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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

    • 233 total complaints in the last 3 years.
    • 77 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:10/18/2024

      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.
      I stayed at the intown suites in ********** from 10/8/24-10/15/24. Due to hurricane ****** I had to stay in a hotel. When I arrived ***** the employee who checked me in took about 30 minutes to complete the check in, he was on the phone with somebody who wasnt a customer. When I got to my room it was good at first, as the days went by I saw a total of 5 alive cockroaches, and bed bugs. Due to the hurricane the office was closed so I could not contact them for a new room. I would have booked a different hotel but there wasnt any availability. When I checked out of the room I brought my concerns to ***** and he was very dismissive. I wanted some sort of reimbursement, due to the condition the hotel was in and I was very unsatisfied. He said that there was a no refund policy, he highlighted where it said that in the agreement. He highlighted I understand that no prepaid room charges will be refunded if I stay less than the purchased period of stay. I stayed the whole term. Then I wanted to go over my charges because I thought I was overcharged around $100, including a $30 late fee which doesnt make any sense. He then said no and said have a good day i asked for a number so i can call them and he said no. I was very unsatisfied which the whole situation. I want a full refund for my stay.

      Business Response

      Date: 10/21/2024

      Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

      Customer Answer

      Date: 10/21/2024

       
      Complaint: 22440049

      I am rejecting this response because: no paperwork stated that there was a no refund policy. This needs to be fixed and the full amount needs to be refunded. I wont take any other option to be satisfied. 



      Sincerely,

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

      Business Response

      Date: 10/23/2024

      Thank you for choosing InTown Suites.  According to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

      Customer Answer

      Date: 10/24/2024

       
      Complaint: 22440049

      I am rejecting this response because:

      The agreement does not say no refund. Im not giving up on this until I get a full refund. 

      Sincerely,

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

      Business Response

      Date: 10/31/2024

      Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

    • Initial Complaint

      Date:10/17/2024

      Type:Product 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.
      I stayed at a ntown suites in ********,** for 6 months , I have pics of the room, t was disgusting, The manager was a creep and tried to talk me in a in apporiate manner, I demand a refund placed back on my card asap.

      Business Response

      Date: 10/21/2024

      Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

    • Initial Complaint

      Date:10/14/2024

      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.
      On September 29, 2024 a reservation was made to stay at the InTown Suites in *********** with no issues. The day I went to check in 10/4/24, I was advised there was no room available for my stay but oddly enough they has already charged me for one night on 10/3/24. I was told that was an error and it would be refunded. That following Monday I still had not received my refund and I called and the front desk agent said I would see if that Wednesday or Thursday. Friday morning still no refund and I called again and was told they would speak with the manager and if it could not be done they would reach out to me, shocker (not really) no call made to me and today still no refund! So I called this afternoon and was told now I needed to call their corporate office but the front desk agent would not provide a number. I found one online called and you have to email them. I am not going to play the cat and mouse game Chasing them for my money that they room when no room was available! That's theft! I want my money assp!

      Business Response

      Date: 10/15/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22421107

      I am rejecting this response because:
      I have called and emailed and been given the runaround and total disregard to a charge that is not valid and was taken when rooms were not available.  This is now considered theft and I want my money back period!

      Sincerely,

      ***** *****

      Business Response

      Date: 10/15/2024

      Thank you for choosing InTown Suites.  Reservations are not a guarantee for specifics, but accommodations.  We attempt to honor specific request but its also depending on availability at the time guest physically register on the property.  Keep checking with the front office staff for availability as it becomes available. 

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22421107

      I am rejecting this response because:
      Regardless you are missing the point, if no room is available then you have no right to charge me for a room that I am not checking into!  My check in date was not until 10/4 you charged my card prior to that and I didn't stay refund my money you are crooks!

      Sincerely,

      ***** *****

      Business Response

      Date: 10/23/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

    • Initial Complaint

      Date:10/11/2024

      Type:Order 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.
      10/04/2024 54:00 Was not aware that Inntown suite employee didn't arrive until 1100 when I paid for room waited until employee arrive was told I was trespassing had to transported to hospital for CVA APHASIA was released 10/06/24

      Business Response

      Date: 10/14/2024

      Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

    • Initial Complaint

      Date:10/10/2024

      Type:Order 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.
      We are trying to pay weekly because its cheaper, but they cancelled $90 of our transaction on 9/23/24 so we had to pay the daily rate for 14 nights which cost us an extra $350. When we reach out to corporate they tell us to talk to the front desk, but the front desk is the problem. Why should we have to pay extra because the cashier doesnt know how to work the computer?

