Country Inns & Suites Reviews

We actually stayed at this hotel one day later than originally planned, so imagine my surprise when I got charged an additional charge for a no show. After disputing the charge thru my credit card company, Country Inn and Suites said their charge was legitimate as a no-show. I called the hotel several times to try to figure out what went amiss, but apparently they value getting their money more than working with a customer who did actually stay at their hotel and who did her due diligence to cancel the reservation.

I explained what happened to many front desk staff at the Country Inn and Suites, finally asking to speak with the manager, Chris. He was never available when I called nor has he returned my calls. Needless to say, I am disappointed in this hotel’s customer care and Hotels.com. So, beware, if you book more than one room at a hotel that this could happen to you. The upsetting part is that, because I actually did stay there, the hotel could care less as there has been no consideration for my dilemma.

Front desk staff and MANAGER Very rude! No apologies and no answers. Nothing they can do about it until Monday. Also cannot reach anyone at a corporate level since it's the weekend. What a joke!!! No excuses!!! Unacceptable!!! To top it off...had a notice under my door Sunday that they also CHARGED MY OTHER CARD!!! STILL NO APOLOGIES OR EXPLANATIONS!!! Nick the midnight guy and Cailyn the "manager" have no professionalism and were zero help! I wanted to give this stay zero stars but unfortunately they don't let you.

I called to address the issue and was told that the general manager was “out of the office and wouldn’t be back till tomorrow. Call back at 9 am.” I called at 9 am, 11 am, 2 pm, 4 pm, and 5 pm and each time was told “She’s out of the office, call back at (specified) time.” I’ve still never actually spoken to Donna ** on the phone.

Anyway, I then emailed and asked for confirmation of receipt of my personal information and the form I filled out to authorize payment for the stay. No response. I filled out a survey that was emailed to me from the hotel and stated I was very unhappy with the way this billing issue was being handled and how the GM was behaving. It was only at this point that the GM herself emailed me. She made sure to tell me that she “never leaves the hotel unless she’s on hotel business” and she’s “sorry that the staff didn’t transfer the call to her.” As if none of this was her responsibility and she has no idea what the problem has been.

After a thread of emails (10) and still no resolution, I called corporate and reported the issue, requesting that they help me figure it all out. The GM emailed me “the real credit card authorization form” and made me send all my information again. The form she sent was NOTHING like the form the front desk sent me. I became concerned that my information had been stolen the first time around and asked where my other paperwork/copies of my cards were located. She has yet to acknowledge my questions but said she’d charge my card for the room and reverse the charges to my client's card. I’m kind of appalled that she didn’t simply comp the charges considering the disaster this situation has been for the patron of her establishment. It’s horrible customer service.

All this to say: MAYBE you won’t have any issues if you stay at the Turner Field Atlanta location, but honestly, I wouldn’t risk it. Since I’ve gotten no response from the staff regarding the whereabouts of my card information and signature, I’ve had to cancel all my cards, order new ones, and change all my passwords/online credit card information for every single platform I use. It’s a nightmare. Spare yourself and book ANYWHERE ELSE.

All this I could get past, because the room was on the "affordable" side... until I discovered that the cleaning crew had taken our dirty underwear! That's right, a pair of granny panties and my husband's Fruit o' the Loom boxers... dirty... in a laundry bag. Why? When I complained to management, she said the girl's phone was turned off and she didn't come in until 10 AM. And, when I asked what compensation she could offer, she said none, because I booked through Expedia. So, Country Inn and Suites of Fountain Court, Columbus, GA... hope you enjoy my undies.

Sunday afternoon after complaining again to the next front desk young lady we was given another room which had an ironing board in which the first desk young lady once again lied. She just sat there doing nothing to rectify the situation. For the price that I paid for this hotel I should've had these problems. On Monday when I addressed the manager with the issues she gave me a $25 discount but, I believe this headache should of been free. Very dissatisfied customer.

I also told her that I would be changing my method of payment to a different credit card and to please not charge anything on the credit on file. Not only was she rude on the phone telling me that rooms would not be available at noon but she kept repeating to me, that if we didn't show up by 6pm the credit card on file would be charged. She was completely unresourceful and useless and appeared to simply be repeating your hotel policies about a 6pm charge on the credit cards.

