ComplaintsforQuality Inn Huron

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dates stayed July 22 thru July 24th 2022. Was quoted $572.89.. but was charged $581.01 and $22.74 on July 22nd... Hotel name the Rodeway Inn but all charges and paperwork says quality Inn. After making a formal complaint to choice hotels.. there has been 2 attempts to charge $250 and $100 on July 27th, 2022. Complaints about hotel was the a/c wasn't working, I figured out issue wasn't plugged in. The fire alarm went off at 11:30 pm. I took the battery out of it. The room was dirty. The mattress were wrapped in plastic not bed protective.. there was a terrible smell like wet dog/weed throughout the hotel. There was no breakfast as advertised. The pool looked like jello, couldn't see bottom of pool. The carpet is stained and dirty throughout the hotel. Place is not suitable for people staying there. Called choice hotel to find a different hotel immediately after check in. When hotel got complaint the next day he (**** *****) locked us out of our room. Yelled at me when got key card reactivated. Said because I made complaint to choice hotels he would be charged a fine and whatever that fine is he will find something on us to charge us. He (****)called my personal phone at 11:30 pm saying we were loud. We were all sleeping. In his reply back to my review/complaint to choice hotels accused us of being drunk and tempering with fire alarm And threaten me that I will go to jail for 6 months. In email received from **** says drunk, smoking in room, noise, and fire alarm. Which all is untrue and gives no reason to attempt to charge additional charges. Reading reviews online there is close to 300 bad reviews about the smell, uncleanness, bugs, and unauthorized charges.

  Business response

  08/03/2022

  [BBB Transcription via Email]

  CUSTOMER MADE A RESERVATION FOR 4 PERSON   FOR 2 DAYS  BUT WHEN THEY CHECKED INN THEY ARE 5 PEOPLE IN THE ROOM AND WE CHARGED 1 EXTRA PERSON FOR $10 PER DAY PLUS TAX  SO WE CHARGED THEM CURRENTLY  AND   WE GOT CUSTOMER CALLED AT FRONT DESK AT 11.30 PM THAT THEY TRYING TO GET SLEEP[ BUT PEOPLE IN NEXT ROOM THEY ARE SO LOUD AND BANGING THE WALL  AND SCREAMING SO FRONT DESK FIRST CALLED ROOM PHONE AND NO ONE ANSWERED  SO THEN FRONT DESK PERSON CALL THE PHONE ON THE FILE AND TOLD THEM TO GET QUIT AND NOT SCREAMING . THEY ARE YOUNG KIDS SO THEY DID NOT LIKE IT SO THEY COMPLAIN TO CHOICE THAT AC IS NOT WORKING IN THE ROOM  AND WE SEND  MAINTENANCE GUY IN THE MORNING TO CHECK THE AC  AND HE FOUND OUT NOTHING WRONG TO AC BUT THEY DESTROYED SMOKE DETECTOR FROM WALL ELECTRIC DIRECT WIRE AND TOOK THE BATTERY OUT AND LEFT IT ON THE TABLE AND SMELLED SMOKING  IN THE ROOM  ,WE THOUGH  THAT THEY DID NOT WANT TO GO OUT FOR SMOKING SO THEY TOOK SMOKE DETECTOR OUT  AND UN HUCK IT  AND HOTEL IS NON SMOKING AND SMOKING PENALTY IS $250.  THAT WE ARE TRYING TO CHARGE IT AND WE HAVE TO

   

   

   

   

   

   

  HOTEL MANAGER

  Customer response

  08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   I am 50 years old not a young kid. The  people with me are 23, 22, 19, and 18. 

  I had no issue with charging $20 for the 5th person.. the quote was alot lower then we were charged (excluding the extra person fee)

  No one smoked in the room. I am the only one who smokes and i sat outside on the curb to smoke at all times. I'm sure hotels security cameras will support this. There was nothing mentioned about "smoking in room" until now. He said he was being charged a fine from choice hotel and he will find something wrong with us to put that charge on us. 

  The fire alarm was not destroyed. It was properly taken off the wall and battery removed because was beeping in the middle of the night due to failure to maintain batteries. He was informed of the fire alarm sitting on the table the following morning before we left hotel so he can replace battery and he said he would have it replaced and put back up. Instead when we returned 4 hours later, he locked us out of our room, when I told him our door cards wasn't working, he asked why I complained to choice hotel.   I told him and he started yelling at me and threaten me with 6 months in jail for taking battery out of alarm.

  If he called the room phone. No one answered because we were all sleeping until he rudely called my personal cell phone and woke us all up at midnight. The call was done because I complained to choice hotel about his unkept hotel.

  There are approximately 300 reviews online many with same complaints as me.  Place was dirty, rooms not clean, bed bugs,  etc.

  The place is disgusting and I hope everyone reads the reviews before booking there, i hope choice hotel rejects him from their fine hotels and I hope BBS does something.

  I know I will never stay there again. 

