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:05/21/2025

  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.

  March 23 I booked a room for 2 nights. May 13 - May 15. When I arrived, the hotel employee said that they had no reservations and no vacancies. It was necessary to make an advance payment so that the room would be assigned to you. We were forced to look for another hotel. The next day they wrote off 154.36 dollars from us, as if we had canceled ourselves, but not on time. I want this amount back to me, because I did not cancel, and arrived at the hotel on time. I have proof that we spent these 2 nights in a hotel that is nearby.

  Business Response

  Date: 05/21/2025

  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** ********** at the Baymont property in Jacksonville, FL.

   To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 24, 2025. As a company, we’re committed to delivering a great experience with every stay with us. (Reservation shows booked April 13-April 14.)

   If for some reason this concern is not resolved, please contact me directly at  and I will personally help address the guest's needs.
  
  

  Customer Answer

  Date: 05/27/2025

  I attached another document confirming that on April 13 I spent the night in a hotel that is nearby, because I was not allowed into the hotel about which I wrote a complaint. 

• Initial Complaint

  Date:05/02/2025

  Type:Delivery 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.

  Date of transaction: stayed at Developer Inn and Suites by ****** from 04/28/2025 thru 05/01/2025.
  
  Amt paid: $233.47
  
  The Hotel should have provided a clean room to sleep in and a full complimentary hot breakfast.
  
  Hotel room had dirty stained blankets and floors that were dirty with dead bugs swept into a corner. The hotel also failed to provide a full hot breakfast each morning. The hotel room was also not stocked with extra basic necessities such as toilet paper.
  
  The business has actually already responded and refused to do anything about the issue.

  Business Response

  Date: 05/02/2025

  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ******* at the ******* property in Jacksonville, FL.

   To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 4, 2025. As a company, we’re committed to delivering a great experience with every stay with us.

  We have sent this back to the property for further review.  

   If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  On March 14th,2025 between 8:15-9:30pm I was walking to the door to check in when I tripped and fell on the concrete. Some of the customers ran to my aid to help even the front desk lady came out, it was a severe fall but didn't observe any pain at the moment. The following day it was painful to even get out of bed, so I had to go to the ER but stopped at the front desk to report and a lady at the front desk received my statement while on the phone with someone and the EMS was called but because my husband was able to drive to the hospital, they allow his to take me instead. When I got to the hospital I was given pain medicine immediately, because the pain was so bad. I hospital did x-rays on my back and right wrist. I diagnosed with a strained wrist and back, bilateral knee pain. I was prescribed some medication. I have tried to reach out to corporate but keep getting the run around and the general manager (******* *******) just told me that the incident was never reported. She also said I couldn't have the number to their insurance company without a lawyer, but I know Florida I'm not required to have a lawyer to file a liability claim. I really feel like this hotel has no integrity and does not want to take responsibility for this incident. The worst part is that instead of celebrating my daughter for her birthday, I was in the hospital.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 arrived the evening of Monday August 26, 2024 roughly around 730pm after paying 525.06 to hotels.com. I dropped off my things at the room and left right back out to be with my family. I returned to my room late and fell straight to sleep. When I woke up, as I got prepared to shower I noticed there was hair in the shower that came off the shower head when I turned it on and hair on the floor. There was a big stain on the floor is in front of the toilet. There’s a purple fingernail and visible dirt on the floor. I complained and was told the GM would be available tomorrow. Although I was upset I was willing to tough it out until the next day with hopes of a resolution. That went out the window when later that night (Tuesday August 27, 2024 at approximately 1145pm) I stood up from sitting on the bed and stepped on a roach and felt the crunch. While I was getting my things together to leave I saw a baby roach on the bed.
  I spoke with the assistant manager and let him know I’m ok with paying for the night I stayed and he said they can’t refund because I booked with a 3rd party (hotels.com) but wouldn’t mind if the 3rd would refund them. I called the 3rd party to let them know and they called to the same manager and he told them no.
  The most frustrating part of this was calling the general manager the following morning after leaving at 1am and him telling me he inspected the room and saw nothing wrong. I politely said I see where this is going, there’s no way you don’t see a dead roach, purple fingernail, stains by the toilet, or hair but the camera caught it. I have the pictures for proof and will be sharing with the Better Business Bureau. He said ok and didn’t remotely care to remediate the situation.

