ComplaintsforDrury Hotels Company, LLC

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 23, 2022- Paid around 550.00 to stay at this hotel. Left 2nd night by being kicked out with cops breaking into our room with 2 children in there shining flashlights in my childrens faces at 3 am. We were harrassed and stalked the entire 36 hours we were there and my children having the workers (******) saying inappropriate things to them and following them around. DISGUSTING!!!! Staff making up lies that chemicals were put on the popcorn by children-sure there is no police report because it wasn't true. Targeted us from the moment we walked in and just rode adults and children the whole time. I have been traveling for 30 years and have never seen anything like this!!!! I felt as if I was in the twilight zone. I hope someone looks into this. Something sketchy is going on in this place!

  

  Business response

  06/30/2022

  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”).  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 our hotel, but it appears we followed our hotel policies regarding quiet hours and disruptive behavior. 
  
  Ms. ****** states in her complaint that she and her group received poor treatment from the Hotel.  Ms. ****** states the Hotel’s team members targeted her group with claims that the group’s children were unattended and both the children and adults in the group were disruptive. Specifically, she states that the Hotel accused the children in her group of spraying chemicals on the popcorn in the lobby. She further states her family was kicked out by police officers during early morning hours. 
  
  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 it appears that 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. The group was traveling for a baseball tournament.  Drury has specific policies regarding unattended children and quiet hours.  Children are not permitted to be unattended in the Hotel at any time while in our public spaces – this is not only for the safety and welfare of the children, but also to discourage disruptive behavior.  And, 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.
  
  During the group’s stay at the Hotel, there were several complaints from other guests staying at the Hotel regarding Ms. ******’s group’s unattended children playing in the hallways and knocking on other guest’s hotel room doors.  Guests also complained that the popcorn available for all guests in the lobby had a chemical taste.  And other guests reported that children in Ms. ******’s group were spraying a silver cannister near the popcorn.  When the Hotel investigated this, the silver cannister of cleaning solution was removed from the cabinet underneath the popcorn machine, and was sitting in the open. 
  
  When Ms. ******’s group was approached by the Hotel regarding the disruptive behavior of the children, members of the group suggested that it was not just their children, but could be other children staying at the Hotel. The Hotel informed Ms. ******’s group that they were reminding all adults with children staying with them of this policy.
  
  The Hotel also 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 the Hotel. The Hotel even offered to open the meeting space so Ms. ******’s group could continue to socialize.  However, this group refused to vacate the parking lot and 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, the police asked a few members of the group, including Ms. ******, to vacate the property.  The police officers received another call and needed to leave, but informed the Hotel that if the guests did not vacate the property, to call them to return.
  
  Around 1:00 A.M., the Hotel again contacted the police officers to assist the Hotel in removing the guests who refused to vacate the Hotel. The guests refused to open their Hotel room 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 the guest to come to the door. The guests left the Hotel.
  
  It is unfortunate that the Ms. ******’s group’s behavior escalated to such an extent that guests needed to be removed from the Hotel.  However, when guests fail to follow Hotel policies, the Hotel has every right to ask the guests to leave the 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 Ms. ******. 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stay at hotel June 23-25, 2022. In the 12 years of traveling with team sports have I ever experienced a hotel like this one. Have previously stayed with Drury Inn and Suites but NOT at this location of the complaint being filed. As soon as checking in we were advised that children were not to be unattended. Ok, not an issue. However, employees hounded us parents the entire stay....we stayed out on patio the entire evening and every hour they made rounds checking on us...in the lobby where we could see in from outside was a popcorn machine. Kids (mainly 13 years of age) were not allowed to enter the lobby to get popcorn without a parent walking them in. Soo....if they were "caught" unattended they told us our "babies" were walking around without parent. Then the lies start.... us parents were told that our kids were spraying chemicals on the popcorn. What??? Our kids were walking around with sticks (what sticks?). PLEASE PLEASE READ REVIEWS to see the common theme here!!.....they kept saying complaints were being made from other customers. I guarantee if you watched hotel footage ... nothing wrong was being done. Some parents were asked to return to rooms, they did while spouses and kids were already up there sleeping. A hour and half later, hotel called the cops and reported that there were people asked to "leave and never did". The cops actually broke into the hotel rooms with flashlights and asked FAMILIES with children to leave at 2 am in morning....forcing them to pack and look for another hotel at that hour when we had to play games in a few hours. For what?!! Sitting around outside and playing cornhole...there was NO noise violation and no disruptive behavior....so disgraceful!! Going back to read reviews from past stays...the stories all align. Rudeness and lies are the common denominator. Drury Inn Corporate needs to desperately look into this management as its hurting their reputation. Never felt so unwelcomed and on edge in a hotel!!

