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:05/28/2025

  Type:Facilities 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.

  We stayed at the quality Inn/Econolodge Room 272 on 5/24/25 and paid a total of $123.46. There were many safety and security issues. The exterior side entrance did not lock, which the front desk said they were aware of. Which means anyone could just walk in the backside of the hotel. While getting ready for bed, we noticed that the deadbolt in the room did not work. I spoke with the front desk right than and a work order was filled out. The one desk worker said he would need to come up and look at my door because he could not move me since the hotel was sold out, which come to find out was not true. When the clerk looked at my door, he did notice that the deadbolt was not working. The clerk left theroom and said he would be right back, but he never came back. Since my family did not feel safe I actually put the desk chair up against the door and slept in the chair to make sure that the door could not be opened up. On a side-note, when I was at the front desk to advise of the deadbolt a young girl came to the front desk and said she needed to get into her moms room gave the room number and the front desk clerk just made a key without checking ID or calling the room, which is another major safety concern. In the morning our bathroom had no towels, minus a couple hand towels. The ceiling was falling apart, and you could see exposed metal beams in the ceiling, holes in the walls and shower a major safety issue. I have pictures of all this. I spoke to the front desk and they told me I had to speak with the owner. The owner said he would call me but not. I have dispute discharge with my credit card company, but Im looking to get the money back from the hotel..

• Initial Complaint

  Date:05/15/2025

  Type:Facilities 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 reserved 3 rooms for my daughter's graduation. May 9th to May 10th 2025. I used *********** Rooms were filthy: dirty sheets, counters, sink, toilet, tub. Not cleaned after previous tenant. I checked out of all 3 rooms immediately. The receptionist said it was nonrefundable and I must go through *********** We left and went to another Hotel. I contacted *********** and received an email to contact the hotel. When I called I was told the manager wasn't in. I tried again the next day and my call went to a robot saying the number had restrictions.

  Customer Answer

  Date: 05/19/2025

  ADDITIONAL INFORMATION:

  I have pictures of one of the dirty rooms.
  Tub sink sheets floor

• Initial Complaint

  Date:02/10/2025

  Type:Facilities 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 cant believe this motel is open. Quality inn in ******* was the worse motel I ever stayed in. The motel is on *************** and its very bad. The motel has black mold in the bathroom and is not kid friendly. We had gotten 2 rooms from a third party (rooms 116 and 118) on February 7 - 9 and they were very bad. We had kids with us and they didnt have face plates on some of the electrical outlets. The 3rd party was **************. My son called the number and asked for a refund and they gave him a run around, I dont think we will get our money back. Here are some pictures of the motel. Sent from my iPhone

• Initial Complaint

  Date:06/08/2024

  Type:Facilities 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.

  On June 1, 2024 I booked a poolside room at Quality Inn & Suites for one night. When I arrived the employee at the front desk was extremely rude and laughed at me when I told him I booked a poolside room. He put me in a room on the top floor in the very back of the motel facing the ***** * Motel. The room was absolutely disgusting. Please see the pictures. I asked for a different room and was told none was available and I could leave, but it is a non refundable room. Unfortunately I stayed there because I really had no choice. I was charged $146.19 for this disgusting room and I ended up leaving just 4 hours later because it was so bad. I am trying to get my money back and trying to get someone’s help to do something about this Motel. I feel like it should be shut down.

• Initial Complaint

  Date:05/23/2024

  Type:Facilities 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 used Travelocity to book a room May 3 - 6. The room was on a second floor balcony.. stairs leading to the second floor were uneven and broken. The handrail was damaged and leaning inward using an automotive hose clamp to secure it to a stair treads. The floor above the stairs was dirty and coated with a sticky/slippery substance. The balcony leading to the room was cracked and uneven presenting trip hazards. The bathroom walls and ceiling had lead paint flaking and falling onto th floor and tub. The tub had one non-stick strip and was Stained. Where the walls met the tub had black mold growing. Where walls.met vanity top had black mold.
  Many attempts were made by me to contact facility. Management was either not there or unavailable. Travelocity attempted to contact them, the call went unanswered then met with a denial for my requested refund. Choice hotels advised me that the facility is privately owned and can not offer refund on their behalf.
  I advised Choice Hotels of the unsafe, unhealthy conditions. They offered me $83.90 as compensation. I sent photographs of these concerns to them and can provide the same photographs to you

• Initial Complaint

  Date:12/14/2023

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  12/8/23
  
  Upon pulling up, the discrepancy between the online photos and the actual state of the building, especially the parking lot, was shocking. The overall appearance was run down and far from the expectations set by the online portrayal.
  
  While the lobby and staff were pleasant, the condition of the room was unacceptable. Unfortunately, the initial room had blood on the floor and feces on the toilet. To address the issue, I contacted the front desk, but the lack of a phone in the room forced me to use my personal device. The next room was just as bad, I did not feel safe nor was it clean.
  
  Regrettably, the experience was far from satisfactory, prompting me to make alternative arrangements. I then emailed the general manager, and after several days and another follow up email he finally responded with stating I needed to contact Expedia. I did that and Expedia agreed with my complaint and called the general manager but he refused to provide a refund. I did call the general manager myself and he stated that Expedia has plenty of money so they can pay me. I stated they could not do that without them paying Expedia back. He then proceeded to tell me it isn't his concern and should be a lesson learned. He actually hung up on me several times. I asked for his name and he refused to give it to me so then asked for his managers name and got the same response. This I believe is very unacceptable with his behavior and Expedia did inform me his name was Matt but that was all they knew. I did not end up staying at the hotel as it smelled of smoke even though I had a non smoking room, we even showed the front desk staff how the smoke detector in the room was covered with a bag. I understand if I cancelled but that was not the case, I wanted to stay at a place I booked online according to the photos, however the place I got is not what is shown online.

  Business Response

  Date: 01/25/2024

  The guest reserved a room on a no-cancel policy. We tried to accommodate the guest by switching rooms but they didn't want to. We advised guest that this room was under a no-cancel policy thru Expedia. Guest was told to contact Expedia regarding refund. Expedia contacted us and we explained that "no-cancel" means no-cancel, especially since they sold this reservation. Therefore, we told them no refund would be made on our end. Expedia constantly does this and expects the hotels to eat this cost. We, however, choose to make Expedia honor their agreement between themselves, the guest and us. 

  During the last phone call the General Manager did hang up on the guest after she called him an a**hole --- profanity will not be tolerated. Before that nobody hung up on the guest even though the same points were made in the conversation repeatedly. 

   

  Customer Answer

  Date: 01/25/2024

  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 didn't realize in my rejection that I could write another response. The response that the general manager wrote was inaccurate. The general manager hung up on me almost during every conversation we had! I did have the call on speaker and two other people were present during all conversations. During our last phone call which was probably around my 6th call after being hung up on, I did lose my patience and asked why the man was being an a**hole. Expedia wanted to grant me my refund, but the hotel manager refused. I was offered another room, however, upon looking at the next room the same appearance was present. The room was dirty, run down, and it didn't feel safe. The room online does not show the hotel at its present state, the photos represent a clean, safe place to stay and when arriving flashing lights in the walkways with bulbs needing changed and over all run down, trash was present, chipped paint everywhere, cracks in the foundation and walkways as well. The other two employees did offer us shoe covers since the floors were dirty, but we found this odd as we shouldn't have to wear shoe covers because of a room being dirty on their end. This overall experience was very disheartening and I was appalled by the general managers lack of professionalism from the very first call by refusing to give me the name of who I was speaking with, I only received a name of the manager from Expedia informing me

   

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