Quality Inn Biloxi Beach — Hotel in Biloxi

My experience was plagued by difficulty and little/no willingness to assist during my stay. My wife and I booked a room at the Quality Inn Biloxi Beach for our last vacation before the birth of our 2nd child. My wife is 8 months pregnant and I am recovering from a foot surgery, currently having a cast on my foot....so things are a bit difficult for us right now but we're trying to make the best of it.

Upon our day of arrival on 5/22, we went to go visit family friends. My wife was feeling ill and wanted to go check in and relax in the room. The room is under my name, and when I called and asked if my wife would be able to check-in without me I had no idea how much difficulty we would run into. The lady asked if our last names matched, which they do. I told her we got married last year and my wife still has an old ID with her last name. The lady told us that wouldn't work. I offered that I could give my wife the credit card that the room was booked under as well as her bring my drivers license. NOPE. She said I had to be the one to come check-in for "liability reasons?". I tried to explain I'm on crutches and this wouldn't be a simple task, but it didn't matter. So we both had to leave and myself go check-in so she could get in the room.

The next day (5/23) around noon, we were told our other child had to be taken to the ER back home in Memphis. We of course decided we would cancel the rest of our vacation and drive back. I went to the front desk at precisely 1:50PM stating we had to leave for an emergency and asked if we could get the money back for that night we weren't staying there. After waiting, the same lady who denied us to check-in the previous night informed me that they could not refund us the night or even refund minus a late check-out fee. I was astounded. I'm there on crutches with an 8 month pregnant wife headed home early because of a sick child and there was absolutely zero leeway or grace shown. I drove home wondering how she even sleeps at night?

Unsure if this was the front desk person's fault or simply the corporate policies she was strangled by, but I haven't seen this lack of customer service in quite some time. The room itself was fine, but personally I'd look elsewhere that may have better customer service.

EDIT: Just received the following email from their "manager". Exact copy and pasted:

Dear Scott, Thank you for taking the time to complete our online survey regarding your recent stay at Quality Inn Biloxi Beach.

On behalf of our entire team, I would like to apologize for failing to exceed your expectations with. Your satisfaction is important to us as a valued guest. However we must protect each individuals personal information.

We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests. We hope for an opportunity to properly host you in the future. Sincerely, John L Manager

Downgrading from 2 to 1 stars as this broken English, joke of an email explained nothing. I now see that it is not the front desk lady's fault, but rather the leadership....

Quality Inn Biloxi Beaxh, 2414 Beach Blvd, Biloxi MS 39531 MS200 dates 5/18 to 5/20. The male front desk clerk was rude. He refused to give 2 additional bath towels Saturday night. He told me one bed, 2 towels. Housekeeping rules. I would have to bring my used ones to the desk if I wanted more. When I checked out, I was not aware I would be charged for the safe. I asked Shonna if she would credit the $3. I needed to use the safe, but it was locked. It was at this point, the same male desk clerk, wearing only a white t shirt sitting behind the front desk with no uniform or name badge stated that I needed to ask for the refund before check out. Also, I should have called at the time there was a problem. He then proceeded to tell me how to operate the safe. I informed him that the safe door has to be open in order to program my own code. It was not opened and therefore I could not use it. I did not have time to wait for someone to come to open it because I had to leave for my event and didn’t realize until I tried to use it that there was an issue. He continued to berate me that I need to ask before check out for any credits. I said Shonna is taking care of me and I think you need to be quiet at this point because you are not helping. He then proceeded to tell me not to get an attitude with him. I then looked at him with a straight face. He then said i don’t need to give him dirty looks. I then asked for his name. He said none of your business. I said it is my business if you work here, are being disrespectful to me, a customer. I asked Shonna what his name was. She was shaking her head the whole time knowing he was being disrespectful. She would not give me his name. I asked him again. He refused. I said that’s because I will be contacting corporate and informing them of this situation. He said go ahead. Nothing will happen.
I thanked Shonna for her help.
Any other staff I interacted with were polite and professional. The lady who was working the breakfast bar Sunday morning was doing a phenomenal job keeping everything stocked and clean. The maid who was assigned to our room, 665 on Sunday, was very courteous and provided me the towels we needed. The “gentleman,” and I use that term to be polite, he is not worthy of being called such, should be reviewed. I would question the staff to find out if he is this problematic to work with as a co-worker. He is not a kind person at all. I called the customer service number as soon as we left the hotel and filed a verbal complaint. I also took the time to write this in the survey. I really do hope someone from upper management teaches him a lesson in customer service. These were his words to me during our exchange, “to teach me a lesson so I would know better for next time.” I found this comment quite interesting because I am a teacher. There are right ways and wrong ways to teach a lesson. It isn’t my place to teach him. But it is someone in upper management’s position to teach him. I hope you do. Have a good day. I appreciate your time and attention...

Where do I begin??? Let's start with newly renovated: Please see the attached photos. If this is what you call newly renovated (as of February 2017), I shudder to think what this hotel looked like prior to the renovations. From paint peeling from the walls and ceiling in the bathrooms to barely working a/c units to dusty air vents, this hotel needs to try again with their renovations!

Next, let's talk about the cleaning staff. They do not do a very good job of cleaning as there was hair left all over the bathroom floor everyday they cleaned. Even AFTER I reported this to the front desk clerk. In addition, cleaning staff thought it was necessary to violate my privacy and rummage through zipped bags that were not in the way of "cleaning". When I spoke with the front desk about this, they said it was impossible. Even though I found long dark straight hair in a pair of pants folded at the bottom of my bag (I don't have long dark straight hair). My husband also spent a fare amount of time killing all sorts of bugs as you will see in the photos.

Now let's talk about the front desk staff. James and Monica are what's wrong with customer service staff. When they were informed about the dirty room, they shrugged it off and said that they employ great workers who clean very well (I guess it depends on who you're asking). When they were informed about someone going through my things, they responded that they didn't employ anyone with long fine hair (I saw several Hispanic women with long dark straight hair and a few African American women with long dark straight hair weave). So instead of apologizing and attempting to rectify the problem, they continued to tell me that no one went through my things and basically get over it.

I have tried to reach out to the management of this property, but because you have to go through the front desk, Pearl is NEVER available (go figure). Even after calling Choice Hotels to complain, I was connected to an offshore call center with people who do not speak English very well who offered me points to stay at another Choice Hotel (not ever happening).

This place is everything that's wrong with good customer service! Steer clear if you enjoy cleanliness and privacy.

We drove all the way from Ga to enjoy a relaxing weekend in Biloxi! Thanks for ruining my anniversary weekend!!!

Signed,

Pissed-Off...