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Business Profile

Hotels

Quality Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/08/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 3, 2023 I called and made a reservation for May 20 2023 because I was planning on attending a college graduation in that area. I spoke with a representative who informed me they had two rooms available for $208.88 for one night and he ask me if I wanted to pay now or pay when I arrived at the hotel and I told him I will pay on my day of arrival. He ask me for my credit card number just to hold the reservation he said, your card will not be charged until you arrive at the hotel. I gave him my card information. He went over my reservation info. I thanked him and got off the phone. When my cell started to beep. It was a message from my bank telling me that someone just withdraw money from my account twice for $208.88. I immediately canceled my reservation. I was so angry that the rep. would promise me that my card would not be charged until I arrives later that month around the 20th of May. I also sent an email complaining about the representative lack of integrity in doing business. I received a call from someone kind of mysterious telling me that I didn't get my money back and that cancellation fee is the money I paid however, I never saw that policy and the rep. never stated that to me as I made my reservation with him also, what about fairness in business the representative said, you will not be charged until your day of arrival and the moment I hung up the phone my card was charged but yet you want customers to honor your policy. I feel so violated this no fair and I want my money back. I did not stay at that hotel one night.

    Business Response

    Date: 09/08/2023

    On behalf of the Quality Inn let me the state that the guests statements are not accurate because the guest booked 2 rooms through our offsite website at no cancel prepaid rate. the guest wanted two connecting rooms and we accommodated  this reservation. however the guest called on the day of arrival and said that she was not coming. the policy and the reservation told her that this was a non cancel non refundable reservation . I have attached  both reservations and confirmation numbers to show that there were two rooms  and this is why she was charged twice. Thank you 

    Sincerely

    *****************************

    Quality inn Westfield

    Customer Answer

    Date: 10/02/2023

     

    Complaint:*********



    I am rejecting this response because: 

     

    In response to Quality Inn they are tell lies because I have proof I canceled same day of reservation

    because they took my money out of my account when they told me I could pay later.





    Sincerely,

    ********************

  • Initial Complaint

    Date:08/03/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had made a reservation at Quality Inn ********, ** through ********. Shortly before my arrival I was told that the hotel is not open to the public and was redirected to another Quality Inn in *************. A few days after my stay I noticed that my credit card was charged for the full stay of the reservation by Quality Inn ********, although I did not stay at that hotel. I am asking for a refund since I was charged twice by Quality Inn ******** and by Quality Inn **********

    Business Response

    Date: 08/03/2023

    I have talked to the guest several times and  i explained to the guest that we only charged the guest for there stay here at the Quality Inn ********* because they were physically here. We are not associated with the Quality Inn ******** and we received no communication from them concerning the guest's stay.  we actually received that reservation through  our Reservation Center in Choice not from the Hotel in ********. Their refund must come from the Hotel in ******** 

    Business Response

    Date: 08/05/2023

    these are my attachments

    Business Response

    Date: 08/08/2023

    BBB spoke directly with the business and they advised they have refunded the customer.

    Customer Answer

    Date: 08/12/2023

     
    Complaint:***********

    I am rejecting this response because: Quality Inn has not refunded my credit card as they promised. They are not telling the truth.

    Sincerely,

    *****************************

    Customer Answer

    Date: 08/12/2023

    Quality Inn ******** is claiming that Quality Inn ********* is responsible for the refund. Quality Inn ********* is claiming that ******** is responsible for the refund. I have asked Quality Inn ******** to refund me for the charge (see my attached document) but they are refusing the refund. I think Quality Inn ******** should refund me since I did not stay in that hotel as requested in my complaint and attached document.

    Customer Answer

    Date: 08/12/2023

    Quality Inn ******** claims they are not responsible for the refund and the ******** manager apparently talked to the ********* manager to refund me. However the ********* manager does not agree and says ******** should refund me. Both hotels have charged my credit card. 

    Business Response

    Date: 08/14/2023

    My Hotel has refunded the money a week ago and we appreciate it if you would close this complaint.

    Customer Answer

    Date: 08/14/2023

     
    Complaint:************

    I am rejecting this response because: No refund has been received on my credit card as of today August 14, 2023. 

    Sincerely,

    *****************************

Quality Inn is NOT a BBB Accredited Business.

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