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    ComplaintsforDrury Hotels Company, LLC

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Product Issues
      Status:
      Answered
      On October 21, 2024, I utilized the **************** App to book a one-night hotel reservation at the Drury ***********, 500 US-************************* (********) for the date of October 21, 2024. However, due to a malfunction within the **************** App, my requested reservation date was erroneously altered to November 24, 2024, with a check-out date of November 25, 2024.Upon discovering this error, I contacted Drury ************************, ********, to request a correction. The agent I spoke with informed me that she was unable to amend the reservation date and directed me to their website to submit a Hardship Request for cancellation of the incorrect reservation so that a proper reservation could be established.On October 22, 2024, I received an email from Bliss E., a Customer Relations Specialist with the *********************** Team. In her response, she indicated that they could not secure approval for a refund while they had contacted the appropriate parties. Consequently, my reservation remained classified as non-refundable and non-changeable.I am requesting your assistance in securing a refund of $162.98. I believe that both Priceline and Drury ************************, ******** are engaging in unlawful and deceptive practices, constituting theft, with the intent to deprive me of my funds permanently.

      Business response

      11/04/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer ********************* *****

      Dear *** or Madam:

      My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ***************************************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that Ms. ****** ***** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys relationship with its online,third-party providers. 

      Ms. ***** states in her complaint that she made a non-refundable reservation through *********, a third-party provider. After making the reservation, Ms. ***** realized that Priceline mistakenly booked the incorrect date. Ms. ***** contacted the Hotel directly to adjust the date of her reservation. Unfortunately, because the reservation was booked through a third-party provider, the Hotel was unable to adjust the reservation. ***************** directed Ms. ***** to submit an Advanced Purchase Hardship Request through Drurys website.

      In an effort to assist, we have cancelled Ms. **************** and directly requested a refund from the third-party site,Priceline, where Ms. ***** booked her reservation. Please note that it can take up to ***** days to receive a refund from our third-party affiliates after we make the request.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ******* ******
      Paralegal

      Customer response

      11/05/2024

      ***** days to receive my refund is long consdering the fact that payment was issued to Priceline within minutes and it should take minutes to refund my money. However, please make sure that Priceline, your third party affiliate credit my full refund of $162.98 to my new **** card number: ******************* Expiration: 10/2029.  
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      The company charged me for a canceled reservation. I emailed and called when I canceled my reservation they said once I stayed ONE night with the new reservation and paid for it they will credit me back for the canceled reservation. The date of service was 08/24/24. I was charged on 08/26/24 $337.49 (this was the canceled reservation). I was charged on 08/27/24 the following charges: $315.60, $93.70 & $250.00. I only stayed one night and should have been charged one time of $315.60. I want to get my credit for all other charges ****. This company has been so hard to speak with or get anything done.

      Business response

      10/18/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer ******************************************* or Madam:

      My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury *********************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that Ms. ***** ******* is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys cancellation, pet, and guest room damage policies. 

      Ms. ********* complaint states that she was incorrectly charged for a canceled reservation, as well as several other inappropriate charges. The total charges on her card were $337.49, $315.60, $93.70, and $250.00. Below is a breakdown addressing each of these charges.

      Ms. ******* made two reservations with Drury, both for check-in on August 24, 2024. Per Drury's cancellation policy, rooms can be canceled for a full refund with at least 24 hours' notice. Unfortunately, ********** did not cancel within this window, resulting in a cancellation fee of one night's stay plus tax ($315.60) for one of the reservations.

      Ms. ******* checked into her remaining reservation, which led to the following charges on her card: $337.49 for room and tax, $93.70 for Kitchen + Bar purchases, parking, and a pet fee, and $250 for a cleaning/damage fee. An invoice detailing all charges was sent to Ms. ******** email on file at the conclusion of her stay.

