Quality Inn & Suites

From: [redacted]<[redacted].com>Date: Mon, Jun 6, 2016 at 10:49 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>This is the first email or contact I have received from the Revdex.com on this complaint.

Revdex.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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:so for starters a housekeeper never stepped foot in our room to clean , and she seemed like a nice lady so that is very odd on the speculations they are coming up with. that monday morning nor me or my fiancé  were there until about 11 o clock , we see the housekeeper down the hall he takes her our old towels and gets new ones. after that my fiancé goes back to the hotel room to take a shower . I leave at around 12 o clock to go to work . what I heard from the front desk lady by the name of sandy was that her manager saw smoke coming out the room , something crazy . the manager goes and opens the door but peaks her head through the door only to be startled that there was somebody in the room. she peaked around the room and asked if the room was booked for another night and my fiancé  told her yes. she left the room and from what the lady sandy had told me over the phone was that the manager had seen smoke etc . so sandy tells me the manager sends her to go and kick them out the room . I asked sandy if the room really had smoke in there like she said and she didn't even know what to say she was just like "well yeah but no the room smelled like marijuana. so let me clarify that part because they just jumped to conclusions and kicked my fiancé out in less than 30 minutes from the time I had left. smoking is aloud outside away from the facility . if you smoke a cigarette outside and go back to your room the smell will still linger on your clothes . that is all they can say about my fiancé because yes he smokes marijuana but it is legal in the state of washington. and no he did not smoke in the room. I'm so confused on how is it that out of all the days we have stayed at that hotel just that day they want to do something funny and kick us out in such a bad manner. I wouldn't be contacting Revdex.com if I didn't feel like this was unfair, because I am very upset with the way they handled things . who would want to get charged $200 for no reason. Sincerely,[redacted]

We give 15% of price. She took it and stay all day.
Note: It pool Down than we can help it If thay want pnff. Heater out. pool service guy come and fix it on Monday. Sorry It's Machine we can't do it. After than I rent All rooms she been. No problem with any guest A/C or anything.

I stayed at this hotel on 4/29/16 for a few hours and found bed bugs. I called the front desk and they gave me a new room in a different part of the hotel. After entering the new room and checking the blankets I found a dead bed bug. The front desk was surprised by my findings, but I took a picture of the bug. I had to find a new hotel that same night. My family and I left the hotel with a few bites and I had to throw away the clothing I had brought with me. I made a complain to the front desk and they claimed to had made a note for the manager. I have yet to see a refund on my card or a call from the manager.

I am writing from a Quality Inn & Suites in Dauerville, PA.  We are separately owned hotels with same franchise.  This guest did not stay in my hotel.  This was for a hotel in Amarillo Texas.  Please remove this from my business.  Thank...

you,Cailonnie H[redacted], GM

Dear [redacted],   Thank you for taking the time to bring your concerns regarding your December expereince at our property to our attention. We value your patronage and certainly want to know if you are dissatisified in any way.   Please accept our sincere apologies for any inconveniences during your stay. We strive for perfection in our hotel rooms and service, and the comfort of our guests is a top priority.   I would like to assure you that the concerns you've raised have been addressed and the appropriate action has been taken. unfortunately, service was rendered and there will be no adjustment made regarding your past stay. As we notified you of checking out of the property and full refund when issues arrived, but you stayed the full length of stay.in   Again, I want to thank you for taking the time to share your concerns with us.   We look forward to serving your future loding needs.   Sincerly,     [redacted] - [redacted]

From: David H[redacted]<[redacted]@ecapitol.com>Date: Wed, Jan 18, 2017 at 5:17 PMSubject: Your Customer's Consumer Complaint # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@ecapitol.com>Good Afternoon [redacted]’s concerns with...

hes vehicle began on 11/8/2016. Due to the misunderstanding over the repair/quote to perform any work his credit card was credited back the entire amount of the parts and labor to provide a new door handle. Thanks for your follow up and concern. Please let me know if you have any questions. David H[redacted]Customer Relations ManagerCapitol Cadillac/ Buick/ GMC6500 Capitol DriveGreenbelt, Maryland 20740[redacted]

Quality Inn and Suites[redacted]
[redacted]RE: Complaint ID # [redacted]To,Whomever it may Concern,I am writing this letter in regards to the complaint received from guest [redacted]. The Guest had a reservation for 2 nights at our hotel. The Check in time at out hotel is at 3pm....

