Quality Inn Amarillo West near Medical Center

Cora at the desk was pleasant, efficient, and very helpful. The location was easy to find, with plenty of well-lit parking across from the medical center. The area seemed safe, and there were lots of restaurants and shops a short drive away. Our room was large, clean, attractive, and comfortable. It was 18° outside, so I was glad the heat worked. The bed was comfortable with four pillows, the water was hot and plentiful, and the toilet flushed strongly and shut off quickly. Everything was working and repairs had been done. We had a fridge, microwave, coffee maker, iron and board, blow dryer, soap and shampoo, enough generously sized towels and washcloths, and a full-length mirror. My only room complaints were no USB outlets, dead batteries in the TV remote that meant asking the desk for a replacement, and very limited TV channels. If you need a blanket, extra pillows, or clean towels, ask at the desk. Bring your own toothbrush, toothpaste, hairbrush, razor, floss, and Q-tips, or go to CVS. I checked for bedbugs and other bugs and found none, and we had no bites two weeks after our three-day visit. A bedbug-resistant mattress cover might be a good investment. Breakfast was fine: waffles, instant hot cereal, cold cereal, yogurt, fruit, granola bars, packaged pastries, juice, coffee, and milk. Staff checked on things often and cleaned up messes. Some of the complaints I've read about permanent carpet stains, fogged pool atrium windows in winter, a pulled carpet thread, or a door a past guest may have kicked in seem over the top to me. Should the hotel replace the whole carpet over a stain that won't come out? I don't know if the hotel was happy about the damaged door, but it seemed they fixed the problem. The cigarette-butt buckets outside rooms are better than having butts all over the walkway. The rooms aren't $200 a night, so don't expect that. I gave five stars partly because the negative reviews made me laugh, though I might normally have given four.

The TV was out for my whole three-night stay because of a cable problem. When I reported it on the first night, the clerk said they were having issues and there wouldn't be a rate reduction. The same clerk seemed annoyed when I asked again the next night and said the cable company would come within 48 hours. On the third night it was still out, so I didn't bother calling again. At checkout, the man at the desk said there was nothing they could do about the rate or Choice points because I'd booked through booking.com. After I contacted booking.com, they reached out to the hotel and told me to call back. A hateful woman then told me to just "eat it" since they couldn't control the cable company. I pointed out that TV was an advertised amenity. She grudgingly agreed to reduce the rate by 10% and acted as if I should be grateful. I usually leave positive reviews, and this is the first negative one I've written. The rooms needing upgrades isn't the main issue for me, it's the employees, who were horrifically rude. Choice Hotels is normally a respectable brand, and these employees don't represent it well. Avoid this place if you have another option. Sleeping in your car would be better.

The lobby is modern and spacious, with filtered water and coffee available all the time. There's a nice fitness center and an indoor heated pool. Breakfast had a good variety, and the rooms are well equipped with a fridge and microwave. A great touch.

Though the front of the property looks presentable, guests have to drive around to reach the rooms. The back felt unsafe and poorly maintained, far from what I'd expect of the brand. Inside, the room was dated and unclean, the door barely closed, the bathtub was clogged, and hot water took far too long to arrive. Basic things didn't work as they should, and the room felt neglected. I've been loyal to Choice Hotels for years, but this was easily my worst experience with the brand. The property needs corporate oversight to address its safety, condition, and quality control problems. The gap between the brand's presentation and what happens on site reflects badly on Choice Hotels. I'd strongly caution future guests.