  Business Response

  Date: 08/29/2024

  Mr. *******

  We were not aware that you had any complaints regarding your room until you had left the property and called Wednesday morning.  Once we are made aware of a problem or concern, we either address that issue or provide a completely different room.  If you had called or come to the front desk to speak with me on Tuesday morning, I would have ensured any problems were resolved by either having your room recleaned or moving you to a completely new room.  When you had spoken with our operations manager Tuesday night, you had asked about checking out early due to your plans changing and getting a refund for the unused nights.  You had no complaints at that time about your room.  He stated that because it was a prepaid non-refundable reservation, that would not be possible.  After you had left the property and called Wednesday morning, I personally inspected the room, and I did not find any issues with the room.  I did not find any pests alive or dead. 

  Customer Answer

  Date: 08/29/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I have picture proof to go with my complaint and the manager is trying to make it sound like these problems never happened which implies that I’m not being truthful which makes me further question his integrity. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/29/2024

  Based on your picture, it looks as though you moved the bed over which revealed what is in your picture.  If that is the case, our housekeepers do not move the beds over during their daily cleaning nor does any other hotel.  That is something they do during a deep clean.  If you had made this complaint during your stay, we would have either moved you to a new room or have our housekeeping do a deep clean on the room you were in which-ever you had preferred  Your reservation is not due out until Sunday, if you wish, you may return and finish your reservation for the last three nights.  We will even upgrade you to a suite.

  Customer Answer

  Date: 08/30/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I did not move the bed and there was visible dirt in more places than just by the bed. There is clearly no accountability and any excuse will be made to not have to rectify the situation and offering another room when there are roaches present is not rectification. I have provided five pictures, there shouldn’t be anything further to discuss.  What is the excuse for the roaches? I’ll answer, there is no excuse. The employee at the front desk said that may happen sometimes because I was staying on the first floor as if that is suppose to make me feel better. How can you ask someone to come back when your establishment HAS ROACHES??  What about the hair, dirt and debris on the bathroom floor? What about the stain in front of the toilet? You are gaslighting me to the highest degree and I would sleep in a car before I ever step foot on the premises again.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/30/2024

  All of our front desk staff and especially the manager you said you spoke with well document all guest complaints and we work to remedy any problems then and there by either providing a different room or having housekeeping reclean the room.  The matter of fact is you did not issue any complaint regarding your room until after you left the property and I believe you looked for reasons after the fact to complain about in an attempt to get your money back when you did not intend to stay the full reservation anyway.   As ***(our manager) noted he did speak with you regarding your desire to checkout early due to a change in plans, he expressed to you that the reservation was non-refundable, and any unused nights would NOT be refunded.  Your room did not have roaches as I inspected the room after you called on Wednesday to make your complaint(after you left the hotel).  My offer to come back to the property still stands for the remaining two nights.  As I stated yesterday, we will upgrade you to a suite.  If you have any problems, you may see *** as he is on duty tonight until 9pm.

  Customer Answer

  Date: 09/03/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  My complaint was voiced before I checked out and I was told I could call the GM the following morning. It is very convenient for you that my complaints aren’t included in what is documented on your end but the pictures are there on my end along with me saying I did complain.  When you and I spoke on the phone, you told me you inspected the room when you arrived that morning, now you are telling me you inspected it after our phone call, only one of the statements can be true.  Either way, which ever excuse you choose to stand by, the fact remains that I provided pictures of my complaints and one of those pictures is a roach so if you didn’t see it then someone cleaned the room before you got there but the proof is still there and not debatable.  Today is Tuesday and my checkout was supposed to be Sunday, which you are well aware so to offer to come back today is an insult to my intelligence. Also despite the fact that I wouldn’t come back to a hotel with roaches, you didn’t offer this upgrade when we spoke on the phone when I said I was going to the Better Business Bureau, nor did you offer any other remediation.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/04/2024

