Quality Inn and Suites
Added on October 8, 2016, by Reviewer1911536
ComplaintQuality Inn Hotel, Durham is charging a rate that I never agreed to.To Better Business Bureau Durham/RaleighRE: Quality Inn Dispute Account ending in ****3710 Hillsborough RdDurham, NC 27705I just received a phone call today that the Quality Inn and Suites did not accept my written letter and documentation of the June 30, 2015 email to credit back the amount of $257.36 which is owed to me. I have paid the hotel based on the internet market nightly rate of $134 per night for May 12 through 16th, 2016, but they charged my card based on a June 30th 2015 rate of $176 per night.The information passed on to me is that my new documentation was not accepted by Quality Inn because I had agreed to the rate on June 30, 2015. This is not true. I had not accepted the rate of $176 per night. If you look at the email dated June 30, 2015, you can see the rate is only available if you pay the balance in full immediately.I did not give them my credit card number and pay the balance in full at that time. The email clearly states that the deposit is "DUE IMMEDIATELY".The email requires a credit card and prepayment to confirm my reservation. Without this action by me, I have no reservation and have not agreed to any rate. My understanding of contract law is that for a contract to be binding, the customer must agreeto the Hotel terms and take the Hotel's required actions ( offer credit card and make payment immediately).I did not do this, therefore there is no agreement to that rate.Sincerely, ***********NOTE: Quality Inn purchased ***********Copy of email below********************************************************************* Durham, NC 27705-2906 US Phone: 1-919-382-3388 Fax: 1-919-382-9298 E-mail June 30, 2015 Your confirmation number is*********. Name: ***********Confirmation Number:********* Reservation: 2 Double Beds Room No smoking;2 Double Bed Non-Smoking Room with free continental breakfast, free Wi-Fi, flat and refrigerator; Maximum occupancy: 4 people Stay: 1 Room(s), 4 Night(s)Occupancy: 2 Adult(s), 0 Children 0-17Check in: Thursday, 05/12/2016 After 3:00 PMCheck Out: Monday, 05/16/2016 Before 12:00 PMPAY NOW AND SAVE Tax Total for Stay*15% Off 207.49 USD 176.37 USD 95.23 USD 800.70 USD Cancellation Policy: THIS RESERVATION IS NOT CANCELLABLE.Payment Method: We require a valid credit card to confirm your reservation and guarantee your room. Any required deposit or pre-payment will be charged to this card immediately. Deposit Required: DEPOSIT DATE IS PAST; DEPOSIT AMOUNT 705.47 USD PER ROOM PLUS TAXES IS DUE IMMEDIATELY Payment Method: We require a valid credit card to confirm your reservation and guarantee your room. Any required deposit or pre-payment will be charged to this card immediately. ***********************************************At check in, the manager asked for my card, and misled me in saying that the card is needed to cover any incidental charges. But that same day 5/12/16, he charged my card for the full $800 of the old not agreed to amount at $176 per night.To have to continue to have discussion of the fair charge of the hotel room, and for it to last for more than a few days, I believe, is a lack of responsiveness and poor customer service. Over the 10 days prior to our visit and over the period of our visit, I repeatedly tried to contact the manager about the rate. I worked to make it clear that the current market rate quoted on the internet average rate of $134 per night would be fairer. It was difficult to reach the manager and he chose not to train any of his support staff to assist me with the continued discussion on the rate that I should be charged.In addition to the rate issues the room had moldy, bad smelling air,a dirty rug that needed deep cleaning, and mold on the window . The windows didn't open and we couldn't get fresh air. The bathroom fan didn't have the power to remove steam from showers. The air conditioner did not have power to remove humidity so I believe that sleeping there was not healthy. Desired SettlementCalculations on what I owe the HotelA reservation was never completed, (I actually had not prepaid) but my email of May 4th indicates that if the reservation was made at that time on the internet, a room with 2 double beds was $134 per night for 4 nights or $536.But we stayed in a King Room, which I believe was $10 less per night for 4 nights or $40 less.So, I calculated $536 less $40 so King Room rate of $496. Our taxes here are at .0914 so I added $45.34 for taxes.So, without a discount for the misleading quality room(see details below), I calculated that I really owed:$496 +$45.34 for a total of $543.34.The charge on my card was for $800.70.I paid the $543.34 and determined the disputed amount at $257.36.Business