Quality Inn & Suites

Review: I contacted the Quality Inn about a reservation for two nights, beginning March 15, 2014. My daughter called the hotel directly and spoke with [redacted] and was quoted a price for a suite of $112.99 per night. He also advised her that the manager may even be able to offer a discount on that rate for membership through AARP or because she is a firefighter and EMT. He confirmed the price and said that with tax it would be approximately $123 per night. After we hung up she got the confirmation email that showed that I would be charged $215.00 for the first night, and $112.99 the second night. She immediately called the hotel back (the time was 11:00pm) and a woman by the name of [redacted] answered the phone. The situation was explained to her and she said that unfortunately the rate would be higher for Saturday night due to the NASCAR race and that it was [redacted]'s first day and he didn't know. She offered to cancel the reservation or we could wait until morning and speak with [redacted], the manager, and see if she could adjust the rate to reflect what we were quoted. My daughter, [redacted], thanked her and told her she would call the manager back in the morning. The hotel was called back at approximately 7:30 am March 13, 2014 and my daughter was advised that the manager had no arrived yet and she would take her name and number and have [redacted] call her. My daughter waited until after 1:00 pm and called back and asked to speak with [redacted]. She explained the situation to her and was promptly advised that the 30 day time frame had passed to cancel the reservation. [redacted] tried to tell her that she was quoted $112.99 per night and now they were going to charge almost double that for one night and we would never have made the reservation at that rate. The manager was rude and refused to listen and acknowledge that [redacted] was new and misquoted the price. At that time my daughter advised her that we would not pay for this reservation due to being overcharged and she told her she felt that we were being cheated. [redacted]'s reply was "Well whatever." My daughter contacted Choice Hotels corporate headquarters immediately following this conversation and the gentleman explained that they were limited in what they could do because the hotel is independently owned and operated but he took the information down and placed her on hold while he called the hotel directly and spoke with [redacted]. He came back on the line and said that he explained the situation and she still refused to cancel the reservation and that I was quoted the $215.00 initially. That is incorrect and she knows that.Desired Settlement: I would like to see the Revdex.com investigate this matter and let the hotel know that it is unacceptable to quote someone a price and charge them almost double. It is also unacceptable to act in an unprofessional manner. I am completely understanding that a new employee may make a mistake on the first day, and I do not fault [redacted] for that. I do however, fault the manager, [redacted], for refusing to acknowledge the mistake and no offering to make it right.

Business

Response:

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

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.

I do not feel that their offer to only charge me for one night is adequate. We were quoted $112.99 per night multiple times, and even told that there was a chance that there would be an additional discount available if we spoke to the manager the next morning. Upon hanging up after making the reservation, the confirmation email came in and I saw that the price was not what was quoted. My daughter immediately called back and spoke with the desk clerk who informed her that [redacted] was new, and he must not have realized the price went up for the weekend. She told us she could cancel the reservation or we could speak with the manager, [redacted], in the morning to see if she could adjust the rate. She told us that we could cancel in the morning if the rate could not be adjusted. We had already made reservations at another hotel that had more to offer, but cancelled due to finding this hotel at a cheaper rate. It is unfair to quote someone a rate and then charge them more than double. My daughter spoke to someone at corporate who told her that they did refund the one night because we were misquoted. If they are admitting that we were misquoted, then why do they have the right to charge at all? We have a recorded conversation from the corporate office stating that is the reason they would refund partial payment due to them misquoting. I feel a full refund is needed.

