ComplaintsforQuality Inn & Suites

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 21st I checked into a Quality Inn and Suites in Gibsonia Pennsylvania that was booked by the company I worked for. The attendant requested a card to be put on file for incidentals, and assured me the card would NOT be charged anything. My balance at the time was only $3. The whole reason I was in town was to make money working. The next day I noticed three separate charges processing in my account from the hotel. Two of the charges where $2, each incurring a $35 overdraft fee. And the third was a $60 charge which also incurred a $35 overdraft fee. All of which where processing at the time. I brought it to the front desks attention and he said he didn't see anything and would tell his manager to contact me. Sunday rolled around and when I checked out the front desk said his manager assured him any charged processing would automatically fall off at the following business day. We'll not only did that NOT happen. But they've now proceeded to charge me card $62 which incurred another $35 overdraft fee. Indian lady on phone said she didn't see anything. Said I couldn't talk to the manager because he's on vacation. So not only did they basically rob me. The hotel was absolutely disgusting. Bugs in the room. Smelt like sewage and compost around the entire complex. Horribly maintained structure. Rusting all over. Side paneling falling off. It's a health and safety hazard to even be open and running. I want compensation from them for this. This is the most stressful and horrible experience I've ever had with a hotel. If I could rate negative stars I would.

  Business response

  05/11/2022

  This letter is in response to your letter dated 04/26/2022 for Mr. ******* *******, after reviewing all the details thoroughly of Mr. ******* reservations. Mr. ******* had made reservations through hotels.com for two rooms with two queen beds, for arrival on April 218, 2022 for 3 nights. 
  Upon arrival Mr. ******* checked into both rooms and gave his credit card to cover any fees or incidental charges. According to his terms of the reservations a Hotel service fee was charged to his credit card in the amount of $10 per night per room plus tax. (Please see attached documentation) Mr. ******* has called to inquire about the charges in questions, but in a very vulgar and deplorable manner using extreme profanity and demanded his money back for the fees. 
  Our front desk agent once again had informed the guest of what the charges are for and if he does not agree with those charges he may contact hotels.com or his company who made these reservations with those terms. 
  In conclusion Mr. ******* needs to contact Hotels.com or his company for a resolution if he feels he needs compensation, the hotel employees have acted strictly to the policies of the hotel. Our hotel management or staff will not tolerate guests using extreme profanity to get what they want. 
  

  
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Quality inn and suites * ******** **** ******* ***** ***. I checked in at 830 called front desk around 10 to inform them hotel was dirty and had blood on the wall. Left hotel shortly after promised a refund if blood was found. Contacted today says because hotel was “ used “ I am forced to pay. There was garbage in the trash. Blood on the wall is my main concern. I want a refund also. I stayed in room for less than 2 hours. I also have proof of blood on wall

  Business response

  04/26/2022

  This letter is in response to your letter dated 04/06/2022, for Ms. ***** ***. We have thoroughly reviewed all the details of this incident. Ms. *** had made reservations through Priceline.com for a smoking room with one bed, for arrival on April 5th, 2022 for 1 night. This booking was made with the terms of non cancellable and non refundable. 
  Based on the notes from our front desk staff as well as Priceline.com, the guest wanted a refund after staying 3 hours of her stay in her room, by trying to find flaws of any kind. The guest checked in at 8:15pm and complained around 11:15 pm. Our front desk staff, offered another room, guest denied. Upon guest departure, the room was inspected and guest had used all the amenities of the room. This incident was later reported to Priceline.com as well. 
  Ms. *** never paid the hotel direct. If she would like compensation of any kind, she must contact Priceline.com direct and demand her refund from them if she still feels she needs to be compensated. 
  In conclusion Ms. *** needs to contact Priceline.com for a resolution if she feels she needs compensation, the hotel held her room for her based on our policy with Priceline.com, Our hotel employees have acted strictly to the policies of the hotel. 
  

  
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/3/22 I checked into Quality Inn &Suites at approximately 3pm. When entering the. Room the walls were covered in sweat from the tub leaking water. I turned the drip down as much as possible and turned on the exhaust fan and left to go get something to eat. When I returned the condensation was mostly gone but the tub was still dripping. After eating I started looking for an outlet to plug in my phone and had to pull out the nightstand. When doing so I noticed molded food on the floor behind the nightstand. I then had to pull the mattress back to find an outlet and the plug was missing the cover plate. At that time I started examining the rest of the room and saw several issues with cleanliness and safety. At approximately 4:45 I went to the front desk and informed the attendant of my concerns and let him know I would like to check out. He offered to look at another room. When looking at that room the was also food found behind the nightstand. At that time I informed him I was going to my room to gather my things and would meet him at the desk. He explained that he had no way of refunding me but he would have his manager call me after 6:30pm. I then left and checked into another hotel. After not hearing from the manager **** *****, I called at 7:45 pm he at that time said he would inspect the room and call me back. He called me back at 9:40 and said he would Email Booking.com and let them know I was unhappy with my accommodations and to process my refund. I called Booking.com the next morning and they were unable to reach the hotel but would follow up with Email and get back to me. Now on 3/9/22 Booking.com stated that the Manager **** ***** refused to refund the cost of my room not even for one night. I am seeking a full refund of $356.11 for unclean and unsafe arrangements.

  Business response

  03/16/2022

  This letter is in response to your letter dated 03/09/2021, for Ms. ******** ******. We have thoroughly reviewed all the details of this incident. Ms. ****** had made reservations through booking.com under the name of ******** ****** for a smoking room with a Jacuzzi, for arrival on March 31, 2022 for 2 nights. This booking was made with the terms of non cancellable and non refundable. 
  Based on the notes from our front desk staff as well as booking.com the guest was trying to get out of their non cancellable and non refundable reservations, by trying to find flaws of any kind in both rooms she was shown. Even though she checked in at 2:20 pm and came down to complain at 5:10 pm after some of the room amenities were used. Our front desk staff, showed the guest another equivalent room and the guest continued to try to find flaws and kept trying to get out of her reservations. This incident was later reported to booking.com as well. 
  Ms. ****** never paid the hotel direct. If she would like compensation of any kind, she must contact booking.com direct and demand her refund from them. 
  In conclusion Ms. ****** needs to contact booking.com for a resolution if she feels she needs compensation, the hotel held her room for her based on our policy with booking.com, Our hotel employees have acted strictly to the policies of the hotel. 
  

  
  

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am unable to accept the response from the Business. When speaking to the manager Dave on the night of 3/3, He admitted to being short staff and unable to keep up with the cleanliness of the rooms. My wife and I were not comfortable with staying in this room after the issues continued to add up. We did go to another hotel that was very clean. I understand that the other hotel may not have had the same room amenities but the most important thing is that is was clean and safe. With a leaking tub, sweat on the walls, and exposed wiring that is more than enough to show cause for safety. The overall cleanliness of the room was well below health standards. It is my opinion that if this establishment were to be inspected by the Fire Marshall or Health Department it would fail both inspections. 

  I Have spoke with Booking.com about the reservation and they have attempted to have the manager refund the cost to them so it can be refunded to me. The manger has refused to cooperate with Booking.com in this matter. 

  
  
  Regards,
  
  ******** ******

*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. ↩