Quality Inn & Suites Malvern — Hotel in Malvern

On May 8 - 10th my wife and i had a reservation to stay at the quality inn in Malvern, AK.||Upon our arrival, with my service dog, went to check in and the desk clerk told us that they do not allow dogs.||I explained that he is a service dog.||She said he is not wearing a vest||I told her "i beg your pardon he most certainly is", as my 100lb. white lab backed away from the counter wearing a black vest with the words on it "Service Dog" and his federal tags||She said, "oh i didn't see that".||And then she requested his paperwork||I explained to her that under the law i do not have to show the paperwork on my dog (anyone who owns a service dog would know the laws and their rights, which I carry with me a long with my dog's entire portfolio which consists of his federal service dog registration, training records, medical records of shots, my medical records, etc. just in case of an emergency).||Her reply was "I don't have to give you a room."||My reply was "I can call my lawyer".||But not to put her under the stress of what she claims the manager tells her to do||I showed her his ID card which proves my dog is a federally registered service dog, and she thanked me.||Only because i gave her his id card, we were granted our room; if I had been denied a room I could have filed a lawsuit for discrimination, but that is mentally and physically too exhausting.||We checked out on May 10th and got to our next destination 3 hours away.||I was looking at my credit card statement and there was a charge for $30 fee from the Quality Inn.||I placed a phone call to the hotel to be told that they were charging me for vacuuming the room due to the dog hair on the floor.||Please note that the carpet in the room was black with orange squares and my dog is a pure white lab. If he happened to be a black lab, no hair would be visible.||However, we spent a total of 2 nights there without housekeeping. ||Under the "Americans' with Disabilities Act" ADA, the law says:||You cannot be charged for pet dander or hair.||||My question is, do they not have to vacuum the floor when a guest leaves? ||Apparently, this Choice Hotel franchise owner was not going to remove this fee from my credit card, and to this day is still pending dispute.||So the first call I made was to Choice Hotel Corporate office as Diamond members, my wife and I and service dog stay over 50 nights a year in hotels.||When I spoke to a supervisor, he said that he was going to make the hotel owner understand that he cannot charge a guest with a registered service dog a fee to vacuum the hotel room; it is not policy and it is illegal.||After speaking to the corporate office, I then placed a phone call to the ADA of Arkansas, who was appalled at what I was telling them and in return wrote a letter to the Quality Inn in Malvern, AK addressing this issue.||||I am in the process of filing a complaint against the Quality Inn of Malvern, AK with the Justice Dept. of AK.||||No disabled veteran or physically or mentally disabled person should have to endure this treatment.||||Please review the following attachments from my credit card for the $30 fee and the Americans' with Disabilities Act notice.||||Sun||Apr 10,||2022||Merchant name is||QUALITY INN &SUITES AR||Merchant category is||PROCESSING||Amount is||$30.00||running balance is Pending activity Opens modal dialog||||||Quality Inn ||||2320 Leopard Lane ||||Malvern, AR 72104 |||| To Whom It May Concern, |||| Disability Rights Arkansas (DRA) received a complaint from an individual with a disability stating he was charged an additional $30.00 because there was dog hair on the carpet. I have attached a fact sheet on service animals from the U.S. Department of Justice (DOJ), which states the following: ||||“Neither a deposit nor a surcharge may be imposed on an individual with a disability as a condition to allowing a service animal to accompany the individual with a disability, even if deposits are routinely required for pets. However, a public accommodation may charge its customers with disabilities if a service animal causes damage so long as it is the regular practice of the entity to charge non-disabled customers for the same types of damages. For example, a hotel can charge a guest with a disability for the cost of repairing or cleaning furniture damaged by a service animal if it is the hotel's policy to charge when non-disabled guests cause such damage.” |||| As stated above, if you do not charge a $30.00 vacuum fee for all individuals who rent a room, you may not charge an individual with a disability/service dog this fee. Discriminating against an individual with a disability based on his or her need for a service animal is a violation of the Americans with Disabilities Act. ||||I am sure that it is important to you that all your customers feel valued and respected. Please educate yourself and your staff on the law regarding service animals. We at DRA welcome any efforts you can make toward this goal. The attached DOJ fact sheet should answer any additional questions you might have. ||||I appreciate your time and prompt action regarding this matter. ||||Regards, |||| /s/Christy Furqueron ||||Advocate||||Christy||||Advocate||||400 West Capitol Avenue, Suite 1200||||Little Rock, AR 72201||||Direct: 501.492.5761||||Toll Free: 800.482.1174||||Fax:...

