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:07/12/2024

  Type:Service or Repair 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.

  When we checked into our room on Monday, July 8th, we were immediately disappointed. For a 4 star hotel this place was a wreck. Dirty carpet, dingy feel, goodwill bed from the 90s, broken blinds which we couldn't open anyway because everyone in both hallways could stare at us...bad smell. There was also a man downstairs who was clearly tripping on drugs. He was just roaming the lobby. No one asked him to leave...no one spoke with him. Why was he even let in in the first place. We asked to leave and hoped for a refund. While I am still hopeful for a refund, here is where my complaint comes in. I've tried for three days in a row to get in touch with a manager to request a refund. They will never answer the phone and have yet to respond to my voicemails. I'm not sure what kind of business they are even running here.

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The hotel charged me taxes even though I was on official government business and Texas does not charge taxes for government business. I filled out the tax exempt form and gave it to the clerk. The clerk at the front desk told me only the manager could remove the taxes from the bill and adjust the bill and told me to call the manager to fix the bill. The manager is never available to fix bill every time I call. Now the clerk is being rude on the phone every time I call.

  Customer Answer

  Date: 05/31/2024

  Business reached out to me directly and rectified the issue.  Complaint can be closed.  Thank you so much for your support in this matter. 

• Initial Complaint

  Date:05/24/2024

  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.

  I stayed at the hotel for a work trip from 05/15/24 - 05/16/24, the room was paid for by my company but they wanted to charge me a $100 fee for accidentals that would be returned after my stay if there were no accidents. After I left my stay I called and they told me it would take 3-5 business days to return. It did not return so I called them again and they said, wait two more days. I waited another two days and when it didn't return I called them. They told me they released it back and then gave me these numbers, Approval code ****** and then a Ref#****** to give my bank. The bank told me they had the hold and never released it and that those numbers meant nothing. I would like my money returned. If you look online for all their reviews people say the same thing, They don't receive the fee returned once they leave. Itinerary number: ************

• Initial Complaint

  Date:03/18/2024

  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.

  Checked in on the 6th of March and checked out on the 7th of March. I put up a $100 deposit and out of that I got a Pepsi and candy bar which was,$10 and change. I used a debit card and it has been,7 business days and still no money back. They were rude and told me three different times frames on getting the remaining deposit back. I feel discriminated against for using a debit card. Now they are not answering my calls.

• Initial Complaint

  Date:12/14/2023

  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.

  My 23 year old daughter stayed at the Magnolia Hotel on Commerce on Saturday night, 12/9/23 as she ran the ****** Half Marathon the next morning. Her company and CEO got ******** for all his employees and her room, #****, was paid for by the company/CEO on his credit card. However, 3 days later I was billed for the room as well (she's an authorized user). My credit card was left for incidentals (there weren't any) but they used it to bill the room because they said there wasn't another one on file. My daughter and her CEO have tried multiple times to rectify this situation (because Magnolia is double billing for room ****) but they are getting nowhere with their staff. I am getting nowhere with them either. I have disputed the charge with my bank as I am adamant about paying this merchant as my credit card was left for incidentals only and never to pay for a room. My daughter did not authorize a room charge since the room was being paid for by a group reservation and a different credit card. We cannot get any help from Magnolia to rectify this error and their customer service has been atrocious! A person named *** is the only contact we have. Neither my daughter nor I know the room rate, nor did she receive an email receipt with the rate, fees and taxes upon check out; only the charge on my credit card (three days later). There should NEVER have been a charge for ANY amount from the Magnolia Hotel to my card. My husband and I were in ****** this weekend to support her, and we got to personally see the Magnolia Hotel and frankly, Magnolias lack of response saddens me, and I cant believe I am having to deal with this financial issue. I would think that such a historic hotel in ****** would be run more efficiently and honestly. This is absolute fraud and I hope that by reporting it to the BBB in ***** someone can reach out to Magnolia. I will be contacting Magnolia Hotels as well. Please help me resolve this issue. I look forward to your response.

• Initial Complaint

  Date:03/15/2023

  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.

  I've had better customer service at a motel 6. They advertise as a 4-star hotel but offer no breakfast and rooms are dingy with peeling paint and lackluster decor. Front desk is rude and charges hidden fees. The front desk told me the "incidental hold" charged to my card for the forced valet parking would be refunded immediately after check out and I'm still waiting on the hold to be released 5 days later. I have called the hotel numerous times and nobody is willing to give me the required documentation I need for my bank to release the hold. Everyone I haven't contacted has been rude and treated me like I'm stupid for believing what their representative told me at the time of check in. When I ask them to forward me to someone that can provide me the necessary documentation for my bank to release the hold they just send me to a dead line. Absolutely awful customer service and an all around shady and seedy hotel.

• Initial Complaint

  Date:11/22/2022

  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.

  I voiced my concerned via email and phone to Sophia and spoke with Rex the general manager in regards to my stay 11/18/22-11/20/22 and was told by both via phone that it was nothing they could do to rectify my stay and offered an apology. I asked for one of my days to be refunded or at least half of my 2nd day to be compensated, I asked if they would put something on their site to advise the guest about the INCREDIBLY LOUD noise level you might hear. I asked why wasn't I offered a transfer to another room. They advised they have fought with the city and know it is a problem but could not offer me anything but an apology. We paid for a suite and I felt like I was at a Motel 6! They also could not see the additional charge so I would need to contact my bank and dispute it. I am very dissatisfied with the lack of understanding from both Sophia and Rex and the willingness to resolve my stay.! Everyone was helpful and courteous. However, we did not have the weekend we planned during our stay. Friday was okay, although when we checked in it was a long wait due to the family checking in before us having some difficulty and the TV in the bedroom was not working properly. Saturday morning I checked our account and saw that not only had we been charged 215 for one night but also an additional 507.26. I went advised it was an error. We had some lunch and came back. We were surprised not only hear the people in the room above us stomping around but the outside noise from the neighboring band or concert played until 10PM! We tried to drown the noise out but unfortunately it was IMPOSSIBLE. We couldn't even relax in the bed if we wanted to because the TV in the bedroom did not work. My husband fell ill and wasn't even able to enjoy a quiet evening in a hotel which at this point we had been double billed for! I went downstairs finally to request another room and was advised the were unable to offer us a transfer or accommodate us.

• Initial Complaint

  Date:09/20/2022

  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.

  First of all, the outside of this hotel is beautiful, the rooms on the other hand are severely lacking. I checked out of my room on August 9th, I didn't realize that my work phone was missing until August 29th (its a work phone and I don't use it often, I thought it was still in my purse). I went online to the ************ website (per the instructions in their voip system) and reported it missing, I paid $30 to have it overnight shipped to me. I didn't receive the phone until SEPTEMBER 20th! When I charged the phone and turned I was shocked to see that the phone had been FACTORY RESET, the SIM card had been removed, and the back of the phone (which was only a few months old) was now cracked! I am really upset by this point, but I wasn't livid until I spent the next hour being put on hold by the hotel staff and basically told that I was crazy, they didn't touch my phone and that if something is wrong with it or messed up it was probably done by UPS. According to their system the phone wasn't left with lost and found until August 31st, even though I checked out of the hotel on August 9th. If I hadn't reported it missing on August 29th, I can guarantee that whichever housekeeper was using my phone would still be using it. They are immoral thieves, and their management refuses to take accountability for them. I am still on hold with them as I write this review btw.