Regards,

Review: Checked in hotel at 3:00pm, rooms not ready until 5:00pm. Faulty electrical outlets, A/C didn't work, TV didn't work, Room doors left open by cleaning staff, Ants on counter with Continental Breakfast,No toilet paper, no tissues, request for towels ignored, Refrigerator froze food, card key to one room malfunctioned, continental breakfast started at 6:30am - by 6:45 they were out of most food and coffee leaving us with no options for breakfast as we went to conferences, windows left unlocked by staff, balcony doors in 2 rooms left unlocked by staff twice, 3 items were stolen, at checkout no manager available to resolve issues. Our price was $159.00 dbl occ, however a family checking in got a dbl occ room for 4 people @ $80.00, trash was not emptied, clothing found under bed, bathroom fan did not work, staff rude and not helpful.Desired Settlement: Explanation from someone in charge other than the hotel staff. General Manager, [redacted] has been rude and uncooperative - I do not want to deal with him. No One would take our report for the stolen items, I want it to be reported.Re-training for staff on manners, attitude, remind that customer service and satisfaction should be the most important aspect of this industry. I believe we deserve some compensation for the inferior services.

Review: I made a hotel reservation for 1 room for the nights of August 21 and 22, with checkout on August 23 on Monday, 8/17/2015. The hotel charged me $527.82, when I made the reservation. I found out on Wednesday, 8/19/2015, about a family emergency and would not be staying at the hotel hat weekend. I called to cancel Wednesday evening, 8/19/2015, and was told “They don’t do cancellation on race weekend and that I could call tomorrow to talk to the General Manager, [redacted].” I called around lunch time on Thursday, 8/20/2015, to talk to the General Manager. He refused to speak to me, but they did agree to cancel my reservation. I called Thursday, 8/27/2015, about being refunded the $527.82 from the cancelled reservation and I again asked to speak to the General Manager, [redacted]. The person on the phone confirmed he was in the office and that he refused to speak with me. The person on the phone said they could only refund me part of my money ($337.50). The partial refund of $337.50 was credited to my account on 8/27/2015.Desired Settlement: I am still looking to be refunded $190.32 from Quality Inn in [redacted], since no services were rendered.

Business

Response:

Mr. [redacted] made a reservation on August 17th, 2015 at the Quality Inn & Suites in [redacted]. This particular reservation was done online; however, Mr. [redacted] did not realize that once the reservation has been made it is guaranteed reservation without receiving any money back due to it being race weekend. However, we advised [redacted] that we would not be able to cancel the reservation without charging him. Although we did not need to refund Mr. [redacted], I decided to give him partial money in the amount of $337.50. I have attached the folio, the cancellation letter, and also attached screen shots showing the date of the reservation along with the information stating the 60 days guaranteed policy. I believe we were understanding by even giving Mr. [redacted] $337.50. I did not feel the need to refund him anything; however, I did want to award him some amount of compensation. I consider this matter closed now.--[redacted]Quality Inn & Suites - [redacted]

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.

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,

Review: We drove from the San Francisco area to the Los Angeles area to visit colleges for my daughter. We stopped first at this hotel to visit Soka University and then Chapman University the next day. When I woke up to take in their continental breakfast I noticed a couple of bites on my hand. I thought they were mosquito bites. We checked out and went to Soka. On the way there and all day long I kept noticing more itching and bites on my arms, legs, back, neck and face. I had obviously slept in an infested bed. I have over one hundred (100) bites. Whether bed bugs or fleas I don't know (I did find out today that this hotel is "pet friendly") When we returned home after visiting twelve (12) colleges I called Quality Inn to report this infestation. I was disgusted by the GM [redacted] response. I'm trying to help them and make sure this does not happen to anyone else. Rather than offer an apology, he said this happened over a week ago, so he doesn't believe it and insultingly offered a 15% discount - maybe I should send them my medical bill.Desired Settlement: You expect infestation free rooms when you rent a hotel. They did not live up to this minimum standard of expectation. I want the room sanitized (#[redacted]) and maybe the entire hotel. I want an apology. I want a full refund of our night stay. We have very good health insurance so our co-pay and prescription only come to about $100. And for pain, suffering and punitive damages against Mr. [redacted] and the hotel chain maybe a weeks stay in any location free.

