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:05/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I arrived to Quality ************ in ********** SC and saw that our room did not have a door that closed to the bathroom, had mold in the shower, and the bath would not drain. I went to the front desk and asked if these problems were common and if they had any other rooms with a working shower. I was advised by ************ that this was a common complaint and that she was not sure if any of the rooms were in working order. I explained that I would like a refund since they could not provide a clean place for me to sleep or shower. She offered me another room and told me that if that room wasn't better then there would be nothing else she could do. I went over to the new room and unlocked the door only to frighten the woman who was already occupying that room. It was late at night and that could have been a very dangerous situation for either of us. I went back and told ************ about what had happened and she did not apologize or offer any type of solution. I explained that I no longer felt safe here and needed my money back. She said I needed to come in the next morning to speak to the Manager, *****. I got a different hotel that night and the next morning I drove all the way back to the hotel (************ told me that I could not call and had to speak to ***** in person) only to find that ***** would not be in that day. The lady at the front desk gave me a post-it note to write my concerns on and assured me that ***** would call me immediately to resolve the issue. I still have not received a phone call and the money has not been refunded. Quality Inn put my safety in danger and could not provide me a clean private room to sleep in. They have lied repeatedly about calling me back and refunding my money.

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After driving from *******, ** to Gorgetown, SC me and my mother arrive, check in at hotel. Attendent was very polite and moved us to a ground floor on well lighted area of grounds. No extra charge. I asked about breakfast only yogurt and fruit cause hot food machines were not working. We get to room, it was a joining room to several out of state men workers on either side and even men hanging in parking lot and in vehicles. Felt very unsafe like I was being watched from parking lot and rooms on either side of us. Room smelled horrible, mold and urine on floor and walls. Furniture broken, holes in wall, writing on wall. Filthy enough that I'm sure health department would shut down. Basically county jail is probably safer and cleaner. We immediately walked back to front desk and asked for a refund. I was told to call 1800 #. We left found the Best Westren in ************** that is wonderful, clean and safe. They even allowed us to see room before charged. Was told by customer support we have to wait till after planned check out day and for manager to respond to complaint and find resolution. Case # has been created and given but it may take days before I get a resolution. Only resolution at this point is a full refund and if not I will be contacting BBB and health department. After several hours a day since Friday calling customer care I was given all kinds of I was offered free stays, then a refund through Zelle (red flag), then check in the mail and or points for free stays in the future. ******** care says manager of hotel has to issue refund and he will not answer phone. I put customer care on speaker and use a 2nd phone to call manager at hotel in Gorgetown and what do you know he answer! His name is ***** and not very nice The manager offered me the same run around until finally after discussing for more than 30 minutes agrees to a refund. Well no refund was given instead he took another ******. In process of disputing both charges with bank.

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Me and my family were deceived by the website that portrayed this as a nice hotel. We checked in to a room with a broke shower that smelled like smoke with no hot water. We told the front desk and they switched us to a room with no cold water.... A broke tv and remote control and what looked like dip spit on a welcome book. Not to mention the burn hike in the sheets when we pulled back the covers went to the front desk to tell them we couldn't stay here and they refused to give me a full refund. We were there for two hours total.