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:06/24/2024

  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.

  Rooms look nothing like what is pictured online. Booked through a 3rd party and was told their system didn't process the charge right so they charged more even though I had documentation showing everything was already paid. Only parking available was valet at $45 a day, the other parking areas look like you'll be robbed or assaulted in. Service was horrendous. Room was not cleaned. Towels, sheets, etc, none of the extras were changed. We went the entire stay with used towels. AC in the room barely worked. ***** was atrocious, rude, and almost hit a couple of guests. Personnel behind the counter were rude, condescending, and highly unprofessional. The only plus side is it wasn't too far from the venue we were going to. Other than that, you couldn't pay me to come back to this hotel. Websites show a free breakfast but we were told it was $21 a person and the prices at the store are outrageous. I understand inflation but $40 for two 20oz drinks, a small bag of chips, *** small thing of candy is insane. Couple this with the insane charges from the incidental charge, destination charge, and more is highly ridiculous. Neither the website for the hotel nor the third party website said anything about a destination fee and the incidental charge is a one time charge according to the flyer at the front desk but according to the employees it's a minimum daily charge of $100.

• Initial Complaint

  Date:06/12/2024

  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 June 1, 2024, I went to the hotel because I had a reservation which they did not want to receive me because the hotel at that time did not have water. Now no one wants to be responsible for returning my money. My reservation number is **************.

• Initial Complaint

  Date:05/27/2024

  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.

  We paid $335.42 to spent 2 nights at the Wydham hotel 5/25-5/27 you have to pay for valet they dont offer regular parking and the Valet takes at LEAST 30 minutes to drop off and receive your car. the toilet in our room was used and not flushed upon entry, no soap in the shower, when asked for some we got told no they didn't have any. multiple stains on the sheets, when i asked for new ones they told us no they'll change them in the morning. i sent 2 messages asking for new ones which were ignored. then around 1030 we went and requested new ones. they said they'll bring them up shortly. we had to go down and ask 2 more times and didn't get them till 130am. The ** in our room was broke. the room smelled musty and like animal urine. We asked for a new room but got told no. The final straw was when our dog started wheezing and panting so hard because she was overheating from the broken ** we had to leave at 2am to go to another hotel. So we were there for 10 hours total. They won't refund us or do anything to fix the problem (they charge us for valet parking in hopes of fixing it but i didnt even stay the whole time) since we went through booking.com so hopefully booking will handle it but havent heard back yet

• Initial Complaint

  Date:03/31/2024

  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.

  On March 24, 2024, I booked a double room with a pool view at The Courtland Grand Hotel through Expedia. Upon my arrival, the clerk advised me that they had sold out of the rooms that I requested. She said that they had me a king ****** with a sofa bed. She also stated that due to the inconvenience, they would comp my dinner. When I arrived at the room, I noticed there was not a sofa bed. It was myself, my spouse, and 2 children. I went down to speak with someone regarding the room. The clerk went and got his supervisor ********. She was not apologetic or sympathetic to the situation. She started to explain that because I booked through a third party I got a lower rate and that it did not mean that my room is guaranteed. She indicated that room type isn't confirmed until check-in. She stated there was nothing that she could do. She did not follow up with me the next day like she said she would. I am looking to be refunded due to I did not get the room type that I had confirmed on Thursday (3/28/2024). We did not have housekeeping nor did we have a working iron. When I checked out of the hotel, I asked for the receipt and the clerk told me that they were out of paper.

• Initial Complaint

  Date:03/25/2024

  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 stayed at the Hotel from 3/22/24- in town for Jump competition for my 13 year old daughter held at the Signia Hotel. I completed a pre-chk & proceeded to the desk for online check in and was informed the system was down. We had to wait in line. There were 5 lines. The line we chose, We waitied over 1 hr to check in. The customer in front of me had multiple check in which took well over an hour.My suggestion to have a line that specifically states that when dealing with multiple clients so customers like us do have to wait excessive time with out being neglected. While we waited we watch the other lines and clients get checked in their room while we waited and waited. I express my concern and the young lady gave us complementary breakfast and also said our room we book was no longer available( 2 bed) and they could only provide King size and bring a pull away bed. I was fine with that we still could sleep. We got there around 5:00 we waited till 10:30 still no bed - called the front desk multiple times and they said they will bring it up. I then went down stairs to discuss this with management. I spoke with Supervisor *************************** After having a brief conversation with her about my experience, she felt I was best if I addressed my concerns with Manager. She was so surprised at how rude the Manager was to me after attempting to respectfully address my concerns he walked away screaming that this was not his shift! *********************** was the Manager who was very rude and disrespectful to me. He would not even let me address any of my concerns. He addressed me very defensive and all I gave him was nothing but concern and respect. His rude and unbelievable behavior has also caught the attention of a *************** by the name ******** who confirmed you can reach out to her as confirmation. She was a very nice young lady who chased me down at the elevators to apologize again about his rude demeanor.

