InTown Suites
reviews and complaints

Dec 27, 2022

Approximately 11pm we return to go to our room with our young son who had been asleep in the car. We get to our room and the key won't unlock the door. We get the after hours number listed on office door and call expecting to be helped. The girl answers the phone and I explained what the problem is but instead of offering assistance she begins scolding me and saying I should have checked my key before leaving the room! Who does that? Then the girl tells me it will at least 1 hour before she is able to let us into our room because she "has a life" and just began her lunch break and is not even on the property! What!? The more I sat and waited with my young son (who now is wide awake) the more unjust I felt this was, so I called her again and asked the girl for a supervisor or a different number I could call and speak, the girl said there was NO other number that I could call and absolutely NO supervisor or anyone above her that I could deal with! It's now 12:20am, it's been 1 hour and 20 mins and we are still waiting! This is completely ridiculous! This girl should lose her job for #1 not being on the property #2 providing terrible customer service and representing InTown Suites in such a terrible way #3 failure to provide supervisor information when asked specifically!

Hello. I've been a guest at the Hoover, AL Southpark Dr location for almost a year and a half. I've been patient when it comes to water-pipe issues such as a major leak in one of the rooms on the main level and the water had to be cut off.

Today, on Christmas Eve, the water is cut off due to two rooms on the main floor again having pipe issues. Intown Suites did not take precautions to keep the pipes maintained knowing there will be extremely cold weather in the area. Guests are complaining at a crucial time. Everyone, including myself, needs to use the bathroom. I have to frequently use the bathroom due to health issues. I can't have the water turned off. Some guests are ill or have children, things people are going through that the bathroom is highly needed. This was irresponsible of Intown Suites to not be considerate of the guests.

I don't have a car. For me to move to another motel now in the wintertime in addition to the cost is giving me anxiety. I feel stuck at a place where guests aren't being notified of certain things until the last minute and things will take many hours for it to be resolved.

I am considering on moving to the motel across the street. I really can't afford to go there, but it seems like I don't have much of a choice. I'm very disappointed but Intown Suites needs to be more professional and show more concern about the guests.

I’m currently staying at Intownsuites in Marana Tucson the so called manager with green hair refused to give me a second key for my daughter who is 13 the 2 and 3 week we paid for our stay! The First Lady the first time we checked in gave us 2 keys no problem… I ask the manager with green hair if we can change rooms she stated she didn’t have anything which is a lie because the rooms were available when I called from a different number! Don’t understand y I have to go through this! I’m just a guest trying to be accommodated.

We are staying at the Intown suites located in Cumming Georgia, we were severely inconvenienced by not having water for approximately Dana here. Which we dealt with come but after this morning going down to do laundry and now the machines are broken this is utterly ridiculous. Not only were we inconvenience for the lack of water in our room the whole entire complex wires. This is a complete disgrace. And a huge health concern on top of that. We will notify the water will be shut off at certain time, for approximate two hours. The contractors failed to adhere to the times and shut the water off an hour prior to the notice . on top of that when you try to ask somebody what happened what’s going on they were nasty degrading and unprofessional. I would hope this is not a portrait of what your company or how your company does business. I’m a licensed plumber for 12 additional states. I can’t count how many violations that were broken due to the happenstances that took place in the last 36 hours, I would very much appreciate if somebody would call me back at [protected]

Hello,

My name is Michael Jones I'm reaching out because I been stating at the In Town Suites 6651 Eagle Crest Drive North Richland, TX 76180 and was informed by Rick Mobley at 6:21 pm 10/21/22 from the by Assist Manger Rick Mobley that a call had been flood damage to my room, from a water pipe bursting in the attic in the bathroom above the tub. He stated that he was aware of the pipe bursting when the sprinkler alarm or fire alarm system had went off and that was around 4:30 or 5 pm. The Fire department was called out to and the water was shut off.

When opening the door the assistant manager stated that water starting flooding out of the room along with my personal belongs. When trying to ask questions on why I was notified an hour or more later and what will be the resolution for them being damage/destroyed He presided to get very upset and said he didn't know and could only give me another room, and there is nothing that he can do.

