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:08/22/2023

  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.

  Date of stay: 8/12/23
  
  The room had not been cleaned, simply tidied up to 'look clean.' Here is a list of the disgusting conditions we encountered.
  -The floors were black with grime (we used a wet towel to clean along the floor and it was BLACK).
  -There was a shoe print in one of the beds
  -One of the pillow cases had lipstick and makeup on it.
  -Keys didn't work
  -Internet didn't work
  -Phone line literally cut
  -The shower soap dish had pubic hairs
  -Sound of dripping water from the air conditioner kept us up at night.
  -'Free Breakfast' consisted of expired hostess cupcakes/twinkies, and stale bargain brand 'fruit loops' and 'raisin bran'.
  
  This is absolutely a health and sanitation issue. When I contacted the manager, Nikesh Tailor, he refused to refund me, claiming that it was 'under old management' at the time. He also claimed that once a guest 'checks-in' they have accepted the conditions a thus forfeit a refund. We had not even seen the condition of the room once we had checked-in, so that makes no sense. He also claimed that, since I booked through Hotwire, that they were responsible for the refund, but he would not approve the refund to them. Hotwire is simply a third party listing site, and is not responsible for the condition of the hotel.
  
  This place is health hazard and a terrible business. No one else should have to experience this.
  
  Thank you for your help, *** *** ******

  Business Response

  Date: 08/28/2023

  Good morning,

  This customer stayed during the time at which the motel was under different ownership. I relayed this message to the customer and assured him that we are doing everything to clean each and every room up to the standard of our franchise. I apologize the cleanliness of the room was an issue during your stay, but as I detailed in our email correspondence, this is not something that I can provide a refund for. Firstly, this was under different ownership, secondly, the room was used and occupied through the entirety of the night. Linens and towels had to be changed and the room had to be cleaned as well. By signing the registration card upon check in, customer acknowledges and agrees to all policies written on there. This includes the policy stating a refund cannot be provided after the customer has checked in which is clearly written out. The customer did not enter and leave the room after seeing these issues, he stayed the whole night and used all amenities. I cannot speak to the internet that day, but can assure you our internet speeds are working at a rate of 150MB/S. We do not offer "Free Breakfast" anymore, but instead complimentary coffee. Anything provided  in addition to coffee is not required and is at the owner/managers discretion. This booking was made through hotwire.com, while they are not responsible for the cleanliness of the room, they are the party that charged your credit card. A refund to Hotwire was refused due to the reasons mentioned above. 

  Thank you,

  Nikesh

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Saying that the location was 'under old management' at the time (a mere 4 days after the date we stayed there) is a clear case of passing the buck - and likely an outright lie. I invite you to prove that previous management was removed and new management put in place in that small time frame.

  Whether it was under old management or not, you are refusing to accept responsibility for the condition of his establishment. Refusing a refund because I booked through Hotwire is absurd. I requested the refund through Hotwire as well. Hotwire contacted the hotel and the hotel refused to refund Hotwire. You are responsible and are refusing to acknowledge your lack of care for your customers. I do not hold Hotwire accountable, but I reported you to them and I hope they remove you from their site. This location has numerous 1 star reviews online other than my own, so clearly this is not an isolated incident.

  Refusing my refund because I stayed at the hotel is also absurd. What was I supposed to do? Move my wife and a child out in the middle of the night and find another place? We made the best of a bad situation. A disgusting, unsanitary, bad situation. Shame on you for refusing customer service in the name of policy.

  I formally request that the Better Business Bureau list this location, and this manager, as one to avoid at all costs.
  
  
  
  Sincerely,
  
  
  
  *** *** ******

  Business Response

  Date: 09/05/2023

  The property was under lease with different management that was set to vacate on August 18th 2023. 

  I was not associated with this property until then nor did I receive any payments from any reservations. I never received funds to refund.

  This matter was also handled through Choice Hotels, where this customer received a $50 refund from them. The matter was closed and the settlement agreed upon. 

  I have attached a copy of the registration card, and a copy of an email sent from previous managers attorney stating they are vacating the premises on August 18th.

  Previous reviews have nothing to do with my current time managing the property. We are working diligently to provide the best customer service we can. 

  Once again, I apologize for the inconvenience.

   

  Thank you,

  Nikesh

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The matter was closed with regards to Choice Hotels, which can only do so much. This was only a partial refund, and was not satisfactory. The hotel, the actual responsible party, has done nothing but offer empty apologies.

  Clearly, Nikesh is not will to listen to reason. I request that the BBB to all they can do ensure this business is no longer patronized.

  
  
  
  
  Sincerely,
  
  
  
  *** *** ******