Complaints

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been renting a room at InTown suites since April 28, 2023. The property requires payment in advance. I have two receipts. 4-28-23 paid for 3 weeks, overcharged $55.09.5-11-24 paid for 2 more weeks overcharged $109.68.Need refund of $164.77 On their website, the rate is advertised as $33 a night for the room type I booked. BOTH receipts show that the rate is $33 a night. After I paid the second time, I thought it seemed way more than it should have been. I calculated what it should have been for $33/night plus taxes, fees, and my $50 deposit. When I determined the amount I was overcharged, I went to the office and spoke with ***** the manager. He handed me a THIRD receipt and said I gave you the wrong receipt. I should have given you this one. The 3rd receipt showed daily detail where they started charging $40/night after two weeks.. BOTH times I paid, they did not show me this detail when I signed the Room Agreement. The only receipt I was given prior to complaining showed my rate at $33/night. And their website continued to show $33/night. The manager tried to say that rate is only for the first booking, but NO WHERE on their website does it indicate the rate is for first time only. Further, on my first booking I paid for 3 weeks (one of which was at the higher rate). The manager was rude and dismissive. I contacted their corporate office using their online complain form. I got a response saying talk to the manager. So I talked to the manager a SECOND time and he was even more rude and dismissive. He refused to even look at the bill with me and would not answer any questions at all. He basically said thats what the computer said and I cant change it. So, we filed another complaint using their on-line system AND I have filed a dispute through my bank. If you could also help put pressure on them, I would really appreciate it. I work in fast food and dont make a lot of money per hour, so the is a lot of money to me.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/12/2022, I checked in to Intown Suites Extended Stay in ******, ******** after booking the room for 21 days through Orbitz.com (Itinerary # **************). My family is in the process of moving to ********, thus we made a 3-week reservation to stay at this particular hotel until our house closing date. At check-in, the manager had me sign my name on an electronic screen while providing only titles of the documents I was signing. I was not provided paper documents to read until after I had finished signing. The room was in disrepair with stains on the walls, floors, and tub. Also, despite paying for a non-smoking room, I found that the room reeked of cigarette smoke, which is harmful to my 2 asthmatic family members. Upon contacting the front desk staff twice, I was told no other rooms were available. After hauling 3-weeks-worth of luggage up 3 flights of stairs, a hotel employee observed my husband carrying to our room a locked firearm case that could not be transported across the country by our moving company. He advised my husband that firearms were not permitted anywhere on the hotel premises. Because we're new to ********, we do not have any other options for placement of our firearms. We were placed in a desperate situation and came to the realization that we would not be able to stay in the hotel after all. We had to remove all of our belongings from the room and pack them back into our vehicles. Next, we spoke with the manager and explained the situation. He said he would turn a blind eye toward the firearms being stored in our vehicles. However, at this point we had reloaded our belongings and family into the vehicles and were ready to find an alternate residence. The manager refused to refund the $1,005.24 we had paid only 2 hours prior, stating that because I had signed the contract prior to check-in, I would not be reimbursed. This is poor business practice that a hotel would provide such terrible service and not refund our money.

  Customer response

  05/24/2022

   booked the room through Orbitz.com. This is the link I was provided by Orbitz: 

  
  

  ************* North, ** Extended ********** (intownsuites.com)

  
  

  The location of the hotel is 2221 ********** ******, ** 73013

  
  

  The phone # is ************

  
  

  The email on the paperwork I was eventually provided with is: **************************************

  
  

  Unfortunately, I do not have the name of the manager I spoke with at the property. 

  
  

  Let me know if you need other info. from me. 

  
  

  I appreciate your looking into this. 

  
  

  Best, 
  

  Business response

  05/26/2022

  BBB COMMENT BY STAFF SKW:

  Breaking property rules is a sign they see as soon as they check in. They broke the property rules with the firearm.  This is 3rdrule. 

  Customer response

  05/27/2022

   
  Complaint: 17205978
  
  I am rejecting this response as it makes no logical sense. On 5/12/22, the manager gave us verbal permission to keep our firearms on the property as long as they remained in our vehicles. Storing firearms in one's vehicle creates the risk of those vehicles being broken into, those firearms being stolen, and potential crimes being committed with said firearms that are registered to my husband and me. If the owner was willing to allow the firearms to remain in our vehicles, he should have also been willing to allow our firearms to remain in our hotel room where they were safe, secure and constantly monitored. 

  Furthermore, his response does not answer the fact that we reserved a non-smoking room and were not provided a non-smoking room. As mentioned previously, we have two asthmatics in the family. I would be happy to provide medical documentation as proof.
  
  Ultimately, we paid for a service and were not provided that service. Therefore, our money should be reimbursed. 

  
  Sincerely,
  
  *************************************

*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. ↩