Quality Inn Sweetwater I-20

The property itself may be fine, but the hotel’s lack of response caused real inconvenience and financial impact. I hope they take responsibility and improve communication for future guests. I tried repeatedly over three weeks, starting when the winter storm began, to reach Quality Inn Sweetwater I-20 about canceling. I contacted them through Booking, by email, and by phone, well over 24 hours before check-in. Booking kept saying it had sent the hotel requests and would get a reply within 48 hours, but I never received a response. It wasn’t a single mix-up. For three weeks, both sides seemed to blame the other while nothing got resolved. If the hotel can’t handle communication through third-party platforms, I don’t understand why it keeps partnering with them. They’re partners when reservations bring in money, but when there’s a problem it becomes “not their responsibility,” leaving customers without support or the service they paid for. I originally booked during a winter storm affecting much of North America. I couldn’t get a free cancellation through Booking despite contacting the hotel more than 24 hours before check-in. Later I also asked for a no-show invoice for my insurance claim, again without a reply. I appreciate the response from Quality Inn Sweetwater I-20, but its account of what happened isn’t accurate.

We never stayed, but we still lost the money. After driving all day, we needed a room right then, but because it was after midnight I’d accidentally booked for Sunday. The desk told us to contact Expedia and said they’d confirm there were no rooms, so everything would be fine. That wasn’t true. Expedia contacted the property, which refused to refund us. The entrance smelled bad and the place looked dirty, so I’m glad we didn’t get a room, but I’m angry they kept our money.

The housekeepers stole my Beats speaker while I was staying there. The front desk receptionist acted like it was no big deal, and I still haven’t been able to reach the manager. If zero stars were possible, that’s what I’d give.

The woman at the front desk was great. The room, though, looked like it hadn’t been cleaned in over a year, with dust and grime caked on the A/C, which may or may not work. There was so much marijuana smell coming through the vents and into the hallway that it felt like a contact high. My clothes and bag also came out smelling like cigarettes. Whew.