      Business Response

      Date: 10/14/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22406500

      I am rejecting this response because:

      I tried getting help from corporate and they just told me to deal with the front desk, but the front desk is the problem.


      Sincerely,

      ****** Delain ******

      Business Response

      Date: 10/15/2024

      Thank you for choosing InTown/UpTown Suites.  Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************.  *****************************************

    • Initial Complaint

      Date:10/07/2024

      Type:Product 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.
      I reserved and paid for a room with a queen bed and sofa sleeper. I got a daybed. My son is 64 is to big for the daybed thats why I specifically asked for a sleeper sofa bed plus the daybed has hump in middle even I Cant get a comfortable nights sleep. So hes sleeping on the floor. I want some reimbursement of charges for no sofa sleeper bed and my son has sleep on floor. They never said daybed when I called and talked to sales person on the phone getting room information. To make sure its a sofa sleeper bed.

      Business Response

      Date: 10/07/2024

      Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. https://www.intownsuites.com/faq/

    • Initial Complaint

      Date:10/05/2024

      Type:Order 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.
      I am a resident and pay weekly for this room. Whenever something happens, there is no consideration or accommodation to tjose of us that pay our money. This goes anywhere from no housekeeping, staff stealing from rooms, no towels, no power, no internet . All of which we pay for weekly. If we complain, we are kicked out and entered on a do not rent status. I feel like I'm being robbed.

      Business Response

      Date: 10/07/2024

      Thank you for choosing InTown Suites. DNR status is a result of violating the guest service agreement at the time of check in. 

    • Initial Complaint

      Date:09/29/2024

      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.
      My 5 year old, 7 year old, and I were improperly put out by the manager at InTown Suites Extended Stay ************ - *****************. I paid to stay until Thursday, October 3rd, but out things and our person's were forcibly removed on Monday, September 23rd after a noice complaint. Now we are at risk of having to sleep outside. I know there is a no refund policy but may we please be permitted to stay at another In Town Suites location in the nearby ******* or ********* area to make up for the money and the room withheld from us? My children didn't deserve this.

      Business Response

      Date: 09/30/2024

      Thank you for choosing InTown Suites.  Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

    • Initial Complaint

      Date:09/25/2024

      Type:Sales and Advertising 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.
      They state to have a no smoking policy but the rooms smell like cigarette smoke and not to mention dead bugs lying around everywhere. For people who have asthma and to falsely advertise smoke free room, Im sure this company can be held liable. No wonder they have a no refund policy. I think a complain with the *** is the best way to go.

      Business Response

      Date: 09/27/2024

      Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

      Customer Answer

      Date: 09/27/2024

       
      Complaint: 22337600

      I am rejecting this response because:
      I am filing a complaint with the *** due to deceptive business practices.  The *************** location is trash and this is why there is not a refund policy.  It is a matter of time before this company is sued. 
      Sincerely,

      ****** *****

      Business Response

      Date: 09/30/2024

      Thank you for choosing InTown Suites.  Were sorry that you did not have a pleasant experience, we hope you allow us to serve you at another location in the near future. 

    • Initial Complaint

      Date:09/11/2024

      Type:Product 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.
      I stayed at InTown Suites room 331 for 14 days but was charged for 30 days. The hotel refuses to refund the $511 for the two weeks I paid but am not staying there. I was assure by one desk clerk that I would be refunded the for the two weeks I was not staying, so I proceeded with securing a permanent apartment. However on the day of move out, the clerk working refused to provide a refund.InTown Suites ****************************************** ************ Reservation: 3t3A23181 Guest folio: *****

      Business Response

      Date: 09/12/2024

      Thank you for choosing InTown Suites.  We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

      Customer Answer

      Date: 09/12/2024

       
      Complaint: 22271119

      I am rejecting this response because: we were told by the employee that works at the front desk that we would receive a refund for the unused weeks of our stay.

      Sincerely,

      Thea Saccasyn

      Business Response

      Date: 09/12/2024

      Thank you for choosing InTown Suites.  Per the guest agreement signed at the time of check-in InTown Suites has a no refund policy. 

      Customer Answer

      Date: 09/12/2024

       
      Complaint: 22271119

      I am rejecting this response because:

      Sincerely,

      Thea Saccasyn

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

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