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:11/25/2024

  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.

  On 11/16/2024 we had a reservation for 1 night and we were not notified the hotel was closed due to the hurricane. We have 2 small children and we were stuck without a hotel room. We sat in a hotel calling around to different places stranded with our 2 children at 11pm at night. We spent money on numerous ********* rides due to this hotels lack of communication. When attempting to call them it was a voice mail.

• Initial Complaint

  Date:07/10/2024

  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 stayed at this hotel from April 12 to April 16 with my 10-year-old and 3-year-old at the time. I chose to stay here due to the description and amenities. However, upon arrival, the hotel was nothing as described.Upon entering the room, I noticed a strong smell of fresh paint coming from the bathroom. The bathroom tiles had been recently painted over, with the paint chipping when you took a shower. Additionally, some of the walls in the room were dirty, with dried-up spills. The porch door was difficult to open; I had to carry the door in order to open it. I also encountered two roaches during my stay, and the pool wasn't heated as advertised.The property advertised cabanas and two pools, but they failed to mention that the cabanas and second pool belonged to the restaurant next door,and that access required being 21+. This information kept us from being able to use those amenities. Furthermore, the hotel description online mentioned daily cleaning, which was untrue. On the second day, after spending the day out with my kids, I returned to a dirty room. The front desk staff informed me that they only clean upon request.I took this trip to get away with my children and had an awful stay. I spent money on something I thought was supposed to be great, but instead, I was unable to sleep due to loud noise levels, fear, and anxiety from roaches, and I was unable to enjoy the cold pool.I have been in communication with the hotel regarding a refund, which I still haven't received. They claim that they sent a refund to booking.com (the site used to book), but booking.com has informed me that they haven't received anything. At this point, after all the back and forth and not being able to receive my refund, I am requesting the full refund amount.

  Business Response

  Date: 07/10/2024

  Good afternoon,

   

  A refund was made to the card on file from booking.com when booking.com contacted us. ***** was using profanity towards staff and acting erratic. 

  Our bathrooms were recently renovated using professional bathroom refurbishing kits. Once refurbished the rooms stay out of market for an extended amount of time. 

  We do take pest control very serious at our property and have Ecolab Pest come out biweekly for property maintenance. Since we are in ******* on the water it is possible for a palmetto bug to enter a room due to guests leaving their balcony doors open but as of 07/02/24 ecolab pest representative said there is no sign of infestation. 

  Our website states that WTR Pool is 21+ and nowhere on our website does it mention our hotel pool is heated. 

  Our website does not mention daily cleaning but upon check in our front desk does let our guests know that rooms are cleaned upon request. 

   

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21966209
  
  I am rejecting this response because:
  During my departure around 4 am, the front desk was empty, and I yelled out "HELLO" since I needed to check out and head to the airport. Unbeknownst to me, an employee was behind the wall. I continued to call out "HELLO" a few more times to get the attention of any employee. Eventually, she responded with an attitude, saying "WAIT." I asked her why she didnt respond sooner if she had been there the whole time, but she remained quiet, which upset me further. I began recording the interaction (see attached) and requested a copy of my receipt, which was important for my refund. Her behavior was rude and unprofessional.
  
  Regarding the refund, this hotel initially processed it through booking.com but charged it back on April 19th (see attached). The bathroom tiles were recently painted, emitting a strong odor, and the tub had drainage issues (see attached video). The hotel has since removed the mention of daily cleaning from booking.com. I saw a *****, which is corroborated by other reviews. I am simply requesting my refund.
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/06/2024

  With apologies for the experience you had while you were our guests at Godfrey Hotel Tampa. We have granted and processed a full refund for your previous stay. Hopefully we can host you again in the future. 

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/19/2024

  I wanted to follow up on this resolution. I have yet to receive my refund. 

  Business Response

  Date: 08/21/2024

  Hello,

   

  With apologies for the delayed response. We have refunded the booking.com card for your stay. Now, they will have to refund you back your money for your stay. You can use this to share with booking.com Godfrey Hotel has refunded the booking.com credit card.

   

  Thank you,

   

  Daniel 

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/23/2024

  The hotel continues to lie and say theyve provided a refund. No refund has been processed as of today. I called booking.com and they ve shared that the hotel had not send in a refund. This is the same thing theyve been doing for months.

  Business Response

  Date: 08/23/2024

  With apologies for all the back and forth. We spoke to booking.com today and the total amount has been refunded on our end.

  Thank you

   

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will notify booking.com.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/04/2024

  I apologize for the back and forth but the hotel keeps lying sharing that the refund has been processed. Booking.com has tried several times to get in contact with them and they keep giving the run around to call the next day after 2 p.m. They call, and they dont answer or are not able to help. I will have to move forward with legal action against them. Please help me in reaching out to them on this matter. 

