Quality Inn Kenly I-95 — Hotel in Kenly

This review is simply a warning to fellow travelers. The incident described below has fortunately been resolved by CHOICE Hotels Corporate Customer Service, who handled my concerns professionally and promptly. If you’ve had a poor experience at this hotel, I strongly encourage you to contact CHOICE Corporate directly at (888) 770-6800. They were helpful, thorough, and ensured my concerns were addressed. It’s important that complaints against this Quality Inn in Kenley, NC location are documented with CHOICE Corporate, as this hotel suffers from poor management and a deeply unprofessional property manager.||||**||My mother and I booked a 2-night stay, checking in on a Friday evening. The front desk attendant was courteous, and check-in was smooth but the positives ended there.||||Later that evening, we discovered the shower had not been cleaned. There were empty soap wrappers and pubic hair in the tub. Since it was very late and there was no housekeeping staff available and only one lone young girl working , we waited until morning to report it.||||The next morning, my mother requested housekeeping at the front desk. The attendant, Brenda, said she would inform the property manager, Mary Beth Mattero, but provided no solution. I followed up personally before leaving the hotel for the day to elaborate on why we were requesting housekeeping because apparently the property does not provide daily housekeeping.||||I then spoke directly by phone with Mary Beth Mattero around 8:15 a.m. since we had left the hotel for the day . She promised to return my call in 10 minutes but never followed up. Strangely, she asked multiple times if we had left the property and how far away we were. It felt evasive and odd. After more than 90 minutes with no update, we decided to check out and began travel back to the hotel because we simply didn’t feel safe staying there between the dirty bathroom, odd questions and poor customer service .||||While en route back to the hotel and more than an hour and a half later , Mary Beth Mattero finally returned my call, not to offer assistance, but to state we needed to vacate the room before 11 a.m. or risk being charged. When we arrived back around 10:30am, we found our room keys had already been manually deactivated by the property manager.||||After checking out , I contacted Choice Hotels corporate customer service to ensure no extra charges or cancellation fees could be authorized by the hotel since we checked out a day early . During that call I learned that the property manager, Mary Beth Mattero , had falsely documented in the reservation notes that we were “rude” during our interactions and that she had asked us to leave. This was a complete fabrication. At no point were we disrespectful .||||As a property manager , Mary Beth Mattero is responsible for overseeing housekeeping and ensuring the hotel meets basic operational standards . Her lack of accountability and professionalism is alarming. Not only was the bathroom not cleaned, but rather than addressing the issue, she falsely documented in the reservation notes that my mother and I were rude when conveying our concerns .||||Security cameras at the front desk can easily verify that at no point were we rude, raised our voices, or acted inappropriately. Her attempt to deflect responsibility by fabricating a narrative about guests is both dishonest and unethical & it reflects poorly on the integrity of this property’s leadership. As a business owner myself, I know how important it is to be aware of how employees represent the brand. If someone on my team behaved this way, I’d want to know so I could address it through retraining or, if necessary, termination.||||CHOICE Hotels Corporate Customer Service thoroughly reviewed the documentation I submitted, compensated me for the first night, and ensured I received a full refund for the second. I also confirmed directly with CHOICE that no video footage was ever submitted by the hotel—nor do they even have the proper channels in place to receive such footage. Additionally, CHOICE explained that franchised properties can write whatever they wish into reservation notes without any corporate oversight.||||My honest review of this hotel has been met with continued deflection and dishonesty by the property manager, Mary Beth Mattero. A quick glance at other negative reviews reveals a clear pattern of deflection , dishonesty & blame-shifting and lack of accountability by Ms. Mattero. Fortunately, CHOICE Corporate made their decision based on the facts and supporting evidence I provided—not on fabricated notes.||||Attempts by Ms. Mattero to continue to misrepresent the situation are pointless, as CHOICE Corporate has already resolved the matter in my favor. This review serves solely as a warning to others: Do...

As a traveler, I've stayed in my share of hotels typically Hilton as I am a Diamond member. Last night 6/6/2023, due to some major unexpected home repair we had to evacuate for the evening and with the school bus and transportation etc we had to stay as close to home as possible so Quality Inn it was. I had previously requested to see the rooms during a storm that had potential to keep our lights out for hours and upon first glance, for those circumstances, it would due. I was reluctantly allowed to view the rooms, as I was redirected to he 100 grade on the wall. I stated I would like to view the room please and was eventually allowed.

Fast forward, to last night's stay. Upon walking in I immediately saw holes in the exterior covers, yes COVERS, plural! Each of the beds had covers with holes in all of the linen. After taking the covers back to Lysol I noticed holes in both fitted and flat sheets. These were cleary cigarette burns. I took one flat sheet off and took to the front desk where I was told she couldn't touch it, understandably so, but she looked on the camera at the laundry room to inform me she didn't have any more. I said ok and as I prepared to leave she remembered she had unfolded clean laundry in the cart that she gave me one fitted sheet.

Upon return to the room when it was time to SHOWER we might as well have ran a tub FULL of water as the water was standing and would not drain. After a long day of work outside and in the garden the amount of dirt left behind due to standing water was despicable. Thankfully the kids had showered before leaving bc I would NOT have allowed them to shower after me.

The white kleenex test told us everything we needed to know to indicate we'd NEVER stay at this establishment again. I'm aware beggars can't be choosers but it was unsanitary to say the least and since prices have clearly gone up from what we were quoted about a month ago new linen could at least be purchased to replace ALL the holes ones.

Staff was nice the best thing about the stay both day and...

My husband and I are truck drivers, and our truck was in the shop at one of the truck stops in the area. Once we arrived at the hotel, a grumpy, heavyset woman informed us that our $100 deposit would be kept if we destroyed their room.

She proceeded to tell us the grossest thing: Someone had wiped themselves with one of their face cloth instead of toilet paper before they left. TMI 🤮—we didn't need to hear that.

She's the reason the service gets one star from me. Instead of checking us in with a smile and telling us where our room was, we were scolded like children (maybe it's because I look so young for my age). Mind you, my husband and I are middle-aged adults, not unruly 20-somethings, and we're Choice Rewards members. 🤦🏾‍♀️

We had to catch an Uber to this place. It was only 2 miles away, but the Uber cost $20—this is a very expensive area. They did provide breakfast in the morning, but there was ZERO protein like bacon and eggs. I considered their breakfast 🥞 "Continental Plus."

Overall, the woman who provided us with the initial contact by telling us not to destroy the room is the real reason for the 1-star rating. She doesn't need to scold guest especially mature men and women about the room.

We have stayed in hundreds of rooms across the country over the years and have never lost a deposit because we destroyed the room. We are responsible guests and expect to be...