Quality Inn - Christiansburg

Review: Well we have stayed at this location before and we were very happy with the value and price. we got a down stairs room with mircrowave and fridge, and it was very clean. so when we planned our return trip we planned to stay the night at this location. actually it was only my wife and kids who stayed there. my wife complained first about the price increase for a weekday travel, and dissatisfied that they made her travel to back of the building and upstairs for a room, and it was only her and two kids. and it is very difficult to be traveling with two kids and then inconvenience her by putting her upstairs. secondly the room had no refrigerator or microwave. and there were multiple stink bugs infesting the room. we have pictures. there was also no wifi. this stay was very inconvenient and undesirable. we will not be planning on coming back here.Desired Settlement: we want a refund for a horrible experience.

Business

Response:

Customer's wife used a travel coupon for a very low rate. The coupon specifically states that the price is for a single queen room (which does not have a microwave and refrigerator). The coupon also states that for an additional $5.00, the guest can upgrade to a larger room which has a microwave and refrigerator. Customer chose not to upgrade her room. We are a two story facility with stairs and no elevator. Customer knew this from their prior stay. At the time of their arrival, there were no single queen rooms available on the first floor. Guest did not exercise their option to upgrade to a larger room on the first floor, nor did they let the front desk agent know that they preferred a first floor room.

We have routine pest control but as anyone from this area knows, stink bugs have been a problem. The doors to the guests' rooms open directly to the outside, so it is possible that even with the best pest control program, stink bugs can still get inside a room. Customer's description of "infesting" is an exaggeration. The hotel does have wifi in every guest room. There is no indication that customer made the front desk agent aware of any problem they were having with logging onto the wifi, nor did they call the 24/7 customer support toll free number which is located in each guest's room.

Choice Hotels International has a "Commitment to Satisfaction" policy which states that if a guest has any problem with their room they should let the staff know immediately so that we can correct the problem. Customer did not advise staff of any problem with their room, and chose a room without a refrigerator and microwave rather than upgrading to a larger room with these amenities. A refund is not warranted in this case.

Respectfully,

David Smith General Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.So much for complete satisfaction. My wife did make a complaint and no response. You will definitely lose our business. It's just funny that our first stay had two full beds microwave and refrigerator at a lower price and my wife got stiffed when she came in by herself with two kids. So much for taking care of your customers.

Regards,

Business

Response:

I received your correspondence dated 12/30/13, regarding Mr. [redacted]'s dissatisfaction with my resolution of his complaint referenced above. It is possible that Mr. [redacted] may have previously gotten a room with two double beds at the coupon rate of $59.99 prior to November 1, 2013. Effective November 1, 2013, the coupon rate of $59.99 specifies that is it only good for a single queen room. The coupon further states that for an additional $5.00, the consumer can get either a king room or a room with two double beds.

On the night in question, the consumer's wife was traveling with two children and brought in a coupon for the single queen room at the rate of $59.99. We have 4 of these rooms on the first floor and 10 on the second floor. All of the first floor rooms were already occupied. Apparently the consumer's wife did not think it was worth an extra $5.00 to (1) get a king or double-double room on the first floor, or (2) get a room where she and her two children would not have to share one bed. This is the choice that the consumer must make, and she made the choice to stay in a single queen room on the second floor for the price of $59.99. She got exactly what she had asked for at the price specified on the coupon, and therefore, no reimbursement is warranted.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is completely ridiculous and you should not be renting out rooms that are filthy. Infested with Stink Bugs. The only reason we had high standards is because of our first stay there with a coupon where we had a really nice room with a refrigerator and microwave.. there was no additional charge. And it was not in the back building second floor. But now this time you all are charging more with even less amenities. You can guarantee we will not be recommending this place.

Regards a Dis-satisfied customer. We will be talking with Corporate.