Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was staying alone at this hotel right before the Thanksgiving holidays. I was in the process of trying to get home as I found myself in a unfortunate situation, and my mom had recently passed away. I stayed 3 nights. Upon checking in I had started getting a bit worried as the inn didn't resemble at all as it was depicted in the pictures it used in it's advertising. I wasn't in my room but for one night and I went to go to the store next door and realized I had forgotten something so I ran back to my room I had not even left out of the inn yet. I was about to open the door when the girl who worked the front desk all of a sudden comes walking out of my room. I was really surprised and honestly uncomfortable with this as no one bothered to notify me that they'd be entering my room and I just saw her seconds before I was going to the store. She then proceeded to give some excuse on why she was coming out of my room. She then tells me she wants to move me o another room I have to then take all my luggage to a different room. I'm now a bit uncomfortable because I've never been in a place that doesn't bother to notify you they'll be entering especially when they saw you about to leave seconds before. I get into the room and the ** won't work I asked for help which never came, only to be moved to yet another room the next night. On my last night I take an Uber to go see a friend when the same front desk girl calls my phone I hadn't returned yet it wasn't even 11 pm and she wants to know if I'm ok. It surprised me and I said yes I'll be back shortly upon arriving back I noticed something wasn't right.my stf had been gone through and 300 dollars had been stolen along with 2 of my laptops and my leather jacket. I immediately am in tears and I go straight to the front desk for help where the older Asian man working was very rude to me and told me no one broke into your room.i said sir yes they did in not here trying to bother you. I asked him for help or if he would call the police but he told me I can go call them myself. I'm at this point so upset and scared and can't believe the way I'm being treated. I was being called a liar and no one would help me. I filed a police report and called the corporate number to see if they'd help but I was told to stay until morning by corporate and have them show me the security footage when morbing arrived. Well I stayed and ended up missing my bus home as I was trying to see the manager to see the cameras the manager wouldn't come and they never showed me the security footage. I've tried and tried to o reach the management and have been ignored. I was treated so badly and felt like I wasn't even worth anything by these people and this corporation. I'm to afraid to stay at a hotel now as I'm scared this will happen again and I'll be treated as if I'm nothing but some liar. The way they treated me made me feel so badly about myself. They discriminated against me but was going out of their way to help others there. I do feel it was the worker who robbed my room and I've been nothing but nice trying to work to resolve this. I'm still extremely upset and don't know what to do as corporates number just says they can't help I have to talk directly to management there as it's an insurance thing but the management/owner won't talk to me I've tried for my months. I have filed a police report with ********************** the night I was robbed.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room for one night (September 20th) using the ******** Forces Travel website, which is administered by Priceline. The website states this Quality Inn has an airport shuttle. We called the hotel at about 12:30 PM on September 20 to request a shuttle from ******* airport. A hotel employee stated the hotel does not have an airport shuttle. I then requested a refund. The employee refused and told me to call back when the manager was available. I tried several times to contact the manager via telephone, but they are never available. I also contacted American Forces Travel, Priceline and Choice Hotels (the parent company for Quality Inns). They all tried to contact hotel management, but were also unsuccessful. I have disputed the $93.28 charge with my credit union.

