ComplaintsforDrury Hotels Company, LLC

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This past weekend which would be February 24th till February 26th Friday to Sunday I stayed at the Drury inn and ******* Kentucky I paid $290 for two nights Plus a $50 credit card deposit when I got home Sunday late Sunday I received a text that said my deposit I went from $50 to $250. I called them and asked them what the problem was I thought maybe they were trying to charge me a smoking fee cuz I seen the thing on the TV about a smoking fee but I didn't know so when I talk to the woman she returned my phone call and tells me that it's a cleaning fee that my room was too dirty I literally put every single piece of trash in bags by the door I begged it I put all the towels by the door they had to do nothing but vacuum change the beds and wash out the tubs that's their job why should I pay them $250 for their job there was nothing extra. I want my deposit back but $50 or $250 whatever you're charging me I don't care to pay for the room for the weekend that's fine that was $290 I feel like that's more adequate for two days and they clean up my room I want my deposit money back this is crazy they are housekeepers that is what they do and because they're mad they went over the top and no not acceptable.

  

  Business response

  03/01/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ***** *******
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a ********* for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn ******* located in *******, KY (“Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, has received the Torch Award from the **. ***** 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 Drury hotels.
  
  Ms. ******* indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On February 26, 2023, after Ms. ******* checked out, Housekeeping reported the room as excessively dirty. Upon further investigation it was discovered that a miscommunication occurred regarding the state of Ms. ******* room at check-out. Upon learning of this error, the Hotel ******* ******* immediately called Ms. ******* with an apology and refunded the $250.00 cleaning fee. Ms. ******* accepted the Hotel’s apology and expressed satisfaction with the Hotel’s response. 
  
  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,
  
  ******* ******
  *********
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Me and my boyfriend recently stayed at this hotel 2/17-2/20. We absolutely loved this hotel, staff was friendly, they offer breakfast/dinner. I was only aware of the 50 dollar hold which they release back to my card as we check out. The issue I have is I checked my card on 2/22 and a 250 charge was made by them. I called same day and a rep told me based off the notes she said they found excessive blood in the bedding and their was no manger on duty to speak to call tomorrow. 2/23 I called and spoke to a ******** ***** which is the manger of this location and said the team had to go in with mask and they have to basically get a new mattress. On Saturday we realize that they never came to clean the room. On Sunday we ask do we have to put a request in to clean the room they said yes so we put a request in, they never clean the room. when we checkout on Monday the room was fine everything looked normal so when I seen the charge I was confused. Me the clean freak that I am if there was blood the way they described it I would've have notice and never slept on it if that was the case. They have White sheets how will I not notice. honestly I believe the so called blood stain must have been there before we stayed or someone came in after us. I went from loving this place till never want to spend a penny in this place again. Manger ms ***** showed no empathy, I felt she didn't do the research behind this situation nor did she care.

  

  Business response

  02/28/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* ******** 
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites Charlotte Arrowood located in Charlotte, NC (“Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  Ms. ******** indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On February 20, 2023, after Ms. ******** checked out, the Hotel’s front desk initially reported blood staining on the linen, mattress pad, comforter, and bedding. Upon further investigation it was discovered that a miscommunication occurred between the Hotel’s housekeeping and front desk staff. The Hotel has clarified that the bedding was soaked with urine, not blood. Drury has strict guidelines and procedures as it relates to safety and cleanliness to provide a clean and healthy environment for our team members and guests.  For the Hotel to complete additional cleaning procedures, the room was removed from the Hotel’s inventory from February 20, 2023, through February 24, 2023.
  
  We are very sorry for the miscommunication as it relates to the details of this situation. As a gesture of good faith, the Hotel is refunding the $250.00 cleaning fee.
  
  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,
  
  ******* ****** *********

  Customer response

  03/01/2023

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

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Drury Inn will not refund my money for reservations I did not use. I am devastated. They offered to resolve this by allowing credit but I live in California and can’t afford to use them again. They are not available here in California. I want my money back, I can’t afford this and I can’t believe a large multi million dollar company won’t make an exception for someone as myself. Please help.

