Quality Inn

Full refund has been issued as requested by guest.

On Friday May 5th the front desk agent [redacted] smelled someone smoking marijuana down the hall of the hotel because we are a non smoking property. She walked up and down the hall to pin point where it was coming from. Once she located the area she checked to she which rooms was rented in that area. Once...

she saw which rooms was rented she knocked on the guest room doors and talked to each guest about the situation. The [redacted] room smelled like body splash when they had opened the door. So [redacted] apologized the guest after making sure they wasn't smoking in the hotel[redacted] came to the front desk getting irate about the fact that [redacted] knocked on their door to check to see if they was smoking in the room. The next morning when the [redacted] came to check out the had spray the room heavily with body splash so the room wouldn't smell like marijuana smoke. They started getting irate with [redacted] and a couple of the housekeepers telling them that you are being prejudice with us because we have tattoos. Some of those employees has tattoos on them. [redacted] called me and the police because they was both getting Irate. I told her give me 10 minutes and I be there. Before I arrived the police made them leave the property. An hour after the [redacted] left the housekeeper went to strip the room and the body splash had worn out and the marijuana was noticable. The [redacted] have tried to get a refund through the franchise office when they wasn't successful they went to that bank and tried to claim it was a fraud charge. After the bank got the full story they told the [redacted] that it is a legal transaction which can't be refunded. A couple days later [redacted] called me threatening me that he will sue me and shut down my business because I'm frauding him.[redacted]

Dear Revdex.com:  It is never our intention to mislead--only to get attention.  We offer quality water treatment, great service and customer care.  We only need to obtain the attention of homeowners in order to provide knowledge and information about water quality.  We apologize to...

those who are inconvenienced by our mailing program.  Thank you.  [redacted]

Quality Inn [redacted], Virginia [redacted] Street Phone: ([redacted]) [redacted] BY [redacted] HOTELS Fax: [redacted] BY [redacted] HOTELSEmail: [redacted] 
[redacted] Dear Representative of the...