  

  Business response

  06/30/2022

  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”).  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 our hotel, but it appears we followed our hotel policies regarding quiet hours and disruptive behavior. 
  
  Ms. ****** states in her complaint that she and her group received poor treatment from the Hotel.  Ms. ****** states the Hotel’s team members targeted her group with claims that the group’s children were unattended and both the children and adults in the group were disruptive. Specifically, she states that the Hotel accused the children in her group of spraying chemicals on the popcorn in the lobby, as well as carrying sticks.  She further states a other members of her group were kicked out by police officers during early morning hours.  
  
  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 it appears that 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. The group was traveling for a baseball tournament.  Drury has specific policies regarding unattended children and quiet hours.  Children are not permitted to be unattended in the Hotel at any time while in our public spaces – this is not only for the safety and welfare of the children, but also to discourage disruptive behavior.  And, 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.
  
  During the group’s stay at the Hotel, there were several complaints from other guests staying at the Hotel regarding Ms. ******’s group’s unattended children playing in the hallways and knocking on other guest’s hotel room doors.  Guests also complained that the popcorn available for all guests in the lobby had a chemical taste.  And other guests reported that children in Ms. ******’s group were spraying a silver cannister near the popcorn.  When the Hotel investigated this, the silver cannister of cleaning solution was removed from the cabinet underneath the popcorn machine, and was sitting in the open. 
  
  When Ms. ******’s group was approached by the Hotel regarding the disruptive behavior of the children, members of the group suggested that it was not just their children, but could be other children staying at the Hotel. The Hotel informed Ms. ******’s group that they were reminding all adults with children staying with them of this policy.
  The Hotel also 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 the Hotel. The Hotel even offered to open the meeting space so Ms. ******’s group could continue to socialize.  However, this group refused to vacate the parking lot and 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, the police asked a few members of the group to vacate the property.  The police officers received another call and needed to leave, but informed the Hotel that if the guests did not vacate the property, to call them to return.
  
  Around 1:00 A.M., the Hotel again contacted the police officers to assist the Hotel in removing the guests who refused to vacate the Hotel. The guests refused to open their Hotel room 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 the guest to come to the door. The guests left the Hotel.
  
  It is unfortunate that the Ms. ******’s group’s behavior escalated to such an extent that guests needed to be removed from the Hotel.  However, when guests fail to follow Hotel policies, the Hotel has every right to ask the guests to leave the 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 Ms. ******.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal
  

  Customer response

  07/01/2022

  Complaint: ********
  
  I am rejecting this response because:
  The response by Drury Inn is all lies.  Unacceptable ...want to see security footage of all their claims.  This particular institution must have phobia of kids and parents.  The should simply state that they do not accept team reservations instead of hounding the parents and kids 24/7 and making up ABSURD LIES about the families actions!!   our Drury Inn stay at the location in Mason Ohio was phenomenal.  This location in New Franklin is a disgrace to the corporate image of this hotel chain.  I want to see security footage of all the claims and complaints that were made by guests and the hotel workers.  As well as the so called threatening behavior of our team parents - there is NO WAY that the claims the hotel is making against Mad Batter baseball team is accurate.  Compensation is needed for the poor treatment of hotel staff!
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Regarding my stay May 2nd-3rd 2022. I was charged, without notice, $250 after my stay at the Drury Inn Troy. I can only assume this was a discretionary charge because someone assumed I smoked/vaped in the room. This is NOT the case. I have attempted to contact Drury Inn customer service without response.

  

  Business response

  05/16/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Mr. ****** *******
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am Corporate Counsel for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites – Detroit Troy (the “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 Mr. ****** ******* is upset about his stay at the Hotel, but it appears we simply enforced Drury’s non-smoking policy. 
  
  Mr. ******* indicates in his complaint that he was wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On May 3, 2022, after Mr. ******* checked out, the Hotel’s team members reported a strong smell of marijuana coming from Mr. *******’s recently vacated room, and ashes were found in the bathroom tub. The room was removed from the Hotel’s inventory from May 3, 2022, through May 6, 2022, due to the heavy odor.  The Hotel completed additional cleaning procedures to eradicate the odor.  Drury has strict guidelines and procedures as it relates to safety and cleanliness – and smoking in our hotel rooms is simply not tolerated.  It poses not only a safety risk to all persons at our hotels, but also does not provide a clean and healthy environment for our team members and guests.  Drury policy is very clear that if a guest is found smoking and/or vaping in their hotel room, they will be charged a $250.00 cleaning fee.  Since there was evidence Mr. ******* was smoking in his hotel room, the Hotel took the appropriate action in charging him the $250.00 cleaning fee. Mr. ******* further indicates in his complaint that he reached out to Drury’s Customer Service team, but has not received a response. Our Hotel’s General Manager reached out to Mr. ******* and left him a voicemail. Mr. ******* is welcome to return our General Manger’s call to discuss this matter further, or he may reach out to our Customer Service team again if he would like.
  