  Business Response

  Date: 09/16/2024

  This booking has been refunde in full to our guest, Ms. ********* Per the attachment the funds are still sitting with *********** and have been since Aug 2024 but they have failed to refund the client. We have also sent several emails to *********** asking that they make settlement with the guest, but at this time they have failed to refund or reply to our requests.

  Business Response

  Date: 09/17/2024

  Good Evening,

  I have attached the email confirmations showing we have reached out to booking regarding providing the guest her refund. Each email has time and date stamp sent to them.

• Initial Complaint

  Date:06/11/2024

  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.

  Check in June 7 2024 upon checking in my room that was assigned smell of smoke this supposed to be a 100% smoke free environment. my room was reassigned, but the tub was pilling and very dirty and I was told that I will be put in another room as soon as one become available to check back the next day 6/8/2024 as upon checking back the next day no room still wasnt available I was asked to check back the following day 6/9/2024 upon checking back the following day a room was still unavailable at this point I .check out 6/11/2024 It was almost time for me to check out, so it was no reason for me to continue to try to get a new room, ask to speak to a manager they said no manager will be available the next morning 6/10/2024 spoke with him. He said he would contact me and give me a resolution to the situation end of the day 6/10/2024 and never receive respond back requesting to speak with him again I was told upon checking out 6/11/2024 ************************* (assistant manager)will speak with my at 8:30am before I check out and when I went to check out, ************************* still wasnt unavailable to speak with me. I was told they would compensate me tonight for two nights, but I was explained to ******(Manager)that I spoke with 6/10/2024 that if a person said that they will contact you they need to contact you another manager ************************* came to intervening and said that I was being condescending to an employee, and if I continue to ask the employee questions that I would be removed from the premises as only thing I was trying to get the employee to provide me The higher up manager information since the assistant manager refused to communicate with me about the issue I felt after all that a full refund needed to be issued not just for two day

  Business Response

  Date: 06/13/2024

  Good afternoon. We have refunded 2 nights room and tax along with 4 nights of resort fee for both rooms. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21832464
  
  I am rejecting this response because: I booked one room and a separated individual my concern and mistreatment was different from the other guest as stated on multiple occasions the managers handled the situation as if I wasnt a paying customer this is unacceptable for me as my special occasion was ruined by this company as a full refund would be the only acceptable solution for me 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/30/2024

  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.

  I checked into the hotel May 23 our room was visibly filthy and our patio door was barely operating.I took it upon myself to do some cleaning of the room I wiped down everything with Lysol check the beds, etc. At some point I stopped at the front desk and let them know of my concerns and the condition of the room and requested housekeeping, they advised that housekeeping was not available, but would be willing to move me to a clean room. I proceeded to go back to my room to pack moments later the the supervisor called on the hotel room phone to advise that she was still looking for a clean room because the rooms that she was attempting to put us and were not clean enough. Finally we were placed in a new room which looked/smelled clean. Once situated, I noticed that there was dried up vomit next to the bed. It was pretty late and I was tired so I placed a towel over down to cover it. May 24 I proceeded to take the clothes that I had hanging on a hanger in the closet to fold them and two roaches fell out onto my bed. I immediately went to the front desk to advise of my findings and was told that the supervisor would be in around 2 PM. Some time after 2 PM I spoke with her and let her know of the situation and advised that I was looking for a new room at a different hotel but due to it being the weekend with a major event happening i was having an extremely hard time because either the other hotels were all booked or the prices were extremely high.I explained to the supervisor and expressed that this was completely unacceptable and I expected to be reimbursed for my entire stay or requested a comp for a different hotel to reimbursement. She advised that she would not be able to fully reimburse unless i checked out entirely, but offered to compensate 1 night. I was unsettled, couldnt sleep and did not enjoy my vacation. Roaches, trash, dirty floors and surfaces. I had to sleep with the lights on for 3 nights. I want full reimbursement for this disastrous filthy hotel

  Business Response

  Date: 05/30/2024

  Thank you for bringing this matter to our attention. We deeply regret the inconveniences you experienced during your stay at our hotel. Your feedback is invaluable to us as it helps improve our services and ensure such issues do not occur again.
  Firstly, I sincerely apologize for the cleanliness issues you encountered upon your arrival. The condition of your initial room and the delay in finding a satisfactory alternative are unacceptable, and I understand the frustration this caused. Additionally, I am extremely sorry for the presence of pests in your new room, which is entirely below our standards.
  We take pride in providing a clean and comfortable environment for all our guests, and it is clear that we failed to meet your expectations on this occasion. Please be assured that we are taking immediate steps to address the cleanliness and pest control issues you have highlighted to prevent future occurrences.
  Regarding your request for a full reimbursement, we acknowledge the significant inconvenience and distress caused by these issues. We would like to offer a full refund for your stay as a gesture of goodwill and to demonstrate our commitment to guest satisfaction. The refund has been submitted to you CC on file. 
  We appreciate your patience and understanding, and we hope to have the chance to provide you with a much-improved experience on your next visit. Thank you again for bringing this to our attention.
  Sincerely,

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

  General Manager

  Customer Answer

  Date: 05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/07/2024

  I still have not received my refund for this complaint.

