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Business Profile

Motels

Clarion Pointe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair 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 July 3, 2024, I booked 2 rooms at a hotel [Clarion Pointe in ********, **] for August 4, 2024 August 5, 2024 through Priceline.com. When we arrived at the hotel, they gave us keys for our rooms. Upon entry, we immediately smelled a strong cat pee smell. I went to the 2nd room and it smelled WORSE. I immediately went and told the front desk about it. He said that the rest of the rooms werent ready and that it would be 30 min before they could put us in different rooms, so we stayed in the rooms until they came to get us. By the time they came and got us, I was getting sick from the smell. The new rooms were fine, but my stepdaughter turned up the heat in her room because she stays real cold. As soon as she did that, the room filled up with a smell that smelled like burnt air, like it [the air unit] was about to catch on fire. It was hard to breathe in there after that, so we put her in my room and told the front desk. They told us the only other rooms were the ones we just came from that smelled like cat pee. So after some thought, I booked a different hotel and we left. Before we left I told the front desk we were leaving and gave them our keys. Now I have contacted Priceline about this and when they try to call the hotel for a refund, they tell them the hotel manager is not there. I even called the hotel and got told the same thing, even after they had told Priceline on Sunday that the manager would be in on Monday, which is the day Priceline called. Theyve tried again with no result. Im just looking to get my $180.18 back for the rooms that were not tolerable to stay in, even though the hotel policy said no refunds. Nobody wants to stay in a room that smells like cat pee or electrical burn.

    Business Response

    Date: 08/19/2024

    H Team,

    Good morning. Myself PK and I am the manager of Clarion Pointe, ************. I had a covid and  that's why i took off on work for 1 week and the front desk already told to Priceline about this situation. It's already refunded for both rooms.

     

    Thank you,

    PK

    Customer Answer

    Date: 08/20/2024

     
    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,

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

Clarion Pointe is NOT a BBB Accredited Business.

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