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Quality Inn & Suites

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Quality Inn & Suites Reviews (134)

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.]This is still unresolved.  Regardless of new management I still require monetary restitution from the establishment.  This is unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this...

response because:He sent me a generic email and never stated why the smoking room was not available and it was his desk clerk that told me that this happens all the time when people make a reservation online.  The email stated that I had given him a pore review through an online serve which I did not do I called and filed a complaint with cooperate. The reservation was made though the company website and not a third party.
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:When I spoke with the front desk manager, and took him downstairs to show him the mold, he explained that he was unaware of this damage and he needed to address this with the owner. A second employee came with us, but did not give his name. This gentleman was in an office to the left as you pass the dining area. Once reaching the hall with the elevator. Turn left and the office was to the right . The damage to the tiles and carpet would not be fixed by simply replacing items. That would simply cover the damage, and remediate the damage. Also, the front desk stated that I was the only party at the hotel. Booked rooms does mean that people stayed at the facility. In my opinion, the township should inspect the facility for the safety of future guests. I am shocked that a business owner of his experience would ask someone to move to another room, especially after the patron stated he has 2 children with severe breathing issues. Mold can be deadly, but yet he was only concerned about keeping my cash. At this point, the money is not even an issue, it is a public safety issue. 
Also, Mr. Patel has yet to even try and contact me, and as far as I am concerned, that is probably a good thing because trying to resolve this seems to be a waste of my valuable time. I would much rather have a health inspector visit his facility. If they state that the facility is clean, I will stop pursuing this issue. However, he has yet to follow up on even a simple phone call, so I find it hard to believe he can fix this problem in his building. This just my opinion.
 
Regards,
[redacted]

--------- Forwarded message ----------From: General Manager PA372 <[redacted]>Date: Wed, Feb 11, 2015 at 10:30 AMSubject: Resending the CopyTo: [redacted] 
 
Hi  [redacted],
 
We are re sending this attachments copy . Please find the attachments.
 
 
Thanks & Regards
Kiran
Assistant Manager
Quality Inn and Suites,
[redacted]
Tel:[redacted]1,Fax:[redacted]0

Complaint: [redacted]
I am rejecting this response because:Although the business was accommodating in two things does not make it right for a person to sleep in a bug filled room. On another note it does not matter what bug company you have if there is a 2 inch gap under the door allowing all creatures from the outside into your room. Had I not already paid in advance I would have stayed elsewhere. Also it fails to mention the verbal aggression and hostility toward me as a consumer for verbalizing my opinion on their website. I do not feel business should be conducted in this manner at all. I did not receive a single email as stated previously in [redacted]s response. 
Regards,
[redacted]

Thank you very much for letting us explain our scenario about [redacted]’s...

circumstances. [redacted] has been staying with us in a few days a week basis from months ago. As a regular customer Quality Inn provides discounted rate to [redacted]’s stay, Company - called [redacted] makes his reservations and pays with a company credit card with our fax credit card authorization systems. I have contacted [redacted], a lady who is responsible for reservations needs of [redacted], and she is totally unaware of this situation. Her contact number is ###-###-####.
We have attempted to contact [redacted] and discuss with this issue; he doesn’t want to talk to us. Our understanding is every reservation of [redacted] is already set with [redacted]. If [redacted] leaves a day early without notifying us, we have no way of knowing that he left or if leaves our property Way after check-out times, then every lodging entity impose charges for the following night as well. Still we wanted to pin down the problem that caused him to write a complaint about us to Revdex.com. Just wanted to confirm with you that as we have stood genuinely in lodging business for last 20 years, each and every complains that is heard from our valued customer, we take it seriously and trying to meet expected goals to improve as per customer needs.
Thank you for giving us an opportunity to write to you.

From: [redacted]  Sent: Sunday, September 10, 2017 6:03 AM Subject: Re: You have a new message from the Revdex.comHi I spoke with choices hotel head office, and they are refunding my money, even though the hotel itself wouldn't honor their promise the head office did, so there is no need to...

proceed with the complaintthanks

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I was credited back 15% with no contact from business.  Owner has never bothered to contact me in regards to this issue.  I have been in contact with choice hotels international in regards to this issue.  I have no other means to move the night we checked in in or we would have moved to a different hotel.  Front desk work refused to refund my money within one hour of being there.
 Was told by front desk clerk that I would have to stay the night and speak to manager/owner the next morning.  The next morning the manager/owner never bothered to come in to the hotel.  Left three messages all on returned.
 But owner/manager thinks that crediting 15% is good enough for "Cheap Americas".[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

