Quality Inn

Initial Business Response /* (1000, 6, 2015/10/23) */
I received this complaint via mail on 10/23/15. We have no knowledge of this and believe that this was sent to the wrong hotel. We do not have a shuttle and we do not have a guest by the last name of "[redacted]" in our history. We do not have...

"two people working" in the middle of the night, either. Please verify the hotel with the customer and provide a confirmation # or correct last name that the reservation was under. Again, we believe this to have gone to the wrong hotel. We have never received any calls either from this person or from Choice Hotels International regarding this case.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because it is not from the correct hotel. I sent you an email two days ago identifying that my complaint was sent to the wrong hotel. The correct hotel address is:
[redacted] N. [redacted] St
Aurora, Colorado XXXXX
Phone: [redacted]
Manager: [redacted]
The confirmation number was: XXXXXXXXXXXX
Please re-submit my complaint to the address above. I spoke will the assist GM, [redacted], at the Hotel in Evergreen, Colorado and him I would inform you of the error. [redacted] can be reached at 303.526.2000.
Thank you once again for your assistance with my complaint.
[redacted]
[redacted]

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.

They are very unprofessional. I work in different states. I always book 3 to 4 rooms for long stays. I started my stay on 09/28/2014. Explained we would be there till November was told there wasn't a problem with that. Then after we unload 8 weeks of clothes and supplies we were told we would have to leave they were booked for this weekend 10/11/2014 and no rooms available. I ask them to help me find accommodations else where was told there were no rooms anywhere. The manager was rude and her boss was even less help. I went to another chain and booked three rooms no problem. We work all over the United States and work with a lot of companies. We will tell everyone we come in to contact with not to use this brand of hotels. I went on web site and it shows they have double rooms available. So riddle me this why would the lie and say they had no rooms. Let me answer this riddle. There's a home coming game in the city this weekend they want to jack up the price for the rooms. Funny thing is we would have paid the higher price for the weekend. I would not recommend the Quailty Inn in Cedar Rapids 33rd avenue location.

Dear Revdex.com:  We have been in contact with Mrs. [redacted] and have addressed her issues.  We have provided her with access to her soaps and cleaning products.  We believe this matter has been resolved.  Thank you.

The front desk received a report from housekeeping that a room has the smell of marijuana in it and would like a supervisor to come and check the room. The manager on shift was [redacted] he had confirmed that the room did in fact smell of marijuana in it, he then charged the...

guest a $250 smoking fee. I received a call from the guest the next day asking why she was charged I informed her that the process we go through is if a housekeeper smells any type of smoke from the room to have a supervisor confirm that there is an odor coming from the room.  During this time I offered to take $75 off the smoking fee which I did she thanked me and said she was happy with that.

Dont stay here.The room service is terrible the sheets had stains on them they give u enough towels wash cloth or toliet tissue never refilled it.air conidtioner leaked onto the carpet refrigator shelfs were broken and the elevator was broken.had to walk up 3 flights each I left my room and im 60. Never will stay here again

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. If the refund is issued, as promised, I will gladly consider a stay with this hotel again. Regards,
[redacted]

Better Business...

Bureau:
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,

I am writing in regards to a complaint made by a guest with the ID number of [redacted], that stayed here at the Quality Inn on February 29th for one night, in one of our Non-Smoking rooms. Her complaint against Quality Inn is that we charged her a $250.00 cleaning fee, this is a true statement, however the guest signed our policy that stats we charge this amount, not only if the room has been smoked in, but also if the guest brings marijuana into our non smoking room as well, due to the intense smell of marijuana we have to put the room down for two days to let it air out. Not only did one person check the room, but three different people checked this guests room to indeed make sure marijuana is what the smell was in this guests room, also pieces of marijuana were found inside the trash can. We did not lose her deposit, the front desk attendant was just trying to find someone to check the room, before she ended up checking the room herself as well. I, the GM was contacted about this case, at the time in which it was going on. I told the front desk attendant that, because three different people checked the room, that I was not going to give her deposit back. With this letter I am sending along a copy of the folio that the guest signed which in fact states the policy of the hotel with her initials that she read and understood the policies. Sincerely,[redacted]General Manager[redacted]