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked in to the hotel the morning of 09/20 and there was **** all over the bathroom floor, pubic hair in the tub and stains on the bed. We requested a different room and the employee was upset. He went off to find one for about 10 minutes & when he found one we asked to please see it first. He cussed and we walked away to see the room. As soon as we opened the room fresh pee smell hit us. There was mold on the walls, stains on the toilet and beds. The front desk person refused to refund us, so we left to another hotel. This is concerning because of health risks.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter requests assistance from BBB to recover the payment I made to Quality Inn in ****, *******, **********, in anticipation of staying three days during our visit to **********.My wife and I checked in to Quality Inn on the 29th at about 1:30 am. We had a booking for three nights, which we had made two weeks prior through Expedia. The room we got was room number 119, a downstairs room.To our dismay, the room looked dirty and had a foul odor. When I raised the bed cover, I found strands of hair under the cover and also bed bugs in the corner of the mattress. The white bathroom sink had a big crack, and it was patched with black cement. There was no hot water and had black mold around the bathtub. I immediately went to the reception and complained and requested a different room. The receptionist said she would change the room once one was available. As I got into bed, thinking we would somehow manage the night, we realized the air-conditioning was not working too.I also have pictures and a video of Cockroaches crawling the walls.I complained again early in the morning to the reception and asked for a full refund for the pain and suffering we went through not being able to sleep at night.We decided to check out early the next day, and the receptionist said the manager refused a refund of $535, the amount they charged for the three days.I have attached pictures of the room to support my claim. I have also attached the hotel managers response to my email requesting a full refund.I firmly believe that I must receive a full refund immediately. Expedia should remove these types of vendors from their website until they maintain proper standards to avoid these types of happenings in the future.Thank you Room 119 Account # ********* Arrival Date 07/28/23 Departure Date 07/31/23 Check-in time - 7/29/23 @ ***** am Total charge from the hotel $ ****** GM name - EliMin

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have so many things to say about this hotel but since I am limited to **** characters, here are my main complaints. I booked a "Pet Friendly" room on Priceline from 8/2-8/4. I tried to cancel the booking the first day but was told I could not. Tried to suffer the night through and woke up itchy and had to shower with cold water and a slice of bread for breakfast and was told yet again I could not cancel my second night so we could book somewhere else. Priceline and Quality Inn advertise this hotel as having "Free Breakfast" but they served 1 slice of toast at 8:30am, the photos advertised are literally not the same photos as at the hotel, the rooms are disgusting including crumbs/bugs in the bedding, old loofa in shower from previous tenant, burn holes in carpet/walls, no hot water to shower, ice was served in a cooler, their "Fitness room" was just a storage room and unusable, the list goes on and there are pictures to show it. I have never stayed somewhere so horrible. I will never book with Priceline either since they advertise this joke of a hotel. To top it off I was charged a $100 deposit because we had pets in a "Non-pet friendly room" but we booked a pet friendly room through Priceline and our dogs were with us when we checked in with the front desk. We have tried to contact the manager *** through phone calls and emails and he never gets back to anyone. Priceline won't do anything about it either because *** keeps telling them not to allow a refund. I have been completely helpless as a consumer during this entire experience. I tried to leave from the start and they wouldn't. I can't help but feel this hotel is a scam to take people's money and I can't believe they are still in business. You can do a simple ****** search and see that everyone has the same experience with this hotel. I only wish I had researched this hotel more before I booked it. I assumed Quality Inn meant it was branded and at least has some sort of expectation they were held to.

• Initial Complaint

  Date:06/28/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lack of professionalism and absent customer service from top to bottom is appalling. I'm suggesting anyone who reads this not give this dirty, rundown establishment a single *****. The franchisee, ***, admitted to "passing off my message for someone else to deal with me." He never responded to my phone calls and emails spanning several days (about the "late check out" fee the entire staff seemed more than eager to charge me). I explained the extenuating circumstances and asked if he was able to forgive the $50 deduction they took from my already too high $100 deposit at check-in. He could not have been more cold and rude, nor could he honestly justify the policy to hold any merit except that his staff should have verbalized this policy when I was running late instead of the front desk clerk's patronizing phoniness. He implied I was intentionally napping well passed checkout because "it happens a lot in hotels." He did not want to speak anymore, said it was not going to end how I wanted it to end, and also that he DID NOT CARE if I stay at choice hotels because each one is it's own franchise so my loyalty and business sent to the entire group meant nothing to his greed and the hotel he has not a clue how to run. How he sleeps at night and how anyone chooses to hand that money ****** their money I haven't the slightest clue. The entire franchise needs to find a new line of work. The **** of the hotel industry are hospitality and customer service and this place is everything but that. It's a comedy of errors, insults, and will be out of business soon.

