Quality Inn & Suites at Cal Expo

The crux of the problem here is that Ms [redacted] did not check out immediately as she claims We understood that our accommodations did not meet her expectations and we kindly notified her that we would issue her a full refund if she checked out of her hotel room within minutes She was even welcome to stay in our hotel lobby while she searched for suitable accommodations elsewhere We tried to be fair, reasonable and even hospitable However, Ms [redacted] ended up staying in her hotel room for a full hours so not only did she use our hotel room, she also effectively prevented us from selling that room to anyone else that night After all, we don't have any housekeepers to clean rooms at night and by the time Ms [redacted] left hours later, there were no more travelers looking for hotel rooms to stay in for the night Ms [redacted] also claims that our staff was rude but I'm afraid she is pointing her finger in the wrong direction All of our attempts to communicate in a calm, polite and professional manner were only met with intense vitriol and scorn from Ms [redacted] and her party Indeed, several of our staff members took turns enduring prolonged verbal abuse from her in the form of verbal expletives and foul language In the end, one of our staff members was finally able to resolve this dispute with Ms [redacted] and I believe she told him that he was the only person who made any sense Thus, we settled on charging Ms [redacted] for her use of her hotel room for just that one night and all other charges were refunded I thought this case was closed but apparently Ms [redacted] is still not satisfied and I'm afraid there's nothing more we can do We believe we have conducted ourselves in a fair, equitable and ethical manner and we kindly ask for your understanding Thank you very much for listening to our side of the story.- [redacted] **Expo Inn & Suites

The crux of the problem here is that Ms. [redacted] did not check out immediately as she claims.  We understood that our accommodations did not meet her expectations and we kindly notified her that we would issue her a full refund if she checked out of her hotel room within 10 minutes.  She was...

even welcome to stay in our hotel lobby while she searched for suitable accommodations elsewhere.  We tried to be fair, reasonable and even hospitable.  However, Ms. [redacted] ended up staying in her hotel room for a full 3 hours so not only did she use our hotel room, she also effectively prevented us from selling that room to anyone else that night.  After all, we don't have any housekeepers to clean rooms at night and by the time Ms. [redacted] left 3 hours later, there were no more travelers looking for hotel rooms to stay in for the night.  Ms. [redacted] also claims that our staff was rude but I'm afraid she is pointing her finger in the wrong direction.  All of our attempts to communicate in a calm, polite and professional manner were only met with intense vitriol and scorn from Ms. [redacted] and her party.  Indeed, several of our staff members took turns enduring prolonged verbal abuse from her in the form of verbal expletives and foul language.  In the end, one of our staff members was finally able to resolve this dispute with Ms. [redacted] and I believe she told him that he was the only person who made any sense.  Thus, we settled on charging Ms. [redacted] for her use of her hotel room for just that one night and all other charges were refunded.  I thought this case was closed but apparently Ms. [redacted] is still not satisfied and I'm afraid there's nothing more we can do.  We believe we have conducted ourselves in a fair, equitable and ethical manner and we  kindly ask for your understanding.  Thank you very much for listening to our side of the story.-[redacted]Expo Inn & Suites

Review: On Thursday 26 June 2014 my boyfriend and I entered room #137 at Quality Inn & Suites on 1413 Howe Avenue in Sacramento, CA 95825. For some reason our keys were not ready so a staff member walked us to our room. I washed my hands after using the toilet and realized the bathroom sink was leaking water onto the floor. The water was coming from the bottom right of the sink cabinet, I immediately walked to the front desk and told [redacted] who works behind the desk. Eventually someone from maintenance fixed the leak.

After returning around 8:45 pm from the Outdoor Track & Field Championships I entered the room and noticed my boyfriend was asleep on the bed but he was sweating. The first thing I noticed was the air conditioner was off. I turned it on thinking he had forgotten to turn ¡t on before he fell asleep. Well he hadn’t forgotten to turn it on, it just wouldn’t stay on. I timed this and realized the air conditioner would stay on for about W minutes before it would shut off again. In addition, I had bottles of water in my bag from the track & field event so I placed them into the refrigerator in our room. During this time I realized our refrigerator was warm and everything we placed in there earlier had never gotten cold despite turning the knob to max before leaving earlier that day.

I decided to get into the shower (since the room was a little cool) before walking down to the front desk for additional complaints. To my surprise I realized the bathtub was not draining properly. In other words, while taking a shower the water in the bathtub would continue to fill up. Eventually the water would be a few inches from overflowing onto the floor.

After getting out of the shower and when the air conditioner stopped again for the 3 time I decided to walk to the front desk again. I explained to [redacted] about the air conditioner and our refrigerator. A young man from maintenance come by and tried to fix the air conditioner but it continued shutting off on him as well. He then looked at our refrigerator and was unsuccessful with that s1tuation also. He later returned with a fan In which we placed in our hotel window and a smaller refrigerator that did keep our food cold.

