Complaints

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

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• 

  Intown Suites Hotel (all locations)

  980 Hammond Dr Ste 500 Atlanta, GA 30328-8186

• 

  Intown Suites Hotel (all locations)

  9909 N Lamar Blvd Austin, TX 78753-4115

• 

  Intown Suites

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  Intown Suites

  4790 Hilton Corporate Dr Columbus, OH 43232-4150

• 

  InTown Suites

  2797 Bethel Rd Columbus, OH 43220-2226

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:06/30/2024

  Type:Sales and Advertising 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.

  Out of all the bad experiences Ive had with a business. I would say this was the worst experience Ive ever had at a hotel for multiple reasons. And I will not stay at a Intown suites In the future For multiple reasons, I stayed at the Jonesboro location I booked my reservation and I was told if I did not arrive before 6 oclock I would not be able to check in and I would be charged for one night as a no-show Even though online it says 7 oclock It doesnt say 6 oclock They canceled the reservation. I book a new reservation and I arrived at the Jonesboro location at 1:17 PM. I took a Uber ride. After getting dropped off by my Uber when I arrived, there was a sign on the door that said we are gone. We will be back shortly. Shortly turned into over an hour I did not get checked in and they did not come and open the door until after 3 oclock so over an hour I waited outside and 92 weather when I have seizures is very hot outside then they tell me I booked the reservation the same day and I did not. I booked the reservation two days before and then they tell me in town suites overbooked. And theres no more rooms available for that price so I had to pay more than what I was originally quoted I also had a bad experience because I saw roaches in the hotel room multiple times. My experience was so bad at this hotel. I checked out early. Because I no longer wanted to stay there so I had to spend money out of pocket and book a room at a extended stay .com and what really made me check out early is I am the only one in the hotel room And the refrigerator door came flying open by itself Is a older building a older hotel so who knows what happened? In this hotel room based off of my bad expenses, I will never stay at Intown suites again I should be entitled to a full refund, but most likely thats not gonna happen Million dollar companies dont usually care about customers if they offered me one week for free, I would not stay at this Intown suites not worth the price

  Business Response

  Date: 07/01/2024

  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:06/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The manager ********************* confirmed that there are bed bugs and roaches in the residence and she also had her husband and another male threaten residences on the property.

  Business Response

  Date: 06/24/2024

  Thank you for choosing InTown Suites.  The safety and comfort of our guests is of utmost importance. If a bed bug issue occurs in a guest room, we must address the matter as quickly as possible to minimize inconvenience to the guest. Once the existence of bed bugs is verified, we will refund the current weeks charges. Unfortunately, bed bugs can be moved from place-to-place easily. To ensure that bugs are not transferred to other locations, the guest is not allowed to remain on the property.  We apologize for the inconvenience this concern has caused you.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21887467
  
  I am rejecting this response because a refund was not issued the bed bugs spread from another room and was reported and the employees husband threatening was not addressed 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2024

  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.

  My daughter and I checked into the intown suites on 6/13/24 and paid for a week stay. I went to the office on the 19th and asked the office if I could pay for another week as I was told that I could do this on 6/13/24. I was told no about paying for another week after the office personnel told me I could when I checked in. I asked the manager why I wouldnt be able to extend my stay another week and he just looked at me and said nothing. I asked him again and he said you just cant renew and I was not given a reason he just continued to stand there and look at me. At the same time I was there, their was another women In the office screaming at the office personnel about an issue she was having as well. This location has many issues like we have had no hot water the whole time we have been here, the stove burners do not work either. I am asking to pay for another week if possible because we do not have a car and it is very difficult to relocate this soon. I need someone to please help me with this because I feel like we are not being treated fairly when there are numerous people who have been living here for weeks and months at a time. Since the office manager cannot give me a solid reason why we cannot stay another week I feel like we are being discriminated against

  Business Response

  Date: 06/24/2024

  Thank you for choosing InTown Suites.  Check out time is 12:00 noon on the day of departure.  Failure to complete a timely check out will result in a $50 late check out fee. 

• Initial Complaint

  Date:06/21/2024

  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.

