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Business Profile

Motels

Microtel Inn- Matthews

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:03/19/2025

    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 booked a stay at this hotel on Sunday March the 16th at 2:06am I paid with my debit card using tap pay. With the room cost, 100 deposit and taxes I paid $186.78. When I checked out everything was fine they said Ill get my deposit within 2 to 3 days so I waited. Today I called and told the front desk clerk I never received my deposit so I gave him my name and number, he told me they released the hold on my deposit and told me to a card ending in 7062, I politely told him I have my bank statements showing the money getting took off my card ending in ******************************** 7062. He argued with me on the phone saying no matter if I have a receipt bank statements or anything that doesnt change what there system says. So I asked for corporate number he said no this is a franchise then I proceeded to call there customer care number and she said anything with billing I would have to call the hotel directly and talk to the front desk which I did already and he was completely rude and not understanding and wasnt helping me with the issue. I let her know that I already spoken to someone at the front desk and that wasnt helping she then told me to call and ask for the general manager so I called the front desk back and asked the general manager and the same *** told me shes not there so I asked when would she be back he said hes not allowed to tell me that information I followed up with could I get a work phone number to reach her he gave me the same response that he cant give out staff numbers so now Im stuck and dont know how to handle the situation, I just want my money back

    Business Response

    Date: 03/27/2025

    The initial card used was declined by the system. The guest then used another card for the room and deposit. The deposit was returned to the card used.

Microtel Inn- Matthews is NOT a BBB Accredited Business.

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