Revdex.com Ref: Case number# [redacted]First encounter: On September 15, 2017, I was contacted by my front desk representative [redacted] at 8:57pm in reference to two rooms under the reservation name of [redacted]. The front desk stated that Ms. [redacted] had checked in and went to her room and realized that it was only one bed in her room [redacted]. She stated that she needed two rooms with double beds because she had several people accompanying her and claimed that when making the reservation she asked for queen bedrooms. The representative told Ms. [redacted] that we were sold out and she would call me to see if anything could be done. Ms. [redacted] husband came to the front desk while [redacted] and I were on the phone and stated that their other room [redacted] that their aunt had checked into earlier was also a King bedroom with one bed and that if they were to stay the rooms needed to be comped for the inconvenience. I denied the gesture of comping the rooms and offered the usage of three rollaway beds that weren't sold for that night to her husband at no charge. He stated that if the rooms were comped then they would find elsewhere to stay. He then asked about other hotels and [redacted] offered to call them for him or to give him the numbers. Within minutes the guest from [redacted] called the desk and informed [redacted] that they had found something else and were going to a [redacted] an hour away. History about the reservation: At this particular property, we do not have any queen-sized beds at all. She was offered the rooms that we had which were kings and she originally booked three. On September 4,2017, she called the property and asked to cancel one of the rooms with our representative [redacted], Ms. [redacted] also informed [redacted] that she never received her confirmation numbers. [redacted] cancelled the one room and sent Ms. [redacted] the confirmations for her upcoming stay via email. All emails state the room type, arrival and check dates, and the hotels cancellation policy. Events since the complaint: On September 16, 2017, the [redacted] called the property several times waiting of the arrival of the manager ([redacted]). When I arrived within minutes a [redacted] representative from the Guest relations office called with Mr. [redacted] on a conference call. The situation was explained by Mr. [redacted] to me about the mix up with needing two rooms instead of three and that their cards were still reflecting charges. I explained to him that this property does not have queens to offer and at the time of booking the only rooms that we had to offer were the king bedrooms. I explained that the reservations were cancelled without penalty for room [redacted], however because room 116 had been used for a few hours and that particular guest never complained or was upset about anything with their room, they were charged since the room was used. I also explained that their credit card was reversed immediately and the charge for the two nights for [redacted] would be returned and that the third pending charge being seen was the authorization for the other room that was originally held by Ms. [redacted] card until changed at check in by their aunt. I also informed Mr. [redacted] that the second night on the aunt's card had been refunded as well and she would see the reflected on her account as well. He said that he thought that was acceptable that we would think his family would want to sleep on a rollaway bed and that everything should have been free for the inconvenience. I told him that if we had done something wrong I would have gladly given him all of his money back; however, I can't help the only room types we have to offer, besides originally there were no additional complaints. I offered to call his credit card institution and provide the information that the hold can be released because they owed us nothing more, but he stated it's Saturday nothing can be done today. I agreed and offered to help him Monday if he chose to callback. He told me I'd be hearing from his wife because this is unacceptable and the customers are always right regardless. He stated that they were inconvenienced and were his wife works at the [redacted] customers automatically get their money returned. I told him I apologize again but we are not the [redacted] and I have policies and procedure to follow and cannot break them for something that we did not do. He told me that he knew another [redacted] hotel manager and he was going to contact them and that I'd hear from his wife as well. I apologized again and told him to have a good day. About two hours later a manager from a [redacted] Inn in [redacted], TN called and the situation was explained and he agreed that if the room was used and had to be cleaned then the we have every right to charge. He told me that Mr. [redacted] delivers food to his hotel and came in and complained about the situation, which was the reason for the call. He thanked me for being so polite and we ended the call. My hopes were that the situation was over, however Mrs. [redacted] called back to [redacted], she also put a review on the [redacted] website, a review on TripAdvisor, a review on [redacted], as well as made a complaint with the Revdex.com and called the health inspector. On September 19, 2017, I responded to the [redacted] review that was posted and Mrs. [redacted] responded back via email. After a few emails back to back, the conversation ended and we ended up talking via telephone with a witness present. She was very rude and made it a point to repeat as her husband once told me that the customer is always right. I explained to her as well the situation and she stated that she was going to get her money back one way or another. After some disrespect from her I decided to end the call. I apologized again, told her I was not going to listen to anymore of the disrespect and for her to have a good day and God bless. After getting off the phone with me she emailed [redacted] a long complaint and they responded and issued her a courtesy check of $[redacted] for her aunt's room. Later on, that morning, I received two surprise inspections one on behalf of [redacted] and one from the local Health Inspector. We passed both inspections. The Health inspector told me that her complaint was because of a stain in the tub, which was less than 2 inches in size and could not be removed even with bleach and another complaint of the bathroom ceiling beginning to chip. He noted that he did see those two items, however the room was clean and rentable. I told the health inspector that we do have scheduled renovations but in the meantime, I will get the tub sanded and the ceiling repaired. He thanked me and left. On September 20,2017, I received a letter from the Revdex.com requesting a response. Evidence Attached: I have enclosed with this written response copies of the original reservations booked, a copy of the cancelled reservation, the activity logs for the account proving that the reservations were never altered, folios of the reversed charges to both Mrs. [redacted] credit card and to her aunt's card, statements from the front desk representatives of what occurred when speaking with the [redacted], copies of the document notes with [redacted], a copy of one of the reviews and any other supporting documents that pertained to this case. Resolution to the case: On September 19, 2017, Mrs. [redacted] was contacted by [redacted] Hotels Executive office where a representative agreed with Mrs. [redacted] that she would receive one check in the amount of $[redacted] as a one-time courtesy to cease all of this type of behavior. Within the email that she sent to [redacted] it is highlighted that if she received the money then Mrs. [redacted] agreed to remove all negative reviews and close her cases with both the health inspector and the Revdex.com. The case was resolved on behalf of the hotel, but Mrs. [redacted] has not followed through with what she agreed to do. Should you have other questions or need anything explained, I would be glad to help you however possible, please reach out to me at either the Quality Inn at ([redacted]) [redacted] or my email at [redacted]. Thank you in advance, [redacted] Assistant Manager

I found this hotel through the internet and booked here because it advertised heated pool and Jacuzzi. The pool wasn't heated because the sun wasn't shining and they are waiting on corporate to decide what they are doing with the Jacuzzi, yet they still have pictures of both on the internet and also on a billboard. Then to make it worse my daughter was shocked in the pool by a loose light and we were told that happens sometimes and the pool was left open.

