Anahiem Quality Inn & Suites

Review: On August 7th, 2015 I arrived at the Anaheim Quality Inn and Suites around 5pm after a 9 hour drive f[redacted]. I was not greeted nor even acknowledged when I walked into the lobby. I the lobby desk attendant "[redacted]" a copy of my receipt and asked to check into my room. My mother had paid for 2 rooms for the weekend for our trip to [redacted] asked for my ID and credit card after I had already explained that my mother paid for the room. I told him I didn't have her card and she wasn't due to land until about 9pm. I called my mother and she got on the phone and talked to him and offered to text a picture of her credit card so I could get into the room. He rudely stated, "I understand she is your daughter but against our security policy" and handed the phone back to me. I offered to pay for the weekend on my credit card just to get into my room and rest. He said he would be happy to rent me two more rooms but he would not be refunding me for the rooms my mother already paid for -with a smirk on his face.

At this point I asked to talk to the manager in hopes she could change my payment card. She ([redacted]) repeated the same statement telling me I could book another two rooms but she would not refund the money that we already paid for first two rooms. At this point, I explained to her that I have a tumor and am recovering from brain surgery and I really need to rest as I am prone to seizures when I'm exhausted. I cried to her to please let me change payment so I can rest in my room. She told me, " I understand but that's not my problem." I walked out of the lobby in tears and waited in my car until my mother arrived after 9pm. My mother was upset, I was upset, and this basically set the tone for our trip.

I informed [redacted] that she violated the ADA and at that we had a verbal altercation. Housekeeping "forgot" to clean our rooms that day but cleaned the rooms around us. We were also charged approximately $153x2 per night instead of $110x2 for 3rd nightDesired Settlement: I am requesting a full refund in the form of credit to be used at another motel. The careless actions of the staff jeopardized my health and safety and the rudeness of the staff ruined our trip. We are Choice members and travel frequently and have never encountered such rude, vindictive employees. Having housekeeping"forget' to clean our rooms after being confronted is a testament to [redacted]'s character. We were charged 110 the first 2 nights for 2 rooms. When we booked another room with [redacted] we were charged 150 per room. When we questioned her she smirked and sarcastically said, "Enjoy your day at [redacted]" When we got back our rooms were "forgotten" by housekeeping.

Business

Response:

Hello,

Review: I am a travel agent and booked a room for a Disney vacation and this hotel was listed as one of Disney's Good Neighbor Hotels. The hotel was under construction at the time which was never communicated to me or the customer. The pool was not functional because of this which was a huge disappointment. The room was suppose to accommodate 5 people but only had 2 beds. When my client asked for a roll away bed she was told there would be an extra charge of $15.00 and then was told there were no roll away beds available. My client inquired about a room upgrade but again was told nothing could be done. On one night she slept in her truck because the floor was just too uncomfortable. The construction caused the eating area to be unorganized with only 3 tables available for the entire hotel with no one servicing or cleaning them. When the manager of the hotel was notified there was no empathy or apology just call Disney. Although the arrangements were made through Disney I do feel that this hotel holds some responsibility in the uncomfortable situation these folks were put in. Not to mention the rudeness of the staff and the complete disregard for their situation. We should have been notified in some way about the construction at the Hotel. There was nothing on the website that said this would be happening and caused a great inconvenience to my clients and pretty much ruined their vacationDesired Settlement: The price of the room was $327.00 I feel a full refund should be given to the [redacted] family or a voucher/credit, for a free 3 night stay in the future maybe at a different Quality Inn that would truly be able to accommodate their family comfortably.

Consumer

Response:

Ms. [redacted], I am pleased to say that I have resolved my dispute with Quality Inn and Suites to the satisfaction of myself and my client.( Complaint # [redacted]) Please discontinue any further action on my behalf. I want to thank you so much for your intervention. I am sure that without it, this would not have turned out well for my client. Sincerely, [redacted]