This company is sending frufdukent postcards stating WATER UPDATE "Unforunately, we've been unable to contact you. Please contact us within the next 72 hours." They make it seem that there is something wrong with our water.
The fact that this company "only wants to get the attention of the consumer" does not mean that this tactic is right! This is the type of fraudulent advertising that preys on the elderly and people unaware that these unscrupulous companies will go out of their way to "attract the customer". Shame on them...DO NOT DO BUSINESS WITH THESE SCAM ARTISTS! I shouldn't have to pay to throw away this companies junk mail. It is inconvenient. Everyone should report this to the attorney general in their state.

Thank you for getting in touch with us concerning guest Ms. [redacted]. Unfortunately Ms. [redacted] booked a prepaid reservation thru a "3rd...

party" website (booking.com).  As this was a prepaid non-cancellation booking thru booking.com, we are unable to refund the payment. Ms. [redacted] would have to touch base with booking.com for a refund.Thanks again

You can tell a lot about what to expect from a company based on their marketing practices. Expect to get gamed. Got a bright yellow postcard with WATER UPDATE in huge letters at the top. "Unfortunately we've been unable to contact you. Please contact us within the next 72 hours." Tiniest print in the world says not a water utility or government agency.
Gaming - truly deceptive in two ways. First, it's attempting to look like there's some kind of emergency, and that's attempting to play on the vulnerable elderly or cognitively impaired. Second, I work from home most days, and have been home all day and evenings every day for the last few weeks. Phones get answered, doors get answered. So, they're lying in their first contact with you.
I'm going to make this marketing piece as famous as I can on social media, to shame this deception, and make people aware of AWP. I'm also going to file a complaint with the State of NJ, since they are licensed in NJ.

I received their card as well which indicates that they were unable to contact me by phone. I thought I would check them out first BEFORE I called them and am glad that I did. Why would I want to pay 10.000 for a filtration system?

I spoke to a customer service rep last week who couldn't answer my question about my Rainsoft uv filter. I was told the manager would call me. He never did. I called today and spoke with another rep and explained my situation. She answered my question so I thank her. As for the manager calling me back well that's my complaint. Another complaint would be the horrible Rainsoft warranty which covers nothing. And AWPs 300% mark up on a $40 uv light not including the $200 service fee. Literally would take 30 seconds to change. Wow talk about a monopoly on the market as nobody but them can service my system without voiding my already horrible warranty. As for Rainsoft they are at a whole other level of deceptive business practice.

Complaint: [redacted]
My response to the business owner is as follows:  1. On 12/31/2014, at 6:27PM, the customer made hisreservation for $94.00 + tax per night.2. The customer called us on 1/1/2015 at 12:48 AM and asked for a seniordiscount and the rate had dropped to "$89.30 + tax". He also mentioned to us that he'll be bringing 3 dogs. We have informedhim of the charges for bringing 3 pets is additional $35.00 (our rate for petcharges are first pet $15.00, second pet +$10, third pet +$10). So, thetotal came to $135.91 including tax and pet charges. There was no tax for thepet charges.3. The customer checked in on 4/24/2015 at 7:59 PM and he was complaining andinsisting that he should be charged total $89.30 including tax and pet charges.The actual total was $135.91 including tax and pet charges.  So the frontdesk clerk and manager offered full refund for him to leave if he's notsatisfied. The customer refused the offer to leave and stayed after his violentattitude and verbal assault to our front desk clerk. The front deskclerk had brought to the customer the reservation records and details inpaperwork. The customer threw the paperwork at her and started his violentverbal rampage. The 60 year old female front desk clerk who barely has astature of 5'3" was too stressed and traumatized by this experiencethat she was unable to come to work the next day. The business owner is correct on the dates but I was told that an additional $35 covered all 3 animals, as stated in my original complaint.My Response to the business response (1): If there were any possible minormaintenance or cleaning problems they have been resolved already.  The business owner has got to be kidding.  I encourage Revdex.com to review the photographs that were submitted with this complaint.  These gross conditions are hardly "minor".My Response to the business response (2): Our charge was correct and paid,as I stated above.Based on what I was told by telephone, the charges were incorrect as stated in my original complaint.  TO AVOID SUCH PROBLEMS, THIS BUSINESS SHOULD SEND OUT CONFIRMATION EMAILS WITH THEIR PRICE LIKE MOST OTHER MOTELS.My response to the customer's demand (3): Our Hotel's policy has strict"Privacy policies" for both customers and employees.  We do notgive out any personal information about any customer or staff.The response by the owner has nothing to do with my complaint.  I request that they convey the real owner's name and contact information so that customers can file complaints.CHOICE HOTELS HAS AGREED TO REFUND 50% OF WHAT I PAID FOR THIS TERRIBLE EXPERIENCE.  Revdex.com:  SEE ATTACHED EMAIL CORRESPONDENCE.  THEREFORE, THE FINANCIAL COMPONENT OF THIS COMPLAINT HAS BEEN RESOLVED.  HOWEVER, THE OTHER REQUESTED CHANGES NEED TO BE AGREED TO AND IMPLEMENTED BY THE MANAGEMENT.
Regards,
[redacted]