When I arrived in person, she had a very annoying attitude with me, I even asked her for the manager's name and she would not provide it to me. She said she was the only one available to speak to! What is her title by the way? I provided her with the appropriate credit card and told her I would go to my meetings and come back later that day. Due to the busy weekend at UF and around town, we returned back at your hotel approx 9pm. When I arrived at the front desk she was gone and another gentleman was there. I checked in, and proceeded to my room.

When I arrived at my room, the first issue was a NON-working television in the living room area where the sofa bed is. My husband tried a few times to get the TV to work but was unsuccessful. I then went to one of the queen beds to place my stuff and was greeted by BUGS on the sheets. Several lady bugs were sitting on the bed. As I proceeded to the window area, again more BUGS on the curtain. At this point, we are already very annoyed. I start inspecting the room, and there was an infestation of Lady BUGS all over the ceiling, which were flying around.

I immediately called your front desk to report the issues we were having and asked to be moved to another room. Your front desk staff said they could not move us because the hotel was Sold Out for the night. The only thing he did was offer clean sheets, and said he could come to the room to try and get rid of the BUGS and check on the TV. Needless to say I was very upset with Country Inn & Suites by this time. At a rate of $279.00 for that night I could not believe what I was dealing with at 10pm after being tired from driving all day!

I went down to the front desk and told your Staff that this was unacceptable and that I would be cutting my visit short and checking out in the morning, because I had called around to various other hotels and all of them were sold out for that night so we were basically STUCK. The front desk guy (named unknown) went to the room and did what he could to get rid of the BUGS, however needless to say neither myself, my husband nor my son were able to get a good night sleep in that room because we were already annoyed by the whole experience and I could not believe I was paying you $279.00 for a night full of BUGS and NO SLEEP.

The next day I made a reservation at the Hilton by UF (at a cheaper rate) and proceeded to check out of your hotel. When I went down to the front desk, I was again greeted by R'Jeane ** who was back. I told her I was checking out and was very upset over the whole stay and experience. Her response? "So sorry about it, but I will be charging you the one night stay at the same exact rate of $279.00 plus tax and here is your copy of the invoice."

To be honest Mr. **, I can't even believe I am having to write this email to you. I am a frequent traveler not only in Florida, but all over the US. This is by far the WORST hotel experience I have ever had to endure. You need to address this with your corporate office, because as I see it, your front desk staff needs better training, your housekeeping crew is very deficient and the hotel maintenance all around appears to be awful. At a rate of $279.00 per night for a long weekend, YOU and the CORPORATE OFFICE can do much better than this!!!

I was then kicked out because I wasn't nice enough and ask her to look into the system and if I wasn't asking her to do it I can get kicked out of the hotel. After I spent a horrible night listening to her ** take over the hotel. Nothing was done. None of their kind was kicked out but as soon as I came to them about unauthorized charges that she stated Priceline and the overnight staff took off of my card and everybody tells me it wasn't them. I was treated like I was less because I wasn't **. I still didn't get the info after 2 reps that had something to do with my money being taken didn't want to hear what I had to say. Both tried to kick me out. They sent at least 6 police officers. I didn't threaten anybody 'cause anybody out didn't have weapons but had to sit and listen to the disgusting man that worked Sunday night scream at me and over me after I was told they took my money off of my debit card.

This hotel needs new management new employees or to be shut down completely. Racism and prejudice is very much a part of the Radisson family. The courtyard in Mishawaka shows it. Terrible disrespectful. Undermining liars that expect a ** woman to bow to them as the ** people run the hotel and their untrained wild disrespectful kids do as they please. As the manager already stated he had to put up a no liquor sign because the parents sat around drunk in the lobby while their kids ran through the hotel. I even tried to give assistance. The railing was loose and the right person coming down would fall off of the steps and break it off completely. I get kicked out now. I have to fight for my money back. All three transactions taken off of my card. for one hotel reservation. DISGUSTING!!!

I called back at 9 and then was told to call back at 11. This went on two more times before they finally had the manager call me back. The manager was very rude and barely spoke English. I was told they would not refund me for the night, because I had no proof the reservation was cancelled. I was supposed to have received a cancellation email from them. I never received one, because they never cancelled it. That was my fault per the manager. After this situation I was then charged another time for the room. A total of three times for a room I did not even stay at; a total of 600.00 dollars.