While waiting for him to return with the fan and another refrigerator, my boyfriend and I began hearing a bubbling noise coming from the bathroom. it was the water in the toilet bubbling every once in a while. This bubbling continued most of the night until around 11:30pm to 12:00am when I used the toilet and flushed it. After flushing the toilet I realized the contents inside the toilet was not going down but was actually rising to the top almost overflowing onto the floor. Instead of flushing It again I tried to pour water into the toilet in order to try to get everything to go down but there wasn’t enough room in the toilet bowl to add additional water. Since this was unsuccessful, I called the front desk and asked for a toilet plunger. Despite multIple attempts the toilet was NEVER able to work property again so I went back to sleep. My boyfriend and I had two choices If we needed to use that toilet in the middle of the night (1) to hold it all night or (2) get dressed and use the toilet inside the hotel. We chose to hold it all night.

When we checked into our room on Thursday between llam-l2pm the air conditioner appeared to be working. My boyfriend said a few hours after I left for the track meet It kept shutting off. The refrigerator was never cold when we first placed food in It but I thought ¡fi maxed out the temperature it would get cold later. Of course the refrigerator never became cold.

Later the next day (FrIday 27th) we were moved into room 244 because on Thursday all the rooms were occupied. Upon entering room 244 we didn’t have enough towels or toilet paper and one of the lamps was not working. I did not complain about these few things because by then I was already frustrated.

On Friday via phone I spoke with [redacted], Director of Sales & Marketing about Thursdays disaster. He promised me he would contact me and/or my boyfriend on Saturday to determine what Quality Inn & Suites would do to settle this situation. [redacted] NEVER contacted me on Saturday despite multiple messages left for him from [redacted] and [redacted] from the Howe Avenue location. In addition, on Thursday I got the number for [redacted], General Manger and was told to call her Friday at either the hotel where we were staying or at the hotel on Arden Way as she manages both locations.

On Friday around 3:30pm while at the track meet I called the hotel on Howe Avenue as well as the one on Arden Way and was told [redacted] was gone for the weekend, On Saturday I called the Arden Way location and the young lady that answered the phone said they do not have a way of contacting [redacted] on the weekends. I told her that was NOT true because If an emergency occurred allot her employees must be able to contact her via cell phone and/or home phone. Eventually after much persistence the young lady gave in and said she has [redacted]’s cell number and would text her my cell number and briefly describe my complaints. I waited for an hour and called back since I hadn’t heard from [redacted]. The young lady said [redacted] had not yet responded to her text. I asked If she could also leave a voice message on [redacted]’s cell phone. When the young lady from the Arden Way location called me back she said she texted [redacted] a few more times and did leave voice messages explaining my complaints.

On Sunday morning to be safe I called my bank and canceled my Debit Card. I luckily had extra cash, checks and another credit card to use for the remainder of the time in Sacramento. Everyone is not as fortunate as r am to have extra cash, enough money in the bank to write checks, or another credit card as a backup.

Sunday around 7:00 pm I went to the front desk to prepare for our early Monday morning check out. [redacted] told me [redacted] had called her a few hours ago. He told her to charge me for 3 days instead of 4 days. I was also told that [redacted] was NEVER going to call me back as she has been in these situations before. [redacted] said Quality Inn & Suites on Howe Avenue in Sacramento, CA has gotten so many complaints that [redacted] does not return calls anymore because she is tired of hearing guests complaints.

Upon checking out around 3:45am I was willing to pay for 2 days. The young lady behind the desk (Vanesha) told me don’t worry about paying since I had gone through so much with them already. She said the charges most lIkely would have been reversed anyway if I paid. Needless to say, by check out time at 3:45am I NEVER heard from [redacted] or [redacted]. To this day neither one of the mangers called me to apologize for the lIving conditions In room 137.JUL 08 201k

I have already filed a complaint at the Corporate Office in Maryland as well as Guest Relations international In Phoenix, Arizona. I know as of today I have not paid for the 4 days I stayed ¡n this hotel but I am still filing multiple complaints because I do not want these problems washed under the rug. The way is sounds this hotel has had so many complaints it needs to be shut down. Furthermore, If the mangers and not willing to listen to guests this Is a sign for a change. I will NEVER stay in this hotel again and will make sure other runners as well as coaches are aware of the poor management at Quality Inn & Suites on Howe Avenue ¡n Sacramento, California. I don’t think anyone should have been staying in room 137 at all. I’m sure they were aware of all the problems in room 137 listed below.

*Leaking Sink

*Air Conditoner stopped working

*Refrigerator not cold

*Bathtub doesn’t drain properly

*Toilet stopped flushingDesired Settlement: I am very disappointed in how this situation was handled and hope another guest will not have to go through what we went through. I know I will NEVER get a telephone call, a letter or an email from either of these managers but I’m hoping filing a complaint at 3 different locations will show them I am serious and not one of those guests who will blow what happened off.

