Sleep Inn Customer Service Issues

As a AAA Travel Agent, I made a reservation for a client, Mr. Rodney Burns, at the Sleep Inn in South Bend, IN for a stay from 10/12-14 [redacted]. The reservation was made on April 10th [redacted] at a rate of $[redacted].99 per night plus tax. The reservation number is [redacted]8. Upon check-in, Mr. Burns was informed by Rick, a staff member, that there was no room booked under his name due to an alleged November booking error by AAA, which is incorrect. Rick mentioned having 3 rooms reserved for other guests and offered Mr. Burns a higher-priced room with a king bed and a rollaway bed for $[redacted].99 plus tax due to limited availability. I contacted Rick during Mr. Burns' visit without any resolution, as promised he would follow up by Monday regarding a system glitch. However, I have not received any update so far. Mr. Burns deserves a refund for the difference in price. The booking was made via a direct link with a confirmed reservation number. It is concerning that a staff member would discourage booking through AAA, suggesting online booking instead, despite being a service offered to members by Sleep Inn, a Choice Hotels partner chain. Linda Romanelli, Senior Travel Agent, AAA East Central

Hello, My husband and I stayed at the Sleep Inn Savannah on February 2nd, a Saturday. We were traveling to Florida and only realized a few days later that my sweatshirt and jacket were missing from the room where I left them hanging. When I called the hotel, I was informed in less than a minute that they had not found anything. On our way back home, I revisited the hotel and inquired about lost clothes. Initially, the staff mentioned they keep such items, but when pressed for details, I was shown a random pile of old clothes and told that was all they had. I am disappointed with how this situation was handled and wonder if there are other options to retrieve my belongings. Thank you, Becky Lozenski

I made an online reservation at Sleep Inn in Pineville, Louisiana and paid with a credit card. When we arrived at 8:30 PM on 2-6-22, the receptionist, a black lady, requested an additional credit card for a $35 fully refundable room deposit. After providing another card, she initially claimed it was declined, then charged us for the deposit and the room again, despite us explaining the room was already paid for online. She repeatedly refused to give us a receipt, promising it would be provided at checkout the next morning. She assured us the second room charge and deposit would be refunded later but never followed through. She was rude when questioned and even confrontational. The experience left my fiance and I upset and unable to sleep well. The following morning, the money had not been refunded as promised, and she stated it could take 24 hours to 7 days. The overall service was disappointing, and the breakfast items were unsatisfactory, with hard biscuits, no sugar for coffee, and cold, stale food. Our previous stays were pleasant, but this time, we were highly dissatisfied with the unprofessionalism and decline in service quality at the hotel.

I recently stayed at the Sleep Inn on Lane Ave. in Jacksonville, FL. The lady at the front desk was very rude and refused to return our $[redacted] deposit, alleging there were ashes on the floor without specifying where. She also claimed to smell smoke, though we always smoked outside, as captured on video. Despite our inquiries, she wouldn't provide her name or address our concerns. She even used inappropriate language. I believe we're being discriminated against because of our race. I recorded the room, clearly showing no damage or ashes as she mentioned. It's crucial I receive my $[redacted] deposit to cover bills. Your assistance is greatly appreciated.

I booked a room at Sleep Inn in Amherst specifically for the hot tub due to an injury needing the heat. Upon arrival, I was informed that the hot tub was out of order until the next day. I requested a refund to book another hotel but was denied. They stated they would not provide a refund despite the necessary facilities being unavailable. I am still without the main feature I came for.

I was informed that my deposit would be refunded within 7 to 10 business days. I paid $40 in cash and was never told I had to collect it the next morning. I can see the part paid with a card is being refunded, but when I asked the hotel about the cash portion, they claimed I only paid $20 in cash out of an $80 deposit and it's been two weeks, so I can't get it back. I was promised a 7 to 10 business days refund timeline, and it doesn't make sense that I would need to collect the cash deposit the next morning. The hotel should wait to ensure the room is not damaged before refunding deposits. I'm concerned this might be a tactic to keep cash from guests unfamiliar with their policies. The reservation was in the name of J. Myers.