This morning I spoke Bobbie the Manger at the property, and she stated that there is nothing she can do because I would have to have renters insurance to cover the damaged items. After asking can I have the claim number of someone I could speak with above her stated that she doesn't have a claim but gave a name of the Regional Manager Craig Martin, but wouldn't provide any other information.

Also I have never missed any time that have been staying there and have a copy of all my receipts as well, also the information that Manager Bobbie provided about renters insurance is incorrect because this isn't a apartment complex.

I would really like someone to reach out to me to resolve this I already missed time at work and hours trying to remove my belongs from the unit. This is very unacceptable that the manager and assistant manager we not helpful and just treated me like it was nothing and I just have to deal with it and the damage wasn't caused by myself but by a water pipe bursting.

Below is a list of all my belongs damage/detsroyed and I have attached pictures as well.

1. Personal convection oven

2.Smart TV (32 In)

3.Crosley Record Player

4.6 pairs of Nike's Tennis shoes paid over $150.00+

5. Clothes, towels, paper towels, bathroom tissue.

Can I please be reached back out to you by phone [protected], and my email [protected]@gmail.com.

Right before my family started staying here, basically the entire staff quit so we have had a lot of substitute employees. Most of them have been very lazy, don't do their job, won't get on a personal level with remembering guests, but I will shout out to one of the new managers because she is AMAZING. Very people friendly and knows her guests. However, we do not have a maintenance or cleaning staff and that goes against the advertisement and also agreement upon move-in. Also another BIG issue is guests are not receiving mail that is delivered by the mail service. It either gets sent back or "lost" in the backroom. Personally I have lost money on stuff I have bought as well as the item because I never received it. In my opinion (yes, we all have them) if a guest has to get a PO Box because of crappy mail here, the hotel should definitely deduct that cost from the room rates. Just a small suggestion on the mail part.

I am staying at the in town suites off 14th at and bishop and have been without A/C for the past 3 days. It is unbearably warm inside my unit. On the first day I reported the issue to the property manager and he did nothing. I just went down today to let him know and he said he will send maintenance by tomorrow morning, being the 4th day. My issue is comfort and I don’t have that at all much less attention and care to the issue presented by management. He should’ve sent someone over the first day it was mentioned.

Managers name is Norma G.

Her Location is Uptown Suite's in Austin, Tx on 7812 Clock Tower Dr.

I went to the other location and stayed another couple of weeks and they informed me that the Clock Tower location put me on a "DNR"which means do not rent.

Norma has a bad disposition about herself I would have had rather me died of asthma then an ambulance called... I come to Austin to work and mind my business.. I've never been put on an DNR list anywhere in my entire life... This is not the first time I have stated this concern because no one has reached out. This is a serious concerned I expect a phone call, an email, or something to that nature because I'm not going to stop..