There will be no refund to this guest, upon review this reservation the manager that was on duty had spoke to the guest and resolve all the problems that the guest had. There were no complains about any stained sheets when the guest was on property. I also follow up with Orbits and the agent...

informed me that there was no complaint about any issues they have while they were on property. Orbitz informed me that the guest [redacted] had called to cancel 4 rooms and due to their policy, the reservations that [redacted]  had booked  were non refundable.

This guest did dispute the issue with myself and I was following up with the issue with all sources before I was able to give the guest her refund.
 
I actually refunded this guest on March 26, 2014 after reviewing all possible camera views and speaking with all of the staff that had previously dealt with Ms [redacted].
 
On the 26th before she sent this complaint in I had told her that I was just waiting for confirmation from the hotel owners and then I would be making the refund back to her card for the total of $300.00 for the cost of replacing the three missing blankets.The remaining $220.00 should not have been disputed that total was for her stays for both rooms and would not be refunded.
 
After calling the guest back on March 26th 2014, to let her know of the credit she did not inform me of her complaint to the Revdex.com, she actually thanked me for getting the issue resolved and let me know that she had a great stay and wanted to return on her next trip to the area. 
 
I had a lot of information and footage to sort through dealing with this issue. We keep a very strict inventory of our items on this property and in each guest room that this issue does not happen often and when it does there is typically no disputes. 
 
I did handle this issue as fast as I could to get all of the information needed to resolve this with this guest. I stayed in contact with Ms [redacted] letting her know the status as well.
 
If you should need any further information please feel free to contact me at the hotel or through email for prompt response.
 
[redacted]
General Manager
Quality Inn Elkton, FL

Our hotel charged the guest $100 after they checked out due to the condition the room was left in at check-out. There were human feces on the floor, towels, and bed. This required extra clean-up and the towels were not reusable. The charge covers the cost of replacing the towels. Housekeeping...

also had to put the room down and shampoo the carpets, which means we were unable to rent the room. The guest called and asked about the charge and everything was explained thoroughly. We also provided her with pictures showing the condition of the room as it was found by housekeeping staff.

It is standard hotel policy to collect a credit card or cash deposit for incidentals to cover any damages to the room or extra charges (long distance phone calls, for example). This is explained at check-in. All incidental charges we process to checked out guests are carefully considered and evaluated.We are unable to provide a refund due to the fact that the damages to the linens and room have been confirmed by the guest and are evident in pictures taken from the room.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with the response of the hotel. I feel they are not telling the truth. They sent me pictures of towels which I had to use to clean my mother up. There was no mention of fetus on the floor. We were in the room from Sat-Mon without room service. I had to use something to clean up with. The reason the room had to be shut down because it had had no service. The $100 is too much to pay. I am questioning how many other guest the hotel has ripped off. I want the $100 refunded to my credit card. Thanks

Regards,