  

  Business response

  02/21/2023

  Dear Ms. ***********

  Your Hardship form was approved and a refund was processed on February 19th.  Please allow 7 - 10 business days for this amount to reflect on your statement.

   

  Sincerely,

   

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

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This past weekend we stayed at the Drury inn Columbus Polaris. I had family staying in another room across the hall. We had individually booked our rooms. Different names, payments everything. Overnight on Friday there was an incident in my family members room, that I had no idea of or control over. In the morning I was made aware of the situation, my sister told me that they were getting another room and asked if they could put their stuff in ours until their room was ready. I believe it was around 10AM -11AM when their room was available, so we helped them move their stuff. Around 4:30PM I was taking a nap and was awoken by a knock on the door. By the time I got up and got to the door, the manager and someone else were walking away. They seen me walking towards them and did not turn around to speak to me. I went to my sisters room and she told me that she had to find her policy number for her insurance by 5 PM or we both had to leave. She had already filed an insurance claim and gave all her information, they even gave her a new room at this point, so we were completely caught off guard. I thought me having to leave was a mistake, so I went to talk to someone and had to wait about 10 minutes or so. I was told because I allowed them to hold their stuff in our room for a few hours (my sister is 7months pregnant I was not going to make her take her stuff to the car and back, when her new room was on the same floor as us) that we also had to leave and would get no refund for that night. when I asked why I would get no refund when I was not leaving on my own or because I had done something wrong the guy was extremely rude and just said I had 15 minutes to vacate. At the time my boyfriend was in the pool with the children, so we had no time at all. Not to mention they did not even speak to me about it, they let another guest tell me and I had to go and find someone to talk to. I did nothing wrong to not be refunded and the way it was handled was unprofessional.

  

  Business response

  01/23/2023

  ****** ******** ****** *** ***** ******* ******** ** ******** ********* * *** ****** ******** **** *** ** ******
  
  My name is ***** ***** and I serve as ********* ******* *** ***** ****** ******** *** **********  Drury manages the Drury Inn & Suites – ******** ******* ***** ** ********* **** ********).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  Ms. ****** ******** states in her complaint that she and her sister, along with their respective families, were staying at the Hotel – Ms. ******** was in one room and sister was in another.  Unbeknownst to Ms. ********, there was an incident in her sister’s room the evening after they checked in.  The next day, Ms. ******** was informed that her sister was going to be switching rooms, and Ms. ******** assisted in moving her sister’s belongings into her room temporarily.  She was later informed by her sister that they would all be required to leave the Hotel unless the sister was able to demonstrate insurance information.  Both Ms. ******** and her sister were asked to leave the Hotel without receiving a refund for their second night stay.   
  
  Unfortunately, the damages caused to the Hotel stemming from Ms. ********’s sister’s room were quite extensive, and there were concerns that the incident might be repeated.  It is well within Drury’s purview to seek the removal of a guest who damages Hotel property.  However, in an effort of good faith, the Hotel provided Ms. ******** a refund upon receipt of this complaint.  Please allow the refund several business days to process. 
  
  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.
  
  ********** ***** ***** ********* *******

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Drury Plaza Hotel ************, MO I called to them to cancel my reservation on 12/7/22 because I was unable to make it. This was 22 days prior to my reservation. They told me they would refund my money. The money has not been refunded. I was charged on 11/18/22.  I had to get a new credit card, so the one they have on file is now voided.  They would have to find another way to refund me. 
  

   Confirmation# ********

  

  Business response

  12/22/2022

  ****** ******** ******
  Re: Drury Hotels, Response to Customer Complaint – ****** *******
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am ********* ******* for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – *** ***** ************, located in ************, Missouri (“Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, has received the Torch Award from the *** ***** ****** ******** ****** **** ****”) and has an A+ rating with the ***.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the ***.  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 Drury hotels.
  
  We are sorry that Mr. ****** ******* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it related to Drury’s Advance Purchase policy.
  
