Quality Inn & Suites

From: [redacted] Sent: Thursday, June 29, 1:PM Subject: Reference ID [redacted] Attached is my Response along with Guest Folio showing refund on my part but the guest will still need to call Priceline to have his card refundedResponse: To whom it may concern,I am the General Manager of Quality Inn & Suites I received the letter sent to me ID of [redacted] I wantthe guest in question to know we take all complaints seriously and I do apologize that he felt the staffdidn't do anything to help the situationWhen we have of complaints of dogs barking we usually call theguest to have them come get their animal when we don't receive any response the staff is supposed totake the next step to remedy the problemAs for having no pool towels for them and the AC issues Ihave talked this over with my staff who was on at the time and it will not be happening againI wouldlike to refund the guest his full stay but he booked through a third party and in order to have his stayrefunded he would need to reach out to them at [redacted] with Reservation number [redacted] Ihave tried to call the Third Party to have it refunded but since it is the guest card they need to cal l them.The Third Party will call me to confirm that we will issue a refund to their Merchant Card after they getthe permission then they will issue the refundAgain I do apologize for his stay and the issues heencountered and us not doing anything to remedy any of itSincerely [redacted] General ManagerQuality Inn & SuitesFillmore Street NorthTwin Falls, ID 83301***@safarihospitality.com 208-734-Phone208-735-Fax***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

HI THERE, WE HAVE ALL READY GIVE A ANSWER ABOUT THIS LETTER [redacted] HAD A BOOK SMOKING ROOM FROM OTHER OTA WHICH WAS SMOKINGAND THAT DAY WE WERE SOLD OUT AND WE DID'T HAVE ANY ROOM SO WE ARE NOT RESPONSIBLE FOR ANYTINGTHANKS MIT D [redacted] GM

Very upset! Groomer who cut my dogs hair, cut his little leg and didn't say a thing to us when we pick him up should have knowen something was off about this dog groomer not going to give name but very unkempt looking and going on about the border crosser when I was there ’ there was another upset customer thereWon't go there again

Guest was charged correctly as quoted with room and tax for Oct and 8, 2016, and was given a receipt of their stayGuest paid by debit card, gift card and cashA receipt was provided that shows the room and tax charges and payment

We fully refunded all monies even though they stayed one nightWe offered to move the guest, which was not acceptable to Ms ***In additon they had over guest in a room that was reserved for 5, which was the max for the room, they were drunk and disorderlyWe had to call [redacted] to have them removed from the property due to the disorderly conduct and them running up and down the halls banging on guest room doors and waking other guests upI had to refund other rooms for the inconvenience of their party waking them up at 11pm.We inspected the room and found nothing as a precaution we placed the room Out of OrderThe next day upon further inspection we found one bug and at that point we had already called our exterminator, ***When the health inspector arrived we inspected the room and surrounding rooms, we found dead and baby bugsWhich he even told me could have been brought in by the [redacted] partyIn addition the alligations I hung up on the staff is an outright lieI was in Flagstaff on Saturday with my family driving thru the mountains and lost serviceMy staff knows they can call me anytime day or night for any reason and I will answer the phone.As to the statement of knowingly placing someone in an infested room that is a lie as the previous guest had no issuesAnd we shut down the room as soon as it was reported We offered appologies to Ms [redacted] and gave a full refund[redacted] General ManagerQuality Inn & Suites

Thank you for your help in this matter I know that you have contacted the business and are awaiting an answer backAs I sifted through papers here at my end, I noticed that the cheque that he said he sent to us in May of was not mailed to my Canadian address as it was supposed to have been I emailed him my Canadian address and also called him twice to confirm the address when I had not received the cheque As I look now on the invoice from the hotel, the cheque was addressed incorrectly I did not notice this before He sent it to [redacted] , [redacted] ***, Pasadena, California [redacted] instead of: [redacted] ***Kemptville, Ontario [redacted] ***Canada I'm assuming the cheque must have been returned to him as there was probably no such address in CaliforniaOur American address is: [redacted] Sarasota, Florida***USA This is additional information on this case [redacted]

I stayed at this hotel on 4/29/for a few hours and found bed bugsI called the front desk and they gave me a new room in a different part of the hotelAfter entering the new room and checking the blankets I found a dead bed bugThe front desk was surprised by my findings, but I took a picture of the bugI had to find a new hotel that same nightMy family and I left the hotel with a few bites and I had to throw away the clothing I had brought with meI made a complain to the front desk and they claimed to had made a note for the managerI have yet to see a refund on my card or a call from the manager

Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] The hotel chain claims a typo was made in regards to my emailI find that hard to believe considering you have to enter the email twice to confirm its correctsAs a third party reservation they acknowledge the charge should have been made within 24-hours of bookingIf the card did not clear the charge they should have called to inform meWhen they billed the reservation was made and there were no funds, why wouldn't they call yo ask about the failed chargeThey didn't because no charge was made until 10/21/15, well beyond the 24-hours of bookingThe hotel and their 3rd party booking agent, clearly made no effort to contact me for anythingOn 10/21/the charge cleared my bank with no problems even though it pushed me beyond my limitSo had the billed when the reservation was made it would have cleared then slso as the account had a zero balanceNeither the hotel or choice hotels offer any proof that a incorrect email was usedAt some point they must make a effort to verify informationIf the card did not clear, why didn't they call to request a new cardDid they assume they would just keep billing until the charge went throughAs a result of no contact by either the hotel or choice hotel I assumed the reservation did not go throughNot wanting to be left without a room I booked a room directly through a quality inn hotelAs I did not have much faith with choice hotels as a booking agentQuality inn claims they cannot make a refund as this was a 3rd party booking, and choice hotels refers all questions to the hotelIf as the quality inn claims that choice hotels was responsible for the reservation charge, then it's clear choice hotels made the mistakes that has brought us to this pointThe bottom line is no attempt was made to contact me by anybody to confirm the status of my card no having fundsSince they both failed to make any attempts to get payed within hours this reservation was voided [redacted] ***