Response Customer was sent electronic confirmations when reservations were originally done. Also the amount charged was exactly the amount agreed to. We had sent all documentations twice with the customers signature agreeing to the rate when they checked in. All our records indicate the original reservation and price was honored by the Quality Inn. Consumer Response The response information above is totally FALSE. The reservation and rate was NOT confirmed in any way. As you can see in the bottom portion of the 6/30/15 email from Baymont/Quality Inn sent in the attached documents, it clearly states that the room and prepaid rate of $176 per night will be confirmed after I give them my credit card number and full payment is made. This full prepayment was due IMMEDIATELY. The email clearly states, to confirm the rate and guarantee the room, I MUST PREPAY. I did not give them my card and I did not prepay therefore there is no agreement on the rate and terms.In May 2016,more than 10 months later from the initial internet review of the hotel rates (6/30/15), for my stay of May 12-16, 2016, I saw the hotel rates for my stay to be $134 per night. The hotel charged my card on 5/12/16 without my knowledge or agreement based on an unaccepted unconfirmed rate of $176 from 6/30/15. The manager misled me when asking for my credit card at check in. He said the card would only be used for incidentals during my stay. The same day I checked in on 5/12/16, he charged my card for 4 days at the old 5/30/15 rate of $176 per night.The total charged was $800. This $800 charge is extremely misleading to me and my husband compared to a charge for incidentals (we had no charges for incidentals). I did not figure out that he charged my card on 5/12/16 for the full $800 until after I arrived home. The manager also talked us into moving to a lower cost king room which he said would save us money from the 2 double bed room which we were looking at. He said the hotel was very full that night and if we moved to this lower cost king room, it would save us money and help him out. He said he could more easily fill the double bed room than a king room. Based on the internet, the reduced cost was only about $10 a night or about $40. But we agreed to his request mostly to help him out as he described that he was a new manager and just starting to build communications with others that he worked with.On 5/12/16 at check in, he also said moving from the double bed room to the king bed room would help with his case to the accounting department and his superiors of getting the $134 double bed rate which now would be a $124 king bed rate for us if we took the lower cost king room. He told me he would continue to work to get me the $124 rate -which was based on the current internet market rate on their website. I checked in almost every day on the status of his work to get us the $124 rate but was always told he was unavailable. Other hotel staff were not aware of the full situation.None of this addresses the very poor quality of the room. When I looked at the hotel on line in 6/30/15, it had 3 stars. The condition of the hotel, when we stayed there, was barely 1 star. The room had mold on the window, unhealthy smelly air, an old dirty carpet, a bathroom fan that didn't have the power to get shower steam from the room and an old air conditioner that could not get the humidity out of the stagnant air.In driving up to the hotel, the first thing I noticed is that many of the rooms appeared to have a foggy type/ mold haze on the windows.I am also in the process with working with my visa card company to get the credit of $257 back to my card. But, this process has been very slow.This rate dispute has been going on for more than 2 months now and the company has chosen to not cooperate in any way. Quality Inn is choosing to draw this out as they now have the full $800 payment and there is no incentive for them to provide the $257 credit. The manager told us that he would work for us to get this credit. Consequently, the manager of this hotel has chosen to waste the time of many people in a needless dispute with no basis.A very simple and time efficient way to have solved this dispute in early May, would have been for the hotel to recognize that I had not prepaidat the $176 rate. Therefore, I had no reservation. I could simply work with reservations to get a room at the then current rate of $134. It is clear to me that the manager knew I did not prepay for the room and continued to mislead me and my husband on.Consider looking at their site right nowhttp://www.duke85.com/ Quality Inn, DurhamThe rate for a king room is $69 per night and adouble bed room is $79 per night.Please note that the pictures are old and that the hotel, when my husband and I stayed there, looked much more worn.