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Business Profile

Hotels

AC Hotel Durham

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We checked into the ** Hotel in Durham on the night of Oct 10th because my niece was medevac'd to ************* on life support. She tragically passed away that night. The next morning I asked if we would be charged if we checked out on the 11th as I made the reservation through Sunday. The lady at the front desk assured me I would not be charged for the additional two nights. When I called the hotel, the manager stated it was their policy to not refund pre-paid nights. This is unacceptable considering the circumstances and at a location so close ************************. I have never had such a terrible experience at a Marriott property! I am seeking a refund on the two nights I was charged but didn't stay.

  • Initial Complaint

    Date:01/02/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged for a hotel stay 5 days before arriving. I was told that the way I booked it allowed them to charge me in advance however I know I didnt choose that option. I told them to cancel my reservation although I was charged. I was then told I would be refunded and I never was. I already went to the destination and booked with ****** and returned home and I still have not been refunded my money. I have called at least 4 times. I was told a manager would contact me and as I type this I still have not spoken to a manager.

AC Hotel Durham is NOT a BBB Accredited Business.

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