Quality Inns, Suites & Hotels

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1.8 out of 5, based on 13 ratings and
36 reviews & complaints.

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The Quality Of Customer Service By The Manager
Posted by on
Rating: 1/51
WICKENBURG, ARIZONA -- Was our very FIRST experience using Priceline.com to book our weekend stay. We will never again use PRICELINE.COM to book a hotel. The hotel choice selected was at Quality Inn and was the worst experience we had ever had. In the room Not all the lights worked. My granddaughter and I fell while taking a shower. The bathmat in the tub was not properly attached to the bathtub. I had just gotten out of the shower and got the grandkids in to shower when the smoke alarm went off. There was a swarm of bees at the pool, vending machine's NOT properly w/all the item selections listed, snack machine- chip bag got stuck in the coil.

We requested to be moved to a different room and explained what had happened to the Hotel Manager-Louie Smith while taking our shower and he was willing to us move only after being having a verbal exchange with us about the room. I also informed him of the bees at the pool. His reply was- "this time of year there are bees all over town, by the pool and even at residential pools. He further stated, they've had bee keepers out and they are not able to identify where the bees are coming from and have even sprayed for the bees."

When I informed him of the vending machine not having the items, I had selected, he got defensive and said " There is nothing he could do about that, because the machine belongs to COKE." His face got red and was a little angry. The Front Desk Clerk then informed him of the issue w/the snack machine that the chip bag had not dispensed. He started down the hall to see for himself and as he went past the housekeeping ladies, I heard him grumbling about us. I then heard someone whisper to him shhhh because, I was following behind him and the front-desk clerk. I then yelled at him saying I could hear him.
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The Worst Motel Experience Ever!
Posted by on
Rating: 1/51
MYSTIC, COLORADO -- Our experience was horrific. The fire alarm went off at 2:30 AM. Jerry [snip], the Front Office Manager, went down the hall, banging on doors, telling people to evacuate. The situation was very chaotic and we were given no information. I spoke to a girl who worked at the front desk and she said that she printed out a guest list before she went outside. However, there was no roll call taken so there was no way to tell if some people were still inside their rooms. If this had been a real disaster, this information would have been necessary.

We went out the closest door- it was propped open with a large red plastic gas can. This is so dangerous, had there been a real fire! When we went out, people were shouting to leave the door propped open. It was freezing, standing outside for over a half hour without a jacket. Waiting in the car was not an option, as we went out without the car keys and were told not to go back inside the motel. When we finally came back inside, the hall was filled with the stench of cigarette smoke, as people were smoking by the door.

Housekeeping was not up to the Choice Hotel standards. When we checked in, there was an open bag of candy and an open bottle of soda in the room. I brought these to the front desk and was told that they would tell housekeeping. The bathroom sink faucet was corroded and had several hairs on it. The toilet seat was stained. There were nail clippings and other white particles on the carpet. There was a huge amount of dust in corners and along the baseboard.

The electrical was not safe, as the microwave, refrigerator, and coffee maker were all plugged into the same outlet. The coffee maker did not work; it kept shutting off every thirty seconds.

On 4/15/2013, I wrote an email to customer service at Choice Hotels. Two days later, I received a phone message asking me to call back, and when I did, Roberta gave me the email address of Robert Minto, the General Manager and said that he would be contacting me. As of this date, this has not happened. Instead, he gave my email to Jerry [snip], the front desk manager. I had asked for a refund, but was only given a credit for fifteen dollars.

I understand that the fire alarm going off was not the motel's fault. However, the way they handled it certainly wasa their responsibility and fault. Also, the maintenance and housekeeping issues were not at all addressed by Mr. Storo.

I will certainly think twice before staying at another Choice Motel.
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lexophiliac on 04/27/2013:
There's no place like home. Except home.
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Not terrible, but not great
Posted by on
Rating: 4/51
SUMTER, SOUTH CAROLINA -- I reserved one room for two nights and an additional room for another night(5/11 and 5/12 on the Choice Hotels website a week prior to our arrival. We arrived that motel at about 11:30 PM, that was nobody at the front desk, but there was a sign saying that someone would be back shortly, there was no bell to ring or button to push to summon an employee. After a ten minute wait a lady comes out and we proceed to check in. We go to our room. It's a typical motel room, which basically what I expected, the bathroom wasn't spotless, but I've seen far worse in my travels. The next morning before heading off to the racetrack, we took in the Continental breakfast which actually exceeded expectations, it had the usual fare, plus a waffle station, a toaster, and some hot dishes.