The guest requested an early check in of 7am which is almost unheard of without any extra charges. She complained that the toilet did not flush. We sent a maintenance repair in the room and fixed the problem right away. Check out time at our hotel is at 11am. We do have options if guests want to check out later than the checkout time. These options are available to choice privileges members if we are not very busy or if we don't have reservations coming in the same rooms. Due to high occupancy we were unable to offer her late checkout on the day of her stay. If our services were bad, we could have easily told the guest to come back at 3pm, which is the check in time, if we wanted to cause inconvenience to the guest. We have Terminix as out pest control service provider and we get all our rooms as well as our property treated for bugs. We pride ourselves in excellent customer services and that is the reason it hurts us when guests don't appreciate the extra step the staff takes to make them comfortable. Our rooms are clean and our staff is well trained to provide excellent customer service. The guest was also offered an apology twice through email through choice reviews. The guest did stay at out hotel for 2 nights and we will not consider a refund for the guest. Thank you[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.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. 
Regards,
[redacted]

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

because: In your response from the hotel, they said that they had reviewed the tape and they had given me the correct dollar amount. What they did not check to listen to was to see if I had said, "is that all"?.  I understood that the room was one price for Friday night and another for Saturday night, but the amount they gave me did not add up to $300 and the did not tell me tax was not included.  Another point is I did not have enough money on my card to pay the whole bill.  I thought my pay would go through and it did not.  So, I paid $175 on my debit card that night.  The next day after I called choice hotels to complain, my husband gave in and gave the a gift card to cover another part of the bill.  The desk clerk could not run the card the right way and it kept getting declined, he said. He told me that he was able to credit my card only $70 leaving me to pay $55 and I just had $60 left of cash.  After paying the clerk, I went to my room and looked up the balance of the Visa card that I gave him, it showed that he had taken $97 dollars and not $70!  I went back downstairs and showed him that the card credited $97 dollars and he owed me $38 dollars back.  He said that his boss would have to look at it on Monday and said that the visa card made the mistake and not him.  To date, I have not received my refund of $28 dollars cash or check.  Also I told them that he pool was really dirty with body sm along the inside of the pool.  I took pictures and showed the desk clerk. He said that they clean the pool every day.  When I left the next day, the sm was still on the pool. They have young children with autism doing therapy in that pool and they are scratching the sm off with their fingers. That is such a health risk because these kids don't know not to put their fingers in their mouth after scratching that sm off.  Pictures are attached. 
Sincerely,
Jo Wevodau

From: [redacted] Sent: Thursday, June 29, 2017 1:33 PM Subject: Reference ID [redacted]Attached is my Response along with Guest Folio showing refund on my part but the guest will still need to call Priceline to have his card refunded. Response:  To whom it may concern,I am the...