This put my checking account in a negative balance and several checks did not go through. Again I contacted the manager and again was very rude and told me it was common to see multiple charges and they were just authorization. They were not authorization and the money came out of my account. I asked to talk to an owner and the manager gave me his phone number. I guess he forgot he already gave it to me. When I asked him about it he stated that the owners do not have an email.

"No compensation due to me because I was offered a new room and new sheets". I made several calls for some sort of compensation and calls were never returned. This motel does not know the reason for traveling or the medical condition of the travelers. I did not wake my friend for many health reasons. On the brighter side- breakfast was great and Marsha was fantastic. She put a bright light on our morning and continued travel.

The hotel was advertised as a 3??? I offered no complaints. Its stench would not pass a 1??? rating. And the 1973 appearance? Should've had a flashing silhouette of a neon women outside! Anyway-2 days after my departure I find a $50 charge on my VISA. I called & asked the hotel why - they stated they found pee on a towel & they would email me a picture of it. What a farce. 1st I take my baby out, but I have puppy pads just in case. Still no pic BTW... This is criminal. But what can you do when they have your card #???

They wanted an extra 92.00 for us to stay. I didn't have then I called Booking.com. Spoke to Chris. Ask why did I get charged only to him tell, "I will refund you your money so you can take care of your night." Ask to go to Wal-Mart and tried to give him 200.00 on a gift card for him so I ask, "Where am I going to get 200.00. Your partner the hotel took what I had." He screamed at me, "Manage your money." Light bulb moment for me. I was being scammed to pay again for him to acted like they gave me money. I was charged a no show. Had tires blow out. Couldn't make it. Very disappointed in this Booking.com company and Country Inn. NO STARS!!!

So we said, “Ok, we are leaving.” As we are packing, the cops showed up and basically "Cheryl **" wasted police time. They blew it off because we did nothing. It was embarrassing and rude of Ms. Cheryl **. This is the first review. I will be contacting the BBB and the Corporate office next. BEWARE OF COUNTRY INN!! Just read all these reviews on here. They are not False!!!

Original Review: April 7, 2017

We booked this hotel through a travel website. Our booking described a 2 bedroom suite. Upon check-in, we were given 1 room. Front desk informed us that 2 bedrooms is equivalent to 2 beds in 1 room. If that was clear, we would not have spent over $150 on 1 room. If I was looking for a house and the listing said 2 bedrooms, I would be expecting 2 separate rooms, not 2 beds in 1 room. We are currently seeking to get half of what we paid refunded. We feel this is reasonable because we were too tired to negotiate and did use the 1 room. Hoping to get this resolved soon. Called 3 times and not able to speak to a manager yet.

We went to several other hotels who were booked up and no vacancies. We stopped at a Hilton. The woman there was so nice and helped us find a room for the night. So needless to say, we finally got checked into another hotel around 2 am Sunday morning. We were later told by another hotel that Country Inn was famous for overbooking and giving reserved rooms away. I should say though thank you Country Inn and Suites because at the time I thought you ruined our honeymoon but you saved us money by staying at another hotel!

I then responded, "I was not referring to Wifi, I was referring to Cable Ethernet connection," and then this receptionist responded with, "You don't have to be so rude, I am just trying to help". (She couldn't understand my initial question regarding "Ethernet cable connection as opposed to Wifi". I said I would try again, and after 15 minutes of futility, I called back to the front desk to ask for a number for Customer support, to which she responded, "I don't know of a number to customer support". I then said, “There has to be customer support available if you have Internet capability, so can you check to locate a number for customer support?” She said she would try and get back to me.

Ten minutes later she called back to give me a number which I immediately called. I was then shocked when I heard the person at the other end of the line say to me that they did not offer technical support to individual rooms, and that the only way they could respond would be if the hotel called to say there was a widespread outage. I hung up the phone in disbelief, thinking that I had to be dreaming that I had been transported to a 3rd world country where they were just discovering the internet. I was in total shock and disbelief, to say the least.

I then called back to the front desk to relay what I had been told and she said there was nothing she could do about it, that no one had ever required help with connection to the internet using ethernet. I said that it was rather amazing that the hotel could advertise themselves as offering the internet via ethernet without offering tech support for troubleshooting issues as they arose. She very abruptly said there was nothing she was going to do about it and began issuing a tirade against me like I have ever heard from a hotel employee in my whole life. I said, "You know what, your attitude sucks, and you are in the wrong job. I am going to register a serious complaint, so what is the name of the General Manager?" She said she was the General Manager, and I said, " No, you could not be the General Manager, who is it?”