Upon returning from the racetrack at 2:00 AM, I approached the front desk again to get the key for the 2nd room. Again the front desk was barren, and again I waited for a good ten minutes before anyone showed up. Eventually a gentleman showed up and gave me the key to the second room, which conveniently located next door to the first room. I went to the first room to get my things out of it and transferred to the 2nd room. Unfortunately neither key card worked. So I went back to the front desk, the gentleman behind the front desk was fortunately still there. I told him that neither key card worked, so he takes them back, runs them through a machine and hands them back. I head back over across the motel to where the rooms were and this time one of the two key cards work. So I schlep back over the front desk, this time around I get two different key cards, and they end up working correctly. The second room was pretty much the same as the first room, pretty much average in every way, which was all I was really hoping for. It's about 2:20 by this time, so I just take a shower and get some sleep. Check out was easy and quick.

Overall, it's a pretty ordinary motel. The rooms are average, the breakfast spread is good, the service wasn't exactly amazing, but I do understand both nights were late check-ins. So I can't fault them too terribly for that. However a bell or some way to signal an employee that someone is waiting at front desk wouldn't be a bad idea. The real plus here was that the rates were very reasonable for race weekend, so it was a good value for money in that respect. While it's not an utterly amazing place to stay, it wasn't terrible, and I've stayed in far worse hotel/motels before. I'd stay there again if I needed to.
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Anonymous on 05/14/2012:
Good, fair review. I like it when a hotel offers more than just coffee and muffins for breakfast. The key situation sounds like a pain, but that happens sometimes with the electronic key cards.
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Bad customer service
Posted by on
SAINT AUGUSTINE, FLORIDA -- I did a search on Orbitz for a non-smoking room. I made and paid for reservations at a hotel. Upon arriving at the hotel, I was informed that they do not have non-smoking rooms. I tried to cancel my reservation then, but the hotel said I had to cancel through Orbits. So I went online and canceled my reservation with Orbitz and expected a refund on the next business day (Monday 6/13/11).

On Tuesday (6/14/11), not having received a refund, I called Orbitz and asked for a refund. They had to contact the hotel manager to gain approval for the refund. The hotel manager was not available, so Orbitz asked me to call back on Wednesday.

I called Orbitz back on Wednesday (6/15/11) and was informed by Harrison that the Hotel manager declined the refund. I feel that since Orbitz allowed a reservation to be made that was not fulfilling my request, they should be responsible for the refund. So I asked to speak with Harrison's supervisor of.

While I was speaking with Harrison's Orbitz supervisor, Gretchen, I was informed that the hotel absolutely refused to refund me and there was nothing she could do to refund me. So I asked to speak with someone who can give me a full refund.

Gretchen then transferred me to Angelina, who again informed me that there was no way she could give me a full refund. However, she did offer a 49% refund. I explained to her that this is not acceptable and I would like a full refund. I requested to speak with her supervisor and was informed that she is the highest person I am going to get today. After going around in circles, she offered to call the Hotel manager, yet again.

I have now been on the phone for 43 minutes. She came back and informed me that there was absolutely no possible way to get a full refund. She did offer up to 75%, but nothing more.

I declined the 75% refund because I paid 100% and I expect 100% for services not rendered.

I did get their corporate address and Customer Relations email address, I intend on using both. Here they are, in case anyone else would like to have it.

