Quality Inn & Suites

Verified Hotel Guest

Positive: Clean Negative: Lots of small things. Ice machine broken, clock did not work, refrigerator made strange noises.

Jim Dee

I have been a Choice Rewards elite member for years, as I use the hotels for business and personal travel, so I book almost all of my rooms through them and their corporate site. On May 10, 2022, I booked a king suite with jacuzzi at the Meriden, CT Quality Inn for the night of Saturday, May 21, 2022 for $158.28 after taxes and fees. I received the confirmation email instantly. I arrived at the hotel around 8:30pm on Saturday, May 21. The person at the front desk (manager?) asked if I had the right hotel because I was not in the system. I pulled out my phone and opened the confirmation email. I told him that I had booked a king suite with jacuzzi online. Immediately, he became very rude and confrontational with me. He said that they do not book jacuzzi rooms online, so he didn’t know how I did that. I showed him the confirmation email, and he said that he would not accept it. He said that he had a room to book, but they do not book them online, and would only give it to me for $200 plus taxes and fees. I told him that it wasn’t like I had hacked the website: I had a confirmation email and numbers from Choice Hotels corporate website where the room had been booked. He said “I guess you can call them, but I will not honor that rate.” I responded “with all due respect, this sounds like your problem and you need to call them because I have a confirmation email right here, so you need to figure out what went wrong in your system.” He stepped away from the desk and went into the back to call someone, during which my spouse heard him yelling repeatedly “I am not going to honor that rate.” When he eventually returned to the desk, he told me that they had a call cancelling my reservation, logged in their system under my first name. I stepped away to call Choice Hotels myself, and he kept arguing and trying to interrupt me as I spoke to them. At this point, it was clear to me that I was unwilling to stay at this hotel whether Choice Hotels could resolve this or not. I went to the parking lot to continue the call without confrontation. My call disconnected after 30 minutes, and I called back to be told that I was #22 in line. At this point, it was nearing 10pm, and my spouse and I decided to just drive back home to another state, 90 minutes through the night, since we were being denied our reservation. This was our first night alone together since our baby was born six months ago, and was a special trip for us to celebrate while grandma watched our baby for the night. I don’t know when we will have another opportunity like this. This opportunity was completely ruined by this hotel staff member. Calling customer service again the next day, they were able to determine that my hotel was cancelled at the hotel, by the hotel, and not through the Choice Hotels network, which is why I did not receive a cancelation email. Choice Hotels compensated me for the issue and promised to launch an investigation of the hotel and its staff for the incident. This is the worst experience I ever have had at a hotel and in customer service. Reading other reviews after the fact, I see now that others have experienced major issues with the staff and hotel as well. I hope that everyone is contacting corporate to file complaints. This behavior, in my opinion, warrants Choice Hotels pulling the franchise from the operator and taking them out of the hotel network.

Lorraine Mylan

We had been traveling for 12 hrs. due to a layover in Atlanta. We arrived at the hotel at around 11:30pm. The man that came out to check us in was very condensing, rude, and mean. When I asked him just a simple question as to you want us to sign here? - he said Have you ever checked in a hotel before? He said you ask stupid question. What kind of question is that to ask a person in their mid-60's? The man had an abusive demeanor. And I believe that was the owner. I was thinking - do we really want to stay here with this kind of welcome. Welcome to Connecticut. And it gets worse. The fridge made a loud tick tock noise - we had to unplug. No hot water one day. bed bugs. wallpaper peeling, spongy creaky floors, cigarette smell everywhere, even in the elevators, the person above us must have been on speed - walked in circles all night into the morning. A sign in the no breakfast room said - Here you are family.... well, they must treat their family bad. This gives me flash backs of my abusive upbringing. They advertise breakfast - yet when you get there - there is a sign saying no breakfast because of covid. What covid? That is a poor excuse. They did have coffee and juice. I stayed in a Quality inn in Oct 2021 - in Middletown, CT - and they had breakfast every morning. And the staff was very friendly at the Middletown location. Here they were even out of coffee the last day. On a positive note - they did give us new towels daily. But overall - I could not wait to leave.

Verified Hotel Guest

Positive: Nothing a real dump ice machine broken stayed a week never fixed Negative: Noisy all the time herd of elephants above us no tissues in room had to bed for them bed hard as a rock old mattress. Kids running around till late at night. No breakfast yet advertised stay next door holiday inn express much nicer.