With still a bit of reluctance, she gave me the name of the General Manager, with whom I will have a face to face confrontation with on Monday, December 19th. I am also planning to call Corporate Headquarters in Minnesota and register the biggest complaint I have ever registered against any hotel. Further spreading of the experience I have had will continue on TripAdvisor and other Websites, as many as I can find.

The person with whom I dealt has the name of Trish. At the very outset at the point of registration, I detected an immense amount of defensiveness and abruptness that I have never ever in my whole life of staying at hotels seen in any person in her position. It makes me think she has to be related to someone in the company, since no one in their right mind would ever have a person with such a psychiatric aberration being in a position such as this.

I let the first incident go by since I was tired from having driven for 2 days, but when this thing came up with the internet, the bats truly did ascend from hell and the entire situation has definitely caused me to not ever as long as I live make another reservation at this place. If you all that are reading this, do yourself a favor and find another place. You would get better service at a place like Motel 6 or Sleep Inns; perhaps their employees have not just been released from the nearest Psychiatric Hospital.

When I went down the next morning to clear things up they refused the discount the night clerk promised and wanted to charge me full price of the suite for two nights even though we just stayed a night in the tiny room. They could clearly see when I made the reservation that I booked for 3 adults and 3 teens. But told me I had only booked a double. When I told them I couldn't have done that, with so many people it's not allowed, they told me it was perfectly legal to have 6 adults in a double bedroom. We ended up having to find another hotel for the second night.

I then called the front desk and the man that answered said very rudely "So what do you want me to do about it, you want a different room?" I said "not if there will be more bugs" when he stated "well I can't say there won't be." When I went to get another room I get to the desk and the man said nothing, so I said I'm the one that just got woken to bed bugs, he then typed on the computer and threw the new key card across the counter and went back to the room behind the counter, did not even say 1 word to me, nothing no sorry. I have since called corporate who promised I would hear from manager and escalations within 24hrs, it has now been well over that and not 1 call.

Meanwhile I have massive welts that that itch like nothing I have ever been bitten by all of my stuff is in garbage bags outside of my house for fear that I will bring them into my home. Country Inn and Suites does not care that my shoes, luggage, cosmetics, clothing are sitting outside or that I'm itching and having the embarrassment of these massive welts that are visible on my neck and arms. They do not care that most of my cosmetics and very expensive skincare products are probably ruined from being out in the cold as I cannot risk their bed bugs hitchhiking into my home, they can hide in the smallest of crevices and lay eggs. This has been a nightmare and I would not wish this to happen to anyone else.

Now I've never stayed at a Country Inn before. Typically I do the Hilton Brand of hotels. But I was highly disappointed. First and foremost, the rude service at front desk. Secondly, 2 housekeepers stormed into my room after having a DO NOT DISTURB sign on my door and I was speaking to clients via phone. Then around 8pm, I get a call from ** the manager stating that I need to make payment. I was shocked. I explained to him that the front desk clerk ensured me that this would be considered one night. He claimed that actually after 6am is when it's considered the next day. I stated that this was not my problem because I was told by an employee that I paid until the next day and if I had known, my husband and I would have waited 2 hours in the lobby until 6am.

I've never had an issue with a hotel regarding early check-in as long as I let the clerk know beforehand. Hence the reason why we called before and told it was okay. So ** the manager started to harass us by calling the room every 10 minutes. I then asked to speak to his manager **. He refused to give me her information and then finally after my husband insisted, he gives us her card. Then he calls shortly after stating he spoke to her and we have to pay. I asked him if I can speak to ** myself and he refused and hung up the phone. The he called back and threatened to call the police if we did pay. I still refused because I wanted to speak to the general manager because the information we were given was not correct.

