Country Inns & Suites

I booked a room through Booking.com for Country Inn and Suites in Myrtle Beach SC with a check in on Sun 3/22/2023. Discovered that I could not bring our dog and it was too late to change the reservation without penalty. I called Booking.com to explain my plight. They sent an email request to Mgt. at hotel who agreed to waive the fee. My wife decided to stay at home with our dog, so I tried to rebook my room only to be told I was BANNED from staying there. I made a 6-hour drive from home to the hotel. Tried to check in and was rudely told by the clerk on duty that I was Banned from the hotel! I was agitated and embarrassed because in my business career I have traveled to 46 states and stayed at countless hotels and had never heard of such an affront. I even tried to explain to the clerk that I was a 75-year-old disabled Vet that had driven 6 hours and was exhausted only to again rudely hear "Find a different Hotel"! I would not recommend this hotel to anyone!

Rolled in late, too tired to complain about the room.
Carpet wasn't vacuumed, water in tub, bathroom looks like it wasn't cleaned properly in years, white crusty stains on counters, desk and dressers, blood stains on pillow inside the pillow case. White stains on bed skirts, many stains in the carpet.
We were so grossed out, we didn't take our shoes off or put anything on the counter tops. Some of us didn't even take a shower.
The breakfast wasn't very good and we got hard stares from some weirdos in the lobby. The whole place gave us the creeps. Never again will we stay there.

OVERCHARGED and wont refund. I booked for 5 rooms, and due to medical emergency one room was not used. Upon arrival, I advised that party was in the Hospital. Clerk said no problem cancelling. AFTER I checked out 4 rooms 3 nights, I was BACK billed for the 5th room. When I called to inquire, I was told I did not give 24 hrs notice. My concern is I should have only been billed for the ONE night that wasnt given 24 hrs notice(ICU Hospital stay doesnt qualify I guess) and NOT CHARGED for the other 2 Nights that they did have the proper notice AND RENTED OUT THE ROOM. If we were told 3 nights non refundable at check in we would have used the room.INSTEAD the hotel Rented out the room and GOT DOUBLE INCOME FROM the room. They will not contact me or refund me the 2 nights. Very Disappointed

We have had stayed at this hotel before and it was great~ We got a studio king room on 07/08/2022 the room was so nasty there was blood stains on the carpet vomit stains in front of the sofa and on the dust ruffle on the bed there was semen stain I was pulling the sheet down to get ready (I didn't have to look for semen stains) bed we asked for a different room non available. And the shower curtain rod was even broken, and Corn flakes were stale I kid not... The lady at the front desk wanted us to show housekeeping the gentleman when said the room was awful but he knew about the shower rod. The lady gave us discount but really not enough for the cost of Hotel Very disappoint just right down nasty ...

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
In regards to Chelsea's response to my complaint; first, I would like to say that I did not send the clock back to Chelsea Clock Company, because I have lost trust in ChelseaThe clock came backdamaged ( screw driver dents and screen damage at the back of the clock ),Second, my biggest concern was that the clock was not working properly - the minute hand would get stuck between the and 12 numeral (as stated in my complaint) and Chelsea took my payment without repairing the clockThird, to ask me to send the clock back ( there was no mention by Chelsea to pay for theshipping to and back )- for the experts to try to fix a very fragile clock a second time that was damaged , is like saying try and try again, back and forth, up and down the road from Pennsylvania toMassachusettsThis is extremely frustrating and aggravating; especially, once you have lost confidence in the the workmanship and Chelsea's ability to fix the clock right the first time. I do not trustthat kind of logic where I have to ship the clock back to the experts for a second tryWhen I pay for workmanship, I would like satisfaction - not try again and againI amrequesting a refund ( $1817.00) or compensation for not fixing the clock, so that it would run properlyI had hoped that Chelsea would stand by there work.Regards,
*** ***

terrible had preset appt to transport tools called on day to confirm call was fowarded left message no return call
called back hour later call foward again so I gave up

