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:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 booked a reservation at Quality Inn hotel in ****************, ** from 4/5/2025 - 4/7/2025 (2 nights). This was a 2 day trip to visit my 93 year old mother in her nursing home. On 4/4/2025 my sister called me to inform me that my mothers roommate has covid and this section of the nursing home is on lockdown not accepting any visitors. Distraught about my mothers health I forgot to cancel my hotel stay. But I noticed Quality Inn charged me for the entire 2 days when I looked at my bank account on 4/6/2025. I immediately called the hotel at 1pm on 4/6/2025 asking them to reverse the charge. They said they won't reverse the charge for 2 nights. I also said I'm calling on 4/6/2025 informing them I won't be arriving they still booked me for that night also. This charge was for $163.55 and was for 2 nights. Then Quality Inn also charged me at no show penalty for not staying at the hotel of $82.65. It's illegal to charge a guest for the full amount of $163.55 when they don't show up and then charge then a penalty for not showing up on top of the entire amount. That is 100% fraud. I request the full amount of $246.20 be refunded to my bank account because ********************** is committing fraud.

  Business Response

  Date: 05/16/2025

  Dear
  Better Business Bureau, 
  
  Thank you for reaching out regarding Mr. ******** complaint. We appreciate the opportunity to clarify the matter. 
  
  Mr. ******* booked his stay at Quality Inn OFallon, **, through a third-party online travel agency (OTA), such as Expedia or ***********, under a **non-cancelable, non-refundable policy**. This policy was clearly stated at the time of booking, and as his reservation was made through an OTA rather than directly with our hotel.
  
  We understand Mr. ******** frustration and sympathize with his situation. However, the **no-show penalty** is a standard industry practice for non-cancelable reservations when a guest does not check in. This charge is applied in accordance with OTA policies and is not a fraudulent action but rather an enforcement of the agreed-upon booking terms. 
   We provide fair and transparent service to all guests and hope this explanation clarifies the matter. 
  
  Sincerely, 
  
  Hotel Manager 
  Quality Inn OFallon, IL  
  

  Customer Answer

  Date: 05/19/2025

  Complaint: 23338511
  
  I have reviewed the business' response and am rejecting it because:

  You dont seem to clearly understand both what is considered fraud and the details of how you hotel is billing guests.  So i will explain both to you:

  First you charged my credit card $163.55 on April 5 which was for 2 nights which I didn't stay and also called to cancel on April 6 at 1pm.  So you should not have charged me for the second night because I called.  

  Second you then charged me $82.65 for a no show fee on April 7.

  You charged me a total of $246.20.  

  I would suggest you speak with an attorney because you don't seem to understand what fraud is.  You cannot charge a guest the full amount of their stay when they did even walk in the front door of your hotel and then also charge them a no show fee.  I'm sure I'm not the only the only person you did this to but any judge or attorney would easily recognize this as fraud.

  I request you refund me the entire amount billed of $246.20. If you don't refund my total charges I will submit a complaint to both the Illinois and California Attorney Generals for fraudulent business practices which will open an investigation on my situation and expose your books and records of all other guests activity.

  If you don't believe me about the fact you are committing fraud then contact an attorney to find out.  You wont find any attorney who will have confidence you are acting within good faith business practices to avoid further action.  A judge has the power to close down your hotel and/or fine you thousands of dollars if its determined you are operating your business with fraudulent billing practices.

  Sincerely,
  
  **** *******

  Business Response

  Date: 05/20/2025

  
  Dear  Arother ****
  

       Thank you for reaching out regarding the refund. I understand that waiting for a refund can be frustrating, and I sincerely apologize for any inconvenience caused.
  As mentioned, the refund has already been processed from our end, but banking systems generally require 6 to 7 business days for the amount to reflect in your account. Unfortunately, this timeline is beyond our control. However, if you need a reference number for the transaction, Id be happy to provide it so you can check with your bank.
  Please let us know if theres anything else we can do to assist you. We appreciate your patience and value you as our guest.
  

   Best regards,
  management team  
  quality inn ******** il 

  
  

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  As you can see on our Life 360 app we didn't arrive to the hotel until 5:45 p.m. on Thursday but it said we completed their online survey at 3:02 p.m. almost 2 hours before we even checked in. In the second screenshot you can see where it sent us another email stating that we gave them a 5 star review. The room and breakfast were fine, it was clean, and the air worked good. We, however, would not have given a 5 star review, as their hot tub was closed, which we did not know until we arrived by a posting on the door. The swimming pool was 60 degrees and when bringing it to Management's attention were told "it just is what it is, it's not heated, it's an indoor pool". This is really the only reason we chose the hotel was so our son could swim, which we did not let him because of the temperature. All that just to say, we still would have left a 4 star review because everything else was above average, but not 5 star. My wife booked the hotel because of their reviews being so high, and if they are writing the reviews themselves before their occupants have time to write them, I can now understand why. This is falsifying information and I'm highly upset and disappointed that they are getting away with this.

  Business Response

  Date: 10/03/2024

  Dear Guest
  
  I understand your frustration,especially since the pool was a key reason for choosing the hotel., you are complain about pool water temp you writing to express your concerns regarding your recent stay at your hotel. You chose your hotel primarily because of the pool, but unfortunately, the pool temperature was too cold for our son to swim.
  
                          According to the hotel ************************************, Pool temperatures should be maintained between 76F to 92F. And we following this water temp we are Maintain.
          We also hope that you address the pool temperature issue to prevent future guests from facing similar disappointments.Additionally,
  
   We noticed that a review was submitted under your name before we even checked in. This raises serious concerns about the authenticity of your reviews. We request that you can modify or delete the review that was not submitted by you but hotel newer setup this kind of narrative. and you can see all the platform has 1 star to 5 star all kind of reviews so really this time we not think this direction

  Thank you for your attention to this matter.

  Sincerely,
  

   

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 had a reservation at the Quality Inn in ******** for 5/31/24 thru 6/2/24. I checked in and was advised that they needed a credit or debit card for my deposit, which was $150.00 and it would be refunded after checkout. I gave them my card, which seemed odd since I had already used my card on booking.com to pay for my room. The room fee was taken out, and then also the $150.00 was charged as well. I checked out on 6/2/24, and as of today, 6/6/24, my refund has not been made, and the transaction is not showing as pending any longer. I want my $150.00 back. I called the hotel, asked them to look up my room and see if there was an issue, and they asked for my first name and when I checked in and just told me that it would be back in 5-7 days now. She did not ask for my last name to look it up or a reservation number. I feel like I was scammed. My reservation number was **********.

  Customer Answer

  Date: 08/07/2024

  My complaint has been resolved.