Complaints

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.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  3/17/24 I payed for a night at this hotel. 3/17/24 at around 11:00 pm the fire alarms started alarming waking up my 1 year old. At 12 midnight the fire alarms started alarming again. I called the front seat they replied with water was dripping on the furnace making the alarm go off. The alarm went off one more time and I called back and requested my refund of the room and left immediately. The manager called me the next morning told me I would receive my refund with in 5-7 business days. I didn’t receive my refund called back was told 3-5 business days I would receive my refund called back after not receiving my refund and was told 5-7 business days. Yet again I never received my refund just wanting my money back for a room I didn’t get to stay in.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Was on our stay 3/24/2024 to 3/28/2024. On the night of the 25 the smoke alarms kept going off every 30 minutes. The indoor pool was too cold to get in. On the 5th floor had the smell of paint so strong it gave my wife a migraine. By 8 am on 26 we chose to leave and notified the front desk we wanted a refund for the 2 days we had not stayed. We have sinced called Park towers in trying to get our refund. They have continued to lie and put off refunding our money

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 rented a room for the weekend of 12/01 to 12/03/2023. Within 2 min of being in this room I saw a cockroach, just a few min later another one came from behind the bed headboard. I called and asked to be moved to another room to which they told me they could not do due to availability although their website still listed several rooms for rent for my dates. So I asked for a refund to which she says my second night will automatically be refunded but the first night would be up to the manager who wouldn't be in until the morning. So I left because we saw many more roaches in the few min after this call. The room is seriously infested. When I call the next day they tell me the manager decided to take the day off and is not there. It is the same person from the night before so I ask about my refund. She says that he decided I will not be refunded for the first night even though I was in the room for less than an hour because that was their policy. I feel I should receive a full refund due to the unsafe condition of the room with cock roaches.

  Business Response

  Date: 12/04/2023

  I apologize for the confusion.  I processed a full refund to the guest credit card today, It could take 7 to 10 days to show up on the card.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: ********
  
  I am rejecting this response because: My reservation was through booking they should send a email letting me know when it has been refunded. When I spoke to booking they had said they sent an email to owner for them to confirm refund and have yet to confirm it has been refunded.  All I am asking is for my money back. Once I have confirmation of that I will happily close this case.
  
  Sincerely,
  
  Amanda ***

• Initial Complaint

  Date:11/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked a room October for October 20th thru the 22nd thru Expedia reference number ************** **** ****** I cancel booking due to death in my family I paid through 3rd party Afterpay they refunded me partial amount not my full amount I paid and messed up my account I want my full refund back this is unacceptable I have cancel info and did not stay in their hotel giving me run around I need my money back.

  Business Response

  Date: 11/14/2023

  I'm sorry for the confusion the guest has but there is not much I can do.  The guest made the reservation with Expedia.com and paid Expedia.com.  Normally we would charge the virtual card that Expedia.com provides the hotel but because the reservation was cancelled there was no need for us to charge anything.  We do not have access to the guest credit card as we were not the ones that charged their card.  It looks like the guest was charged the first night by Expedia because it was not outside the 48 hour cancel period.  Guest must reach out to Expedia for a refund, we do not have the guest money.

  Business Response

  Date: 11/29/2023

  As I've stated before there is nothing I can do other than suggest the guest stop using 3rd party web-sites.  Once a guest pays a 3rd party, any changes or refunds mut come from the 3rd party..The 3rd party sends the hotel a virtual visa card that we charge, we have nothing to do with the individual's credit card,  The only mistake we made was not charging the guest for the first night IAW policy.  I will not waste my time responding to this again! 

  Customer Answer

  Date: 11/30/2023

  I got a response from third party Expedia they will be refunding my money back 

   

  thank you 

• Initial Complaint

  Date:10/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid for room #110 at Park Tower Inn on 10/25/2023 for my son, Jared ****** On 10/26/2023, late at night, he realized he had been bitten several times by bed bugs. He requested another room and was given room #210. This room was infested with fleas. The receptionist was immediately notified, but stated she could not rectify the situation and would not move him to another room

  Business Response

  Date: 10/27/2023

  Both rooms mentioned were inspected today and no evidence of any infestation was discovered.

  Customer Answer

  Date: 10/27/2023

  I forwarded pictures showing the bites received.  Also, other reviews state similar complaints 

   

  Business Response

  Date: 11/13/2023

  Both rooms were inspected and no bugs or flees were found in either room, we refused to re-fund

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Arrived on sight and was hit by an extremely strong Marijuana smell that was through the whole hotel. We were Greeted by a rude employee that gave us the wrong check in information. After half an hour of trying to check in we finally received our room keys. Upon entering rooms 217 and 218 we Discovered filthy floors a Pungent smell and Nails protruding from a broken dresser drawer.. blood on air conditioning unit, wall, and sheets…Mold on air conditioner and a non working Toilet. Both rooms were physically unsafe/unfit for a family to stay in. When we went to complain they said they were going to fix it… two men walked up with a spray bottle and a rag…. We told them we were not comfortable staying in those rooms… we were offered a full refund. Booking.com sent an email for the refund but it went unanswered until I went back to the property myself and asked to speak to a manager. The manager was extremely rude and unprofessional and was clearly under the influence of some sort. She said she approved the refund and was trying to leave but when I called booking.com she had actually denied it. I walked back in confused and confronted her and she started yelling and ran out the back door with a box of Toilet paper and towels. I have video and Photo evidence. I tried to show her the photos and she got extremely hostile and said that those could have been old when they clearly have a time stamp. This hotel should not have a business license.

