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Business Profile

Hotels

Chase Suites Hotel

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Chase Suites Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chase Suites Hotel has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/10/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 11/09/24 visting *****, we stayed at chase suite,wife used a card to book, i used my card when we arrived. now they have charged both cards for same room, multiple calls to complain with no resolve,looking to have wife's charge removed

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 with this hotel via *********** for the night of November 7, 2024. The payment of the room was made thru the *********** app using Klarna as my form of payment. Not only did the hotel acknowledge I paid thru booking they told me they would only be using my card for incidentals nothing else . Without even telling me they charged the full room to my debit card . From what *********** told me the reason was because of an issue on thier end . Instead of the hotel just simply calling *********** or contacting me for that matter the hotel went ahead and charged my card. I was told Id be refunded. I have recieved nothing!!! A simple phone call to me couldve avoided all of this ! Im not paying twice for a room that for one I didnt feel safe in . The property was incredibly dark and they put me a woman by herself in the furtherest darkest corner of the property. I was in fear of my life walking from my car to the room . I enclosed a screenshot of the hotel room charge and the proof I paid for the room thru the website using the payment method Klarna

    • Initial Complaint

      Date:10/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Chase suites at ***** point is the business name. And I am no longer permitted to extend my stay at the establishment because the employees never explained that late having a late check out I would not be allowed to pay for another day. Also housekeeping took items from my room that were never returned. Lastly my deposit was never returned to my card when no there has been no smoking in there room and all rules were followed.

      Business Response

      Date: 10/26/2023

      No refund will be issued.

      We refused to allow this guest to stay at the hotel any longer.  They were informed multiple times that they needed to pay by 11am.  Yet, they came later and later.  On one particular day, they left their belongings in the room and didnt answer any calls.  We were sold out of that particular suite that night and had to change another guests reservation.  The ***** party finally showed up after 8pm to pay for another night.  After an altercation with our front office manager, it was decided to not allow these guests to extend any further.  Regarding the guests comment about LATE CHECK OUT, late check out means that we give guests up to an hour as a late check out. That doesnt mean the guest can wait an hour, two hours, or 9 hours to pay for their room.
      As far as the items that the guest claims were missing, the housekeeper supervisor searched for the items but they were not found.  What we can say that there were several damaged and/or missing items from the room.  One of the televisions was damaged, the coffee maker and some of the dishes were also missing.
      Complaint about the deposit not being released is false. The deposit was released automatically on 10/11/23 at 2:42am.  They can verify with their bank.
      We have informed the guest that they would not be permitted back on our property.

    • Initial Complaint

      Date:03/03/2023

      Type:Billing Issues
      Status:
      Answered
      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 3, 2023, we had a charge of $248.57 on our Discover Card from ChaseSuites Hotels, Tampa Bay, ***.Upon Calling the Desk Clerk, she identified herself as *****, My wife and I both spoke with her. ***** said that we had made a reservation and that the charge was for a no show, we had made no reservation and I assume it would have been for March 2 or 3, she did not state the date. Had we know of a reservation we could and would have canceled it as we are in **************. She said this reservation was made by someone named *********We did stay with Chase Suites, January 27th and checked out January 28th, 2023 and no future reservations were made, we were not very happy with the room we stayed in and let them know. This is fraud, we had no knowledge of this so called reservation and they need to monitored to make sure they are doing this to no one else.

      Business Response

      Date: 03/10/2023

      Upon investigation of this complaint, we are going to take the guest's word that there was some mistake with the reservation.  The guest had two separate reservations made within five minutes of each other under different dates.  We have processed a refund of the charges and included the receipt showing that the refund was posted.

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 stayed at Chase Suites Hotel Oct 2022 for my vacation 50th bday and work. I have tried to contact a manager while at the property and when I got home more than 20 times even looking for a corporate office. Every single time you get don't have corporate, or manager or we don't care. I totally understand why the charge everything up front! because they will not try to refund you and do a bait and switch. The photos of rooms online are 2 remodeled rooms that is all! My room was dirty I mean DIRTY the bathroom floor was disgusting with pee around the base, the kitchen light you could not turn on because it made loud buzzing noise, the dishwasher was broken, the oven temp was stuck on broil. every appliance was from ****! excep the fridge. I asked several times for a manager so I could get my money back and leave asap (got the run around several times) the washer was broken not return on my money!! and the last night a huge party above me till 3am the **** and drugs were insane, called office 3 times nothing, when I decided enough to leave a pack at 3 am there was food everywhere outside the doors all over the ground! Health violations have been reported and police notified about drugs 24/7 seen by guests where cleaning crew was smoking on balcony and by the pool! i WILL NOTIFY EVERYONE TO AVOID THIS PLACE HERE ARE SOME PIC I HAVE VIDEO AS WELL

    Chase Suites Hotel is NOT a BBB Accredited Business.

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