20 minutes later, we hear 3 police at our room door. We invited them in and filled out a Police Report. After I explained what was going on, the police agreed this was horrible customer service and suggested I follow up in a civil matter. They couldn't believe that we were being thrown out over an employee in ability to relay the correct information to customer. We left and check into the Holiday Inn Express right next to the hotel. I am still in shock about how this was handled. I travel for a living and stay 2-3 hotels a week. This was my first and last stay at Country Inn and Suites. My husband is a Nurse and I'm a Human Resources Manager and Employment Lawyer. We are 2 professionals, never been in any trouble with the law and to know we were evicted from a hotel because the manager refused to see that this was a error on their end was appalling. I need for this to be investigated ASAP. Incident # **.

As for the rest of the hotel, the lobby had a rug that had 3 or 4 large stains on it that covered what looked like it could have been a nice hardwood floor. Dust and dirt everywhere in the halls, tile that was missing and popped up. A couple of us complained to the manager upon check out. He offered to discount my stay from 2 nights to only 1. Even at $140, this hotel was not worth $70 a night but I figured it's better than nothing and get me outta here.

Once home I noticed that the original $280 charge was never dropped and the $140 was also charged. I tried to reach the manager many times with no response. I then tried to reach corporate but there wasn't anything they would do because on one of the night something hit my window on the outside and cracked it, I notified the front desk and they called the local police. The police report said it had nothing to do with me it was an outside party, but since the police were called the people at the Carlson Group said there is nothing they can do about my issue with the manager. Finally 10 days later the manager finally called me back to discuss the issue and finally refunded me my money. Couldn't wait to get home and take a shower!

I came in beginning of Jan 2016 early in the week, 2:40 pm (my son's school was nearby and he got out at 3:30 pm). Seen the room, could fit 8-9 long tables. Was told to have a seat by 3 pm. I let the man at the front desk know I had to pick my son up. He said it would only be a few more moments. I wanted to book room so it was available. I waited, he finally came out at 3:20 pm then tried to charge me $150. I reminded him I spoke with him on the phone and he told me the room was $100. He started being rude but gave me the meeting room for the price he told me. I booked it from 3 pm-7 pm for Feb 28th.

I arrived yesterday Feb 28th at 3:05 pm. The room was dirty cookies on the floor, coffee cups on counter, garbage in the garbage can and no tables out, room was filled with chairs. Told the man at the desk I needed tables and the room to be cleaned up. He stated he was unaware the room was being used and said he would see what he could do. 20 min pass I go back to the counter. It is a different man up there. I tell him my party starts at 4 pm. I need the room cleaned up and tables so we can set up and asked him if anyone told him that. He states he just came onto shift. He was unaware the room was being used and he would see what he could do me and my people find tables and stacked chairs in the storage closets in the room. We begin throwing garbage away, stacking the chairs that filled the room and pulling tables out the closet.

3:45 pm - I go back up there and tell him my party starts in 15 min. It has been 45 since I've asked for help that I am 9 months pregnant and that I could get hurt doing it myself and/or someone I am with that he needs to get someone back there to help us and clean the room and that I have done most of the work. He gets rude and tells me he has no extra staff. He didn't know it was being used and that he can't go back there and do the front desk at the same time after he took care of the 3 people in line he would be back there to do it himself. I reminded him again my guest would be arriving in less than 15 min now and I needed assistance immediately and asked to speak to a manager. He stated he was the only person I could talk to. It was no one else back there and that the managers # was on the business card for the hotel.

I then called the mobile # on the business card. It was (Sam) the manager I had set everything up with. I told him my party was starting 4 pm and I have not even been able to set up. I explained the disposition of the room to him. He tells me that I should've made enough time to set up prior to my party and that I tell the Country Inn staff how I want it set up and they set it up for me. I then told him that I paid for the room from 3-7 today and that I have been asking someone for help for an hour that my people have been getting out tables and we have been setting up the room ourselves and it still needs to be cleaned as well. He then says he will call me back. He is going to get someone in there.

3 of my guest arrive, I apologize and give them the 1st arrival gift and tell them we should be ready soon. 2 women come in and get right to work. We began making progress - room got vacuumed, additional chairs got put away as my guest are arriving and nothing is set up. Was unable to bring anything else in until room was ready.

Called manager (Sam) back again and let him know it was very unprofessional his staff was telling me they were not prepared for my arrival and the 2 women told me someone rented it out on Sundays to do their church service and that is why it was looking that way and reminded him I paid for the time slot and done most of the work. He cuts me off and says they don't do refunds. I continue saying we did most of the work by stacking chairs, cleaning up garbage from floor and around, room storage closet was open, pulled out all of the tables because no one could help me for a while hour until it was time for my party to start and that these ladies are getting it cleaned up and helping arrange the tables. He then says he can give me $10 as I'm redirecting my guest. Never offered the upgraded area (which was clean). Told me that was all he could do.

