Quality Inn & Suites

customer was contacted as requested.  The message was never relayed to the main office.  The problem is on the schedule to be resolved.

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.   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]

1. As far as your timely manner and sale team. [redacted] the sales rep 5 stars.
2. The clean-up was one of my biggest concerns, from what I have heard from all of my neighbors.
I was greatly impressed with the fact that your guys placed tarps all around the edge of the building and barricaded off the drive-way. They also ran some kind of magnetic rolling bar!
3. A couple of pieces of paper blew into the neighbor's yard, and my neighbor [redacted] was very pleased that one of your employees, after a hard day’s work knocked on the door to retrieve the debris in her yard. Needless to say she was very appreciative. He couldn't get away from her….. lol
4. Your price was a little higher than the contractor that [redacted] used 5 houses down. I am here to tell you your outfit was well worth the $ 473.00 more I paid. His house leaked the 1st storm, I told him “just think you saved $ 473.00” as me and butterscotch was taking our morning walk. He was moving wet boxes around his garage. Maybe he can fix it with the extra material and trash they left beside his house.


Thanks Again
[redacted] Dog Walker

Revdex.com:
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 made multiple attempts to tell the property manager that there must have been an error made when recording the room number of the room with missing items, because we did not steal any items from the property.  In all of my attempts to explain this to the property manager and ask that they review the charge, they took my phone number and said they would look into the charges and call me back.  They have not called me back any of the 3 times I gave them my number.  
I also did not tell the front desk person that the manager said it was ok to refund the money back to me.  That is a false claim made by the property manager in this case.
When we checked into the hotel, I was the 3rd person in line.  The first person had returned to the front desk because the front desk person had assigned them a room which was already occupied by other guests.  The second person had returned to the front desk because the front desk person had assigned them a room that smelled like smoke, and stated that they asked for a non-smoking room.  Both of these instances show that the property does not have good organization/record keeping policies in place.  I am another victim of this un-organized/miss-recorded information, and firmly attest that there is a mistake in the room number for the missing information, and that the $100 charge as been assigned to the wrong guest.
I am requesting a full refund of the $100.
Regards,
[redacted]

From: [redacted] Sent: Thursday, February 23, 2017 5:36 PMSubject: Quality inn federal wayHi there,My name is [redacted] and I recently made a complaint against a smoking fee with the Quality Inn and Suites in Federal Way.  On Monday the general manager called me and resolved the issue....

 Just wanted to follow up with y'all, so you guys can reach out to businesses who really are doing nasty things.  This hotel isn't one of those businesses.Thanks,[redacted] Sent from my iPhone

We fully refunded all monies even though they stayed one night. We offered to move the guest, which was not acceptable to Ms [redacted]. In additon they had over 8 guest in a room that was reserved for 5, which was the max for the room, they were drunk and disorderly. We had to call [redacted] to have them...

removed from the property due to the disorderly conduct and them running up and down the halls banging on guest room doors and waking other guests up. I had to refund 3 other rooms for the inconvenience of their party waking them up at 11pm.We inspected the room and found nothing as a precaution we placed the room Out of Order. The next day upon further inspection we found one bug and at that point we had already called our exterminator, [redacted]. When the health inspector arrived we inspected the room and surrounding rooms, we found 1 dead and 2 baby bugs. Which he even told me could have been brought in by the [redacted] party. In addition the alligations I hung up on the staff is an outright lie. I was in Flagstaff on Saturday with my family driving thru the mountains and lost service. My staff knows they can call me anytime day or night for any reason and I will answer the phone.As to the statement of knowingly placing someone in an infested room that is a lie as the previous guest had no issues. And we shut down the room as soon as it was reported.  We offered appologies to Ms [redacted] and gave a full refund.[redacted]General ManagerQuality Inn & Suites

Dear [redacted],     On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the...

future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.   Sincerely,   [redacted] Quality Inn & Suites ###-###-####