My wife and I left the residence we were staying at because we had a reservation ( Confirmation Number: 3TEALJP89 ) at InTown Suites located on Independance Blvd in Virginia Beach, Va. My wife arrived at 2:52 to check-in for the Premium Room we had reserved weeks ago. She arrived early because as per our reservation “ • Reservations are Guaranteed Until 4PM Hotel Local Time • For Arrivals After 4PM Hotel Local Time, Please Contact the Property Directly; Failure to do so May Result in the Cancellation of your Reservation “ check-in is at 3:00pm. The weather was 97 degrees and sunny. The A/C in our car did not work. My wife was met by the Receptionist at the entrance door. My wife told her the she was there to chick-in and the Receptionist told her that she was closed for lunch and that she would be back in about 45 minutes. The receptionist closed the door, locked it and left. At 3:03 I arrived because I made the reservations and was told that I was the one who had to do the check-in. We patiently waited in the car sweating. At 3:55 I got concerned because we had to check-in prior to 4:00 as per my reservation. I called the 800 number on the website and was told to write this complaint on the Customer Service form. I did. The Receptionist did not return until 4:46. An hour and forty-five minutes she was gone and we had to wait for her “45 minutes lunch break” in the hot burning car. This is where the first problem started. Being told that the office will be closed for about 45 minutes so that she ( the receptionist ) could take her lunch which lasted almost 2 hours. Prior to paying for the room she offered us the opportunity to see the room that was reserve. We went to the room and opened the door and this is were the room problems started. The size of the room was much smaller than any Hotel/Motel I have ever stayed in. As per my Reservation and the amenities of a Premium room, we are not nowhere near satisfied with what we paid for. The Premium Room that we paid $2,382.50 a month for is suppose to have per the website a “Recliner chair or sleeper sofa” (We have neither in our room). We were told at the front desk that they do not have recliner chairs or sleeper sofas in our Premium room. I am paying top dollar and not getting what is suppose to come in the premium rooms. “Lift top coffee table” (We do not have one in our room). Don't know where it would be put because the room is so small and I am paying top dollar and not getting what is suppose to come in the premium rooms. “Updated bedding with storage bed frame” (We do not have that in our room). Don't know why not but I am paying top dollar and not getting what is suppose to come in the premium rooms. “Fully furnished” (The room is not Fully Furnished) A fully-furnished apartment is one which is equipped with all required items of a household. From sofa to table lamp, from bed to a dresser and even electronic appliances, utensils and glassware in the kitchen – a fully-furnished apartment has everything required in your day-to-day life. I am paying top dollar and not getting what is suppose to come in the premium rooms. There is a “Full Size Mattress” in the room when the reservation lady told us that there would be a “Queen Size Mattress” in the room. We thought we were paying for a Queen but got a Full Size. I am paying top dollar and not getting what is suppose to come in the premium rooms. Our decision to live at InTown Suites Virginia Beach was the informative (but misleading) website and the information given to us by the nice lady who said she was over all InTown Suites reservations. We were not afforded the opportunity to see what a room looked like until right prior to check-in and room payment. Never would we have payed top dollar ( $2382.50 ) for a 28 day stay to practically live in an advertised premium room and not get what we were told when we made the reservations. We ended our rental agreement with our Landlord on the 19th because we knew we had a reservation there. We had no where else to go so we signed the agreement. If by some chance we would have been told that we were not getting what is on the website and verbally told, we never would have forked out that kind of money for what we were getting, or not getting. We have found another place to stay because we can't stay there in that small room and feel good about paying the 28 day rental price. With all the above misleading advertisement, we would like to get a full refund seeing we did not stay one single night there. We are very disappointed in the way the property management left us hanging in the blistering 97 degree heat to take a 1 hour 46 minute lunch know we were waiting to check-in, not having what was advertised in the room and not living up to your commitment “ We are committed to providing our guests with the best possible extended-stay experience”. Please respond in a timely manner because everyday means money paying for a room that we are not staying in. Thank you.

My flight arrived late, and by the time I arrived to Intown Suites, it was 7:30pm, and there wasn't any one to give me a room. I called the after hours number, and the gentleman was not able to give me my room, so I had to go to another hotel to spend the next 2 nights.

I was still charged for a cancellation fee, even though I wanted the room and was late to check in due to my late flight arriving in houston.

I still wound up staying in InTown Suites 2 days later until the 18th. My new Confirmation number # SMSA7KW50.

i would like the cancellation charge refunded back to me.