I then told him this is not what I paid for. My guest are seeing this and I had the times I set up for the shower not only around my schedule but for the convenience of my guest as well and that $10 was not even 25% after all the work we did and my guest walking in for a party that is nowhere near ready for them to even sit in the room. He said at this time, "Well I'm sorry for the inconvenience. I can give you an extra hour. That is all I can do cause you're going to use the room anyway." I explained to him that it is still not set up 20 min into my party and that 95% of my set up was still in bags and that I'm still technically not using the room yet he says I can take my things and leave. He will have them give me a full refund. I was so upset I hung up the phone. All I could do was cry.

The 4 people I brought to help, set up told me to go calm down, finish getting food and everything I was going to bring before this happened, fix my hair and makeup and it will be ready when I come back. We could not cancel a party that people had been getting ready for over a month and that it was too many people there to leave now. I was so upset I didn't want to be seen as I cried and cried. Worse experience I've had in my life. I get my rooms from there but not anymore. I will never return to a Country Inn nor a Carlson companies hotel after this experience.

I advised the desk clerk that the picture showed a suite and does not state is a standard room. She said it was a mistake and I would not be getting a suite on my arrival. She looked up the website and saw what I was looking at and said she was going to have her manager change that. I advised that I should get a suite cause that is what was advertised whether it was a mistake or not. She said she couldn't give me a suite 'cause it was a mistake on the website. We will not be staying here again since we were mislead with the type room we were going to be ending up with. If all the other hotels weren't already so booked I would've cancelled my reservation. I have stayed at this hotel (not exactly in this city) hundred times or more and have always preferred it over others... But maybe it is time to try others since they can't seem to honor what they advertise. I have picture of price with pictures also to prove my case. So disappointed.

After awaking by the grace of the LORD... I went to the desk and talked to **. She acted as if I was crazy or unknowledgeable about The "Silent KILLER" Carbon Monoxide. I waited 30 minutes at least for her to finally to decide to call the manager. She had an attitude and asked if I wanted a refund which would not be placed back on my card until several days later! Really! Finally, after she spoke to the manager I was moved to another room... my companion was still asleep and WHEN HE AWOKE, HIS EYES WERE BLOODSHOT RED. He was almost in coma. I finally helped him get out of this toxic room into the 3rd room we were given.

Overall it was near death experience, that I never ever want to experience again. I spoke with the hotel manager and was told he actually lost money that night by switching my room. Really, I actually almost lost my life that night. I am not satisfied with his reassuring the room was ok jokingly. He will be hearing from my attorney... p.s I also asked them when the hot tub had last been cleaned. No one could give me an answer!!!

On 1/2 when we left the room there was clay on the carpet and bathroom floor (no broom available to clean myself). I left at 8 AM & when I returned the clay was still there, towels were placed on counter inside room & dirty towels were still on bathroom floor. I proceed to buy laundry soap from the clerk (Melody or Alex) & was informed the hotel was out. The attitudes from both clerks were extremely uncalled for. I will definitely NOT recommend Country Inn & Suites nor will I stay again. We play travel baseball and this treatment is uncalled for.

On June 25th, we complained to the front desk agent at the hotel that we were waking up and finding multiple bug bites on our arms. We had to ask for them to change our bed sheets and blankets. The next day, we found more bug bites, and I'm allergic to most insect bites. The bites were getting swollen and irritable, especially in the humidity and heat. We asked the staff again to change the sheets and blankets, stressing to them to include the duvets when they're changing. By the end of the day, our bites had gotten progressively worse, and we finally had to ask the front desk agent to connect us to the manager to move our suite. The manager complied and compensated us for one night and offered us to dry all of our clothes in extreme heat. That was reasonable, but she acted as though she did not believe us. I told her we can show all of the swollen bites. Both my roommate and I had several bites on our face (cheek and forehead), arms, neck, and back.

The next day, although we had stayed in another suite, my roommate's condition had worsened enough that we had to go to Patient First. The manager told me that they wouldn't pay for our medical bills or reimburse us for anything until pest control confirmed there was anything wrong with the room we were in. We had to repeatedly ask for updates on the status of the pest control assessment and their discussions with upper management about the situation.