I have never had such an awful experience in my entire life and I haven't even stepped foot inside! I made a block reservation for my wedding MONTHS ago, and today I received a call from a guest who said that they could not find our block. When I called the hotel Ron from the West Bend location, informed me that "someone" called and cancelled the reservation.
Now being the BRIDE who made the reservation in the first place I was obviously upset and angry. Did I get an "I'm sorry let me try to help fix this"? Absolutely not! I was told Ron would call me back and after all day of him trying to "figure this out" he informed me that the motel across the street had room for me and would probably give me a better price than he had.
Keep in mind this is for my WEDDING! He did not apologize, try to accommodate me in any way and just seemed not to care. I have never been treated this way and cannot believe that a hotel would treat it's customers this way.

[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.  If you and the business...

have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
---
Thanks for all your help. Everything eventually planned out. However, I never received a follow-up call from Quality Inn explaining anything. This is the first time hearing that they over charged me for one nights stay. Anyway, Thanks again!

Customer service to these guys must mean nothing. They were very rude on the phone when I called them asking for an alternator. I called them two days in a row to make sure; the first day if they had the part, and the second day to confirm it was still there. The second day of calling, I could barely understand the man on the phone as if he didn't speak English very well; both times of calling they claim to have the part on the shelf according to the computer, but refused to put their hands on it. I arrived at the store after the second call, and they went back to retrieve the part, however, when returning he said,"I guess we do not have it." I then replied with "you guys didn't go put your hands on it?" The man said, "its a waste of our time to go check for every part." No apologies, no name tag, and turned down a customer. I am highly dissatisfied, and drove roughly an hour, give or take, just for this part that they claimed they had both days of calling.

My husband and I booked a room and stayed at this hotel last Saturday through hotwire. They took my husband's credit card and put a security deposit of $150 on the card, explaining it would be released in a few days. Well, a few days later, the charge had gone through, and we were out an extra $150 beyond the $141 we paid hotwire for the room. When we were finally able to talk to the manager, Jay, a week after staying there, he told us it was hotwire we needed to talk to, as they had released our security deposit to the card number from hotwire (which in itself is obsurd!) Jay was extremely rude, talking over us, then hanging up on me. After talking to hotwire, who also called Jay and said he was extremely rude to them, they said the problem would be fixed and the hotel would be refunding the money. My husband called Jay back to make sure this was correct. Jay was again very rude to my husband, saying it was hotwire's problem and wet should contact them. My husband got upset, so I asked for the phone. As soon as Jay heard my voice, he said, "Oh, I'm not talking to you, you [redacted]! Then hung up on me. After talking to hotwire again (who again called Jay, who just yelled at the hotwire employee), I called the corporate office customer service. They ensured our money had been released today...but in regards to the general manager, Jay, they just said my complaint would be noted and sent TO THE GENERAL MANAGER OF THAT HOTEL...the same man I was complaining about. I am extremely upset that this man is in customer service. He is rude, unprofessional, and incompetent. I have never been called such profanities, especially from a so-called professional. Something needs to be done.

[redacted] [redacted] [redacted]
 [redacted]
I am rejecting this response because: I have decided to take this to another facility that is willing to help me and cares about their customers. They will contact the insurance company themselves. I have waited long enough.
[redacted]

Dear Revdex.com,
This is in response to ID [redacted]. On October 5, 2015 a housekeeper reported smoking in thecustomer's room. The room was inspected by and a manager and indeed there was the strong smell ofsmoke in the room. Therefore, we charged the customer $200 as indicated we would on the...

registrationcard they signed at check in. This is a newly remodeled hotel with all non-smoking rooms. Smoking inrooms causes damage and makes the room unsellable for a period of time.Sincerely,
David M[redacted]General ManagerQuality Inn & Suites[redacted] [redacted]Tacoma, WA

Complaint: [redacted],Thank you for addressing my concerns.  I would still like a refund.Regards,[redacted]

Mr. Patel states he has issued a refund in the amount of $199.89.

