ComplaintsforQuality Inn & Suites Greenville

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had 2 different stays at this hotel. They swiped my credit card both times for "incidentals." I checked out both times and both times, they charged me $2.50 after the check out. One was June 25, 2026, and the other was June 26, 2026. They said that the $2.50 fee was a service charge. I was never made aware of there being a $2.50 service charge fee. When my card was swiped, it was for incidentals.

  Business response

  07/16/2023

   

  Please refer to the below that is an example of verbage taken from Third Party booking Site.  In the "Additional Information" Notes on all confirmations from all and any booking site, it does state than any other Hotel fees and/or Secuirty deposits are collected at check-in fom the guest directly.  This is guest responsibilty to know the terms, conditions, and policies of the property.  As we are very sorry guest is upset about this, these charges are valid.  This property as well as a lot of other properties charge additional fees that guest are required to pay.  Going forward we will educate staff in explaining these fees more clearly if customer inquires to avoid further confusion. 

  Thank you for your time

  Important Information
  Additional property fees
  These fees and deposits only apply if they are not included in your selected room rate.
  The price DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.
  You'll be asked to pay the following charges at the property:
  Deposit: USD 100.00 per stay
  We have included all charges provided to us by the property.
  
  Rules and restrictions
  For rules and restrictions please view your full itinerary.
  Cancellations and changes
  Cancellations or changes made after 4:00pm (property local time) on Jul 19, 2023 or no-shows are subject to a property fee equal to 100% of the total amount paid for the reservation.
  
  
  
  © 2023 *******, Inc., an ******* Group company. All rights reserved. *******, the ******** Logo, *** *** and ******Cash are trademarks or registered trademarks of *******, Inc.
  
  View online

  Customer response

  07/19/2023

  Yes, they charged the $100 deposit that was stated by running the credit card, but charged $5 that wasn't stated. they just randomly charged that as a fee and I assume collect from everyone using it as a racket to make extra profit. should be illegal.

  Business response

  07/21/2023

  As We explained many time this is a Destination Service Fee. This fee is collected from every reservation. This fee is stated on your third party booking details as provided in earlier communication as a fee collected by the property. If you book any reservation on your confirmation included in the total are these fees.  We deny the allegations of this fee being a "rackett".  We will further educate staff in explaining these fees in a clearer and more detailed way in the future.  

  Customer response

  07/24/2023

  No where does it say you will be charged $2.50 for some random ********* fee nightly. only it says $100 refundable damage deposit. quit making up stuff. you are misleading the people. charge the $2.50 in your room price if you don't want to be a crook. its clearly a hidden charge that people won't go the trouble to complain about bc of the amount. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When we check-in we ask the manager if they allow emotional support animals and he said yes and charged us $100 deposit said we would get it back when we checked out so we check-in and all was good then the maid knock on the even though we had the do not disturb sign out and when she knocked on the door the dog barked once and then the manager came and told us to leave and refused to give us the deposit back and there was nothing wrong with the room and it was clean and right before the maid had come we had just purchased another night. So I think we should get a refund on the night that we didn't get to stay and our deposit. The manager's name is phenal

  Business response

  04/28/2022

  Our hotel is not a pet friendly hotel, however we do accept service dogs. Emotional support is not considered a service dog per the ADA. The direct quote from the ADA states " Dogs whose sole function is to provide comfort or emotional support do not qualify as service dogs." The guest had three dogs in the room and did not let the front desk know when they checked into the hotel. They had the do not disturb sign on the door to conceal the fact they had three doges in the room. The guests were asked to leave and the deposit was kept due to the fact they were not truthful. The room had to be shut down for a night and not sold to someone else do to the smell of the three dogs. 

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