Quality Inn and Suites

Review: tried to book a room on their web site and when I get conformation of booking it is for 2 rooms and their are both smoking was suppose to be 1 non smoking room tried to call and get them to fix the problem within min of seeing that their booked the wrong room. their site never asked to confirm purchass or anything just took my infomand books wrong room and then they wont help with the problem. spent hours on the phone just getting the run around at this point I want nothing to do with this establishment and just want to cancel my reservation and my money backDesired Settlement: have no intension of staying at a place that would treat me this bad before I even show up so I want my reservation canceled and my credit card refunded

Business

Response:

Good afternoon, we received letter in mail today regarding guest [redacted]. Whenever we receive his call we already changed room to non smoking from smoking. ?Unfortunately this prepaid reservation is non cancelable. If you cancel than you don't get anything back and when somebody book, they know that they loose money if they don't show up. We already involved management to cancel one of room and now guest has to understand we can't do anything more in this. I already talked to guest and tell him the situation. Best we can do is just change the date of reservation.Thanks

Review: We stayed at the Rodeway Inn and Suites 10/9-10/11/15. We requested that we pay in cash. Manager stated card needed to be on file to charge if damages occurred. Metal frame on pull out couch was broken not allowing mattress to be supported. Manager took husband to another room and it was broken as well. Brought only one rollaway bed when asked for two. Received 2nd one on second night. Other two kids attempted to use ice chest to hold end of metal frame up. Ended up pulling mattress to floor. It had huge brown stain, turned it over to sleep on. Cockroach under bed frame. Dead bugs in AC where cover was missing. Lizard in master bedroom on wall. Dirty bottle behind pillows in master bedroom. Indicating sheets not being washed since last occupants. Pictures to prove it all. Multiple requests for towels,washclothes, sheets with slow delivery and only small quantities with 5 people needing to shower and sleep. Breakfast being put up before scheduled time. Running out of breakfast items. Attempted to have addressed with manager on location without success. Attempted to deal with corporate office who gave them 72 hrs to respond. Only response they received was that we did not complain. Corporate office offered one night refund. Suggested we contact bank. Bank started charge back claim. Awaiting final determination.Desired Settlement: I am requesting that I receive a complete refund for our services. I had pictures to prove the things that I claim. My bank is attempting to resolve this matter. If it can not be resolved by my bank, then I am requesting that the Revdex.com rule in my favor.

Consumer

Response:

At this time, I have not been contacted by Quality Inn And Suites regarding complaint ID 10928859.

Regards,

Review: This hotel had a written contract to provide me and my guests with a specific room rate for a wedding. This contract also included use of a van that they have at their hotel. Upon arrival we were denied use to the agreed upon van unless we paid 125.00 per day. The bride decided against this. We however talked with the [redacted] on the third day at the hotel and paid 50.00 for one day which was the best he would do still violating the contract. We also paid more money than the online rate which is ridiculous. On our 2nd day in the hotel I decided to get the bride a suite. The hot tub had green slime on it and the jets fell off. The room was an addition 48.00 per night and the [redacted] said that he waved the charge to move rooms after 3pm. We moved to a expensive suite and he wanted us to be greatful he did not charge us a move fee when we paid a higher rate for a broken room. I have called him multiple times and received 0 resolution with a simple email stating he has done what he could. This ungreatful [redacted] caused stress on a wedding weekend to a bride that was his only guests. Seriously the hotel may have had 3 other rooms rented, max!Desired Settlement: At this time I am asking to simple receive back 146.00 for the room rate difference and van costs. I should seek more due to the fact we had to use another van for 2 days. Thank you.

Business

Response:

To Whom It May Concern:

I would like to forward you all correspondence regarding this case. I have addressed many of the issues with the guest directly. There are several discrepencies with the guest. The guest initially claimed that no one in Management spoke to him. When it was addressed that he spoke to [redacted] on the Evening of Friday 10/11/13 @ 6:35pm; [redacted] indicated that he will move his entire group if need be if he did not get what he wanted. It is also then that he was notified that we do our best to please him. Normally, the fee for rental is $125.00/day; we will charge him $50.00/day and associated paperwork. That was the day of arrival therefore he did speak to management and made his decision whether he wanted to continue to stay with us or move his group.

As for the rate, regardless what is published on the internet or any other venue; the hotel had a negotiated rate agreed by both parties at the time of booking. Even then, the group deviated from the negogiated rate which if they followed hotel protocol; they were allowed to do so.

As for the Jacuzzi Suite, [redacted] himself acknowledges that he moved to a expensive suite and the resided in the suite for 2 nights. There is a clear notification that any questions regarding the color of water due to lighting and possible water testing would need to be addressed immediately. If there was slime, I would think that would require immediate attention but the guest did not notify of any complaints after he left the building requesting compensation.