  When you called the first time on Wednesday, morning, I was in a conference call so our front desk agent told me about it when I was done with my call.  I inspected the room at that time as we had no notes or information of a complaint by you.  The housekeeper had just finished cleaning the room and I did not see any issues with the room.  No dirty and no bugs dead or alive.  You state the room was left dirty like that from the previous guest without having to move any beds.  If that were the case, I would see the same problems again as it was the same housekeeper who cleaned the room that day as previously.  All our rooms are cleaned and inspected by a supervisor between every guest.  If there was live roach activity in the room, I would have seen that or signs of it as the housekeeper would have as well.  Our rooms do not have roaches, however, it is possible for a bug to come in through an open door.  The picture you show appears to be of a dead bug so your claim of not wanting to come back to a roach infested hotel is false.  When I spoke to you over the phone, the only solution you wanted was to get a refund, you had no interest in coming back to the hotel as you claimed it was a roach infested property.  After I told you a refund was not going to happen, you quickly hung up the phone on me.  Now that your checkout date has passed, there is no solution left for me to provide.

  Customer Answer

  Date: 09/05/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: What you are saying makes no sense. I checked out because of a problem I have proof for and yet there’s no notes for it, that falls on your staff. I have pictures so I did my part.  If the housekeeper cleaned the room before you inspected of course you didn’t see any issues. Why would you see anything if they cleaned up? If the picture shows proof then how is my claim false? You are finding any excuse you can to defend your roach problem. Now you’re insinuating that a roach came in because I left a door open which would also be false. You’re claim that I hung up quickly after you saying no refund is also false. You didn’t offer any solution at the time of the call you just denied that anything I complained about and said you didn’t see it. I hung up after I said will contact the BBB with proof and you nonchalantly said ok, once again never offering any kind of solution.  I want a refund for the remainder of my unused stay due to dirty room with roaches. I understand you don’t want to refund but it is the right thing to do.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/18/2024

  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 January i forgot my ***** watch on my room at developers inn. Employee ***** called me to ask if i had forgotten something in my room to which i stated it was mu ***** watch. After describing him the special bracelet it had he told me that he had it there and he was going to send me a form to completed and charge me the shipping cost. He send it on 1/9/2024 (his email was titled ***** watch) and i completed the form and send it back on 1/16/2024. After this i have called various times and sent emails asking for a status and nothing. Now the GM **** ******* states that they never had it and there is nothing that can be done. Obviously he is laying and i can prove that easily I request a replacement of my property to include the special bracelet asap. If this doesn’t get resolved quickly i will take any legal action necesarry.

  Business Response

  Date: 07/23/2024

  Good morning Mr. *****,

  I was only made aware of this when you called and we spoke two weeks ago.  Our system showed you checked out with us on January 4th which was more than 6 months ago.  As I told you over the phone, I was the one who sends off lost and found items to the guests who forget them and items of value are typically brought straight to my attention.  I have had no knowledge of this prior to when we spoke two weeks ago.  I did speak to ***** and he does recall speaking to you about a watch but that it belonged to someone else who returned back to the hotel to pick it up.  Therefore, we never did have your watch in our lost and found.

  Customer Answer

  Date: 07/24/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Mr. ***** called me to inform me that item was left in my room when i checked out the employee that found it was so honest to return it to the pertinent staff. Is a shame that it then falls into hands that just take improper actions. I reviewed and the manager has a lot of complaints for dishonesty and rudeness. I want my property back or refunded for it. 

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/24/2024

  Mr. *****,

  We did not have your watch to begin with.  The watch we did have belonged to a different guest and was returned back to that guest.  There is no reason for us to issue the compensation or reimbursement you are demanding.

  Customer Answer

  Date: 07/29/2024

  I spoke to the same employee ***** and he informed me that he remembered a little bit about the call he did about the watch and refused giving it to another guest as the manager indicated. I told him i even had his emails which he asked to show them to him which i did. Can i take legal action against them?

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair 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.

