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:12/13/2022

  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.

  I am a current guest and this rating is poor because of the straw that broke my back. The staff with the exception of one individual is very responsive and polite. However, one of the staff members needs training on communication. This person just called me, I am at work 65 miles from the hotel, screaming at me on the phone if I were in my room. After my reply this person continued to speak to me loudly, stating you have to pay...... I have been staying at this location since 10/30/22, while awaiting renovations to be completed on my new home. No courtesy, no greeting , just calling my phone to yell at the guest. This was the second time this individual behaved this way. Previously , when my room service request was not completed, he suggested I take my own trash out. Well that didn't happen. And while I am pointing out their deficiencies, such as abandoned vehicles on their lot, old signage still displayed, broken exercise room, broken laundry room, closed work center, dirty swimming pool, peeling wallpaper, poor maintenance, my bathroom toilet seat looks like it was set on fire, caulking around tub looks like a child repaired it, curtains falling apart, and various nuisance issues, such as storage containers stored in the walkways...etc. They do clean the rooms well, however there are many areas that are not cleaned....such as high cleaning of walls. After all, this room has a whirlpool bath and king size features, so I can imagine some fun times were enjoyed. I have 5 nights remaining and the only value I look forward too is their breakfast. Quality Inn needs to improve this location and better train their employees. In conclusion, I had extended my stay and forgot that today was my renewal date. My room and dates are secured for payment but I did not sign the pay slip. The reason is, night before last there were continued fire alarms going off, all night for me since I awake at 4am, and on this particular night my room was surrounded by police and fire for several hours. No Quality in this stay! Also the clerk, allowed the ******************* to come to my room looking for another room. In other words they were directed to my room as if it was the room of the person that they were seeking. This placed myself as well as my children in fear.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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 had a reservation that I booked through Expedia reservation# XXXXXXXXXXXXXX for the Quality Inn **** A ******** Park *** *** **** ** XXXXX for Oct 7-9th 2022. Upon check in I was given room 222 and I opened the door to the room it had a horrible smell of mildew and mold. Upon inspection of the room, I saw that there was black mold on the ceiling, weird blood looking stains on the sheets and walls. I asked the hotel to change the room because of the issue and all they said was that they were fully booked and could not give me another room. I told them I would request a refund through Expedia and the clerk just walked away from me. I contacted Expedia the same day and they informed me that they would need to get a hold of the manager to request the refund and it would take anywhere from 48-72 hrs. After the 48-72hrs time frame expired I contacted Expedia again and they said that they tried to contact the hotel and there was no answer. I contacted Expedia a total of 4 times with the last time being today Oct 27th and they finally got a hold of the hotel and the hotel said they would not give me a refund. This is unacceptable as I was with my wife and daughter and could not sleep well because of the smell and neither the hotel nor Expedia seem to care. If you look up reviews on this hotel you will see that the mold is a problem. I want a full refund and this hotel inspected, if possible, for possible health concerns regarding mold.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 12, 2022/12/10) */
  We apologize for the unsatisfactory stay at the hotel. We have contacted Expedia to refund the guest for their two-night stay and the customer should expect to see a full refund within the next few business days.
  
  Please note that the amount on the attachment is the net amount (less commission paid to Expedia) so the customer will get the full amount they paid to Expedia (greater than what the hotel received).
  
  Thank you