I contacted my insurance company, USAA, for a flat tire on the evening of 2/2/at approximately 7pm My insurance company was prompt in getting me a towing company to assist but when I called the company to verify the time, first of the woman on the other end was rude in how she said yeah it will be hours there are more important people ahead of you Then she went on and told me it's just a flat tire, it's easy to fix, you can do it yourself Why should I pay for roadside assistance, and be treated this way Working in healthcare, if I treated my patients like this I would be fired Stay away from this company at all costs If this is how they treat their customers, imagine how they treat your vehicle

We have reached out to Mrs*** ***,We have fully refunded the amount Mrs*** requested.I have followed up with Mrs*** and she did receive funds.We are closing case on our end now.***

I am sorry that we were unable to resolve this matter while guest was still staying at our propertyGuest had been staying nights and I received word on the 4th day that there was a problem with housekeeping and noiseI called guest as soon as I received word to addressed these concernsI
reached the guest at a bad time so I followed up with an email: Hi ***, I hope this email finds you well. I am sorry to have reached you at a bad timeI just received the customer care issue and thought it best to take care of it as soon as possibleFeel free to give me a call back if you'd like to discuss this by phone. On behalf of the entire staff at the Country Inn & Suites, we apologize for the concerns you shared regarding your stayI understand that your room is not as quiet as we thoughtThe reason we assigned that particular room is because it is the furthest away from the InterstateMany of our regular guests request specifically because they find it quietI am sorry that this hasn't been the case for your stayThe hotel has been near capacity for the past few nights, as it will be tonight, and that definitely adds to the noise levelsI see you've been staying with us for nights now- would you mind letting me know which front desk agent you brought this concern to? They should have offered a change of room immediately after realizing that your current room was not offering the noise control you had hoped for.I would be more than happy to offer a different room in hopes of correcting the issues of noise and cleanlinessI do have a few rooms available on the second floor and facing the other side of the hotelI have blocked off a room for youI will inform Shay at the front desk about the possible room changeAgain, I am very sorry these concerns didn't reach me sooner so we could have resolved itThank you for bringing it to my attentionWe appreciate all guest feedback to help us pinpoint areas of improvement. Please feel free to reach out to me when you get the chance. Guest was uninterested in changing rooms as they were checking out the next morning so I contacted my housekeeping department asking to remake this roomPlease note: the bed sheets and towels were replaced each dayThere was an issue with an extra trash bag left by the trash can and furniture was not dustedI spoke to our housekeeping team regarding the photos guest sent of the trash bag and dust.I was informed that the extra bag was left next to the trash in case guest wanted to dispose of the diapers separately from other trash and that dusting would require moving many personal items which is something I strongly advise against for liability reasonsThey genuinely thought they were being helpfulOur housekeeper *** asked me to pass along his apologizes and that he did not mean any ill willI am sorry that guest felt that I haven't been helpfulI expressed my condolences and offered to resolve the problem at hand. This is the first I'm hearing about complaints regarding water pressureGuest did mention to front desk staff that the vent in the bathroom was either not working or making noise to which our maintenance manager went to the guest's room and found no issues with the ventThe water pressure was never mentionedWe would have been more than happy to take a look and try to fix it had we been made aware. Once check-out, housekeeping found that guest had damaged hotel property by marking on our satin linens with a permanent markerThis is something we will not be seeking compensation for but pictures have been added to validate the claim. I am sorry to hear that we could not reach a resolutionI offered what I believed to be a fair resolution to the issues which was a change of room and resolving the dusting concerns

The following happened to me on Sat., April 7, I was in front of *** *** *** *** and my car would not start after church services endedWhen I called *** they sent a tow truck from Georges Towing, Elizabeth, NJI told the tow truck operator what happened and he hooked up a jumper cable from his truckMy car would not start after hooking up the cablesAfter several times trying to get the car started I asked him if he had a charge coming from the cablesHe stated yes and he has been doing this for years and he thought the problem was the starterI actually asked him twice if there was a charge coming from the cables and he confirmed to me there wasWith that, I called Uber and had Uber take my wife and three grandchildren homeI rode with the tow truck to my house and had it dropped near my houseMonday morning my wife took an Uber to get to workI called *** to have my car towed to a local garageI explained what happened to the driverHe turned around, w

