Quality Inn Durand

By our third stay, the room was in the worst shape yet. Furniture was broken down, the sink was broken and chipped around the edges, water pressure was poor, hot water had issues, and the TV and remote only worked part of the time. We had no electricity in the room all day until about 9:30pm, and got no discount or accommodation. When I asked the front desk what the plan was, she didn’t know, only saying the electricity would be shut off and hopefully for just a couple hours. Staff seemed more concerned about how they’d be treated than about guests losing food and dealing with the outage. Our first stay was on the middle of the first floor. We have a service dog, so we did some cleaning and mopping. The second stay was in the middle of the second floor, in a much more run-down, dingy room. We cleaned when we checked in, and the furniture was worn out, the shower pressure was awful, and there was a hole in the tub. We mopped again because of our dog. On the third stay I got sick with a stomach bug and another illness. The night desk clerk was wonderful when I asked to check out a little later, and let us stay until noon. We cleaned again, taking out trash, wiping things down, sweeping and mopping very well, partly because I’d been ill and there was an obvious smell. Later, when we tried to book again, we were told we were banned because of a dog pee smell. They said they smelled urine, but our service dog was never left alone and has never had an indoor accident. We’d had no odor issue on previous stays either. It makes no sense, especially since we’d cleaned the room so thoroughly. The manager stood there saying nothing while the new girl made this claim.

The location is perfect, the rooms are great, and the employees are exceptional. I’m proud of the staff and how much they put up with from guests. Some of those guests are out of control and don’t seem to know what quiet means. These employees deserve extra care and exceptional hands off. I don’t know how they deal with it, and I’d never put up with it.

The rooms were dirty and falling apart, though thankfully we only used them to sleep. There was hair in the shower, mold in the bathroom and on the shower curtains, glue residue on the doors, and no sign the rooms were being kept up. The shower felt and sounded as if we might fall through it, and the water pressure was awful. I’d booked two rooms and checked ahead that canceling one would be free since we weren’t sure we needed it. I canceled it, but was charged for both. The girl at the desk said she was canceling the room and would make sure I got a refund. Her computer was slow, she said it would take a while, but she’d handle it. The refund never came through, and now I’m having to dispute the charge with my bank.

The rooms were decent and clean, with a few restaurants nearby. There’s no elevator. I’d asked for a first-floor room when I reserved, but was told at check-in that mine was on the second floor. I explained my mobility issues and got no sympathy. At checkout, they wouldn’t give me my Folio (receipt). I don’t use online companies like orbits, and this booking was through my company. I travel two weeks on the road and one off, practically living in hotels, and I’ve never been refused a receipt before. The desk clerk was dismissive and rude. I called choice hotels from the parking lot and they emailed me a receipt quickly. As a long-time Choice awards member, I’d say, Hotel please do better.