3/11/16Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me. 
Please mail the refund check for $207.00 to me at the following address:[redacted]Tyler, TX 75704
Regards,
[redacted]

August 9, 2016 Dear Revdex.com: I received your letter dated Wednesday, August 3, 2016, regarding a statement who received an anonymous letter regarding racist comments she allegedly made.  When I originally spoke with her I was not aware of the content of the letter...

or even what had transpired.  After investigating the situation I have since received a copy of the letter and was thoroughly embarrassed by what I read.  I contacted the guest on August 8th, 2016 and have apologized for the actions of my staff.I have not only reimbursed the guest the $278.00 she was asking for, but have credited her credit card for the entire stay that weekend in the amount of $334.00.I know this does not “fix” the issue; I am in the process of making sure every guest issue in the future will be handled by management.  As I said earlier, I am completely embarrassed by this situation and I hope to be able to serve this guest in the future. Sincerely; Randy *. N[redacted], [redacted]General ManagerQuality Inn & Suites1400 S. 348th STFederal Way, WA 98003253.835.4141 253.835.4157 (fax)

I'm concerned about the complaint one of our guests lodged regarding the mold on ceiling tiles. I'm writing to thank you for taking time to bring this to my attention. We accommodate many guests each evening and strive to make their stay a satisfied one. The principle goal of our hotel is to provide...

dependable service to all of our guests. Consequently it is disappointing to learn that one of our guests is unhappy. I apologize for the inconvenience caused.We would like to bring to your notice that it was our mistake that we didn't observe the mold in the lower level walkway of the building. We have four floor Building, There were few parts of the tile which were affected by the mold on lower level walkway and our worker were assigned to work on it and this got fixed, we have Fitness centre and Indoor pool in lower level ..Many guests stayed at the hotel and didn't had any issues about it. We had all our guest happily stayed that night. As this reservation was made through an agency it could be a big challenge making a refund because the payment wasn't paid to the hotel directly but was made to the agency. We offered rooms in the top floors but the guest refused to accept and guest decided to leave the Hotel. We try to help this guest multiple ways. We would like to offer 50% discount of rack rate on their next stay at our hotel when they book it directly with us.Thank You,

When the guest checked out, housekeeping to head housekeeper that items were missing from room. The room was inspected by head housekeeper and guest was charged for the replacement of missing items. Guest has called and talked to manager and I did explain to guest reason for charges. Guest also...

called the property and told front desk person manager said it was ok to refund money back to them. Which was a false statement the guest made to front desk person. The charges will stay as is.Management
1/8/2016

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.
I am still essentially being charged $190 for nothing. Mr. [redacted] rendered no services and the Quality Inn and Suites, he operates is not a charity. I do not consider this matter closed and will pursue other ways to resolve this issue.
Also, the 60 day cancellation is completely ludicrous. The Quality Inn and Suites in [redacted] and [redacted] have a 14 day and day of cancellation policies, respectively, for the same "race" weekend. I have never heard of a hotel with a 60 day cancellation policy. People quit jobs, move out of apartments, and sell houses in far less time.
Regards,
[redacted]

To whom it may concern,We have received a letter in regards to a complaint filed by Ms. [redacted] ID #[redacted]. I verymuch do apologize in the way this matter was taken care of and the customer service quality that wasprovided to Ms. [redacted]. Looking further into the matter of these concerns,...

I did find that the releasewas done on the 7th of April and the customer service provided during the remainder of that time wasfar below our standards. I do want to let you know that this is not how we conduct our business. Wehave taken actions, to further train our staff in the proper customer service guidelines and releasing ofguest holds. I would also like to let Ms. [redacted] know that the employee in questions is no longer partof the Quality Inn team.Please feel free to reach out to me with any questions or concerns, as it would be my pleasure to help inany way that I can.

Very upset! Groomer who cut my dogs hair, cut his little leg and didn't say a thing to us when we pick him up should have knowen something was off about this dog groomer not going to give name but very unkempt looking and going on about the border crosser when I was there ’ there was another upset customer there. Won't go there again

Dear Revdex.com,                                                                               10/24/2016
I...

have received complaint ID [redacted]. The customer is indicating that his concern is over how thepoints system that Choice Hotels International offers and the service issues they have experienced whencalling the Choice Hotels International Choice Privileges center. The advertising, awarding, executionand guest service to this program are not a local level program, as each hotel is independently ownedand operated. The program is offered to guests from a Franchisor level by Choice Hotels Internationaland all guest resolution for the guest is handled at their level. This is not anything that is in the control ofthe hotel nor has the complaint reflected any negative service or lack of service at the hotel.
The correct contact for this complaint would be:
Choice Hotels Loyalty Operations1 Choice Hotels CircleRockville, MD 20850Choice Privileges [redacted]
Thank you for your assistance with this matter and certainly feel free to contact me with any furtherquestions or if I can help you at all.
Jason F[redacted]General Manager

What we found it we give them after that I can't do anything. Thank you.