      Regarding the $250 cleaning/damage fee, at check-in, ********** was presented with a registration card that outlined guest responsibilities, including pet fees and potential room damage charges.Unfortunately, during her stay, the carpet near the entrance of her room was torn and damaged, requiring the room to be out of inventory for over a month.Due to this damage, the hotel charged Ms. ******* the $250 fee. Further, the Hotel has photographic evidence of said damage and will be happy to provide this information to Ms. ******* upon request.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ****************** always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ******* ******
      Paralegal

      Customer response

      10/21/2024

      As for pet damage that is fine no has informed me of anything regarding that or with pictures. As for the extra room charge that is not was told to me by ph and email from your customer service **** or the personnal at the front desk when I checked in. I would like refund for the room never used. See attached email and I called and spoke with customer service 8/8/24 @ ****** and again on 8/23/24 @ 4:47p. Thank you ***** *******

      Customer response

      10/29/2024

      So what does that mean? 
    • Complaint Type:
      Facilities Issues
      Status:
      Answered
      Date: September 30th our room was beyond gross/dirty. There was a footprint on the ceiling, white stuff on the side of the chair and lower part of the bed, what looked like dried ketchup smeared across the side of tv stand, stain on the curtains along with pen markings, markings along the wall, trim was falling off showing a hole in the drywall, and upon entering our room there was a huge stain dried on the hallway wall. You could also hear interstate traffic like no other (we have a sensory kid this did affect him). My husband went to desk told the lady everything. Still charged us along with a $30 parking fee when we were only there for 3 hours before leaving back to **. She did not offer to switch rooms or anything all she said was sorry but still have to charge us. I then called this morning to speak with a a manager Im currently waiting on a call but no call yet. I also want to state the lady lied telling me my husband said something different which he did not. Total: ******

      Customer response

      10/01/2024

      The address is  

      ****************************************************************************

      Customer response

      10/07/2024

      My daughter also caught a very very nasty contagious virus there at the hotel. We have been in and out of the hospital. It has cost us a lot between going to the ** twice along with pediatrician twice and childrens urgent care twice. 

      Business response

      10/07/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer ******************* ********

      Dear *** or Madam:

      My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ************************************** at the Arch (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that Ms. **** ******** is upset about her experience with the Hotel, however we disagree with Ms. ********* interpretation of the facts surrounding her experience.  

      Ms. ******** claims that her family was checked into a substandard room and that her husband immediately informed the front desk. She also states the Hotel failed to offer a new room or refund. However, according to the Hotels reservation notes, Mr. ******** did not raise any concerns about the room but instead mentioned an emergency requiring them to check out. The hotel was only made aware of the issues when Ms. ******** called the following morning. During that call, Ms. ******** acknowledged that her husband had not informed the front desk of their complaints.

      Drury enforces a thorough cleaning procedure for every guest room. Immediately upon hearing Ms. ********* concerns, the Hotel General Manager promptly inspected the room and found no evidence of the issues described.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ******************* always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ******* ******
      Paralegal

      Customer response

      10/07/2024

      Complaint: 22365157

      I have reviewed the business' response and am rejecting it because:

      I have worked in customer service before and this is by far the worst experience I have ever had with a company. I FaceTimed my mother in law and showed her everything in that hotel room. I have a very sick daughter that we have now spent $640 on not including all the test done from something she caught in that room. I also know that companys can go and say nothing is wrong when in reality they either fixed it afterwards or just say theres nothing. I also know that employees can lie. My husband did not mention the word emergency. He did in fact tell the lady everything that was wrong in that room. Her words exactly were Im sorry there is nothing I can do for you. She did not offer to switch rooms at all. So no I do not accept! 

      Sincerely,

      **** ********

      Business response

      10/09/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer ******************************************* or Madam:

      Drury Hotels is deeply committed to providing a travel experience that is free of disruptions for all our guests.  Our commitment to a safe and pleasant stay is evidenced by our continued recognition for Customer Satisfaction

      It is unfortunate that we continue to disagree about the facts and circumstances surrounding this stay. Having said that, please know that Drury conducted a thorough review of this matter, and based on that review, we are confident that Drury accurately portrayed the events that occurred. 

