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:09/10/2024

  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.

  The Idiots Guide to Anesthesia Sun, Aug 18, 11:03AM (11 days ago)to me ---------- Forwarded message ---------From: The Idiots Guide to Anesthesia <******************************>Date: Sun, Aug 18, 2024 at 11:02AM Subject: Billing Error To: <**********************************************************************************>Hi! My name is *** ******** and my wife and I frequently come to your excellent restaurant. However, our bill was double posted and is twice what it should be. We have tried multiple times to resolve these matters with the restaurant manager but without resolution. Could you please intercede and fix this problem. There appears to have been a double billing to our account. Our waitress came to our table and said they were having trouble with their terminal and asked if they could bill it in a different manner. I agreed and we left. Since that time we had a posting of $199.18 on August *******. The actual bill was $99.59 ! Twice the amount!! So could you please intervene and resolve this billing issue My phone is ************ *** ******** The Idiots Guide to Anesthesia Mon, Aug 19, 1:42PM (10 days ago)---------- Forwarded message --------- From: ******* ******* ******************************************** Date: Mon, Aug 19, 2024 at 9:38 AM Subject: Re: Billing Error To: T The Idiots Guide to Anesthesia 8:53AM (5 hours ago)To: ******* ******* ******************************************** Hello! Please give me a call at ************! We are patiently awaiting a resolution of the double billing !Ebova Art <***************************>1:29PM (25 minutes ago)to *******.******* Hello *******: We are becoming increasingly frustrated and concerned with your lack of response on this matter (despite our *** numerous*** attempts to contact you). Please, take care of this billing error (or otherwise fraudulent billing practice) as soon as possible. ***** and *** ********

• Initial Complaint

  Date:07/09/2024

  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.

  On or about 9/9/2023 there was a pipe that burst in Woodspring ******************* ***The damage was significant. Roughly 150 people were displaced, however, the insurance adjuster never contacted tenants. The firm has drug others and I along saying they accountable and they would make it right. I sent picture and have a six month daisy chain where they avoided any actions. I've made necessary complaints and this is they way they choose to do business.On a separate occasion (2/8/2024, a tree on their property fell on my Truck causing damage. Again I followed the property protocols and they same actions followed. I've since been ghosted and requested a copy of their insurance multiple times, however, they refuse to do so. I have additional pictures and documentation, but am limited to what I can upload.

• Initial Complaint

  Date:02/21/2024

  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.

  Aimbridge Hospitality, who owns the *** on ************ in *************, **;From approx. May 2022-Feb. 2023, I stayed at this *** on ************ in *************, ** while receiving treatment for Stage 4 cancer at the local VA ********* I had stayed here before in 2019, loved it...Have been a client of Extended Stay America for over 15 years...for business. Never had an issue, am a quiet, responsible and respectful guest, clean, don't smoke & have had great business relationships with *** until I got to this location.Checked into this ***, right away had to deal with the **************************************** Mgr *********************....had issues with everything from getting my deposit back, overcharging me despite having paid reservations in advance, issues with extending my reservation, to bedbugs and cockroaches that everyone who stays at that *** deals with...dealt with the heavy smell of smoke in the hallways, not a **** thing done. Apparently Aimbridge has it's own set of rules which totally go against ***'s policies....I sent numerous emails, had numerous conversations with **** and ******, never got any resolution to the deposit refund or the overcharging or the cleanliness issues.And right in the middle of getting radiation treatment at the ************ wouldn't extend my reservation, even though I got emails from Extended Stay America asking me if I wanted to extend my stay....wow.So, I packed up, went to another hotel and immediately wrote a long email to the folks in charge at Aimbridge and ***. The Regional Mgr reached out to me, thought we had it all worked out until recently, when I had to go back for more cancer treatment, tried to check in to an *** in *********, found out I was DNR (thats DO NOT RENT!) Wow. Classy.Reached out to *****************************, the *** reached out to the new Regional Manager, reached out to *** and Aimbridge multiple times....no response.I would like to know why I have been DNR'd and resolve this.

