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 into shower when the smoke alarm went off. There was a swarm of bees at the pool, vending machine's NOT properly with 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, **, 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 beekeepers 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 with 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.
MYSTIC, COLORADO -- Our experience was horrific. The fire alarm went off at 2:30 AM. **, 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 Hotels 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, ** gave me the email address of **, 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 **, 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, was their responsibility and fault. Also, the maintenance and housekeeping issues were not at all addressed by Mr. **. I will certainly think twice before staying at another Choice Hotels'.
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.
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.
TROY, ALABAMA -- Our home had burned and Red Cross put us at The Quality Inn in Troy, Alabama. My mother is 87 years old and very unbalanced. They first off put us in a room a mile away from the lobby and then it was upstairs. My mother had to have meals brought to her because she couldn't go up and down the stairs. Then management was rude when we [were] trying to tell her about the BED BUGS that was in the first room we were in and then she smelled of alcohol, was dressed and looking very unprofessional, had a very nasty attitude and so does the staff. [This] hotel is going to cause Choice hotels to have a bad reputation in Troy, Alabama.
DOTHAN, ALABAMA -- We were given a room where the air conditioner was so loud that we couldn't even sleep the first night. Then we were moved to another room during the day the second day. The room was fine but at midnight the desk clerk came pounding on the door and tried to come in the room saying we were there and had not paid. We had the receipt where we had paid and all we got was "I'm sorry about that." We were then unable to sleep due to having had the door opened during a sound sleep. I wouldn't recommend this hotel to my worst enemy! Apparently the day desk clerk had not moved our room in the computer.
JOLIET, ILLINOIS -- 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 brought to the attention with two front desk clerks (morning male and evening female) and the housekeeper (**). The housekeeper was presented with a flea that was captured on a piece of toilet tissue. She stated she was referring this to her manager. The male front desk clerk asked for a credit card and stated, “card info was to ensure, 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 overcharge 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.
ORANGE CITY, FLORIDA -- DO NOT STAY AT THIS HOTEL OR AT THIS CHAIN… 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.
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 they're 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!
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 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.