      Further, in a gesture of good faith, the Hotel General Manager called Ms. ******** and issued a fifty percent (50%) refund on Ms.Embertons stay.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *********

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ******* ******
      Paralegal II
    • Complaint Type:
      Product Issues
      Status:
      Answered
      August 10 2024 $189.47 With a 50$ deposit the hotel is holding for 20 days now

      Business response

      08/26/2024

      Dear **************,

      Thank you for reaching out regarding your stay at our Drury Inn & Suites ***************************** Center.  When arrived at the hotel your **** Card ending in 1280 was authorized $189.47 (room, tax and $50).  The morning of departure you were charged $139.47 (room and tax).  We released the authorization when you were check out of our system.  Since the $50 was part of an authorization not a charge you will not see a line item refund.  It is up to your bank when they put the $50 back into your available balance.  ********* is a little different.

      We truly appreciate your business.

      Sincerely,

      *********************
      Customer Service Manager
      **********************

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      8/24/24 I paid $800 for 5 nights. Upon check in the hotel hallway smelled like dead rats. We opened the door to the room, realized we had been baited and switched from what was advertised/ purchased. The room we thought we booked had a closed door to separate the sofa bed and the main bed but this room the sofa bed and main bed are so close they almost touch each other. Who wants to sleep with 4-6 people in an open room. It was tight quarters like a hostel, on top of that the housekeeping manager said all the floors stink the same because of their ventilation system. I asked the front desk manager to refund or accommodate us to a room with a closed bedroom door & was shown an room. They committed to make us comfortable saying if we stayed one night in the first room they will put us in the correct room on a higher floor with a better view for the remaining 4 nights. We thought thats acceptable because ***** front desk manager said I could trust her and everything would be alright and it would be a smooth transition. The next morning I called to find out where the room was, the assistant general manager ***** gave us the worst treatment ever, stated he would find out the arrangements and accommodate us. What ***** did was confirm with **** then proceed to tell us we had a free night already (we did not) there was nothing he would do to honor the commitment of the front desk manager. I have no idea how a person with his lack of *************************** is working in hospitality in SoFlo when he is the least agreeable employee. ***** tried charging us extra $43-$65/night for the 4 remaining nights. This is egregious behavior because they company knows we were unsatisfied from check in, the horrible odor, the room itself then as a hospitality company not doing their best to ensure an IHG member is satisfied and confortable when they admitted they have plenty of vacant rooms they could put us into. Strictly motivated by money not in honoring their commitments.

      Business response

      08/27/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer Complaint ********************************

      Dear *** or Madam:

      My name is *************************** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ************************************ (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that ********************************* is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding.

      ****************** states in her complaint that she encountered numerous issues during her 5-night stay, including foul odor in the hallway, a room that differed from what was advertised, and mistreatment from the **************** team.  

      Upon hearing of ******************** experience, the Hotel General Manager reached out to ****************** via telephone. During their conversation it was discovered that ****************** mistakenly submitted her complaint to the incorrect Hotel.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ******************.

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ***************************
      Paralegal
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      My family and I stayed at the drury inn hotel at the plaza location in the city of ************ , Mo for 1 night stayed on 7/18/2024 I booked it through a 3rd party website of this stayed from *********, as upon my arrival I was being treated poorly and waited ****** 1 hour and 30 minutes approx until I was assigned for my hotel room. And the manger and the front desk staff lies say they couldnt find my reservation I shown them my itinerary via through Agoda ***** a manager at the front desk ignored me made me waited for ****** long period claim he cant do anything I found then they say they had found my reservation forced me to pay them twice I disputed I paid the stayed via Agoda.com its a prepaid they treated me like o dont know what I was talking ability just because I was brown skin and they had discriminated me and my children they are all white staff at the front desk desk ***** known I was already on a long roadtrip and tired there wasnt any emphatic or empathy it was so wrong I called Agoda asked for a a refund due of the treatment Agoda say they had to get a permission from this hotel they claim that the hotel manager refused a full refund and willing to give me $13 this location has poor staffing and the manger by name of ***** thinks its funny the whole time her was Smiling and made it seem like I dont speak any English. You are a company. Im gonna continue to let everyone know and any corporation aware of your behavior at this location. I even contact your customer service representative. They refused to call me back and when they call me back call me like two days later I was at work. I can answer the phone. You hire people to hurt other people just because were not white like you you are a racist to certain people dont like us because white you made me and my family waited ****** 1 hour and 30 minutes magically you found our reservation and yet is trying to force us to pay you again shame on you all of the owner of this company are racist.

