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:07/17/2025

  Type:Billing 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.

  Hello There are multiple with this place overcharging my card on file All pending charges of over $1800 were dropped and they instead charged me $236.52. The following is an email confirmation of the expected charges:Congratulations, you saved ****** USD (27.47%)Travel Credits16000 Rewards UsedTotal payment with installments will be higher than price displayed above due to ************** ( Installments)Each InstallmentRoom Rates Per Night Friday, July 11, 2025 Saturday, July 12, 2025 Sunday, July 13, 2025 Monday, July 14, ********** USD ****** USD ***** USD ****** USD Room Summary Agreed To at Checkout Room Cost488.98 USD Tax, Recovery Charges, and Service Fees66.68 USD Reservation Total Includes Pay at Property Fees664.58 USD Charged Now555.66 USD Platinum Upgrade FeePay at Property108.92 USD Fees Due at Property Resort Fee108.92 USD Need Help?

• Initial Complaint

  Date:07/12/2025

  Type:Billing 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 7/11/25 I arrived to the hotel expecting to check in only to be told my reservation had been cancelled by the hotel because the card on file was unable to be charged earlier in the day. I was then told I could rebook the room but the price quoted to me was over 200 dollars more than the price I originally booked for. I feel that when they initially ran my card and the charge was denied they should have called me to inform me. The issue was a mix up with the bank believing the charges were fraudulent and simply required me to call my bank to approve the charge. Instead, the hotel cancelled my reservation and did not inform me until I arrived. They then offered to rebook me for more than 200 dollars higher than the price I previously booked for, stating its a busy weekend in the city. I believe this is a scam and the hotel is gouging prices. Because I booked a month in advance at a lower price, I believe the hotel was trying to force me to pay a higher price due to multiple events happening in the city. They cancelled my hotel reservation at the last minute without informing me leaving me with nowhere to stay, late at night, in an unfamiliar city. How many people have they done this to? This should not be allowed to happen.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two rooms at the Courtland Grand Hotel through the **** (***********************************) conference discount portal. My confirmed total for both rooms for two nights was $416, as stated clearly in the confirmation email. Upon checkout, my friend whose card was used after they denied my Chime card (also not listed on the hotel information) was charged $632.26. This total included: Undisclosed property fees ($27.23/day per room), which were not listed at the time of booking or included in the confirmation. A $22.86 in-room movie charge that I did not authorize and have not been given proof of. $110 in valet parking, which was also not clearly disclosed in advance.Additionally, both hotel rooms had serious quality issues such as: Dirty towels in the bathroom, bathroom doors that did not close, a non-functioning AC unit, a television that stopped working on the last night. We noted the TV issue at checkout, but staff were otherwise unhelpful. I attempted to follow up with hotel management and received one response sent from a do not reply address. After replying to the manager directly, I received no further communication. I forwarded the full exchange and documentation (confirmation email, invoice, and bank statement) to the hotels customer care department, but several weeks later I still have no resolution. I am requesting a refund or adjustment to account for the undisclosed property fees and unapproved movie charge.A partial refund due to the unacceptable quality of the rooms. This complaint is being filed after all reasonable efforts to resolve the issue privately have failed. I am also aware that charging for undisclosed fees at the time of checkout which were not presented upfront may violate consumer protection laws and FTC guidelines. The last email was June 11.

• Initial Complaint

  Date:05/12/2025

  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.

  May 10, 2025 I made reservation at Courtland Grand hotel on May 3, 2025. I repeated asked *** a rooom with two beds, did the hotel offer free breakfast, and free parking, I was assured by the person making the reservation that I had a room with two queen beds, free breakfast, and free parking. I was charge $600.28 for one night on July 11, 2025. The online advertisent was $288 a night but that is the night of a Beyounce concert and all the hotels have increased their prices at double or more. I checked my reservation today. I was upset **** I had only one Queen bed, no free breakfast, and parking was $60 a night, I iimediately cancel my reservation and was told that I would be charge a fee for canceling a concer that does not take place until July 11. At this time, I complained and stated I would fill a complaint if I did not get a full refund on my debit card.

