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:12/04/2023

  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.

  Made a 5-nights Pre-paid reservation at Quality Inn, **** Rockwell, checked in on 11/22/23, Wi-Fi had issues, room keys werent working, had to postpone my online meeting. turned off the fridge and the heater, making a loud noise at night. "Hot breakfast was just a hot waffle, plus bad coffee and old muffins and bread. Gym was broken, they said machine was broken for years. This was no Inn with Quality, every 10 min had to re-register for free Wi-fi, the noisy room, bad keys and the "Hot breakfast".Saturday 9 am was no hot water, asked reception (black girl) was told pipes broken the night before. An hour later told reception to let the manager know if no hot water by 11 am they owe me a refund. She got angry and called the manager, *********, put on speaker, told ********* what I wanted, but she was very unapologetic about the situation, she said she had my phone number and would call me Monday. As I was leaving, I told the black girl that she never told me the manager was going to call me. She screamed and said I was lying, I repeated myself as I was going up the stairs. Then a black guy (braided hair), ran towards me screaming to apologize to the black girl. I asked who he was, was told he worked at the hotel, continued profanity and threatened me to f me up and throw me out. the black girl was also yelling to me to go back to my room. Later had to leave for an appointment, when I came back asked the other receptionist if the security cameras capturing the entire incident could be viewed by management and explained what happened. I also asked if I could check out a day earlier, due to the incident. He apologized for the incident, and changed my check out from 27th to 26th, and let ********* know. Sunday morning, I came to the lobby, the same black girl was the receptionist, and the same black guy was talking with her. They called ********* and while lying about yesterdays incident I yelled "you are lying", ********* asked them to let me speak, so I tried to explain what happened and asked her to watch the camera footage. Unapologetically, ********* told me she was home, and would call me Monday. I went to check out, but receptionist couldnt refund one day, for my early check out, called ********* again, was told, she was taking care of it from home. On Monday I never got a call, and no refunds. I called on Tuesday and was told ********* had called in sick. No calls and no refunds on Wednesday but noticed the hotel had charged me $15.01, I asked what the charge was for, ***** didnt know, and thought it was odd, so refunded the $15 back. And left a message for ********* to call me. On Thursday, I called, and ********* answered very cold saying what do you want ****. Shocked by her greet, I asked why she never called me, never refunded my last day, and what about the refund for that whole incident with no hot water, the employee disrespecting me and one of the guests trying to attack me and asked if she watched the camera footage. she carelessly told me her staff informed her that I had checked out on Monday, and that no refund was due to me. She also said the incident on Saturday was my fault, but she had instructed her staff to refund me $15. I was so furious by then that she was so biased and never cared to ask me what happened and just believed the receptionist and the black guy who were the cause of the argument, and that she didnt know that there was no refund of $15; it was a charge of $15 at first but was reversed due to me questioning it, and that she didnt even remember that I checked out on Sunday, despite her being on the phone that day, as well as the other receptionist also informing her. ********* is a very bad manager for not caring about what is going on at the hotel she is managing, and the black girl should get fired for disrespecting a guest as well allowing her friend, the black guy, to attack and insult a hotel guest who pretended to be a worker at Quality Inn. They owe me a full refund.