Quality Inn & Suites Ft. Jackson Maingate — Hotel in Columbia

Upon checking into our room we discovered it had a musty smell and appeared to be extremely run down. We were very tired from our 14 hour drive so we decided to go ahead and stay at the hotel anyway. At about 6 AM I felt something crawling on me in bed I waved my arms and flung the covers to get off what was on me. We were obviously up for the day at this point. We checked the room to see if we could find what was crawling on us. After about 30 minutes of looking around we discovered a cockroach in our room. We took pictures of it and then disposed of the bug. We immediately got dressed and went to the front desk. I explained our situation to Hannah (the front desk manager) and she brushed me off saying it was only a water bug and not to be concerned. Having lived in SC before I know what a water bug and a Palmetto bug looks like and this was neither. She said she could do nothing for us that the general manager would have to take care of it and said he would be in at 10 and he would call us. We never received a phone call that day. Upon returning to the hotel we stopped at the front desk again and this time spoke with Collena who was very polite and helpful she explained to us the the general manager had already left for the day ans would not be returning till 10 AM the following day. Collena also said it appears he was not notified of our situation. She put a note on our reservation for home to call us. At 10 AM the next day we went to the front desk to check out and I asked Hannah for the general manager she pointed to a guy and walked away. The general manager, DP Patel, asked what the problem was and I explained the situation about the cockroach and showed him the pictures. He said oh that's nothing to worry about it's just a water bug. I explained I have lived in SC before and that was not a water bug it was a cockroach. He said well what do you want me to do?? I explained that I was voicing a concern about the cleanliness of the hotel. He said the only thing he could do would be to take $10 off the cost of our stay. At this point I still had not received an apology for finding a cockroach in our room. I further voiced my opinion and said that he could take $20 off our stay but still no apology. I continued to explain my concern about finding a cockroach and he said what would you like me to do? What would it take for you not to call Choice Privileges about this? I said that I was going to call them and explain what had happened so future guests will not encounter this problem. He said well then there's nothing I can do for you and walked away from me. At this point I left the hotel and called Choice Privileges to explain what had happened. They were extremely helpful and apologetic. I was also ensured that they would be calling the hotel to speak with them on this matter. When all was said and done a week later the hotel itself had done nothing to rectify this situation, not even an apology. It was Choice Privileges who apologized to us and assured us they would be taking care of...

Before I get started I want to say the night auditor was a nice guy but this literally couldn’t be any worse. Driving from key west to Ohio, very long drive, me and my family needed two rooms. We get in the guy tries putting us close together. Half of our group went to the room. He gives me the cards for our room #205, and as we carry our over night bags one of the family members kills a roach in the dang room with the tv remote. It gets worse because we found 3 more roaches in the room to which i went down and explained to the guy what happened. He gives me a different room #209 , and before I even told the family I personally went to check it so we didn’t need to carry our stuff back out of the car. Upon inspecting this room guess what I found, the tv and ac didn’t work in this unit and deciding we would just suffer through it is when I saw more roaches crawling around the bathroom and one giant one on the curtains crawling up!!! At this point I am on the phone with surrounding hotels because we needed double queen rooms, and I told our other family if there isn’t anything wrong with your room stay and get the sleep that they needed cause we were on the road literally all day long. I come down to the front desk, and I tell the other family member who had pictures of the roaches to come with me. We waited patiently since he was helping another guest to which I should of told them to go some where else unless they wanted to take roaches with them but I held my tongue. We show the night auditor the pictures of the roaches he expresses how sorry he is. This gets way worse. He tells me he refunded me and out in the car I talk with the family and the family up in the room. We decided to drive the rest of the way home since the other hotels weren’t options. Yesterday as in Sunday around 1 o clock I get an email from my bank asking about fraud stuff with an updated statement of charges. This hotel freaking charged me 3 times!!!! They literally charged me 3 times!!! I immediately open up my banking app, I see the charges, and only two credits back. They still charged me one additional time and never refunded it!!! Furious at this point I start frantically looking for the refund paper at this point so I can call and the lady that answer was so damn rude about it. Only person who can refund anything is the general manager who wasn’t there. Said there was no way there was any mistakes and I got billed for a room I used. After asking for a supervisor or something since it wasn’t that late into the day the lady hangs up on me. I call today this morning, and here we go again. Manager isn’t there and no one can look into it besides the manager. So here is day two of them not giving me my money back after all the rooms had freaking roaches. Do not...

The mishandling of a unique guest circumstance. We checked in to rooms 103 and 104 on Friday evening, August 9. My daughters were getting ready for bed shortly after 9:00 p.m., after having traveled nearly 600 miles by automobile on Friday. One of my twin daughters stated that she saw a kitten run under the vanity in the bathroom area in room 104. We could not locate the cat, but when I tapped on the vanity I could hear it hissing. When I notified the front desk, the lady politely called the maintenance person on duty. What ensued was frustrating at best... We were told that we had to vacate the room so that the kitten could be recovered and it might involve taking the sink apart. I appealed to the maintenance person that my daughters were exhausted and had already gotten in to bed. He very rudely challenged me that the beds had not even been turned down yet, which was totally inaccurate and inappropriate. We were told repeatedly that we had no choice but to move, which as a paying guest, I really did not appreciate. The more I was told that we had to move, the more determined I was not to do so. When the maintenance person informed that his boss insisted that we had to move, I requested to speak with his boss personally. Fortunately the lady in the front office got the hotel manager on the telephone, who was very professional and apologetic with me, even offering another room complimentary. I thanked the hotel manager and told him that I would simply move my daughters into room 103 with me, and he was kind enough to cancel our reservation on room 104 with no charge. I spent 17 years as general manager of two of the finest resorts on St. Pete Beach, FL, and understand the importance of accommodating each guests needs. I cannot recall a time when our personnel ever told a guest what they HAD to do, in no uncertain terms. This was an especially challenging circumstance given that my twin daughters are special needs adults, were extremely tired, and did not understand why we were being demanded to vacate our accommodation. Thank you...