Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the quality inn on 10/26/2024 for 1 night me and my niece. I paid a deposit of 100 dollars. I was only refunded 50 dollars. I called the hotel and the staff was very rude and lied and said that I damaged their sheets however I did not sleep on the sheets I slept on top of the blanket. They refuse to email me photos of the bed and refuse to refund my entire deposit.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Up on my relocation to Georgia in 2020, I started a business relationship with Quality Inn due to the business that I constantly do in the area on the weekends. However, I have seen the rise and fall of many managers since my years of frequent Hotel visits. Meanwhile, there was an incident on June 30th, 2023 I booked the hotel stay which was canceled much later than I realized because I was checked into the room, already. The next day the front desk manager told me never to come back to their property and I asked her what is the reason that I am no longer allowed on the premises she mentioned something about a previous guest that had nothing to do with me. I felt discriminated against and wrongfully accused and was terminated from staying at this location with no doing of my own. Is not the fact I can go elsewhere nor it's the fact it needs many updates the fact it's my fav hotel location I do a lot of business near the hotel. I have to stay at @***************** for more than 100 stays. In addition to checking out on June 30th, I did ask her how could you terminate me when I'm not at fault ~I wasn't on the property at the time of the alleged incident ~nor did it have anything to do with me. There was no investigation done, no police call or record if there was a disturbance or some type of complaint that would have caused an interruption of business flow there should be some type of evidence or police report filed on that day there was neither. She made this decision without even speaking with me or looking at my account showing that I have stayed there over a hundred times every weekend since 2020 while participating in a choice program. When she made this decision I request a managerial assistant locally or a number to contact corporate she refused to give me that Aid and also said she was the owner of the property which I know she is not. She was uncooperative, and rude, and never apologize for her behavior causing a scene while other customers were spectating the incident I was embarrassed. I would like a formal apology from her I would like to be reinstated to my favorite Hotel and due to the inconvenience I would like my rake to be discounted from the hotel back to $48 and some change

  Business Response

  Date: 07/26/2023

  ***************** had reservation on 06/22/2023 to 06/23/2025. she stay in room 205. According hotel policy while guest checked in they had to registered for second guest and pay for second guest. We had special rate for crew rate $46+ tax for one person . If guest had second guest they had to registered for second guest and pay for second guest. While we do have policy in lobby and all crew members aware that second guest had to registered and pay for second guest. Miss **** checked-in in the morning of 22nd. She stay in room 205. And she handed key to one of her relatives or collogues. Her name is ***************************. According to policy's she is not registered guest or visitor. She directly went to room 205.  We called her and let her aware she can no stay in that room so she had to bring her crew batch id and she hanged up call. Will wait for her 10- 15 minutes. She did not come down so will reach out to miss **** and we are informing her policy and let her aware she need to inform her guest to come down and she also hanged up call. So we went with our staff at her door and we ask crew batch id to see who is she? and she dined and she started to yelling and using bad words, treated by racist. so will inform now she have to leave right now. She is trying to hide her identity. Technically she cheated to hotel to sharing room. and when we ask she did not gave her name. So one of agent she recognized her because ***************** she checked out on the same day morning 6:30am from room 225.Thats how we catches her name. We respect for both  business but while she is out of control and there is other crew on same floor and they get disturbance she have to leave now. she dined and will simply inform she had complimentary free night . For crew member if they stay with us 10 night calendrer year they will get 11th night free. so will tell her use that one. she came down and use that free night.  Management had right to remove guest if they do misconduct behavior's with staff or break hotel policy. And they both did. Miss **** also called to staff  and yelling to staff. 

  We also complain to choice and both  feature all reservation has been cancel from property. she can no longer stay with us.

  We respect she is longer guest and she had to follow hotel policy too. If any guest break policy hotel can not accommodate them. There is specified rules and lobby and anyone can read while check in. Also staff ask how many person and she try to hide second guest name and not pay for second guest. Because ***************** she want to stay only 3-4 hour and they do not want to pay extra frees.  Also she was telling  about discriminations. we respect for all colors and we had all over world people are coming. We don't judge to guest because of color, and that's the thing we did not accept and tell her she can no longer stay with us.  Basically they both sharing room and while we catches her she complained against hotel.

  Here is attached hotel policy and rules regulations. 

   Thank You.

  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20351736
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

   

  I would like to move forward with the next steps that wasn't true I do have a heart to serve and help this wasn't the case. She needs to prove this claims that someone smoked in my room. I never smoked a day in my life or had a drink so that is called an accusations she's accusing me for something that I didn't do that is the issue you can only discard someone if they are at fault I'm not at 4 I did nothing wrong like I said before it feels like she has some type of Vendetta against me doesn't like me or maybe she's Prejudice I'm not sure but the issue is not with me so why am I being penalized for something that I did not do

  Business Response

  Date: 08/07/2023

  
  

  
  

  ******************* never pays the $48 and change that belongs to our property. Our cost is consistently high. She was paying with a card or using selected points nights. She has never given us the $48 and change. Additionally, hotels have their own policies about smoking in rooms. If a visitor does not smoke but a second guest does, the hotel is still responsible for what happens in that room. On April 22, 2023, we received a complaint that continued the entire night. Moreover, she booked two reservations for her most recent visit on June 30; the first was canceled, and the second was confirmed. As soon as she leaves, she is made aware that she is not permitted to return in front of the three actual guests that stayed at our property. that she is listed as a no-rent person she made a monetary deposit, which we returned to her after notifying her that this was the first and final time she would be unable to return. That time, she agreed. The evidence was captured on camera, but after a month the video was automatically destroyed.
  

  If visitors violate any policies, management has the authority to add them to the *** list. We also demonstrate to Choice that she is unable to visit our property again. She also agrees to all terms and conditions during check-in.We have decent visitors who are pilots and air hostesses coming to our property, which is 95% occupied by ********** members.

  We have long appreciated her business. We don't know if she or her guests smoked before the management shift, but because she was caught for the first time, the management has the authority to take her property away from anyone trying to damage the room.

  
  

  Also she complained back to February, ************************************** the hotel, and also after complaining she keeps coming. 

  2023-02-11 17:05:24.0** ********************* --------------------
  Gst called in because she felt insecure at the hotel. 
  

  Here is the complaint id from choice 11214667.

  
  

  based on the previous history will not allow her to stay in the property. If she makes any feature reservation she is on our do not rent list and according to will receive several complaints on 04/22/2023. She can no longer stay with us.

  
  

  Thank you.

  
  

  
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20351736
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************