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 rented two rooms Oct 5-7th. Was charged for 3 rooms. An extra charge of 247.50 to my account. Didn’t know this until we left the facility and checked bank account. Keep calling and to talk to manager/supervisor but keep getting told they are not there or they will return call. Finally an employee stated over the phone that a refund was in place but would take 10 days to show up in my bank account. Still haven’t talked to manager and no refund. Also when requested to speak to manager was hung up on.

  Business Response

  Date: 10/13/2023

  A refund in the amount of $****** was processed on 10/07/2023

  Customer Answer

  Date: 10/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  They did process the refund. However, we called numerous times attempting to speak to a manager/supervisor and was consistently told that Tanya was not there and we even asked for the acting supervisor on duty and was denied. We wanted to know why we were charged additionally in the first place. The charge was made AFTER the two rooms, for the weekend, had payments already processed. Communication goes a long way and we were denied reasoning. Thankfully we did finally get the money back, however, some people plan trips on a budget and this jeopardized ours and could not get anyone to tell us why it even occurred. I have seen a couple of other reviews that discuss them charging additional and that is very concerning. I hope this doesn’t happen anymore. 
  
  Sincerely,
  
  Jeremy *****

  Business Response

  Date: 10/31/2023

  OK, I explained what happened on the last complaint.  I now consider the issue resolved and will not respond to any future complaints on this issue.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 checked into the hotel Saturday the 19th. The hot tub did not work. They said they’d fix it so we left to go eat. When we came back it was working but when we got in, we saw bed bugs on the wall. I went downstairs to complain and they said we will issue a refund. They gave me a receipt for the refund. Now several days later they said they never issued a refund.

  Business Response

  Date: 08/28/2023

  The guest had a reservation make with Expedia.**m.  He paid Expedia.**m for the room and Expedia paid the hotel with a virtual card.  The virtual card from Expedia was refunded.  The guest checked into the hotel at 4:27 PM and almost 8 hours later was checked out at 12:03 AM.  It looked like the jacuzzi had been used and after thorough inspection, no bugs were found in the room.

  Bottom line, we do not owe any money from Mr. ***** as we did not take any money from Mr. *****.  Any refund he may need has to **me from Expedia, as they are the ones he paid.

   

  Customer Answer

  Date: 08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have video and picture proof of the bed bugs in the room with a time stamp. We checked in, the hot tub did not work we informed the front desk. They advised it would be working after we got back from the baseball game. After getting back the hot tub was working and we used it. After getting ready for bed, we pulled the covers back. Found one bed bug in the sheets at the corner than started looking on the wall. We found several more. I have an audio recording of the front desk clerk calling the manger and her stating he said issue a refund. And I even have a copy of the refund receipt going back to Expedia. However after Expedia contacted the hotel they stayed this hotel refuses to give a refund. This is my final attempt to get this resolved, I greatly await the response. Other wise I will be will go to the sevier county civil court and health department with my evidence. As well contact all the local news sources to do a story. 
  Sincerely,
  
  Jacob *****

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 paid 118.70 for this stay. -We stayed from March 11- March 13. -Our room had cockroaches and the business only offered to come spray the wall where the cockroach was and we had to remain in the same room. I have three small toddlers so this was a huge health concern for them as we had to keep a close eye on them so that they wouldn't touch the wall that was sprayed. -my entire family developed huge rashes after swimming in their pool. -we were locked out of our room for hours and forced to sit outside in the heat while they "fixed the problem" -no housekeeping was done for the duration of our stay. -I asked for a refund the first minute I was there and saw the cockroach in our room to go to a different hotel but was told it was nonrefundable. I have attached supporting documentation to show I attempted to complain to the hotel with no resolution as well my booking confirmations. If I do not receive a resolution from the BBB I will contact the CDC to investigate this hotel due to the health concerns.

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 stayed 3 nights the first part of March I think it started on the 3rd. While we were there we had issues with power surges. My son's Xbox blew up while connected to their surge protector I filed a claim was told we would hear from the main office in a couple of days it's been 2 weeks still not heard nothing and when I call the manger won't talk to me about it. I mean the whole motel was being rentavated. I would at least like for someone to have the decency to at least call and let me explain the issue the insurance covering it would be great.