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Business Profile

Hotels

Renaissance Toledo Downtown Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 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:10/07/2024

    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 recently stayed at the Renaissance Hotel in Toledo and had a mixed experience. On the positive side, the front desk staff was exceptional. After returning from a concert around 11:00 pm, we were disappointed to find the hotel restaurant no longer serving food. However, the associate at the front desk went above and beyond to help us find pizza delivery, providing excellent customer service.

    Unfortunately, the room wasn’t as clean as expected. There was rust on the towel rack, and the shower head was pretty disgusting. This definitely affected the overall experience. Additionally, the room didn’t match the pictures when we booked. We were told the hotel had remodeled and that the pictures don’t accurately represent the rooms anymore. This felt misleading, especially since we had paid for an upgraded room, hoping for a better view, which is one of the main reasons I choose hotels. For the $381 we paid, the room felt more like a $175 experience, making it feel like a bait-and-switch situation.

    Additionally, the valet service was slow, and when we arrived, the valet team was engaged in unprofessional behavior. This left me uneasy about handing over my car keys.

    Overall, while the staff at the front desk was great, the room cleanliness, misrepresentation of the view, and valet issues made the stay less enjoyable than expected.

    Business Response

    Date: 10/30/2024

    After investigation, I would like to note that we have processed a refund for the amount requested in the complaint. Any questions, please let me know. Thank you  

    ****** ***********

    DIRECTOR OF OPERATIONS

    Renaissance Toledo Downtown Hotel


    Customer Answer

    Date: 10/31/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:10/01/2024

    Type:Customer Service 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.
    On August 16, 2024, I made a reservation for the Homewood suite in Toledo, ****, for the ***************** for Women (****) during the weekend of October *****, 2024; my confirmation number is # ********. I canceled the room on 9/30/24, cancellation #********, due to not receiving the **** agreement price, which my friend received on 9/19/24 #********. Also, on 9/19/24, I called the Renaissance Hotel at ************ only to confirm my assigned room because I had not received my confirmation letter. The attendance stated that he could not find #********, and the number was not a confirmation number; it was just a temporary number, and anyone could walk into the hotel and take my room. But he could gladly help me get a permanent room; he also stated that he works for the Renaissance Hotel, and I could not get the discount **** cost. I repeatedly asked for the rooms that cost $149. He told me that those rooms were all taken. I also told him that I would check around with other hotels and need to confirm the cost with my roommate. He suggested that I hold the room, so he gave me the confirmation #************* and verbally said they would charge my credit card on arrival. "It is normal policy to permit cancellation 72 hours before arrival." After researching the surrounding hotel, my traveling party agreed that I should cancel all my hotel reservations. Today, 9/30/24, I was able to cancel all my reservations except one, the Renaissance Counter, *************; he stated that my reservation was finalized and that if I canceled, I was still responsible for paying the cost of the hotel. I told him that I had a room in the Renaissance and that my friend also had a room in the Renaissance. He told me that he doesn't keep track of those numbers. I spoke with the supervisor. She apologized and agreed to ask the hotel if cancellation was possible. Then, 15 minutes late, the hotel attendance called and stated they would make a final decision the following Monday.

    Business Response

    Date: 10/29/2024

    On behalf of  the Renaissance hotel, after investigation we did not find a charge for ***** ***** in the amount of $786.17

    The attached is a view of the receipt. Our records indicate that the reservation was cancelled and we did not charge her for the booking. 

    Customer Answer

    Date: 10/30/2024

     
    Complaint: 22359902

    I am rejecting this response because: the charge is on my credit card

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:08/25/2022

    Type:Product Issues
    Status:
    Unanswered
    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 the Renaissance Hotel while I was passing through town the morning of August 5th with a friend of mine. They somehow put our reservation in wrong in the system and in the morning they woke us up in our hotel room and said we did not have a reservation.
    After talking with the front desk they ran my card a second time and “*******” (who is not very polite) said that one of the charges would fall off. It has been several weeks and there are still 2 stays charged to my card.
    I have contacted the hotel several times. The front desk rarely answers the phones and when they do and they transfer you to accounting, accounting also does not answer. I finally talked with “****” another front desk employee the other day who took my information and said they would give me a call. I have yet to hear anything.
    If you could help me get there attention I would really appreciate it. They may be nicer to you.

Renaissance Toledo Downtown Hotel is NOT a BBB Accredited Business.

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