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.?
? In regards to Chelsea's response to my complaint; first, I would like to say that I did not send the clock back to? Chelsea Clock Company, because I have lost trust in ChelseaThe clock came backdamaged ( screw driver dents and screen damage at? the back of the clock ),Second, my biggest concern was that the clock was not working properly - the minute hand would get stuck between the? and 12? numeral (as stated in my complaint) and Chelsea took my payment without repairing the clockThird, to ask me to send the clock back ( there was no mention by Chelsea to pay for theshipping to and back )- for the experts to try to fix a very fragile clock a second time that was damaged , is like saying try and try again, back and forth, up and? down the? road ? from Pennsylvania toMassachusettsThis is extremely frustrating and? aggravating; ? especially, once you have lost confidence in the the workmanship and Chelsea's? ability to fix the clock right the first time.? I do not trustthat kind of logic where I have to ship the clock back to the experts for a second tryWhen I pay for workmanship, I would like? satisfaction - not try again and againI amrequesting a refund ( $1817.00) or compensation for not fixing the clock, so that it would run properlyI had hoped that Chelsea would stand by there work.Regards,
*** ***
?
?

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

Dear Mr. [redacted]: We regret to learn that you have had an unpleasant experience with the repair services provided to you by Chelsea Clock Company. We continually strive for the highest level of customer satisfaction. As with all Chelsea repair and restoration projects, we document each...

step in the process – from the request for a free estimate to the log-in and photography of each piece when it arrives at our facility, to the shipment and verification of arrival of the piece back to the owner.  Our technicians have reviewed the documents associated with your services and note the following: Your clock was delivered to Chelsea Clock on 1/6/16We submitted the attached evaluation and repair estimate.You approved the written estimate on 1/11/16 via phone.Chelsea repair technicians began work on 1/12/16 and completed it on 3/30/16.Clock was tested by technicians for 4 weeks and kept accurate time (+/- 90 seconds per week)Mr. [redacted] requested clock to be shipped  back; clock was shipped to the address listed on the estimate on 3/31/16 via [redacted] Ground Below are additional comments from the Chelsea repair technician in response to your letter  (Complaint # [redacted], on 12/7/2016) via the Revdex.com  on this file: Mr. [redacted] called to speak with repair technician  on April 29, 2016 regarding timekeeping issues only.No mention of damaged screen or screwdriver marks on back of the case. (In fact, at no additional charge, the technician polished case and touched up existing marks and nicks on the wood case)Regarding issues with running /timekeeping: the technician suggested to Mr. [redacted] that only way to resolve problem was to have the clock shipped or carried back to ChelseaMr. [redacted] replied he would think about it, but never contacted Chelsea afterwardsRegarding Mr. [redacted]’s remarks regarding the removal of bushings from the back plate: This is not possible, as this make and model vintage clock does not – nor never has had - bushings in the plates (In other clock models, bushings support the wheels/gears. Therefore, if they were removed, it would be impossible for the clock to run at all.) Mr. [redacted], Chelsea Clock stands behind all of its products and services with a full 2 year warranty, and would be glad to re-examine your timepiece to determine any issues or damage which may have occurred after leaving our facility. We would, of course, cover all [redacted] Ground shipping charges to and from our facility.  We sincerely hope you will extend Chelsea Clock the opportunity to rectify any issues with your vintage timepiece and gain your complete satisfaction. Sincerely,[redacted]CHELSEA CLOCKDirector Sales and Customer Service101 Second StreetChelsea, MA  02150[redacted]
[redacted]
[redacted]

[redacted]Contacted through emailDear [redacted]I received your complaint through the Revdex.com as well as from my staff. I am truly sorry you were not happy with the services you received from our hotel on June 12, 2015. My front office manager has already notified you that...

