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:02/23/2025

  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 booked again online from February 20th 2025 until February 25th 2025 as I am back in the area for a funeral. I chose to pay in advance for the entire stay knowing it was non-refundable. On February 19th, my son had a pretty bad car accident so I called the hotel and said I would need to check in on the 21st due to the emergency, but I would still pay for the 20th through the 25th. I was assured that would be fine under the circumstances. When I came to check in, there was another door about renovations and that there was a possibility there could be issues with several things including water. When I arrived at the front desk, I was told they did not see a reservation for me. I told him that was impossible, brought up my confirmation and they informed me then that I was deemed a no-show even after contacting the hotel in advance and assured it was no problem checking in the next day because I was going to pay for the day I did not check in. When I get to my room, I attempted to start the shower. There was absolutely no hot water. In fact it was only ice water. It is now 23rd and 2 days into my stay there is still no hot water and I am unable to shower. I went to the front desk and was told it clearly says it on the sign outside that this could be an issue. I informed the front desk staff that it was impossible to know with that sign said as I booked online. The only answer I was given is they're doing the best they can to fix it. There have been no workers out to fix it.I contacted choice hotel customer relations informing them but this was unacceptable and asked if there was any way maybe they could put me in another choice hotel within their chain. They were willing to do anything claiming that I had to wait until the end of my stay to contact him again. I was expected to complete my stay with no way to shower

• Initial Complaint

  Date:08/18/2024

  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.

  Im pursuing legal action against this hotel, Suburban Studios Quantico, current and former management, and Choice Hotels for their overall negligence and incompetence. So I stayed here in July 2023. Place was awful. I needed to be close to my sister on base and places were full. Options were limited. The place didnt look well kept for starters. When I checked out I switched to the place across the street that I had stayed at because it was nice and decided to rebook. Well apparently the management being nosy contacted the hotel lied to the manager and said my dog destroyed their carpet which caused issues with my stay. And the manager was a tool about it on top of that which was very unprofessional. Your carpet was basically stapled down. My dog was trained and had nothing to do with the janky carpet. So I had this jerk talking to me with disrespect. Like I get it you vote for ***** and you are probably some entitled ******************* man, but Im paying to stay in your establishment the way it could have been handled was We may need a deposit for your animal thats it. Simple and straight to the point. On top of that nothing was destroyed. I want my money back for this stay in full and then on top of that all the money I spent at the other location you can pay that back too. This is going to court and you will be sued.

• Initial Complaint

  Date:07/10/2023

  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 stayed at this location from June 10th - June 30th. I am not satisfied. This hotel had numerous issues from cleanliness, to the hotel elevators being so slow, to the fact my sink wasn't fixed from the start and then the pressure of the sink when fixed was WAY too high. The guy who fixed the sink was cool though so I'm not putting blame here. I didn't feel safe here either. I am only in VA because my sister is a soon to be first lieutenant officer in the Marines, and need to be closer to her. Cigarettes strewn everywhere. People weren't cleaning up after themselves when they were outside smoking, there were people just lurking around and being really weird, I'm not satisfied. Usually I try to work with the places to make things right. But I am seeking the refund for this. I will continue to pursue it with my bank and legal team if not refunded. Also I was charged about ***** that isn't valid because I used my own hotspot for my internet. And the ** was barely ever working as well.

  Business Response

  Date: 07/29/2023

  ***********************,

  First let me apologize for any inconvenience you may have experience at our hotel. We do everything we can to keep the hotel in good standing. I see you stayed with us for a short period of time I will say I do not remember you coming to me not one time to make a complaint. As far as the sink being stopped up that was a mistake on our part and again I do apologize. If I am correct during the time of your stay my maintainence man had went into cardiac arrest  it was a rough time for all of us. I am the general manager and I do take this matter very serious. I value your feedback  take this matter seriously. I hope you will allow me the opportunity to make this up to you by offering you some free comp nights I am looking forward to seeing you again in the near future.

  Respectfully

  ***************************** -General Manager

  Customer Answer

  Date: 07/31/2023

   
  I am rejecting this response because:
  
  I understand the cardiac part however I had emailed many times and called in. I was hardly even there so I didnt really stop in. Also when there were like hardly times anyone was at the front desk I had stuck to email. Ill just take a refund for the stay. Thank you. 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair 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 over the 21st 2022 I went to the suburban extended stay Lodge at ************************ I checked in went upstairs to the room where first the library was full of people they were loud and I felt a little unsteady I was a little nervous scared when I was just to the room the room was small and it rank with urine it wasn't clean to me and I never unpacked my clothes I left the same day went downstairs to talk to someone no one was at the desk this was like maybe 6:45 so we're long enough p.m. no one was at the desk so I can talk to anyone talk to the young man getting off the elevator that check me in and told him I was trying to check out the leave he told me to go downstairs and talk to the manager the manager is not at the window or nowhere to be found the place is really ghetto who would like where you make you real nervous unsteady where you you don't feel comfortable I've been calling the motel ever since that 22nd which was the Tuesday I don't call choice I've called everyone no one to seem like they're trying to help me the only thing I want to do they can charge me for the one night at least try to give me a refund I understand they don't have a refund policy but still if I wasn't safe for your facility or establishment at least give me a refund or partial refund that's all that I'm asking no one has even tried to help me or anything so call today to the corporate office they transferred me to the motel one lady told me that they was going to call me back in 10 minutes there was at 10:50 this morning here it is now 1:00 and no one still got in touch with me that's bad business

  Business Response

  Date: 11/29/2022

  Refund has been done for ************** on 11/29/22 it will not reflect to her account for **** business days.

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 began my stay at Suburban Inn extended stay in September. I got a new job offer in the area and wanted to be close until I found an apartment. The experience with this "hotel" has been purely traumatic. Literally the most ghetto and unprofessional "hotel" I've ever been to in my life. They have attempted to come into the room on me several times. Also, was at work so I missed my payment working a double on black Friday. Got to work at 6:00am and no phones on the floor. They purposely locked me out of the room and wouldn't answer the phone. Just for the worker to finally pick up an hour and a half later to explain that this is what they'd done. He literally said to me, "Well I been here all day and you ain't try to pay, you was at work but you got a phone." The verbal abuse went on and on for him to eventually hang up on me. Eventually the door was opened. This was not the first time is had a run in with an employee being unprofessional in this manner. They make their own rules as they go here. No human decency. I've been late before and paid late fees, etc with no problem. There's absolutely no excuse for how they treated me. This is a "business" that purposely gave me a form of silent treatment, left me locked out, and ignored the after hours call because I was late paying for being at work. They could care less how they treat you here. The impression is given that they will have a job and be open regardless, so anything goes. There's literally no checks and balances in place. They give you what they give you and that's it... You just have to deal with it. I would like at least half of the total charges I've paid here back. I literally paid to be traumatized...

  Business Response

  Date: 12/05/2022

  I am the General Manager here my name is *************************** and I have dealt with this young lady at first hand. We do have policies in place and my employee was following the rules. We do due locks out when the guests do not pay so that they can come to the desk to make a payment and she knows this. The guests know to come to the office to let us know that they will be late, she doesn't like to come to the office so that's why she was locked out. Now for her to get money back we do not do refunds and if the hotel is such a HORRIBLE place why is she still here?  I will talk with her, and I do apologize for the experience she had with my employee I will address him about the situation.