  Our family was taking a cruise and decided based on photos of the hotel rooms and pool to stay at ********* ***, **** ******* ** ************ **. We planned to check in early afternoon on June 8 for a one-night stay and spend time in the pool relaxing after a long drive. We checked in and asked where the pool was located. The Attendant said the pool is out of operation. I said what? How long has it been down? He paused and said for quite a while. I got the room cards and pulled to the back and got a real shocker. It looked like a homeless camp, people everywhere. It looked very unsafe. I went to the room with a large crowd staring, walked inside and right back out. The chemical smell was very strong inside. I drove back to the office and returned the room cards and asked for a refund. The attendant said no refund, you need to contact your booking agent about that. I contacted booking.com and they turned it right around and said contact the hotel. This property is not as advertised, and I would like a refund.

  Business Response

  Date: 06/18/2024

  Good morning,

  I apologize the pool was not open during your stay.  In fact, due to state requirements and regulations, we have not been able to open the pool since we opened more than a year ago.  For that reason, we have omitted the pool as an amenity on booking websites so we are not advertising that the pool is available.  Our cancellation on a standard reservation is 24 hours prior to arrival.  The reservation you have booked is a prepaid non-refundable booking which means it is not refundable at anytime after making the reservation.

  Customer Answer

  Date: 06/18/2024

  If I attached the two files properly it shows on my booking.com receipt that I have up to 24 hours before the 6-8 to cancel. So it was not an absolute no cancel policy. I didn't know the information until I arrived about the safety concerns in the parking lot, about the smell inside the room, or the pool closure. Regarding the pool closure for a year why would you still have photos of the pool on your website other than for pure deception. I am not satisfied with this response to my complaint. The hotel knows everything I have stated is true. It is wrong to falsely advertise your product and expect the consumer to pay the price for it.

  Customer Answer

  Date: 06/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  If I attached the two files properly it shows on my booking.com receipt that I have up to 24 hours before the 6-8 to cancel. So it was not an absolute no cancel policy. I didn't know the information until I arrived about the safety concerns in the parking lot, about the smell inside the room, or the pool closure. Regarding the pool closure for a year why would you still have photos of the pool on your website other than for pure deception. I am not satisfied with this response to my complaint. The hotel knows everything I have stated is true. It is wrong to falsely advertise your product and expect the consumer to pay the price for it.

  
  

  ****** ********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/18/2024

  Good morning again,

  You sent a photo of the pool and that is exactly what the pool looks like.  We had been waiting on the state requirements before being allowed to open the pool so it has been cleaned and maintained and looks exactly like the photos.  As I stated previously, we do not have the pool as a listed amenity to avoid confusion.  As far as the cancellation, you said you wanted to cancel on the day of arrival and even after checking into the room which is not allowed and is reflected on the documentation you have attached.  I also do not have any notes or communication regarding any complaints by you or requests to cancel so our system shows you stayed the night of your reservation.  There will be no refund offered.

  Customer Answer

  Date: 06/18/2024

  My point on the pool photo is the hotel has said the pool has been out of operation for a year. Why during that time would they not remove the photo of the pool. Deception! As far as check in, the front desks knows that I was gone less than ten minutes to drive to the rear of the building step inside the room and right back out of the room. I immediately went to the front desk gave the two room cards back to the same attendant that checked me in and explained why I could not stay there. This company knows for certain that I did not stay there. I left almost immediately and checked in at the ***** ***** in less than thirty minutes in a room that I could actually breathe in. The right thing for them to do is to refund my cc for the things they control that caused me to not be able to stay there.

  Customer Answer

  Date: 06/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: My point on the pool photo is the hotel has said the pool has been out of operation for a year. Why during that time would they not remove the photo of the pool. Deception! As far as check in, the front desks knows that I was gone less than ten minutes to drive to the rear of the building step inside the room and right back out of the room. I immediately went to the front desk gave the two room cards back to the same attendant that checked me in and explained why I could not stay there. This company knows for certain that I did not stay there. I left almost immediately and checked in at the ***** ***** in less than thirty minutes in a room that I could actually breathe in. The right thing for them to do is to refund my cc for the things they control that caused me to not be able to stay there.