500 W. Madison, Ste 1000
Chicago, IL 60661


The hotel was:
Quality Inn Historic District
1111 N. Ponce De Leon Blvd
Saint Augustine, FL 32084
(904) 824-5554

On 6/21, I did receive my full refund from Orbitz as a "one time exception". However, the hotel did not act in good faith at all.
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Alain on 06/16/2011:
Your complaint should be about Orbitz, not Quality Inns. Orbitz bought the rooms from Quality Inns, not you. Your purchase was from Orbitz, the third party contractor.
James_236 on 06/16/2011:
The party who did the wrong thing was the hotel who accepted a booking for a non-smoking room then didn't have the room. I would have thought that Orbitz was only an agent and if they correctly booked the room as non-smoking, they did their job correctly.
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Quality Inn You will get exactly 49.95 service no more no less!!!!
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RUTHERGLEN VA -- Stayed in the Quality Inn on June 11 checked out the sat. of June 12, 2011.It was a surprise Graduation party for my cousin who finished high school and was not looking for paying a high rate for a 3 day stay at a hotel. Checked into this Quality Inn and should have known we made a poor error in judgment. One the receptionist said that staff was short, the rooms are OK. OK meaning half clean or semi clean or just nasty. So had no choice I was with ma and dad they were paying for the room, I just steeled myself and said this is going to be a long night.

The room was not vacuumed this weird slime was in the bottom of the bathtub, and dad has this rash on the bottom of his feet now. But there is more, whoever had the room before had dogs in the bed. You could smell the doggy smell in the comforter and blanket. I like dogs but not when the dog pees in the bed which is how it smelled. The TV was broken and didn't work. The chairs had gum and to make it worse I forgot to take pictures of the room to post on this site.

The receptionist said that no other rooms were available meaning that people were checking out of their nasty rooms. The couple in the room next to us just finished yelling to the other people watching them, to check out of their nasty rooms. So it was a long night. I slept sideways on the bed the pillows and rest of bedding on the floor. I was half hoping that for what my parents paid we at least get a half a decent room, not happening but at least the place had a pool, but that was closed as well, something about the water.

But woke up and we checked out and stayed at comfort Inn which was Great!!!!! Nice and clean!!!

Not to make this review to long the Restaurant next to Quality Inn called Auntie's Sarah's wasn't great either. Walked in ordered a burger it came half done sent it back and it came back burnt, so I gave up and ordered from one of the pizza menus on the front desk.
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raven2010 on 06/14/2011:
Just a side note to the OP---Quality Inn and Comfort Inn are part of the same parent company---CHOICE hotels.

If I recall correctly, these are franchises so it may be that the owner where you stayed is less than capable or interested in running a clean establishment.
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Don't Plan on Sleeping if You Stay at Quality Inn, Pt Pleasant, NJ
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POINT PLEASANT, NEW JERSEY -- This was the most tense, uncomfortable, and nerve-wracking night I've ever spent in a motel or hotel. It's also the first time I've stayed in a motel/hotel and was not able to get to sleep at all; not even for a minute.

We checked into the Quality Inn, Pt. Pleasant, NJ on 12/25, on a chilly, rainy Christmas Day. The room was small but clean and nicely furnished. It was very cold inside, however, and took several hours to warm up to a comfortable temperature. The bathroom remained uncomfortably cold during our entire stay. The heater in the room was noisy and kept kicking on/off frequently, and alternated between blowing warm air followed by blowing cold air each time the thermostat cycled off.

But enough about the room.

We left in mid-afternoon to go spend the holiday with family. We returned to the room about 11:30 P.M. and shortly after that heard loud banging/thumping/crashing noises from the room next door. This continued for about 20 minutes and was followed by loud and repeated pounding at the door of that room. When I looked out to see what was going on, the police were there and said they were trying to get the occupant to open the door, and get the situation resolved. I am not sure if they ever got the person to open the door, but my husband looked out shortly after that and the police were going into the lobby toward the front desk.

After the police left, the noises continued all night -- constant crashing and banging of items against the wall, the sound of someone repeatedly rummaging through their personal items, and repeated opening and loud slamming of the door. The occupant seemed to keep leaving the room about every 1/2 hour to 45 minutes, and then would return shortly afterwards and start tossing things around again. At one point in the wee hours, a car arrived. I heard a female voice in the parking lot and then in the room. After about 30 minutes she left. The noise kept until about 6:00 a. m., when I finally gave up trying to sleep and got up to get ready to leave.

I considered calling the police again myself, or the front desk, but the neighbor had already been reported by someone else and nothing had been done. Whatever this person was up to, the management didn't seem to care, and I didn't want to draw attention to us and have to spend the night there with a neighbor who was angry with us.

