Quality Inn & Suites Gorham Riverside — Hotel in Gorham

Absolute worst customer service I’ve ever had! I booked 6 months in advance through a third party but prior to booking I called quality inn number with questions in regards to not having an option to accommodate a 5 person family. They assured me it would be ok just to book and call the front desk of this location to inform them we were a family of 5 (2 adults 3 children) and request a rollaway bed. I did as such and gave my confirmation number. Fast forward 6 months later I called the day before leaving and informed the location our flight had changed and we wouldn’t be in until the late morning and asked if it could be ready with the roll in bed the front desk lady said it’d be an extra $30 a night naturally I was stunned as this was not disclosed to me 6 months ago when I paid in full. The next day before boarding the plane I again called to ensure the bed was ready. She said it was already in the room and then asked the ages of the kids my oldest is 17. She said it’d be another extra 30 a night on top of the $30 a night for the extra bed for my 17 year old. So now we’re at an extra $60 a night for an extended period of 6 days. I couldn’t believe this and explained this was not discussed when I contacted the local location nor the main number for the company. The lady put me on hold them came back saying the rooms were not suitable for 5 people as it was a fire hazard but they’d do it for $500 per night!! At this point I’m crazy upset and in panic. I reached out to a family member in the area (because it’s my hometown) and they said they’d let my oldest child stay at their home so we could stay at four people in the room. I told them to just keep the rollaway in there we would pay for it (I was tired of fighting) and figured I’d let my other children have separate bed .She kept emphasizing that I would have to pay the extra $500 plus the extra $60 a night if they saw my 17yr old daughter sleep there I said ok that’s fine she’s sleeping at a family members house. Because of this I asked if it was ok for other my child to at least visit us in the hotel during the day. They denied that request saying we could have no visitors at any hour. During this back and forth I tried to stay as calm as possible. I was at the airport so of course I wouldn’t yell or cuss but I did let them know I was very upset about this situation but to just keep the reservation and hung up. Two minutes later they called back this time it was a different lady speaking to me telling me to cancel my reservation now in a harsh tone. I then contacted the town and county motor inn they were happy to accommodate and the price was the same as what I was supposed to originally pay at this place. Save yourself the trouble and just book at the town and country the people are lovely and it’s a wonderful family owned establishment . Not only did quality inn try up charging me constantly they were also extremely rude and unprofessional in their tone to me. Luckily i booked through a third party and was awarded my refund...

It's gone downhill considerably from when it was the Royalty Inn. There are only two people that continue to work at Quality Inn today that worked at Royalty and they are Paula and Kathy. They are wonderful, kind, professional people. Now here's everything myself and family noticed during our recent stay including changes: Terrible continental breakfast for the cost of one night stay. You get charged extra if more than one person is staying in a room even if the room has 2 beds and are never told this on the phone when making reservations. In the bathroom in my room, the floor tiles were cracked and coming off every time you stepped on them. If you need any maintenance done in your room that happens during your stay, don't expect anyone to show up that day. If you do have a situation in your room that causes the need to move to another room and put you and your family or friends through inconveniences, don't expect to get reimbursed for those inconveniences at the onset of the issue or even offered some sort of something for the troubles. You need to literally get angry and express your frustrations to the point that you can't understand why the person in front of you isn't helping you and wanting to show that they care about what your issue is. The bottom line is, whoever owns Quality Inn in Gorham now is in it for the money and that's all they care about. My family and I, that have stayed at the Royalty Inn for years, have stayed at the Quality Inn in Gorham for a few times in the past will never return again. Totally disgusted with the service given to me by this one person at the hotel that claimed she wasn't the owner, she claimed didn't know who the owner was when I asked for the owner's name and number, claimed she didn't know how to get in touch with the owner, and I caught her in repeated lies. She never once apologized for her awful service or for what she put me and my family through. I fought very hard for what was owned to me and that was one night's reimbursement and not to be charged for the two additional people in my room (again I was never told this on the phone when making my reservations), my room had two queen beds, three of us fit comfortably. I will be checking my credit card statement today. If I wasn't given the credits to my visa that I was told would be given to me, I will be calling and fighting for what I...

After arriving back home in Maine and being forced to travel into New Hampshire (family crisis and friends not being the friends they claimed to be) my children and I found ourselves in a horrible position. No place to stay, funds depleted and very much alone. TRI county community services stepped in to help us (Thank you Bonnie!) and were able to put us up here at the Quality Inn. From the moment we arrived, we were greeted with warmth and acceptance. Peg at the front desk is the sweetest girl, professional and welcoming. As were Dora and Brenda! Miss Lu, one of the MANY (and all of) friendly housekeepers always checked in on us, not just to see if we needed towels and such, but really truly cares to ask how we were holding up. Not one time in our 17 days did ANYONE treat us any differently for being there by way of public assistance. We felt like Choice platinum members for our entire stay. They not only made us feel safe and welcomed, but they gave us the biggest room with 2 king beds for me and my weary children. The beds were very comfortable, the service was impeccable and most importantly, our hearts and worries, soothed. The coffee was fresh and hot all day and night any little thing I needed, they provided. My son got a small toy at dollar general (a 2 minute walk from the motel) and I didn't realize it needed batteries, he was going to have to wait until I had a few extra dollars again to get them, but the front desk stepped up and gave them to him 💙 The beautiful indoor pool and hot tub are kept remarkably maintained and provided hours of entertainment for my kids while we figured out our situation and lives. I cannot thank every single employee enough for their kindness and support through our rough patch. It will never be forgotten and when we're able to come back on family vacation, it's the ONLY place we will stay. Thank you all at Quality Inn for what you...