I booked this hotel for my parents who were traveling on their way from New Orleans to Orlando. They arrived around 11am and were astonished at the condition of the hotel. The ceiling was leaking water in the lobby and there was a terrible moldy smell throughout the hallways. The grass looked like it hadn't been cut for months. There were also people working on the dilapidated roof. There wasn't a single car in the parking lot and they still denied my parents an early check in. They said the housekeepers did not arrive until later, but unless they have had dirty rooms for weeks there's no way every room was dirty. They were also informed that the motor for the pool was not working, which was one of the reasons my family wanted to stay there. I ended up booking another hotel for them in Lake City because of these issues; my parents did not feel comfortable staying there. When I called the front desk to cancel the reservation, I was transferred to what was supposedly a manager. He was very rude and disrespectful, saying that nothing was his fault and that I had a nonrefundable rate that he would not make an exception for, even given the circumstances. When he started raising his voice at me I asked for his name, and he refused to give it to me. I don't know what type of manager would refuse to identify himself to a customer, unbelievable. The man hung up on me and a few minutes later a woman called my parents. My mom told the woman that I work for another Choice brand of hotels and suddenly she wanted to refund our reservation. So I called the front desk again and talked to this woman. She told me since I work for Choice that I should know the rules and asked for some employee identification, which is stupid because they can clearly see that I had a friends and family rate on the reservation. I informed her that the rules apply when the service promised is delivered, which it was not. I know very well how a hotel works and am still shocked that any of this happened. It shouldn't matter who my employer is anyway, every paying customer should get the same quality treatment from this "Quality" Inn and no customer should have been treated like I was. Eventually she ended up refunding my reservation, which should have been done about two hours earlier when my parents left to go to another hotel for the night. All I can say at this point is avoid this hotel if you can until they get some updates and better management.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Rajesh P, Front Office Manager at Quality Inn & Suites
Responded Jun. 28, 2018
Hello, Sorry for all of the problem that you and your parent had to go through while you attempted to stay here. All of the problems that you have mentioned has been noted and we have rectified it. We did not have the leak in the lobby and no one was working on the roof as you have mentioned it. Sorry again. Sincerely, RP
This response is the subjective opinion of the management representative and not of TripAdvisor LLC