Quality Inn — Hotel in Kitchener

The service at this place was abysmal. I had made the booking 2 days ahead of my stay, using a debit card. I received the booking confirmation and everything seemed ok. On the day of the check-in, around 8 pm, during my very long drive to Kitchener, I received a call from one of the staff saying that my card had been declined.

I explained that the debit card I made the booking with had been compromised and blocked shortly after the booking was made, and that I had obtained a new debit card, which I would be using at check-in. She seemed to understand. She then asked when they would be expecting me, and I told her in a little over two hours, sometime past 10 pm.

I got to the hotel around 10:40 pm. There was no one at the reception desk, only a handwritten sign saying they would be back soon. I waited for about 15 minutes and 2 women showed up.

When I gave them my name, I was told that my card had been declined because it was a debit card and they only accepted credit. I didn't have a credit card on me. I was never warned at any point during the booking process or the call that they didn't accept debit cards.

I know not all hotels accept debit cards, which is why I booked with Quality Inn. Usually, when a hotel doesn't accept debit cards, they clearly state it somewhere on their website. I couldn't find anything to that effect on Quality Inn's website and what's more... my booking had been successfully made. How was I supposed to know that two days later, at the 11th hour (quite literally), I would be told that my booking was invalid? If you don’t accept debit, then you should have a system that detects the payment method and prevents guests from booking with debit.

I explained that my booking had gone through, that I hadn't seen any info regarding their payment policy on the website, that I hadn't been told about it earlier and that I didn't have any credit cards on me. I asked if they could please do something in this situation. Would they accept cash? No, only a credit card. It was 11 pm and I didn't have a place to stay. I was trying to find a solution, but all I kept hearing was a robotic "we only accept credit cards."

Also, the other woman, as it turns out, was the one who called me during the drive to tell me that my card had been declined. As already mentioned, I had explained to her the whole situation with having to switch debit cards, and at NO POINT during that conversation did she think it pertinent to tell me that the problem wasn't that my debit card had gotten blocked but the fact that THEY ONLY ACCEPT CREDIT. At no point, during that conversation that took place 2 hours before check-in, did it cross her mind to inform me of that. What the hell?

These people were horribly unprofessional. I, a solo female traveler, was left stranded at 11 pm, in a strange town, with no place to stay, through no fault of my own. And they just refused to help.

Not to mention... there were TWO of them and they both just left the reception desk unattended for who knows how long (15 minutes from the time I got there but probably longer). Then they just casually waltzed back in, seemingly without a care in the world, like it's normal for the reception desk to be deserted during operating hours. I know emergencies happen and people have to step away from the desk sometimes, but dude, if there are two of you, you ROTATE, you don't leave the lobby deserted with tumbleweeds blowing...

I stayed in room 206 It looked like my shower wasn’t cleaned The caulking around the tub area look like someone in kindergarten did it The faucet/handle Area in the shower, looked pitted and tarnished This is not at all what I would expect from staying at a hotel at this cost

Room was completely outdated. You could tell it was only surface cleaned because of the dust and dirt on anything that wasn’t a touch area. The clock didn’t work. The plugs on the lamp didn’t work, and the air conditioner/heater would not shut off no matter what you did.

We went down for breakfast first morning and tried to get something hot with the eggs had the consistency of Sandy yoghurt and the sausages were sponge. I tried to explain this to the caretakers who were in charge of the kitchen area, but after several minutes of explaining to them 3 to 5 different ways, they still had no clue what I was talking about and didn’t acknowledge what I was explaining to them.

I understand the term of complementary breakfast and that in theory it’s not part of the cost of the room hence the word complementary But what you guaranteed know is that people book rooms because they have breakfast they think they can count on to eat so they don’t have to go looking somewhere else for breakfast which in theory would save them money That’s the reality of it I took my son there to look at Waterloo University, which is where he’ll be going this fall and we were late for our appointment because I had to go find breakfast somewhere else

I will be going back-and-forth from my hometown to Waterloo for the next six years and will be staying there in Kitchener Waterloo, probably four times a year

If I’m not compensated in some form, that is acceptable then I cannot see myself booking your hotel again

I am a loyal person and can understand mistakes and oversights, and when I am treated fairly, I remain loyal, but if I am treated, like nobody cares than my loyalty in my business, and my recommendations are out the window

I did complain to the people at the front desk about this, and they passed me off from person to person and told me that a manager would contact me on Monday. It is now Wednesday and no one has contacted me.

The ball is in your court. Please let me know what you’re willing to do to gain back my business....

The room was not terrible but could use some.

It took a long time to get hot water in the shower.

The lock on the sliding door to the outside was broken and the safety bar holder was hanging by one screw. I asked for this to be fixed, but they had no one to fix it. (A bit of oil and a screw and screw driver). They did however offer to move us.

It was a little cool that night and I turn the heater from cool to heat and it gave off a terrible smell so I had to turn it off.

I had to ask for shampoo, conditioner and body wash (not sure what it actually was but didn't wash the body) for the second day.

Asked for a wake up call for 6:00 am, which never came.

The hot breakfast day one (I believe powdered eggs and some type of pork sausage) was less than desirable. Day two was an omelet (I guess same eggs, but better.)

Both coke machines were broken (how can both be broken at the same time)

I realize you may not be responsible for all advertising out on the web but, when I was looking for accommodations, I noted that this motel had a hot tub. I have some muscle issues and my reason for being there was my Grandson was in an Ontario Allstar Championship game and would be sore after being on the field from 8:00 am to 10:30 pm to find out Sunday that they removed the hottub.

On the plus side, the staff were nice. The room was clean, the price was relatively reasonable, the room was on the main level which was convenient in that the car was right outside, but a little noisy as it faced the highway. The location...