Quality Inn Tanglewood

Review: I stayed at this property October 5, 2013 only for one night and I was charged $50.00 dollars extra for a cancellation fee. I dont understand why I was charged for a cancellation fee of $50.00. When I spoke with the front desk agent he did not explain to me why I was charged extra. He told me I was charged because I cancelled the room but I told him I didnt want to cancel the room I wanted to stay the night. I asked him if he could waived the cacelation fee because I did dtay with them and he said no. When I asked to speak with the manager he pretend as though he was the manager. The front desk agent was a very impolite individual and I do not appreciate being charged extra when I actually paid to stay the night at this hotel. I would greatly appreciate if someone could help me get this issue settled.Desired Settlement: I would greatly appreciate a refund of $50.00 because I feel as though I was inappropriately charged. If this is not possible I would like the Quality Inn corporation office to know about what horrific customer service they have at this property and something needs to be done about it.

Business

Response:

In response to the complaint against our business we did charge $50.99 to the card that was used to book the room.The guest had up to 4pm the day of arrival to cancel the reservation.The reservation was cancelled after 4pm therefore causing the guest to pay a cancellation fee, the card was to be charged a cancellation fee equal to 1 night room and tax of $59.00 but we were only able to authorise $50.99 as there was not enough aviliable credit to charge the full amount so we did charge the card per the agreement the guest made with booking.com.The guest made the reservation with booking.com and was aware that there was a fee for cancelling after the cancellation deadline.The guest reserved another room with booking.com after cancelling the original reservation.The guest did honor the second room reserved but did not cancel the reservation by 4pm as per their agreement with booking.com.

The guest is claiming that she was unaware of any such terms so I am submitting both reservations made by the guest themselves to support the facts in the matter.The reservation that was cancelled was time stamped by booking.com at 4:41 pm thats 41 minuets after the dealine to cancel .We are em pathetic that the guest had to pay booking.com a cancellation fee but we have done nothing wrong as a business in regard to the matter we must follow the policies and procedures that we also agree to in doing business with booking.com.In response to the service the guest received at our property we were more than gracious to the guest and provided the guest with a clean and adequate accomidations.During the guests stay we did have to ask them to quiet down as we were getting noise complaints from other guests, which they said they would quiet down and they did so for that we are thankful.When the guest called multiple times to our business they were not very pleasant and at times rude with language and a tone that was unacceptable but we still remained professional and listened to what the guest had to say but the guest did not like the fact that they were charged a feeby booking.com and that is something we can not control.

Review: I arrived late Friday night on 8/2/13 on business which also required an early start the next day and given room 102. The room was old, dated and dirty, but with a broken ankle in a cast I wasn’t very mobile and decided to stay and try to make it work. The markings on the AC were worn off, so that it was impossible to determine the temperature setting. Too cold or too hot. Went to secure the door for the night; the dead bolt was loose and the interior security latch hung by one screw. Outlets were missing covers and presented an electrical shock hazard. Sink tub and drain were all dirty. Worst of all the air conditioning unit produced a loud ‘clunk’ every time the thermostat cycled. Quality Inn and Choice hotels posts a 100% satisfaction guarantee.Desired Settlement: I want Quality Inn and Choice to honor their posted 100% customer satisfaction guarantee. "Quality Inns Hotels & Suites aim to provide friendly service, an accommodating environment, and all the essentials that guests will require during their stay. The hotel guarantees total guest satisfaction with their 100 percent Satisfaction Guarantee policy. If a guest is not satisfied with the accommodations or the service, the front desk staff will make every effort to correct the situation. If the situation is not resolved to the guest's satisfaction, the room will be free of charge".

Business

Response:

The guest did stay at our property for 1 night on O8/02/13. During his stay there is no record of any complaints; however on 08/24/13 I received a Customer Complaint from CHOICE Hotels in regards to the guests stay. Once I received it we immediately credited his account for $21.53. The original amount charged was $78.18.We gave the guest a discount and he stated he would post negative reviews online, Revdex.com ect. His rate was 69.00+ tax =$78.18 we adjusted his room rate by $19.00 + tax =$21.53. In regards to the Commitment to Satisfaction Statement the guest is referring to it states that, If you're not satisfied with our accommodations or service please let the front desk know without delay so we can make it right. This is displayed at the front desk as well as in the guest room how do we correct a problem if we are unaware that there is one? We always encourage travelers to notify us if they need anything during their stay and at check out we ask how your stay was if there is no feedback from the guest or complaints we assume that everything is fine. In this case the first time we were aware there was a problem with the guests stay was 08//24/13, that's 22 days later, and we did give him a partial refund of $21.53. Please contact me if you have any questions or if I can assist you further. Thank You, James Justus 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.I was very specific in my concerns: i.e. the unsafe electrical outlet (without cover) which present a real shock hazard, the unsecured security latch (hanging by one screw), the barely functioning AC unit which produced a loud noise each time it cycled, the dirty condition of the room and shower, the rust on the electrical raceway, etc. At no point did the Quality Inn address the specific issues I enumerated in detail. There only defense appears to be the timeliness with which the concerns were raised. Not even an apology for a room which if they took the time to examine after the event they would clearly see was unsuitable for guests at any price. I do not accept their offer, it is not acceptable. I thank the Revdex.com for attempting to mediate and bring my issues to the attention of the Quality Inn, but is clear that the Quality Inn is in denial regarding the safety and hygiene issues I encountered. Regards,[redacted]