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:09/26/2023

  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 checked in to the Quality Inn on 8 September 2023. Upon checking in, I was informed that the key FOB system was down, and they were working to fix it. The gentleman let me in my room with the universal FOB. I left for a game I was attending and when I returned around 9:30 the issue was not corrected. The issue arised when the universal FOB didn't work anymore, and he couldn't get the key to work either. I waited over an hour but they couldn't get me in my room. They found an empty room to put me in for the night, but I didn't have any of my personal belongings, including medicine I needed to take. I am currently under the care of a doctor for Stage 2 breast cancer. I missed my dose and other medications i needed to take and no one seemed to care. The next morning, the issue was not resolved but they were able to get me in my room. I had to leave again for a game but was told to leave my door cracked open. I refused to do so and closed the door. This issue with room keys was never resolved and every other hotel was booked that weekend. I had no choice but to stay. When I checked out on Sunday, I asked about compensation and was told to call the manager on 14 September. I've called twice and still haven't spoken to any managers. I don't think I should have to pay the amount of $367 because this hotel is subpar from the rooms, common areas, and management.

  Business Response

  Date: 10/12/2023

  Hi, I'm responding to Mrs ******** complaint..We are very much aware of her issue that took place on the day of September 8th, We did consider Mrs ******* an option on checking out on her 2nd day of stay with us but Mrs ******* decided to complete her stay for the remaining days, Which we also was very apologetic on her concerns on the 1st night of being locked out of her room, due to our key machine had technical issues, We informed each present Guest upon arrival on the issues that our team here at Quality Inn was trying persistently to get it all resolved&being understanding enough to get her inside another vacant room, She was told to contact our Manager via email for an update as of speaking with the Supervisor & General Manager we would like to offer Mrs ******* one night off of her stay of a total of $136.47

  Customer Answer

  Date: 10/13/2023

  The response from the business is inaccurate.  I was never asked if I wanted to cancel my room.  There were no other hotels available in Ruston. That's how I ended up at that hotel.  Another inaccurate statement was that I was told to email the manager. That is untrue.  When I checked out, I asked about any comps and was told to to call the hotel on Thursday, 14 Sep to talk to the manager.  I called 4 times within that week, with no call backs or anything from the manager. 

• Initial Complaint

  Date:06/08/2022

  Type:Product 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.

  On Friday, June 03,2022, my family and I checked into the Quality Inn in Ruston, La. upon entering the lobby, i noticed that there were a lot of old furnishing piled in the dining area but just figured there were remodeling being done. Once my family and I arrived to our assigned room, I noticed that there was a lighting issue, no light in the bathroom. I walked back to the reception desk to report the issue and was issue a key to another room to resolve the lighting issue. My family and I proceeded to the new room and immediately noticed that the room was filthy. There were finger/hand prints on the wooden furnishing, the bathroom had unflushed tissue in the toilet. The toilet had ***** hair and urine spots on it. There was tissue pieces with feces on it lying on the floor near the back of the toilet. The bathroom door would not stay closed unless something was placed behind it. I pulled the bedding covers back and noticed that there was a large are of mold or mildew on the sheets. I again went to the receptionist and this time, he accompanied me to the room. He stated to me that he was not house keeping and there were no house keeping on duty. He then went to another room and removed the sheets from another bed and gave them to me to make the bed. I then told him that I would like a refund. He refused to refund me so I had to go to the local Wal Mart to purchase cleaning supplies, Air mattress, sheets, towels and pillows because I had already paid for a 3 night stay and couldn't afford to leave without reimbursement. Although we didn't sleep in the bed, I we were bitten by what I think was bed bugs. I did show the bites to the receptionist the next morning. After trying to stay the full 3 days, It was decided by the family that we need to leave early because bed bugs, and the lack of care for the property and the customers. My family and I are frequent travelers and this is by far the worst motel experience that we have ever encountered. It was a nightmare .

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 5, 2022/06/20) */ Contact Name and Title: ****** Khatri. GM. Contact Phone: XXXXXXXXXX Contact Email: ********@CHOICEHOTELS.COM Thank you for bringing this matter to our attention. I just had a chance to review your complaint, and I'd like to apologize for failing to exceed your expectations. Guest satisfaction has always been our top priority, as we always make improvements to ensure we offer an exceptional experience for all our guests. It is true that we are making some improvement to our property. As we all know, renovation zones tend to get messy sometimes, whether from the dust, equipment, or materials. The company has always ensure extra attention is given by walking around the project area and cleaning up potential hazards. We have been taking precautionary measures and best work practices for conducting repairs and renovations. As the General Manager, I take all complaints seriously and I have addressed this particular issue and all your concerns with my team. In the meantime, we want to make this up to you. I will be willing to refund the last two nights of your stay. Please, call the hotel in reference to this resolution and I will be glad to speak with you. Again, I will like to apologize about the frustrating experience, but I really appreciate you bringing this issue to my attention.