Complaint Review: Quality Inn

My daughter was diagnosed with Thrombotic Thrombocytopenic Purpura (TTP), a blook disorder, on May 17, 2004. She was in ICU for 5 wk & on the floor for 1-wk. She was admitted to hospital on May 17th & released on June 28th--with outpatient treatments 3 times a wk.

To help fray costs, I requested help from my boss, Bipin Roy, to use an Employee Rate voucher to use in the Columbia, MO-area. Quality Inn (QI) Site # MO145, Columbia, MO, agreed to accept the employee voucher. I checked into QI on May 24th. At this time, I inquired about the pet policy. (I specially asked because I know each hotel has its own policies on this--not standardized by franchise name.) I was told it was a one-time fee of $10 regardless of length of stay.

Each week I checked in with the front desk to extend my stay. I was told that I could stay as long as I needed to, no further employee voucher was necessary. On Jun 12th I stopped in to extend my stay again & was informed that QI would not honor the employee rate any longer & I must be out on the 13th or pay $69.99. (less than 24 hr notice by the way)

My husband check out of the room on the 13th (I was at the hospital were I slept & spent 99% of my time). When I received the paperwork, I noticed the charge of $10 PER DAY for pet fees. I immediately telephoned QI & asked for the manager. I was unable to reach the manager, John until Jun 17th (I called daily until I caught him in).

I told John--who said he was the GENERAL MANAGER--my complaint & requested $190 credit to my account. John apologized for the misunderstanding & agree to credit my account in the amount of $190 & did so June 17th.

On June 21st my card was re-charged for the amount of $190. Again I immediately contacted John & was told the Owner, Mr. Patel, told him to recharge my account. I stated that it was strange a GENERAL MANAGER did not have decisionmaking authority & John then told me he was an ASSISTANT GENERAL MANAGER. (All this time I had asked to speak to the General Manager of QI & had been referred to John!)

I immediately asked to speak with the Owner--he was not in. I filed a complaint with Choice Hotels Guest Services complaint system--no resolution. I finally spoke with Mr. Patel on AUG 17! Mr. Patel did not believe my story--I offered him proof of my daughter's stay in the hospital from the attending doctor--this still did not convience him. Stated pet policy is posted--is not, on lobby counter a signs states "MUST DECLARE PETS" but does not say there is a nightly fee applied. Said I signed registration card stating pet fees at check in--I did not sign any printout at check in--I was told I could settle up the bill at check out. The copy of the registration card sent with the statement from Mr. Patel that it is an "ORIGINAL COPY" cannot be because 1) I never signed one at check in; 2) has under note section comments by the manager that a guest normally would not see--mistakenly shown on printout; 3) no signature on document.

Mr. Patel said he would talk with my boss (Mr. Roy) (per Mr. Roy, Mr. Patel has yet to contact him as of this date) & his ASSISTANT, John & get back with me. I have not received a call from Mr. Patel. My account has yet to be credited the $190 unauthorized charge. I have contacted &/or filed complaints with the AGO-MO, AGO-AZ, Wells Fargo Banking, Banking Dept of AZ, Banking Dept of MO. No one seems to care or be able to help me with this.

It is a shame that in time of tragedy people cannot depend on another person's word. Because I needed accommodations for an extreme abnormal time period, the owner of QI insinuates I was lying--for what purpose I cannot fanthom. No normal person would want to spend 4-6 weeks in a hotel room & I am an on-site general manager--so I live in a motel! This would not be my idea of a vacation!

Wanda
Winslow, Arizona
U.S.A.