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:03/20/2023

  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.

  Booked 2 adjoining rooms with 2 queen **** in each room, paid in full on 3/10 for arrival on 3/18 departing on 3/19. Check in was at 3:00 pm. Arrived at 3:00 rooms were not ready and not adjoining. ******* at front desk said they do not have any rooms adjoining with 2 queens and one room would be a king. I accepted the room accommodations and at 3:30 I was check in to rooms. Shortly after I checked in I was alerted by my bank that Quality Inn charged my card 104x2. I immediately went to ******* at front desk to find out why and show her I already had paid in full when I booked the rooms on 3/10. She realized her mistake and called ****** for assistance to reverse charges. ****** said he could only refund one charge and ******* the manager could do the other one in morning. I was not happy with that and after a heated discussion with ****** he hung up on me. I try to resolve it with customer relations several times thru the night and open a case(#********) They assured me when ******* comes in the morning it will be refunded back to my account. I checked out on 3/19. ******* said ******* would be in at 3 to take care of refund. I called at 3:45 spoke to ******* he said he was working on it and would send email confirming refunds. At approximately 5:00 I got alert that my account was charged $208 by Quality Inn. So at this point I paid $208 on 3/10, $208 3/18, $208 on 3/19. I immediately called ******* and Customer relation several times to no satisfaction and now customer relation say they have no case # for me and hung up on me.

  Business Response

  Date: 04/10/2023

  Hi BBB/**************,
  
  It is uncharacteristic of us to deliver below-par service. We sincerely appreciate you taking the time to notify us of your unsatisfactory experience at our Quality Inn, ******. We welcome all feedback for positive growth.
  
  Quality Inn certainly offers "rooms next to each other," as my team addressed per your reservation request. We were grateful for your patience as we worked diligently to prepare your accommodations. I apologize that you were under the impression that the adjoining rooms would be two (2) queen rooms, as that is not an offering of ours. If you were led astray on any booking platforms, please direct us to the error and we will rectify immediately.
  
  I understand that there were credit card issues regarding overpayment. My teams have verified that refunds were submitted 3/18 and 3/19, have been noted as "adjustments," and are reflected in our system. By now, you should have received all funds back to you, as credit card adjustments take **** business days (excludes Saturdays, Sundays & Holidays) to process. If you have not received your funds, please reach out to us at ************.
  
  Again, your feedback is deeply appreciated, as is the opportunity for growth.
  
  Thank you kindly,
  
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