Throughout this entire ordeal, we have had to be proactive, think of and propose alternative solutions to the staff, and push for our own customer service recovery plan. The front desk agents did not offer anything. They did not act like they had any emergency or damage control process in place. The agents also were not equitably trained in customer service management. When I spoke with them, I was admittedly distressed because of their lack of empathy, immediate defensiveness, and disengaged behavior. They acted very unprofessionally, making rude gestures to my face, and telling me to get human being training (not sure what that means). Overall, it was vastly disappointing. We will never recommend or go back to Country Inn & Suites on 8010 West Broad Street ever again.

We got no more help from the motel so we turned to Travelocity. First thing, we talked to an "off shore" representative whom we could barely understand and ran into a brick wall. We can't get a refund, can't do anything about the room, can't, can't, can't. They did give me a $50 coupon to use next time I booked with Travelocity (fat chance that will be used!). The real damage here is the emotional stress to my family. They were already dealing with nearly unbearable stress due to the sudden death and this nearly put them over the edge. I have never seen so uncaring, dispassionate people in my life. Never again!

“I booked a 3-night stay at Country Inn and Suites in Port Charlotte - terrible stay from start to finish. I am demanding refund for a 3-night stay in a 2-room suite. I am writing to tell you that I was not impressed at all with our stay at the Country Inn and Suites in Port Charlotte. We were in town for a wedding and regret our choice of hotels. We arrived on the evening of 4/22 in hopes of getting settled in and putting our young son to bed. Unfortunately, this was not possible since after arriving in our room, we discovered the temperature to be well over 76 degrees and uncomfortably muggy.

“It took about an hour for a maintenance man to come and discover that after changing the air filter behind the wall plate, that they had forgotten to turn it back on inside the main unit. It then took another hour for the temperature to reach a comfortable setting. We reserved our suite for 3 days, however, we did not qualify for the Buy 1, 2, free advertisement that your company was pushing online. We don't understand why booking a suite would make a difference. We were in town for a wedding and needed a separate bedroom since we had 3 adults and one child in our room. It was not fair or good marketing that the company would exclude our room selection from the special, therefore, we ended up paying $350 for the entire stay.

“Again, something that we now regret. Sleep Inn or La Quinta across the street would have been cheaper and most likely provided a better stay. Our shower was unmaintained. The knob for the shower was worn out so that when taking a shower, water would run half through the shower and half through the tub nozzle. Therefore, the water pressure was terrible. Also, water would shoot out of the tub faucet horizontally outside of the tub so it ended up being a game every time that we bathed, not to flood the floor. We were inconveniently placed right in front of the vending machines and ice machine. Being woken up by that 3 nights in a row was just one more reason why the trip was unpleasant.

“Since the room was terrible, we decided to try the pool and hot tub, thinking maybe outside would be better. The pool was too cold (no fault of the hotel), however, we went into the hot tub but found a colony of bugs floating around in it. Something that could have been easily avoided with some attention and proper daily maintenance. One of our guests is 72 years old. We found that it was ridiculous for the sidewalk ramps to be only located in the front and back entrances, however, none located near the side entrances that were closest to our room.

“Lastly, you are eventually going to find yourselves liable for an injury if you do not repair the design of the sidewalks outside of the side entrances to the hotel. Besides the lack of ramps, there are lips on the cement pad right outside of each door. On the second day, our son actually tripped on the lip and skinned his knee. Luckily he was not really hurt or that it wasn't the 72-year-old woman with us that would have not fared so well.

"Hopefully by now you understand how frustrated that we are with our choice to stay at your hotel. The visit did not meet the standards or expectations that you advertise or that we expected as consumers. We feel robbed by County Inn & Suites. We obviously would like to hear from you, but only via email or USPS. Please do not call us because we do not wish to discuss this by phone. We will not settle for less than full refund.”

On 5-19-2010 Country Inn & Suites responded to BBB. The company states that the consumer received a refund which was untrue. I can provide documentation from my financial institution that this never happened. A full refund of $349.41 from Country Inn & Suites is still needed. I will pursue this matter until it is resolved. My son fell and skinned his knee at the facility due to improper construction of entry pad.