      Business response

      08/13/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer **************************************************** Sir or Madam:

      My name is *************************** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury *************************************************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that Mr. ************************* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding related to the booking of his room through the third party.  Further, we disagree with Mr. ********* interpretation of the facts surrounding his alleged treatment by the Hotel.

      ******************** states in his complaint that he booked his stay at the Hotel through a third-party provider, and upon arriving to the Hotel, he was made to wait for an extended period before he was provided a room.  He states that he was forced to pay for his room twice and was unable to get a refund.  He contacted Drurys customer service team and claims that they failed to call him back in a timely fashion and did so while he was at work. Throughout his complaint, he states that he was treated unfairly due to his race and color of his skin.

      Drury is a family-owned and operated hotel business. With over 50 years in the hotel business, Drury proudly employs a diverse and inclusive team of professionals who are considered members of the Drury family without regard to their race, national origin, religion or any other protected characteristic. This fact is evidenced by Drurys recognition as a Best Employer for Diversity by *************** and a Top Workplace in St. Louis by the St. Louis Post-Dispatch for many years.

      Drury is proud of its inclusive culture and core values,which include providing a travel experience that is free of all forms of unprofessionalism and discrimination. To be clear, Drurys success depends in large part on providing service that makes all guests feel welcome. With these core values in mind, we adamantly deny that ******************** was mistreated by our team member on account of his race or color of his skin. Mr. ********* perception of the interactions he described is simply not accurate. 

      ******************** made his reservation through a third-party provider.  The evening of Mr. ********* check-in, Drury was experiencing a companywide IT issue that affected third party reservations. The Hotel explained this situation to ******************** and apologized for the delay. Once Mr. ********* reservation came through to Drurys system, he was checked-in promptly. The Hotel stated that their experience with ******************** was civil and had no reason to believe ******************* was upset by the handling of this delay.

      Unfortunately, Drury does not have the ability to refund the original reservation since the funds were paid by ******************** directly to the third party. The Hotel directed ******************** to contact the third-party provider to process this request.  

      Further, in an attempt to assist ******************** in obtaining his refund from the third party, Drury has reached out to the third party directly, requesting a refund for ********************.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ********************.

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ***************************
      Paralegal

      Customer response

      08/13/2024

      Complaint: 22104183

      I have reviewed the business' response and am rejecting it because:

      You directly wasnt there your word means nothing to me. I dont care you claim that your staff isnt racial profile.

      it was wrong of your front desk agent and an unprofessional so called manger on duty ***** to made us waited at the front desk for ****** 1 hour and 30 minutes approx. it would had been a different outcome suggested that your staff should assigned the room for us immediately knowing I had an confirmation via through the 3rd party and proof stated paid in full of the night stayed yet your staff refused made a poor decision and had us family stayed at the front desk made us look bad because you are white! And I am brown! And yet your manger was laughing you all are the same! Also I know you cant refund me because I book it through Agoda the 3rd party yes understand dont try to shut the conversation I stated I wanted a refund yes I would needed to go through Agoda and their policy is they would needed to reach out to YOU the white people who works at the Drury inn to get your permission first once they confirmed with you they would refunded me. For come tell me that I made a complaint to wrong people like YOU! I want a refund from my stayed however as stated I would needed to reach out to the 3rd party Agoda and so for they would needed your front desk staff agent a permission to refunded me so long story short of ***** would had to call your staff at the property this location and done you know it all and making decisions on behalf of your racial profile property would you be willing to advise your staff to allow a refund ? If so the Agoda would provided me with my money back of you treated me and my family poorly at this Drury ****************** location would you ? And yes ***** would be refunding me but they would follow your order meaning they wont refund me unless you give them a permission. Now go consult with your racial profile staff and do whats right by refund me for your unprofessional behavior staffing and dont come tell me how I felted I wa being treated at this property you are not me and you cant tell me I was being discriminated come on you are not me dont come speak for me Drury inn ******************, Mo front desk staffing had treated out family unfair and discriminated our family you made us waited at the front desk at the time of checking in for ****** one hour and 30 min approx THAT IS THE **** FACT!!!! Horrible services and this is 2024 you gotta stop with these type of unprofessional services it is dirty!!!  




