Quality Inn & Suites Lawrence - University Area — Hotel in Lawrence

To say that this has been the worst experience of my life with a hotel would be too kind. For 9 days we have been trying to figure out what is going on with our room block and the reservations for a future stay. Last week Mon-Fri we couldn't reach anyone at the front desk. I called choice hotels and they attempted to reach out to the location twice on Wednesday and Thursday, but they couldn't reach anyone either. I was finally able to reach someone on Saturday who let me know there were no notes on who canceled the reservation and that there was nothing he could do. His lack of customer service, helpfulness and compassion were very upsetting. Since he couldn't see any of the reservations I had confirmation numbers for I asked if he rooms available he could hold until I confirmed with Choice Hotels again whether those rooms were still booked and why Quality wouldn't have been able to see them. He told me that he wouldn't be able to hold the rooms, but to call back when I finished speaking with them. I called Choice Hotels then immediately called back. I was told there were no rooms available. It honestly had been maybe 10 or 15 minutes. A friend of mine called to see what they would tell her to and he said "I have 2 rooms available." HE HAD JUST TOLD ME THAT THEY WERE SOLD OUT. I spoke with 2 supervisors at Choice Hotels that informed me they couldn't do anything and that we would need to speak with the General Manager. On Monday we, the Supervisor at Choice Hotels and I, called again only to be told that the General Manager wouldn't be back until Wednesday. At this point it had been exactly 1 week of attempting to reach someone to help us with the issue. When we talk with Choice they can confirm the rooms and reservations, but when we ask someone at the hotel about the reservations they tell us they are canceled. This has happened to 4 of us on the block. Today I called Quality Inn to talk with the General Manager about everything that has happened. My call was answered by the "Manager" of the location, a female that goes by "Front Desk". I said twice that I was calling to speak with the General Manager and was told both times that she is the manager there and wasn't sure why I would need to talk with the General Manager. I asked if she knew anything about the situation and she said "No". I started to explain and she interrupted me saying "Oh ya, I know about that. YOU canceled your reservation online." I have never canceled a reservation and this doesn't explain why Choice Hotels can see most of the reservations and state they are active but Quality Inn can't. I thought the customer service from the first gentleman on Saturday was awful, BOY WAS I WRONG! The manager of this location was VERY rude, condescending and inconsiderate. While I was trying to tell her that we've been calling for 9 days to figure this out she continued to interrupt me letting me know I was wrong. I told her that "I've worked in customer service for years and her tone, interrupting me while talking and the things she was saying are very inappropriate." She told me that the General Manager wasn't available and I could call back in 3-4 hours to reach him. I asked what her name was and she said "I don't have to disclose my name. You can call me front desk." I then asked if these calls were recorded and she responded with "Probably not. You can't record me without my permission." I wasn't recording her and didn't even think about recording her. My hope was that the call line was recorded so they could see how their "Manager" of the location treats their guests. Needless to say we will NOT be staying with Quality Inn this weekend or in the future. I am sending a formal complaint to local Quality Inns, Choice Hotels corporate offices and one to the location itself. I will also be contacting the Better Business Bureau to see what they can do. Shame on Quality...

The hotel is in dire need of renovation. The carpet in the lobby and hall ways are dirty and dingy. We rented two rooms (311 & 314) for our family as we moved our youngest into KU for her fresh man year. The minute you open the bedroom doors, you are welcomed with a musty foul odor. The carpet looks like it was never cleaned. The duvet had stains indicating it was not clean. We immediately did a thorough check of the bed to make sure there were no need bugs. We unfortunately found a dead bug in one of the beds. One person in our party had to use the bathroom, but ended up streaming and running out of the bathroom because she was attacked by flies we later discovered were fruit flies. We immediately requested a room change from 314 to 317, only to discover the fruit flies were in the room we were moved into. Room 311, the other room our party occupied decided to call the front desk but no one would picked up so one person in our party went down to the front desk to let them know we had been calling without anyone picking up but we had this issue with bed bugs. The person at the front desk said someone would be up in 5 minutes to spray the room. Thirty (30) minutes later, no one showed up and we contemplated moving to another hotel but Lawrence was full with parents moving their kids in to college so no available rooms. Finally, the franchisee showed up and sprayed the bathroom and some areas of the bedroom but to no relieve. He was then taken to the other room to spray. He said we would be comped for the rooms. Next morning while trying to check out, a lady by the name of Shay, say time manager says she was told to comp us 10% on one room and started being belligerent and argumentative. She also started mis-stating facts about having a general manager who was on vacation and we could not talk to him. THIS IS THE NEW STRATEGY BY LOW BUDGET HOTELS WHEN YOU WANT TO MAKE A COMPLAINT. THEY INSTANTLY TELL YOU THE GENERAL MANAGER IS IN VACATION AND CAN'T BE REACHED BUT THEY WOULD BE HAPPY TO COLLECT YOUR INFORMATION AND HAVE THE GM RETURN YOUR CALL UPON RETURNING FROM VACATION. First, we told her the 10% comp on one room was an insult, especially since we rented two rooms with the same problems that was observed by the franchisee. Secondly, we could not get any sleep through the night as we were serially attached by bed bugs through the night. We literally stayed up in our clothes and shoes through the night. This hotel also touts is breakfast as something special. All I can say is don't waste calories eating the continental breakfast. This is the worst hotel experience anyone of us ever had. I definitely encourage people not to stay at this hotel if you don't want to leave with an infection or...

Price is always almost double and sometimes tripled at all the hotels in Lawrence if there is anything going on. Major rip off! This hotel has outside and inside rooms-very rare to get an inside room even if you book months in advance. Rooms and/or furniture and carpet has not been updated since probably the 50's. I requested an inside room because I was traveling by myself. None available but told I would be changed if there was any cancellations. Of course that had no chance of happening and even though I knew my daughter had cancelled her room and I called immediately after to ask for the inside room. I arrived and checked into my outside room, the first thing that happened was the toilet ran over and not because it was overloaded, It flooded the toilet and shower area, then ran over onto the carpet in front of the sink. I reported it to the desk and was told it would be taken care of. There was no offer made to give me a different room. When I returned for the evening, the toilet did flush-not great but it flushed. I had to put towels down to be able to use the sink without standing on soaked carpet. The faucets in the shower didn't work well so you either got very hot or very cold. The next morning when I left, I double checked that the door was locked. When I returned that evening, my door was not even shut tight-much less locked. I cautiously entered and found my things had not been disturbed. No housekeeping had been done, but the wet towels had been picked up and replacement towels left, which is apparently when the door was left loose. The carpet was still wet in front of the sink so towels again to stand on. The replacement bathmat had a hole in it! We have stayed in this hotel several times since we've had a student at KU for the past 3 years. It's usually on the cheaper end of the ridiculous prices the hotels charge when there is anything going on. It has never been great but this time topped it all. We will not be returning here or anywhere else that is under the same umbrella. You would think that if the hotel if filled to capacity -especially at overcharged rates, some of the income might at least be used to update it beyond...