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 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]

To Whom It may Concern This letter is in regards to the complaint filed against Quality inn by [redacted]. Mrs. [redacted] was a guest at our hotel on 12/9/2016 for two nights, Mrs. [redacted] called 12/11/2016 asking to speak to the General Manager about a concern with her stay, 1...

advised Mrs. [redacted] that I was the General Manager and will gladly help her In any way that I could, Mrs. [redacted] stated that she was dissatisfied with her stay and demanded a full refund for both nights, I ask Mrs. [redacted] if you were dissatisfied with your first night stay here why did you stay the second night, Mrs. [redacted] stated she was from out of town and had no ideal were other hotels were located at, I then explained we are located on Motel Drive with all the other hotels, we accommodated Mrs. [redacted] by giving her a full refund even though we feel we had accommodated Mrs. [redacted] with all her issues because we feel our business is Hospitality and Customer Service and wanted to keep our guest happy Mrs. [redacted] stated after she had the refund, "now just to let me know she was calling the Revdex.com ". Then Mrs. [redacted] demanded that my employee be fired that was dealing with her and her issues, when I explained to Mrs. [redacted] that I will talk with my employee but could not disclose any information to her about what action was taken with the employee she then stated again she was going to call the Revdex.com, because she had been calling the Hotel and hanging up just to see if that employee was still working with our company, I issued a refund to the credit card on 12/19/2016 and I am sending proof of the adjustment to you because Mrs. [redacted] has called and stated that we still have not giving her the refund. Thank you Julie General Manager Quality Inn Merced

Complaint: [redacted]I am rejecting this response because:In response to the letter sent you from the business in question I fully disagree with the check out time, we left the business at 5:45 pm on the 7th of April  2017,which is the same day we checked in....

Upon arriving at this establishment we found it to be in disarray with refurbishment going on. After checking in and going to our room we find garbage in the back side of the coffee pot so we went to the desk with the coffee pot in hand and showed the counter person the issue and demanded a new coffee pot to which it was given. Then we went to take a shower to find no water temperature adjustment working, once again we contacted the front desk who stated he was the manager and would send maintenance to fix it, and during this fixing of the water adjustment knob the maintenance man directly entered our room without knocking or announcing himself, to find me in bed resting and turned to leave, at this point I was very angry for the infringement  on my privacy. At this time we wanted to leave to go get something to eat and upon returning to this establishment and our room, we find painting clothes, paint cans, brushes, hammers on the floor directly in front of our doorway. We had to walk over them in order to enter the room.  We then received an emergency phone call at 5:00 pm  and made the decision to check out.
In regards to the receipt situation, at checkout I asked the gentleman for a receipt for my records to be told they don't give receipts and that he could e-mail me one if I would put my address on a small piece of paper he gave me, and not only did I put my e-mail address on the paper but also included the room number on it so he would know what the address was for and also included my name and phone number. He stated he would get it sent right away and upon arriving home I noticed 2 days it had not arrived at which I notified Expedia of the situation and she was told also of my concerns about my stay. She put me on hold several times at which she said would contact the hotel and for me to wait. She came back with the information of the name of the Manager of the establishment  and his phone number. I called several times to be told he was not there and hung up on. I returned the call several times to be told he doesn't deal with these things and hung up on a 3rd time. I was very angry at this time. They have been saying we checked out on the 8th of April and not the 7th as we did.
At this time I feel they are very misinformed and completely not professional in any way. I am still asking for a full refund due to all the misinformation and customer complaints. I will never stay at this establishment again. I have never been treated to underrated in my life. And no I am not taking advantage, just expecting good customer service and a refund for all my inconvenience. 
For them to say I was never in contact with Expedia is truly false information. 
Please advise I expect better customer service in this situation.
Sincerely,[redacted]

The Quality Inn reversed the transaction and returned money to my credit card account.  Thanks so much for all of your help.  You map close the case now

This guest has been going back and forth thru choice hotels and the hotel here pesonally where he stayed at. I cannot go into depth in which action was taken here. However, I can inform you the just of his situation with us when this guest stayed with us 2 full days without any issues. He came down...

to the front desk after 9pm on his last night demanding a full refund due to a spider he found in the room. Front desk personal offered to switch his rooms which he declined and thru his hotel key at front desk staff then left the hotel after this scene he caused in front of other guests in our lobby. Upon checking the room, no bugs of ANY kind were found. I refused to issue a refund to guest from us at the hotel. He then contacted corporate office at Choice Hotels who also decided in the matter that this guest should not recieve a refund.