General Manager of Quality Inn & Suites I received the letter sent to me ID of [redacted] I wantthe guest in question to know we take all complaints seriously and I do apologize that he felt the staffdidn't do anything to help the situation. When we have of complaints of dogs barking we usually call theguest to have them come get their animal when we don't receive any response the staff is supposed totake the next step to remedy the problem. As for having no pool towels for them and the AC issues Ihave talked this over with my staff who was on at the time and it will not be happening again. I wouldlike to refund the guest his full stay but he booked through a third party and in order to have his stayrefunded he would need to reach out to them at [redacted] with Reservation number [redacted]. Ihave tried to call the Third Party to have it refunded but since it is the guest card they need to cal l them.The Third Party will call me to confirm that we will issue a refund to their Merchant Card after they getthe permission then they will issue the refund. Again I do apologize for his stay and the issues heencountered and us not doing anything to remedy any of it. Sincerely [redacted]General ManagerQuality Inn & Suites1910 Fillmore Street NorthTwin Falls, ID 83301[redacted]@safarihospitality.com 208-734-7494 Phone208-735-9428 Fax[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The hotel chain claims a typo was made in regards to my email. I find that hard to believe considering you have to enter the email twice to confirm its corrects. As a third party reservation they acknowledge the charge should have been made within 24-48 hours of booking. If the card did not clear the charge they should have called to inform me. When they billed the reservation was made and there were no funds, why wouldn't they call yo ask about the failed charge. They didn't because no charge was made until 10/21/15, well beyond the 24-48 hours of booking. The hotel and their 3rd party booking agent, clearly made no effort to contact me for anything. On 10/21/15 the charge cleared my bank with no problems even though it pushed me beyond my limit. So had the billed when the reservation was made it would have cleared then slso as the account had a zero balance. Neither the hotel or choice hotels offer any proof that a incorrect email was used. At some point they must make a effort to verify information. If the card did not clear, why didn't they call to request a new card. Did they assume they would just keep billing until the charge went through. As a result of no contact by either the hotel or choice hotel I assumed the reservation did not go through. Not wanting to be left without a room I booked a room directly through a quality inn hotel. As I did not have much faith with choice hotels as a booking agent. Quality inn claims they cannot make a refund as this was a 3rd party booking, and choice hotels refers all questions to the hotel. If as the quality inn claims that choice hotels was responsible for the reservation charge, then it's clear choice hotels made the mistakes that has brought us to this point. The bottom line is no attempt was made to contact me by anybody to confirm the status of my card no having funds. Since they both failed to make any attempts to get payed within 48 hours this reservation was voided. [redacted]

This response is in regards to the above complaint...

received by your office and forwarded to our Hotel.  We have been dealing with this customer for a while.  This guest made six room reservations for May 16th which was a special event weekend, Purdue Graduation.  The rates were higher than usual and the cancelation policy greater, 30 days.  When the guest made the reservations she secured the reservation with a credit card AND also provided us with an e-mail.  She was given six confirmation numbers by phone AND by e-mail.  When she arrived at the Hotel she said she only made three reservations.  We deal with this type of situation every special event weekend.  This guest was notified of her confirmation numbers by phone and e-mail and when she canceled three rooms at the last minute she was charged as per Hotel policy.  The same policy all Hotels follow.  This is why the credit card company has not authorized a chargeback.  If we had violated good practices they would have charged back these charges.  I am sorry that the guest incurred an expense for rooms they did not use, but I too have had to pay penalty costs when I cancel at the last minute at Hotels.  Any questions regarding this can be directed to this e-mail address.  Thank you, Chris [redacted] GM

Credit had already been issued and guest was advised that bank takes fews days to process the credit.

I am sorry I didnt make your deadline of answering. But, here is my response. That was the week that I had suffered a stroke, so I was not around to handle this situation. Obviously the person left in charge did not handle it well. I am sorry that any of this happened. It is not the way we treat our...

customers at all. I have addressed the staff involved and am doing continued training on customer service. I apologize and wish to thank [redacted] for bringing these things to my attention.

The consumer filled the report to police department and Choice Hotels consumer relationship already. When the front desk handed the money back to the consumer, he was aware of the money. He did not take his money back. We apologized to him but the money transition was done already. There is nothing...

we could do because it is words to against our front desk agent.
Thank you
[redacted]

Guest was charged correctly as quoted with room and tax for Oct 7 and 8, 2016, and was given a receipt of their stay. Guest paid by debit card, gift card and cash. A receipt was provided that shows the room and tax charges and payment.

HI THERE, WE HAVE ALL READY GIVE A ANSWER ABOUT THIS LETTER. [redacted] HAD A BOOK SMOKING ROOM FROM OTHER OTA WHICH WAS SMOKING. AND THAT DAY WE WERE SOLD OUT AND WE DID'T HAVE ANY ROOM . SO WE ARE NOT RESPONSIBLE FOR ANYTING. THANKS MIT D[redacted] GM

Complaint: [redacted]I am rejecting this response because: rates currently advertised on the hotel's website are $85/night. I paid $350 (including tax) for 1 night. Yes, I understand the business can charge whatever they like.  The night I booked the room it was late in the evening and in an emergency situation and other hotels were full.
I am not satisfied with the result but I don't wish to pursue the matter any further.