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Business Profile

Hotels

Country Inn & Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2025

    Type:Customer Service 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.



    Complaint: 23559007



    I am rejecting this response because:

    They are not telling the truth for one thing. The reservation was changed to the 4th and the 5th with a guaranteed late arrival. This is  further supported by charges to . our AMX for two rooms on July 4th. Note there were no charges on July 3 per the original reservation which further acknowledges the change to the reservation with the hotel.

    Which make it even worse is the one reservation that they did honor they revoked for the stay on the second night, July 5th ,out of spite to further ruin our families weekend plans.

    I suspect they either messed up the reservation, oversold the rooms or sold the reserved room for more money since there were no hotel rooms with 30 miles because of the holiday. Unfortunently they Hotel operator and the franchisor (Radisson/Choice} have no regards for their customers. The people they left stranded were young professionals, One an major airline captain and the other a predominate attorney. I am sure these family members will never stay at one of these brands again.

    Choice/Radisson has offered  some additional points on for future stays for the inconvenience with no  attempt to fix the management at this hotel. This brand is terrible!!!

    .



    Sincerely,



    **** *****

    Business Response

    Date: 07/16/2025

    I’m writing to provide context and clarification regarding a recent 1/10 guest review claiming that one of their two reserved rooms was “given away” on the night of July 4, resulting in their family sleeping in their car. The guest has expressed strong dissatisfaction and is placing full blame on our property. However, I’d like to outline the facts of the situation as they occurred:
    - On July 3, the guest contacted our front desk to inform us of a late arrival. At that time, our team clearly communicated that:
    - The reservation would be held until 4:00 AM.
    - If they anticipated arriving after 4:00 AM, they needed to call back before that time so we could adjust the arrival date and prevent the Choice system from marking the reservation as a no-show.
    - We did not receive any follow-up communication from the guest before 4:00 AM.
    - As per standard protocol, the system automatically released the room during the night audit process when no check-in or update was recorded.
    - On July 4, the guest did in fact check in and stay under a separate reservation.
    - They also have another reservation booked for a future date, indicating continued use of our property despite the complaint.
    While we understand the guest’s frustration, our team followed proper procedures and provided clear instructions. The room was not “given away” arbitrarily—it was released by the system due to a no-show status, which could have been avoided with a timely call back as advised.
    We take all guest concerns seriously, but in this case, the situation resulted from a lack of follow-through on the guest’s part, not an error or negligence on ours.

  • Initial Complaint

    Date:10/14/2024

    Type:Facilities Issues
    Status:
    Resolved
    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 disagree with what they are saying for the mold being stains the smell that hotel has should not be their I spoke with the booking agent because I booked through them but I am satisfied with the result. 

    Sincerely,

    ****** ***

    Business Response

    Date: 10/28/2024

    Dear BBB Representative,
    I am writing in reference to the recent claim of water damage made by ****** ***. The guest cited "mold" in the caulk as the reason for their complaint. Upon thorough inspection, we have confirmed that the discoloration in the caulk is actually staining, not mold. We were unaware of this dispute; the photos show she was talking to her original booking company not our hotel.
    We take all guest concerns seriously and maintain high standards of cleanliness and maintenance. Please let us know if any further information or documentation is needed to resolve this matter.
    Thank you for your understanding.
    Best regards,
    ****** ****** Agm 

     

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