ComplaintsforIntown Suites Hotel (all locations)

Name: Intown Suites Hotel (all locations)
Address: 980 Hammond Dr Ste 500, Atlanta, GA, 30328-8186, USA

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Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was out back and there was gray bings and uap's out there looks like in the pictures they was taking people out there room I have pictures of them at people doors this need looking in to if you would like to see pictures give me a call
Business response
11/01/2024
Thank you for choosing InTown Suites. We value you as our guest. The safety of our guest is of utmost importance to us at Intown Suites. Be aware of your surroundings. Please report any suspicious activity to the Front Desk or Property Attendant.
Initial Complaint
10/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Currently staying at the Intown Suites Extended Stay in ************, ********. My car has been vandalized, broken into, tires flatted and issues in the room. Sever roaches, toilet not working properly.Nothing is bring done. Inquiring legal advice to pursue legal action.
Business response
10/28/2024
Thank you for choosing InTown Suites. "InTown Suites is not responsible for accidents or injury to guest or visitors. We are not responsible for loss of or damage to vehicles parked or located in the parking lot, or for loss of personal property from a guest's room or vehicles(s) parked or located in the parking lot." Sorry for any inconvenience this has caused you.
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I stayed at the intown suites in ********** from 10/8/24-10/15/24. Due to hurricane ****** I had to stay in a hotel. When I arrived ***** the employee who checked me in took about 30 minutes to complete the check in, he was on the phone with somebody who wasnt a customer. When I got to my room it was good at first, as the days went by I saw a total of 5 alive cockroaches, and bed bugs. Due to the hurricane the office was closed so I could not contact them for a new room. I would have booked a different hotel but there wasnt any availability. When I checked out of the room I brought my concerns to ***** and he was very dismissive. I wanted some sort of reimbursement, due to the condition the hotel was in and I was very unsatisfied. He said that there was a no refund policy, he highlighted where it said that in the agreement. He highlighted I understand that no prepaid room charges will be refunded if I stay less than the purchased period of stay. I stayed the whole term. Then I wanted to go over my charges because I thought I was overcharged around $100, including a $30 late fee which doesnt make any sense. He then said no and said have a good day i asked for a number so i can call them and he said no. I was very unsatisfied which the whole situation. I want a full refund for my stay.
Business response
10/21/2024
Thank you for choosing InTown Suites. We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.
Customer response
10/21/2024

Complaint: 22440049

I am rejecting this response because: no paperwork stated that there was a no refund policy. This needs to be fixed and the full amount needs to be refunded. I wont take any other option to be satisfied.

Sincerely,

***** *******
Business response
10/23/2024
Thank you for choosing InTown Suites. According to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.
Customer response
10/24/2024

Complaint: 22440049

I am rejecting this response because:

The agreement does not say no refund. Im not giving up on this until I get a full refund.

Sincerely,

***** *******
Business response
10/31/2024
Thank you for choosing InTown Suites. We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.
Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
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.
I stayed at a ntown suites in ********,** for 6 months , I have pics of the room, t was disgusting, The manager was a creep and tried to talk me in a in apporiate manner, I demand a refund placed back on my card asap.
Business response
10/21/2024
Thank you for choosing InTown Suites. We apologize for the financial inconvenience these concerns have caused you, however, according to the guest agreement signed at the time of check-in InTown Suites has a no refund policy.
Initial Complaint
10/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On September 29, 2024 a reservation was made to stay at the InTown Suites in *********** with no issues. The day I went to check in 10/4/24, I was advised there was no room available for my stay but oddly enough they has already charged me for one night on 10/3/24. I was told that was an error and it would be refunded. That following Monday I still had not received my refund and I called and the front desk agent said I would see if that Wednesday or Thursday. Friday morning still no refund and I called again and was told they would speak with the manager and if it could not be done they would reach out to me, shocker (not really) no call made to me and today still no refund! So I called this afternoon and was told now I needed to call their corporate office but the front desk agent would not provide a number. I found one online called and you have to email them. I am not going to play the cat and mouse game Chasing them for my money that they room when no room was available! That's theft! I want my money assp!
Business response
10/15/2024
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Customer response
10/15/2024