This location is under new ownership effective 2/20/2018. The new owner name is [redacted]. The receptionist Missy L[redacted] stated that she doesn't have the old owners info..

Dear Ms. [redacted], Since resolving a billing discrepancy can be a rather frustrating experience, I'm writing to thank you for taking the time to bring your concerns to my attention. 
 
I understand that there may have been some confusion regarding the charges in question.  And,...

from time to time, misunderstandings do occur.  Accordingly, I reviewed this matter thoroughly.  I did speak to Matt who checked you in at 5:30am on November 6, 2015 that you will be charged for an extra night since normal check in time is 3pm on day of arrival. This is standard policy at any hotel and you were informed of the extra night charge, which you acknowledged by signing the registration folio.
 However, we do value your continued patronage and will offer you a 10% discount on your next visit. I hope you’ll consider staying with us again. Sincerely, Manoj PatelGM

We fully refunded all monies even though they stayed one night. We offered to move the guest, which was not acceptable to Ms [redacted]. In additon they had over 8 guest in a room that was reserved for 5, which was the max for the room, they were drunk and disorderly. We had to call [redacted] to have them...

removed from the property due to the disorderly conduct and them running up and down the halls banging on guest room doors and waking other guests up. I had to refund 3 other rooms for the inconvenience of their party waking them up at 11pm.We inspected the room and found nothing as a precaution we placed the room Out of Order. The next day upon further inspection we found one bug and at that point we had already called our exterminator, [redacted]. When the health inspector arrived we inspected the room and surrounding rooms, we found 1 dead and 2 baby bugs. Which he even told me could have been brought in by the [redacted] party. In addition the alligations I hung up on the staff is an outright lie. I was in Flagstaff on Saturday with my family driving thru the mountains and lost service. My staff knows they can call me anytime day or night for any reason and I will answer the phone.As to the statement of knowingly placing someone in an infested room that is a lie as the previous guest had no issues. And we shut down the room as soon as it was reported.  We offered appologies to Ms [redacted] and gave a full refund.[redacted]General ManagerQuality Inn & Suites

The manager who checked me in made an error and checked me in under the wrong reservation and double charged me.I made my reservation before arriving to the hotel. When I approached the desk the manager ([redacted]) said she could not find the reservation therefore she made a reservation , however it was under the wrong name. I was concerned about being charged twice so I retrieved my confirmation number and asked her to check it. That is when she found the reservation and told me "the system crossed my reservation up" and asked for my credit card again. She rechecked me in and assured me that she refunded the other room. A day later when I checked my account, I had been charged twice. I immediately called the hotel and was told I would have to wait until Monday to speak with someone. When I told the employee that was unacceptable and the manager is the person who made the mistake and she needed to take my number down and call someone to return my call. A few minutes later [redacted] called and said she was going to walk the employee through the refund over the telephone and I would be emailed a receipt. Instead of refunding the room cost, I was charged for the 3rd time, therefore I have paid nearly $200.00 extra for a one night stay. I am a public safety worker and chose this hotel due to the location and the intimate weather we were experiencing in the area to ensure I would be able to report to work safely and on time. Choosing this hotel was a huge mistake.Desired SettlementBecause my account has been charged this amount I had to deposit funds to ensure my account stayed in good standing and I would not incur any extra fees. At this point, my total stay should be refunded . The total payments I made are $ 92.76, $92.76 and $91.60. The cost of my room that I agreed to was only $92.76 once. This in my opinion is criminal and I should not have to chase someone down to receive service. The manager's attitude was extremely nonchalant and I have no faith that she will ever resolve the problem without potentially overdrawing my account.Business Response There was a error made on the guest account and she was charged twice on her account.As soon as I was aware of the problem I corrected it and then followed up with her to make sure it was corrected. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It was four days before the manager attempted to correct my account, therefore it was not "right away". When the first attempt was made to correct the problem, I was charged again $91.40. Therefore, I was charged 3 times for one night. AS part of the resolution and apology, the manager said she would refund the entire night of my stay and that never happened either. No follow-up from the manager and she did not make good on her promise to refund the initial night of stay. I feel that I was blown off and this serious mistake was not taken seriously. I will follow up with the corporate office as well due to the lies and the lack of responsibility taken for not one but two errors.Final Business Response