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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 stayed at this property 9/8-9/9. When i arrived to my hotel room (****), bed bug were found in the bed. I alerted the hotel staff and they resolved the issue, moving us to a different room and offering to refund our stay. They did in fact refund the portion I had prepaid. My issue A different card was used for Security deposit for $100. This amount was refunded. 9/9 we had an additional charge for $120. I called the property and had to have this charge reversed as it was incorrect. 9/13 we have a $197 charge on the same card. The charge has been posted to my account. I have been trying to contct the property for hours, no one will answer the phone, return my calls, return my emails. Anytime i am met with someone on the phone they "transfer me" to someone else and then the call drops.

• Initial Complaint

  Date:08/28/2023

  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.

  This hotel was the worst experience ever and . When I arrived and entered the room, the smell of smoke was unbearable. My son has severe asthma, and my reservation was for a non-smoking room. I spoke with staff requesting a different room that was non-smoking. I was told there were no other rooms available, and all rooms are non-smoking. The hallway of the hotel reeks of smoke. The smoke would go through the vents into our room every time someone nearby started smoking. The hotel staff ignored the fact people were smoking and dismissed the issues it caused with my sons health. The second issue was the insane amount of roaches. I woke up the first night and there were 13 roaches all over the kitchen. I took a picture and video to show the hotel. I again requested another room but was told no rooms were available by hotel staff. I showed them the video including the room number. Day three they finally moved me into another room. Yet again roached everywhere and smoke entering through the vents. I requested my money back so I could stay at another hotel. I was told they could not provide a refund. I had paid for over a week and had to stay there because the refused to refund my money. I Called four times to get resolution I am requesting compensation for the eight days stayed there. Every time I was told it would be escalated to supervisor and I would receive a call back within 48 hours. I never received a call before I left. When we began unpacking at home multiple roaches came out of our belongings from the hotel and into our home. I have had to pay for an exterminator multiple times to address the roaches that came from the Extended stay hotel. Since returning home I have called 9 different times requesting a refund for our stay due to the conditions and the ongoing expenses that have occurred to rid of roaches in our belongings. I will never stay at this hotel, and I would advise anyone to stay far away. My reservation number Is. *********

  Customer Answer

  Date: 08/28/2023

  ********************* 

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

• Initial Complaint

  Date:07/07/2023

  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 stay at the extended stay suite in ************** **. The one located at ****************************I did the check in on Friday Jun 09, and after that i went to my room. when i first got to the room i sense a very strong smell, but I did not think much of it, and thought that I was going to get used to and stay there ok. The first night i slept there I was not able to fall to sleep as the smell was worst, so i end up sleeping only 2-3 hours at the most. the next morning I contacted the receptionist and the manager offered to charge the room, so i decide to go check the other room out just to find out it was as bad as the one I was staying. I decide to move to the new room to give it a try, and end up sleeping there that second night about 4 hours. After two nights of bad sleep I decide to leave the hotel and go home. The manager was not helping and she told me to contact booking while booking told me to contact the property for a refund. All that being said I end up paying for 6 nights and sleeping only 2 nights. My wife stay 2 extra nights by herself, so we only occupy the room 4 nights. The place needs to be torn down, Its extremely nasty in there and there is no customer service whatsoever. I am looking for refund.

• Initial Complaint

  Date:06/29/2023

  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 stay at one of their hotels (Extended Stay in ****************) for 6/16 - 6/18 via hotels.com. I checked in on 6/16. I planned on sleeping during the day on 6/17 and getting back on the road that night. At 10 a.m. on 6/17, I began to hear constant banging which woke me up. I called the front desk to ask what all the noise was. She says, I dont know, maybe they are fixing the roof again. It literally sounded like they were working inside my room. There was so much banging and it sound like something was being dragged across the roof. I said how is anybody supposed to get any rest and if you were fixing the roof, why wouldnt you tell me at check-in so I could cancel then. She says she cant cancel the last night or give me a refund, I would have to call hotels.com. Hotels.com told me they would get back to me after they communicated with the hotel. After they spoke to the hotel, they told me to check out and they would refund me when the manager was there, which was Monday, 6/19. So I checked out before check out time (11:00 am) and started driving home. On Monday, hotels.com told me the hotel refused to refund me after telling them to have me check out and that they would. I called corporate and they gave me a number of *********************** and told me he would handle it but after more than 20 calls and no answer, Ive given up. I dont understand why they think I should pay for such a horrible experience and for a night I didnt even stay especially after they said they would refund the money because of the circumstances. There was been nothing hospitable about this experience.