ComplaintsforQuality Inn & Suites

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cChecked into Quality Inn 4/1/2023 we left dinner, upon return 1.No parking due to 3 vehicles with trailers parked long way taking 4 spaces each. when we spoke with the from desk *********************, she was slammed the phone down because we wanted to talk with her, She got angry and said she can't figure out who they belong to to ask them to move, then advised us to just park around back. The back was dark and didn't look like it belonged to the hotel, I did not feel safe parking so we waited for someone to leave (15 min) once parked we saw a sign on the door the said, "do not park in the back, it is not our parking you will be towed"2. We found mold in window seals, above the shower on the wall, comforter in one room dirty, comforter in the other room with a burn hole, dirty door frame, (looks like chocolate, or f**** as it was the bathroom), we didn't call the front after the hostile interaction with ******** about just parking. 3. When getting ready in the morning we found a German Cockroach in one of the rooms. The lady at the front said she could not do anything since the manager wasn't there, and also since we booked 3rd party. ( I will file separate complaint about them) ********** was not clean and not hospitable at all. We paid ****** for 2 rooms for 1 night. I looked at the hotels website it said to call a number for best pricing. I did not know it was a 3rd party number. this should have to be disclosed to all patrons up front.

  Business response

  04/20/2023

  Dear *************,
  
  Thank you for your concerns first off I want to apologize for the rude behavior of the front desk 
  staff during your stay with us here at Quality Inn & Suites. Her behavior was inexcusable, and I 
  completely understand how upsetting it is when someone who should be serving you responds in such a 
  disrespectful way. Thank you for identify her so we may correct this type of behavior for the 
  future and have it on record.
  
  I want to apologize as well on the cleanliness of the room and you feeling you couldn't come to the 
  front desk to get a different room due to her rude behavior previously. I have shared your 
  experience with my housekeeping department to correct the issues listed. Never should the room have 
  been cleared to be sold as it was. As for the bug found in the room when I spoke to your husband on 
  April 5?? I did have our ******************** come and treat both rooms. They didn't find any 
  further markings in the room.
  The hotel did refund you for your stay on April 2n? and after speaking to your husband on April 5?? 
  I reached out to Expedia the 3?? party you booked through to make sure they had refunded your card 
  since we had refunded them on day of checkout. We truly value having you as a customer and hope you 
  will accept our sincere apology.
  
  Please let me know if you have any other concerns or questions, and I'll be happy to address them 
  personally.
  
  Sincerely,
  
  *********************, GM
  
  
  

  
  

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