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Business Profile

Hotels

Intown Suites Hotel (all locations)

This business is NOT BBB Accredited.

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Complaints

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

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Intown Suites Hotel (all locations) has 82 locations, listed below.

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    Customer Complaints Summary

    • 231 total complaints in the last 3 years.
    • 76 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 type

    • Initial Complaint

      Date:07/10/2025

      Type:Product 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.
      This has to deal with it hotel/motel accommodation stay back the end of March 25 to 2nd May and regards 2 different charges that are not being given-a reason why theyve not been refunded the initial stay was prepaid online $339.45 through ****** maps linked to Intown suites in *******, **** And yet I had filed a dispute with my bank money It was credited back then it was reversed and its for two different charges $48.77 & $52.98 They have given no reason & why my bank wont dispute any further because they say they need more info Im not having any Response from this business. They need to return the money because I didnt pay for anything that I wouldve gotten in a product service They do have some upgraded services they offer I did not partake. There was no damages in the room other than damage there was already existing when I got there a ? burned Hole in the carpet about the size of a pancake and a chunk of wood in the size/shape of a taco in the outside the shower on the pergo flooring, so those damages already existed they have no other reason why $$ is not released/refund these two different transactions.There was a problem, checking in over a service dog. I have an eight-year-old boxer is registered as a service dog and the two frontstaff people one supposedly being a manager at this Intown Suite kept pressing me about getting a doctors note with his signature That is AGAINST the law. It is Not to be asked as the *** **** say so the main thing is getting this money refunded with no reasoning , they do not answer their phones , theyve given no reason my ***************************** to not refund. and Im having a problem with not in America disputing this because they said they need more info. I dont know what it would be charged and when this business as a motel is not willing to give a reason who does that burden of proof fall to? Def to not me they need to show the reason why they're not refunding these two different transactions

    • Initial Complaint

      Date:07/10/2025

      Type:Order 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.
      Unfair Treatment and Denial of Stay Renewal at InTown Suites, **********, ** I am writing to share my concerning experience with InTown Suites in **********, *******. Despite being a long-term guest, my recent attempt to renew my stay was unjustly denied by the on-site manager, Mr. ***** *****, without any clear explanation. This occurred even after I had contacted the corporate office and spoken with a representative named *****, who assured me that my situation was discussed with Mr. **** and a regional manager.Further, I was in contact with the regional operations manager, ***, who asserted that the denial of my stay was justified. However, he refused to provide any specific reasons for this decision. It is troubling to be left without clarity or transparency regarding a matter that directly affects my family's housing stability.What troubles me further is the possibility that this denial may be connected to a letter I neither authored nor had any involvement with. Despite clarifying this, it seems my family and I are being unfairly held accountable for its contents. Additionally, I suspect that recent incidents where my mother contacted law enforcement regarding problematic individuals at the property might have influenced this decision.I am seeking assistance to resolve this issue, including the ability to extend my stay and receive the complimentary month associated with the taxes Ive paid. If possible, I would greatly appreciate the opportunity to escalate this matter and speak with someone higher than the regional operations manager to provide a full account of the challenges Ive faced during my stay.I hope InTown Suites will address this matter promptly and *********** regards,****** ****** ***************

