ComplaintsforMetropolitan Inn
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Complaint Details
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Initial Complaint
09/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This business charges a 100/cash only deposit, which is supposed to be refundable on check out. I have 2 small children, one of which had severe diarrhea during our stay. He had an accident, and his diaper leaked all over the sheets. The lady at the front desk refused to refund our deposit because the linens were dirty. She said they could not be washed, when I know for a fact they could have, with a little bleach they would have come clean. I used to work in housekeeping, washing sheets from a motel like this one, so what she said is untrue. She was rude, arrogant and completely unreasonable. There is no reason our deposit shouldn't have been refunded due to the linens being dirtyBusiness response
09/04/2024
Thank you for emailing us and thank you for giving the chance to respond. I would like to know from the guest. Can they provide the date of the stay at the hotel and can they tell us if they have any proof of the payment that we got a charge because usually when we refund the deposit, we do provide the receipt the cash deposit received, and then we take back when we refund the money so in this case is the Guest has the copy of the receipt that we give her the deposit sleep the original copy then can you please tell the guy to send us the picture as well as I need to check the date and the checkout date so we can look at the detail all the reservation number so we can take care of this issue properly after we get a more detailsThank youInitial Complaint
10/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When my son booked this hotel off Priceline, we were hoping for a clean, quiet restful nights sleep. However, the rooms me and my girls stayed in was not of the sort. If I would have looked at the room when we checked in, we would have went somewhere else, Lesson learned. We were in Salt Lake to have fun; Boondocks and then Fear Factor. When we got back to the hotel at midnight, my daughter noticed diarrhea stains in the walls in the bathroom, there was so much dust, dirt and even a gummy bear behind one bed, looks like it could be black mold along the calking around the trim of not only the floor but the bathroom sink. The web site has false advertising of continental breakfast however that is a lie. This room needs to be deep cleaned, needs to have someone that knows how to fix holes in the walls and needs to be sanitized. Then to top it all off, the noise that they allow early in the am is uncalled for. I would like a refund for both the room I stayed in as well as the one my son and daughter in law stayed in. As we were eating breakfast in the room, I seen that the sheet was put on wrong. Was so grossed out that I made the comment to my kids do they just save on laundry and flip the sheets over before washing them? Someone needs to go look at how dirty they are and shut them down.Initial Complaint
08/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a room using booking.com for 8-12-22 at Metropolitan Inn downtown in SLC. Upon checking in I realized the website mislead details and pictures of accommodations. I checked in and requested a top floor room for more safety. We took the elevator to the third floor which had a strong odor and no air, the outside hallway had trash including shopping carts filled with personal belongs. We went to the room to assess. Carpet was ripped, walls had dirt and dust, window was broken and taped with packing tape. Bathroom shower had mold and rust and paint peeling from shower walls and ceiling. I discussed with my husband options, we were only staying one night and leaving first thing in the morning, and it was already almost 5:30pm. We left our bags in the room and decided to walk to the car again and look around to check out safety of the area. We realized there was homeless sleeping on grass of property. We decided we felt unsafe and the room was not secure or clean, so we went to get our bags to request cancellation. We took the stairs this time and there was broken beer bottles and more trash on stairway. Our key to our room did not work. We ended up going to the front desk ( via stairs) from 3rd floor a total of 4 times for a new key each time, until front desk finally came up and confirmed it wasn’t working and then went and got master key, leaving us in the hallway. We retrieved our belongs, and I went to the front office and requested a full refund. The front office said they would if they could but they were not authorized since we booked through a third party. I explained very clearly why we were leaving and that we did not use the room, and he said there was nothing he could do. I have now followed all the proper steps through booking.com and they have said metropolitan inn has and had the authority to refund our money. They are claiming we “used” the room.This property is in my opinion falsely advertising a clean, safe facility and then refusing refund.Initial Complaint
06/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had never been to the area before and upon arriving I noticed several homeless people and drug addicts outside of the building. I canceled five minutes after checking in and was not given a refund. The Front desk clerk told me he would cancel it but the manager told me she was not able to cancel it. She also told me that she did not take my money, the booking agency did, which is a lie, and then she hung up on me. That was the worst customer experience I have ever received and I can’t understand why a manager would scream at a customer when they are just asking for a refund for a hotel they did not stay at. Don’t ever stay at this hotel. With the other complaints filed on the BBB as well as several other complaints through Booking.com about this hotel, this hotel should not be in business. Or at least should be run by someone who knows what they are doing and has a general idea of what is appropriate in Customer Service.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.