Quality Inn & Suites Galveston - Beachfront — Hotel in Galveston

This stay at Quality Inn and Suites in Galveston was unexceptable. I have stayed here at least two other times in the past, and that was a nice experience. This two night stay during the week of Wednesday 07/31/2024 - Friday 08/02/2024 was just terrible. I arrived about 4:45 p.m. to check into my room for a short stay with two ten year old children, on a little trip before school starts back. The check in desk had two people ahead of me. One customer was having a problem with her booking. It was a large loud problem that required more than just the counter clerks attention. A hotel personal came from the back to attempt to defuse the issue. Next customer stepped forward, her complaint was her room had not been cleaned. I observed some linens being passed off to her. She sighed in frustration, and walked away with the linens. Yay... now my turn!!! I'm in a hurry to get these kids up to our room for the next two nights, and get our car unloaded. I give the clerk my information, she hands my key cards and a parking permit to me (tells me to put this in my car dash), and this tiny piece of paper about 1/8 the size of an index card. All of this simultaneously, as she says just sign this anywhere, and behind you is where the continental breakfast is served between 7-10, coffee and water free 24 hours, here is the wifi password, and your room is on the 3rd floor elevator is behind you. I said, Okay great where is the pool, and what are the hours? The clerk says, 10 to 10, and on the ground floor out back. So I thank her and go. Once I get the kids, and the cart loaded down I now hear the problem the lady was having with her booking has gotten much louder, with no resolution in sight. We wait for the one elevator to arrive. Up we go to the room. Inside room looks nothing like my other visits from the past, or even like the recent photos shown on the booking app. It smells wet. The cabinet door that has a small refrigerator inside, is hanging down broken. I start to unload some cold foods from our ice chest when I notice the refrigerator is not working either. So I decide to just call and ask for another room close by. When I pick up the phone I realize, you can't hear for the static on the line.The phone doesn't work! So I tell the kids, hold on, let me run down. I go to the one and only elevator and wait, and wait, and wait. Like 8 to 10 minutes. Others are there too. I say I know it is working we just came up, others say "aww it is just slow it takes a long time"! I arrive at desk, I tell the clerk the door is broken and so is the refrigerator. I'd like another room close by. She says that is fine and moves me to another room close by. I go to elevator when it opens it is full of people who are not getting off on the 1st floor, so I head down the hall to the stairs. Go up to 3rd floor feeling a bit exhausted, hopefully things will be better now. I get the kids and the cart and go to the nearby second room. The door was not broken the refrigerator still did not work. I left items in the ice chest. Kids get into bathing suits and (we take stairs) to avoidthe elevator, down to the (murky water) pool. They swim they have fun we head up to shower, and go to dinner. Bathroom floor is more than dirty!!! I just put both hand towels down there. Next day we are gone all day come back about 4:30 - 5 p.m. and our room is just like we left it, beds not made, towels on floor. So I think we got lost in the shuffle. I pick up the phone to call desk and can not hear anything but static. Phone doesn't work!!! So I go to the elevator, and I time it. It opened twice at my floor but it was completely full so eleven minutes before I can go down. Someone is ahead of me at the desk. The customer is requesting another room, her bedding has food in it, she said. They hand her some folded linens. I tell the clerk our room was overlooked and did not get cleaned. A new clerk now says, did you request it to be cleaned the day before? I said no, how would I know that I need to do that? I've never had to do that before. She said ma'am I didn't make the rules I just work here. Then she says, what is your room number? I thought after she is done scolding me, she was going to send someone up. But no, I was wrong! She pulls this tiny piece of paper about 1/8 the size of an index card out and she says, I'm assuming this is your signature right??? Then she tells me it says right there, "if you want housekeeping you must request the day before". Now I feel as if I am begging that we may have some fresh clean towels and cloths. I will fix up the beds myself. I hope I'm not bothering you too much. Up the stairs because one elevator is not adequate for the building size. Very unexceptable there is more that I haven't even mentioned the way they talk to their guest, the breakfast was less than. The whole experience was unsatisfactory. I will never stay with them in Galveston again. Poor business ethics, lack of customer care, Nothing hospitable about this place. Book and stay somewhere that you are treated like they want you there. Not at this place that makes you feel like you putting them out by spending your...

