ComplaintsforCountry Inn & Suites

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My friend and I stayed at the Country Inn and Suites 9/8-9/11/2023. I paid $402 for the 3 nights at arrival. My primary issue is with the health hazard of the hotel. We stayed in our first room for two nights. During the first night we were both coughing incessantly. After the second night in the room, my friend lost her voice by morning. It was clear that the problem stemmed from the room as we both dramatically improved after spending the day outside the hotel. We asked to switch rooms due to the issue. We were told by the hotel staff that there had been construction in that room. In the second room we hoped it would improve, but by early morning, my coughing from the air irritants woke me up, and I spent the rest of the morning in my car, while my friend slept. She woke up completely without a voice. It has been almost two weeks and her voice is still not fully back. At check out I asked to speak with the manager to have our rooms refunded. He was not there, so I left a note. In addition to the toxic particles in our rooms, there were also stains on the beds and towels. I never received contact from the hotel, so I continued to call every other day. After about a week I contacted corporate, who said they could file a complaint, but could do nothing further to refund my stay or address the health hazard at the hotel. I called the hotel after another couple days and left my name and number again. I have still received no call from the manager. What I want is a refund, but what I also desire is for the health issue to be addressed for other costumers. It is also unacceptable not to return calls and for management to be unreachable and unaccountable. I have two videos of evidence. It will not let me attach them below.

  Business response

  09/23/2023

  This room was occupied frequently in the time before and since this customer was a guest here, without any problem. It is therefore an unexplainable symptom of coughing that this customer and acquaintance uniquely experienced. It seems reasonable and possible to experience a symptom like coughing due to ailment, illness, disease. During travels this unique customer may have contracted an illness and brought that with them into this hotel. Experiencing the coughing symptom while lying down and feeling better while upright might rather be indicative of the ailment, not a reason to leap to the conclusion that the hotel is the proximate cause of such symptoms. We are glad that these folks' symptoms have gotten better in the time since and wish them health and safe travels.

  Customer response

  09/26/2023

  The response that this was due to illness is illogical and unfounded. We arrived from separate states and both had airway symptoms (no infection) only when in the rooms. Symptoms increased due to time inside rooms, not as a result of laying down. Also, symptoms improved dramatically after spending time outside of the hotel. This is indicative of an air toxicity problem. See terms described below from EPA.gov The term sick building syndrome is used to describe situations in which building occupants experience acute health and comfort effects that appear to be linked to time spent in a building [...] The complaints may be localized in a particular room or zone, or may be widespread throughout the building. [...] the term building related illness is used when symptoms of diagnosable illness are identified and can be attributed directly to airborne building contaminants. 
  
  Further, why would we have asked to move rooms if we thought we were sick? As stated previously, the front desk person told us that construction had been done in that room. This is valid evidence to support our concern for toxic particles in the air. Air that is circulated throughout the building. The other front desk person was not surprised at our concerns either. 
  
  Additionally, guests may have only stayed 1 night. We stayed 3, which is more time for toxicity to build in the airways. See video of my friend who lost her voice twice when staying in your rooms. She is still recovering. 
  
  The air issue was only part of the reason for our desire for restitution. As stated previously, the bedding was stained and the towels were stained; it was rather disturbing. 
  
  Finally, only after contacting BBB have I received any response. Over two weeks I have called, written a letter, and talked to corporate. I am genuinely concerned for the health of your occupants. If you do not take immediate action, I will contact the health department.
  
  Videos
  *********************************;
  ****************************
  

  Business response

  10/12/2023

  This response was provided verbally to BBB:

  Country Inn & Suites is saddened to hear that a recent customer was dissatisfied with the service provided, however, the business has decided not to engage further with the customer.

  Customer response

  10/17/2023

   
  I am rejecting this response because:
  
  They have made no effort to rectify the situation, and so I have submitted to the claim to the attorney general of **************. They have sent the client a formal letter. 
  

  Customer response

  10/17/2023

  The attorney general works as a mediator like BBB. My complaint is not in litigation. They are not my lawyer. 

  Business response

  10/25/2023

  The complainant customer had a symptom of coughing while at the hotel. The customer has made an unsubstantiated statement that the cause was toxic particles in the hotel room. The customer has made unsubstantiated statement that the toxic particles came from the construction that happened in the hotel room. The customer has made repeated demand for payment, calling it a refund, or further reputational damage will be done to the business. The business did not have toxic particles in the room, and did not have construction in the room, and has had numerous guests stay in that same room both before and after the dates that this guest was here, and none have had this problem. Only this one unique customer has coughed and believed it was the hotel that caused the coughing. This customer has continued to make complaints in a number of online review sites, and make demands that the money for the hotel stay should be refunded. At this time after many times responding that we are of course saddened that the customer has experienced any episode of ill health, however, it was not because of the hotel, and no refund will be made, the customer then pursues further reputational damage against the business. We have communicated already that the business has decided not to engage further with the customer.

*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. ↩