Dear Revdex.com, 10/24/ I have received complaint ID [redacted] The customer is indicating that his concern is over how thepoints system that Choice Hotels International offers and the service issues they have experienced whencalling the Choice Hotels International Choice Privileges centerThe advertising, awarding, executionand guest service to this program are not a local level program, as each hotel is independently ownedand operatedThe program is offered to guests from a Franchisor level by Choice Hotels Internationaland all guest resolution for the guest is handled at their levelThis is not anything that is in the control ofthe hotel nor has the complaint reflected any negative service or lack of service at the hotel The correct contact for this complaint would be: Choice Hotels Loyalty OperationsChoice Hotels CircleRockville, MD 20850Choice Privileges [redacted] Thank you for your assistance with this matter and certainly feel free to contact me with any furtherquestions or if I can help you at all Jason F*General Manager

From: [redacted] Sent: Sunday, September 10, 6:AM Subject: Re: You have a new message from the Revdex.comHi I spoke with choices hotel head office, and they are refunding my money, even though the hotel itself wouldn't honor their promise the head office did, so there is no need to proceed with the complaintthanks

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] --- Thanks for all your helpEverything eventually planned outHowever, I never received a follcall from Quality Inn explaining anythingThis is the first time hearing that they over charged me for one nights stayAnyway, Thanks again!

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I was credited back 15% with no contact from business Owner has never bothered to contact me in regards to this issue I have been in contact with choice hotels international in regards to this issue I have no other means to move the night we checked in in or we would have moved to a different hotel Front desk work refused to refund my money within one hour of being there Was told by front desk clerk that I would have to stay the night and speak to manager/owner the next morning The next morning the manager/owner never bothered to come in to the hotel Left three messages all on returned But owner/manager thinks that crediting 15% is good enough for "Cheap Americas".[Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

From: [redacted] < [redacted] @ [redacted] .com>Date: Mon, Jun 6, at 10:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com This is the first email or contact I have received from the Revdex.com on this complaint

Revdex.com: The response from the business is correct in saying that I did not complain the first night, which I referenced in my complaintI accept their response, however it still disturbs me that they are allowed to do business with a dirty hotelI suppose this is not for you or me to decideThank you for your assistance Regards, [redacted]

Good Afternoon,The Quality Inn investigated the complaint and found that the customer will not be refunded due to the following reasons: Elise Bright had checked in at 2:30pm then came down to the front desk to say she was not happy with her roomWe offered to move her to a room that was more to her liking, and she refusedShe then issisted for a full full refund stating that she wanted to share a room with her friend at another hotelOur front desk agent went to the room and saw that the room was used

Complaint: [redacted] I am rejecting this response because: rates currently advertised on the hotel's website are $85/nightI paid $(including tax) for nightYes, I understand the business can charge whatever they like The night I booked the room it was late in the evening and in an emergency situation and other hotels were full I am not satisfied with the result but I don't wish to pursue the matter any further

The consumer filled the report to police department and Choice Hotels consumer relationship alreadyWhen the front desk handed the money back to the consumer, he was aware of the moneyHe did not take his money backWe apologized to him but the money transition was done alreadyThere is nothing we could do because it is words to against our front desk agent Thank you [redacted] ***

From: David H [redacted] < [redacted] @ecapitol.com>Date: Wed, Jan 18, at 5:PMSubject: Your Customer's Consumer Complaint # [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: [redacted] *** Good Afternoon [redacted] , *** ***’s concerns with hes vehicle began on 11/8/Due to the misunderstanding over the repair/quote to perform any work his credit card was credited back the entire amount of the parts and labor to provide a new door handleThanks for your follow up and concernPlease let me know if you have any questionsDavid H [redacted] Customer Relations ManagerCapitol Cadillac/ Buick/ GMCCapitol DriveGreenbelt, Maryland [redacted]

Dear [redacted] , Thank you for taking the time to bring your concerns regarding your December expereince at our property to our attentionWe value your patronage and certainly want to know if you are dissatisified in any way Please accept our sincere apologies for any inconveniences during your stayWe strive for perfection in our hotel rooms and service, and the comfort of our guests is a top priority I would like to assure you that the concerns you've raised have been addressed and the appropriate action has been takenunfortunately, service was rendered and there will be no adjustment made regarding your past stayAs we notified you of checking out of the property and full refund when issues arrived, but you stayed the full length of stay.in Again, I want to thank you for taking the time to share your concerns with us We look forward to serving your future loding needs Sincerly, [redacted] - [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.I made multiple attempts to tell the property manager that there must have been an error made when recording the room number of the room with missing items, because we did not steal any items from the property In all of my attempts to explain this to the property manager and ask that they review the charge, they took my phone number and said they would look into the charges and call me back They have not called me back any of the times I gave them my number I also did not tell the front desk person that the manager said it was ok to refund the money back to me That is a claim made by the property manager in this caseWhen we checked into the hotel, I was the 3rd person in line The first person had returned to the front desk because the front desk person had assigned them a room which was already occupied by other guests The second person had returned to the front desk because the front desk person had assigned them a room that smelled like smoke, and stated that they asked for a non-smoking room Both of these instances show that the property does not have good organization/record keeping policies in place I am another victim of this un-organized/miss-recorded information, and firmly attest that there is a mistake in the room number for the missing information, and that the $charge as been assigned to the wrong guestI am requesting a full refund of the $ Regards, [redacted] ***