  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 Mr. *******.
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***** *****
  Corporate Counsel

  Customer response

  05/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  a) I deny any possession of said product and am insulted at the accusation

  b) How do I defend myself from planted evidence because I simply refuse to admit your claim

  c) You can rest assured I will NEVER frequent a manipulative corporation such as Drury Inn in the future.  

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

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i has spending $1.100 a week in 2 rooms every week in Drury's Inn North Austin for few months, i don't will talk here about the quality of the hotel, but i will talk about i had my catalytic converter stolen of my truck stolen in the hotel parking, i spoke with all manager and don't solve my problem, now 3 weeks ago, i have my trailer broken the door and stolen all my hand tools and saws, again i spoken with the managers and nothing. we left the hotel and never come back, now on 05/07/2022 the hotel charged my account for a full week that i already paid like you can see in my bank statement, i contacted the hotel and never received any call or email from then. i need some solution of everything.

  

  Business response

  05/11/2022

  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 Inn & Suites – Austin North (the “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.
  
  Mr. ****** ******* states in his complaint that his car was vandalized on two separate occasions in the Hotel parking lot.  On the first occasion his converter was stolen, and on the second occasion his tools were stolen.  He states he spoke with the Hotel manager after both instances, but the manager was unable to resolve these matters to his satisfaction. Further, Mr. ******* states in his complaint that the Hotel charged him for a full week at the Hotel, which he had already prepaid. Mr. ******* states that he called the Hotel and has not received a response.
  
  We are sorry to hear about Mr. *******’s experiences in the Hotel’s parking lot.  However, the Hotel is not liable for damages incurred to guest vehicles in our parking lot.  The Hotel has signage posted in the parking lot informing guests that they leave their vehicle at their own risk and encouraging guests to lock all doors and to remove any valuables from their vehicles. The Hotel also provided a complimentary night during Mr. *******’s stay for this inconvenience as a gesture of good faith.
  
  Further, it appears there is some confusion surrounding Mr. *******’s payment.  Mr. ******* had an outstanding balance with the Hotel. The Hotel attempted to process Mr. *******’s payment previously, but it was declined.  When the Hotel attempted to process this payment again recently, it was successful.
  
  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 Mr. *******.
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***** ***** ********* *******

  Customer response

  05/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  you can see in my bank statement that i was charged in 04/25/22 and 05/09/2022, why you guys still said that I'm wrong if i can prove with my bank statement? 
  
  Sincerely,
  
  ****** *******

  

  Business response

  05/12/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – ****** *******
  
  Dear Sir or Madam:
  
  Over the dates of April 10, 2022, through April 15, 2022, Mr. ******* had two separate room reservations at the Hotel. While the Hotel was able to charge Mr. *******’s credit card for one room’s charges on April 24, 2022, unfortunately the Hotel was unable to clear the second room’s charges until May 7, 2022, due to Mr. *******’s card declining. It is unfortunate that Drury and Mr. ******* continue to disagree about what occurred, but it appears that there is nothing further for us to do for Mr. *******. 
  
  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.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***** ***** ********* *******

  Customer response

  05/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  no, i have only one crew working there that week, no 2 crews
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the weekend of 4/23-24/22 we was intown for a 7on7 tournament in Concord Nc.We stayed at the Drury Hotel at a group rate that total after the one night stay for 168.27. The next day I looked at my account and say I was charged an additional 230.49 from the hotel for the stay. I called in spoke to a lady named Keisha who said she saw the error but she couldn’t do anything about it but call back so I called the next day and spoke to ********* and she couldn’t see the additional 230 charge ( it magically disappeared) I told her Iam looking at my statement and would be happy to fax it to her, she said it was nothing she can do at this point this is embezzlement to me I have documentation confirming what happened and willing to show,all I want is my money that they took and they want have to worry bout me every staying at their hotels again so if you can help get my money back without me taking further action it would be appreciated

  

  Business response

  05/06/2022

  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 Inn & Suites – Charlotte Northlake (the “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.
  
