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:07/04/2025

  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 am filing this complaint regarding a serious violation of privacy and safety that occurred during my stay at a CozySuites property in *****On the morning of check-out, a man sent by CozySuites entered the property twice the first time at 9:00 AM, two full hours before my 11:00 AM check-out time. He did not knock or announce himself, and simply walked in. I was undressed at the time of the first entry, which made the intrusion particularly distressing and violating. I have proof that he asked CozySuites if he had the green light to go in and they did grant him access. This entry was unauthorized, unannounced, and completely unacceptable. I received no communication or warning that anyone would be entering the unit that morning. Feeling unsafe and violated, I left the property in a rush. Immediately after leaving, I contacted CozySuites to retrieve personal belongings I had accidentally left behind including expensive prescription medication stored in the refrigerator. Despite reaching out multiple times, I received no response. I was completely ignored.This experience was not only traumatizing, but also constituted a clear breach of basic hospitality standards and guest safety.I am requesting the following compensation:Reimbursement for the cost of the lost prescription medication.A full refund for my stay, due to the privacy violation and the distress it caused.I hope this complaint will be taken seriously. If not, I am ready to take legal action actions. I have a video of the man who tried to enter the second time and a recording of his exchange with cozysuite where he asks for their authorization to come in my unit at 9:00 am and was given the ok.

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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.

  Hello, Im filing this complaint against CozySuites. I booked an ocean view room at their ************* property (*************************************) for one month from 2/17 to 3/19/2025. The room number was not provided until less than 3 hours before the 4pm check-in time of 4pm. I notified CozySuites that the room type was incorrect. CozySuites did not respond to my notification until after the check-in time. The response denied my request to change my room. I then requested a full refund of the $1700 dollars that was taken from my bank card. I did not get a response from CozySuites until after 8 pm on the day of check-in. Their response offered the room I requested during booking for an additional feel of $70 dollars. I then reminded CozySuites of the previously approved monthly fee of $1700. They then provided a new room number after 9 pm on the day of check-in for the price I had already paid. However, due to their delayed responses, I was not certain if and when the issue would be resolved. I had to make other arrangements for a place to stay. I asked CozySuites to adjust the reservation dates to 2/19 - 3/21/2025 or cancel the reservation for a full refund. The request was denied by management. They also refused to provide the managers name, legal business name and address.

• Initial Complaint

  Date:09/13/2024

  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 booked a hotel room with CozySuites from July 22nd to July 28th. I paid $1,478.48 for a room I didn’t spend but 2 hours in. Upon check in, the room looked nothing as pictured. Me and my family left after 2 hours of being there and never came back. We found another hotel to go to immediately. The room was moldy, musty smelling, and extremely dirty. There were cracks in the door and ceiling. I contacted CozySuites after checking in and they stated they’d get back with me but never did. They gave me a bogus email to send my complaint to. I had to call their customer service several times with no help. Finally they offered a $150 for my cleaning fee that I paid. A $150 refund for a room that was never clean in the first place. I denied the cleaning fee because I never received service from this company and expect something more reasonable. The company replied that all they can offer me is $150 refund for a cleaning fee for a dirty room I never stayed in. Cozysuites falsly advised the room online on **** and robbed me of my money while traveling out of state. BUYERS BEWARE.

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service 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.

  Stayed at Showboat/Cozy Suites *************, August 6th, checked out August 9th. We arrived at the location around 3pm Tuesday August 6th, checked in and went out. Noticed the TV was not working until later that evening. I had reported the issue with the TV not working on Wednesday (7th), morning and spoke to **** and she advised someone would be coming to room to check in it. Cozy suites employee did arrive between *****pm that day and was unable to fix the issue. She advised that a specialist would come to check on it between 630pm-7pm that evening. No one ever showed up so I contacted Cozy Suites and spoke with ****. **** advised the specialist was off and would not be able to come check on it until Thursday August 8th at 6pm. Why would they tell me some one would come and not double check if he was off?? The specialist did arrive at 6:40pm Thursday evening. He was not able to fix the TV, took the cable and said he would be back in a few minutes. 2 hours later, still no specialist. I texted **** and she said he said the TV was working fine. This is lie number 2. I told her that will be contacting Cozy Suites corporate and better business bureau. She then said that he went to look for another cable and one was not available. We agreed on $100 credit (which I have not received yet). This miscommunication caused our stay to be very unpleasant. Not only did we have terrible weather that we had to remain inside without a TV and the deal with the back and forth with customer service. The background noise when I spoke to **** was very hard to hear her. The room was beautiful but customer service was not so nice!!

