Country Inn & Suites by Radisson, Wilson, NC — Hotel in Wilson

Long post alert but I gotta get this off my chest||||Horrible hotel experience through choice hotels!! Specifically Country Inn and Suites in Wilson NC. I will never stay with them again nor will I refer anyone to stay there. All my graham family do not book there for the family reunion next year. Their hotel general manager Jennifer whose last name is none of my business (her words not mine) and her son Keith who works there as well both treated me and my family like trash. I contacted choice corporate to file a complaint and ask for a refund of my stay and crazy business but they cant help other than offer me 10000 points. I found out immediately why they are comfortable treating people the way they treated me and my family during our stay. There is no way to hold them accountable for the mistreatment of their guest because they are individually owned hotels. If you have an issue at a choice hotel you can work it out with the hotel management or choice corporate will give you points so you can book another horrible stay. So basically I always keep my credit and debit card locked because if you’ve ever experienced fraud before you understand. Anywho I paid for my hotel stay at checkin to include room fee 396 and pet fee 90. The next morning and without my knowledge just the room fee was credited back to my credit card. Instead of them calling me to notify me of this they attempted to recharge my card almost 20 times. Which caused navy federal to freeze my account thinking it was fraud. Thank you Navy Federal!!! Anywho what was weird was they werent charging the room fee they attempted to charge several very different amounts to my card. Which were all declined. Eventually Keith called me and explained they couldnt charge for the room. I informed him that they charged me and credited the money back. I do not have a problem paying for my stay but he would not be able to charge me at that time because my card was locked and was driving on the highway when I could safely stop I would unlock my card and allow him to charge it. He said ok and hung up. He then proceeded to call me back three additional times becoming more demanding each time to the point were he threatened to throw my things out of the room if i did not make payment by 12pm mind you it was 11:45am when he made that THREAT!! He then proceeded to accuse me of never paying for my stay. I asked him how did i check in if you didnt charge me. Crickets of course! Anywho I reiterate give me some time to stop and I will call you and make the payment and do not call me back again and nobody better remove my things from that room or yall gone meet Daph when I get back there. Either Keith his mother or their system not sure which one continued to attempt to charge my card repeatedly for the next 30 mins! Navy federal wasn’t having it. So of course I get to my destination and call the hotel back to make payment and my card is now blocked. Charge wont go through so Keith is aggravated now hes saying Jennifer who i found out later is his mom was demanding payment and having him be the messenger mind you i asked to have her call me several times throughout these calls and was informed she was offsite. Now im super pissed because it’s 4th of July im out of town with my boys and my dog 2hrs from the hotel with no access to my funds. I screamed at Keith told him do not call me back again I will call him when I get back into my account and can access the funds they had frozen with their foolishness. Anywho handled it called and paid them for my stay and asked for Jennifer to contact me and heard nothing the rest of my stay from her or Keith. Fast forward second to last day of my stay my son on the couch chilling playing his game the people in the neighboring room bump the wall knock a big picture off the wall and it fell right on my sons head glass shattered everywhere all in his clothes hair everywhere. I call downstairs and the Cleaning crew comes clean it up asked for hotel manager to contact me and I heard absolutely nothing. We literally had to wait in the bedroom section while maintenance moved furniture and eveything cleaning up glass. Still to this day no contact from Jennifer no last name regarding this matter. So of course i contact corporate to be offered points which i refused in lieu of a refund for my stay after all the hassle because they said its either or. Choice sends an escalation for the manager to contact me to resolve. Never heard from her although she claims she sent an email which i never received. Today i check my account and see an additional 372.00 pending for their hotel on my credit card. So i call the hotel to see whats going and who answers the phone Jennifer!! I have never been treated so rudely this lady started off by accusing me of purposely locking my card to not pay them. Then debates me on the number of times they knowingly attempted to charge my card. Then tells me her son only contacted me twice. Then leans into her sons decision to threaten to remove my things from the hotel stating thats their process when people dont pay for their stay. Then became super rude when i asked for her last name telling me its none of my business just call her jennifer the general manager. Then cuts me off by saying what do i want her to do at this point. So i say i want you to release the hold yall have on the additional amount and i would like a refund for the horrible stay. She says she cant do any of that still never addressed the concerns of the picture cracking over my sons head and hangs up the phone after telling me to have a nice day. So i call corporate back and reported all of this and guess what they offered me this time lolll 15000 points and I still have the charge pending on my account. Icing on the cake yall!! Im a choice business account holder and use them for my business trips regularly!! Horrible service never again and theres nothing that can be done....

