Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I stayed at this hotel on August 7th, 2024. I was with my son. When we woke up the following morning I noticed a few bug bites on my son and later on through the day a lot more popped up. After inspecting our suitcases I found a couple bed bugs. All our clothes are brand new and this was our only stop after leaving our home in **** that morning. I have not contacted the business in hopes that they get inspected and caught for this wrongdoing.

  Business response

  08/22/2024

  The room has been rented six times since the guest stayed at the hotel. When the hotel got the letter from BBB, the hotel had the room inspected by three different people who are trained in this type of situation and nothing was found. The hotel has issued a full refund to *********************** for the amount of $66.20 on 08/19/2024. That can take up to 10 business days to process. The hotel did not contact the guest.  The attached is the refund that was processed. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/12/23 made a room reservation on a cross country motorcycle trip & shredded the rear tire approx. 15 miles from Quality Inn Metropolis IL. called tow company to obtain an ETA tow to Metropolis. stated they didn't know & were working on it, and may have to tow me back to Marion IL. where ****** dealership for the repair. @ 4:30 I got through to Quality. told them the situation, stated i had to cancel the reservation until I new how , when and what was happening. I was informed that 4pm was thier cut off and that cc was billed & she couldn't reverse it. I asked to speak to the manager, she stated she wasn't there, would leave a note when she came in. I again called still roadside at 6:30 and was informed she did write the note manager wasn't there. I spent 5 hrs. roadside *** * ****** unable to get me a tow, Another motorcycle rider stopped, seeing I was in trouble, shredded tire dehydrated & phone on low battery. He Contacted a friend and he showed up with a PU & trailer and moved myself and the bike 30 miles back to Marion Il. Dropped the bike & myself off at the ******* ***. { parent corporation of Quality , Comfort Inn etc. }. The following day with my Bike repaired I continued in route & stopped by Quality Inn Metropolis to speak to the manager, I was advised she wasn't there and he showed me the note to contact me . I showed him the pic of the shredded tire , My hotel stay in Marion { same company} my repair bill,, Explaining I don't cancel reservations casually, He stated he understood & would talk to the manager when she came in Monday. called the manager she firmly stated that was their policy & she was the highest authority the owner isn't available to me. This was a very difficult & expensive ordeal, Paying $162.13 emergency night & THE FORFEIT CHARGE of $77.48 for one of many rooms that would have remained vacant or was rented. An exception would have been within the best practices of the hospitality industry given the circumstances

  Business response

  08/14/2023

  Whenever all guests make a reservation the free cancellation policy is 4pm local time. The guests called at 5:02pm to cancel and was explained the cancellation policy. We have a guarantee policy that the room will be held until 7am, the morning following the scheduled arrival. If you don not arrive or cancel your reservation by the cancelation deadline, your credit card will be charged 1 night stay plus tax. This is stated when making a reservation on our website and any third party website. The hotel is only following the cancellation policy. We know things happen but we hold every guest to the policy, which is what they agree upon when they make their reservation. 

*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. ↩