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:06/23/2025

  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 recently stayed at this hotel on 6/17/25, I paid the extra for the parking and airport shuttle package. Upon checking in I filled out the slip they gave me and gave them my flight information, scheduled for a shuttle to the airport at 4AM on 6/18/25. I was the only one in line and it took ***** mins to check in. I was out there for the shuttle early and the *** said we were not on his list, he went and checked and they never submitted the shuttle request for us. Luckily there was room. I checked with the front desk before leaving about the shuttle back just in case, they said it was all fixed. On 6/22/25 our return flight got delayed, so I gave them a call. They told me as long as we were back before 10 the shuttle would still be running and to just give them a call when we land. I did just that and got no answer, I called the hotel front desk and got no answer, we landed at 9:11 and I continuously kept calling and both numbers just rang, had to pay for an **** and it put me way behind for my 3 hour drive home, that I was already running behind on. When I got to the hotel I went to the front desk to see what happened he said phones were working fine, I showed him the call log and he confirmed the numbers were correct. seems the phones were on silent. I paid the extra for the one night specifically for the shuttle. Luckily was able to get an ****, just had to wait a while for one and also had to pay for something I had already paid for. The workers were all nice and the place was clean, only issue was the shuttle and long check in for no reason. I tried to ask for a refund and the *** at the desk didn't seem to fully understand me, he just kept saying sorry, I don't know. The whole shuttle thing definitely made it more stressful instead of an easier process. I was honestly worried my car was going to be gone, because it seems they never submitted my information for the shuttle still.

• Initial Complaint

  Date:10/10/2024

  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.

  General Manager ***** ******* very racist. I called *********** to see if they would refund me and I get the lower price of $70-$100 difference weeks before my arrival. I paid $361.00 for 4 days, The price for the same room, same date was $269.00 for 4 days. ***** would not do a one-time curious refund. Booking couldn't match price. ***** said Booking was lying, she had no authority to refund me the balance. Multiple calls to Missy and *********** neither were able to accommodate me. Missy was untruthful, unhelpful, unprofessional. I read the reviews how clean this place was, and friendly staff. NOT TRUE. Day one at 12:00 am we were given a room with grease stains on covers/carpet, dirty bathroom, cigarette hole in curtains, mildew smell, massive amounts of stink bugs, spiders, ants, dust. The next day I explained my concerns she said she couldnt move me until 12:00 pm after the rooms are cleaned. At the same time, I request the shuttle at 5:00 pm to take me to the airport to pick up my rental that they did not want to take us to the airport. They gave a new room, the air conditioner was leaking water on the carpet, bugs, couldnt get Wi-Fi in this room on the tablets or TV. We had three small children, dirty refrigerator. We had to connect to my hotspot the whole weekend to get WIFI. Day 2, I went downstairs to tell it was leaking out the air conditioner, no Wi-Fi. ***** says, well I had someone in the room before you who checked out and didnt say there was a leak or complain about anything. So, it may have been something you did. My response was how can I cause a leak in the air conditioner? ***** gave me the number of 800 # and told me to call and get the Wi-Fi fixed. The ************* said employee would need to call. Day 3, still no internet. I showed her a picture of the water leaking out of the conditioner. What do you want to do? she said. I would like for someone to come fix it. The carpet is saturated with water. I want a refund.

  Business Response

  Date: 10/28/2024

  This guest is going to continue to complain on all medias possible. Gst was rude and obnoxious to entire staff. She wanted to stay for free and is going to keep complaining for a refund any where she can.  There will not be a refund issued no matter what other complaints she pulls out of her hat.  No one at the hotel was racist to her but that is the newest complaint.  I'm sorry, you do not get to stay for 4 days and then get a refund.  We did everything we could to make her happy, including offering a refund of the remainder of her stay if she would check out- which she did not do. 

  Business Response

  Date: 11/08/2024

  This guest is going to continue to complain on all medias possible. Gst was rude and obnoxious to entire staff. She wanted to stay for free and is going to keep complaining for a refund any where she can.  There will not be a refund issued no matter what other complaints she pulls out of her hat.  No one at the hotel was racist to her but that is the newest complaint.  I'm sorry, you do not get to stay for 4 days and then get a refund.  We did everything we could to make her happy, including offering a refund of the remainder of her stay if she would check out- which she did not do. 

• Initial Complaint

  Date:07/27/2023

  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 July 25th I booked a reservation for this hotel for 2 nights (July 25th and 26th) with a checkout date of July 27th @ 11am. The first night, everything went well.The morning of the 27th (checkout date) around 9am there was a knock on the hotel room door. It was a woman who claimed she was the hotel manager and that she had recieved complaints that there had been smoking in the room I was staying in. She insisted on checking the room. I was very much aware of the non smoking policy and knew I had not broken the policy so I was more than willing to allow her in to do an inspection without giving any push back.Without any findings or proof she continued to accuse me of having smoked in the room based on complaints and proceeded to demand that I vacate the hotel immediately.She stuck her foot in the door as to not allow me to close it and proceeded to threaten to call the cops. I had to force the door closed on her in order to have privacy to pack my things. Even though I hadn't broken any policies, I preferred to just leave as asked to keep the drama to a minimum as I don't like trouble. I gathered my things and as I was leaving she was standing in front of the hotel entrance speaking with a police officer. I walked up to speak with the officer as she continued to try and egg me on... I ignored her and remained cordial. I explained the situation with the officer ***** was very understanding and he proceeded to let me go about my day without any further incidents. Shortly after leaving I realized that not only had I been falsely accused of violating the hotels policy, but she had also placed a $250 charge onto my credit card as a result.I've never had an experience like this in my life nor have I ever felt so racially profiled. We were the only African American guests that I'd noticed in the hotel the entire stay and I definitely felt singled out. I'd like for the wrongful charges to be removed from my credit card and a formal apology from the company.