  In Mr. ********* complaint, he states that he booked a room at the Hotel on November 18, 2022, for late December 2022, and that his card was charged at that time for the reservation.  He attempted to cancel his reservation on December 7, 2022, stating that he was no longer able to make it.  Per his complaint, the Hotel allegedly agreed to refund his money.  He reports that he has a new credit card, so the refund will need to go to an alternative card.
  
  Unfortunately, Mr. ******* made a non-refundable Advance Purchase reservation.  At the time of booking, it is communicated that the payment card will be charged, which is why his card was charged on November 18, 2022.  To request a refund, Mr. ******* will need to fill out an Advance Purchase Hardship request form available on Drury’s website: **********************************************************.  The filling out of the request form does not guarantee a refund.
  
  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 Mr. ******** 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***** ***** ********* *******

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 23 through November 25 I was a guest at Drury Inn ******** ********* I arrived with my 2 children around 3pm. As I checked in the representative realized that he had checked me in under the wrong guest name and reservation and the amount charged would be returned to my card. On November 25th I noticed another charge to my debit card and before checking out stopped at the front desk to ask what the charge was for and was told it was probably authorization charge but it would be released asap and I left. A few days later I noticed 2 charges still pending on my bank transactions. I contacted my bank and was told that Drury would need to release the authorization charges for the charges to be credited back to my account. I have been unsuccessful at getting this issue resolved. I have emailed and called both the local Drury and Corporate and am being told the charges cannot be located. I have even sent screenshots timestamped from my bank of the charges. The charges are $160.82 and $19.18 that I am requesting to be credited back to my card or a refund. My kids and I enjoyed our stay. It's disappointing that I am having this issue after my stay.

  

  Business response

  12/16/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – ****** ******
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I serve as ********* ******* for Drury Hotels Company, LLC (“Drury”).  Drury manages the ***** *** * ****** – ******** ** hotel in ******** ** (the “Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, has received the Torch Award from the *** ***** 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 Drury hotels.
  
  Ms. ****** ****** states in her complaint that the Hotel improperly charged her card during her November 23 – 25, 2022 stay.  Ms. ****** states that when she checked into the Hotel, the Hotel inadvertently checked her in under the incorrect reservation.  She was told that the amount charged at check in would be returned to her card.  Then, on November 25, 2022, she states that she discovered another charge on her card.  After checking out, Ms. ****** states that she noticed both charges were still pending on her card.  She reports she is unable to successfully resolve this matter. 
  
  After looking further into this complaint, the Hotel’s management team discovered that the charges were still pending under the incorrect reservation.  The Hotel immediately released the charges, which should be reflected on Ms. ******’s card in the next 2 – 5 business days.  The Hotel’s ******* ******* contacted Ms. ****** and explained that we released the charges and apologized for the clerical error.  Ms. ****** was appreciative of the call. 
  
  For the reasons set out above, we are confident that we complied with the law and 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,
  
  ***** *****
  ********* *******

  Customer response

  12/20/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received the funds. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  12/28/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Tequia Harris
  
  Dear Sir or Madam:
  
  Please let this serve as a response to Ms. ****** ******** rejection of Drury’s response. 
  
  In Ms. ******’s rebuttal, she states that she did not receive the funds.  After receiving this notice, our Hotel ******* ******* followed up again with our ** **********, and confirmed that we are not holding any funds.  Further, our Hotel ******* ******* reached out to ***** **** to confirm that all holds were released, and received a confirmation email, dated December 27, 2022, stating, “The authorization holds have been released.”  We would request that Ms. ****** reach out to the Hotel directly should she continue to experience challenges – we are more than happy to send whatever is needed to her banking institution to ensure her funds are properly released.
  
