Quality Inn & Suites Des Moines - Merle Hay Road

I rarely post reviews, but what I saw here left me upset enough to say something. The owner spoke to a Black man with open hostility, as if he were a criminal and beneath basic courtesy, rather than a paying guest. When he calmly asked why she was treating him that way, she became more aggressive and threatened to call the police. From what I witnessed, there seemed to be no reasonable basis for that response. It came across as intimidation, not a proper attempt to address misconduct. The encounter was uncomfortable and appeared to stem from bias rather than professionalism. No guest should feel unwelcome or unsafe because of who they are, or be judged on assumptions. Seeing this seriously changed how I view the hotel. I’d urge anyone considering a stay to think carefully about whether the management’s behavior shows the respect and hospitality guests deserve.

I travel often for my business and have stayed with Choice Hotels for years. This Quality Inn in Des Moines was easily the worst experience I’ve had with them. I was treated with suspicion from check-in, and felt I was being seen as a criminal because of my skin color. Staff aggressively challenged me over the difference between the address on my ID and my business address. It made me feel as though they saw me as a “killer or drug dealer,” rather than a guest with valid ID and a legitimate business. They asked me to leave. When I said calmly that I planned to write about how I’d been treated, the staff member said she “doesn’t care about reviews” and that she and her husband “own this hotel,” as if Choice Hotels didn’t matter to them. I was also told, outright or by implication, that my “kind” wasn’t welcome. It was humiliating, upsetting, and unacceptable. No one should be made to feel discriminated against because of their skin color. I’d caution others before booking, and Choice Hotels should investigate this location. This isn’t the standard I’ve trusted from the brand over the years.

The location is great, but after this longer visit I definitely won't book here again. I'd usually stayed just one night before, and those trips had been pleasant, so I thought a longer stay would be fine. I was wrong. The free breakfast was poor too: eggs that didn't taste like eggs, plastic-tasting sausage patties, coffee that tasted like coffee-flavored hint water, and decent juice served in tiny cups. The waffles were okay, but the cheap batter stuck to the iron and didn't crisp up even with spray butter. On the first day, I found a chair peeling apart, a disgustingly dirty coffee pot, and blood stains on the carpet by the entrance light. I showed the front desk a photo. They seemed unsurprised and casually offered another room, without an apology or an upgrade. The replacement was better, but its phone didn't work and the comforter was torn underneath. I was fed up and just put up with it until checkout. The pool was meant to be heated, but felt lukewarm at best, and I saw clumps of lint or dust in the water, maybe from poor filtration or cleaning. On day three I asked for extra towels and was told they'd bring them to my room. An hour later, the desk told me to come get them instead. I refused because they'd said they would deliver them. They never did, and eventually handed the towels to my guest as they came through the lobby. The customer service and the low quality breakfast fit the name The Low Quality inn hotel, or The Cheap inn hotel.

The hotel was quiet, and my own room was clean. I couldn't get the TV to turn on, but the front desk came to help right away. I only gave three stars because my cousin's bathroom had old dog poop under the sink, plainly visible and not cleaned up. The quick breakfast was okay, though the muffins were hard and dry. Go when breakfast opens if you can.