Quality Inn Castleton — Hotel in Indianapolis

This property shows significant potential, yet our stay was cut short due to unresolved policy discrepancies.

Upon arrival and checking in with our pet, the room was paid for and keys received. It was only then, after payment, that I was provided with a half-sheet of paper detailing pet rules that significantly differed from what was communicated during the online registration process. Specifically, the new rules stated pets could not be left unattended in the room, and mandatory daily housekeeping was required with the pet removed from the room.

Given an immediate dinner engagement, we were unable to address this discrepancy at check-in. Upon our return around 8:20 PM, my wife's attempt to discuss the policy issue was met with the information that it would need to be addressed by the manager, who was expected on-site around 10 AM the following day.

The next morning, after 10 AM, I approached the front desk only to be told there was no confirmation of the manager's presence. I was directed to email the general manager's public email address. I inquired if the desk clerk could relay my desire to discuss a resolution, particularly since these policies were not disclosed prior to my arrival and payment. I was informed that email was the only non-emergency communication method available to the hotel staff to reach the manager. I sent my email at 10:43 AM. I check shortly after Noon, confirmed neither the desk clerk nor I had received a response. I clearly communicated that the policy discrepancy would determine whether we would continue our stay. It was at this point I was informed we had passed the late check-out eligibility window and would be charged for an additional night if we departed immediately.

By 8 PM that evening, there was still no communication from the manager to the front desk or to me. Consequently, I escalated the issue to the Choice Customer Service elite line. We checked out a day early, having received no communication from the manager.

Despite this issue, the property itself demonstrates many positive attributes. A new roof was being installed during our visit, and the hotel appeared clean with what seemed to be new carpet and paint throughout. Lighting was bright, and our room was clean and well-serviced. We observed the pool being cleaned and some leaky air conditioners in the dining area being replaced upon our departure. The breakfast offerings were notably superior to most Quality Inns, including scrambled eggs, biscuits and gravy, a variety of breads, juices, coffee, tea, and a waffle maker. These ongoing upgrades and evident care suggest this property has the potential to become truly...

If we could give this hotel zero stars, we would. For the first time EVER, we checked in and out of a hotel in ten minutes, refusing to stay and demanding a refund......and we travel a lot and stay in a lot of different hotels.

So here was our experience tonight. I booked this hotel through Choice rewards. I have never had a bad experience through them, and usually go through their site or expedia. I always check over the reviews and comments. This hotel got 4 stars. How? I have no idea.

Firstly, they charge a $50 fee to your credit card.....which they say is refunded in 3-5 days if there is no damage to your room. This in itself is a bit unusual. Most places put a hold amount on your card and release it. But we have never been to Indiana, so we thought maybe that is the protocol here. Not a big deal, we always take pictures as soon as we arrive of the room condition if it looks like we could be charged for something pre-existing. I am sharing the pictures we took within a minute of entering our room. There were stains on the furniture, things spilled and caked on the power strip, and food pushed behind and under the furniture. The rugs had clearly not been vacuumed in quite some time and the bathroom appeared to have been wiped and not cleaned. The sheets had dirt on them. At was disgusting.

We called the front desk and asked that the girl come and look at the room. Instead, she offered another one. We went to the front and she took us to a new room. It was much the same as the first. Instead of apologizing or trying to fix the problem, she stated she told the management that the vacuuming was not good. And she took use to another room. And another room. They were all soiled with food and other debris on the rugs....the last one even had dog food on the rug right inside the door. We had enough and demanded a refund.

The desk girl had to call the manager to get permission to refund the room. She told him, right in front of me, that we didn't like the room and that she showed us 3 more and we didn't like them. I loudly stated that she needed to be honest and tell the manager the rooms are filthy. She still said, no, we didn't like the rooms to the manager. I said louder that they were disgusting. She issues the refund for the room but told me it would be 3-5 days for the $50 incidental fee.....????

So disgusted with the staff and the rooms. Hello, this is the covid age and your barely clean your rooms???? We don't know how this hotel even passes health code. ...

Do not recommend! I'm a Choice Member and I've never been treated so badly, just at check in, as I did here. Just wanted to check into my already paid for room. Just wanted a place to sleep and bathe, that's all. Just for the guy at the desk to tell me that he cancelled our reservation.

In response to the owner's reply:

The attitude came from the frustration that your front desk clerk couldn't comprehend a simple question of "what is the latest time I can check in on this reservation", all he wanted to say was "I sorry ma'am, $50 to check in". I understood that part but I needed to know how long I had to get the $50 deposit so I could check in. I tried to explain that all I wanted to do was sleep and bathe. Out of 32 nights at 6 different Quality Inn's, I've never had to pay a deposit and being homeless in a car with a family of 3, we have never ran into any issues and have always left on good standings but thank you for attempting to back track to make your hotel look good via internet instead of accepting the constructive criticism and mistake of your clerk who would not allow me to speak to the manager or anyone else but him even though he had admitted to another guest that it was his first night working there.

The rudeness came after coming back to the hotel and having enough to cover the deposit for the already paid for room with a confirmation number and being told that he had already cancelled our non-fundable reservation via his end and he wanted us to pay more money to book another reservation through him. Sounds kind of sketchy, wouldn't you agree? We unfortunately are not privileged enough to have extra money hanging around to just up and book another room and losing money we had already spent on a room to begin with. Again, just wanted to get the room we paid for in order for my small family of 3 to shower and sleep. If we have been allowed to check in peacefully like we have been at the other 6 Quality Inn's, then there would have been no issues to have erupted.

So please tell me again how you're justifying the confusion and lack of comprehension of your clerk with simple questions in regards to the...