  I blocked him from ever able to charging unauthorized charges to my card

  Sincerely,
  
  ********* ******

  Business response

  08/18/2022

  [BBB Transcription via Email]

  From: **** ***** <*****.********************>
  Date: Thu, Aug 18, 2022 at 11:45 AM
  Subject: COMPLAIN ID ********
  To: <*****************>
  
  
  I SUBMITTED ALL INFO BEFORE  AND  I JUST CLARIFY THAT THEY BOOK FOR 2 PEOPLE THEN RATE IS LOWER AFTER EACH ADDITIONAL PERSON  GOES $10 EXTRA PER DAY  AND THEY GOT 5 PEOPLE SO WE CHARGED $30.00 PLUS TAX EXTRA PER DAY AND  WE REPORTED THAT CUSTOMER TO A FIRE MARSHAL WHO COME TO DO INSPECTION  FOR THE HOTEL SAFETY  THEY DESTROYED THE SMOKE DETECTOR  NOTHING ELSE WE CAN DO IT  

  Customer response

  08/18/2022

  
  Complaint: ********
  
  I am rejecting this response because as you can see the video  in 1st attachment. Right as we checked out the alarm was on the wall (with new battery I purchased) and in working condition. NOT destroyed attempted with.

  As the 2nd attachment shows we had reservations for 4 people not 2 as **** stated and admitted to charge us for. I agreed we had a 5th person with us that was a friend that lives there locally. Didn't know there was charges for anyone who visited us at the hotel.

  As for the next 5 attachments are screenshots of the reviews online around the same time as our stay. All stating how dirty, unkempt hotel and pool was, some also stating unauthorized charges, and some stating the smell of hotel and rudenessof the manager.

  No where has **** been professional with any complaint. Always blaming the paying customer and charging more as soon as a customer files a complaint.

  numerous lies in ****'s statement including us fire marshall was contacted. I would like a copy of complaint from the us fire Marshall's office. I have never received a letter or call from us fire marshall definitely if was complaint they would want to speak with us

  It all speaks for itself.  Place needs the door shuts til place is cleaned well and better management is running the hotel.

  Sincerely,
  
  ********* ******

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing in the hopes that you can help with an issue that I have not been able to get resolved thru many means. I have reached out to the hotel directly and sent an email to get a resolution all with no response. I am hopeful you can assist. On August 16th & 17th I stayed at Quality Inn In Huron Ohio (**** ** ********* *** ***** **** *****) Checked out on August 18th I received an two separate invoices for two separate rooms. - One invoice was for 501.86, Account number *********, one invoice for 231.92, account number ********* A total of 733.78 Some was charged to a debit card and some was charged to my credit card. Not sure why, it all should have been charged to my Credit card. The hotel charged my debit card a total of 5 pending charges of: 289.94 269.94 269.94 211.91 211.92 1,253.66 Total Then there was a credit for 294.94 New total of 958.72 I tried talking to the front desk, **** *****? He just kept talking in circles and avoiding my questions. The below amounts are what cleared account on 7/19/2021 289.94 - Charged to account ending in **** 211.92 - Charged to account ending in **** 211.92 - Charged to account ending in **** 20.00 - Charged to account ending in **** 289.94 - Charged to account ending in **** 1,023.72 - Total My invoice charges should only have been for $733.78 Can someone please explain to me why the invoice shows 733.78 for both accounts/rooms yet my account was charged $1,023.72 I was wrongfully charged $289.94 over the amount of the invoice. I am reaching out to you after trying to talk to **** ***** who stated he was the owner but could not explain to me what was going on. I also want to share that the room had a lot of dog hair in it, the room smelled like a skunk and the outlets and the Lamp did not work. I am reaching out because I would like to settle this complaint was wrongfully charged $289.94 over the amount of the invoice.

  Business response

  02/22/2022

  Contact Name and Title: **** *****
  Contact Phone: **********
  Contact Email: **************************
  THEY BOOKED 2 ROOM FOR 1 PERSON IN EACH ROOM BUT WHEN THEY CHECKED IN THEY HAD 4 PEOPLE IN EACH ROOM AND BOTH RESERVATION IS FOR FRIDAY AND SATURDAY FRIDAY NIGHT RATE FOR 1 PERSON IS 182.74 PLUS TAX AND SATURDAY IS 233.73 PLUS TAX PER ROOM EXTRA PERSON IS $10 PER PERSON PER NIGHT CHARGED EXTRA AND WE CHARGED ON THERE CARD AND THEY SIGNED IT FRIDAY NIGHT CHARGE IS 1ST ROOM $211.92 AND 2ND ROOM $211.92 SATURDAY NIGHT RATE PLUS TAX IS IST ROOM $289.94 $40 DOLLAR EXTRA PEOPLE THIS FOUR CHARGES IS ON HIS VIS CARD ENDING **** AND 2ND ROOM 289.94 AND HE PAID ON HIS DISCOVERCARD ending ****we did not charged any more we send all document

  Business response

  02/22/2022

  ***Document Attached***
  
  See Attachment/File: **** ***********

*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. ↩