Complaints

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The date is 4 24 **** at around 430 pm. I am seeking a full refund for the amount of *****. I booked this hotel under false pretenses as the pictures on the website are off and are of the previous wyndham hotel that used to be there. Priceline advertised it as 3 star and I called the night before and the man at the front desk said it was a star hotel when I asked. The old lady working behind the front desk was grumpy and unfriendly. As I was already there I decided to at least see the room and give it a chance. As soon as I entered the room and smelled the moldy moth ball smell and saw the outdated furniture and ripped carpeting I knew it was going to be a bad experience and I paid too much money for a one star kind of hotel. I did not touch a thing in the room and never brought any luggage in. I went back to the front desk and kindly asked for a refund. The woman got very rude and aggressive. I asked to see what another room looked like but it was clear that whatever room I was going to get instead was not going to be a good one. I called 911 right there on the spot. The police came ten minutes later and the officer went to go speak to her while I waited outside. The officer came back out and gave me a case number and said she refused to cooperate with him as well. The officer also gave me the number to corporate which i called about 15 times and no one there speaks english as a first language at all. I called my credit card to dispute this. I called the board of health and the only option was to leave a message for a call back. I called booking.com and filed an officlal complaint and they did call the hotel but no luck. The refused to refund back the money to booking.com for me. I wrote a long ****** review along with the rest of the other bad reviews. Many people wrote that while they were out doing errands, a staff member came into the room and went through things. I am seeking a full refund of my ***** asap back to my credit card. I wrote the ****** review.

  Business response

  05/05/2023

  Dear BBB,
  Thanks for involving in this matter and ready to listen **.
  Sorry for the delayed response as this mail was under spam.
  We would like to explain the situation happened on that day.
  If a guest wants to make a cancellation, he/she should report the same to the property 24 hours prior to the check-in. Due to some personal reasons the guest did not want to stay at the property and raised unwanted issues about the property's room, bathroom, breakfast, pool, etc. We offered a different room but the guest threw away the key on the Front Desk agent face and asked for a full refund after checking in. Our front desk was ready to offer you a free nights stay during their next visit instead of refund but she did not accept it. Our Hotel is a 3 star hotel. The property rooms are newly painted and fully equipped with all the facilities and the pool's surface has been renewed and has ********************* which the guest already examined before checking-in. We explained the situation to the cops, they accepted it.

  Thanks & Regards,

  Coratel Inn & Suites By **********************************

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

*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. ↩