Quality Inn

I’m sharing the whole experience so future guests know what happened. There was no notice of major renovations when I booked, and I would have chosen differently if I’d known. On arrival, the work was clearly underway. The website described the pool area as “fully renovated,” but during our stay its ceiling leaked in several places, some walls had visible mould, the changing rooms were closed for renovation, and the sauna was locked. That didn’t match the description we booked from. Afterwards, I tried several times to sort this out directly with the hotel by email and phone. Front desk staff said they’d pass messages along, but no one in management ever contacted me. A note was added to my booking file saying a refund was being processed, and I relied on that. Later, I was told no one could identify who wrote the note and it wouldn’t be honored. Instead, the hotel offered a 15% refund. I escalated the complaint to Choice Hotels International corporate, and was told the hotel had closed it on the grounds that the 15% refund resolved the matter. The bigger problem for me was the lack of transparency and follow-through. A refund noted on a guest’s file should be traceable and honored, advertised amenities should reasonably match their description, and management should respond when guests raise concerns. I was disappointed with both the communication and how the issue was handled. Then, instead of processing a refund, the hotel charged my credit card. When I called the front desk for an explanation, a staff member yelled at me and said she couldn’t explain it, even though she had just made the charge, and told me to call the next day. That left me to deal with an unauthorized charge myself.

Jennifer at reception was absolutely amazing, and breakfast was decent. The restaurant was very clean and nicely organized. The room was tidy, and construction at the hotel wasn’t too noisy while I was there. It’s a decent place with several rooms and amenities, and I thought it was worth the price and location.

We stayed for two nights over a holiday during an orange weather alert for snow squalls. After parking in about a foot of snow, we had to shovel a spot by our patio door. The four-wheel drive handled the lot easily, and a plow had cleared the area by the time we got back from dinner. The pool was warm and open. There was construction, but none while we were there. The hotel didn’t have many gluten-free options, though there were places nearby.

Judy, the Breakfast Supervisor, was excellent: warm, welcoming, and clearly experienced in hospitality. Jennifer at the Front Desk was helpful when I needed a room change, and Matthew at the Front Desk was excellent and very experienced too. Our guestroom was clean and comfortable, and the included breakfast was a nice bonus during our five-night stay. The hotel feels tired, though it’s being renovated, and the street outside was torn up for repairs. There’s no elevator, which would be very helpful for older guests. All in all, it was a very nice stay.