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Business Profile

Hotels

Guesthouse Inn & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints 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:10/25/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Poor management. I was falsely accused of without any evidence to support this ill alleged poorly made claim. Resulting in me being asked to leave to property and loss wages due to this major inconvenience and having had to miss work. Unsafe conditions . ******************* hanging out of walls and my ****************************************************************** the room.

    Business Response

    Date: 11/06/2022

    When the accusations came about i apologized for my staff and I compensated them a week of free nights. There was never any mention to myself or my staff about a prescription. Then heathers boyfriend/husband started getting hostile with one of my staff members and unlawfully recorded and threatened my staff member so they were told they needed to leave and we would not be renting to them again. Im sorry for all the confusion and run around but once you make threats to a staff member then our policy is to no longer rent to them. We have pictures of the way they destroyed their room out of anger and there were no bare wires either 

    Customer Answer

    Date: 11/06/2022

     
    Complaint: 18311971

    I am rejecting this response because:
    False information. No threats were made other than by the staff who got hostile as we do have video evidence( your staff was hostile previously why we felt the need to record ). As well as no property was damaged room 114 I suggest you check again for the loose wires as I have evidence of that as well as evidence of the controlled substance that was reported to staff and management. 
    Sincerely,

    *****************************

  • Initial Complaint

    Date:07/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My name is ******************************* and I would like to report the Guesthouse Inn & Suites in Eugene/Springfield, ****** for its very poor sanitation, false advertisement, and its overall deplorable operations. On Friday, 06/24/2022, my ex-husband, *************************, his brother, *************************************, our son, *******************************, and our daughter, *****************************, checked into the Guesthouse Inn & Suites in Eugene/Springfield , ******. We were in town to watch our son, ********** compete in the 2022 USATF U20 Outdoor Championships at *************. My ex-husband, ******, booked 2 rooms. The front desk clerk informed us that one of our rooms air conditioners was not working and needed repair, so we asked for another room, which we received. My daughter, ********* and I were assigned to Room #***, and **************, and ********* were assigned to a room down the hall from us, Room #***. As soon as we arrived in our rooms, we discovered the following issues: Room smoke detector detached, unidentified filth/debris in the refrigerator freezer, multiple stains and spots on room furniture, air conditioner not blowing cold air, filth in ice bucket, ice machines broken on both floors, fire doors with holes where doorknob used to be, broken fire alarm in hall, inn restaurant shut down even though advertisement indicates it is open, exposed cords and wires in hallway, couch with duck tape, tv was exchanged 3 times because they only played Spanish channels (maintenance could not reprogram or fix). I have multiple photos if you need evidence.

    Business Response

    Date: 07/12/2022

    We are sorry to hear of the inconvenience this has caused but since we made accommodations and you never said anything at check out or in we will not be issuing a refund. We have sanitized every room and we do every time someone checks out. 

  • Initial Complaint

    Date:06/24/2022

    Type:Service or Repair 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.
    On June 22, 2022 I had the single worst hotel experience of my life. My wife and I spend about 100 days a year in hotels; weve been in 20 different hotels in June 2022 alone. So, during the course of our travels over the last two decades, we have seen thousands of hotel rooms. And yet, we had never seen anythingANYTHING that was as disgusting, unhealthy, unsafe, and unsettling as our experience at the GuestHouse Eugene Springfield (a **************** We booked the room several months ago via Expedia, and we didnt have much knowledge of the area or the hotel. Pictures looked acceptable and the suite had a kitchen, a welcome feature after a month on the road. When we checked in at the front desk, we were told there were no suites available (even though thats what we booked and paid for) and instead we would get a premium king room. While we were disappointed, it was almost 10:00pm and we were exhausted. In front of the doorway to the guestroom area, several people were drunk and drinking while smoking within three feet of the door. There was no manager on duty and certainly no one enforcing any health code or public safety issues. That was our first clue, but easily the smallest issue. As we entered the main hallway and climbed the flight of stairs we noticed heavily stained carpeting, graffiti on the doors, half-painted walls, and a distinct and pungent odor of urine. It was absolutely nauseating. When we entered our room, the situation worsened. There were cigarette burn holes on the comforter, the room reeked of stale smoke and urine, and furniture in the room was absolutely covered in stains and recent soiling, along with tears and holes. This hotel or at the very least this guestroom and hallway are not fit for human lodging. We wouldnt accept that level of filth and negligence for our dog, let alone our own physical safety and right to a healthy environment. It is unbelievable that this practice would be allowed to continue.

Guesthouse Inn & Suites is NOT a BBB Accredited Business.

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