• Initial Complaint

  Date:07/22/2024

  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.

  Booked an Apartment online for over 30 days. Pictures were beautiful with nice decoration, curtains, nice furniture and the description said a bedroom and a sleeping sofa in the living room. Reality was a nightmare when I got to the Apartment for check in. The apartment was not the one pictured, no decor at all, no curtains, no sofa. The place wasnt cleaned, had trash from previous tenants, blood on the walls and doors, the carpet was all gooey with yellow discharge on it, every corner you look in, its filthy. Pure nightmare and the complete opposite to what they advertise online.

• Initial Complaint

  Date:07/17/2024

  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.

  CozySuites is unscrupulous and negligent to the point of Breach of Duty/Contract. Prepaid for Stay 7/13 - 22. $1303.10 Whimstay Conf# SL9nPD63Plix CozySuites Res# ************ Unit: CozySuites 800 Tower 1BR w/ gym! 25 Sleeps 4 1 King 1 SofaBed A/C Kitchen ************************************************************************************************************ 7/16/2024 10:30a Left/checked out due no commitment to resolving A/C and other issues noted below including denial to relocate. We endured untenable living conditions IN GOOD FAITH, ruining VACATION commitments. I have been forced to make alternate accomodations on my own dime. Please help me get fully refunded. ?Issue #1 A/C 7/13/2024 3:53pm Notified A/C was broken with pictures. 4:56pm Informed ******* would come, I stated needs coordination and it was agreed.8:04pm Handyman arrived - we were out - NO COORDINATION as requested.8:46pm Handyman would be available 9a - 6p on July 14. We asked for 9am and it was confirmed.7/14/2024 9:35am I had to message support. ******* never showed up. 11:42am Handyman magically showed 11:42am with NO UPDATE from support!11:47am ******** says the A/C issue is electrical and beyond his abilities. 6:21pm Over 5 hours with no updates so I message support again. ?7/15/2024 5:32pm Reached out for update. Told relocation not an option. No update on the status of fixing the A/C. ?Issue #2 Lack of Bedding 7/14/2024 8:55am ?Messaged support no bedding. 9:43am CozySuites coordinating cleaning team. ?6:21pm Over 5 hours no updates!7/16/2024 still no bedding provided. Not "AS ADVERTISED"??Issue #3 ?Miscellaneous No bake ware, 1 fork, only spatula majorly deformed(pic). ?Issue #4 Roaches 7/15/2024 6:52pm Found roaches and was asked for pictures. Sent video as requested. 8:50pm They would send bug spray right away. 7/16 STILL NO SPRAY. Issue #5 Relocation Request 7/15/2024 1:15pm Requested relocation 7/15/2024 6:03pm Relocation Is Not Option

• Initial Complaint

  Date:05/22/2024

  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.

  I booked a unit in ******* with COZYSUITES as host for 5/23-5/27, only to be notified on 5/21 evening that this unit is no longer available. They offered another 3-bedroom unit at a different location instead. Upon reading the listing carefully, we decided that unit will not fulfill our family needs and it has much worse review than the one we chose. We asked COZYSUITES to cancel the booking to allow our full refund as it is now outside of cancellation window for us. They refused to cancel and felt by offering us another 3-bedroom unit, they are holding their cancellation policy. It seems BBB has multiple similar horror stories on the same company. I am flying out with kids tomorrow to ******* and can't believe a business has the nerve to exist and to behave so unprofessionally to spam their customers. Please help us get our money back and please do something to prevent them from spamming others.

• Initial Complaint

  Date:04/05/2024

  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.

