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:07/21/2024

  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.

  I wrote a longer statement below, but to keep this shorter: I was attending a conference at the ********************** in **********, **. I had booked three nights (7/15-7/18), but the hotel had an engineering issue with their room and without asking me, relocated me to the Comfort Suites in **********. I was given a letter saying the Omni would pay for my three nights at the Comfort Suites. However, I was charged $557.43 by Comfort Suites as they claimed Omni never paid them; **** claims that Comfort Suites does not understand how to send them the invoice. I've been back and forth many times between them and each side blames the other. They have wasted my time and energy with their inability to resolve payment between themselves. I was informed by a front desk person at Comfort Suites that other guests have not have refunds made this year, and she encouraged me to file a complaint with the BBB asking for compensation from Comfort Suites. As of now, I was not sure what to do, so I did call my credit card and explain the situation and asked to have the charge removed. I still wanted to file this complaint and maintain my refund request because I am concerned that Comfort Suites will try to dispute the claim or just continue to not work out the invoice with **********. Honestly, I would like to also complain about the ********** for not resolving the issue with Comfort Suites and placing it on me when I was not consulted as a customer about being moved to another hotel. Which does not even seem legal to me. I am very dissatisfied with management at both hotels at this point. I also want to make sure that other guests who are waiting for refunds (another conference attendee too) receive refunds. Thank you, *****************************

  Business Response

  Date: 08/13/2024

  On August 5th, 2024, someone from our management team did reach out to Mr. *************** It was explained to him, that the ********** walked his reservation over to our property due to Omni was sold out.  The ********** did not provide any type of payment for ************************ stay, so our front desk staff did charge his card for his stay.  All the receipts along with the paperwork have been provided to the ********** so that property may pay for his stay with us.  When payment is received from the Omni, we shall refund Mr. ********** card.  I believe also that ******************** has been in contact with someone from our management team. 

   

  thank you 

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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 had a reservation to stay at Comfort Inn in ********** on April 6. We ended up coming a day early, so we arrived on Friday April 5th and when we arrived my friend that was with me went in and paid cash for the stay on April 5th. The reservation I made for April 6th was prepaid online when I made the reservation. On Monday, April 8th, I was charged for an additional night. I spoke with someone at the comfort Inn in ********** on 4/8, 4/9 and 4/11. The person I spoke with on 4/9 told me that she would forward all of the info to her revenue manager and he would get it taken. I heard nothing. When I called back on 4/11 ****** gave me revenue managements email. I emailed them the same day. Never got a response. On 4/16 I filled out a contact form online for customer support @choice hotels. 4/17 they responded, stating I would need to contact the hotel directly and said they forwarded the comment to the hotel as well. (Comment number ********) On 4/19 I too emailed the hotel directly as instructed. I got no response. 4/25 I emailed customer support again. 4/25 customer support responded, however only restated that I would need to contact the hotel directly. 4/29 I emailed the hotel again. I heard nothing. 5/4 I emailed revenue management, the hotel and customer service, informing them of my intention to file a complaint.