Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally complain about my recent stay at the Surestay by Best Western North SeaTac Airport. During my visit, I encountered serious health hazards, including mold in the bathroom, which I believe contributed to a severe infection that required three weeks off work. Additionally, I discovered multiple bites on my body after sleeping in the bed.Despite notifying management, they only offered assurances of future improvements and denied my request for a refund. This lack of accountability is unacceptable. I urge the management to take immediate action to address these health concerns and reconsider their customer service policies.I look forward to your prompt response regarding this matter.

  Business response

  09/27/2024

  When guest stayed at the hotel no mention of any issues was ever brought to the attention of the management or staff at the hotel.  We did not receive any complaints until guest checked out and filled out a survey of the incident in question.  Upon notification of the complaint management inspected room thoroughly and found zero evidence of bed bugs or mold.  At that point an apology was issued to guest for any inconvenience they may have experienced..  We at the SureStay take issues seriously and will do what it takes to correct any legitimate issue we have.  Further, we spend over 10k a year in the prevention of bed bugs and other pest to be able to survive in hotel in the event a guest brings one in.  Our rooms are inspected regularly and treated for this very reason.  Guest then proceeded to try and dispute the credit card charge stating (on the dispute form) that the did not even stay at the hotel due to issues. This is not true.  Guest checked in early in the morning of arrival, entered in the room multiple times during the day and even the next day indicating that they used the electronic key that records every time it is use.  These keys are specially encoded at the time of check in and that key issued to the guest was the one used to open the door to the room at all times during the stay. When the credit card company dismissed the claim guest continued to call hotel and threaten with suits and complaints with the BBB and FTC (?)  To date, we have had zero complaints before or after this guest use of the room of any of the issues they claim to have had.  Guest claims that management offered a refund (not true) via email even tough they cannot provide the email stating that.  At this time we are standing by our decision and will not refund any monies to guest.

  Customer response

  09/27/2024

   
  Complaint: 22335138
  
  I am rejecting this response because:
  
  

  I want to clarify the circumstances surrounding my experience and why I believe my concerns warrant serious attention.
  Firstly, I did not complete a survey after checkout because I felt it was more important to address my grievances directly with corporate. During my phone call to the corporate office, I explicitly communicated my dissatisfaction and was assured that my concerns would be relayed to SureStay. I also promptly shared evidence of the issues I encountered, including photos of my swelling, marks on my body, and the unsanitary conditions of the hotel.
  The state of the hotel was unacceptable. The outdated appliances and pervasive odors contributed to an experience far below the standards I expect, especially given my significant annual investment in your brand. I feel that this situation has not been adequately addressed, despite my efforts to communicate with your team and my credit card company about my nightmare experience. I did not say a manager was refunding me. I told my bank I will be dealing with them to get my money back. They advise the company is responsible for refunding my money. 
  Furthermore, I want to emphasize that I did not threaten the manager; I expressed my intention to take further action if my concerns were not resolved. I believe it is my right to report the matter to the appropriate authorities if necessary.
  I urge you to reconsider my complaint and address the serious issues I have outlined. I hope to hear from you soon regarding a satisfactory resolution.

  Also, if you go online they have numerous complaints about people having horrible experiences and how disgusting the place is. Reviews and peoples personal experiences doesnt lie. 
  

  I have my proof and evidence. 

  Sincerely,
  
  Kivene *****

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reserved a hotel room through Priceline for this hotel which is listed as having 3.5 star reviews. The hotel on their website claims to have top notch cleaning and renovated rooms. The pictures look clean and the rooms look nice/ updated. The hotel room I stayed in was NOTHING like the pictures. The room did not have working air conditioning. I tried to take a shower that night and also in the morning and it did not even have hot water. There was hair and stains all over the bed and sheets. There were rust stains all over the shower and bathroom floor. There was a group of approx **** foreign men standing outside the hotel building I was put in (I had to walk past them by myself to get to the other building my room was in in the dark parking lot). This was an extremely scary and disgusting experience. Im not sure what they are doing to get favorable reviews to be able to charge higher prices. But it is false advertisement on what they are claiming and pictures they show online and the service/ product they are providing. Having basic things like hot water or working AC is not even something they are providing. I have pictures to show the filthy and disgusting conditions of their room. The ice bucket also had some sort of ashes on it? I dont know exactly what it was.

*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. ↩