    • Initial Complaint

      Date:06/30/2025

      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 9 day stay from June 27th-July 6th. Upon arrival when I walked in the smell of Marijuana and whatever else was in the air, was so horrible. I got on the elevator (pictured), when I got off on my floor there was a mop bucket in the hallway catching water from the ceiling. No security doors worked. Anyone could freely come in and out. I entered the room and the smell was even worse. The carpet was repulsive, the walls were filthy (pictured). AC missing the vent cover. Hair stuck to the walls. The floor was sticky. And an overall sense of not feeling safe. Front desk leaves at 7pm. Someone met me with a key. I canceled stay immediately on line bc no one is there at night to discuss complaint. Headquarters # is basically bogus, I was told no refund could be issued. I wasn't in the building but 5 minutes and left. I never even brought my stuff inside. I was offered a different room. The damage was done. (Like when you get a hair in your spaghetti, you probably dont want a new bowl) There was absolutely no way I was staying. Consumers should be aware of photos. Very misleading. I got the traditional room. Their version is what it COULD look like. It should not be such and EXTREME difference. I COULD be a model. Lol. The policy on their Marijuana should be reason enough for refund. Stating it's not acceptable but the whole place smelled of it. Again, misleading and untruthful. I didnt leave ** I cut my trip short. I left bc of THEIR facility to no fault of my own. I had to hurry to find a new place to stay as i was out of town. Advertising needs to be a little more accurate. The 'triple checked' cleaning is also inaccurate. The walls didn't get like that over night. I was to check in the next day (they come in at 11am) and sign the papers and show ID. Since I had left the night before, nothing was signed and no ** was shown. I just simply want my refund for a stay that never happened. Its the rught thing to do. Posted below are photos.

    • Initial Complaint

      Date:06/27/2025

      Type:Sales and Advertising 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 made a reservation to stay at your location located at **************************************************************************** for June 23, 2025 to June 30, 2025. Upon arrival the Manager ****** ****** was very welcoming. When we requested a first floor room she was able to accommodate the request, however there was a two hour delay due to needing to be cleaned. Once we were able to check in a little close to 6p, my wife and I decided to make a store run and then come back for the night. Once we arrived and attempted to get settled in, she noticed pubic hair around the toilet, hair on and in the bathroom sink. I also noticed hair in the towel shelves as well as the kitchen counter. After waiting an additional two hours for a room to be cleaned, this room was not cleaned. I contacted the number provided and met with a gentleman from Room 105, who I advised that we were going to check out and find another hotel because this was unacceptable. He then advised for me to keep the keys and speak with *** ****** the next day. He also stated he would leave her a note on the issue. On Tuesday June 24th, I contacted *** ****** and explained to her what had transpired and that we found another hotel the previous night. She then apologized and stated she will make sure I got a full refund for our inconvenience. I then in turn asked for a receipt showing we had checked out of the room and she stated it would be in my email. On Wednesday June 25, 2025 I called *** ****** again and expressed that I had not received either my refund nor email. She then advised that it was being handled by corporate and I should receive by the end of the business day. On Thursday June 26, ************************** ****** who advised that the email and refund were coming and to be patient. As of today June, 27, 2025 I received an email stated that I am scheduled to checkout on Monday June 30, 2025 and if I need to extend there is an option. Deception should never be in a business practice. I never stayed one night.

    • Initial Complaint

      Date:06/26/2025

      Type:Order 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.
      My name is ******* ********. I am filing a complaint against IntownSuites Extended Stay ********, *******************************************. I lived in Room 226 from May 7, 2025 to June 24, 2025. The room had no hot water the entire stay. I was offered two alternative roomsone also without hot water and the other with black water pouring from the faucet. Despite paying consistently and following rules, I was denied the ability to pay $30 toward one additional night. The manager, *****, stated I was being removed in retaliation for contacting the ************************ for help. I was not evicted through court and was locked out without legal process. We were not given time to clean or remove 45 days of belongings. Under NCGS 42-25.9, I am legally entitled to 57 days to retrieve property and one guaranteed visit. This law was ignored. Today, June 24, 2025, ***** told me I would not receive my deposit back due to the room not being cleaned, despite us being denied access. Under NCGS *****, deposit deductions must be itemized in writing, which I never received. I also live with a seizure disorder, and being forced out without warning endangers my health. Their actions may also violate the *** under 42 U.S.C. *****. This hotel claims to operate as an apartment when enforcing payments but acts as a hotel to avoid legal responsibilities. I am requesting enforcement for sanitation violations, illegal eviction, deposit theft, retaliation, and disability discrimination.

