ComplaintsforDays Inn Airport North

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a hotel reservation through booking.com for a stay from October 18th to October 21st, 2023, and received confirmation number ********************. When I encountered an issue upon arriving at the hotel, I initially reached out to booking.com for assistance. However, they informed me that they could not assist me with this matter as the offer was facilitated through one of their partners.I arrived late at night and wanted to go straight to bed. The bed was neatly made, however, when I uncovered the blanket, I found the sheets beneath to be filled with food crumbs, cheese remnants, and even a piece of trash. This unsettling sight led me to promptly leave the room and visit the front desk with the intention of canceling my entire reservation. The condition of the bed was disgusting, and it seemed evident that someone had purposefully made the bed without properly changing the sheets or cleaning it for the next guest. As a result, I had completely lost my trust in the hotel and felt uncomfortable continuing my stay. I had to leave and find a different hotel, late at night.At the front desk, I was provided with the contact information of the manager, *********************, to discuss a potential refund. He was to visit the room the ***************** the condition and determine whether a refund was due or not. However, when I called the next morning, I was informed that ***** was unavailable. I was advised to send him an email, which I promptly did on the same day. Regrettably, I have yet to receive any response from ***** or the hotel regarding my refund request ever since. I have made subsequent attempts to contact them via email, but my refund inquiries continue to be disregarded. I have attached the photos of the bed I took briefly before leaving although it does not capture the extend of it. I have also attached my emailing attempts, and my booking confirmation. I would like to have a full refund of the $176.

  Business response

  11/07/2023

  ************,
  
  
  BBB Case #: 20834182
  Hotel Site #: 33118
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *********************** at the Days Inn by ******* property in Charlotte, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before November 10, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, ******************************* & *************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation to stay at the Days Inn by the Charlotte Airport on August 26th. After checking in, I quickly dropped my bags off in the room and went to dinner with another member of my group. After returning I found large dead roaches in my assigned room. I told the front desk and left for another hotel expecting a refund. Since then, I have been ignored and only offered a small refund instead of a full refund for the inconvenience. I have emailed both the hotel manager and ************** countless times being ignored. I expect a full refund, they still owe me $68.97.

  Business response

  12/02/2022

  Hello ***************************,
  

  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Days Inn by ******* experience.

  We have thoroughly reviewed your concern and you will receive a check in the amount of $68.97. Please allow 3-4 weeks for delivery via US Postal Mail.
  
  I sincerely hope you will give us an opportunity in the future to extend our usual hospitality.
  
  Kind regards,
  
  
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer response

  12/02/2022

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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $51.37 for airport parking including shuttle service to the airport for my daughter *****. I had called and confirmed after booking that they would be providing shuttle service for her to get to and from the airport. After she got back to the airport and was calling to get picked up she was unable to get through to the shuttle service. First she was put on hold for 15mins and no one ever picked up again. Then the phone kept ringing and ringing for 30mins until she was forced to call an Uber to take her to her vehicle which cost $17.90. The manager ********************* is refusing to refund the cost of the Uber from what I had paid because they did not provide the full service that was paid for.

  Business response

  12/01/2021

  BBB Case #: 16195361
  Hotel Site #: 
  Customer Care Case #:  
  
  
  Hello:
  
  Thank you for notifying our office of the concern filed by *******************************. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  Once again, we apologize for any inconvenience this may have caused.
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  12/02/2021

   
  Complaint: 16195361
  
  I am rejecting this response because: I have spoken with the manager of the specific location and he was unwilling to authorize a refund.
  
  Sincerely,
  
  *******************************

  Business response

  12/03/2021

  BBB Case #: 16195361
  Hotel Site #: 
  Customer Care Case #:  
  
  Hello:
  
  Thank you for notifying our office of the concern filed by *******************************. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  
  Once again, we apologize for any inconvenience this may have caused.
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

*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. ↩