      Sincerely,

      *************************

      Business response

      08/14/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer Complaint Mr.*************************

      Dear Sir or Madam:

      Drury Hotels is deeply committed to providing a travel experience that is free of disruptions for all our guests.  Our commitment to a safe and pleasant stay is evidenced by our continued recognition for Customer Satisfaction

      It is unfortunate that we continue to disagree about the facts and circumstances surrounding this stay. Having said that, please know that Drury conducted a thorough review of this matter, and based on that review, we are confident that Drury accurately portrayed the events that occurred. 

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ********************.

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ***************************
      Paralegal II
    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      I was trying to book 1 hotel room for Aug 20, 2024-Aug 22,2024 and when I hit submit for the payment on advanced purchase, the website froze. Then about a minute later said confirmation. Went to check my email and see 2 confirmation emails. Went on to Drury's website and see 2 reservation for same room and dates. Called immediately and customer service said they can't refund 1 of the reservations and all we can do is submit a hardship. We submitted a hardship while on phone. **** said would take 5-7 business days and rare to get refund. I need my refund back for 1 of the reservations. This was a website glitch and not my fault. I do not have money to pay for 2 rooms. Only staying there to take daughter to college. I have used Drury in the past for family vacations and can't believe they don't have better customer service for issues like this. I see from complaints this same issue happens alot with their website. I just need my $165 back before we go to *****. Hope they can refund me this.

      Business response

      08/07/2024

      Good Morning ******************, 

      Thank you for reaching out.  I did see that there was a duplicate reservation.  I have also reached out to our data team and the hardship was approved. I have placed a refund in the amount of $165.00 back to your card and canceled the duplicate reservation.  You will see this on your account within 7-10 business days.  Hope you have a great stay!

      Amber St. *****

      Customer Service Manager

      ********************** LLC

      Customer response

      08/07/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************
    • Complaint Type:
      Product Issues
      Status:
      Answered
      Stayed at this hotel while in town to watch racing at ***************************. Checked in Wednesday afternoon and had no issues until Friday evening when the I received a call during opening ceremonies at the track. Hotel clerk asked if I was in my room because someone went to my door and my dog had barked. My dog is 5lb chihuahua who was in a crate, but I understand the rules so I returned. My dog was sound asleep under the covers in his crate but because I didn't want to be an issue I packed my bags to go home and checked out. The trip was reserved through a third party and was paid in full prior to arriving. I was leaving a whole day and a half early but wasn't looking for a refund. The hotel required a debit or credit card for the $50 daily pet fee. There wasn't anything wrong with the room but for some reason I was charged on my debit card twice. Once for the full amount of pet fee's for the entire stay and then again for no obvious reason. When I contacted the hotel I was transferred to manager who was able to confirm he had a temporary issued **** number that the room was reserved on and my debit card that was only to be used on the pet fee. I asked if he could put a stop on any future charges on that debit car and he replied no that has to do with corporate. He could neither tell me who was charging or why charges from his hotel kept appearing on my card. I will handle this with my bank personally Monday morning and I will ensure that they are to be paid what was owed and no more. Their add states they are pet friendly but only for a fee and that isn't always the real story. I was greeted by several staff that weren't friendly much less "pet friendly". "Oh another DOG!" with a eye roll and a stink eye. Or the receptionist who was rather rude about issuing me my second key when my guest arrived. If you going to a "List of what isn't allowed" for pet owners then showing that before they pay might be a good option unless you want bad press. Just sayin

      Business response

      08/08/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer Complaint ***********************************

      Dear Sir or Madam:

      My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites St. Louis Southwest(Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that *********************************** is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys policies regarding Advanced Purchase and Pets.

      In his complaint ******************** expresses his dissatisfaction with how Drurys Pet Policy was communicated as well as the guest room and pet fee charges applied to his account. 

      ******************** made a non-refundable, advance purchase reservation through a third-party for four nights. ******************** was traveling with his small dog and upon check-in, signed a hotel registration card detailing the daily pet fee of $50. This registration card encouraged the guest to request Drurys Pet Policy for further information. Additionally, Drurys Pet Policy is accessible via the Drury Hotels website. It is outlined in Drury Pet Policy that pets should not be left in guest rooms unattended.