I have included the group contract, signage, and all correspondence with the guest for your review and editing. I am sorry that the guest feels we are ungreatful but we did everything in our ability to satisfy this guest during the entire stay.

Phone: [redacted]

Fax: [redacted]

Email: [redacted]

I looked at the list provided and according to the negotiated group rate -ONLY 7 rooms were taken at the negotiated group rate. The other 7 rooms were booked via online or thru the CRS (Central Reservation system). At this point, we have given leniency by offering the van at OVER half off and by NOT charging you a full nights rent when you were changing rooms (212 moved to 230) AFTER 2:00 PM. Also, there is signage in the room that states if you have ANY issues with the Jacuzzi, let us know immediately to resolve the issue. Water discoloration will appear due to lighting & mirrors on All sides of the wall. Water supply within the hotel is through 1 piping therefore it would affect all rooms should there have been a real issue with water. Jets and Knobs were tested by [redacted] as well as Front Desk to make sure what the issue could be.

We have addressed all of your issues via email correspondence. There is nothing further we can do regarding this stay except to provide any documentation you may require for your records.

Final message received by [redacted] after he called the corporate offices. They notified him that since it was a contract between the hotel and him, the discretion is up to the hotel. We have addressed all issues with the guest to the best of our ability and unfortunately nothing further compensation can be offered.

Review: I made reservations for this hotel because I had to attend a funeral during a time in which driving back home the same day would mean hours in the heaviest traffic of the week. I was traveling with my parents, who are older, and whom I wanted to be comfortable. As I made the reservation I checked the price because it was a Friday night stay and weekends are typically more expensive. I have a tight budget and wanted to make sure that I could afford the higher weekend charge. When I arrived at the hotel after the funeral my reservation could not be found and we discovered I had somehow made it for a previous Monday. I didn't understand how I could have been so careful about the date and have done that. I felt something had gone wrong with the computer program. The hotel was quite empty so I asked them to work with me. The person I was talking to refused. I would have to pay for the night I wasn't there and incur another charge for the night we needed to stay. That was not affordable so I had to go ahead and drive home in heavy traffic with my parents.Desired Settlement: I would like a refund. It was a problem that could have been worked out.

Review: The owner of this business has scammed my husband and I out of $150.00. After staying at this hotel, we checked our bank account and noticed that $150.00 had been charged to us by this Quality Inn & Suites. My husband called to ask why this had happened and the man on the phone said that it was the owner's decision and he didn't know why there was a charge. So the next day my husband called again to speak with the owner, and in return got terrible customer service. He was told that the $150.00 was charged because we had signed a paper saying that there would be $50.00 charged for each additional person in the room (there was only allowed 2 people in the room), and that we had had 5 people. My husband told the owner that we did not have 5 people and was not even notified that this charge was to be posted to the account. My husband asked to be sent the paper that he signed saying that he would be charged $50.00 for each additional person, and the owner told him no. The owner said that his employee told him he saw 5 people in the room and that his word was good enough proof. He told my husband that he would not be refunding the charge and hung up on him. In the past weeks I have noticed on the popular site, Yelp.com, that there are a total of 3 reviews from the recent past, and they all discuss something similar. Each of these reviews says that they have been charged money on their accounts for something that they did not approve, and that they did not deserve. I have called my bank to dispute this charge, they are under investigation but I found it interesting that they said that this $150.00 is marked saying that we were there for the charge and approved it. This is definitely not the case, and is not deserved.Desired Settlement: A full refund of the $150.00 is required. Would also appreciate at least 50% of the total from the room charge of $400.00. This company is undeserving of our money because of the stress from scams they have put us through.

Business

Response:

Dear [redacted]:

Thank you for the opportunity to respond to this complaint received regarding our hotel. As you are aware, there are always two sides to a story. As verified by the complaint, Mr. & Mrs.[redacted] did have a guaranteed reservation for our hotel for arrival on December 30, 2013 for two nights stay. They had booked the smallest room at the hotel with one queen bed for two people only. When they came to check-in, we informed that we had restirct policy statement that we were having everyone staying over the New Year's period to read, sign and follow over the holiday period. At stated on policy statement, they agreed to adhere to our policies. They stated that only 2 people were going to stay in the room and that they understood that the hotel had a 11:00 PM curfew and that no visitors were allowed after 11:00 PM in their rented room. They were also made aware that there was going to be a $150.00/Day charge if they violated this policy and visitors were found in their room after 11:00 PM. They agreed to these terms, provided their credit card to imprint on the statement and authorized the hotel to take a $150.00 authorization charge on their credit card. All of this was clearly explained and disclosed prior to Mr. & Mrs. [redacted] getting thier room keys. Mr. & Mrs. [redacted] rented Room 237 for two nights at our hotel.