• Initial Complaint

  Date:06/18/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this raggedy establishment when I checked into the hotel room the heater didn't work the towels were stained and dirty it stunk,no hot water there was also ants.I asked for another room and the lady was rude and told me most of the rooms in the middle of the hallway has hot water issues.the next room I was moved to the heater didn't work low water pressure major ants.i paid for two weeks at this place and when I checked out quality inn hotel stole my 100$ deposit. Their blankets that are on the bed were dirty so I returned them to the housekeeper and asked just for sheets.and come time check out my 100$ was taken by quality inn. The girl at the front desk had already had the police called on them because she stole another customer's ID and credit card,the owner is foul and racist he refused to return my deposit and told me to get out or he would call police.the police had been there twice while I was there about quality inn hotel taking customers deposits for no reason,refusing to check the cameras as proof none of there dirty blankets were stolen .check there site for the reviews on quality inn hotel in **** it's a health hazard in general.and they are false advertising and making up prices as they go along. My credit card was also charged 2$ the day before I checked out and that also wasn't supposed to happen. These entities are scammers false advertisers, and racist to top that off. The ** didn't work for threedays and that didn't care and was mad when you asked about it.

  Business Response

  Date: 06/19/2022

  Hi,

  my name is *** and I have taken over the Quality Inn in ***** This specific guest stayed at the hotel before the change of ownership. However, looking into the folio of the guest the deposit was forfeited because blankets were missing after they had checked out. Also, there were more guests than there were registered in the room. Additionally, it is a bit confusing why this guest extended twice if he was having such a terrible experience with the hotel.

  Thank you for considering the hotels side of the story.

   

  *** Min

  Quality Inn Kent

  Customer Answer

  Date: 06/20/2022

   
  Complaint: 17446761
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************* ,THE LIE ABOUT THE DIRTY STAINED BLANKETS WASN'T SAID UNTIL I CHECKED OUT.I HAD NO WHERE ELSE TO GO ALL OTHERS HOTELS WERE BOOKED UP,AND THAT IS BESIDES THE POINT.QUALITY INN THEM DOPE FIEND RACIST WORKERS STOLE MY DEPOSIT WHEN I WAS CHECKING OUT.THE ONE GUESS I HAD DIDNT STAY ALL NIGHT SHE WORKS AND WOULD GO TO HER PLACE OF EMPLOYMENT WHEN EVER SHE CAME TO VISIT. THE POLICE HAS BEEN CALLED MANY TIMES DUE TO THIS ANT INVESTED HEALTH HAZARD OF A HOTEL BECAUSE THEY WERE STEALING OTHER *****S DEPOSITS ID AND CREDITCARDS,I WITNESSED A LADY CALL THE POLICE FOR THIS SAME REASON.THE GIRL GOT INTO A FIGHT WITH A CUSTOMER BECAUSE SHE STOLE THE ***** ID.THE STAINED COVID 19 BLANKETS WERE GIVING TO THE HOUSE KEEPER AND THIS IS AFTER I CHANGED ROOMS DUE TO THEM NOT HAVING NO HOT WATER AND ANTS IN THAT ROOM! I WANT MY 100 DOLLARS PLUS THE 2DOLLARS YOU CHARGED FOR NO REASON.QUALITY INN ARE RACIST SCAMMERS BUG INVESTED PEOPLE LIVING IN YOUR DUMPSTER, WHICH I WITNESSES MULITPLE TIMES.

  Customer Answer

  Date: 07/14/2022

  General delivery ******************************

• Initial Complaint

  Date:05/23/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8 2022 I prepaid for a hotel room through Priceline for $78. When I arrived at the hotel I was charged again for the hotel plus $100 deposit, and $40 for my service animal! I have contacted the hotels ************* Gang and Priceline about the refund. The hotel is saying that they paid me back and I have not received it. I asked for proof of the refund and I am yet to receive it! However I am disabled and live on a tight income each month and I need my money back. I was to tired to drive home. I use to work for the Quality Inn and several other hotels like the Hilton and Red Lion downtown ******* as a front desk agent, reservation agent, PBX Operator and M.O.D / Security. I know how you are supposed to treat a customer and I know there rights and mine where violated.