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Business Profile

Hotels

Stay Express Inn & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:01/23/2025

    Type:Billing 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.
    I am filing a formal complaint regarding the hostile and unprofessional treatment I received from the general manager at Stay Express Inn and Suites. I had been staying there for a month and encountered a payment discrepancy one morning. I immediately acknowledged the mistake and was prepared to pay for the previous night. While attempting to resolve the issue, I asked why no one had informed me about the payment oversight the day before, and I remained calm throughout the interaction. However, the general manager became extremely irate, repeatedly stating that I had been personally done a favor and had been allowed to check in late. He implied that I should be grateful, despite the fact that I had paid for every night of my stay.When I asked him why he was speaking to me so rudely, he claimed he was giving what he was getting, but I remained calm, and his anger escalated. He then made the deeply disrespectful comment, No one is holding you hostage here. This was after I had already shown a willingness to pay and correct the issue. His behavior made me feel belittled and dismissed, especially as I was already trying to resolve the situation. Due to his hostility, I chose to leave the property, even though I had the money to pay for the missing night. I took my business elsewhere and booked a room at another hotel. I hoped the shortfall in payment would prompt an investigation, as the general manager is in charge and should be able to justify the missing money. If he had treated me with respect, I would have gladly paid the balance retroactively, but his behavior made it impossible for me to continue my stay.I believe this treatment is reflective of a larger problem in how vulnerable guests, particularly those experiencing homelessness, are treated at the hotel. I am requesting that the Better Business Bureau investigate for the general managers deceptive billing practices, unprofessional conduct and the overall treatment of guests.

    Customer Answer

    Date: 01/27/2025

    My full name is Zazaca ****.

  • Initial Complaint

    Date:08/03/2022

    Type:Product 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.
    I had reservations for ***** July, I made reservations for 4 night in 2 rooms ($291 & $271) we only stayed 1 night due to horrible conditions and safety concerns, the manager refused request for refund for unused days, this hotel was absolutely not even close to as described on website. The manger refused a refund i have attached email confirmation/receipt and photos.

Stay Express Inn & Suites is NOT a BBB Accredited Business.

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