Quality Inn - Modesto
Added on -, by Reviewer1142139
Review: My son and I stayed at the Quality Inn Modesto on Sept. 14-15, and were outrageously mistreated by the staff at the direction of the owner.
My son and I are residents of San Francisco who traveled on Sept. 14 to Modesto because of a family emergency. We stayed at Quality Inn Modesto, and checked in on the night of the 14th. We were recommended to this hotel by a local relative for its presumed quality and care, hence the name Quality Inn.
We arrived without incident on Sept. 14, and at that time I said to the person at the desk that I would need a late checkout owing to family religious services that did not let out until 1:00 the following day (Sunday). In my many travels in 25-plus years of business life, I have never had any trouble with late checkout requests; I have always notified in advance, and hotels have always handled this amicably with me.
On Sunday, Sept. 15, as I was in the shower, my 11-year-old son began to report to me that the front desk began calling repeatedly beginning around 11:20am. He made it clear to the persons he spoke to that I was fine and he was fine, but that we were having a late checkout and waiting on a family member to arrive, as had been prearranged.
Shortly after 12, a representative from Quality Inn arrived at the door of my room; I later discovered that this was ***** ********** who was on the front desk Sunday morning and also this morning when my executive administrator called. My son explained once again that nothing was wrong; he and I were had already arranged late checkout. Ms. ********* that if we did not leave our room by a certain time, the Modesto would be called. My son is only 11 years old; he is a minor. For him to even be threatened in such a manner is absolutely outrageous.
Just before I got out of the shower, the front desk called again; my son knocked on the door of the shower and asked what he should do. I called the front desk thereafter, at 12:50; I was told I had to be out of the room by 1:00. I said I would come down shortly, and came down with my son, who identified Ms. Sanderson as the person who had come to the door of our room.
When I spoke with Ms. ********** I asked her if she had been instructed to take the actions and make the statements that she had toward me and my son. She said she had acted and spoken as given instruction by owners and management, and repeated only what they had told her to do and say. I advised her that even though I do not hold her directly responsible, her conduct was highly inappropriate, particularly toward my son, who is a minor.
Also, I noticed that Ms. ********* had told my son that we were to be charged an extra $20 for the late checkout. I shared that first of all, that information should have been shared with me, and that we had already arranged late checkout and no additional fee had been mentioned at that time, so I demanded that the $20 be reversed. However, when I checked my account today, I have found that the $20 charge has not been reversed as of the 14th.
I was advised by Ms. ********* that someone from management would be calling me that very day to resolve these issues, but as of yet, no one has called. My executive administrator has followed up, and the general manager, Praschil *******, is supposed to call me today at noon, but I have chosen not to wait on Quality Inn's processes, and instead chosen to file my complaint with the Revdex.com.Desired Settlement: The settlement I desire is as follows: a written apology from the owners & management of the Quality Inn Modesto, and changes in business practices/customer care & service training for his staff, relative to proper care and communication towards customers, minors, general public & clients.
I am seeking the return of the $20 late checkout fee, immediately; if this is not done today, I will consult and advise my bank to disavow the entire transaction and file a dispute. I fully intend to pay what I owe for my night's stay, but I will not tolerate arbitrary charges, particularly after my son and I were subject to insensitivity, unprofessional behavior, and poor judgment and actions.
Should there be any questions or concerns, please contact my executive administrator, Ms. ****** D. *******, who can be reached at (XXX) XXX.5404 and ********@momentumholdingsinc.com.
Initial Business Response
The Management has reviewed the surveillance video of the time you checked in and no request for a late checkout was requested and subsequently granted. The front desk clerk attempted to contact you for one and half hour past the check out time with no success. Furthermore, as a courtesy we never charged you a late fee therefore there is nothing to reverse.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been requesting late checkout at hotels for many years; I can have witnesses from various hotels to prove it. No matter what was seen and not seen -- and I say "seen" because rare indeed are the surveillance videos in hotels that have audio and can even record conversations -- I did not break my practices on coming to Quality Inn Modesto in terms of requesting late checkout.
I notice that Quality Inn Modesto has completely dismissed the most important part of my complaint -- no one had the right, legally, morally, or ethically, to speak to my 11-year-old son in the manner he was spoken to. My son is a minor, a child; can you imagine how threatened he must have felt when a stranger came to his hotel room door and told him the police were going to be called, therefore suggesting the possibility that his father might be arrested before his eyes? I am deeply angered that in no response yet to this matter has Quality Inn Modesto addressed this part of my complaint.
I am not at all satisfied with the response from Quality Inn Modesto, a hotel that has had previous questionable activities on the hotel grounds that are a matter of record.
I am steadfast in my demand as to the written apology -- this is not negotiable! If further ignored I will wield my influence both in the community and business channels, to bring this matter to the greater attentions of the community, civic leaders and other relevant organizations within Modesto. This is an issue of honor, integrity and professionalism, all of which were lacking from this respective franchise and its personnel.