Initial Business Response /* (1000, 5, 2016/06/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@choicehotels.com
I want to apologize to you and your wife for my desk clerks behavior, by not following the proper procedures when entering a guest...

room. Every employee is supposed to knock three times and announce themselves. When I first heard of this incident, I did tell you that I didn't know what happened that day as to why someone (one of my employees) would walk into your room with out announcing themselves. I am not going to make any assumption, my desk clerk was wrong, and I am sorry. Our hotel takes our guests safety and security very seriously. I did originally discount your room, however I just refunded your full stay that you paid. Again, we (I) are truly sorry, it should NOT have happened, and I hope that you will continue to use Choice hotels as your main lodging choice.

In response to this complaint the guest has made to you. When the guest complained about her bath tub not draining we immediately gave her a key to another room #213 to use for showering and other personal use. We let her use two rooms and the housekeeper also came and changed her sheets again after...

check in, upon request and the housekeeper also asked her if she is comfortable with her room and she stated that everything was fine with her room. The pet charge of $40.00 was refunded back to her credit card a few days after checking out of the hotel. As you can see we did everything to satisfy our guest. We appreciate your concern but at this time we can no longer give her anymore refunds as we feel she is wrongly trying to get her money back.

Regarding this complain I had refunded $157.24 back into her credit card at same time when she checked out and came to front desk to complain about the room. As she mentioned that she had complained about the room during her stay , and ask for air spray or something nothing was happened like...

that.Out of three Rooms one room was completely refunded and we think that was sufficient amount for guest satisfaction. Usually when ever somebody complain about the room we happy to change their room or they can check out early without any penalty. In this case we did not hear anything from guest during their two days stay. To ask complete refund for all rooms for all night ! this is kind of unbelievable and unacceptable ..If you have any further questions please don't hesitate to call at ###-###-####.Thank youRick  ( general manager )

Complaint: 10823120
I am rejecting this response because:this business is a liar, I found cigarette buts in the balcony and the room snarled like smoke, the tub was dirty looking, the carpet, microwave was dirty. These people took my money and they are a liar about the bayhroom not smelling like sewer, I complained to the clerk that checked me in. Each time you turned on the water it smelled like sewer. I had my daughter as a witness to everything I have stated. This hotel needs to be forced to refund my money. The room where I stayed was anything but satisfactory.
Regards,
P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I still believe, as I've explained multiple times, that we should be compensated for our cost of dealing with the bed bugs in Room [redacted] of the Quality Inn.
 
Once again, while the business claims that the hotel rooms are regularly inspected and treated on a monthly basis, the evidence of bed bugs in room [redacted] was extensive. Under the mattress and on top of the boxed spring were casts of bed bugs and bed bug excrement indicating that the bugs had been present for some time. Please see attached photo evidence.
Additionally, while we left behind a coat and a dog bed/ blanket in the room, we also had to dispose of our clothing and shoes before we left the hotel, in order to eliminate risk of bringing the contamination into our car. Yes, they did offer to wash the items, but washing and drying them on high heat sufficient enough to kill any bugs or eggs would have ruined the clothing and shrunk it. My husband had dress clothes on, with dress shoes (the shoes were worth $150 alone), and so with all of our name brand clothing, shoes, and a purse and wallet that was on the contaminated bed and obviously could not be laundered, the total of our losses DOES equal $350 as a conservative estimate.
They may feel the matter is closed, but staying in this contaminated room cost us $350 extra on our cross-country trip. I do not intend to chalk that up to "travelers risk." Regards, 
Regards,
[redacted]

Greetings, I hope this letter finds you well. I am writing you today regarding the case ID # 11149168. At the Quality Inn, we are committed to provide the very best of guest Service and gladly resolve any issues that might be. The case ID # 11149168 was resolved with our guest and had been issued a...

full refund as of February 24" 2016. If you should have any question and/or concern, please do not hesitate to email or give us a call. Thank you for your assistance.Respectfully,D[redacted] General Manager

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.
Sincerely,
[redacted]

Hello,
This was sent as a error. We are not affiliated with this property.'
 
Thank you
Wyndham Hotel Group

The reservation was made with [redacted].  When I asked for my money back from the front desk at the Quality Inn said they could not do it because I had to contact [redacted].  [redacted] said the only way I can get a refund is with the Quality Inn as they have received the money from my...

"stay".  They broke the agreement with the room.  Not me.  They have the 101.66 in there bank account not [redacted].  They front a sub-par hotel for a 3-star...not me.  I have never in my life seen such a rip-off.  In the end the parent company is responsible as they own the hotel.