Long post alert but I gotta get this off my chest

Horrible hotel experience through choice hotels!! Specifically Country Inn and Suites in Wilson NC. I will never stay with them again nor will I refer anyone to stay there. Their hotel general manager Jennifer whose last name is none of my business (her words not mine) and her son Keith who works there as well both treated me and my family like trash. I found out immediately why they are comfortable treating people the way they treated me and my family during our stay. There is no way to hold them accountable for the mistreatment of their guest because they are individually owned hotels. So basically I always keep my credit and debit card locked because if you’ve ever experienced fraud before you understand. Anywho I paid for my hotel stay at checkin to include room fee 396 and pet fee 90. The next morning and without my knowledge just the room fee was credited back to my credit card. they attempted to recharge my card almost 20 times. Which my bank thought was fraud. Eventually Keith called me and explained they couldnt charge for the room. I informed him that they charged me and credited the money back. I do not have a problem paying for my stay but he would not be able to charge me at that time because my card was locked and was driving on the highway when I could safely stop I would unlock my card and allow him to charge it. He said ok and hung up. He then proceeded to call me back three additional times becoming more demanding each time to the point were he threatened to throw my things out of the room if i did not make payment by 12pm mind you it was 11:45am when he made that THREAT!! He then proceeded to accuse me of never paying for my stay. Anywho I reiterate give me some time to stop and I will call you and make the payment and do not call me back again and don’t remove my things from that room. So I get to my destination and call the hotel back to make payment and my card is now blocked. Charge wont go through so Keith is aggravated now hes saying Jennifer who i found out later is his mom was demanding payment and having him be the messenger. I handled it called and paid them for my stay and asked for Jennifer to contact me and heard nothing the rest of my stay from her or Keith. Fast forward second to last day of my stay my son on the couch chilling playing his game the people in the neighboring room bump the wall knock a big picture off the wall and it fell right on my sons head glass shattered everywhere all in his clothes hair everywhere. I call downstairs and the Cleaning crew comes clean it up asked for hotel manager to contact me and I heard absolutely nothing. We literally had to wait in the bedroom section while maintenance moved furniture and eveything cleaning up glass. Still to this day no contact from Jennifer no last name regarding this matter. So of course i contact corporate to be offered points which i refused in lieu of a refund for my stay after all the hassle because they said its either or. Choice sends an escalation for the manager to contact me to resolve. Never heard from her although she claims she sent an email which i never received. Today i check my account and see an additional 372.00 pending for their hotel on my credit card. So i call the hotel to see whats going and who answers the phone Jennifer!! I have never been treated so rudely this lady started off by accusing me of purposely locking my card to not pay them. Then debates me on the number of times they knowingly attempted to charge my card. Then tells me her son only contacted me twice. Then leans into her sons decision to threaten to remove my things from the hotel stating thats their process when people dont pay for their stay. Then became super rude when i asked for her last name telling me its none of my business just call her jennifer the general manager. Then cuts me off by saying what do i want her to do at this point. So i say i want you to release the hold yall have on the additional amount and i would like a refund for the...

On September 18th 2021, I experienced unsatisfactory treatment at this hotel.

A day prior to my arrival an accommodation for an early check-in was scheduled. I was informed check-in is normally at 3pm and doesn’t guarantee a clean room upon my arrival right away. I accepted and confirmed my reservation.

The next day I arrived at 7:50am to check-in. I was told housing keeping arrives at 9am, my room was not cleaned yet and I’d be given a call once it’s ready. I agreed and asked if I could use the Wi-fi while waiting and if there was a password. The answer was “yes and no, there isn’t a password.

I then set up my laptop and attempted to connect to the Wi-fi, but wasn’t successful. I then found out that there in fact was a required password need to connect. I returned to the desk and informed “Neveada” that there’s a password request. She then gave me the password and I repeated it to her. She said no and gave me a different password. I then made a second failed attempt to log-in. I once again returned to the front desk and asked if she could write it down for me. She said nothing and handed me a key card holder with the password stamped inside. Finally, I achieved a successful log-in.

A little over an hour passed, so I decide to check the status of my room. I was informed that the front desk was not made aware of cleaned rooms as of yet, but when they are I would be notified. I complied.

Now, after another hour passing with no notification of what was happening with my room, I have grown inpatient, exhausted, and disappointed after my 4 ½ hr overnight drive from the north (to see my best friend who has just been diagnosed with stomach cancer). I returned to the front desk to speak with Naveada. I let her know that I had been waiting for over two hours only to be told the housekeepers are cleaning the rooms.

What I could not understand was, why would I have to wait for the housekeeper to get to my room and why wasn’t it a priority if I am physically there at the property and made prior arrangements the day before. Also, why wasn’t the housekeeper notified. Naveada then tells me check-in is at 3pm, a customer may still be in my room and the housekeeper would come down before her lunch break with an update on clean rooms and she would let me know.

After it was all said and done, I became really upset and did not agree with being told to wait anymore and given the runaround. I asked to have the housekeeper, paged, “walkie talkied”, called or something. There had to be a better way of communication. Shortly after, I was check-in into a different “upgraded room that smelled like a wet dog. I did not make a complaint, I just asked the housekeepers in the hall for a deodorizing spray. (They were very nice by the way. The reason for 2 stars) I sprayed the room and got some rest.

Later during that evening, I informed a very nice gentleman at the front desk of a small puddle of water coming from the commode (no-emergency). He said he would put a maintenance request ticket in and a technician would return shortly.

A day later, maintenance never arrived. I went down and informed the front desk attendant this morning who was not very welcoming or friendly. I told her it wouldn't be necessary to have a technician to come out at this point because I would be checking out soon.

In all of my years of traveling I have never experienced a hotel stay like this before. I am an extra easy going, kind hearted, non-problematic individual. On top of what I am going through personally, this is enough to go off the deep end.

I hope you agree with me that this type of service is completely unacceptable at so many levels. It is not the kind of treatment I would have expected from a hospitality establishment.

I would like to hear about the steps that you are willing to take to prevent such incidents in the future and how I can be accommodated for my unpleasant...