  Ms. ******** ******* states in her complaint that the Hotel improperly charged her card during her April 23, 2022 stay.  Ms. ******* states in addition to her hotel room charge of $168.27, there was an additional charge of $230.49.  Ms. ******* states that she called the Hotel, and that the Hotel acknowledged the error, but was unable to do anything about it.  The next day, Ms. ******* states she again contacted the Hotel, but the Hotel was now claiming that they could not see the additional charge.  Ms. ******* requested a refund for this additional charge.
  
   There was a clerical error and Ms. *******’s Hotel folio was inadvertently linked to another guest folio at the Hotel.  The Hotel’s General Manager called Ms. *******’s bank and was able to reverse this charge. In an effort of good faith, the Hotel has also refunded $168.27 for Ms. *******’s Hotel stay.
  
  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

  05/09/2022

  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

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called to book jacuzzi suite to celebrate my engagement. The person who booked for me looked through each weekend until one was available. She booked it for me on 1/5/22 for 1/21 thru 1/23. My fiancé went and paid in full last week. I just got a call from ***** there (who is extremely rude and inconsiderate) saying they have no jacuzzi rooms available for my dates. He kept saying it was due to a fire they had about 2 months ago which caused the rooms to be destroyed. Well the hotel booked my room after the fire and then took my payment last week. I have had this happen to me before. Someone paid the front desk extra and I was called and my room got canceled due to me not being the “highest bidder”. This is so unprofessional but I know this is happening. ***** needs to be fired. If his story is true, I Should have never been able to book or pay for the room. I even went inside to make sure the jacuzzi worked in the room before booking. All of these questions were answered prior to me booking. Yes the jacuzzi works, I was told. All is well, I was told. This is why I believe ***** is selling the jacuzzi rooms to the highest bidder. Please call me asap.

  

  Business response

  01/20/2022

  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 (“Drury”).  Drury manages the Drury Inn & Suites – Baton Rouge, in Baton Rouge, LA (the “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. 
  
  We are sorry that Ms. ******* ******* is upset about her interaction with Hotel, but it appears there was merely miscommunication as it relates to the availability of certain rooms after a recent fire at the Hotel.  
  
  Ms. ******* states in her complaint she booked a Jacuzzi suite at the Hotel to celebrate her engagement.  At the time she booked the Hotel, she states she was told that a Jacuzzi suite was available over her requested dates.  Soon thereafter, Ms. ******* received a call from the Hotel stating that the Jacuzzi suite was no longer available due to the recent fire the Hotel experienced.  Ms. ******* claims that the Hotel was selling the Jacuzzi suite to the highest bidder and requested a call.
  
  In mid-December the Hotel did experience a fire, where a guest inadvertently left a candle burning in their room.  This caused extensive water damage from the sprinklers.  We are happy to report that no one was injured and that repairs are well underway.  Unfortunately, throughout the clean-up and repairs, we have experienced challenges with availability of rooms.  We do not have any Jacuzzi suites at this time available for use at the Hotel due to the incident.  We are very sorry that we were unable to accommodate Ms. *******’s specific request for a Jacuzzi suite and provided her a full refund for her stay.
  
  As a gesture of good faith, we are providing two Free Night Certificates to Ms. *******, which will permit her to stay for free for two nights at any of our Drury-branded hotels.  We are looking forward to hosting Ms. ******* during her future stays, and want to wish her a warm congratulations on her recent engagement.
  
  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

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked into the Drury hotel on January 1 of 2020. Due to unforeseen circumstances and Covid I have been forced to live in this hotel for almost just over a year. I have been constantly told that this is not a normal situation for this hotel to have someone staying long-term and I have been made to feel very uncomfortable since day one. When I checked into the hotel the first room was great and there were two beds and a living area. I was taking care of my mother who was recovering from chemo and radiation from stage 4 breast cancer. She is 84 years old so I wanted to stay in a hotel and keep her away from my family because they were not adhering to the Covid mandates of quarantine. Since I have been staying in the hotel I have been treated very poorly by the general manager Doug, Doug has been beyond offensive to me on numerous occasions I was also sworn at in the parking lot with my mother on Christmas Eve 2021 by ***** their front desk employee and nothing was done I complained to corporate and I complained to the management here at the location. This was unwarranted and unforeseen. I did have a disagreement with this woman as she took full advantage of my kindness. Then I had another issue with another one of their front desk employees always asking me to feed her because they did not allow her a break so she was always complaining about being hungry. One day I had $100 gift card for Olive Garden that I offered to order her a meal she decided to offer my kindness to another coworker that I had not even met before . Without my knowledge I had no idea when I brought one meal down this coworker I’ve never met asked me in a very rude tone where is mine. It upset me immensely and also embarrassed me and showed a huge amount of unprofessionalism once again and I no longer felt safe at the hotel. The forced me To change rooms with a new puppy and now instead of one room being damaged there are two. I did not want to change rooms so I want pet fees back.