• Initial Complaint

  Date:03/06/2024

  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.

  I booked a room at the hotel on September 5, 2023 for August 2024. At the time, I e-signed a contract stating that I would be billed upon check-in. online confirmation # ********** January 31, 2024, I noticed a $617.02 charge on my credit card for the Courtland Grand (Wyndham) and assumed it was fraud. Upon calling the hotel, I was informed that all 'group reservations' were billed for Dragon Con. I was not informed of this in any way, nor did I consent to this. I wasn't even aware that my reservation had been associated with Dragon Con. I had been planning on cancelling, as I am now pregnant, but I had not done so yet. I cancelled the same day (January 31, 2024) - cancellation confirmation code # ******* called the hotel several times, but was never able to get a refund. I called corporate, who then spoke to the hotel and informed me that I would see a refund soon. After waiting another few weeks, I called the hotel again (no response). I then called corporate again and was told to speak to the hotel's "group reservations" area. I called and was unable to reach them after trying several times.I have still not received a refund, and it has been over 30 days. I'm concerned both about the lack of a timely refund and about the breach of trust caused by the early, unapproved, surprise billing.

• Initial Complaint

  Date:02/06/2024

  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 stayed at this hotel from 11/11/23 through 11/15/23 for business travel. I checked in around 11am on 11/11/15, and I paid my full bill of $664.29 at that time, plus the deposit hold of $250. As of last month, my credit card statement informs me that the final settled amount was $673.19 - I do not know where the additional charges (fees?) came from or what they were for. I have been contacting this hotel for several weeks now in order to request my receipt. I did not receive a receipt when I paid, nor did I receive any documentation upon checking out. I need the itemized receipt in order to request reimbursement from my employer for the hotel charges. I am currently unable to do so because the hotel is refusing to return my emails and phone calls. The following are some of my attempts to contact the Courtland Grand: + 1/16/24: I called and left a message with the ******************** 1/18/24: I called again and left another message ********************* 1/18/24: I called the front desk and was told no one could assist me. I was given an email address to contact. I sent an email.+ 1/22/24: I tried calling again and left another message. I also sent another email. + 1/25/24: I tried calling the front desk several times, and kept getting hung up on - I'm starting to wonder if my phone number is blocked.+ 2/6/24: I left public ****** and Booking.com reviews reiterating my issues in addition to submitting this complaint. I also texted the hotel's "dedicated service line" *************) this morning and have not received any response.

• Initial Complaint

  Date:02/02/2024

  Type:Product 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.

  On September 5th 2023, I booked a reservation at this hotel for the dates of August 28th **** - September 2nd **** at the rate of $285/night plus applicable taxes and fees with a cancellation policy of "Cancel 72 hours prior to 4 pm day of arrival to avoid the one-night charge plus applicable taxes."On February 1st ****, I received a new unprompted booking confirmation email for the same dates of my original booking with my original confirmation number, however the rate had been increased to $330/night plus applicable taxes and fees without warning or explanation, and the cancellation policy had been changed to "A nonrefundable deposit for the entire stay will be taken at the time of booking". At that time, my credit card on file was charged for the amount of $2065.00.To resolve this, I would like to keep my booking (non-negotiable), but I would like to have the original rate and cancellation policy honored. I am willing to be flexible in regards to the cancellation policy/deposit. I am in a position where I feel strong-armed into paying the higher rate because I cannot surrender my booking due to the prices and availability of hotels in this area for these dates. I am, ultimately, willing to pay the higher rate, but only because of these circumstances that I feel are being taken advantage of.Thank you for any help you can provide!

• Initial Complaint

  Date:01/11/2024

  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.

  incorrect charges on hotel statement

• Initial Complaint

  Date:10/31/2023

  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 am very ****** off. On Oct 13th Fri thru Sun Oct 15th I stayed at The Cortland Hotel Atlanta. I paid $233.41 through HotWire for this hotel. The hotel was paid IN FULL. They asked for my card to hold $100 deposit until check out. The next week charges went thru for a total of $144.46. I called the hotel 3 times and left messages. Each time I tell the front desk about these fraudulent charges they transfer me to a voice-mail. These are fraudulent charges that I DID NOT authorize!!! I want my money placed back on my card! I will NEVER stay with this thieving hotel again!!! I don't have this issue with any other hotels in *******. I will keep going up the ladder even to small claims court! You do not take money off my card without my permission!!! Refund my money NOW!!!