ComplaintsforQuality Inn & Suites

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I travelled to ***********, as I do several times a year, on May 10, 2024 for business and made a paid reservation at the Quality Inn and Suites, North, located at ************************. When I arrived at the hotel on May 10, I was told that their "system was down" and that while they had a room available, I would have to pay again, IN CASH, for the room despite my confirmed paid reservation. I offered to show the clerk the documentation of my paid reservation, or to connect her by phone with my booking agent to confirm that the reservation was indeed fully paid. The clerk refused. Having noticed that the clerk offered no receipt or written confirmation of their payment to the two customers in line before me, I declined to pay in cash, and ultimately had to rent a room at another hotel, paying a much higher rate for the same quality of room. When I contacted my booking agent to obtain a refund for my confirmed paid reservation, I was told that the hotel had no record of my having come to claim my reservation, which confirmed my fear that the hotel or its employees were engaged in a scam to get paid twice for confirmed reservations. I would like credit back for the paid reservation; as well as reimbursement for the $ ****** that I had to pay to book a similar room for the weekend so I could complete my business in ***********.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  2-18-24 I made a reservation for a two night stay at quality inn in *********** for the amount of ******. I went to check in around 7pm and the lady was rude. Said she couldn't rent the room to me. I asked about the money and she said they were going to keep it. I never got the room or money back.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a non-smoking, 1 king bed at Quality Inn & Suites North near I-44 in Springfield, MO the night of Wed 12/21/22 (Confirmation # ********). Upon arrival, I checked in & was placed into room 311. This room had 2 beds with the bed linens fully removed & placed in a dirty pile on the floor, & the room had an unhealthily musty odor. I went to the front desk about this, & they graciously changed my room to 333. This room had similar problems - (1) used/rumpled linens and towels throughout the room, including a recently slept-in/unmade bed; (2) trash throughout the room, including a partially-filled trash bag on the floor; (3) uncleaned surfaces, including food chunks in the sink & a yellow stain on the toilet lid that was likely urine; (4) an unhealthily musty odor; (5) a dirty/dysfunctional microwave & fridge station, & (6) numerous carpet stains. I assumed the cleaning service was essentially non-existent or not working at this hotel, & chose to sleep for 3-4 hours on top the mostly-untouched second bed in 333 with a mask because I had already paid $73 & it was getting late. I would normally sleep the full 8 hours, wash fully, enjoy the breakfast, & use the fitness room. In this case, I awoke after the 3 hours & wasn't comfortable with the air quality - it almost seemed like an aerosol, maybe there was mold or bacteria from of the lack of upkeep? I did feel a little bit of a sore throat/coughing a few hours after my stay, but had recent vaccine boosters & was glad I had at least slept on top of the blankets with my mask on & avoided touching surfaces/used hand sanitizer. I squatted over the toilet to not touch the lid, did not change clothes, & showered the next day at another location. Because of the grossly inadequate conditions at this location, I would either like a refund or a free night at another hotel with clean rooms, a fitness center, & complimentary breakfast. I filed a BBB complaint with the specific hotel location, but have not heard back yet.

  Business response

  03/20/2023

  She was not charged.  We refunded the third party.  We collected no charges from her.  So she needs to reach out to the third party to get refunded.  

  Customer response

  03/30/2023

  It took me some extra time to access/look over my credit card statements regarding a $73.00 refund for my Quality Inn & Suites booking. Unfortunately, my credit card statements only show a $73.00 charge on 12/22/22, and no refund for that amount from that date until the present. My ******* account also shows no refund for the booking. Consequently, the response from the business appears to not be accurate, and I would still like a refund.

  Customer response

  03/30/2023

  Adding another file, which shows the $73.00 credit card charge on 12/22/23.

  Customer response

  03/31/2023

  Accidentally saved some of the statement files as .docx instead of .jpg; this zip file should have these files in the correct .jpg format.

*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. ↩