  
  

  Regards,

  
  

  ****** ********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/18/2024

  If there is something wrong with the room, we provide an alternative room.  A complaint was made through regarding a smell of the room, not to the front desk.  This was stated through booking.com and you made a request to cancel.  The request to cancel was denied as cancelation on the day of arrival is not allowed.  Housekeeping inspected the room that was provided to you and found no odors or anything wrong with the room.  Again, no refund will be provided.

  Customer Answer

  Date: 06/18/2024

  I will say this and I'm done. The ***** man at the front desk knows the truth and I have a witness that heard what I told him. I sent a message to booking .com after all was done and I had left ********* ***. My first complaint was to the attendant at the front desk as I returned the key cards. These people are very dishonest. They claim I stayed there overnight but then housekeeping verified no odor so they saw we didn't stay there. The key cards were turned in at the front desk within minutes of my initial arrival and they know that. This company is running a scam and I'm just getting started on getting money returned. I am not at all satisfied with the answer given on this claim. These seem to be very dishonest people.

• Initial Complaint

  Date:05/08/2024

  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 booked a room through *********. I received confirmation to check in. Afterwards I realized that my physical card was missing and I called them to confirm that I could still check in. I was informed by the hotel that I could not check in without a physical card. So I told them I would like to cancel. I was informed by the hotel that I had to cancel with *********. Since then they have been giving me the run around instead of an apology or compensation. I never received anything from either company. I have been trying to get reimbursed any kind of way possible since that night. Finally I was told that I would not receive anything from anyone for my money. The hotel has literally lied saying I was a no show when I called them to cancel that same night. From then until now I have been trying to get reimbursed with a credit or something. However they refused based on the lie that I was a no show even though I called them to cancel.

  Business Response

  Date: 05/08/2024

  Cancelation is not allowed on a prepaid and non-refundable reservation.  This is stayed at the time of booking the reservation.  Also, what is stated when booking the reservation is the requirement of a deposit.  Our normal cancelation policy is 24 hours prior to arrival for reservations that are not prepaid and non-refundable not the same day.  Due to this, no reservation are allowed same day cancelation.

• Initial Complaint

  Date:04/17/2024

  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.

  Reservation 4/12-15/24. Originally charged $377.34. Issue: We felt unsafe in the room and requested a refund. The manager is the only one who can authorize a refund and he was not available on the weekend. The desk person changed our room from 137 to 205. We declined to change rooms and went on our day. When we returned that evening we could not get in the room. The desk person forgot to change the room back. We went in the room and found our things missing. The desk person said they were unsure who was in the room and gave our bags to a person who rented a few rooms before we arrived. The story is the Renter's workers left their things in that room when they checked out. Our things were removed from room 137 and given to a stranger. We got our backpacks back but did not receive all our things back which included meds, toiletries, and ear pods. We checked out Saturday night (4-13-24) and into a different hotel after midnight. I spoke to the manager ********* *no last name given) on Monday and was advised he was aware of the issue and would refund me one night of the reservation because our check check-out was too late for him to rent the room to someone else. Instead of refunding me, he charged another $179.68. I am still charged the $377.67 + 179.68+ 31.27 meds + 20.00 for ear pods. I have receipts if needed. I am owed $508.29.

  Business Response

  Date: 04/17/2024

  This guest checked in on Friday for a three-night reservation they had made through booking.com.  The guest decided they did not want to change rooms after our front desk moved them in the system and forgot to change the guest back in the system.  The next shift did not know who was supposed to be in the system until later in the day when it was figured out.  The guest's belongings were never removed from the room nor were they ever provided to a stranger as the guest claims.  The guest said they left the hotel about 12am on Saturday, however, they did not notify our staff they were checking out.  I was even unaware that they did not stay Sunday night until Monday about noon when she came to the front desk asking for a refund.  I told her I would take her word that she did not stay Sunday and refund the third night, however, since they left during the night Saturday, they would still be charged for that night.  I have attached proof of the credit that was provided.  Depending on the guest's bank, the credit typically takes 3-5 business days to be reflected in the guest's account.  The guest bank statement reflects pending transactions not final transactions.

