Oops ... looking for the complaint by Diane of San Francisco mentioned in our July 30 newsletter? It's under Choice Hotels.

Tari of Cincinnati writes (9/6/01) about the Quality Inn & Suites, Hilton Head Island, SC:
On October 18, 2000 I called the 800 number to inquire about accommodations at Hilton Head Island, South Carolina. I was told there was a two-room suite available, with a complete kitchen and living room, and a bedroom with two queen size beds. I was also told they allowed dogs and charged $25 per stay extra. The room rate was quoted at $125 per night.

I made the reservation for arrival on June 16, 2001 for 7 nights for two adults, one child, and one dog. I confirmed with my credit card and was given a confirmation number. On April 21, 2001 I called the Quality Inn and Suites, 200 Museum Street, Hilton Head Island, SC directly. I re-confirmed my reservation and asked for a written confirmation. They said they do not provide that but if I call the 800 number again they will provide an email confirmation. I did this and was sent an email confirmation.

On June 16, 2001 we arrived at the hotel, with written confirmation, at approximately 3:00 p.m. to check-in. I was told by the front desk clerk, "Unfortunately, we won’t have your suite until tomorrow." I told him (his name was Mark, I don’t know the last name) that was unacceptable and that I would need a room today. He said they did not have any suites but could put us in a single room. Since we had already purchased groceries this was not acceptable because the single rooms do not have refrigerators.

He was not helpful or willing to try and accommodate us at all. I asked to speak with someone in authority and he said there was no one he could contact. Finally, in frustration, I went back to my car and got my husband. My father-in-law, who was staying at Port Royal, also came inside.

As my husband came into the lobby, carrying our dog, the desk clerk told him that dogs were not permitted at the hotel. Needless to say, we were upset as we had made our reservation with the understanding that pets were allowed. At this point, another man appeared (his name was Dallas) and tried to rectify the situation. He booked us into a "king suite" and arranged for a rollaway bed for my daughter. He also explained that, unknown to us, the pet policy had been changed in January, 2001.

He reduced our room to $99 per night and charged us the $25 pet fee. We paid for 7 nights plus the pet fee with traveler’s checks. After unpacking, we left for dinner and to visit relatives at Port Royal. We came back later and went to bed, but I awoke about 1:00 a.m. feeling ill. My husband also woke up feeling ill. We discovered the air conditioning unit in the “bedroom” leaked profusely and apparently had been that way for some time. The carpet on the left side of the bedroom was soaked. The moisture, and probably mold, was making us ill.

I went to the front desk and asked for another room but was told there was nothing available but a single room with just a king size bed and no refrigerator. Since we had groceries, this was not acceptable. The night clerk said to come back about 11:00 a.m. and they would probably be able to put us into another suite at that time. Needless to say, after sitting up all night, we were not inclined to "wait around" and see if another suite was actually available. At 8:00 a.m. we began packing up our things. When we checked the items in the refrigerator, we found that it was not functioning properly and most of our items were spoiled.

We began to realize that the suite we were in was not in good condition and was probably not supposed to be rented at all, but we had been stuck in it because that was all that was available. On Sunday morning, June 17th, we went to the front desk to check out, having secured a room at the Holiday Inn Express.

When we checked out we were told there was not enough cash to provide our refund so we would have to come back on Monday morning. On Monday morning we met with Marc Ferris and he gave us a refund check, minus one night’s stay and the pet fee. We are very disappointed in the service at Quality Inn. We also feel we should be entitled to a refund of our one night’s stay, the pet fee, and reimbursed for the food that was spoiled. The total of that amount is $152.72

Steven of Washington DC writes about the Quality Inn in College Park MD (6/25/01):
I had a reservation on the 8th of June for one room for one night. I changed the date on the room from the 8th of June until the 15th of June (to watch the NBA Finals). I checked in on the 15th of June, stayed at the motel and left the key with the maid who was outside my door at noon on the 16th.

I did not return to the hotel yet I was charged for two days. I called to point out the mistake and they tried to tell me I asked for two days when I didn't and I would have to get my money back from Visa.

I would like to get my money back with the promise I will never again stay at this establishment.

Steven's mistake was in not notifying the front desk he was leaving. It's always best to drop the key at the front desk. Steven could try disputing the charge with Visa.

Diane of Philadelphia writes about the Quality Inn in Vernon, CO (/30/01):
Last weekend I stayed at this Quality Inn. I do a lot of traveling since my daughter plays basketball nationally. I have never stayed in a more disgusting filtly room. Nor have I ever been treated in such a shabby matter.

It was a problem to get us sheets and pillows for a pull-out sofa bed. They claimed they were overbooked. When the sheets and pillow did come the blankets had cigarette burns in them. When we pulled out the sofa bed their were stains on the mattress. The bathroom was filthy.

When we came home from dinner our room was very hot, we did not know were the air conditioning was. I called the front desk to ask him if we had air in our room and he said he did not know. That answer is unacceptable. I proceeded to ask him what does he mean he doesn't know, you are the night manager. He said I was raising my voice and he threated to call the police and have me arrested. He then proceeded to hang up on me.

I had my daughter with me who is 14 and did not want any trouble. That night we had to sleep with the windows opened and had to suffer through constant noise from a large religious group staying there. I paid $70.00 plus tax for this room and it wasn't worth a nickel. I am a guest privilege member. When you think of a Quality Inn you think of Quality and that is not what I received.

I had my daughter with me and I wanted to show her getting upset doesn't solve anything that why I am writing to you.