  For the reasons set out above, we are confident that we complied with the law and 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,
  
  ***** *****
  ********* *******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the Drury Plaza Hotel San Antonio Riverwalk, *** ***** *** ****** ******* *** ******** ***** ***** on Friday, December 2, 2022. We were in Room ****. After checking out on Saturday December 3, 2022, the Drury charged me $250.00 that was not authorized. After discussing this with the Drury, they told me the $250.00 was for smoking in the room. There was no smoking in the room. Because my husband likes to do the right thing, he puts his cigarette butts in his pocket instead of throwing them on the ground and there were no ashtrays or trashcans outside for him to throw them in where he was at. Before my husband went to bed he cleaned out his pockets and put the cigarette butts on the table and when we checked out he forgot to throw the butts away. As a result the maid said we were smoking in the hotel room and charged the $250.00. This is not acceptable. There was no smoking in that room, nor was there any evidence other than the cigarette butts left behind. Just because they found the cigarette butts doesn't mean anyone was smoking in the room. They refused to apologize for their mistake and refund my money that was taken illegally and without my authorization. We have stayed at Drury hotels several times (just not this one). I am even a Drury reward member and have never had this issue before at any of the Drury's.

  

  Business response

  12/12/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ****** *****
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am Corporate Counsel for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – *** ******* ********** ** *** ******** ** (the “Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  We are sorry that Ms. ****** ***** is upset about her stay at the Hotel, but it appears we simply enforced Drury’s no smoking policy. 
  
  Ms. ****** ***** indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel on December 3, 2022.  Ms. ***** claims that there was no smoking in the room.  She states that there were cigarette butts in the room, but they were from when her husband smoked outside and then brought his cigarette butts back into the room to dispose of them.  She further claims that there was no evidence of smoking in the room and would like an apology and a refund of the cleaning fee.
  
  When housekeeping went to clean Ms. ******* room after she checked out on December 3, 2022, there was a very strong smell of cigarette smoke in the room.  It was strong enough that it required extra attention and fumigation to eliminate the odor before the room could be let to a new guest.  The guest staying with Ms. ***** contacted the Hotel on December 5, 2022, and questioned the smoking charges – stating that he didn’t smoke in the room, but the odor might be coming from him somehow.  Given the odor in the room, and the necessary fumigation steps to eradicate said odor, we are comfortable charging Ms. ***** with the $250.00 cleaning fee per our policy.  
  
  For the reasons set out above, we are confident that we complied with the law and 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,
  
  ***** *****
  Corporate Counsel

  

  Business response

  12/12/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – *** ****** *****
  Dear Sir or Madam:
  My name is ***** ***** and I am Corporate Counsel for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel – San Antonio Riverwalk, in San Antonio, TX (the “Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  We are sorry that *** ****** ***** is upset about her stay at the Hotel, but it appears we simply enforced Drury’s no smoking policy. 
  
  *** ****** ***** indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel on December 3, 2022.  *** ***** claims that there was no smoking in the room.  She states that there were cigarette butts in the room, but they were from when her husband smoked outside and then brought his cigarette butts back into the room to dispose of them.  She further claims that there was no evidence of smoking in the room and would like an apology and a refund of the cleaning fee.
  
  When housekeeping went to clean *** ******* room after she checked out on December 3, 2022, there was a very strong smell of cigarette smoke in the room.  It was strong enough that it required extra attention and fumigation to eliminate the odor before the room could be let to a new guest.  The guest staying with *** ***** contacted the Hotel on December 5, 2022, and questioned the smoking charges – stating that he didn’t smoke in the room, but the odor might be coming from him somehow.  Given the odor in the room, and the necessary fumigation steps to eradicate said odor, we are comfortable charging *** ***** with the $250.00 cleaning fee per our policy.  
  
  For the reasons set out above, we are confident that we complied with the law and 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

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked 2 rooms for 2 nights paid in full in advance. Checked in 10/31/22 and checked out 11/02/22. On 11/03/22 my credit card was charged $73.44 for valet parking as expected. On 11/18/22 my credit card was charged $73.44 again. I have contacted Drury hotels downtown ********* multiple times now. I spoke with several different people and they keep sending me to someone elses voicemail. Nobody ever returns calls. I did manage to get ahold of a manager that was suppose to call me 3 days ago. Her answer was that she has no record of the extra charge and I would need to call back and talk to *****. I call to talk to ***** and I leave voicemail and again no return call. I have talk to my banking branch and they have confirmed that I was charged twice. I have been calling Drury ************** for a week now trying to get this resolved. I even called corporate office and all they did was transfer me to ********* site. I should not have to keep calling to get a resolution.