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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 was charged a $50 pet fee for my service dog. She was clearly labeled and behaving accordingly. I could understand if she were acting up like some of the fakes I come across but she was behaving very well. I know it is against the Americans with Disabilities act to charge pet fees. It was around 11pm on April 15th 2025. I'm not sure if a police report is needed for this type of thing or if filing here is all that's needed. I want my money back, I should never have been charged for having a service dog. I have attached the link for the *** site.This business is also really sketchy. One person was assigned a room that didn't even have a bed. Our room creaks a lot. They're way overpriced and sneak fees. ***************************************************

• Initial Complaint

  Date:02/04/2025

  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.

  Reservation information:Checkout Date: 1/19/25 Name: ******** ** Phone: ************ This is the person who made the reservation for our business travel. Reach out to me at ************ or *********************** I spoke with the hotel front desk and the manager on 1/19 at around 8-9PM about my phone and laptop chargers left in the room when I checked out in the morning. They promised to ship my items back to my NY address. I called several times later and it seems like no one was aware of this problem and the manager was not accessible. I got so many promises when I was there but now my problem still remains unsolved. We had 2 rooms and each stayed like a week, so we paid a lot of stays in here and we need to have issues solved

• Initial Complaint

  Date:01/14/2025

  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.

  I stayed at the hotel checking in 1/9/2025-1/12/2025 and utilized the valet service during the entire stay. There was no self-parking at the hotel, so you had to use valet or use a public lot across the street. On Sunday, I checked out and went to the valet, at 10:43am, to get the vehicle. I waited almost three hours and never received the vehicle. I went to the counter four times only to be told that the vehicle will be pulled up shortly. After waiting almost three hours and going to the window again, I was told that they could not find the key. The car was a rental. They tried to convince me to leave the vehicle, and they would turn it back in for me and cover all of the cost. I called the rental car company, and they said the valet was not an authorized user, so they could not return the vehicle. They said they would cover the cost but would not put it in writing and would not give me any contact information. The police were called, and a report was taken. The hotel said the valet is responsible, but the valet fees were paid to the hotel. I had to travel back to **** and was not able to retrieve items left in the car. The hotel is refusing to compensate for the items and the valet has not responded to any calls or emails. Hotel management was supposed to call me back today and I have not received a call. I want my items replaced and I want to be compensated for my time that was wasted sitting in the hotel trying to get this resolved and get some contact information so that I could follow-up. They were very rude, uncaring and unresponsive. I have not spoken with anyone from management from the hotel yet.

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this hotel for 4 night and paid using a credit card. Upon check-in, they requested a debit card to put a refundable $100 security deposit (was $108.92) on the card. After check out, I was never returned that deposit. I have tried to contact the business via email and phone a handful of times, and havent gotten a response. I want an explanation of why I wasnt granted the deposit back or my money back.

• Initial Complaint

  Date:09/04/2024

  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.

  I resided at the hotel from 8/7/24 -8/11/24 I did not have a vehicle but was charged $212.00 on 7/3/2024?which I thought were taxes but for parking in which I never used their parking lot. I tried getting in touch with someone I called monster in which I booked through and they told me to notify the hotel which is part of ******* but no one called me back. The confirmation number for the stay is ********. All I would Like is my money refunded back to my credit card ending in 3250because I feel that I was scammed and paid for services that I never used

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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.

  08/09/2024 $154 booking $27 convenience fee $100 accidental fee- Not Returned Back to ******** Completely took charge off my bank statement like it was never charged! This has to be ILLEGAL! Please DO NOT BOOK at this Hotel!!! We had to find a parking garage to park at because the hotel car line was down the street because the ONLY way to park at the hotel is to pay $45 for Their Valet! Mind you we had small kids also. So you have to walk to the hotel with small kids and luggage! Then they made me pay $100 for accidental insurance saying it will be refunded back onto my card. 2 days before it cleared to be refunded the $100 they charged my card disappeared off my statement like it had never been charged off!!! So Basically They Are STEALING MONEY! Their Phone has been going to Voicemail for 2 Days Straight!!! Oh Best Believe I Will Be Going Much Further Than This Review !!!! Its running cheap on All the websites because its pretty much a scam ! DO NOT BOOK ! No way possible of getting in contact as phone line pulls up busy signal!