** was smoking in her hotel room, the Hotel took the appropriate action in charging her the $250.00 cleaning fee.
  
  Ms. ****** further indicates in her complaint that she reached out to the housekeeper but was unable to connect. Ms. ****** is welcome to discuss this matter further with the Hotel’s General Manger.
  
  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

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made reservations online through Priceline.com and as soon as I placed the reservations I noticed I placed the wrong day. It was placed on a Thursday 12/21 and I needed a Thursday 12/28. I immediately called and told them of my mistake. The told me they couldnt change the date it had to be changed through a request online. I made the request online and they denied to change it. I am out ****** because a typo error and they refused to work with me. They have availability because I immediately went back to reschedule and it allowed me to try to book the day I wanted. The email I got AFTERi booked said no cancellations but when I booked it it said I could cancel till 12/15?? Im confused as to why they wont even work with me.

  

  Business response

  12/15/2023

  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 *********** ******** 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 **********************.
  
  We are sorry that ***************************** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding.
  
  ****************** booked her reservation through a third-party provider. After making her reservation,****************** discovered she accidentally reserved the wrong date. ****************** stated she contacted the Hotel to adjust the date of her reservation and was denied. Unfortunately, Drury does not have record of receiving this request from ******************.
  
  Upon learning of Ms. ******** request, Drurys Advance Purchase Hardship Team located and updated Ms. ******** reservation to the requested dates.  
  
  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

  12/15/2023

  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. I have attached the response from the hotel that resulted in my complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online reservation 2 months in advance and clicked the wrong button by accident and reserved the wrong room with a non-refundable rate. I called right away, not to cancel, but to change the room and to change the rate in case we had to cancel due to unsafe winter road conditions. The call center was not able to help me and told me to file a complaint on their website. I filed a complaint on their website and they were able to change my room, but they were not able to change to the refundable rate. I am frustrated because it was a mistake, I clicked the wrong box on their website and I called right away to fix it. Most hotels and airlines have a 24 hour policy so they can fix it if you make a mistake when booking. But Drury is not willing to change the rate for me to the refundable rate even though I contacted them immediately and said that I made a mistake and clicked the wrong box during booking.

  

  Business response

  12/11/2023

  Dear Ms. ****,

  The reservation made as an advance purchase has already been cancelled and refunded.  Please allow 7 - 10  business days for the refund to reflect on your account. You have a reservation that is not advance purchase for February 2nd for two nights.

  Sincerely,

  ***** *****
  Customer Service Manager
  Drury Hotels Company, LLC

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraud charges, no proper housekeeping,ilegal communications,was harrassed and double charges unathorized to my checking accounts and credit card, unauthorized,talked to management, no solution....they credited one account but they charged me again two weeks later.... discrimainated as well, people that hate my national origin , police reports as well

  

  Business response

  11/15/2023

  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 her experience with the Hotel, but it appears there was a misunderstanding as it relates to the Hotels policies and procedures.
  
  In **************** complaint, she lists numerous allegations against the Hotel including the following: housekeeping was not provided,numerous charges were applied to her checking account and credit card, and claims of illegal communications and harassment. We will make every effort to address each of **************** concerns below.
  
  ************** was a guest at this Hotel for seven nights. In regard to **************** complaint about improper housekeeping, on the fifth day of **************** stay, ************** reached out to the front desk stating that her room was not cleaned. The front desk confirmed with ************** that housekeeping was on her floor and would be cleaning her room momentarily. Further, the front desk associate then reached out to housekeeping and requested that the cleaning of **************** room be expedited.  Drury has no further information related to **************** concerns with improper housekeeping.   
  
  Regarding to **************** complaints related to unauthorized and fraudulent charges to her checking account and credit card, when reserving a room at our Hotel, guests are informed that a hold may be placed on the method of payment.  The purpose of this hold is to verify the payment method and to cover any possible incidentals.  This hold is temporary and released upon check-out, after the final payment is received.  When ************** reached out to the Hotel expressing concerns regarding this hold, the Hotel attempted to explain the hold process to **************.  Unfortunately,************** was unreceptive to the Hotels explanations. The General Manager was informed of **************** concerns and offered his assistance in expediting the release of the holds. The General Manager even asked ************** to provide her banking institutions information so the General Manager could contact her bank directly to expedite the release.  Drury has no further information related to **************** concerns with unauthorized or fraudulent charges.
  
  Regarding **************** claims of illegal communications,discrimination, and harassment, the only instances where the Hotel contacted ************** was the following: to confirm payment of her reservations, verify housekeeping services were provided, and discuss the holds on her account.  Additionally, the General Manager scheduled a few different phone calls with **************, at **************** request, to discuss her concerns regarding her stay.  Each of these calls were cancelled and rescheduled by **************.
  
  Ultimately, the Hotel refunded ************** for three nights of her stay as a gesture of good faith.
  
  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

*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. ↩