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Business Profile

Hotels

Quality Inn and Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 with Quality Inn Vestal NY 3/21/24 for a wedding I was attending is 8/10/24. The couple had a block at the hotel for the people traveling. My confirmation stated $0 per night. When arriving to the hotel I was told my card was declined. I let the gentleman know that I shouldn't be charged because my confirmation stated $0 per night, I showed him my confirmation. I received a reminder confirmation 8/4/24 which is attached showing $0 per night. The gentleman stated "she would take care of that in the morning." Gave me my room number, keys & I was on my way. When I got to the room there was already another person staying there. I went back to the front desk to let him know, I was given another room. I never received any phone call or anything about the room or bill during my stay. When checking out the woman told me to have a great day, again nothing about rectifying my bill. 8/12/24 I received a text from the bride that the hotel asked someone else who was staying to pay for my room. When I spoke to Bernadine from the hotel after receiving that information I was told that I shouldn't of been under the impression I had a free room. When I told Bernadine that all of my confirmations stated $0 per night and the bride had a contract that stated for every 10 rooms 1 complimentary would be given (also attached). Bernadine told me I was wrong & that is a third party site that she doesn't abide by. Bernadine stated on the phone she just assumed the bride was paying and never confirmed with either of us, unsure of the assumption. I am baffled that someone would ask another person that doesn't even know me to pay the bill without any kind of contact with me to confirm. I have called/emailed multiple times to try and rectify this with no return response. I also contacted Quality Inn corporate & was informed they couldn't help.

    Business Response

    Date: 09/11/2024

    MY COMMENT \ EXPLANATION TO
    BETTER BUSINESS BUREAU  

    complaint #********.
     – I spoke with you about
    the declined payment and mentioned I didn’t fully understand why when you made
    the reservation through a third party website ( ************ ) - your balance
    due came up as zero owed to our hotel.  I
    offered to refund the credit card holders money that did pay for your room
    here. And was told by you that wouldn’t be necessary, and you and her would
    figure it out yourselves.
    I apologize that our frontdesk
    person said you were all set upon leaving – we usually take payment at check
    in, and our evening frontdesk employee did explain that he saw your credit card
    declined and needed payment, to which he stated I would take care of with you
    in the morning.  As you stated you and
    other family members were here for a celebration, and I did not want to ruin
    any memories you and your family were making that weekend.
    I do apologize that initially
    you were given a wrong room and that we quickly rectified that by giving you
    another room. If there was problems with your room here, I hoped you would have
    asked to be moved to a larger or a different area of hotel.  

    Business Response

    Date: 09/21/2024

    **** *****lAgain I am sorry for the miscommunication between us. I have given a full refund to the credit card ( # ****) that was used to finalize the folio here at Quality Inn.Thank you B M*****

    Customer Answer

    Date: 09/27/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    **** ******

  • Initial Complaint

    Date:08/30/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My complaint was shared on ****** initially with Owner response.

    I Stayed the weekend as I sent my son off to college. This hotel was the worse I have ever stayed at. Ellen and Peter the night workers were horrible and rude. My AC was not working and my toilet did not function. I have two children with me and when I expressed concern for not being able to use the bathroom in my room both Peter and Ellen told me It has been a busy and crazy day for them. How is that a paying customers problem. I complained and complained but instead of helping me they stopped picking up the phone. In fact Ellen told me that I can call as many times as I wanted to because they would just not pick up the phone. Peter was no better and just hung up the phone refusing to address my concerns. I had to call the local Binghamton police before Maintainance came to my room. The women in blue were amazing. Police are clearly supportive of the community . Kenny the Maintainance man was very nice and tried to help as much as he could. He was respectful and worked hard to try and fix the damaged toilet and AC. I still have no working toilet at the moment and my daughter is using a public facility. But hopefully that will be corrected. He promised to replace the toilet that was old dirty and broken before I arrived. **** website shows the pictures for anyone interested. A temporary patch job clearly was implemented before I came. I’m a doctor and would never treat my patients like that. Save your money and sanity friends. Don’t ever stay here

    The owner promised refund but it was never received. See her comments below
    Response from the owner
    4 days ago
    Jacquline:
    I would like to sincerely apologize for the events that happened during your stay. This is not the level of service we offer at this hotel. We did refund your stay with us. I will share your comments with the team to ensure this situation will never happen again.
    Again my deepest and sincere apology to you and your family.

    Business Response

    Date: 09/14/2022

    Response taken by phone:  We explained to the guest that if your book through a third party booking site, you must contact them to initiate a refund. We authorized the refund to the third party booking agent on  8/21/2022.

    Customer Answer

    Date: 09/14/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    ********* ****








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