I spoke with the man at the front desk before leaving, and he said we should have called to request a new room. Let's see... get out of bed in the middle of the night, get my husband out of bed, arrange for a new room, get dressed, gather our belongings from various places around the room/bathroom, repack them, move (in the middle of the night, in winter and the pouring rain) to a new room that was probably just as cold as the first one, then try to warm that room up and get settled again so we could go back to bed. I would not have gotten to sleep in time to get any rest, even if we had moved.

Don't bother with this place unless your plans include staying awake all night.
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Hugh_Jorgen on 12/31/2009:
I'm not sure what you expected them to do. There was most likely one person on duty at that hour and they were at the front desk. The police were called, they apparently went to the office to tell the clerk that the matter had been addressed. Since no one called further to complain, how was the desk clerk to know this was still going on?

You had the misfortune to get a bad neighbor - it could have happened at any hotel in any city.
PepperElf on 12/31/2009:
personally I'd have asked for a new room as soon as I realized the noise was continuing.

then they would be aware there was still an issue
and with it documented, perhaps it would be easier to get a discount?

also phoning the police back would have been good too
it's likely they didn't realize the guest was still making noise. if they had known this the hotel and the police could have taken action right then and there
BEJ on 12/31/2009:
I was once in New Orleans for a Nursing Conference. Was woken at 0200 with construction noise. Called the front desk and was told I could switch rooms. I said not at 0200 and they needed to stop the work for the night. It was done.

When I stopped down the next morning at the desk and inquired--I asked why I was put in a room near night work and they had no reason. They offered again to move me and I took them up on it at that time. Problem solved to everyone's satisfaction. I got sleep for the rest of the nights of my stay and I guess they continued on with the work.
Anonymous on 12/31/2009:
Well, sounds to me that you failed to get yourself any help. I mean if they were making noise all night that you couldn't get any sleep, why would it be a hassle to change rooms? pack your suitcase up and go get another room...then sleep the rest of the night without noise......especially if the police were called...I don't think I'd want to be close to someone when the police are banging on the door at 2AM....If you failed to help yourself resolve your own issue, then I have no sympathy for you.....It's not quality inn's fault for noisy guests.....They can't read guest's minds.
Anonymous on 12/31/2009:
oh and I just wanted to comment....I used to travel to AC a lot for fun getaways. I used to get complimentary rooms to all the casino hotels there since I enjoy gambling from time to time...This one particular trip, I was staying at the Borgata. Their rooms are stunning....Anyway, I must have been placed next to kids having a frat party...because these kids were banging around, yelling, and even blatantly knocking on our wall. I said nothing but picked up the phone and called security.....They immediately came up to the room and told them to quiet down....lasted about 10 minutes and started up again, so I called security again.....I heard their phone ring, and then it was silent......This all happened at about 3AM.....so I got my revenge. I was up at about 6AM and started banging around in my room and yelling right at their wall, knocking and yelling.....Then as I left I made sure to start pounding on their door and kicking it....then ran to the elevator and left.... :) revenge is sweet. Hope I helped their hangovers....
Anonymous on 12/31/2009:
There's a wonderful invention called the ear plug that was invented by an English doctor, Dr Ear Plug, in the 18th century. It's now available in most drug stores.
PepperElf on 12/31/2009:
what's fun is trying to sleep with a jet trying to land in your face.

on the carriers, the berthings are right below portions of the flight deck
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Flea Bites and Credit Card Charges
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Rating: 2/51
JOLIET, ILLINOIS -- (1) There were fleas in two of the rooms - 103 and 111. Therefore the guest ended up with multiple bites that are still present and two horrible nights of trying to receive some relaxation. The complaints were bought to the attention with two front desk clerks (morning male and evening female) and the house keeper (Sue). The house keeper was presented with a flea that was captured on a piece of toilet tissue. She stated she was referring this to her manager. (2) The male front desk clerk asked for a credit card and stated card info was to insure if there were any damages it would be charged to the card.

Upon checkout there was no damage to the room but there was bites to the guest. The hotel was contacted on 09/24/2013 and was told by a female employee that a manager would contact us about the overage on the card. The card showed a charge of $161 yet the receipt shows a balance of $101.70.

