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RE: Complaint ID# [redacted] When guest checked in at hotel they stated there were two adults and two children that would be occupying the room for the night, this was fine as the reservation was made for that number of guests and as it was a reservation for a room with two queen beds, this was the maximum occupancy for the room without an additional fee for a roll-away bed (with roll-away, maximum occupancy would have only increased to five)It was also explained to the guest at chethat our pool facilities were for registered guests only (i.ethe two adults and two children registered to the room)Our front desk associates monitor the security cameras, primarily for the safety and security of the guests, but also to circumvent any guest related challengesOur front desk associates observed more than the registered guests coming into the building, and a short while later found unregistered guest not only in the guest room, but in the pool area being excessively loudGranted, some were children, and children can tend to be loud while enjoying the pool facilities, but the noise level is what helped alert our front desk associates to the matterIn total there were five adults and three children associated with said guest room, placing this room not only in violation of the reservation agreement but local fire code restrictions as well When the front desk associate went to the guest room, there was also an overpowering smell of alcohol emanating from the roomIt was at this point the front desk associates contacted management (myself) as to the proper recourse to take in the matterI instructed the front desk associates to evict the guestsIf the guest room would have been re-rent-able that evening, we would have not charged the guestHowever, the room reeked heavily of spilled beer on the carpet forcing us to shut down the room for the night until maintenance could shampoo the carpet the following day...so the guest was charged for the roomOur front desk associate did inform the guest they would not be receiving a refund due to thisOur establishment is diligent in its efforts to assure that our guests have a peaceful, enjoyable, stay with usIt is few and far between in incidents such as this, but to assure the enjoyment of our guests, there are times we must act and correct problem situations.This hotel considers this matter to be closed and the guest will not be welcomed back for any future reservations.--Tully R***General ManagerQuality Inn Winslow AZAZ-928-289-

thought I HAD DAYS TO REPLYI JUST WANT TO SAY THAT WHAT EVER THE AUALITY MANANGER WROTE IS A BUNCH OF LIES ,THAT IS NOT WHAT HAPPENEDTHE ROOM WAS NOT A MESS WE WERE NOT LOUD THER WERE NOT KIDS , NO ALCOHOL SPILL ANYWHERE WE PICKED UP AFTER OURSELVES, ALL I CAN SAY IS THAT HE LIED

On behalf of the entire team here at Quality Inn Winslow AZ, please accept our apology for the challenge you encountered.The staff member involved in this situation has been counseled on the matter and is being coached in regards to proper customer service.As you were a Choice Privilege Member with
Choice Hotels, it does garner you better rates than a non-Choice Privilege member when booking onlineOur standard online rate for the night you had your reservation was actually $plus taxRoom rates can also vary between reservations and wa(guests without reservations) business, this is the simple explanation as to the difference you noticed.It's our hope seeing as you are a loyal Choice Privilege Member that you will continue to stay at Choice Hotels properties during your travels.Sincerely,Tully R***General ManagerQuality Inn Winslow AZ

RE: Complaint ID# [redacted]When guest checked in at hotel they stated there were two adults and two children that would be occupying the room for the night, this was fine as the reservation was made for that number of guests and as it was a reservation for a room with two queen beds, this was the...

maximum occupancy for the room without an additional fee for a roll-away bed (with roll-away, maximum occupancy would have only increased to five). It was also explained to the guest at check-in that our pool facilities were for registered guests only (i.e. the two adults and two children registered to the room). Our front desk associates monitor the security cameras, primarily for the safety and security of the guests, but also to circumvent any guest related challenges. Our front desk associates observed more than the registered guests coming into the building, and a short while later found unregistered guest not only in the guest room, but in the pool area being excessively loud. Granted, some were children, and children can tend to be loud while enjoying the pool facilities, but the noise level is what helped alert our front desk associates to the matter. In total there were five adults and three children associated with said guest room, placing this room not only in violation of the reservation agreement but local fire code restrictions as well.  When the front desk associate went to the guest room, there was also an overpowering smell of alcohol emanating from the room. It was at this point the front desk associates contacted management (myself) as to the proper recourse to take in the matter. I instructed the front desk associates to evict the guests. If the guest room would have been re-rent-able that evening, we would have not charged the guest. However, the room reeked heavily of spilled beer on the carpet forcing us to shut down the room for the night until maintenance could shampoo the carpet the following day...so the guest was charged for the room. Our front desk associate did inform the guest they would not be receiving a refund due to this. Our establishment is diligent in its efforts to assure that our guests have a peaceful, enjoyable, stay with us. It is few and far between in incidents such as this, but to assure the enjoyment of our guests, there are times we must act and correct problem situations.This hotel considers this matter to be closed and the guest will not be welcomed back for any future reservations.--Tully R[redacted]General ManagerQuality Inn Winslow AZAZ-272 928-289-4638

thought I HAD 30 DAYS TO REPLY. I JUST WANT TO SAY THAT WHAT EVER THE AUALITY  MANANGER  WROTE IS A BUNCH OF LIES ,THAT IS NOT WHAT HAPPENED. THE ROOM WAS NOT A MESS WE WERE NOT LOUD THER WERE NOT 4 KIDS , NO ALCOHOL SPILL ANYWHERE WE PICKED UP AFTER OURSELVES, ALL I CAN SAY IS THAT HE LIED.

The Front Desk Associates on duty that night informed me (the GM) of this situation when it occurred. The following notes were placed in the guest information: GUEST HAD TOO MANY PEOPLE IN HER RM. AT CK-IN SHE WAS TOLD NO VISITORS ALLOWED IN THE POOL. ROOM WAS COMPLETELY USED. 8 PPL TOTAL WERE OCCUPYING THE ROOM. GUEST WAS BELLIGERENT WITH STAFF.Guest checked in at 7:15pm and were at hotel for approximately one hour.As stated previously, we will not be issuing a refund. There were more people in the room and pool than were stated at check-in and registered to the room. The room was unrentable for the night after the guests were evicted.