Review: My sister used my credit card (she is an authorized user) to reserve a room. Upon exiting she paid cash for her stay. I called to get it straightened out and the guy who answered the phone at the location said she did in fact pay cash with a lady named [redacted]., He said the card was never charged. I let him know it was. He argued with me, saying my card was not charged. I let him know that I was looking at a posted transaction, not a pending transaction. He said he would email me a receipt. I never got the receipt, and he was very rude to me. He refused to let me speak with a supervisor and refused to give me his name. I called at 1:40 on 8/4/2015. I tried calling again and the same guy picked up, he hung up on me when I asked his name again. I tried calling again, he picked up then hung up the phone. I tried contacting the consumer relations line, but after holding for over 20 minutes the line was disconnected. Now I am out 290.40 cents, and am more frustrated than ever. I want my money back, and an apology from the management. I should not be treated this way.Desired Settlement: I want the money put back on my card, a sincere apology, and also the guy who answered the phone needs to be reprimanded. No paying customer should be treated in such a manner.

Review: I was in the bed when I noticed someone else blood on the sheets. I provided the sheets to the staff who informed me to complete a suggestion form. After asking for a manager several times, she texted him. He offered me sheets & $25 via text. I asked to speak with him. He offered me sheets/$25 or I can leave (@9:36pm) and get a refund. When asked for the Regional Manager's info I was told I was trespassing and pick an option. When I asked again for the contact information of his supervisor he told me he was hanging up and did so. I spent another hour with Travelocity trying to find another room, but was not able to find something because everything was either sold out or priced higher. I explain the severity of blood and how it should be handle and disposed of. The manager Alap Parikh didn't see the importance of the matter.Desired Settlement: I would like a full refund. My family had to share one bed due to the other bed being contaminated.

Review: Around 12pm on 3/18/15, I walked in the hotel lobby of Quality Inn, walked up to the front desk and asked the man working there if he had a smoking room for the day. He said yes, for $121. I said I will be paying by cash and he said there will be a $100 deposit for cash customer. I agreed, handed him $300. Before I got my change, I asked him if the room had a couch. He said no. I asked if the room had any other comfortable chairs in it. He turned around to ask another employee (housekeeping I believe), and she wasn't sure. He said he will go up to the room to check, and I asked if I can come with him. He nodded and we took the stairs up, checked the room and it did not have any comfortable chairs that I was hoping for. So I told him this will not work for me, and we walked back down to the front desk. I asked for my $300 cash back and he said he already gave it back to me.I never received the money back from him. When I told him I did not get it, he checks his desk area finds nothing. Then he tells me that he put the cash on the counter before we walked up to check the room for the chair. He then tells me that it is my responsibility because he put it down on the counter. I asked why he didn't hand me the money back in my hand, and he said he put it down in front of me and thought that I would have known it was for me.I honestly do not know if he stole it and is lying or if he really put the cash on the counter. I did NOT see him put the money down, and he did NOT say a word about returning the money to me.Even if I saw cash on the counter in front of me, I'm supposed to just grab it and take it? What if it's someone else's money? I'm not touching someone else's cash when I'm not certain that it is mine. The moment I handed over the cash to the front desk employee, that man is responsible for the cash. All I know is that after I gave him $300 and I never got it back from him. The hotel is refusing to give my $300 back. Now I'm stuck outside with no money to go to another hotel. Please help!Desired Settlement: I wish to get my $300 cash that they took from me and lost. I don't understand why I'm being held responsible for their employee's actions. I just want my money back.

Business

Response:

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

Review: The hotel charged my credit card $200.00 for damages to the hotel room. When I called to ask about the charges, the general manager Brooks R[redacted] told me that there had been a report of smoking in the room. of the 3 people staying in the room, neither my husband, my little brother (8), nor I smoke. He told me on a second phone call that there were ashes in the tub, toilet, sink, and on the night stand, but will not provide me with this evidence. There is no way that he can have this evidence from our room when none of us smoke! I had told the people at the front desk about issues we had in the room (broken door knob that left bruises on my husband and I, 2 cracks/holes in the ceiling, and the room smelled terrible when we checked in and we had to buy air freshener to spray) and nothing was ever done about these things. This also caused me to go over the limit on my credit card, so I may be charged fees when the statement date closes tomorrow.Desired Settlement: I want the money refunded to my credit card with any fees I incur due to false charges.