An Anchorage motel is in trouble with the Better Business Bureau, which says eight guests have complained about the Travel Inn near the intersection of Gambell Street and 7th Avenue. While that may not seem like a lot of complaints, the BBB says it stands out in comparison to other firms.
“There's literally thousands of businesses that handle millions of transactions a month and never receive any complaints," said BBB Public Relations Manager Adam Harkness. "So for one business to receive eight complaints, like the Travel Inn, six of which that it has refused to address, that's a huge deal -- and that's enough to make me (and) the BBB sit up and take notice."
Bert Fawcett is one of the guests who had an unresolved complaint with the inn.
“My wife tried contacting them about getting the money back along with our bank, but they just didn't want to cooperate," Fawcett said.
Fawcett said he paid $850 plus a $100 deposit for a one-month stay, but checked out after one week.
“I didn't expect the bed bugs, or the stabbing next door, or our other neighbor being ripped off by maintenance," said Fawcett.
Keesan Cho, the general manager of the Travel Inn said he was shocked to hear allegations of bed bugs and believes his rooms are clean.
Anchorage police say that in the past two years, they've responded to 466 calls at the Travel Inn's address. While some calls were related to traffic stops, others involved disturbances. A total of 112 police reports have also been filed from the address.
Cho said the overall policy of the motel is not to offer refunds, which should be apparent to every customer at check-in with a visible sign he has posted at the counter.
The BBB said motels should always work with their customers when possible since they rely on their business.
Cho said he thinks his policy is fair and he has worked with some customers to offer partial refunds, but refunds are not available when guests become disorderly and are asked to leave the motel before their stay is complete.
Contact Mallory Peebles