Ali Ahmed

Feb. 18th to March 18th

Sadly, we were placed in a room obviously not cared for, dirty floor, only vacuuming every other week, after asking politely. Only one set of towels for two people for a month stay with no fresh one's provided. Getting a newer unit was not an option because that would be a higher rate room and why give it to us instead of leaving it empty? When reservations were made on company line, first one was full and so we were called back after making our reservations with that one and had to find another location for us which was hard for the phone rep had trouble finding one, I looked one up. The first two weeks the elevator made horrible sounds and not repaired until someone got stuck in them. I have a short video with sound if you are interested. Office closed on Sundays, disabled but still put on third floor far down the hall. On safety check day my husband's oxygen machine was noticed and a mumble made, I believe there was a comment that we should have been on the first floor. Smelly room. I used Lysol, asked housekeeping to deodorize it and as though that was normal, suggested Febreze and a plug in. That did not help and the smell was obviously noticed by maintenance when he stepped inside to help me by the look on his face. I requested a microwave that was not rusted inside door and outside so we could cook and have been living on restaurant food which is Difficult for 2 diabetics. I was told the place was being redone so I could not have a new microwave. I would have been happy with an old one that was not rusted but that was denied as well per management. Housekeeping and maintenance were very polite people and accommodating as much as they were allowed. Door in back always unlocked, even during drug fight and running criminal police spent the night waiting for at the doors. The front door was propped open all night for Saturday. The front door started being propped open when the office was closed. The manager was rude when she 'checked' the room when we left. For what? the chipped and rusty bathroom sink was still crappy? That it still looked and felt like the room that had not been used in quite a while. So that the carved marks in the wall were still there and the old scratched up paint. No service on Sunday? No alert before fire alarms being fixed. Walking down a hall with sudden flashing lights and alarm sound is quite dangerous for me as an Epileptic. Especially when off guard. I have used Febreze, Lysol and placed bars of soap around to battle the odor. Walls have old marked up paint that looks gross. I had to treat shower head to actually shoot out water. When I got it adjusted, I was grossed out to find a hanging piece of black mold hanging from the shower head which needed treatments of Bleach. I bought water to drink because of the nasty smell and taste, Speaking of which I am grossed out every time I have to use the bathroom sink since even that has scratched up with black and yellow showing where it had peeled and won't clean off as with the caked spots on the counter. Speaking of which, the kitchen counter has what looks like someone set a hot pan on there and it is cracked and bulging. Lighting is dark and there are three lights along with shower section. None are bright enough to make it less depressing. Someone came by very early in the morning and shook the door handle it is loose and maintenance showed up later to screw it in a bit which it loosened up later. I am under the impression he is as limited to help as housekeeping in spite of them being attentive and willing to help and polite. Did I mention how stuffy it is without running the fan constantly but is stops out of the blue usually after we go to bed. The very hard bed that is impossible to get complete sleep. And security? Bahaha, I have watched drug deals go on nightly out back. Usually by people that do not live here from what I can tell. And it looks like heavy drugs, not just a little Pot. Oh yeah, while making my reservations, I was told 300.00 and change a week and 1200.00 a month. Which one is cheapest? I ask, monthly I'm told. After paying along with the non-mentioned 400.00 in taxes, it turns out the 300.00 weekly is with taxes and would have saved us 400.00 of our slim budget of two disabled people. Not that any refunds are made or changes to stay time. If you pay for 4 weeks but need to leave in one, no refunds are given for the other three is a disgrace for any customer, which I witnessed in that situation and ignored by the manager behind the counter after telling her no refunds. . I am under the impression the fairly new stingy manager is not liked by anyone. including long term tenants. If I had to be forced to stay here longer than our intended time, I wonder if I could be moved to a newer room so remodeling of that one could begin without an increase in price. Third floor for disabled people, ha. Not a pretty site the few times in the last three weeks the elevator was out on and off and the stairs were blocked off one day for mopping. I can see why since it is all enclosed and such open areas were cleaned with pure bleach. Including one of us on oxygen. I asked for a disabled access room when I reserved this room. I have had little time to resolve this situation, especially since if we move out before our time is up we loose the rest of our money for remaining time.

When staying at the Hobby airport intown "suites" I was charged for a night I did not stay for. I am still waiting for a response from management.

I am the mother of Joaquin Johnson who was a resident at intown suites sheridan 2900 west hampden avenue sheridan co [protected]-2360, I called intown suites to speak to danielle who is the receptionist on duty to speak about property that is missing from my sons belongings that she threw out of his room while he was on the property she did not let him remove his own property, missing items are debt card, target card and his social security card, when i called to speak and asked about property that was missing when she threw out my sons property danielle was very rude she started yelling at me and said i better watch how i talk to her i was not raising my voice i simply asked her about throwing out my sons property and the documents that are missing she told me to call on monday which i did she told me there was nothing thrown out but food.that was the end of are conversation, danielle has customer service problems she needs to learn how to inter act with customers she was very rude when questioned about how she threw out my sons property. she should have let him and me his mother remove his property. Danielle is an employee of intown suites and should be trained on customer service skills and how to relate to customers and people who are asking questions, My son was constantly complaining about guest fighting the police activity that was always there fighting in hall ways and the noise, he was in the process of moving in February my son struggles with mental issues and Danielle should work on being HUMANE with people with disability's, I travel alot and I will NEVER stay at any intown suites and i will Not recommend intown suites to anyone.Thank you my email is [protected]@aol.com please feel free to contact me.