Quality Inn Shenandoah Valley

Review: We checked in after 5pm, dropped things off, went to area attractions returned to room around 10pm. Room was dirty and in disrepair, but it was just for one night . Around 1am, we discovered a cockroach in the bathroom, and (without looking) three others in the pullout sofa bed our daughter was asleep in and on lamps. We immediately called the front desk and were told that they would call back, a young girl knocked on our door minutes later and offered us a different room 2 doors down. This was not satisfactory, knowing that if you see any cockroaches, there is an infestation unseen. We told the front desk we were leaving and expected, at the very least, to be reimbursed for the room. The clerk was unable to help without mgmt, &unable/unwilling to contact them. I called to talk with manager first thing in morning and left a message. The manager, [redacted], called back around 11:30am, she said that because we checked in around 5:30pm and didn't discover the roaches until nearly 1am that we didn't have a right to file a complaint, much less be reimbursed. [redacted] was everything that a hospitality manager should never be, condescending, rude, unconcerned and uncaring. We do have digital photographs that will substantiate this complaint.Desired Settlement: This hotel needs to be inspected for health code violations and most likely shut down at least until the cockroach infestation is taken care of. I will also be in contact with the Virginia Department of health with this complaint for a violation of 12 VAC 5-431-480 D. Vector Control. We should be refunded for the charges incurred and reasonable customer service measures would also include compensating us for the hassle of having to locate and pay for another hotel for the night.

Business

Response:

August 21, 2013

Re: ID [redacted]

To Whom It May Concern:

Customer checked in our hotel as they stated and their account of their timeline is correct. The front desk staff offered to move them to another room, however, they declined and checked out. A front desk agent found their complaint very unusual and went to the room to investigate at approximately 12:15 a.m.the, and did not find any trace of any pests. The complaint was reported to housekeeping and maintenance staff upon arrival the next morning. We take all complaints of any nature very seriously, and they proceeded to inspect the room thoroughly, moved all furniture, took apart beds and could not find any sign of pests in the room.

This was reported to front desk and management, subsequently the decision was made not to make a refund on this account. Even though we found nothing upon inspections we also contacted our pest control service and they arrived on 8/9/13 and did an inspection of the room the guest was in and all surrounding rooms and public areas, at the time of the inspection there was no evidence of any issue in that room or any room adjacent to it I am including their report.

Sincerely,