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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.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Checked in November 23rd, around 1:00 am (debit card charged) after traveling from Virginia. 2:00 pm-ish, November 24th Thanksgiving Day received call stating we needed to vacate the premises for no other reason than we supposedly cost them money after our stay in May 2021 when we complained about AC not working, no fan offered and no reduction in room rate. We have stayed at this hotel since the May 2021 incident. So i do not understand the reasoning behind this action. I am looking for some sort of explanation in writing explaining in detail how they feel we cost them money. I would also like a full refund of $422.02 not just a partial. I was charged $101.00 for a less than 24 hr. stay. And am being told it will take 5 to 7 business days to get a refund. Thank you

    Business Response

    Date: 12/29/2022

    We are following up about the complaint against our company. Complaint ID ********.
    The guest ***************************** has been on the Do Not Rent list for quite some time.
    ********************** has known about this situation and because it's been a while she thought she could just make the reservation online. When you make the reservation online it will let it go through, as we have no control of the computer system until they arrive. Then we can see if you are on the Do Not Rent list. She was asked to leave, we did not rush her, In fact 8 hours later she left. She was only charged for one night stay, instead of the 2 nights. Although it took her 8 hours to vacate the premises after being asked to leave. I hope this helps your investigation. 

    Customer Answer

    Date: 12/29/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: At no time was i ever informed verbally or in writing that i was on a no stay list.  We checked in around 12:30 am give or take on the 24th of November, we were not asked to leave at that time, it was not until 2:00 pm the afternoon of the 24th (Thanksgiving Day) that we received a call telling us we were on a no stay list and we would need to vacate the room.  Owner / Manager said he was being nice and would let us finish our meal but we needed to vacate no later than 9 pm.  My husband went to collect our belongings within a half hour of the phone call only to find he was locked out of the room.  Was told by the front desk they would have to escort him to the room and watch while he collected our things.  Do not appreciate being treated like criminals when we did nothing wrong and knew nothing about the situation.  Only answer we have gotten as to why we are on a no stay list is that we cost them money.  When? How? I would like in writing the exact reason and time that all this no stay business occurred. I don't feel that is too much to ask.  They cost me an additional $400+ dollars that weekend and i can not get a straight or logical answer as to why.

    Regards,

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

    Business Response

    Date: 01/11/2023

    My Hotel has been dealing with this guest since November. She has posted bad reviews many times which I have included. As well as her complaint to corporate, which is also included. They were given 300points by Choice also offered 5000 which they declined to settle the matter. I also included the folio for their stay which they were refunded $309.81 and charged only one night which came out to $112.15. They were told to leave because they have caused problem here in the past. This was explained to them, and that only goes for this hotel not all Choice hotels. It is not for the whole state of PA only our hotel.  I included the letter my GM sent to her as well. 

    Customer Answer

    Date: 01/11/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: I am asking again what problems have i caused?  Their letters over no explanation as to the problem we caused.  As a consumer i have every right to lodge a complaint and i do not feel we should be punished for doing such.  I never claimed to banned from all choice hotels.  As for the 5000 additional points those were offered only if we attended time share that would have cost us more money.

    Regards,

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

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