  Business Response

  Date: 06/07/2024

  The refund was applied to the card on file that was used to make the initial payment. This is an Agoda/Priceline reservation. The third party can issue the refund since we made the refund on our end. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the room on Priceline on 12/28/2023 trip # ***-442-295-18. I had my son and my dog with me and we arrived late around 10pm to the hotel and checked in. Got to the room and it was outdated, moldy and dirty like filthy dirty. Scum on the walls, fixtures, doors and the entire bathroom looked like it hadnt been cleaned in a very long time. I have photos. There was long dark hair everywhere, and nothing looked clean and I turned on the wall unit, and it started to rattle and didnt work. Tried to call the front desk no one answered, but my son was already asleep as it was late, so I checked the room as best I could for bedbugs and made the choice to just try to get rest. Very early in the morning I tried to take a shower and the whole bathroom flooded because the shower drain was clogged. Neither of us could take a shower. I called the front desk someone did answer. They said it would take a while to send a technician into our room and I said we would just check out because it early at 7am and my dog would definitely bark is a person arrived and asked her if there was anything they could do about the price of the room. She refunded the resort fee ($23) but not the dog fee which is fine as I did have my dog with me, and told me I had to call Priceline for the Actual room refund which the hotel denied later that day. This hotel reeked of weed. I did see some other guest who look like younger folks ready to party and smoking weed on the balconies which is fine and none of my business, but the hotel is definitely not kid friendly and that should really be noted somewhere that this is a party animal resting spot definitely not something for normal people.

  Business Response

  Date: 01/05/2024

  Hello,

   

  With apologies re:  your recent stay with us here at The Godfrey Hotel Tampa. We have processed the refund for the dog fee. We will work with the 3rd party that you booked thru to refund your room and tax back to you. If we need to get a hold of you we will shoot you an email. We hope to get another opportunity to host you again real soon.  

   

   

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/20/2023

  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.

  On 11/30/23 I booked a 3 night stay at the Godfrey Hotel in Tampa. The total of the stay was 403.08$ which would be paid upon arrival. When checking in on 12/15/23 I provided my credit card for payment and had a pending charge of 403.08$ in my bank account. On 12/16 a charge of ****** was declined in my bank account from the ******************************************* although I had already paid for the room. I approached the front desk and asked if I should be expecting any charges while staying, they assured as long as you already paid there should be no further charges. Then on the morning of 12/18 three more attempts to charge my card for the total of ****** were made this time alerting my bank that there was a fraud alert which led to them shutting down my credit card. I checked out that morning so upon checking out I was told I still owe ****** to the hotel after I assured the worker I had already paid 403.08$ when I checked in. After doing research it was discovered that on top of paying for the room upon check in I was being charged individually for each night leading to a grand total 806.16$. The worker at the front desk explained that the person checking in me in made a mistake and should of not charged me upon check in instead whenever I checked out. This has been a major inconvenience as I had to report to the bank all my statements to check for fraud and also get a new debit card which is a lot of man hours wasted setting up payments and making sure everything i have is associated with my new card. At one point i had the room paid for twice which was never disclosed to me upon check in

  Business Response

  Date: 01/05/2024

  Hello and good afternoon. With apologies for the delayed response. The only charge on the guest card is for the amount $274.18. Any authorizations should have fallen off by now.

  Thank you very much. 

   

• Initial Complaint

  Date:11/16/2023

  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.

  Hello, my name is *********. I planned a vacation for eight months to go see my grandchildren. I search the website and found this hotel called Godfrey looks very inviting which when I get there it was very inviting until you receive got to the rooms. Nothing in the room worked, they have sliding doors that will not come open. They had lamps with no lightbulbs they had sinks does the water would not drain and tubs with clogged drains. I have never visited a Hotel where housekeeping does not clean I had to go out and purchase cleaner to clean the bathroom because the tub had dirt and its so thick that it had to be there for quite a while the sink why couldnt you take a moment to wipe the sink out and the toilet no one should have to sit on a toilet. That looks like that I leave the room for a while and when I return there a bugs in my room. Not just any bugs roaches. And the only excuse the staff Has is the Hotel is like this because of the hurricane. But cleanliness has nothing to do with the hurricane. I have never seen a hotel that keeps the outside clean and the inside nasty. And to top it all off on my last day the water was shut off to the hotel at 9 AM and will not return back on until 5 PM so now we cant use the bathroom we cant take showers but hi think that was part of the accommodations. I paid for silly me. I do not understand how a business can be ran like this. I do not understand all the inconvenience why no one told us ahead of time that we would not have water for eight hours. I would like someone to look into these issues and to be honest I would like my **** money back because I felt like I did not pay for filth. I did not pay for roaches for throw up in the hallway and I did not pay to have water shut off while Im there.