      During Mr. ********* stay, the Hotel received complaints of a dog barking from Mr. ********* room. The Hotel called ******************** to inform him of this complaint, as well as reminding him of the policy restricting pets from being left in guest rooms unattended. Upon return to the hotel, ******************** elected to depart early.

      The Hotel adjusted Mr. ********* pet fee charges to reflect only the two nights ******************** stayed at the hotel. These charges were applied to the MasterCard as directed by ********************. Mr. ********* guest room charges were placed on the **** provided at the time of booking.

      To receive a refund for a non-refundable, advanced purchase reservation, ******************** will need to submit an Advanced Purchase Hardship Request through Drurys website. Once a request has been submitted,Drurys Advanced Purchase Hardship team will review and follow up directly with ********************.

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ********************. 

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      ***************************
      Paralegal

      Customer response

      08/08/2024

      I posted a screenshot of what I saw as a pet policy when I reserved the room. Definitely a miscommunication and I wasnt seeking a refund. Just wanted them to know that customers purchasing reservations through a third party site only sees this. Might help others from making the same mistake. Thank you 
    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      We made reservations for Drury Inn in **************** for 7/24/24 to 7/26/24. We made the reservation online and had the confirmation number and amount we would owe in an email. When we got to the hotel, they first tried to make us pay more than was owed. I showed them the email and they finally changed it after talking to a manager. One night was paid with one credit card and the other night was paid with a different card. It came up to $******. One card was suppose to be charged $114.71 plus a $50 deposit which came to $164.71 and the other card was suppose to be charged $130.14. That night they had charged one care $164.71 two times and another charge of $80.10. We showed them and they couldn't figure out what the $80.10 was for. This pended on my account til 7/28/24 and fell off. This morning 7/29/24 I looked at my account and they charged my account $****** and then charged the other card $130.14. the balance for both nights was ******. the overcharged us by $114.71. I tried talking to the manager. She was rude and unhelpful. She didn't tell me if or when we were getting the money they owe us back. She admitted that the front desk people made the mistakes. I told her I wouldn't stay there again and she said she didn't care. I have also tried to get a hold of corporate and can't get a hold of anyone. The hotel wouldn't let me talk to or give me their district managers name or number. I am very upset. This has happened to me before with another Drury Inn

      Business response

      08/02/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer Complaint ********************************

      Dear Sir or Madam:

      My name is *********************, and I serve as Corporate Counsel for Drury Hotels Company, LLC (Drury). Drury manages the Drury *****************, ******** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that ******************************** is upset about her experience with the Hotel, but it appears that there was a clerical error at the front desk, which was quickly resolved.

      ******************* states in her complaint that she booked two nights at the Hotel, and that each night was to be charged to a different method of payment.  However, one night was charged to one method of payment and the other method of payment was charged for both nights.  As well, there was an additional, unexplainable pending charge.  ******************* further states that the manager of the Hotel was rude and uncooperative.

      ******************* is correct that there was some confusion surrounding which method of payment would receive which charges, and that one method of payment was inadvertently charged for both nights instead of just one night.  ****************** (********************* husband, who stayed at the Hotel with her) reached out to the Hotel with these concerns, along with the concern related to the unknown pending charge, and recently spoke with the Hotels General Manager, who was able to explain to him all the pending charges, and the refunds that would be anticipated.  The General Manager assured ****************** that the error was resolved and was happy to provide receipts demonstrating same that he could share with his bank to assist in expediting the removal of the pending charges.

      ******************* also spoke with Drurys **************** team and as a gesture of good faith, one nights stay was refunded.  

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for *******************. 