  We are being harassed by the general manager. He has scared me and our kids and threatened to drill our door down because we were uncomfortable with him being in our room without my husband present . I am a woman with kids and a domestic violence situation. Now he has threatened to kick us out. We have paid for a full week and has refused to give our money back. At this point we are afraid to even speak to him. There is no one to call to help us because we would rather not move but this situation has us in fear of being homeless.

  Business Response

  Date: 06/21/2024

  Thank you for choosing InTown Suites.  Per your guest service agreement, Housekeeping: each guest room receives free weekly or daily housekeeping, depending on length of stay.  ************ is required and not optional.  For the safety of our personnel, you must vacate the room during cleaning, safety checks, or maintenance. 

• Initial Complaint

  Date:06/20/2024

  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 paid $656.34 to stay for 2 weeks and decided not to use the room. I never stepped foot in the room prior to payment. I was asked to return the key card after requesting a refund which I did immediately. I was told id get a refund by **** from the front desk of the *************** (*******) location in *********** *****. 3 days later I was informed by **** that he has me in the system as "checking out on Wednesday (06/20/24)" as if I was staying for the week and being refunded for the other. on June 20, 2024 I woke up to a $50 refund. if there is no refund policy then why was I refunded a portion of my payment and furthermore if I never seen stepped foot in the room nor had access to the room the day of purchasing then why am I being withheld from my money. Lastly I was told by the representative that helped me book the reservation that I would be refunded if I cancelled within the first 24 hours minus the cost of a full days stay including taxes and fees (on a recorded line). I work very hard for my money and was in a bind that quickly got resolved meaning I no longer needed the room. I spent my last at this place trying to find a place to stay. I was told I'd receive a refunded of a specific amount by two different reps of the company and received significantly less than both options offered. I know life isn't always fair but guys this is approaching the lines of some serious deception, robbery and even theft. im asking you guys nicely to do the right thing and send me my money back or at least half but $50 is an absolute slap in the face considering the work and time I put in to getting my money.my folio # is ***** please resolve!

  Business Response

  Date: 06/20/2024

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

• Initial Complaint

  Date:06/15/2024

  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.

  The property manager was very rude an would not allow me to speak. The day I went to pay for my room I was charged $30 less. I thought it was a discount. I have the receipt. I also have the property manager recorded as well. She would not allow me to speak an she had spoke over me. I have been here since May 2024. I don't feel safe dealing with here. I am now going to be moving due too that. It is not right how she handled everything. Saying I still owed when they made a mistake in the office. Never allowed for me to speak. Then saying common sense would tell me that I still owed.

  Business Response

  Date: 06/17/2024

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

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21855467
  
  I am rejecting this response because:
  

  I have contacted all of the Bbb, Federal Trade Commissioner, and also the civil rights. I also have more records as wel. This place have been treating people very bad. I have witnesses as well.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/21/2024

  Thank you for choosing InTown Suites. Please provide further insight regarding the poor treatment you have experienced during your stay so that we may better assist you. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21855467
  
  I am rejecting this response because:

  I had an extremely negative interaction with the manager, Ms. ***** at the establishment. Despite an error made by the front desk clerk, I was not allowed to explain my situation and was charged incorrectly. Ms. **** would not let me get a word in and kept over-talking me. Ms. **** also communicated the possibility of a late fee if payment was not received within a specific timeframe. Additionally, I was advised that my PTSD was not a valid excuse for the situation and that I should exercise "common sense." Despite providing evidence of previous payments and a receipt for the current transaction, I was still required to pay an additional $30. I felt disrespected and marginalized, as Ms. **** consistently interrupted me during our interaction. I have provided a recording of the incident for reference. The experience was emotionally triggering, leading me to schedule a counseling session with my therapist for support. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/09/2024

