ComplaintsforQuality Inn & Suites on the Beach

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acct: ********* Date: 9/15/23 Room 101 Arrival: 9/15/23 7:15PM Check-out: 9/15/23 7:30PM Room 101 had toilet water leaking form the upstairs room, and the bathroom floor, toilet, and bathtub were covered with nasty water. Paint was peeling off the walls in multiple places around the room. Wall next to back door exiting to the beach had bubbles in the paint, and if you presses on the bubbles water came through the paint. Furniture in the room looked like it was taken off the curb from bulk pick-up. After going IMMEDIATELY going back to the office, the manager showed us two other rooms, and although they did not have a flooding issue, they were still unclean and unacceptable. We are Choice Privileges members and stay in over 25 Choice Hotels each year and NEVER have ANY of the locations been in such deplorable conditions. We declined the two other rooms that were offered and asked for a full refund after 10 minutes of checking in, and we were charged a $40 cancellation fee (for refusing to stay in an unsafe room). We contacted Choice Hotels customer relations and were told someone would contact us regarding a refund of the $40 and we have yet to hear from anyone after seven days. Due to the unsafe condition of the room, we are requesting a refund of the $40 cancelation fee we were charged. We would have been staying at this hotel on the beach if the rooms had been safe to stay in. We instead had to find another room in Corpus, and of course last minute there were NO hotels with direct beach access available last minute, so we were forced to take a hotel about 20 minutes from the beach. We paid $311.03 minus refund of $271.03. Requesting refund of $40 for cancelation fee charged.

  Business response

  09/21/2023

  Guest made a reservation for 9/15-9/17, for the beach front room. The guest checked in late in the evening on the same day it was storming in **************, **. After checking in, they found issue in room number 101, due to heavy rain and flooding in the room. Guest was show two other suitable rooms and chose not to stay. Per the hotel policy, guests usually have to be charged for 1 night stay but instead we only  charged $40 per the cancellation policy.

  Customer response

  09/29/2023

  Complaint: 20638119
  
  I am rejecting this response because: we checked into the room at 7:15 late because we had dinner plans with family at 5:30 upon arriving in **************. We did call ahead to the hotel to let them know our approximate arrival time and were told It was not a problem. Although it was cloudy in Corpus, it DID NOT start raining until around 9:00pm and the rain was NOT a factor with the unacceptable conditions in the rooms. The water that was coming through the ceiling in room 101 was NOT rain water, but was sewage water leaking from the toilet above.  We did not take photos in rooms 103 & ********************************************************* those two rooms. The added photos show that it was not raining, so rain was not a factor in our decision to ask for a refund and our unwillingness to stay at this property.  The fourth image shows the room as it is shown on the Choice Hotel app, and it DOES NOT depict the current rundown condition of the room and amenities and the last photo shows the bed in room 101. I do have additional photos that show the dilapidated condition of the room, but am limited to number of photos on this response. When we pointed these issues out to the person on duty and asked why they would assign this room to *anybody*, her response was that they did not check the room before we arrived. $311.03 was the fee for a two night stay; however, I WOULD NOT have stayed there if they offered the room for FREE. The conditions are deplorable, and to say the rooms are not fresh is a poor description of the condition of the rooms off-putting odor. 
  Aside from attempting to resolve the $40 cancellation fee with the hotel at the time of canceling our reservation, we have also contacted the Choice Hotel customer relations team and brought the poor condition of this propertys rooms to their attention. We travel often and always stay at Choice Hotels (25+ times per year) and NEVER have ANY of the hotels allowed to carry the Choice Hotels name fallen to this propertys low level condition.  The property manager didnt seem to see anything wrong with the rooms and came across as insulted that we had negative opinions of the property. We would have loved to stay at this property if the rooms mirrored the images they depict on the reservation site, but sadly the rooms look to have been neglected of repairs and updates for at least a decade. To say we were disappointed that we had to refuse this stay and search for another hotel last minute is an understatement.
  
  Kind regards,
  
  *********************
  
  

  Business response

  09/30/2023

  Hi for the customer service Guest were refunded $40 cancellation penalty back on her card. Refund will take about 5-7 business days. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at this hotel from June 16 thru June 19th, 2023. The shower was scalding hot and could not shower. Several complaints were made. Was told they had no rooms and no refunds to find another hotel. Manager was never available nor tried to contact us. Was told late the last night we could change rooms. With checking out the next morning it was worthless. The fire detector was covered with a plastic bag. The balcony chair was missing a quarter of a leg which presented possible injury if we had not noticed. This is the worst stay I've ever had. I feel a refund is relevant.

  Business response

  07/07/2023

  Hi 

   guest stayed with hotel 3 nights, no complain was made during the stay. After the check out guest complain through the email regarding the issue. Guest complain to fire marshal *********** fire marshal ********* *********************** came at the hotel on June 29 to inspect the room guest stayed. NO issue were found.  no settlement was done. 

   Guest complain to choice hotels corporate on July 6th with comment ID ********. (honored ***** CP pts compensation promised by the previous rep ** billed to franchisee due to valid complaints
  **2023-07-07 18:06:33.0** WEBSVC_GUEST_REL --------------------
  Comment closed using *** by gm.tx734)

   Guest received already compensate from the corporate. 

  Customer response

  07/10/2023

  Complaint: 20284527
  
  I am rejecting this response because: my daughter is a witness to the complaints made as well in person. Was told the manager would be on site 10 minutes after my first complaint  which they did not show. I'm sure their security cameras would also show us at the front desk. When in the shower they sent up an employee to the room and couldn't find a solution. The next day was told there was nothing they could do because the plumbing needed to be torn out if the wall. If you wish a statement from my daughter as well please let me know 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July4th 2023 We rented quality inn on the beach upon arrival you can smell mold in the hallways , Room is dirty , ceiling is caving in. , walls broken , broken ice machine , dirty green pool with stuff floating in it , phone line broken in room , I tried to get a refund and leave, they were gonna charge me another 60$ on top of the 216$ that I payed because I wanted to leave ! This place is disgusting ?? and I dont know how its still running I dont know ! There is no a/c in the building only in the rooms , the area where you eat in no a/c. And smells like mold , the staff was not nice , they tried to cover the mold smell with cleaner , my kids have asthma this is unacceptable!!

  Business response

  07/07/2023

  Hi Guest checked in to the hotel @ 16:42. after staying in the room and used the pool for hour guest came at the desk 17:56 wants to cancel the reservation. guest were asked by the Front desk the reason, Guest c/o about her concern, ***** was offer the different room, refused by the guest. Told guest she paid to the third party (expedia) we will refund the entire amount on the expedia card (virtual card) and guest will be charge only $60 for the cleaning and cancellation processing fee. Guest left from the front desk stated she will stay. 

  Regarding ice machine it was 4th of July holiday, all the guest were using the machine, told guest need  to wait 20 min to make the new batch of the ice. 

  There were no issue was in the pool, Pool is inspected every 3 days by pool specialist.  

   

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