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:09/07/2024

  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.

  We traveled from Maryland to Ohio for a wedding. I booked a reservation from ******* for Sleep Inn & Suites in Ashtabula Ohio for 2 nights. I chose this hotel because it states it was pet friendly. We checked in late the first night due to traffic conditions. The next morning I called down stairs to get new sheets because I got sick and could not make it to the bathroom . I threw up in the sheet & comforter. When I called downstairs and requested new bedding the man at the registration desk ask if I had a dog and I said yes. He said I will have to charge you 54.99 a night for the dog and I said that’s fine. After they brought I the sheets, without no other bedding, they took the old bedding. A few min later I had a knock on the door with the manager & the front desk guy outside. He raised his voice and told me we had to GET OUT. That the bedding was ruin from dog pee. I explained to him that I got sick this morning from a tummy bug. He stated no it’s dog pee, It’s unacceptable now get out and I am charging you $250 for ruined bedding from dog pee. I started it was not my dog , that I threw up. They made us get out at 9am with no place to go . I had a wedding to get ready for. As we were leaving, there was a handicap couple who were sushi kicked out for having 2 dogs with him. This is a pet friendly hotel. My dog is friendly and well behaved.
  
  Side note, the hotel was filthy and smelled of an odd odor.

  Business Response

  Date: 09/12/2024

  Dear Representative BBB :
  This message is regarding a complaint submitted to the BBB about sleep inn and Suite Austinburg. 
  This Guest booked through ******* and was never informed that he has a pet. they did not notify upon check in. The next day in the morning the guest called at the front desk and said that they need new lenient. Then a guest
  came down on a pet walking down the hallway and one of the staff found out that guest had a pet.
  The front desk informed me that they were not informed about the pet and they will be getting charged. guests say ok. Then one of the housekeepers brought the laundry downstairs and found all the lenient mattress pad was soaked and smelled of pet urine  and with yellow stains. so i went upstair and check the room but guest talk with me outside room and say that she threw up her self on bed.i request guest and informed that we need clean mattress and bedding. The guest became agitated and used profanity when the informed room needed to deep clean. about pet policy on a third party website(******* - Pets allowed for an extra charge of USD 50 per pet, per night, plus a one-time cleaning fee of USD 20. Pets cannot be left unattended
  Specific rooms only, restrictions apply; pet-friendly rooms can be requested by contacting the property at the number on the booking confirmation)
  Guest called us on monday about charges on monday 09/09/2024. I try to explain about charges and guests getting angry and using more profanity . we couldn't reach a solution.
  At this time we can do that refund for the remaining one night stay. still we have to charge a deep cleaning fee for one night.