Complaints

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 28th-30th 2023 are the dates I stayed at the Quality Inn in *************, *******. The first night I was charged $50 for a refundable incidental deposit, the next night was a $75 deposit. I didn't receive either deposit back for a "cleaning fee" that was charged due to me throwing up on the comforter and sheets the 1st night, which would have been easily been remedied in a bleach load of laundry. 4 days after I checked out, I was charged $175 for "damages" that did not occur during my stay. When i called to inquire about these charges the very irate woman at the front desk informed me that my dog broke the toilet tank. If the tank was broken there would have been water everywhere and I wouldn't have been able to use it. The toilet was fully functionable when I checked out of the room and when I asked her for proof of the damages, she hung up on me. Between the toilet being completely intact when I checked out of the room, being belligerent on the phone with me, and hanging up on me when I asked her for proof of the "damage my dog caused" it seems obvious that neither my dog or I broke the toilet. On top of that, me being sick and throwing up on a white comforter doesn't cost $125 to bleach out of the comforter. I informed the front desk when I checked in that I had my dog with me. The young gentleman said ok and handed me my room key. The hotels website says that pets are allowed.

  Business response

  06/01/2023

  Dear *************************,

  We appreciate your feedback regarding the charges for the damages incurred during your recent stay at our hotel. We understand that accidents can happen, and we apologize for any inconvenience caused. We would like to address your concerns and provide further clarification regarding the charges.
  Firstly, the damage to the toilet and the cleanup required after the incident involving your dog resulted in additional expenses for repair and sanitation. Our priority is to maintain a clean and comfortable environment for all our guests, and unfortunately, these damages fell outside the scope of our standard policies.
  Secondly, we also noticed that there was damage to the white comforter in your room. As per our hotel policies, any significant stains, damages, or loss of items within the room are subject to additional charges. Our aim is to ensure that all guests have access to well-maintained facilities and amenities throughout their stay.
  The charges imposed were based on the actual costs incurred to restore and replace the damaged items and ensure the room is returned to its original state. We would like to emphasize that these charges are not meant to be punitive, but rather to cover the expenses associated with the necessary repairs and replacements.
  We value your patronage and want to assure you that we strive to maintain fairness and transparency in all our interactions with guests. If you have any further questions or would like to discuss the charges in more detail, please do not hesitate to contact our customer service department. We are more than willing to provide any additional information you may require.
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding and cooperation. We look forward to the opportunity to serve you again in the future and provide you with an enjoyable stay.

  
  Sincerely,
  *****************************
  

  
  

  Customer response

  06/02/2023

   I am rejecting this response because:
  
  The toilet was not broken during my stay and the stain on the comforter would have been very easily removed by bleaching the comforter, which should be done done on a regular basis anyways. My dog didn't cause either one of these issues and I am being unfairly charged for issues ( the comforter ) were out of my control due to me being ill and damages to the toilet that neither my dog nor myself caused. When I checked out of the room the toilet was in perfect working condition. 

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On March 28, 2022, I made a reservation at Quality Inn via Choice Hotels. On April 1, 2022 they took the payment of $177.24 out of my bank account. On April 6th, 2022, I received an email that the reservation was cancelled. I called the hotel to find out how come they cancelled my reservation, and they stated the fire department had shut them down. They told me that I would be credited within 2 - 5 business days. I called in 3 days days and spoke to ****** who told me that I would be credited soon. On April 20th, I called again because I still didn't receive a refund. ****** sent me an email stating that Quality Inn had credited my account (it was the first time I had received it but it was "back dated" like it was sent sooner). I explained to ****** that my bank account PROVES that Quality Inn never credited my account. Then he said he would reissue the credit and gave me confirmation number **********. As of today, May 10, 2022, I still haven't received a credit from them. This is possible fraud.

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