  Customer response

  11/28/2022

  1380 ********

  ********* **** 44114

  

  Business response

  12/05/2022

  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 *********** ********* Downtown in *********, ** (Hotel).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 **********************.
  
  ***************************** states in his complaint that he booked two (2) rooms for two (2) nights at the Hotel from November 2, 2022 November 3, 2022.  He states that his credit card was charged $73.44 for valet parking twice, when he only anticipated it being charged once.  He states that he has had difficulty getting in touch with someone at the Hotel to get this corrected.   
  
  After reviewing Mr. ********* complaint, the Hotel confirmed that ******************** was indeed charged twice for valet parking.  We apologize for this oversight and are glad ******************** brought this to our attention. 
  
  In an effort of good faith, our Hotels General Manager reached out to ******************** and refunded not only the improper valet charge, but both valet charges, and apologized for this oversight.  ******************** appeared satisfied with this response and appreciative of the phone call.  
  
  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

  12/05/2022

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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 20/21-2022 I booked a room online for myself, my husband and our 3 children at the Drury Inn and Suites, Springfield, Ill. Our children Ranging in ages 8months to 4 years. My reservation was booked for a king bed non-smoking. Upon entering the room, it wreaked of smoke, cigarette smoke. I saw a sign by the tv indicating nonsmoking allowed. Come to find out this floor, the 5th floor used to be the smoking floor. This was disclosed by an employee my husband overheard telling another customer. I am very hurt and angry this was not disclosed to us when we booked the room. My daughter and I suffer from asthma and allergies and the lingering smoke is very obvious. We have not been able to sleep well. We are both stuffed up and the smell is very unpleasant. I am requesting a refund. I paid 190.37 for an uncomfortable stay and lingering smoke in our lungs. This is definitely a health issue to anyone who suffers from allergies and asthma. All it takes is for anyone who is questioning my complaint to walk into the 5th floor and Enter our room to smell it.

  

  Business response

  07/26/2022

  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 located in Springfield, Illinois (“Hotel”).  I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  Ms. ******* **** states in her complaint that she booked a non-smoking room at the Hotel, however, upon arrival smelled cigarette smoke in the room.  We are sorry to hear about Ms. ****’s experience at our Hotel. Drury prides itself on being 100% smoke-free. Our smoke-free status is communicated via our website, during the booking process, and posted in each guestroom. Drury enforces a thorough cleaning procedure if any guest is found to have violated this policy. It is unfortunate that the room’s cleanliness was not in line with Ms. ****’s expectations and needs.
  
  Immediately upon reading Ms. ****’s complaint, and as a gesture of good faith, our Customer Service Team refunded Ms. ****’s 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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/23/22, I checked into the Drury Inn Middletown - ******** (reservation # *********) along with my husband and three children (ages 11, 9 & 5) for what should have been a fun weekend, spending time with family and friends while our son played in a local baseball tournament. On the evening of 6/24 at around 10:15pm, while all the children were asleep in their rooms, some parents were spending time catching up outside the hotel, sitting in folding camping chairs in the rear parking lot of the hotel. No disturbance was made, the hotel staff came outside and told us all that after 10PM was quiet time and said we needed to go inside the hotel to our rooms. Again, we werent causing any problems and we spoke outside for about one minute with this employee. During that one minute, nobody threatened anyone, there was no confrontation whatsoever, except that we said weren't doing anything wrong. The hotel employee shrugged her shoulders and as she walked away, she said she would call the night manager to see what to do. Nothing more from this nor any other employee was heard. My husband came to bed at about 12:15am, while a few other parents remained outside. Over two hours later, around 2:30 AM, my family and I were awakened to loud pounding at our door, and as I make my way to the door, our door is opened by two Middletown Police Officers accompanied by that same hotel employee. The police officers said we were being evicted by the hotel and that we had "two minutes to gather our belongings." While the children were crying, we gathered our belongings. Confused, my wife and I asked why we were being evicted and nobody would answer us. We STILL have not received a response as to WHY we were EVICTED! I am not sure if this happened because of the color of our skin, our professions or because we saw one of the employees smuggle food outside to a non-guest. (see below)

  

  Business response

  07/12/2022

  TeBetter Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* *********
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites located in Middletown, Ohio (“Hotel”).  I am proud to report that Drury has won the JD Power Award 16 consecutive years for Customer Satisfaction, 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 Drury hotels.
  