no further refund will be forthcoming. As you are aware, a quick but powerful storm swept through our area in the early evening, knocking out power from one of the poles near the front of our building. Our power is provided by multiple poles in the area. Therefore, we had a partial but not complete power outage. This act of God is out of our hands. We notified you and the other guests of the situation and it was nothing we could rectify until NYSEG came and took care of the situation. Once they restored power to the North end of town which had none at all, ours was completely restored at approximately lam. Some rooms in our building had some lights working, and some televisions. The air conditioning was knocked out but the cable and wi-fi remained on.I am not sure how the desk came about the amount of $28 to refund you but because the situation was out of our hands, no refund should have been nor will be further due. I appreciate your understanding as the inconvenience was only a couple of hours.SincerelyGeneral ManagerCc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am sorry to see that Country Inns and Suites is making absolutely no effort to make up for the poor quality of my stay.  The patronizing and dismissive tone of the response was surprising; if the manager could take the $28 dollars back, I believe she would.  However, upon reading some of the negative reviews directed toward the hotel, there is a definite pattern of poor customer service at this hotel.  Perhaps I should have read them more closely when I made my reservation, as most of the complaints  customers make are directly related to this particular hotel's inability to make sure the customer is satisfied.  Most of the complaints made toward this hotel are not frivolous--they are, in my opinion, major.  From what I see on several review sites, the manager is absolutely incapable of admitting there ever is a problem, let alone resolving one.  I wonder if other customers who stayed the same night that I did made any effort to file formal complaints.  I know I was not the only unhappy customer that evening. There are a few inaccuracies in the response sent to me on June 22, 2015.  First, it states that the power was only off for a couple of hours.  It was off from the time we arrived, which was approximately 6:00 a.m, until 1:00 a.m.  That's more than a couple of hours.  That's seven hours.  Seven hours without lights, a hot shower, or any of the other basics you'd expect during a night's stay.  Secondly, the letter states that some guests had lights and televisions working.  This was not the case in room 236.  When I called down to the main desk to let them know that we did not have television, lights, or other necessities, no effort was made to relocate us to a more favorable room.   Never, in my years of staying at hotels, have I received such poor service, or such a calloused response to my complaints.  And truthfully, I'm not the person who sends things back at restaurants or expects a free handout for a minor inconvenience.  I am making a formal complaint with Revdex.com because of how rudely I've been treated by this hotel.  In fact, the response I've received from the manager is, in the word's purest form, the most offensive one I've ever had from a business of otherwise quality reputation, such as Country Inns and Suites.  I'm certain Ms. B[redacted] views her response as a shining example of how "troublesome" customers should be handled, but the truth is, all it did was make her business lose an otherwise good customer, one that would have stayed there again IF the problem had been rectified in a more positive way.   I still want a refund of the original amount I requested in the initial filing.  If I do not, I have no other option but to post my honest and negative experience on every review site I can find, which I've held off on doing.   I will also not stay at a Country Inns and Suites again.   I visit Ithaca often and I plan to stay at any of the other equal-quality hotels in that area, such as [redacted] or [redacted]  
Regards,
[redacted]

Review: During 6 – 9 June 2014, I booked and paid for a room at the Country Inn & Suites in Elizabeth NJ, for the period 28 August 2014 - 01 September 2014. Approximately three weeks before I was due to check in, I called the hotel and inquired about its policies and procedures with regard to the receipt of packages for guests. The hotel's receptionist receptionist politely and professionally indicated that the labels on packages should state that I was a hotel guest and it should also include the name and address of the hotel. However no mention was made about a charge for this service! I subsequently sent six or seven items through [redacted] and sent it to the hotel prior to my check-in date. To my utter dismay upon checking out of the hotel, I received an invoice for $USD 150.00, which I was told was for the handling and storage of the packages I sent. I immediately and with great detail, outlined in writing that I was not in agreement with this charge being made against my credit card. I further indicated that I telephoned the hotel before sending any packages and I specifically requested the hotel's policies and procedures with regard to the sending of packages. Had I known that the hotel would charge such an exorbitant amount for this service, I would have made other arrangements as I was in New York an entire week prior to my check-in date! In light of the circumstances, I view the hotel’s conduct to be highly unethical in the very least and I would be obliged for your early actionDesired Settlement: A settlement of this issue and a reversal of the charges