my wife and I stayed here with our four children. I couldn't sleep because I was itching like crazy. my wife woke up itching as well. We inspected the bed, pillows, sheets, comforters, dressers, and found numerous live bed bugs (some feeding on my kids) exoskeletons, and droppings (these were in the drawers of the dresser, proving there was a pre-existing infestation). when we spoke to the employee at the counter, we told her we were leaving so we could immediately wash our clothes, shower, and sanitize our stuff. We wanted our cash back that we payed for the room. She told us that the owner was on site and refused to come speak to us or investigate. She wasn't allowed to issue a refund either unless the owner came and spoke to us. We called the police to at least document the complaint, the owner still refused to speak with us. We came home and cleaned up finally going to sleep at 5am. my wife returned the next morning and we were given a cash refund after some persistence on my wife's part. I'm filing this because hotels need to take this issue very seriously. I'm happy our money was refunded, but horrified to know that there are other guests there who will be exposed to this contamination.Product_Or_Service: hotel roomDesired SettlementI would like for the owner to have this hotel professionally inspected and treated. Also to inform the public that they are aware of the problem and fixing it.Business Response After hearing of the issues we had are hotel inspected and thier were no bed bugs foundConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My wife returned Saturday, Feb. 24 in the afternoon to receive a refund. Management was initially unwilling to do so. My wife was finally able to convince staff to examine the room with her. When she entered, she immediately noticed the bedding was completely different. Not just fresh laundry, but an entirely different type/design of bedding. The room had been cleaned, thereby removing some of the evidence. I strongly encourage the business, and Revdex.com, to thoroughly investigate bed bug infestations. It is IMPOSSIBLE to simple wipe down and vacuum everything to eliminate the problem. These pests will nest inside of wood surfaces (dresser drawers, bed frames, moldings, etc..). They can hide in places for lengthy periods of time without feeding. Any professional will tell you that the only proper way to treat this is to fumigate/steam a pesticide everywhere. Then all pillows and mattresses are to be either removed or placed in airtight, special made covers to remain on for at least a year. The treatment requires NUMEROUS follow up treatments (typically twice the first week, every other week for a month, and then once a month for up to six months). All of this still does not guarantee the problem will go away. The absolute fastest way to treat a hotel room (let's be honest, no hotel wants to have a room down for six months) is a 3-6 hour treatment, everyday for four consecutive days. We arrived at this hotel with no bed bugs on us. I am very aware of bed bugs and take great efforts to always inspect. When we noticed them in the room, we saw numerous bugs on the pillows, blankets, and our children. I saw eggs, exoskeletons, and droppings on the bed, the back corners of the drawers, and the nightstand. IF this were a matter of someone bringing them in (a guest), there would not be eggs, exoskeletons, and droppings. Those are clear signs of an infestation. Therefore, I conclude that management simply cleaned up and never had an actual/professional inspection. You know what you are doing is immoral, illegal, and irresponsible. Your response alone is an indictment itself. A business such as yours would definitely be concerned and aware of bed bug information. I understand that due to the nature of the volume of guests coming and going, keeping them out is practically impossible. But a regular, thorough investigation and cleaning can catch them before it becomes too bad. You offered a one sentence response. No evidence or explanation of when the investigation took place, which company performed this, what methods were used to inspect, or how many rooms were checked. If you were responsible, and actually had a professional inspection, you would have gone out of your way to provide this information. Again, I want nothing personally from your business. I received a refund and thank you for that. However, it is your responsibility as a costumer oriented business to make every effort to ensure no harm to your guests. Do what you want, but please....don't insult me.