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:04/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  By far one of the worst stays of my life in the last *************************************************************************** the hospital. I came to stay for a day to help her out. I get to the hotel around 1:00 am. Get to my room which looks nice so that is a plus. The second I make it to the bed the power goes out. I go and check and the power is out for the whole building. I go back to the room with the flash light of my phone turn the sheet down barely on one of the beds and sit, thinking maybe it will come on soon. While I sit the couple in the room next to me is WILDLY LOUD. I then wait about 5 mins no lights come one. Go to the stairs to walk down and find a gentleman that works there asking what the issue is. He was far from helpful states it affected the whole block. Inform him I will not be staying as the people next to me are loud and without power to do anything I will be finding another place to stay. I at the time believe he would write it down that I left to which he did not. He also makes a snide ****** I bet someone wrapped themselves around a pole. I then leave and go to another hotel. My sister use her points w/ her employer to cover cost of the room at Baymont. We call the next morning to get those points refunded and are told no. Get told that the room was used and they will not be refunded. Doesn't matter that they were without power all night. Tried to explain when you book and pay for room you expect there to be power. Without power you can't see, cant use the *** can't shower, flush the toilet nothing. They did not care that they did not meet the standard accommodations when staying at a hotel. I tried to call Spoke w/ ****** who to say the least was one of the most unprofessional ladies I have ever spoke with. She could not back up any of the questions I asked and use the escape quote of ma'am I am not longer going to discuss this with you. The lack of compassion in a time of family crisis and lack of professionalism in taking responsibility for not meeting the accommodations that come standard is appalling. Now turns out there was a wreck and a pole was hit which they cannot control, however they should have refunded or done something. We didn't even get so much as an I am sorry or any kind of explanation. I only found out a pole was hit as I was driving to the new hotel.

  Business Response

  Date: 05/05/2023

  We definitely hate to hear anytime a guest is unsatisfied with their stay at our hotel and look at each situation carefully in deciding when discounts and refunds will be offered. We do in fact try our best to provide exceptional service at all times. I did in fact speak to both ******* and the person whom booked the room ******** who we at Baymont have a long standing relationship with. The night in question the power did in fact go out due to a car accident and was out only a very short time less than 35 minutes not an entire night as stated. We are in fact a medical district so will always be first responded when an electrical issue arises.  This is something that was beyond our control and happened in the middle of the night around 1:30 am or so. The room was booked using points accrued from Mrs. ******** ************** that we do in fact offer a rate for to use our board room and also allow her to use our breakfast facility after hours free of charges as a training facility for her onboarding classes for her trainees on hand experience in setting up equipment. We do understand and empathize that coming in to that *** not have been the best experience but given the history we would have also appreciated a little understanding as well and time just to get the situation handled. Although this *** have been *******'s first experience with **, ******** who is the person who is actually asking for the refunded points has dealt with ** many times is well aware that we do our best to go above and beyond any situations in our control. We wish them both the very best, but stand on our decision.