  Customer Answer

  Date: 04/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The manager said our
  belongings were never removed but the desk clerk had to call someone to bring
  our bags back to us. When I spoke to the manager on Monday he
  stated that the establishment would never let a stranger in the room and that the
  staff would have been the ones to remove the items. I told the manager what the
  desk clerk told me when we approached them. The clerk said, "We were
  wondering who the bags belonged to. A construction owner had workers in
  the room before you. He thought they had left their bags in the room.  He
  has your bags. He is still here. I will call him to return them to
  you."  The desk clerk called someone and 15 minutes later
  the backpacks were returned.  The desk person was very apologetic. I went
  back to the office where the stranger who returned our bags was there to speak
  with the desk person. I even thanked the stranger for returning our things.
  Your desk clerk is very aware of the turn of events. Additionally, when I spoke with the manager on Monday,
  he said he was told some meds were in a safe. I didn’t know anything about a
  safe. Our things were in a Walmart bag, and it was removed with our bags.
  The manager said he was not aware of us checking out on
  Saturday night. We turned in our key cards Saturday night. I had to knock on
  the door that night because it was locked. There was a young lady there who took
  the key cards and said she could not give me a receipt.  Regarding the refund, my statement shows two
  pending additional charges. $100.00 and $79.68. Even if it takes 3-5 business days for
  a credit to appear, there should not be pending charges on my statement. One
  charge duplicates the $100.00 deposit originally paid on 4-12-24. If a credit
  comes through all that will do is wipe out the additional charges. I will still
  be out of the credits you said you refunded as well as the $51.27 for the meds,
  toiletries, and earbuds not returned. 
  
  In conclusion, this
  matter has not been well handled nor has it been resolved. 
  I have attached proof of my having to check into a
  different hotel on the evening of 4-13-24 along with my statement showing
  pending charges.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/18/2024

  I have issued additional credit for Saturday night in the amount of $98.83.  Please allow all credits 3-5 business days to reflect.

  Customer Answer

  Date: 04/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The manager said our
  belongings were never removed but the desk clerk had to call someone to bring
  our bags back to us. When I spoke to the manager on Monday he
  stated that the establishment would never let a stranger in the room and that the
  staff would have been the ones to remove the items. I told the manager what the
  desk clerk told me when we approached them. The clerk said, "We were
  wondering who the bags belonged to. A construction owner had workers in
  the room before you. He thought they had left their bags in the room.  He
  has your bags. He is still here. I will call him to return them to
  you."  The desk clerk called someone and 15 minutes later
  the backpacks were returned.  The desk person was very apologetic. I went
  back to the office where the stranger who returned our bags was there to speak
  with the desk person. I even thanked the stranger for returning our things.
  Your desk clerk is very aware of the turn of events. Additionally, when I spoke with the manager on Monday,
  he said he was told some meds were in a safe. I didn’t know anything about a
  safe. Our things were in a Walmart bag, and it was removed with our bags.
  The manager said he was not aware of us checking out on
  Saturday night. We turned in our key cards Saturday night. I had to knock on
  the door that night because it was locked. There was a young lady there who
  took the key cards and said she could not give me a receipt.  Regarding the refund, my statement shows two
  pending additional charges. $100.00 and $79.68. Even if it takes 3-5 business days for
  a credit to appear, there should not be pending charges on my statement. One
  charge duplicates the $100.00 deposit originally paid on 4-12-24. If a credit
  comes through all that will do is wipe out the additional charges. I will still
  be out of the credits you said you refunded as well as the $51.27 for the meds,
  toiletries, and earbuds not returned. 
  
  In conclusion, this
  matter has not been well handled nor has it been resolved. 
  I have attached proof of my having to check into a
  different hotel on the evening of 4-13-24 along with my statement showing
  pending charges.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/19/2024

  We have issued credit for two of the three nights plus the deposit with a total of $278.51.  I have attached proof of the credits that were issued.  Please allow 3-5 business days for this to be reflected on your account.

