Quality Inn & Suites Reviews (%countItem)
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Quality Inn & Suites Rating
Description: Hotel Product Sales
Address: 5401 Houston Hwy, Victoria, Texas, United States, 77901
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As a business owner, the General Manager at this location is the type of individual I do NOT want representing my company much less a Franchise. On 2/9/20 my employee made online reservations at this location were *** Gonzalez is the General Manager. He brought up a dispute because although he made a guaranteed reservation online for 2 days with a discount reservation made was for 3 ( he stayed for 2 days). On the morning of the second night, my employee turned in room key and asked to receive credit for the 3rd night he was not staying for. He was informed no credit will be given.He said he attempted to communicate with *** however her behavior was, rude, sarcastic. He called Corp for Choice Hotels and they made him aware that the actual location CAN issue credit. He called her back and she said no. I called *** and introduced myself. The minute she realized what the call was about because she asked for my employees name, her tone changed. She began to increase her voice, yell, make comments about my " employee wanting free room". I could not even get a word in. When I did I said, if you expect me to believe my employee yelled at you, I will not. You have been nothing but rude with no regard to how you talk to people. I said I have not raised my voice, I was listening for you to educate me on your policy not yell at me. Her yelling continued till I told her, just remember, we are in the State of Texas and it only takes 1 consenting participant and she said then record this....have a good day and hung up. I am sure *** does not represent the values and customer service ethics of Choice Hotels however the fact that she is a GM, states otherwise to me. I have instructed my employees statewide ( Texas and NM) not to spend our money on this Franchise. I will be disputing my charge thru my credit card.
Good Afternoon,
I am responding to the complaint made by the business owner concerning the reservation that was gtd for a 3 night stay.I tried explaining to her our hotel policy. She started explaining her credentials about being a business owner and that perhaps I was not understanding our policy. I went on to explain that her employee did in fact have a bad attitude with my frontdesk when he was explained about out guaranteed policy. he then got very disrespectful and threaten to call corporate. When the owner called she had a bad attitude. And did not want to hear any explanation on how our cancellation policy works. She then as she states threaten me with "This is Texas" and I can record you .I did not raise my voice.. I might have raised it because she didnt let me get a word in . She did not want to hear that her employee acted very rude and proceeded to defend him. The reason I feel she blew everything out of proportion was because she did not want to hear our policy. So is trying to make a case so she can win and keep from paying from the gtd night.
We are independently owned and operated. I do not know who she spoke with that told her it was ok for him to cancel. When they make a reservation online they gtd it with a credit card. And yes they can cxl within a 24 hour window. And the way it works when they check in they again explained our policy so there are no misunderstandings.They initial at at check in and they sign at the bottom of the reg. card.And the reason they have to give a 24 hour cxl is because it gives us 24 hr. to sell the room. Otherwise other guest or left going else where. I have been in this industry 32 years. And I did not appreciate her making me feel like I did something wrong. when all I did was follow our procedure.
Thank You,
Sincerely.
Complaint: ***
I am rejecting this response because: As I stated, Ms. has no business in a customer service field. The minute she found out that I was calling in regard to my employee she in fact began on a yelling spree. I could not get a word as I first mentioned on initial complaint. Yes, I made her aware I too was a business owner, which is the reason I wanted her to educate me on her policy. She was still yelling and assumed I was offending her by educating her. If she would have listened, she would have heard my words to be, " please educate me as to your policy so that I may understand?"
It is obvious, she is trying to cover what happened during our communication; however based on her lack of professionalism with me, yes, I truly feel she treated my employee the same way. I am 100% sure my employee did not lash out at her. It was vice a versa. She states now that her policy is what it is (24 hour) cancellation so that they have a chance to rent unit; she was informed at 6am that morning that my employee was checking out. If they had a slew of people knocking down their doors to rent a room, they had plenty of time. If they did rent it out, they double dipped because we got charged and no one stayed.
As I mentioned, I have 2 reference numbers from her Corp office that states, the local office that charged, may reimburse you. If she needs them to find out who exactly gave us that info, I am more than happy to provide. She wishes not to reimburse which only speaks about this establishment and unfortunately represents Choice Hotels as a whole, in my opinion.
Regardless if she wishes to reimburse, as mentioned I am disputing charges on my credit card as previously mentioned.
I felt it was important for others to be aware of this establishment but more so of the manager, ***.
Thank you,
Lydia
Regards