On the night of December 31, 2013, hotel staff observed 5 people going into Room 237 around 1:00-2:00 AM. Hotel staff confronted Mr. [redacted] that it was past 11:00 PM and that visitors were not allowed in his room and that he was in violation of the hotel policy statement. Mr. [redacted] stated that the people were locked out of their room somewhere else and that they were going to spend the night in the room. Our hotel staff informed them that they should get another room, because the room they had rented could only accommodate 2 people. According to the hotel staff, Mr. [redacted] stated that it would be cheaper to pay the $150.00 then to get a scond hotel room. Hotel staff informed them that because they are violating the hotel policy they signed, they will not be getting any refund on the $150.00 that was already charged at check-in. Please be informed that all five people stayed in the room overnight and were observed leaving the hotel room next morning.

On the morning of January 1, 2014, we waited for either Mr. or Mrs. [redacted] to stop by the hotel lobby to check out of the room and to discuss this matter. We assumed they would stop by the hotel lobby to resolve the $150.00 charge. However, they neglected to stop by the hotel lobby to check-out and simply drove away.

As stated in the complaint, Mr. [redacted] did call the hotel and spoke with me regarding the matter. I clearly informed him of the above. He stated that they were not five people in the room overnight, but rather only four people. I explained to him that regardless of whether there were four or five people, he still had more people then he stated and signed the hotel policy statement and the fact that he validated that there were more then two people that did stay the night in his rented room, validates our point that no refund is warranted. He argued about the policy and was informed that he was fully aware of it and that he had signed it at check-in. The signed hotel policy statement along with the room folio is available for review and reference at the hotel.

Based upon Mr. [redacted]' admission that there were more then two people in his rented room overnight, there is no reason for a refund. Mr. & Mrs. [redacted] are fully aware of what they agreed to and were fully aware of the penalty for any violation. They decided to let their friends stay in their rented room and got caught. Please inform them that no refund is warranted or will be given. In the future, if you do not agree with the hotel policies, please make it clear upfront prior to signing and renting the room.

I hope I have explained the actual facts as they had occurred. Thank you for the opportunity to hear our side of the story. If you should have any questions or require additional information, please contact me at the hotel at ###-###-####.

Sincerely,

General Manager

Quality Inn & Suites

Consumer

Response:

Review: [redacted]7

I am rejecting this response because: I firmly believe that we have been unfairly charged and that this business needs to be investigated.

Review: My husband and I spent the night at the Quality Inn on July 5 & 6. When we got there we noticed water extremely hot, so we were very careful about it. My husband went to the office on Sat and asked them about it. They said someone had been in bldg 3 on Sat so my husband said I will check when I go to my room. Still hot. My husband called 2 or 3 times and got no answer. So we let it go. Got up took shower on Sunday am. Tried to cut water off and would not. My husband said get it. Water started pouring through shower head and side of wall at sink. I was charging my phone there. Steam started pouring into room and water flooded floor. Finally the on-site manager came. She said they would replace my phone. Got phone call from Mr. Patel said he was manager of Econo Lodge in Garner. He needed proof that my phone was dead. We went to Apple Store at Southpoint. They did report saying my phone was dead and could not be repaired. They sent me email. Mr. Patel had given my husband his email address. I sent that night. Have not heard from him since. I have talked to manager in Pilot Mtn. She said he said it had been mailed. This is Monday, July 15 6pm. Have not received. Made several calls to him and no reponse. Call the Econo Lodge in Garner today and lady said he would not be back to work until Sunday. I told Mr. Patel on the phone messages that one call from him would have eliminated all of this. his number is ###-###-#### I cannot give you my cell number for daytime since I do not have it.Desired Settlement: I want my replacement phone. It was an Iphone 4.

Review: We stayed at the hotel on Friday March 8 through sunday march 10. We also had a friend join us in a second room on saturday night. The hotel front desk staff were very professional. The restaurant was sub par. Friday night the hotel was full of wrestlers and swimmers and they were noisy. 2 times during our stay we had maintenance come to our room to tell us we were leaking into the room below. Tried to use the pool on Saturday evening but they booked out the room for a party for three hours and it was full of small children running all over. Our friends were originally told they could early check in at 1, but upon arrival were told they had to wait until 3, it was almost 5 before they could because housekeeping was short staffed. Our room wasnt even cleaned because they didnt have time. Sunday the breakfast room lady,[redacted], was rude and dirty. she was viewed pushing down the trash and then going to the food, we asked her to wash hands and she denied doing this even though 4 adults saw this. she was in hurry to get ready for next group they rented the breakfast room out to. when checking out I was looking to make sure I did not leave anything behind and found windows full of dead flies, even on the floor under drapes... under bed had trash. we filled out comment card and talked to front desk and they assured us that [redacted] the owner/manager would call us, I have called 3 times, I have emailed corporate and nothing from them. I will never stay at their chain again if this is the stay I will be getting.Desired Settlement: at the bare minumum I would like our money back. $161.48 I have lost faith in the chain

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Quality Inn and Suites regarding complaint ID [redacted]

Regards,