This hotel has bed bugs. They are aware of the bugs and continue to put guest (including small children who were bitten) in rooms. The towels and showers are filthy dirty. I asked to changed rooms 3 times. The gentleman working the front desk did the best he could to accommodate us; however, every room had the same issues. There is black mold growing through the walls, there are stains as well as foreign substances on the carpet. The stairwells are not carpeted. There are yellow stains and cigarette burns on the sheets. The mattresses are cut open in what appears to be an attempt to look for bugs. The carpet in the rooms is also soaking wet from the AC condensation with an electrical plug 2 inches from the wet carpet. We Called the Indiana State Health Department to complete a formal investigation.

as of 4/28/2016 this issue has been resolvedthank you

Thank you for your concern and taking the time to go through Revdex.com to reach out to us in the matter of your reservation. It's unfortunate that you were not able to discuss the matter over the phone when we contacted you on 12/10/15; as per your request we are responding through...

Revdex.com.Regarding the consumers reservation that was made for 3 nights checking in on 10/22/15. This reservation was billed for the full amount under our Advanced Purchase rate and was charged as a No Show. The reservation was booked through the ChoiceHotels website where the consumer is responsible for correctly and accurately filling out all information pertaining to the reservation, payment and contact information.Unfortunately when guests miss their reservations, we do have to charge them the cost of not showing up for the room that they booked. In this particular case, the guest booked a room for 3 nights when we were high occupancy which took a room out of inventory and prevented another guest from booking that room. The customer is responsible for filling out information correctly when making their reservation; regrettably in this situation the guest did not, and made no attempt to contact to confirm with us. There are many ways of confirming the details of your reservation, and on the same website that was used to book, you can look up 'my reservations'. In addition is ChoiceHotels customer scrvice online and direct phone number, or the reservations department. As well the Hotel is available directly via phone or email.In regards to the consumers specific concerns:All reservations are sent an automated email confirmation when they are booked. Thc guest says that he did not receive an email confirmation for his reservation as the email that was given at the time of booking was “”(@msn.con, which presumably looks like the guest made a typo which should have been ".com'. There is a confirmation page at the end of the booking page that confirms the details of the rescrvation, which even if the guest did not receive an email, confirms that the reservation has been booked.Under the Advanced Purchase rate we are able to offer our largest discounted price to guests for booking ahead of time under a nonrefundable guarantee. Guests are made aware at the time of booking that under this rate there is no modifications and the full cost of the room will be charged before arrival, typically within 24–48 hours of booking and that they are responsible for the full cost of the room in case of cancellation.The ChoiceHotels website automatically attempts at the completion of booking to charge the consumers card. The guest's card did not have enough funds at that time and declined this automatcd charge. The reservation is still valid when this happens and all Advanced Purchase reservations are fully due. If they have not been charged already, our Hotel processes reservation charges manually the day before arrival, which is what happened and does not in any way merit a free cancellation nor is in breach of policy.In the case of a chargeback, which the guest has initiated, upon notification from the bank the merchant processor will withdraw the funds in contention until the dispute is resolved. We at the hotel do not refund thc amount of the room, and this procedure in no way is an admittance to anything other than a chargeback dispute claim in process that we will go into arbitration for. The reservation did not fall through a crack, it was processcd the way it should be. All evidences have been submitted for arbitration and are available upon request.The claim that the consumer assumed the reservation was not made because there was no email confirmation is due to their email mistake, and dismisses the confirmation details page of completion. The fact that they did not have enough money on their card that resulted in a decline at the time of booking does not mean they are not responsible for the reservation. The guest has made no attempt at contacting us, and declined to speak when we called directly,We try our best to work with guests to accommodate situations. In this instance, the guest made false assumptions based on mistaken information that resulted in us holding a room at expense. The rate that was booked was our best discount and the guest was fully aware of the disclosures when booking. Many families come to vacation at [redacted] and visit us and often times we are fully booked, which holds us responsible for guaranteeing each room. Although it's never a desired outcome, No Show charges are a cost for to stay open and keep performing at the standard we strive to give our guests.Quality Inn & Suites Anaheim at the Park

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Address: 6860 Horseshoe Bnd, Bismarck, North Dakota, United States, 58503-9162

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