  I booked a 7 day stay at a Cozy Suites property at the 800 Tower apartments in ********** ******** from 2 thru 7 March. The property was filthy. There were blinds missing from the window in the living room making it unable to have any privacy. The couch was visibly stained. The carpets were visably stained and filthy. There was paint peeling from the walls in the bathroom and the unit needed to be swept and mopped. The kicker was the oven had was dirty and had been sprayed down with a cleaning agent and not cleaned. I got the run around for 6 days with the maintenance man showing up the day before check out when we initially called on day 1. The manager assured us this was a one off and that this never happens. Fast forward to 4 April, where I checked into another unit in the same building. This time it was a 2 bedroom, 2 bath unit. This unit looked much better cosmetically but was dirty. The counters have crumbs on them. The stove was dirty. The cabinet held an old pizza box. The couch had a burn **** on it. There are several missing blinds in the living room that has the only tv in the unit so there is no privacy. The oven is dirty and has old food in the bottom. Both showers have standing water and do not drain making it impossible to bathe. I contacted cozy suites at check in and told them what was happened and I sent pictures. I reminded them of my first experience and was told someone would be by promptly the next morning to address all issues. The next afternoon on today, 5 April, no one had come by and cozy suites have stopped responding to my emails and texts. I called the customer service and requested a refund to due to getting the run around and was told I was not eligible due to their refund policy. I even offered to pay for the night I stayed and was denied a refund again and was told a manger would contact me which also did not happen. I want my money back asap. This is unacceptable.

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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 entered a request for lodging near *******, ** and the CozySuites info was made available. I am not familiar with places in ******** and wasn't aware this place was 4 hours away from where I was to be. After I booked 2 rooms for 3/24-3/26 I realized I was in the wrong geographical area. I called CozySuites to cancel the booking and was told I would be charged a cancellation fee of over $400.00. I did this on 3/9/24 and cancelled the booking within one hour. I emailed Booking.com and was told they "understood my situation" but was still going to charge the fee. I don't feel this is appropriate or warranted and am requesting the cancellation fee be waived. My **************** care was charged the original amount of over $567.00 and I contacted AM to not pay the charge. I am requesting your assistance in resolving this. Thank you very much.

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Horrible Experience at Property #*******ha, No Refund Provided.Upon arrival on the scheduled date, we were unable to gain access to the Property because the access keypad was broken and the door was out of alignment. We called CozySuites support for assistance to gain access. Cozysuites provided us with a new door code that also did not work. We were finally able to gain access on their own by forcefully shaking the door back and forth without using the keypad (video evidence of this access was previously provided to you, Cozysuites). Obviously, this unconventional access was a concern because anyone could forcibly enter the Property without the keypad. After entering the Property, we again called the support number back because of the safety concern. The Cozysuites support staff proceeded to hang up on them. We also attempted to contact the owner of the rental unit who ignored my call numerous times. Instead, the owner texted us saying they would call a repairperson to work on the door without ever explaining how and more importantly when this would occur. Thus, the we were left with an unsafe and completely unsecured property. When we walked through the premises for the first time, it was evident there was no toilet paper in the bathrooms, the bathrooms were dirty. Even more shocking, there was very little furniture and certainly not enough furniture for the number of occupants VRBO pretended and advertised the Property could hold. The listing advertised that the rental unit slept five adults. There were not enough chairs or other furniture to sit three adults let alone five adults. In addition, the advertised double sofa bed was actually a futon that could only fit a small child. Moreover, there were no linens or pillows for the futon. Obviously, it is not sanitary to have a guest sleep on the same fabric futon occupied previously by a perfect stranger. The summary of the property listing described the building as a newly built condo in **********. However, the building was built well over 10 years ago. Furthermore, it described the condominium as overlooking the ***************************. The Condo overlooked another concrete building. The website stated CozySuites is available 24/7 by message through the app, call, text or email. However, as mentioned before, we were hung up on and ignored. The Property owner and CozySuites breached their contract with us by failing to perform according to the terms of the agreement and providing the experience that was advertised online that was mutually agreed upon. Moreover, we relied on the false representations set forth on the website that the condo would include a double sofa bed with linens, a functioning door with adequate secure locking devices, clean bathrooms upon arrival, a view of the ***************************, accommodations for five individuals to comfortably stay and ******************. This condominium is far from the two Bedroom **************** Golf Oasis that was promised. We require a full refund in the amount of $1954.00.