ComplaintsforMainstays Suites

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a hotel room for my best friend and her 3 small children due to an unsafe situation in her home. Myself and my son helped her carry their stuff into the room as she has 3 SMALL KIDS. When we got into the room the TV would not turn on so wet called the front desk the man came into the room to fix the tv and IMMEDIATELY said she could not stay. When asked why he stated there are too many people in the room. I told him that myself and my son are leaving we were only helping her carry her stuff in. He said we need to leave or he is calling the police I told him we will leave when he provides me a refund as she did not get to use the room he said he will not provide a refund we need to leave or he is calling the police. I told him to call the police because I am not leaving without my money we have fine NOTHING wrong. The police came and they agreed with me telling the manager they do not see the problem 4 people can stay in the room 4 people are staying in the room this upset him and he said he was NOT allowing us to stay. I asked for him to provide the managers information so I can get a refund for my room he told me call the 800 # I called the 800 # as soon as I left the property and I was told that I was still checked in and they cannot take my complaint until I was checked out which was not until the next day. This has been absolutely ridiculous the hotel won’t refund my money as I booked through a hotels.com hotels.com says file a dispute with my bank and my bank says that services were rendered bc I was not checked out until the next day. This is Absolutely crazy it has been 3 weeks and still no money back. $117 for 5 minutes . I have called the Gm several times and no return call I encourage everyone DO NOT BOOK A ROOM HERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business response

  06/27/2023

  Response taken over the phone by BBB Staff

   

  The consumers were in the hotel room with their kids and smoking.  We requested the guests to leave the room. But after we requested a couple of times they did not leave.  We had to call the police.  

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The statements made by the hotel are completely untrue.  We were in the room for all of 5 minutes and smoking was NEVER DISCUSSED the reason given for kicking us out was that there were to many people in the room. Seems like now that they know they were wrong for kicking us out they are changing the story as to why we were kicked out.  This is ABSOLUTELY RIDICULOUS I should not have to be FIGHTING to get my money back when the room was not even used.  I also find it odd that I have called the hotel on SEVERAL OCCASIONS and each time even when I am told the GM is in yet I still get sent to her voicemail with no response.  I would love the opportunity for her to tell me that is why we were kicked out because she knows this is not true.  The property called the police for the number of people in the room SMOKING was NEVER even mentioned. This property is NOT HONEST or REPUTABLE.  I feel completely taken for my money and it seems like no one is able to get recourse for this so they will continue to do this to people.  There corporate office even says that I need to take it up with the manager who does not call back that is why I reached out to you because my next course of action is to go back to the property which I do not think will be a good idea.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********
  
  
  
  
   

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