Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had booked a stay at this hotel from November 15 to November 19. When I arrive on November 15 to check in, I checked in like I normally would then when I get to the room, I start examining the room and I noticed that the room is covered in mold, so I take pictures of everything. I told my wife to start looking for another hotel to stay at since it was late at night we were unable to find anything that night so we had to stay there for one night first thing in the morning I went down to the lobby. I spoke to the lady at the front desk. I told her that we needed to leave immediately due to the conditions of the room I show her pictures. She said that there was no refund since I booked online and that I needed to speak to the manager. She gave me the managers email. I emailed him right then and there sent him all the pictures and ask him to please resolve this. He went ahead and ignored me for a week straight. I then went to try to dispute the charge through my bank. They were not helpful. I then tried to dispute the charge through ********** and again they were not helpful. I paid $544.91 to stay at this place. Today is November 26. I called ********** to get an update on my request and they then told me that the manager of the property had denied my refund request and for me to speak to the property myself to see if he would change his mind. I called the property after and like theyve been telling me for the past week I asked to speak to the manager. They said he was not there. I told the lady at the front desk what was happening then she told me that the manager denied my request and that I would not be getting a refund which is not right. My wife and daughter were in that room with me. My daughter is still an infant which that was really unsafe for her so here we are. I just want my money back, but Ive been running in circles with my ************** and the property no one wants to help me, but hopefully you will

  Business response

  11/26/2024

  Dear Mr. ****-*********,

  First, I would like to sincerely apologize for the inconvenience you experienced during your stay at our property and for the delay in reaching out to you. We take feedback seriously, and your concerns have been reviewed with the appropriate teams.
  I have spoken with both our housekeeping and maintenance teams regarding the issues you encountered in your room. I regret that we were unable to offer a refund, as your booking was made through a third-party provider, whose policies specify that reservations are non-refundable and non-cancellable.
  As our front desk team communicated, we offered to move you to another room due to the inconveniences you experienced, but we understand that you declined the offer at that time. The next morning, we again offered a room change, which you also declined, stating your intention to stay at another property. Despite our efforts to resolve the issues during your stay, we were unable to meet your request for a refund, in line with the third-party booking terms.
  I want to assure you that we made every effort to accommodate you during your visit, and we regret that we could not reach a resolution that was satisfactory to you.

  
  Thank you for bringing this to our attention.

  Best Regards,

  Marie 

  AGM

  Customer response

  11/26/2024

   
  Complaint: 22607435
  
  I am rejecting this response because: I was never offered another room. All I was told by the front desk that it was up to the manager. I emailed the manager on 11/16/24 along with all the pictures and never heard anything back. I called my bank to dispute the charge and they werent able too they told me to get in contact with the manager of the hotel. I even reached out to ********** since I booked with them regarding this issue and they then told me the same thing to reach out to the manager. Earlier today I was on the phone with ********** and they tried to get in contact with the hotels manager and he was not there. I then got off the phone with them and called the hotel myself to speak to the manager and was told he was not there and that he was working from home. I told the lady who answered the phone my issue, she then placed me on for a few minutes while she called her manager. When she got back to the phone she told me that the manager had denied my request for a refund. This is absolutely unbelievable. I never thought i would have to go to this extent for a refund. Please resolve this. 
  Sincerely,
  
  ******* ****-*********

  Business response

  12/03/2024

  Dear Mr. *************************** you for your continued feedback and for sharing the details of your experience. We understand your frustration and appreciate the opportunity to clarify the situation.
  Upon reviewing your case, we found that at the time of your stay, our front desk team did offer you the option to change rooms. However, it appears that this offer was declined. We apologize if the communication around this was not as clear as it should have been.
  Our management team has thoroughly reviewed your request for a refund, but after careful consideration of all the details, we regret to inform you that we are unable to offer a refund. We understand that this may be disappointing, and we truly appreciate your understanding in this matter.
  Please know that we take guest concerns seriously, and our goal is always to provide a comfortable and positive experience. We apologize again for any inconvenience you experienced during your stay, and we hope that you will consider staying with us again in the future under better circumstances.
  Thank you for your understanding.