  Customer Answer

  Date: 04/23/2024

  I checked my statement today. I show the hotel charge me 179.xx and then sent a credit.  All this did was reverse the extra charge. I have not received my $100.00 deposit, $79.98 refund for one night. They also charged an additional $98.00.  

  Please help me. 

  Business Response

  Date: 04/24/2024

  The guest paid at check in $277.34 for room and tax and a $100 deposit.  On Monday, the deposit of $100 was returned along with credit of $79.68 for one night.  The second night credit in the amount of $98.83 was issued on Thursday, 4/18.  Today, I issued credit for the third night of $98.83.  The guest has been issued credit for 100% of what was paid...we can issue no more credit as everything has been refunded back.  

  Customer Answer

  Date: 04/24/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Sending a charge for 179.68 and giving me a credit for 179.68 is not giving me a credit.  It is simply zeroing out the charge.  Sending a charge for 98.83 and then sending a credit for 98.83 is zeroing out the charge.  I am still out of 100.00 deposit and the 79.68 refund I was told I would get.  If indeed their intentions is to refund an additional 98.83 then I am out that too. 

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/25/2024

  I have attached the credit card charges and credits.  Please compare the them.  The amount of the charges is the same as the credits so the end result is $0 charged to the guest.  If the guest's account does not reflect what I have attached, then there is a bank error and they need to reach out to the bank.  There is nothing more I can do to resolve this has we have issued 100% credit back.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair 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.

  The Developer Inn in Jackonsville, FL. We arrived to stay at the hotel with a family of 7 expecting a Junior Suite (capacity to have all 7 of us in the same space with 5 children). They did not have the room available due to a water issue. The whole building was unavailable. Additionally, the hotel has not permit for the pool (we were informed by the manager). So the pool was not open.
  
  We were forced to book a new reservation and told that our money would be refunded. When the 3rd party called back the hotel to confirm, the manager lied, saying that all the amenities were available. The hotel, in general, was not as advertised based on the website pictures and amenities described, but the true issue was the way the problem was handled.

  Business Response

  Date: 04/08/2024

  This guest had a suite reserved with us which had two queen beds and one king bed and can accommodate up to 6 people through Expedia as a prepaid and non-refundable reservation.  Unfortunately, our suite was not available the night they were checking-in.  They were provided two rooms directly next to each other with each room having two queen beds accommodating up to 8 people total.  The guest was checked in and provided keys.  The guest then came back and said they didn't want to stay, there were not promised any refund but told they had to contact where they booked it through.  We will process a refund except for the first night per the cancelation policy.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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 MOTEL stole my deposit for me cleaning out my belongings and putting them in the trash. They claim empty wrappers is evidence of smoking. I told them I cleaned out my purse which would be why those things are in the trash. After I stated that they then tried to claim at that point it “smelled of smoke”. I hadn’t been gone from the motel a hour and told them I would like to come back check out the room and see about this “smoke smell” supervisor then claimed he was leaving and the room had been cleaned. But a “smoke” smell doesn't just leave that quickly . So it would have still smelled if that was true!! I actually checked out of my room a day early and didn’t ask for any money back concerning that. I came to this motel late Monday night and checked out Tuesday at 1pm! I was nice enough when I did smoke to go to the designated smoking area they offered by the curb. So it’s really disheartening to get accused of things when you truly did everything correctly. The manager Joel was very rude and hung up on me after I asked to be emailed a picture of this “evidence” in the trash. Also the supervisor wilson that stated from the beginning it just being evidence in trash to me explaining I cleaned my things out is why stuff was in the trash he switched it to saying the room had a smoke smell . Just being very dishonest because the room “smelling like smoke” would have been stated BEFORE me explaining why those things where in the garbage. It’s not against any policy to discard items. And if so they should put a notice up in the rooms that states NO smoking accessories of any kind can be discarded in the trash cans in the rooms to avoid this. I went through and seen the same complaint from others with this same business.

  Business Response

  Date: 12/06/2023

  This guest was charged for smoking in a non-smoking room.  We charged her because there was evidence of smell and ash in the room when she checked out.  All photos have been emailed to her.