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:05/03/2025

  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.

  5/2/25, $531.84, ********** travel confirmation - Fri, May 2 - (Itinerary # **************) I talked to the ** of this hotel to inform her we were unhappy with the accommodations for many reasons. Told her we were willing to pay for one night because we came after check in already. Asked for the remaining nights to please be credited. She said she would not credit us and that we could leave but she would still charge us the full amount. ********* attempted to call and reason with her and she refused them also. Please assist with a resolution. Attached what I read about the return policy...We left at around 7pm on 5/2..

  Business Response

  Date: 05/15/2025

  Claimant came into the lobby hostile yelling in the managers face she demanded a refund after she had already checked in and was in the room for a few hours.  When explained that all modifications and cancellations were to be done 24 hours or more prior to the check in date she threatened to send her father on the manager. Policy is posted as they added the policy as evidence. Changes are to be done prior to check in date. Her reservation was for several days. All this is on cameras. She was given the option to move rooms to accommodate her needs she said she wouldn't stay for anything. They came back in tossed keys on table said they were going to claim fraud with the bank. 

  Customer Answer

  Date: 05/15/2025

  I am rejecting this response because: Not accurate and is an example of the accurate this business has towards its customers. Very sad.
  

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Terrible service, fake charges, dirty rooms, plumbing not working, 1.5hr check in process in hot smelly reception area, about 5 people came in while we were in line with complaints of room key not working, one women got a key to someone else's room and walked in on a kid napping. I was charged for a stain in the comforter that was already there. The manager refused to refund me and when I brought up all the issues he hung up. I then started looking at all the reviews and it looks like everyone has complaints and the manager leaves a fake apology on all the reviews with no resolution. The place looks nothing like the pictures online and nothing was upgraded.

• Initial Complaint

  Date:02/10/2024

  Type:Billing 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.

  This hotel property has charged me smoking fees of $150 on more than one occasion. We are NON SMOKERS who booked a non smoking room there on multiple occasions one in August of 2023 and again in February **** ********** we were charged for smoking in the room. There is no possibility of smoking in the room during the time we were guest there.I feel as tho this cant just be happening to me *************** is scamming money out of non smoking guest this way as the rooms all have evidence of previous stains and ***** in bedding etc..

  Business Response

  Date: 02/12/2024

  Dear BBB,
  
  We conduct thorough inspections of each room both before and after occupancy to ensure the highest standards of quality and service for our guests. In alignment with our commitment to transparency and fairness, we only levy charges for violations of our hotel policies upon obtaining three key elements: a signed agreement to our hotel policies by the guest, photographic evidence substantiating the violation, and direct confirmation of the violation by a hotel manager.
  
  Enclosed, please find photographic documentation of the violations that transpired during **************************** stay, all of which are date and time-stamped to coincide with the day of her departure. Additionally, we have included a copy of the registration card, duly signed by ************************, which enumerates our hotel policies.
  
  It is our hope that the enclosed evidence clarifies the basis for the imposition of charges related to smoking and damages incurred during **************************** stay. 
  
  Kind regards,
  
  Heritage Inn Express

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My boyfriend and I stayed at the Heritage Inn Express in Roseville Ca on 12/13/2023. I gave a deposit of $100. The following morning as we were leaving I stopped by the office. The day manager was present and training another person. I asked that our room be checked out so I would be sure to get my deposit back. I was told they do not normally do this but as Id asked she would have the laundry guy check the room. She contacted him. He checked the room called her back and said no problem with room. She then assured me my deposit would be returned to me. After waiting for about 10 days I called the Heritage Inn. I was pit on hold, after telling the reason for my call. After approximately 30 minutes, the phone was picked up and asked the reason for my call. After being placed on hold again I was told they were very busy and would have to return my call. I waited another day or so, and called again. ******* answered the phone and said he would check on the matter. He came back on the phone and told me there was a problem and I would not receive my deposit back. I was quite shocked and asked why. ******* said something about damage to the room. I told him about my stopping in the office the morning of my departure and had been reassured I would receive my deposit. ******* told me he was the only person who could decide that. I said the day manager did. He said there was no day manager. Then when I explained the woman told me he said she hadnt been there in the day I checked out. I said she was. Training someone in fact. He argued a bit more said the sheets on my bed had ***** matter on them. He said he had videos of ********* boyfriend in the office messing his pants. He sent an email which said TEST only. He sent a pic of the website. I asked for his supervisors info. It was never given. ******* then sent pictures of 2 sheets that appeared to have pale yellowish stains. Then told me it was urine on our sheets. He is lying and has kept my deposit. I am so upset.

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a stay online and paid for the room and pet fee. The deposit was to be collected at check in by the hotel. They asked for my card and told me it was for the stated deposit. When I got back to my room and checked my account later it showed that they dishonestly and WITHOUT ANY NOTICE charge my account first $45 then the $50 for the deposit. They tried to claim that I was paying the "pet fee" however it was already paid for. I proved to them the price difference paid and they refused to refund it even though it was NEVER AUTHORIZED or even told to me they were going to charge my card. I wanted to extend my stay 2 days and they told me I had to put down another deposit and that I get the deposit back 3-5 days after checkout. Now 2 weeks past checkout and I have not received EITHER of my TWO $50 deposits or the $45 unauthorized charge they put on my card.

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  A booking was made through Priceline on 9/15/22 for two nights. Arrived at the hotel that evening ~6:30pm. Attendant claims the reservation does not exist in their system and to call Priceline. We left.Called Priceline same day. ********* confirmed the booking on their end and attempted to contact the hotel. No answer. Priceline was then supposed to offer a refund after confirming with the hotel within two days.After one day, we received a notification that only one of two nights would be refunded due to a no-show. ********* told us to contact the hotel. The hotel refused to help in anyway, claiming we did not have proof that we were refused service on 9/15.The hotel does not have management available to speak to in the two attempts we made to call. The person answering the phone would not offer any help. Simply put, this hotel has taken our money by falsely marking us as a "no-show" due their to lack of bookkeeping. Our attempted check-in was never recorded. Staff refuse to help. We are disputing this charge with our credit card company because it is fraudulent.