Complaints

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.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 checked into this hotel on Dec 22 2024 and checked out on Dec 25 2024. For the first two nights I stayed in room 114 The mattress in room 114 had a bad odor that I noticed whenever I was in the bed. After being disturbed by this for 2 days I pulled back the sheets and found it was coming from a big yellow stain near the headboard, under the sheets and on a mattress protector. It smelled like dog pee and was so strong once exposed that I almost vomited. I asked the woman at the desk for a new room and explained why. She argued there are no dogs allowed in the hotel, the smell must be coming from the floor, not the bed. After insisting there was indeed a stinking yellow pee stain on the mattress, she moved us to a new room. Staff did nothing to address the bio-hazard however. They covered up the pee stain with new sheets and made up the room to be rented again. I know this because I left some food in the fridge and was let back in to look for it. The bed had been remade, so I pulled back the same corner and smelled and saw the same pee stain. There's no way the cleaning crew didn't notice the stain and the stench before and after we stayed in that room. Clearly Travelodge staff has no concerns about putting people on a pee soaked mattress which is awful, but what's worse is you can't even contact management about it. I asked the woman at the desk for a refund and she said there was nothing she could do and gave me a business card to contact the manager who does not work on site. I called and got no answer and could not leave a voice mail because the box was full, I wrote an email and never got a response. I contested the charges for the first two nights (the nights we were in room 114) with my credit card and so far Travelodge has disputed the case stating that I didn't cancel per their policy. I'm requesting the refund because they had me sleeping on a bio-hazard. Their cancellation policy is not relevant to this case.

  Business Response

  Date: 03/27/2025

  The issue with this complaint is that we inform all guests upon arrival to inform us of any issues immediately so we can fix the issues right away. The guest stated that the bed was urinated in after already being in the room for two days so we did move them right away. The issue is they came after two days to state this, and we have no proof of if it was prior or them that had done this since she stated she noticed it the first night and we should have been informed right away to fix this issue if this were the case. After speaking with the housekeeper which was the same person which cleaned the room before their arrival and during the total stay, she stated that when changing the bedding prior there was not identification of someone urination on the bed prior to this guest's arrival and the housekeeper's do strip the beds down to the bed pad so they would notice this, after the guest had moved the room the supervisor inspected and confirmed that it had been urinated in at that time. When we were informed of this issue, we did do our due diligence and move the guest as we state in our comfort policies, we would fix the issue at hand right away as long as the guests give us the opportunity to do so. We will not give a discount if nor refund if we are not given an opportunity and get informed the day of checkout since they did not give us a chance to fix the issues at hand.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23042484
  
  I am rejecting this response because: I notified staff as soon as I detected where the smell was coming from. I did not report it the first day because I hadn't determined what the smell was until the 2nd day when I got so sick of smelling it I decided to find it. You are implying that I peed on the bed because staff would have seen it prior to check in and remedied it. Not only did they leave it that way before I occupied the room. They left it that way after I occupied the room and alerted them to the problem. I was allowed back into the room to look for left food in the fridge, and I pulled back that same corner to find the same stinking pee stain on the mattress pad. Your staff knows the mattress has pee on it and they do not care. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/14/2025

  As stated, whenever there is an issue as long as it is brought up as soon as it occurs, we will fix the issue right away. The housekeepers do strip the beds down to the bed protectors and wash all items so for the bed to have urine prior is difficult for us to understand how and why it was missed. We did mover the room as soon as we were given the opportunity, we do our best to make sure all guests have their issues fixed as proficiently as possible. The staff member which cleaned the room has been with our property for over 16 years and have never had an issue like this occur prior, so it is difficult for me to for see her overlooking such an issue.

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On September 1, 2024, I, ****** *******, stayed at a ****************** with ***** *******. At check-in, I ( ****** *******) provided a debit card for a $100.00 security hold. The clerk also inquired if we needed parking, and we declined.However, I later noticed a charge of $140.00 on my debit card in addition to the $100.00 security deposit, totaling $240.00. When I called the hotel, I was informed that this extra charge was for parking and damage to the hotel room.During a conversation with clerk Shcihi, I was told there was no damage to the room and issues with parking. I explained that we were instructed to park on the street. Shcihi then put me on hold and claimed that towels were missing. I assured her that the towels were left in the room when we checked out. After another hold, she mentioned that there was a mistake and I needed to wait for her manager, **** Backs, to return because it involved the wrong room.Additionally, ***** ******* was charged $150.00 for his room, while I was charged $240.00 for damage and parking. This resulted in a total charge of $390.00 for the room, including the disputed fees. I would like a Full refund of $240.00

  Business Response

  Date: 10/14/2024

  Thank you for bringing this to our attention. I just received this letter and am sorry to hear about these issues. I would need more details as I would have to look up this guest's information and see what had occurred on my end. The guest would have to give me their stay dates and last four of the cards which had the transactions on them please.