ComplaintsforMicrotel Inns & Suites

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a reservation to stay at Microtel by ******* in ********, ** 10-14-22 thru 10-16-22. Upon arrival, I felt very ill at ease. I checked in with the clerk taking the room key and went to the room. The walls were paper thin, it was small 2 big things though- very loud guests (make) and the flimsy deadbolt that was attached to the door between my room and and another( adjoining- that I was unaware of at registry). This caused my ill ease and anxiety to heighten. I went back to the front desk and told the clerk I was cancelling the reservation and left. I called Priceline the agency I had booked through- an ordeal of first automated then account support and no assistance. After speaking to an account specialist I was told that an exception would be sought since I didnt stay at the hotel. Nothing but a run around. I was in ******** for a special event and had to stay the weekend. Luckily, at great unexpected expense I find lodging nearby. I should not be charged for a stay that had to be cancelled because of my safety. Reservation#**************. Priceline and Microtel have stolen $380.00. I want a full refund.

  Business response

  10/21/2022

  Hello ***************,

  We sincerely apologize for any inconvenience caused at the hotel. However, Your reservation made thru Priceline was non refundable non cancellable due to special event football weekend. As per clerk, you have stayed in the room for more than 30 minutes and then came to front desk to cancel reservation. we could offer different room but your decision was to cancel and check out from the hotel. We can not issue full refund as per policy but as courtesy, We can refund first night for your reservation but 2nd night will be fully charged as per policy. 

  Again, I apologize for any inconvenience you had during your stay.

  Thank you

   

  General Manager

   

   

   

   

   

   

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I had a reservation to stay at Microtel by Wyndham in ********, **. Upon arrival, I felt very ill at ease. I went up saw the room. The walls were paper thin, it was small.... 2 big things though: VERY LOUD male guests and the shoddy deadbolt that was supposed to make me feel safe between my room and another. I went back to the front desk and informed the desk clerk I was not staying/cancelling the reservation and left. I called Priceline and that was an ordeal. Finally, I was told that they would seek an exception and I would then receive a response by email in 2 days. I did not receive an email- checked spam. Therefore, I called them. Nothing but the run around. I was in ******** for a specific event, Jr. *** ********* Section Fall Finale, a tournament my daughter was in and had to stay the weekend. Luckily, and at great expense I found lodging. I should NOT be out for a stay that had to be cancelled. I did NOT feel safe at/in the Microtel. Reservation # **************. The Microtel and Priceline have stolen $380.00 as I did not stay! Again, I did not stay at the Microtel because I felt unsafe. I drove two and a half hours and expected what the Priceline ad advertised: a safe and secure modestly priced lodging close to my daughter's two day tournament. When I booked I did not know about a football weekend-nor was it advertised as such. Irregardless! I did not feel SAFE. I did not want, nor was I offered another room. This company merely wants to not refund what it is NOT entitled to. Services were not rendered. Policy is what they make it; in this situation personal safety is the situation and that is what policy should afford a customer, personal safety. In regards to refunding the first night as a courtesy, that is absurd considering the few minutes I was there, that they did not deliver what was promised, and that I at that late hour had to scramble and either luck out and find an accommodation or have to drive two and a half hours back home. I DID NOT stay Saturday and I doubt if it were such a busy football weekend that they were unable to readvertise or accommodate another  party/person with my vacated space. Apology- is customer is always right, how can I make it up to you, I'm sorry you were not at ease in the hotel, we will address concerns....... Right is right. Bare minimum: Keep Friday night and fully refund Saturday plus tax. I am out 2 days at a safe, comfortable hotel in addition to the theft so far of Microtel/Priceline.
  
  Regards,
  
  *************************

  Business response

  10/30/2022

  Hello,

   

  As we said earlier, You stayed in the room 30 minutes and came to the front desk to cancel the reservation as you are not staying. We could offer you different room but you already decided that you did not want to stay. We follow priceline policy as it was non refundable non cancellation but as courtesy, we can refund 1st night (friday) but we can not refund 2nd nights as your reservation hold your room for friday and saturday which we could sale in so advance. 

   

  So again i apologize but our decision remain same as we can refund 1 night (friday). If you agree with this offer let us know so we can process refund to priceline and priceline refund to you for 1 night only. 

   

  Thanks

   

  Sincerely

   

  General Manager

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear in prior response from the hotel.

  Again, I state because I did not feel safe I left. Had I felt safe I would have stayed and a room was not the issue. Thirty minutes unlikely, but regardless, Safety is the concern here. You have not acknowledged that. The first night though I contest payment is minimal, but to be charged when I was not there at all is absurd. Your company should be apologetic and exhibit best practice in trying to improve safety in/of your facility. I am owed the entire stay in refund. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 23, *************************** the hotel my baby had a pamper on, however her pamper could not contain everything she pushed out her little body so the bed sheets got soild, and upon asking for new bed sheets the front desk worker named ***** greeted me with a disrespectful attitude. I asked the **(front desk) what I could do with the bed sheet, I told her I could bring them to the housekeeping room or if she wants me to throw them away I wasnt sure what to do! She said you want you to clean it up yourself because I dont know what you want me to do about it! I said where shall I take the dirty bed sheets and she did nothing, she didnt want to give me bed sheets! I asked for a big blanket and she started to **** and puff as of a blanket was to much to ask for, she handed me a bed sheet and said here this is all I can give you! I told her I need and blanket not a sheet ,, and pointed to a stack of clean blankets and said is there anything wrong with that blanket, and she said no but if you want it here you go and threw it at me! I also told the same ** worker that the ice machine on the 3 floor needed to be cleaned because there was black stuff in the ice and she said she would take care of it! However 3 days later the ice is still having black specs in it! Also when my husband went to the hot tub he told the same ** worker the light in the pool area was not working or needed to be turned on, she wanted to be argumentative and said I dont think the light is off its never off feel free to enjoy the pool! After about 20 minutes she realized the light was off and she asked my husband why he didnt say anything! He said lady you were on your phone at the ** I thought you heard me talking to you, you told me the light should be on, she went into the employee area and turned the light on! ***** the ** worker is always on her cell phone on FaceTime behind the ** with all Credit card information I doubt shes sharing it, but lets retrain her on what not to do! Ok

  Business response

  03/25/2022

  Helllo *************, 

  We already have this concern raised with wyndham and we responded with apologize via email. I already talked with front desk person about your concern and she will apologize for everything when she return to work saturday. I apologize again about inconvenience and about ice machine. however, we have scheduled ice machine cleaning next week by company. i just want to inform you that you are not registered guest with hotel, you are just visitors to your family. You should not allowed to use pool with kids due to liability as visitor for the hotel.
  

  Again, i apologize for any inconvenient.

*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. ↩