ComplaintsforCountry Inn & Suites

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan. 9 we stayed the night at the Country Inn & Suites by ********. On Jan 10, my daughter has a *** and which we have a drs note for. She went to walk the dog outside. The manager in return tells her they are not a pet friendly hotel. My daughter proceeds to tell her she has a drs note for her. The lady responds well you can get that off the internet for $75.00 in which my daughter responds no ma'am that is illegal its a legitimate drs note. I can show it to you. She then proceeds to tell her she needs to leave. My daughter walked away. Came up to the room to tell. me. I said thats fine we are fixing to leave. So she grabbed some of her stuff and walked back down and again the lady tells her you need to leave. She walks to the car and comes back up and again tells her you need to leave or will press trespassing and call the police. My daughter continues to walk by and comes back upstairs. We both went back downstairs and the lady is still standing at the door she does not say anything to her because I am with her. Loaded the car and went back to the door and couldn't get back in because they locked us out. So I walked around the building and I tried to approach them things escalated quickly and they said they will be charging us a pet fee because our dog is pet not a ***. I told her no its a *** and she said no its not and her word is final. So I have contacted ************* with no resolution. I have tried to call on the 10th and they told they need to return the money they told me to quit calling and hung up on me. I emailed them with no response. I called again today 11/12 for money back and they told me no and I asked for itemized bill they told me to quit calling and hung up on me. I emailed them with no response still. We disputed transactions with bank but they said it is no guarantee because it is up to the merchant. They are discriminating against a person with disability by charging a "pet fee" and the room was left in good condition with no issues.

  Business response

  02/05/2024

  To whom it may concern. I am *************************** the General Manager of this property and yes I witnessed this. All that is being said from this guest is false allegations. We are not a pet friendly Hotel and this guest snuck her dog in through the back door. The next morning her dog tried to attack two employees including myself. I was taking out trash through the back door and her dog ran on me and tried to bite me. She pulled her dog back and I back behind the front desk. That's when ****************** came and told me the a dog tried to bite him. I then went to the guest and I asked her to leave and she began outrageously cursing out my front desk staff and refusing to leave the property. She was saying that her dog was just friendly but nobody thought it was a friendly dog because it was angry. She was refusing to leave so  I had to call the police to remove her, but she left before the police came. Since then she has been calling the property threatening staff and constantly harassing whoever answers the phone. We have a no pet policy, no there will not be any type of refund because she broke policy. She is not allowed back on this property and we wish for her to please stop harassing us and telling lies. This is not acceptable. She is charged for breaking our policy. 

  Customer response

  02/05/2024

  Complaint: 21139268
  
  I am rejecting this response because it is all false allegations by them. They refuse to show proof of the incident. As this is discriminatory because they are not pet friendly. We did not sneak the dog in because we have no need to because we have proper documentation to validate this.    We came in the back door because I room was by the back door obviously.   We avoid elevators when ever possible and we have that right.  My daughters dog has lived with her from DAY 1 living in a DORM at ************* almost 3 years now which obviously has to have ALL the proper documents.  But trust me we wont ever stay there again with or without my daughters ****  Learn your civil laws and quit lying and learn proper dog behaviors.  
  
  Regards,
  
  ***************************

  Business response

  02/08/2024

  As you stated in complaint #*********E005

    "We are not a pet friendly Hotel" 

  Upon your arrival you did not inform staff that you had a pet of any kind especially if your claiming your pet is an **** You are saying that this is your daughter's *** pet but your daughter is not a registered guest on the room. You are the only registered guest, and during your time at the hotel your daughter's pet continuously was aggressive towards my staff and myself. Your daughter's pet was also running up and down the 4th floor hallway unattended and unsupervised.  Again you never notified us that your daughter's dog was *** which is very important information that you purposely left out during your check in. Due to those circumstances is reason why you where asked to leave.

  Customer response

  02/14/2024

  Complaint: 21139268
  
  I am rejecting this response because: the *** was not running up and down the floor and with my daughter. I have never heard of such about a registering another guest.  My daughter was with me  upon registering in the room and it is my daughters debit card for incidentals.  We do not have to disclose medical diagnosis to anyone.   The dog is not aggressive and yet you have failed to show proof of these accusations.  Therefore you can reimburse us or you will be hearing from our attorney. This is last request of asking for the $150.00 back. I am also requested  corporate phone number and yet you failed to provided which leads to me to believe you do not want to get caught laying and risk a law suit for discrimination with someone with a disability.   
  
  Regards,
  
  ***************************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The ceiling in my room leaked and damaged my laptop in the middle of the night. The dripping from above was loud and interrupted our sleep. The hotel manager claimed he would pay for the damage and that the leak was corrected. The staff in the hotel confirmed this was a known problem, and there was previous damage visible on the ceiling. We were assured that the problem was fixed, so we did not change rooms. However, the dripping returned the next night, interrupting our sleep again. When we attempted to contact the manager to pay for the damage(which was significantly less than the full cost of the damage because of the insurance coverage I pay for) and a refund for our ruined stay, we were ignored.

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