Quality Inn Loganville US Highway 78 — Hotel in Loganville

Dear Quality Inn Team,

I hope you’re doing well. I recently stayed at the Quality Inn on Highway 78 in Loganville this past Monday night and wanted to share some feedback about my experience.

I arrived around 11 PM, give or take a few minutes, and the gentleman at the front desk was incredibly kind and welcoming. Even though it was late, he greeted me warmly, got me checked in quickly, and made me feel genuinely cared for. His kindness really stood out and meant a lot.

After settling in, I went back out around 11:40 or 11:45 PM to ask if you sold toiletries like toothpaste or a toothbrush. There was a slight language barrier at first, but he did his best to understand and kindly pointed me toward a nearby gas station. When I returned, he handed me my phone. He had just called it, likely trying to return it, and we both had a lighthearted moment realizing it was, in fact, mine.

Later that night, after I had been in a deep sleep for about an hour, the hotel room phone rang. I answered, and all I heard was, “Come to the front.” Still groggy and barely awake, I threw on a hoodie, a pair of shorts, and shoes with no socks, and walked to the front desk.

I walked into complete chaos. A frustrated family was loudly confronting the front desk staff, and I was asked to confirm that I had left my phone earlier, which I had. At the same time, the family was dealing with a separate issue involving their daughters. I do not know all the details, but it seemed like there may have been a misunderstanding. I heard the staff member trying to explain something about a “mobile” being in the lobby, and I wonder if the family may have misheard that as “mother,” which could have added to the confusion.

Even if that is the case, none of this had anything to do with me. I was pulled from a deep sleep and brought into a stressful scene that I had no part in creating. As I was walking back to my room, the father yelled and called me a “savage.” It was upsetting and completely uncalled for. And after all of that, no one ever thanked me for coming down, for clarifying the situation, or for the inconvenience I went through.

I did not want to make things worse, so I returned to my room quietly. A little later, I stepped back out just to check on the front desk staff and make sure they were okay. That is when I came to the conclusion that the disagreement between the staff and the family was still ongoing. They were still talking over each other and trying to prove that they were right. At that point, I just wanted to make sure everyone was safe and then remove myself from the situation.

Unfortunately, after all that, it was hard to fall back asleep. Then in the morning, breakfast was disappointing. There were no eggs available, which was surprising. Sugar free syrup would have been a huge plus, especially for someone like me who is diabetic and has to be careful with breakfast options.

All of this was a letdown because I was seriously considering using your hotel for occasional extended stays since I often work far from home. I still want to emphasize how kind the front desk employee was. His hospitality earlier in the evening made a strong impression. I just wish the rest of the night had not turned into such a stressful situation, especially one I had no reason to be involved in and was not even acknowledged for.

I wanted to share this feedback honestly and respectfully and ask if you would consider offering a complimentary extended stay so I can give your location another try under better circumstances.

I often work on that side of town as the Communications Director for a local church, and I specialize in marketing and video production. If your team ever needs help promoting the hotel, improving visuals, or telling your story more effectively, I would be happy to offer my services or discuss a possible partnership. Just thought I would mention it in case that is ever of interest.

Thank you for your time, and please do pass along my thanks to the staff member who helped me that...

If I could leave a negative star review I absolutely would. This has been the WORST experience I have ever had. I paid a good amount of money to stay here for a couple days only to leave early because of the horrendous treatment I received as well as the unsanitary conditions of this hotel. I alerted the front desk that there were two cockroaches in my room and the front desk associate Sai asked me if I wanted them to just clean the floor where the roach was or clean the whole room. There was no concern for customer satisfaction or even cleanliness for that matter. I left the hotel for 7 hours only to come back and find the cockroaches STILL in the room. Regina the front desk associate at that time gave no apology but told me the manager would be in at 7am the following day and offered to switch our rooms. Which forced me to stay another night in order to speak to the manager. I ended up switching rooms only to come into another dirty room. Food particles on the floor, sticky residue on the floor, cigarette burns in the blankets (despite being a non smoking hotel) holes in the bathroom wall. I alerted Regina of the things I found just so I would not be charged for damages to the room and asked if there was anyway housekeeping could come in and just do a quick sweep and mop of the floor. The housekeeper Maria not only yelled at me that the room was clean but refused to come clean the room. Regina said there was nothing she could do about the room since the housekeeper is saying its clean. Her resolution was to offer me a broom to clean the room myself. Once again did not apologize, did not even attempt to make it right. I sent the hotel manager an email at 4pm to confirm that he would be coming in at 7am like Regina said and have yet to receive a response. However, I know management read the email because Regina called my room AND my cell at 9:40pm waking me up only to tell me that she doesn't remember telling me management would be in at 7am and she must have mispoke. When I asked her what time he would be coming in she said that she is not sure because he will only come in to fix lights and do maintenance work. I then asked her if she could call him back and ask him if he could be at the hotel at 8am since she is not authorized to give the refund I had requested and she said he would not be coming in and could not give me an answer as to why. Regina said that the manager would respond to my email (even though he read it earlier and has yet to respond) and that I would just have to wait because the manager would not be coming to fix the issue. So not only did I stay in a room with multiple cockroaches that did not get cleaned, my second room was also dirty and housekeeping refused to clean it, no front desk associate even attempted to make the situation right or even apologize, and I have yet to hear from management. This has been the most egregious customer service I have ever experienced and I would never stay here again. Do not waste your money!

Update to today: The manager of this establishment created a choice hotel points account with my name WITHOUT MY CONSENT OR KNOWLEDGE. And proceeded to use someone elses information. Wrong email address, home address, phone number. So his resolution to offer me points instead of a refund would not have even gone to me. Customer service specialist confirmed this for me. I will be reporting...

I chose this hotel because of the pool, and I wasn’t inform that the pool was closed before I checked in. When I inquired about a refund because I was expected to have access for physical therapy purposes I was denied a refund. Then the Roomcard machine was down, so the front deck person had to walk to my room and unlock my door. She preceded to tell me that she would be up in a hour with a room keep. I never got a room key and at 1700 when I went to ask the next shift front desk clerk for a key she gave me a hassle as if I wasn’t supposed to be in that building. I’ve called and inquired about a toothbrush and toothpaste, hours have passed and I still hadn’t received them. The customer service is at an all time low at this location. My final night, I have once again had to go and get a new card; but this time I wasn’t allowed a card until I provided ID. All 3 nights I’ve stayed I didn’t need an ID for the keycards that’s we’re not working, and the front desk clerk at 2100 Saturday 12/21 wanted my guest to provide ID as well even though she was not staying as well. The shallow walls prevented me from receiving good sleep before my flight due to the child I could hear crying majority of the night. When I called and told the front desk around 2am if she could call the room she stated that she could not. The icing on the cake was using my rooms restroom in the middle of the night and discovering an abundance of cockroaches which has now completely...