  We are sorry that Ms. ******* ********* is upset about her experience with the Hotel, but it appears we followed our policies and procedures regarding quiet hours and disruptive behavior.   
  
  Ms. ********* states in her complaint that she and her family were staying at the Hotel for her son’s baseball tournament, along with other families participating in the tournament.  She further states that the adult members of her group chose to spend time outside the Hotel the parking lot, and that while they were outside, a Hotel team member informed them of the Hotel’s quiet hours and that they would need to go inside.  She continued that there was no confrontation and that the Hotel team member left to call the night manager, and claimed that there was nothing further said or done until the early morning hours when her family was evicted by police officers. Ms. ********* claims she is unaware as to why this occurred, but questioned whether it was because of their race, professions, or retaliation for witnessing a Hotel team member smuggle Hotel food to a non-guest.
  
  Drury is proud of its inclusive culture and core values, which includes providing a travel experience that is free of disruptions for all our guests.  Drury’s success depends in a large part on providing services that make all guests feel comfortable and enjoy a restful and relaxing stay.  We are sorry that Ms. ********* is upset about her stay at the Hotel, but we disagree with Ms. *********’s interpretation of the facts surrounding her stay. 
  
  Ms. ********* was a member of a large group, which booked eighteen (18) rooms at the Hotel, consisting of several adults and children, who were staying for a baseball tournament. Drury has specific policies regarding quiet hours.  Quiet hours at the Hotel begin at 10:00 P.M. so all guests can enjoy a quiet and restful stay. These policies were communicated to each member of Ms. *********’s group.
  
  The Hotel received complaints from guests regarding Ms. *********’s group throwing a party in the parking lot after quiet hours. The complaints indicated that members of this group were sitting in lawn chairs in parking spaces and refused to move out of the spaces for other guests. The group was asked to move their gathering inside by Hotel team members. The Hotel even offered to open the meeting space so Ms. *********’s group could continue to socialize inside the Hotel.  However, this group refused to vacate the parking lot.  Mr. **** *********, Ms. *********’s husband, told the Hotel that they would not move until police asked them to move.
  
  Therefore, around midnight, the Hotel contacted the police, who met with Ms. *********’s group in the parking lot. Due to threatening behavior of members of the group, the police asked a few members of the group, including Mr. and Mrs. *********, to vacate the property.  The police officers received another call and needed to momentarily leave the Hotel, but informed Hotel team members that if the *********s did not vacate the Hotel, to call them to return.
  
  Around 1:00 A.M., the Hotel again contacted the police officers stating that the *********s did not vacate the Hotel. When the police arrived at Ms. *********’s room, she refused to open the door for the police officers, so the Hotel used their master key to open the door just enough so the officers could identify themselves and ask them to come to the door. The *********s then left the Hotel.
  
  It is unfortunate that the *********s’ behavior escalated to such an extent that they needed to be removed from the Hotel.  However, the Hotel does not permit any behavior which interferes with another guest’s stay or right to use an amenity.  
  
  We categorically deny that Ms. ********* was asked to leave because of her race, profession, or allegedly witnessing a team member steal food. Ms. ********* was asked to leave for the reasons set out above and we are happy to provide additional information to support our position.
  
  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

  Customer response

  07/20/2022

  Hello, 

  I REJECT this claim. I have been hospitalized and then recovering at home and missed the deadline so I apologize. This response is compiled from myself, **** *********, ******** *********, ***** *********, ****** *********. 