  Regards,

  *****

  AGM

  ****************

  Doral, FL 33166

  Customer response

  12/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****-*********

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Complaint refers to a vacation taken at the Quality ********* Doral, Miami Airport from 31-Mar-24 to 7-Apr-24.The amount which was paid for the stay at the hotel was GBP ******** for 2 rooms.The business committed to providing a clean, hygienic room without *************** issues ************** advises that the property affirms that it follows the *********************** practices of Commitment to Clean).The nature of the dispute is an extremely unsatisfactory stay at the hotel due to various issues such as cockroaches in the ****************** drawers not closing securely so would open on their own, which proved very dangerous for my elderly mother & young nephew, especially at night, pools of water on the floor as the fridge stopped working,...etc. The staff didn't resolve issues promptly & I had to go back to reception multiple times to chase up the delays. The manger was deceitful when I asked her if she was the ************* advised that she was just an assistant. I later found our from her colleague that she was indeed the hotel manager. I wrote to ************** who are franchisor of Quality *********** by email on 13-Apr, detailing my complaint & asking for a full refund. They offered me Reward Points of a very low value which I advised that I would not accept at that point as I would like my complaint resolved. They contacted the hotel to ask them to reply to me. In the following 5 weeks, the hotel has refused to reply to me or acknowledge my complaint. I have subsequently been back in contact with the Customer Complaints Executive at ************** who keeps advising me that they are the only the franchisor & as Quality ********* are not responding that I contact you for resolution.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Absolutely horrendous hotel and even worse customer service.After checking into our room, we quickly noticed roaches, both living and dead, throughout the room. We noticed dirty towels, blood-stained sheets, mold throughout the shower and holes in the wall. As if that wasn't enough the amount of dirt and dust throughout the room made it seem as though the hotel had been abandoned for several years. We contacted the front desk and they let us know we could check out and get a refund. I asked a few more questions and the individual on the phone ended up just hanging up on me without answering the additional questions. My family and I gathered our things and went down to check out. When checking out they said they issued a refund. When I asked for a receipt, the receipt showed they only issued a refund for about half of the original cost. When I questioned this, the front desk individual said *******, the manager, would be in tomorrow and to contact him for the additional refund. I thought no problem and we left. I have since called the hotel numerous times as well as emailed ******* several times and he has yet to get back to me. Today was the last straw when he relayed a message through the front desk person, saying "I was lucky to had even recieved half of the refund". Absolutely ridiculous and unethical considering the condition of their hotel rooms.I will never book a room with this hotel or any Quality Inn again. This is by far the worst experience I have ever had with any hotel, or evem a business for that matter.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our group checked into the Quality Inn at ********************************* Doral, ******* ***** on Friday, November 17th. The reservation was for a three-night stay, with check-out on Monday, November 20, 2023 at 11 a.m. On arrival, we were given room 338, which had leaking air conditioners and mildew, so we notified the front desk and were given room 223. Once we had dropped off our things, we went out, and when we came back, we noticed that the floor was dirty, the sheets were dirty, there were cockroaches, and a cigarette was under the microwave. The front desk person told us it was his last day and he had written a note for us to get a clean room the next day since there were none available. Several visitors were leaving the following day, and they would make sure to place us in a clean room. He understood we could not remain in that environment. There was no action taken. According to the cleaners, there are only four people who clean all of the rooms. Rooms that are not clean shouldn't be available. My family and I were hoping to have a pleasant experience when we made this reservation, but we were so disappointed. We were not able to stay another night due to unsanitary conditions, so we left early on November 19, 2023 at about 3pm. We spoke to the front desk person about the unsanitary experience and how nothing had been done to change us to a clean room. She wrote down our details and said she would contact the general manager *******************************. We were told we would receive a refund for one night since we left earlier and also that the security deposit of 100 dollars would be credited back to my credit card, which never happened. I was charged for a full stay and my deposit was never refunded. As I was given his email to contact him directly, the general manager responded to my email and told me that he was reviewing my concern. He called me and told me he was driving and would call me later. It has been almost two weeks since I heard from him.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