  

  Business response

  01/17/2022

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. Amy *****
  
  Dear Sir or Madam:
  
  My name is ***** ***** and I am Corporate Counsel for Drury Hotels Company (“Drury”).  Drury manages the Drury Inn & Suites – Charlotte Arrowood, in Charlotte, North Carolina (the “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.  We pride ourselves in the safety measures we take in operating our hotels.
  
  Ms. *** ***** states in her complaint that she received poor treatment from the Hotel, in particular the Hotel’s General Manager.  Ms. ***** states the Hotel’s front desk team member swore at her in the Hotel parking lot.  She further states another front desk team member took advantage of Ms. *****’s kindness by improperly sharing a meal that Ms. ***** provided with one Hotel team member to another team member.  Finally, Ms. ***** states that she was forced to change rooms with her new puppy – causing her to damage two rooms instead of one.
  
  Drury is proud of its inclusive culture and core values, which includes providing a travel experience that is free of all forms of unprofessionalism.  To be clear, Drury’s success depends in a large part on providing service that makes all guests feel welcome.  We are sorry that Ms. *** ***** is upset about her stay at the Hotel, but it appears that we disagree with Ms. *****’s interpretation of the facts surrounding her stay at the Hotel.  
  
  As Ms. ***** states in her complaint, she was a guest at the Hotel for just over a year.  During that time, Ms. ***** made several complaints to the Hotel, including the aforementioned.  Our Hotel team has made every effort to make Ms. ***** feel welcome throughout her stay, and we are saddened to learn that her stay was less than optimal.  After Ms. ***** complained to the Hotel about the alleged incident in the parking lot, the Hotel reviewed camera footage, as Ms. ***** requested, and did not see the front desk team member interact with Ms. *****.  It is apparent from the footage that the team member merely drove past Ms. *****. 
  
  Further, Ms. ***** requested to change rooms.  The first room Ms. ***** occupied was damaged by her dog.  The room is still currently unavailable for guest use because of the extent of the damages.  After her dog unfortunately passed away in the room, Ms. ***** requested to be moved to another room, which the Hotel accommodated.  Soon thereafter, Ms. ***** brought a new dog to the Hotel.  The new dog damaged the carpet and furniture in this room as well.  This room is also currently unavailable for guest use due to the extent of damages.  Throughout Ms. *****’s stay, she was only charged $10.00/day for a pet fee, instead of the Hotel’s standard rate which is $40.00/day.  The $10.00/day Ms. ***** was paying the Hotel is not going to cover the total damages incurred to both rooms.  Therefore, we are unable to provide a refund to Ms. ***** for these fees as she requests.
  
  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

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last night I went to book a stay at the Drury Inn in Cape Girardeau. When I googled Cape Girardeau a website which I thought was the drury inn showed up first and I booked through them not knowing it was a 3rd party site and non refundable. I realized that I booked at the wrong hotel and needed to book at the Drury Plaza so I cancelled and now am out $460. I called to see if I can transfer the funds that I paid to my reservation at the Drury Plaza but they said there is nothing I can do except fill out a form, but no guaranteed that anything can help. I cannot get a hold of this site that I booked through as the number they provided is not working. I am just disappointed that this happened and because I needed to cancel to book at another Drury hotel within 1 hour of making my reservation, I am now out almost $500. I hope there can be some sort of resolution.

  

  Business response

  01/12/2022

  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 (“Drury”).  Drury manages the Drury Inn & Suites – Cape Girardeau, in Cape Girardeau, MO (the “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.    
  
  We are sorry that ****** ****** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drury’s relationship with its online, third-party providers.  
  
  Ms. ****** states in her complaint that she thought she was making a reservation through Drury, when she was in fact making it through an online, third-party at a non-refundable rate.  After making the reservation, she realized that she did not make a reservation at the Hotel as she intended, but instead booked at another Drury hotel.  When she cancelled the reservation through the third-party site, she was not provided a refund.  She tried to request a refund through the third-party site but has been unsuccessful.   
  
  We see that Ms. ****** rebooked her stay at the Hotel – where she initially intended to stay.  In an effort to assist, we cancelled Ms. ******’s reservation at the alternative Drury hotel and directly requested a refund from the third-party site, Priceline Agoda, where Ms. ****** booked her initial reservation.  Please note that it can take up to 10-15 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 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

*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. ↩