  
  

  The response from ******* ****** is false. We were not part of a group of 18. We had 9 rooms booked for our team. There were approximately 8 grown adults outside, sitting in lawn chairs or playing corn hole at 9pm until 10pm when staff asked that they stop. No one “threw a party”. Of these adults outside- there was a police officer from a different city, a lawyer, fire fighter, nurses, and a physician. No one was causing any harm nor any disturbance. 

  
  

  The staff asked for them to stop playing corn hole, so they complied. The staff asked at 10pm for all to come inside to the “meeting space” but when some of the members of our group went in there, there were >15 adults in there that were not affiliated with our team. Due to COVID, no one felt comfortable intermingling with people we do not know. No one refused to leave the parking lot. No one was asked to move their lawn chair so another guest could utilize a parking spot. 

  
  

  If the hotel would simply look at their cameras, they would see that, I (*******) went to bed at 9:30pm, my kids (********, ***** and ******) came to bed at 10pm and my husband (****) came to bed at 12am. We spoke with the General Manager of the hotel and it appears they have been having issues with the cameras. Go figure. Prior to my husband coming to the hotel room, he was NOT asked to leave by management. 

  
  

  I cannot speak for others but, **** ********* (whom is a police officer himself) did NOT say that they would not move until the police asked them to. That is just absurd. The only time he spoke with staff was at 10pm as aforementioned. 10pm was the time that the picture I sent you with the original email was taken of him and the woman who is accusing of him getting in her face. There were no other interactions with them. She never asked him to leave. She stated she was going to call her manager to see if it was ok if they were just sitting in the parking lot. He waited for her to come back and she never did so they assumed that it was ok to continue to sit and hang out with friends. I honestly am not sure if the staff is confused on WHO they had "altercations" with or IF they are twisting everything around to cover themselves since it appears they are telling their paralegals false information of the recollection of events.

  As for the “refusing to open the door for the police officers” – we never even heard a knock until 5 seconds before they barged THROUGH the door. When I heard the knock, I woke up my husband because I was thinking there was a fire in the building, and we had to carry the kids outside. We both stood up and he headed to the door to open it. Then the police barged into our room before he reached the door with flashlights saying that we had “2 minutes to pack up and leave”. When my husband and I asked why we were being asked to leave, a male officer would only reply with, “you know why.” And we would reply that no, we had no idea why or what they were talking about.  

  As Mr. ****** reported, “the hotel used their master key to open the door just enough so the officers could identify themselves and ask them to come to the door” – this is completely false other than they used the master key. They barged in with flashlights with no identification. 

  While I was moving some of our belongings to the hallway, a staff member was standing down the hallway with her head looking at the ground, I asked why we are having to leave. She would not even look up at me to answer my question. There was no confrontation other than telling the officers that it was going to take longer than 2 minutes to pack up our family of 5 who has been sleeping.

  My 5 year old, 9 year old and 11 year old are STILL completely traumatized from this. Having the police BARGE into the hotel room that they felt safe in and having to pack up their belongings then drive around for HOURS trying to find a hotel room where they can rest their heads for the remainder of the night will forever be instilled into them and I hope and pray that it will not cause pain and suffering the years to come. 

  If my husband was asked to leave the hotel, he would have. He would not of let this escalate to his family having to wake up to this. The staff were completely out of line and we deserve an apology for being treated unfairly.
  

  

  Business response

  07/20/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* *********
  
  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 by JD Power 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 and that we acted only within our unique and legal rights as a hotel operator. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  ***** ***** ********* *******

  Customer response

  07/25/2022

  Complaint: ********
  
  I am rejecting this response because: There has been NO evidence shown that their accusations of what we did led this to escalate to them acting in this manner. I want evidence as to what my husband did as to WHY they called the Police Department, and had them barge into our room where my family of 5 were all sleeping. My children are traumatized by their actions. If they would just check their cameras, they could simply see that they are COMPLETELY wrong in their accusations.

  Attached is my proof that my husband was not in this woman's face. The Police Department report. And I also re-attached the picture of one of their "trustworthy" employees giving away food to a friend. 

  I appreciate BBB assistance in this matter. 

  
  Sincerely,
  
  ******* *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