  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 Intown Suite at 540 ********************* in ************ on May 10th, 2024 where I move temporarily from *******,Ga for a new job, ever since I have stayed their the young black guy name ****** that works behind the counter has been nothing but rude, disrespectful, unprofessional and he has a smart mouth. On May 15th, 2024 they sent Orkin pest control to my room to spray even though I am a clean freak and I am (OCD) the very next day I saw a ***** in the bathroom and one in the room I freak out and I immediately started looking for another place to stay I was able to stay with a co-worker they have an extra room and I move in with her on May 29th, 2024. While I was there I had packages delivered to the hotel which ****** stated they will hold it for me. Received a package on May 24th, 2024 where ****** signed for the package and I went to the office to retrieve it and he said he did not have a package for me I went back on Saturday the 25, 2024 and retrieve it from him where it sat that same spot on Friday which he stayed I didnt have one. He is not honest and he does not care about the customers who stays their unless they make a moved on him or he likes them which I am not gay and I dont have anything against gay people just dont go that route. While also their there is an black female lady believe the cleaning lady that drives a red dodge journey who parks right outside my window and blast the music and does not care who she disturbs and she is also unprofessional and not polite. I am asking for the remainder of my money since I checked out on May 29th 2024 and I paid til Friday May 31,2024. The laundry room is filthy, the vending machine is broken and you all need to upgrade to a new drink and snack machine that allows Apple Pay. Most important hire better employees who are professional, respectful and know how to talk to customers. You have a caucasian employee dont know what he does based on how he dress or looks say he is security

  Business Response

  Date: 06/10/2024

  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:06/08/2024

  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.

  I am a guest at the Intown Suites in ******, *******. I have been charged too much on a monthly rate since I checked into the hotel. On May 27th, I contacted a local law office, **************** in ******. I was seeking Court action to fix the rates. I never heard back from the law office, nor the Court, and I was still charged too much for a room. I want the BBB to find out if Court action has been filed by the law office? I want the BBB to forward me documentation to show Court action has taken place, and I want the BBB to put a stop to price gouching at the hotel. I am charged too much for a room at the Dothan Intown Suites hotel.

  Business Response

  Date: 06/10/2024

  Thank you for choosing InTown Suites.  Rate increases have several varying factors, it is always for the whole property not specific guest and notice is given prior to the increase. 

• Initial Complaint

  Date:06/05/2024

  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.

  On 5/20/2024 I rented a room for a week at inn town suites in the city of ********** off university dr I had a small dog with me a yorkie hes my service animal Im sick and old I took my doggy out to use the restroom I was told the next day I had to vacate the premises or the police were going to be called because of my service animal I told front desk that it was a service animal she replied in a rudeness manner and told to me it doesnt matter we dont allow pets I then told her again it was a service animal she replied I had 30 minutes to leave or she. Was going to call police and she also informed me that if I were expecting a refund it was out of the question that I wasnt getting one cent of my money back and reminded me I had 30 minutes to leave or police were going to be called I dont think I deserve to lose my money Im am a disabled person on a fixed income and this ordeal has cost me a great deal of hardship and embarrassment I would like to request a refund and an apology for being treated like a second class citizen I was born here in the united state of ******* and I want to be treated as so thank you and God bless America

  Business Response

  Date: 06/10/2024

  Thank you for choosing InTown Suites.  We do not allow pets.  **********************************************; Service animals are accepted with current medical documentation.  *********** animal cannot be unsupervised by the owner and never left unattended. 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:06/04/2024

  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'm currently living at InTown Suites, I have been here since Feb 14,2024. And on April 25,2024 I received a call from a different ** because the current one was out. She called to confirm that we were making a payment, I told her we would make the payment after 4pm and pay the $30 late as we have been paying. She advised that is was a shortage of ** and she wasn't supposed to be there that day and said she wasn't gonna be there at 4pm? I told her I was at work and unable to come and pay then. She advised that she would call me back,she never called back. She ended up checking me and other ppl out that day even though we were still living there. I have been trying to get this rectified since then,everyone has given me excuses and not corrected the issue. I've reached out corporate more than one time, and they direct me to the the ** at the location? And here at the location they tell me to contact corporate?The regular ** isn't here and it's different ppl telling me different things. The most test ** told me that if it's not corrected in 24hrs it's nothing they can do, so I have to wait another 90 days to get my free week and receive the discounts that I'm supposed to be receiving? Even though there ** checked me our without my knowledge or authorization..And that's not acceptable I've been here over 90 days and should be getting a discount as well. And it's not my fault that your ** took us out the system because she wasn't able to stay at work. I need my rate and dates to be changed and a refund for the overage I've been paying. And the free week I was told, and the credit for the overage.

  Business Response

  Date: 06/05/2024

  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. *************************************************** charges are due in advance. Room charges for the upcoming period must be paid by 12 noon on your renewal date.  Payments made after that time may be assessed a late payment fee. Sorry for any financial inconvenience this may cause.