ComplaintsforQuality Inn Halifax Airport

• Initial Complaint

  20/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 24th at approximately 1:30 a.m. my husband and I took the shuttle service from the Halifax Airport to the Quality Inn Halifax Airport. The driver drove to the parking lot and 5 passengers disembarked. It was very dark, and it would be easy to take the wrong luggage. The driver proceeded to the hotel entrance and the remaining passengers collected their luggage. My husband was left with someone else's luggage. My husband went immediately to the front desk to ask if they could contact the name on the luggage. The front desk indicated that they did not have any record of the identified man on the luggage. Next my husband spent the next hour contacting West Jet to request assistance. They indicated that because the luggage was received by the rightful owners at the airport that they were not liable to locate the luggage. They suggested that since it happened while on the Quality Inn Shuttle that we make our inquiries with the hotel. Neither of us slept that night. My husband spoke with the day manager at 7:00 a.m. and he suggested we contact **** ******, a supervisor. He left 2 voicemail messages and on the 3 attempt to speak with her she responded. She continually said that Quality Inn Shuttle always goes to the parking lot first. She failed to understand that not having all passengers out at the same time , and lack of light led to this mishap. It could have been prevented. My husband asked to speak to her supervisor, and he left a message at the number provided. In addition, we stopped at the Halifax Airport to see if the luggage had been returned. We both missed a day of work due to trying to locate the luggage. To date we have made several contacts to representatives at Quality Inn. They have not taken any responsibility for our lost luggage. We would like to be compensated for the night we spent in the hotel for a cost of $176.02. Respectfully, ***** *** ***** *********

  Business response

  12/06/2024

  This guest reported to the Desk about 20 minutes after check in that he had somebody else’s bag. He says several people got off the shuttle in the parking lot and feels one of those people has his bag, we searched via room accounts and HAs for possible phone number. Both men travelled via *******. I expect he will check with the carrier. He strongly questioned why we drop people off in a dark parking lot when they cannot properly recognize their baggage.
  This guest came down the morning after to speak with a manager as he was upset that we dropped guests off at the parking lots. We explained several times that this has not happened in over 10 years, and that taking people to their vehicles  in the parking lots is a service we do when requested.  We told him to contact ******** they might have the other person's information, and they might help him with that. He asked me to contact ******* for him. I apologized and told him that I couldn’t speak on his behalf as it is his luggage and he still didn't like that answer. 
  

  I (**** ******) spoke with this guest the next day. Guest didn’t understand that it is not our fault that from the parking lot to the hotel his luggage got picked up by someone else and is now expecting some sort of compensation as he couldn’t sleep from worrying about his luggage, had to take time off work, and still can’t find it. I explained to him that it is not our responsibility to ensure that the multiple amounts of people we shuttle every day grab the right pieces of luggage, he said my answer was not acceptable and asked to speak with my supervisor. I then transferred him to the Operations Manager who he still expressed his level of displeasure about this and is still very unhappy. He insists that he still doesn’t have his luggage and it is our fault that the driver gave his luggage to another guest. Again we reinforced that he needs to contact ******* as we had no way to look up that guest’s information. He is demanding his money back for his room. We told him we would not be compensating him, and he informed us that “We will be hearing from him again”

• Initial Complaint

  26/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We made a 1 night reservation 9/18/23.Had to cancel my wife is in Hospice care.Called hotel front desk and was told no refunds for any reason.I gave them 4 mos notice and have tried thru nomal means booking # 72547794895475 please help get us a refund

  Business response

  05/07/2023

  After looking at their reservation they have booked a prepaid non cancellable reservation with *******. Since this wasn't directly booked with or through the hotel directly when they called and asked to cancel  they were told to speak with *******. Had they booked directly with the hotel we may have been able to assist them more to their satisfaction. 

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