    • Initial Complaint

      Date:06/19/2025

      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.
      My wife and I booked a room there on Expedia and one price was quoted, we paid it got a confirmation number and all. When we got there everything changed, they didn't have the room we wanted so the guest service lady gave us a new room at the price we originally booked and told us if we decided to stay a month she would give us the same rate if we came by the end of the week.. so 3 days later we decide we are going to stay and when we go to pay we pay one price and get back to the room and the card key doesn't work so my wife goes back to see why and the gm walk out to help and says "oh WE made a mistake and charged u for the wrong room you have to pay 75 more dollars" and tells us what we were promised doesn't matter anymore basically so my wife comes back distraught because we are budgeting money to stay here during a moving attempt and that was an unexpected occurrence so being me I go back to see why they wouldn't honor what they already did because they made the mistake it shouldn't cost us and as I walked in the guest service lady rolls here eyes and walks off. Gm comes out and I ask her about our issue she says "we can't change our prices for you we made a mistake" and I said we'll why is yall mistake costing us more than we were promised by your employee we made decisions bases off that. If she doesn't know what she's doing that's not my wife and I problem.. In return the gm says rudely you can always leave but you won't get your money back.. at this point I'm perturbed and my wife walks in as I'm saying to them they gave us the wrong room and card key that's not my problem and as my wife was starting to explain where the mix up came in the ** the her hand up in her face and said "NO!!!LET ME SPEAK!!" So naturally now I'm ****** I said don't be rude that wasn't necessary and she starts yelling you can get out my office and off my property I'll call the police (and did) so all of our money was taken for 3 weeks worth of stay here to only receive 3 days.Refund

    • Initial Complaint

      Date:06/17/2025

      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.
      On Friday June ******* around 6:30 p.m., I rented a room at a weekly rate for $215.00, as advertised on the In-Town suites standard rooms at the *****, ******* location. The total amount came up to be $323.84. They charged technology fees, hotel fees, city tax, state tax, fee fees, and mandatory government fees of ($85.00). I am handicap, and they had no handicap rooms available, so I got the standard room and was totally unsatisfied with my one night stay. They did not have a stove light bulb and no tissue in the bathroom. The next morning at checkout time, I requested 5 days of my money back because I didn't like the stay and decided to check out. They refused to give me back 5 days money of stay and said it was their policy of no refunds. They gave me a at the moment verbal policy, but when I asked for a memo where it was in writing, they had nothing in writing to show me.

    • Initial Complaint

      Date:06/15/2025

      Type:Product 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 reserved for two weeks but only staying one week because my house is ready would like my refund for the week that I'm not staying.

    • Initial Complaint

      Date:06/14/2025

      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.
      On 6/6/25 I checked into the In town Suites on 6067 Buford ********************************. I payed $411.83 to stay a full week, my check out date was 6/13/25. I was told at the end of my stay check out time, I would get my deposit of $50.00 back if there where no damages to the room. I do have my receipts. I myself was the only person to stay in the room. I checked out on 6/13/25 at 8:30am. I left the card in the room. Check out time is 11:00am, but I decided to leave early. I took lots of pictures of the room before I left, showing there where NO DAMAGES. I called the office around 1pm on 6/13/25, spoke with the manager **** about getting my deposit back, he lied and said the tv was broken and had a spot on it. I told him that was Not True, I took pictures of the room. The whole week I was in GA it stormed and rained, I told him that probably affected the tv. He told me I couldn't get my deposit back to contact corporate. I feel scammed, and cheated out of my 50$ deposit, and I would like to get my$50 deposit back. It's what they owe me, please help. Thanks

    • Initial Complaint

      Date:06/10/2025

      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.
      The manager at the ********** Nc location begs for money constantly personally k let her file my kids on her tax last year or so Ive tried handling it in private with her but she broke crappy her an I got into this lady well tell you dont go to anyone or Ill make you leave this property so the fact she is allowed to get away with this is disgustingly awful

    Intown Suites Hotel (all locations) is NOT a BBB Accredited Business.

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