  Business Response

  Date: 11/16/2023

  We will refund the guest.. Thank you.. Daniel 

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 two rooms at this hotel for myself and family. The website photos show a quality, well maintained facility in a great location. On arrival the public areas were very nice and clean however our room told a different story. The hallway door was beat up and did not secure easily, the patio door to balcony was worse and would not lock. The patio itself was horrible, no grill on a/c unit, standing water and bugs in and under the unit. The bathroom was filthy, both sink and bathtub were worn and stained. We had no cold water from sink faucet, neither sink or tub drained well. The toilet was problematic and wouldnt consistently flush. The tile on room floor was buckled and coming up, carpet worn, dirty and frayed. I complained about bathroom and engineer quickly arrived but could not get water running in sink, he left promising to return. He did not as we found same issues upon our return later. We could not even sit on balcony in the evening due to heavy marijuana smoke surrounding our room. On going out next day I complained to front desk and clerk promised to have plumbing fixed. On our return later we found that cold water sink issue and toilet were fixed. Engineer had wiped hands or tools off on a towel and left it laying on floor. I complained again, no manager was available. Our daughters room was in similar condition. If I could have found other rooms close by we would have left the first day, but we liked the location. I emailed management but I have not gotten any response. The health department, city/county needs to take a serious look at this facility and consider closing this hotel until its cleaned and repaired. It is pretty clear that there is illegal drug activity in and around this hotel that has been ignored. The police should also be brought in for the safety of guests and staff. I will say that the front desk staff were sincere and apologetic. I do want at least a partial refund. Our stay was June 7 - 10, 2023.

  Business Response

  Date: 07/04/2023

  Good Morning Sir! 

  With apologies that your experience here at Godfrey was not a better great one. We have refunded you back your room tax and resort fee on 6.29.23.

   

  Best
  

   

   

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/09/2023

  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.

  I stayed at the Godfrey hotel in Tampa 6/8-6/10 and it was a horrible experience. I was traveling with my husband and minor son. We stayed on the 2nd floor and it was filled with pot smoke. Our room stunk and clothing stunk by the end of the day. The smell was so bad that we had to drive our son ********************************************************************* for 2 days. The hotel itself was very dirty. The drain in the shower didnt drain so by the end of our stay we had to stand in dirty water to shower. The floor in the actual room was warped and you had to be careful where you walked because it was so soft. The sliding door to the balcony did not lock properly so that was concerning when we had to leave our belongings. There was a male housekeeper who was nothing short of rude and unfriendly. The pictures posted on this hotels website are completely deceiving as I never would have stayed here if I had known these issues. Its a shame my family had to be separated for 2 days because the hotel staff did not adhere to the no smoking policy.

  Business Response

  Date: 06/23/2023

  Hi.  

   

  We will reach out to *************  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 stayed here very recently May ***** for the Memorial Day weekend. I booked through a 3rd party company. When we first entered the premises everything looked okay. Front desk checked me in and did not explain any of the building amenities. The first thing that I noticed was that the room was filthy. I went to the front desk to ask for a different room, but was told that they were fully booked. There was mold in the mini fridge, the bathtub was full of mildew and was yellow and brown in the bottom, the sliding door would not lock. We called maintenance and he showed us "how to close it". There was a hook latch that was too hard to connect. The floors were filthy as well as the walls. When checking out I let the front desk know that the website pictures were VERY misleading and that the rooms looked nothing like them, maybe when they first opened. The front desk staff, especially the 3rd shift worker hid out most of the night in the back room. There were drunken guests outside, in the hallways, on their patios quite often. If I could hear it in my room, I know front desk did as well. I asked her for the customer service number, in which she responded she didn't know it. Then I asked for the manager's info, she was very hesitant about giving me his info. She asked why we didn't come to her, I let her know she was the same person who was rationing ice, because all the ice machines weren't working. She gave me and a friend a cup of ice, just one. For the price I paid for this stay, I feel that the amenities aren't adding up. There was one microwave for the entire hotel in the lobby and as stated the ice machines were all not in service for all floors. I forgot to mention our remote had no back on it, nor was there a desk chair in the room.

  Business Response

  Date: 06/27/2023

  Hi.. I have reached out to the guest via phone. We came to a resolution. 

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************