Business

Response:

I'm extremely sorry for the late reply. My name is [redacted] and I am the new GM at the Quality Inn. Unfortunately [redacted] is no longer a part of our team as the hotel just wen under a new receivership, we just went through a new management change. As far as I am concerned, the mentioned room is currently out of order due to a broken pipe underground, which caused all the trouble. With our new team, we are working hard to bring all the rooms back to Quality Inn standards, so none of our guests have to go through any inconvenience. I'm extremely sorry to hear about the bad experience they had with our hotel but as I mentioned, we are currently working to meet the standards and resolve all the problems which were being overlooked by the previous management.

Review: I booked a suite trough [redacted]. Upon arriving to the hotel we checked in and went to check out the room. Later that night my boyfriend went to take a shower only to find there was no hot water. A maintenance worker at the hotel later informed us they were not supposed to book any of the suites because the water heater was broken. Along with the water heater being broken none on the windows opened, there was food crusted on the couch and remotes. When we went to the desk to complain there was no employees present so I went back the following morning (sunday November 1st) and spoke to one of the ladies at the counter, she stated all the reasons I presented were valid reasons for a refund but that she was not authorized to refund the money on my boyfriends card. So she provided me with name of the manager who I could contact the next morning when she was in. I called her two times on monday and left voicemails and I also sent an email and recieved no response. That Tuesday I called her two more times leaving voicemails both times as well, still no answer. I asked the gentleman that answered the phone if I could speak to another manager. He sent my call to a man at the front desk who told me he would contact [redacted] and see about my refund. When I contacted [redacted] the informed me that no one from the Quality Inn attempted to contact them. I asked the lady if she cpuld call them and she did. The same man I talked to told her they would not be providing me a refund because I didnt complain the night I found the problems, when in fact I tried. When I called to tell him this he hung up on me. I contacted the corporate office of Quality Inn only to find out the branch I stayed at was privately owened. I just want my money back!Desired Settlement: I want a refund for the room, and possibke compensations for all the time and rude customer service.

Review: After booking and checking in at a hotel called the Cal Expo Inn and Suites located in Sacramento, California; the room was unsanitary and did not provide what they advertised on the internet. So I checked out of the room immediately. They refunded the money back into my credit card in which I still have receipts for all transactions. I later checked my bank statement and noticed that there was an unauthorized transaction for the same amount that the hotel charged me for when I initially checked in and then refunded me back. I did not even stay 1 night in that unsanitary place and they decided to charge my credit card without my consent a few days later just because they still had my credit card on file. Not only they fraudulently charged my card, their whole staff was rude and unprofessional when I tried calling them regarding the unauthorized charge to my credit card. I did not get anything resolved while speaking to their staff. One staff stated there was a manager I can speak to if I call back a certain hour in which I did and another employee stated that they did not have a manager. Their business did not seem like a legitimate respected business. There were so many things wrong with this hotel. I am so disgusted that our country allows businesses like theirs to be open and allow services like theirs.Desired Settlement: I wish for my credit card to be cleared of this charge in which I'm dealing with at the moment with my credit card company. I would also like for this place to be shut down and out of a business if they cannot run a decent legitimate respectable staff and business correctly.

Business

Response:

The crux of the problem here is that Ms. [redacted] did not check out immediately as she claims. We understood that our accommodations did not meet her expectations and we kindly notified her that we would issue her a full refund if she checked out of her hotel room within 10 minutes. She was even welcome to stay in our hotel lobby while she searched for suitable accommodations elsewhere. We tried to be fair, reasonable and even hospitable. However, Ms. [redacted] ended up staying in her hotel room for a full 3 hours so not only did she use our hotel room, she also effectively prevented us from selling that room to anyone else that night. After all, we don't have any housekeepers to clean rooms at night and by the time Ms. [redacted] left 3 hours later, there were no more travelers looking for hotel rooms to stay in for the night. Ms. [redacted] also claims that our staff was rude but I'm afraid she is pointing her finger in the wrong direction. All of our attempts to communicate in a calm, polite and professional manner were only met with intense vitriol and scorn from Ms. [redacted] and her party. Indeed, several of our staff members took turns enduring prolonged verbal abuse from her in the form of verbal expletives and foul language. In the end, one of our staff members was finally able to resolve this dispute with Ms. [redacted] and I believe she told him that he was the only person who made any sense. Thus, we settled on charging Ms. [redacted] for her use of her hotel room for just that one night and all other charges were refunded. I thought this case was closed but apparently Ms. [redacted] is still not satisfied and I'm afraid there's nothing more we can do. We believe we have conducted ourselves in a fair, equitable and ethical manner and we kindly ask for your understanding. Thank you very much for listening to our side of the story.-[redacted]Expo Inn & Suites