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      *********************
      Corporate Counsel

      Customer response

      08/04/2024

      Complaint: 22059417

      I have reviewed the business' response and am rejecting it because: we were told by *****, with Corporate that we would be refunded the night we paid for for our inconvenience. We have yet to receive the money back like she had said as a courtesy to us for having so many problems. She told me we would have the money in 2 days and we have yet to receive it. I spoke with ***** on July 31 at 10:23 central time. I had also talked to her about there hot tub not working right and that there was mold in it. I felt I was lied to



      Sincerely,

      ***************************

      Customer response

      08/04/2024

      This also wasn't taken care of in a timely manner. I had over $400 of charges pending on my account which could not use during my vacation because of their mistakes. It was only suppose to be $164 . That's was with the $50 deposit for coincidentals which would be refunded after the stay. I was treated horribly by the hotel manager. She told me she didn't care if we stayed at Drury Inn again or not. Poor customer service. My bank also looked at my account and is investigating them for fraud because of all the money that was being held in our account. Like I said, I was told by ***** on July 31 that one of our nights we stayed would be refunded for all our problems. The only thing that was refunded was for the $130 they overcharged us. They have yet to do what ***** said she would do. She lied to me because I have yet to see the refund. Thank you

      Business response

      08/05/2024

      *******************,

      Thank you for reaching back out.  Sorry you feel I lied to you as that was not the case, banking takes time.  We did talk on 7/31 and I processed a refund for the night back to your Master Card in the amount of $114.71.  This refund will take up to 7-10 business days just as the original refund that the hotel provided took a few days to be reflected back on your card.  ********* refund was processed on 7/26 and the one I processed was done on 7/31 so you should see the refund reflected 5 days or so after you saw the first refund. 

      Have a great week!

      Amber St. *****

      Customer Service Manager

      ********************** LLC

      Customer response

      08/06/2024

      They finally got everything taken care of. I will still no longer stay at any of their hotels anymore. Worst experience ever!

      Customer response

      08/08/2024

      Everything has been resolved. I sent a message a couple of days ago. Thank you
    • Complaint Type:
      Product Issues
      Status:
      Answered
      I booked a hotel on the Drury Inns website. I got a confirmation and how much the charge would be. $114.71, included taxes, for one night and $130..14, included taxes for the other night. It came out to be $244.85. The $114.71 was suppose to be taken off my card and the $130.14 was suppose to be taken off a different card as payment. I had two holds pending on my account for $164.71. That was the $114 with a $50 returnable deposit upon checking out. I should of had one hold for that amount. The other card had the pending hold for the right amount on the other card for $130.14. I also had another pending amount on my card for $80.10 and they couldn't tell me what that was for an that it should fall off. Well, they all fell off and nothing posted til today 7/29. I had $244.85 posted to my account and another $130.14 out of the other account. They overcharged me $130.14. This isn't the first time this has happened with Drury Inn. I called the Hotel and the manager was rude and was unbearable to talk to. They did not have our approval of taking the $244.85 out of our account the charge the other card account $130.14. They charged me $374.99 for the room and it was suppose to be $244.85. I wasn't told I'd get my money back or when. This is fraud!

      Business response

      08/02/2024

      Better Business Bureau
      Re: Drury Hotels, Response to Customer Complaint *********************************

      Dear Sir or Madam:

      My name is *********************, and I serve as Corporate Counsel for Drury Hotels Company, LLC (Drury). Drury manages the Drury *****************, ******** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.

      We are sorry that ********************************** is upset about her experience with the Hotel, but it appears that there was a clerical error at the front desk, which was quickly resolved.

      ******************* states in her complaint that she booked two nights at the Hotel, and that each night was to be charged to a different method of payment.  However, one night was charged to one method of payment and the other method of payment was charged for both nights.  As well, there was an additional, unexplainable pending charge.  ******************* further states that the manager of the Hotel was rude and uncooperative.

      ******************* is correct that there was some confusion surrounding which method of payment would receive which charges, and that one method of payment was inadvertently charged for both nights instead of just one night.  ****************** (********************* husband, who stayed at the Hotel with her) reached out to the Hotel with these concerns, along with the concern related to the unknown pending charge, and recently spoke with the Hotels General Manager, who was able to explain to him all the pending charges, and the refunds that would be anticipated.  The General Manager assured ****************** that the error was resolved and was happy to provide receipts demonstrating same that he could share with his bank to assist in expediting the removal of the pending charges.

      ******************* also spoke with Drurys **************** team and as a gesture of good faith, one nights stay was refunded.  

      For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for *******************. 

      As always, if you have any questions or concerns, please do not hesitate to call or email me.

      Sincerely,

      *********************
      Corporate Counsel

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