ComplaintsforHometowne Studio Suites

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If I could award zero stars, I would certainly do so. To begin, the presence of roaches pervades the entire premises. Furthermore, the air conditioning unit leaks Freon both inside and outside the room. Thirdly, the manager, *******, subjected me to verbal assault that left me feeling scared and uneasy. Instead of acknowledging her mistake, she opted to use profane language toward both my husband and me, even resorting to racial slurs. Eventually, ******* agreed in front of law enforcement to refund us for the day, as she chose to ask us to leave the premises. However she has now gone back on her word. I plan on filing criminal charges as well.

  Business response

  05/30/2024

  The guest was asked to leave due to the boyfriend being rude to management and using the same racial slurs she has accused us of (which never occurred).  ********** and our security team were called after the boyfriend broke into the room when we refused keys because of his aggression.  Security came first and had to step between myself and the boyfriend because he tried to assault me. All altercations between myself and her boyfriend were on camera and if necessary will be used in court.  Police gave the guest until 7:30pm to leave which gave them enough time to damage the room as seen in the attached photos.  The amount of their reservation was not $600 as they are requesting.  It was for one night which on my end is about $65. However; they paid through an online travel agent so the refund comes from the travel agent as I told the guest.  I originally requested the refund for the guest (which is their responsibility) because police will not vacate someone unless I do refund them.  Due to the damages caused there will be no refund and Expedia has been contacted and sent the same pictures I have sent you.  They will not be allowed to book with my property. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hotel assistant manager refused to give my hotel taxes back. After 30 days in ***** you recieve the taxes back. I am owed taxes for 40 nights of $ 284.80.The assistant manager ****************** lied through email that i didnt fill out a form to get the taxes which is a LIE! The front desk agent that booked me in had me sign all the paperwork and it would be on video camera. I believe they are stealing the taxes because another person put a review saying same thing.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There's roaches everywhere, even though I have sprayed and keep the room and dishes clean. They do not change out the cloth shower curtain and it is stained and moldy. The roof has stains of unknown origin as well as curtains on the windows. The heater and air conditioning doesn't work. My mother has copd and cannot be in this environment.

  Business response

  03/15/2023

  Business Response /* (1000, 5, 2022/12/01) */ I cannot assist this guest with any of her issues due to the guest not being registered in the system and unable to locate a room number in the report Consumer Response /* (3000, 7, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the one whom originally booked the room on 9/30/22. They have record of that as well. Also, I placed a complaint with the corporate office as well and they are well aware of who I am. So I will not accept the response simply because it's a lie. I have payment records to back up my claim. I will not be paying for this room until the issue is resolved. Business Response /* (4000, 9, 2022/12/06) */ Guest was compensated a free night and has been informed no further compensation will be given Consumer Response /* (4200, 11, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was unhappy with the resolution, and suggested I can have that amount applied for the next week. Also, since I have been at the complex for 2 months they have NOT applied the taxes towards my room. I would like that to be the resolution and I would be satisfied

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This problem has happened twice we have no evidence from the first occurrence so I will explain the second time in detail. On 5/17 my fiance paid 428 to stay at Hometown we were giving a paper receipt that said our departure day was 6/1. The front desk Penny assured us that no mistake was made and when we returned on the 1st to pay we would be discounted for staying 30days. At 10pm on the 5/24 we were awoken from our sleep and told by unknown worker that we owed and would have to leave in the morning. We asked her to explain how and showed our receipt we were told that we weren't in her departure list in the computer. The District Manager had write a note on the clipboard for her to put us out without reason. That employee asked us to wait for an employee named Tony we waited until 3am he never showed to talk to us. In the morning, Penny asked us to come back in a hour so she could explain to us what happened after that hour we were given a brand new receipt that confirmed we had to leave. My problem is my original receipt says 6/1 for no reason should be departure date have changed that many days. Officer Watkins of Dallas Police Department agreed with us upon his arrival to the situation. He also agreed to confirm this to whoever reaches out. After being told by officer Watkins that he would not be making us leave Penny and Nikki flipped their story to us being violent towards them, which is completely false. We only wanted our original receipt honored. I spoke with several customers that agreed that when cash is used the DM Nikki tries anything she can to scam more money out of her customers. Pictures down below.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/16) */ I have attached the guest folio, confirmation letter, and signed guest rental agreement. The guests were asked to leave for non-payment. The guests destroyed the room to retaliate after asking for payment to continue their stay at Hometowne Studios. They have been placed on our "do not rent" list. These claims are all false. All payments are video recorded and documented on the receipt. The female guest, making the complaint verbally threatened the management on duty. which is why the police were involved. The police were called a second time to have the guests removed from the property. Consumer Response /* (3000, 8, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have proof that our receipt said we didn't owe money until June 1st. Management is constantly lying I have a police officer as a witness on my side. Officer Watkins agreed with us and refused to remove us. They called the police again and lied saying we were aggressive. When video camera will clearly show we never tried anything all we did was ask questions. Because how did we get a receipt that said 6/1/22 but Nikki **** told her employees we owed on the days before. I have attached our first receipt and then the reciept we were given on the 5/25/22.

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