Quality Inn & Suites

The lobby restroom was locked. The general level of disrepair and neglect. The rocking chair toilet. The toilet dripping and refilling endlessly. The ceramic tile hanging off a strip of wallpaper. The black mould behind that wallpaper. The total absence of any breakfast in spite of the on-line claim that it was included. The manager only responded to a phone call and couldn't be bothered to come to the front desk when we wanted to check out. I could go on, but why bother?

We stayed here previously and had a wonderful stay, it was then Mr Sandman, it has since changed hands. This visit it was terrible, the room was very shabby and unloved. The reception was manned occasionally and most of the receptionists looked miserable and found it too much bother to talk. Housekeepers were non existant we stayed for 2 weeks and didn't once have a change of bedding or towels. They were supposed to be changed every 3 days. If you wanted to get rid of rubbish you just left it in the corridor. Breakfast was awful 😖 so bad after a couple of mornings we didn't bother. It was grubby and everything was pre packaged in plastic and you had to microwave it yourself. The mix for the waffles was not right and just made dry unpleasant waffles. It cost us over £1000 for 2 weeks 😪 We were robbed it was not worth £500 if you are thinking of booking in here, just DONT! Only good thing was KJs dinner next door.

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

Rudeness was the key word. From start to finish. I am very aware if the ugly American syndrome. But don’t you Dare treat people less because they have different shades. Doing it over the phone just makes you a Coward VINCENT