On (09/30/2013) there had not been any feedback or resolution.
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Shaun on 01/30/2014:
It may be a little too late, but you have 60 days to dispute a charge like this with your credit card company. After the 60 days, it's assumed you're okay with said charges.
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Roaches, Smelly Room, Injured on Their Property
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Rating: 1/51
Roaches in room, bad odor, faucets did not work, internet did not work. Also, received an injury while in the room. Shards of glass cut my back while using the bath towels. Also overcharged me by $45, then would only credit me $25. Have tried dealing with the Corporate Guest Relations in Rockville, MD to no avail. Everyone puts you off, says they'll contact the hotel, then you have to contact the hotel, then no one returns emails, phone calls, etc. Nobody cares! What a rip-off

Will report them to the local BBB, Health Department. They have to be in violation of some kind of business ethics.
Dave Lazear
Newark, DE
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Very Noisy at 3:00 Am. No Assistance!
Posted by on
Rating: 1/51
GREENEVILLE, TENNESSEE -- There was a minor league baseball team that was staying at the hotel. These are men and they acted like they never stayed at a hotel before. 3:00 am there pounding on doors. Laughing and yelling. We were in the fourth floor. I had to go to the desk in the morning due to the bill not being correct and explained the situation and the manager just stated that they had addressed the problem with the coach! We had a 7 hour drive ahead of us and we felt like it was a hazard due to lack of sleep.

The manager just apologized however really didn't care. There were other folks that were also upset!
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Weedwhacked on 07/31/2013:
The manager addressed it with the coach and apologized to you. What else did you expect from him? Are you saying that he really didn't care because you didn't receive any compensation that you thought you deserved?
trmn8r on 07/31/2013:
It is pretty hard for motel/hotel management to control a group of idiots, which these people clearly were. Then you speak up, and the offenders finds ways to get back at you.

Pretty much you won the lottery of rooming near biggest bozos of the city that night. I've been there, and it isn't pretty.
So on 08/01/2013:
What did you want the manager to do give you a free nights stay. If that is what you are hinting well you don't deserve that. He addressed the problem, apologized. Weedwacked I think you are right and this is exactly what they are hoping for.
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Worst Hotel Experience!
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Rating: 1/51
HERMOSA BEACH, CALIFORNIA -- The Quality Inn in Hermosa Beach, Calif. is a tired looking and dysfunctional hotel. We arrived on a 95 degree day, to find a dirty lobby with no ice available on our floor. Our room was sweltering and it took over an hour to cool it down. When we left the room, the AC was turned off and our cell phones were unplugged from the outlets. I instructed the front desk to inform housekeeping NOT to turn off any AC or cell phones. Our requests were ignored so we continually returned to a sweltering room. The final blow was waking up to find that the hotel ran out of hot water. We were told that the boiler was broken. I asked to speak to the manager, but was told that she was off for the weekend. After checking out I contacted the manager by phone and email, but never received a response. I finally contacted corporate and was treated shabbily. My only my consolation came from Expedia who recommended we immediately checkout when service is unsatisfactory. Because of my poor experience and worse customer service, I will express my option as a consumer to never stay at a Quality Inn again.
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olie on 12/29/2012:
We've stayed multiple days at hotels where we had to run--or send a kid--to another floor for ice. It happens.

We also keep Housekeeping out of our rooms during our stay. We don't change the sheets every day at home, so why waste the hotel's resources? We *do* tip Housekeeping at the beginning of our stay, when we ask for extra towels and toilet paper. Then we put the "Do Not Disturb" sign on the door.
leet60 on 12/29/2012:
Sounds like a horrible experience. In many of these cases I believe it would be safer (and cleaner) sleeping in your car : )

I really want to comment on the ice machine issue. I NEVER use motel/hotel ice machines. While the machine may look clean on the outside, most have not had filters changed routinely or have no filter at all. The inside of the machine is generally laden with all types of harmful bacteria unless the machine is cleaned inside and disinfected regularly.

Not unlike finding a dirty restroom in a restaurant, if the lobby, rooms etc of a hotel/motel are not very clean you can bet the ice machine is a health hazard.
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