ComplaintsforQuality Inn and Suites

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked through ******* for my room I paid $ 203.00. The manager preceeded to come to my room the next morning and said they didn't receive my payment, but they did. Then I was told to leave cause I didn't pay but I did. I now have been charged $103.32 four more times by this hotel and didn't even get to stay. The manager when I called was very disrespectful and told me they have the right to charge me 4 times and have the right to make me leave. How can I be told to leave for not paying when the hotel did in fact have my payment and then charge me additionally 4 more times. The manager is Navajo and when she seen I was white she immediately became hateful and rude.

  Business response

  03/10/2023

  The guest had made her reservations through a 3rd party which was *******. She did not make a payment to *******, we received the reservation stating that we collect the payment from the guest. She arrived and checked into the room that night. When I arrived in the morning and noticed that a payment was not posted to the reservation. She did provide the credit card at check in but when we tried to post the payment it declined. So I proceeded to wait until about 10am to knock the on the guest door and inquire about payment. I did knock on the door and waited for the guest to open the door. When she did I did let her know that her payment declined and that we would need another form of payment. She did say that she booked the room and was paid for. I let explain to her that she did make the reservation but was not paid for. That the card that was provided to the 3rd party was to just hold the reservation and was not to pay for the room. After explaining the information to her, she then said that she would need to go to her car to get another card to pay for the room. I did let her know that check out was at 11am and that I would give her time to bring another form of payment to the front desk. The guest did also have dogs in her room which was not disclosed to the front desk when she check in. So there would have been a pet fee involved as well. Giving her the benefit of the doubt I did go back to the front desk and waited for the guest to provide another form of payment. We also do have cameras in the building so I was keeping an eye on the room. Right before eleven I did see the guest exiting the room with her children, dogs and belongings thinking that maybe she would be coming to the front desk or getting her other credit card from her car like she had mentioned, but she proceeded to get into her vehicle and drive off the premises. Overall the guest left without making any type of payment on her room. I am willing to adjust her one of the $103.52 but she will still be charged for 1 night stay and the pets. I have attached some of the following information. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 1/16/23 I got a room at quality inn in Farmington nm. Early that next morning about 8am someone knocked once on the door said roomservice and then walked in on me while I was naked! She was me said sorry then walked right out! Check out isn't even until 11, no one should of been coming in the room that early, but she knocked once then opened the door I had no time to do anything other then get out of bed. I checked out that day. The next morning I checked in again about 6am with the understanding that we were paying for the room for that Night and checking out on the 19th. And we were allowed to check in early with my rewards membership. Around 11:am I get a call saying that if we were staying the night we had to pay again because I checked in at 6. They were not going to let us stay the night or refund us the $115 for the 4 hours that we had the room. Then my card was double charged, another $115 and then another $15 fee. $245 and not even able to stay the night that we paid for. I have my bank report showing the charges. All this after someone walking in on me while i was naked. The manager refused to give me a refund. She refused to give me a phone number to call someone else, she lied saying we smoked in the room, however could not provide what evidence she had to assume that. Someone needs to call me.

  Business response

  03/10/2023

  The guest did check in around 6am and was advised that the check out would be the same day since it was before the normal check in time. Any reservations arriving for the say would have a check in time of 2pm. Earlier if the there was a room available. No one from housekeeping had knocked on her door. I did wait until the guest returned to advised that their check was at 11am but no one returned to the hotel. So  I did give the guest a call. I also checked the room as well to see if it was vacant. There were no belongings in the room. The guest also was smoking in the room. Not sure what they were smoking but the fire detector was covered with a plastic bag and there was also a towel behind the door. Which would have been used to cover the bottom of the door to cover up the smoke inside the room. 

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