Complaint: 22421107

I am rejecting this response because:
I have called and emailed and been given the runaround and total disregard to a charge that is not valid and was taken when rooms were not available. This is now considered theft and I want my money back period!
Sincerely,

***** *****
Business response
10/15/2024
Thank you for choosing InTown Suites. Reservations are not a guarantee for specifics, but accommodations. We attempt to honor specific request but its also depending on availability at the time guest physically register on the property. Keep checking with the front office staff for availability as it becomes available.
Customer response
10/15/2024

Complaint: 22421107

I am rejecting this response because:
Regardless you are missing the point, if no room is available then you have no right to charge me for a room that I am not checking into! My check in date was not until 10/4 you charged my card prior to that and I didn't stay refund my money you are crooks!
Sincerely,

***** *****
Business response
10/23/2024
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Initial Complaint
10/11/2024
Complaint Type:
Order Issues
Status:
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.
10/04/2024 54:00 Was not aware that Inntown suite employee didn't arrive until 1100 when I paid for room waited until employee arrive was told I was trespassing had to transported to hospital for CVA APHASIA was released 10/06/24
Business response
10/14/2024
Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************
Initial Complaint
10/10/2024
Complaint Type:
Order Issues
Status:
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.
We are trying to pay weekly because its cheaper, but they cancelled $90 of our transaction on 9/23/24 so we had to pay the daily rate for 14 nights which cost us an extra $350. When we reach out to corporate they tell us to talk to the front desk, but the front desk is the problem. Why should we have to pay extra because the cashier doesnt know how to work the computer?
Business response
10/14/2024
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Customer response
10/15/2024

Complaint: 22406500

I am rejecting this response because:
I tried getting help from corporate and they just told me to deal with the front desk, but the front desk is the problem.

Sincerely,

****** Delain ******
Business response
10/15/2024
Thank you for choosing InTown/UpTown Suites. Reservations / cancellations / modifications for InTown Suites can be made at ************** and UpTown Suites **************. *****************************************
Initial Complaint
10/07/2024
Complaint Type:
Product Issues
Status:
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.
I reserved and paid for a room with a queen bed and sofa sleeper. I got a daybed. My son is 64 is to big for the daybed thats why I specifically asked for a sleeper sofa bed plus the daybed has hump in middle even I Cant get a comfortable nights sleep. So hes sleeping on the floor. I want some reimbursement of charges for no sofa sleeper bed and my son has sleep on floor. They never said daybed when I called and talked to sales person on the phone getting room information. To make sure its a sofa sleeper bed.
Business response
10/07/2024
Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. https://www.intownsuites.com/faq/
Initial Complaint
10/05/2024
Complaint Type:
Order Issues
Status:
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.
I am a resident and pay weekly for this room. Whenever something happens, there is no consideration or accommodation to tjose of us that pay our money. This goes anywhere from no housekeeping, staff stealing from rooms, no towels, no power, no internet . All of which we pay for weekly. If we complain, we are kicked out and entered on a do not rent status. I feel like I'm being robbed.
Business response
10/07/2024
Thank you for choosing InTown Suites. DNR status is a result of violating the guest service agreement at the time of check in.
Initial Complaint
09/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My 5 year old, 7 year old, and I were improperly put out by the manager at InTown Suites Extended Stay ************ - *****************. I paid to stay until Thursday, October 3rd, but out things and our person's were forcibly removed on Monday, September 23rd after a noice complaint. Now we are at risk of having to sleep outside. I know there is a no refund policy but may we please be permitted to stay at another In Town Suites location in the nearby ******* or ********* area to make up for the money and the room withheld from us? My children didn't deserve this.
Business response
09/30/2024
Thank you for choosing InTown Suites. Please contact the front desk for that specific on-sight need. Our property offices are generally open 11 a.m. to 7 p.m., Monday - Saturday. *****************************************

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ComplaintsforIntown Suites Hotel (all locations)

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