Quality Inn & Suites Grants - I-40 — Hotel in Grants

We booked this room and an additional building/apartment with 4 bedrooms for a wedding (I was the bride). Checking in to this room was fine, but the other 4 rooms reservations totally “disappeared.” Even though it was reserved in person in October for a one night stay in December 21, we called back for a double check the reservation and got received an emailed confirmation as well. On Dec 20 when my mother in law and a couple others went to check in (the room was in her name) they were told there was no reservation on record and they already had guests in the rooms. It would have been reasonable if we were offered 4 rooms in place of the other 4, but we were expected to pay for 2 additional rooms costing over $200 additional. I think some discount was offered but not a satisfactory amount considering the situation. We had multiple parties driving up and no place to stay, and we provided a printed copy of the reservation. This was clearly a hotel mistake and the manager not only refused to make up for it, she also had a cavalier and condescending attitude towards my mother and law. When we told her that we would report the experience and take business anywhere else rather than pay that hotel, she said she didn’t care and that corporate wouldn’t care either if we reported it. I work in customer service for a large corporation and I am appalled at her attitude. My mother in law was understandably upset and shouldnt have had to ask for the hotel manager to fix the situation. We later learned that the owner operated most of the hotels in town and suspect that’s why she didn’t care. We also suspect that there is a group that frequently rents that apartment for several nights in a row and that this was not a mistake. They would have rather had the other people’s business. Now that’s not right when we had a reservation but AT LEAST provide us with an equivalent or BETTER. Despite all this, I kept my room because I needed a place as the bride and if I had canceled would have had a partial or zero refund. Going to the front desk was awkward and I wasn’t sure if the person at the desk recognized that I was with that party but she seemed to have an unwelcoming smirk. I may have imagined that due to the situation.

The room was fine. It was clean though people above us were loud till about midnight. We forgot to turn on the heater and the noticed that the beds had inadequate covers. They were very thin and not the typical warm quilts I’d expect. We turned on the heat and then called the front desk for additional blankets. It was annoying that there were no extras in the room, but I assumed it might have to do with theft. They same front desk lady showed up to our room in a fairly prompt fashion but she said she could only find one blanket (we had asked for two). That blanket was old with holes in it, and the other substitute was a mattress cover. That helped us stay warmer but really, how do they not have decent blankets at least by request?

I did not enjoy the booking experience because I was transferred after my call to speak to someone offering me a package for trying out some new hotels. I realize this is a review of my hotel experience but the very skillful, pleasant, and too helpful persistent agent that tried to get me to buy $200 or $300 of some “special” offer to try new hotel locations was irritating and seems a little unprofessional of the hotel chain to offer. I just wanted to share that opinion if it helps you because I deliberately tried to call the local location to speak to someone there to avoid anything like that and did not appreciate it. I am not a fan of this experience at all though again it was clean and comfortable, it was a bit old and the major complaints 1 & 2 make it not worth the value.

Thank you for sending the survey so I can explain my experience. You can definitely contact me if there is anything that can be done for us. We especially hope that the hotel manager gets an attitude adjustment and doesn’t do that to anyone else...

Also forgot to add; the Wifi was excellent, I stream on my Xbox at hotels because I hate commercials. However, once a day, it would kick me off after 2AM and I would have to go thru that whole process again of disconnecting, entering password, reconnecting. OVERALL; The very best stay I've had in a hotel in a very long time. The bed and pillows were AMAZING, I want to order tha exact same set for my home lol. I was out like a light and didn't want to get up lol...10 or 12 hours later...they could definitely improve the breakfast, but your standard items are there. Waffle maker was on the fritz, but there was other options. The pool and spa were a welcome surprise, since most hotels and apartment buildings in New Mexico are now closing all of their pools and spas. Allen provided top notch service, coming from one Choice Hotels employee to another. The morning female staff and housekeeper are also very nice and don't hesitate at any question or concern you may have or anything you need. They also don't charge a deposit, just a hold so you can still have your hard earned money on your vacation. They accommodated my service dog as well, no charge. The Sunday morning male staff in the black polo shirt and black hat was banging on my door 30 minutes til check out. I was trying to catch a few z's before hitting tha interstate and was trying to calm my dog down. There was a D.N.D. sign clearly in the key slot of my door. Please retrain him on proper practices regarding D.N.D. signs, especially when I already called down at 9AM and verified for a noon c/o. For some reason, my room smelled like a skunk at times. May have been a skunk outside, I had the HVAC running my entire stay. Below are some pictures. This hotel DEFINITELY EXCEEDS Choice Hotel Corporate Standards. The few things I brought up are tha reason behind tha 4 stars. There's also a railroad and interstate half a mile away and you don't hear a thing! Extra points for that. Ice machine always worked. Also an exercise room with standard cardio equipment and dumbbells. Thanks...

Beware....this property has NO ELEVATOR and no where was this mentioned online when I was selecting a room. To my surprise when I arrived, the front desk staff named Alan said that I would have to go up a flight of stairs as there has never been an elevator here and there were no first floor rooms available.

Upon arriving in room 423, the toilet was found with the lid up and clogged. I went to use the room phone to call the front desk and the phone didn't work. After calling the front desk on my cell phone, Alan answered and I told him we just got to our room and the toilet is clogged. He said he could bring me a plunger. What? You're going to bring me a plunger so I can fix your toilet. I don't think so. He said there was no maintenance on duty so my only other option would be to change rooms. How inconvenient as we had just got settled in the 1st room. Alan said he would bring us a new key. After waiting more than 10 minutes and already being very late, I called the front desk again and this time a girl answered. I asked her what was going on as Alan said he was bringing me a new key. She said he had left and she would figure out what's going on. A few minutes later she appeared at our room with a new key.

Once inside the new room, we found a very outdated bathroom with an old, very low toilet and the deadbolt lock on the door was misaligned so therefore could not be used.

The breakfast is really just toast, cereal and waffles. Only 1 waffle maker so long line if you wanted that.

Quality inn really has gone downhill. Absolutely nothing Quality about this hotel. Don't recommend and I won't ever stay here again. No elevator really needs to be disclosed, especially if 1st floor rooms are unavailable, when the reservation is being made as anyone with mobility difficulties would not have been...