ComplaintsforClub Quarters Houston Hotel
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I stayed at this hotel on 1/10-1/11 ** **** **** I discovered mold infestation on the windows which is a health hazard.Business response
01/14/2024
sDear BBB Dispute Resolution Team,
Thank you for the notification about the Plaintiff’s complaint letter. At Club Quarters Hotels, we take great pride in our service and the quality of our guest room experience and have a thorough and exacting policy around the cleaning of our rooms as well as a rigorous inspection and maintenance program, which is why we were especially dismayed to hear about his experience.On the morning of 1/11/2024 Mr. ***** *** stopped by be the front desk to let the Guest Experience Manager on duty know he was leaving one day early and wanted a refund for the 2nd night. Regrettably Mr. *** received an incorrect update as the Guest Experience Manager thought his booking was non-refundable. Later on, we received a follow-up call from *********** requesting the refund on his behalf. The refund was approved, and they were informed that a manager would process it with the next 24-hours. Please be advised that a no point during the conversation did Mr. *** indicate there were any issues or concerns with his room. Upon inspecting the room, we also determined there was no validity to the mold claim but rather wood checks resulting in dust and moisture accumulation. We sincerely apologize for the service lapse that marred his recent visit and have taken appropriate steps to ensure our strict housekeeping protocols are followed. Mr. ***** card was also refunded for the 2nd night.
Thank you for taking the time to review the Plaintiff’s letter, and for taking this time with our response. Please feel free to reach out to me directly with any additional questions or comments.
Sincerely,
Maysoon ******
Customer response
01/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21133042, and find that this resolution would be satisfactory to me.
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This business is not BBB Accredited
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.