For context our room was located on the 4th floor. Upon arrival our desk staff experience was very friendly. The lobby area & food area was nice looking. We were checked in smoothly. The hotel was fully booked and the staff person was very busy but friendly. We dropped our bags and left the hotel for dinner. Upon returning we got ready for bed & I went to use the bathroom and found curly body hairs on the toilet seat. We had not used the bathroom since arriving. I took some toilet paper & brushed it into the toilet & tried to flush the toilet BUT the toilet did not flush. I removed the lid on the toilet tank & found there was no way in the tank. I checked the water valve from the wall & it was on so I reached into the toilet tank & pushed on the water/float mechanism and water immediately began filling the tank. I put the lid back on and flushed the toilet and immediately noticed that again the tank was not re-filling. I then took the tank lid off & placed it on the counter as clearly in order to make the toilet flush we would need to fiddle with the water/float mechanism in the tank after every flush. I advised my wife of my experience & showed her how to use the water/float mechanism in the toilet. She had been out on the balcony of our room upon our arrival and so I went to check out the view even though it was dark. Upon coming back into the room I found that the door to our balcony did not lock by the handle or the deadbolt. I then went to the main door to our room from the hallway and that deadbolt also would not lock. I secured the door as best as I could and started to get ready for bed. Sitting at the foot of the bed I noticed something approximately an inch long and a quarter inch wide and curved so I poked at it with my shoe and quickly realized it was a human toenail. Knowing the hotel was full and after driving 6 hours to get there I opted to try to scoot this disgusting nail under the bed & not tell my wife until the morning. So, overall the following issues in no particular order of concern: Curly body hairs visible on toilet seat Human toenail on floor at foot of bed Balcony door does not lock in any way. Main door to room deadbolt does not lock Toilet will not flush without manual intervention. We presented our concerns to the desk staff the next morning at checkout and she immediately began stating she didn’t know what was happening with the toilets in the hotel but she indicated they have had numerous complaints. She then presented our bill and said she took $50 off of the bill for our troubles. She was the only person on duty at that time and there were at least a half dozen people waiting to check out behind us so we didn’t press the issue further. This is a very very poor reflection on the Quality/Choice brand and we felt we needed to share this experience with...

If I could give negative stars I would.

The room was just okay. The issue I have is our USB ports were broken which we had plugs that worked thankfully so we could still charge what we needed to. I did let the hotel staff know that was damaged and they apologized. We only had two towels on arrival & three guest. I called the front desk to request more towels in the first morning, they told me housekeeping was on their way up. I waited an HOUR and called back to the front desk and they said they would try to find housekeeping to get the towels to us. A little over an hour was enough wasted on our very short two night/one full day trip. The biggest issue is our mini fridge was not cooling at all. We bought sandwich stuff for the kids to try to conserve (trips are expensive and few and far between for us). I told the front desk at 8am our first day and they said maintenance would be up. I called at 11, 2, 6, and finally I went down to the front desk and asked what was going on. The employee said the maintenance man said we had too many items in the fridge which was why it was not cooling. The items in the fridge were 2 lunch meat packs, a package of sandwich cheese and 3 waters.. I told him that was unacceptable & his response was well that’s the issue and sorry. No offer to change rooms, no offer to repair the fridge, nothing. My key cards locked up and left me stranded outside at night with the kids TWICE, and every time we came back to the hotel and room they would be locked up and I would have to go back around to the front to have them reactivated. The first time the employee said it may have been too close to my phone and cause the card to deactivate. I kept my key cards separated from my phone EVERY time after he informed me during the first incident that could be an issue. This was EASILY the worst hotel stay I have ever experienced in my life. We only made the trip after a loss in the family to give the kids a break after funeral planning. I was highly disappointed and warn anyone who intends to stay here to keep your expectations low, don’t count on service, a fridge, towels, or on bringing any food items...