Complaints

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the Quality Inn in Oneonta, NY from 10/17-10/19/2022. I received abysmal service during my stay and absolutely no help from the general manager. I requested a wake up call on 10/18/22 for 5:00AM. I never received the phone call. Before I left for the day on 10/18/22, I placed a do not disturb sign on my door. My mother witnessed the sign on my door. I left a little after 6:00AM. When I returned on the night of 10/18/22, I noticed that the do not disturb sign had been removed. When I entered the room, I noticed the towels had been replaced and the bed made. Several of my personal items, including my cell phone and driver’s license had been moved around in the room. I could not find my opal pendant, valued at around $225, anywhere in the room. It was on he nightstand when I left that morning. I promptly reported the incident to the front desk and asked to speak with the general manager. I had not heard from him when I checked out on 10/19, so I asked again to speak with him. The general manager, Mike S****, was exceptionally rude and dismissive with me. He first claimed that nobody entered the room even though there were fresh towels placed there on 10/18. He then said he didn’t even know which housekeeper would’ve gone in there. He said he and the staff would search the room for my pendant and he would get back to me by the end of the day. I asked what he planned on doing if the pendant could not be located and he said Quality Inn would replace it. I never received a phone call from anyone at the Quality Inn. I reported the incident to ****** ****** on 10/21. The customer service rep reached out to Mike S**** and told me he claims not to know anything further. I asked to be compensated for the lost pendant but the customer service rep and her manager just gave me the run around. I would like to be compensated for $225 pendant. I am not interested in ****** ***** points as I never wish to stay at quality inn again. I am blown away by the disrespect.

  Business response

  12/09/2022

  We apologize for the miscommunication.  Our automated system shows that the wakeup was made.  The hotel policy states that we are not responsible for any lost or stolen items.  He was not told we could provide a refund. 

  Customer response

  12/09/2022

  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.  It would appear it makes the management of the Quality Inn of Oneonta feel better to lie. I could have some respect for them if they could take responsibility for the situation and apologize. Instead, they choose to deny any culpability and blame the victim. That speaks volumes about what a corrupt business this has degraded into. The general manager obviously has no idea what goes on in his hotel if he doesn’t even know which housekeeper went into my room. The best thing the ****** ***** chain could do would be to clean house of the weak management and try to restore some integrity to the Quality Inn on Oneonta. obviously I will never be conducting business with these people again.  Regards,  ****** ******* 

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