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:11/27/2024

  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.

  I checked into the quality inn after booking online through their booking website. When I arrived at the room the key card would not open the door. The manager attempted to open it using the card and also was unable to open it. He said that they were having issues with the doors on all rooms. I asked for a refund since I was unable to get into the room and he said yes a refund would be issued by the online booking company. I have an email confirming that a refund would be issued. I waited the 10 business days for a refund and none was posted. I tried to call them but was told to just keep waiting and someone would contact me or a refund would post. Finally a week later I get a text saying half the amount would be refunded in another 10 days. All was supposed to refunded not partial and it was supposed to be done weeks ago. This company is scamming their customers.

  Business Response

  Date: 12/03/2024

  Good Morning,Thank you for reaching out to us regarding this matter. We are very sorry to hear about the situation that Mr. **** is in. For privacy reason the booking agency will not provide information to a hotel. Therefore, for a third party resolutions, we always ask the guests to call and make the arrangements.I am attaching a copy of the invoice that was directly billed to ***** ****** ************, who also goes by hotel planners. His booking came from them. We have issued a FULL refund to the Hotel Planners. This should translate to a full refund for him with the exception of any service fees they require.If the reservation was a property direct reservation, once issued credit will reflect the full amount without any service fees. But in this instance it is a third party reservation. Unfortunately, he will have to dispute the charges with them. Please kindly refer to the attachment and you will see the full issued refund. Please note the amount in the invoice is only the hotel negotiated amount through third parties, it does not reflect the actual amount that was charged for the guest. We are definitely not out to scam anyone, We were having lock issues that day, some of the rooms did not work but we had other type of rooms. Mr. **** chose to leave the property and my front desk agent (not manager) promised him full refund, which was honored from our end. Thank you,Sincerely,Evan S***** General ManagerQuality Inn and Suites. 

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Attached you will see the payment was made to Quality Inn.  I fulfilled my part of the obligation, checked into the hotel and made several Attempts to get into my room, asked for assistance getting in and was not able to open my room.  I suggested that maybe I should go to a different hotel and was told by the front desk manager, San, that would be a good idea as the entire hotel was having key card issues.  Quality Inn was not able to provide the service that was paid for and if the online booking company needs to be compensated then Quality Inn should pay for it.  Also, nearly one month later no refunds have been issued to my credit card not even the $146 they stated was refunded.
  
  Regards,
  
  ***** **** 

• Initial Complaint

  Date:09/03/2024

  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.

  I booked a 3 night stay. I had issues with our room key numerous times. It was switched out 4 times but was still infrequently working. I requested our bathroom light be repaired twice and was promised it would be but it never was. We had a broken safety lock on our door and I was told we didn't need it. There was a strong food odor in our room and I requested the deodorizer that was there when we checked in be returned. I was assured it would be but it never was returned. When we were packing up to check out, I found a cockroach in the bathroom. I hurriedly finished packing up and went to check out. I quietly informed the employee there was a roach in our bathroom. I asked politely for a refund. He refused, telling me because i stayed 3 nights and just saw it, I wouldn't get a refund. I said I immediately came down and informed them. He again said no. I got very upset and asked to see the manager. He told me he was the owner and refused to give me his name. I told him I would be filing a complaint. He told me I was just trying to scare him and get a free room. I loudly told him there was a cockroach in the bathroom I had just showered in amd wasn't trying to scare anyone. He walked away refusing to give his name or information. I took a photo of the company plaque on the wall and the certificate from the board of health. I have emailed the board of health but it is a Sunday of a holiday weekend. I dove into the reviews and am not the only 1 with bug complaints, broken elevator complaints, broken lock complaints, etc. I'm horrified at the treatment I received and how flippant the 'owner' was about cockroaches.

  Business Response

  Date: 09/03/2024

  We will refund for 1 night stay as a courtesy.  The guest stayed 3 days with the only issue we have record of is the smell and that was taken care of with our evening manager Katie.  The other issues have been researched and maintenance has informed me that everything else seems to be in working order and no bugs have been spotted.  So I can only assume it is user error as the room has been continually rented and no other complaints have been lodged.  

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I would accept 2 nights reimbursement. The odor was never resolved regardless of what the front desk clerk stated. The broken safety lock was never resolved and I'm appalled at the fact there were cockroaches present.

  
  Regards,
  
  ********* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/10/2024

  While I am sympathetic to fact that the door lock was broken and the ozone machine didn't get returned to your room.  You did choose to continue to stay for all 3 days, even after you demanded a refund after you thought our houseman didn't get to your room in a acceptable time frame ( 4 minutes ).   We refunded 1 night as a courtesy and will not be refunding any more.  As was stated before,  the room has been up and in working condition before you stayed and continued to be after you left.  We did have exterminators come in and check the room specifically for the cockroach you said you saw but no one come up with any indication that your room did/does have cockroches.  It is the summer, and summer bugs do happen.  We are sorry your stay wasn't up to your expectations. 

• Initial Complaint

  Date:08/27/2023

  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.

  We stayed at the hotel on Saturday August 26th. Our room was horrible. Smelled, stained ceiling, torn wallpaper, mold, dirty, rusty ceiling rails in the bathroom, holes in walls, dented headboard, frayed towels, cockroaches, and other room issues. We were offered another room, but it smelled of cigarette smoke and had standing water on the bathroom floor. The hallway to that room smelled of marijuana smoke so bad it burned my nostrils. There were no other vacancies in town when the cockroaches started to appear.

  Business Response

  Date: 09/26/2023

  Good morning, We believe the reservation in question is under ******* **** dated for August 26th. Due to inconvenience of the guest we would like to offer them full refund. But in order to do so they will have to contact ******* as the reservation was made through them. ******* will contact us on their behalf and we will issue the refund.  We are fully aware that we need renovations in many aspects of the hotel. We are also priced accordingly compared to our competition. Please let the guests know to reach out to ******* and we will issue the credit. Thank you!