Holy cow where do I start. We were in a bind. Our family van was having issues on our way to Texas (Saturday) and we had to stay here until Monday until we could get in to the Honda dealership on Monday. The original lady that helped us in the middle of the night was phenomenal, she made a room for us even though they were full due to 4th of July travelers. We were thankful we were greeted so kindly. That was where it ended. -- We were walked in on 3 times by the housekeeping manager. Having them knock on doors before checkout time (she walked in on us 2 hours before checkout time 2 days in a row. (The prior day she said we didnt have the room reserved and questioned me while my children were in the room sleeping. I told her we booked an additional day because my husband was at Honda that day. (We did it the prior evening and everything was good.) She called the front desk and confirmed. What?! Why was i bothered and walked in on? Questioned that our card was declining. I'm sorry, housekeeping doesn't need to involve themselves with that, and in the hallway? We had our debit card turned off until checkout because they kept trying to take out random amounts we didnt discuss. When we were checking out of the room, she came in to the room again (I locked it this time while I used the restroom before I walked out of the room because she had already came in that morning at 9, so I knew she wanted us gone). Let me note: my family is quiet and respectful, we swam, played family games in our room, and slept... but she made us we feel unwelcomed.) She kept insinuating we were going to run out without paying. I told her when I walked out of the room, 'you can finally have the room!' she so greatly wanted and she said, 'your card declined.' I said, 'yes, my husband is taking care of this now, we have it turned off until we check out because we wanted to verify y'all had the correct charge'. (We already had $250+ charged for 2 days and they were trying to pull another $160+, which we only stayed one extra day, so it would've only be $85 plus tax, so we turned off the card. It was rude and condescending. Come to find out, shes the housekeeping manager and shes rude to everyone, I guess to paying customers as well. The sheets and pillows were thin and worn, which is gross if you think too long about it. The pull out bed was all springs, I had to use 3 of our own blankets to make it sleep able for my teenager. We had one bath towel. One roll of toilet paper. Every corner of the room had a build up of nasty dirt and gunk. It felt humid and everything smelled moldy. Couch was old and very 'used' (yuck). Toilet seat was broken, the water pressure was horrible, to name a few. Overall it was a place to sleep.

Some positives: -Location -Outdoor pool was nice, it really was! -The very first staff member we worked with, a sweet white girl, I wish I got her name, and a couple of the regular housekeeping staff -Quiet overall

(A note to Trusha, the (middle eastern ?ethnicity) housekeeping manager, you need some people skills. You are rude, condescending, and until your hotel is updated and not feeling like a wet, moldy, outdated, unclean college dorm, then you have no right questioning a customer and making them feel unwelcomed, unless they have given you, without a reasonable doubt, a reason they are going to run out without paying, especially when we had already paid the days we had stayed.)

90% of every other front desk receptionist weren't fun to work with, they acted like they didnt care, they were rude to my kids when they were playing Uno in the lobby around 7-8pm (this was an older lady working this evening and she talked to my kids like they were an inconvenience and annoying to her, completely disrespectful to my very respectful kids just playing a card game and I will never be okay with people treating my children like naughty toddlers.

Good luck not feeling dirty when you leave. In more ways than one....

I don't know where to even begin. As I checked in the rates had changed from the online booking I had made, some 73.00. I paid it. I was given a list of rules, the most important was NO SMOKING, as it was a no smoking room. The room they sent me to was occupied. I opened the door and there was a man in bed, and a man in a chair smoking pot, the room was full of smoke and awful smelling. The man of course screamed at me, and literally chased me out, I was already trying to back out of the room as fast as I could. I went downstairs to confront the front desk, they claimed " it happens ", and that smoking pot was legal in Malvern Arkansas. I asked for a room as far away from the pot smell that filled the halls as possible. The entire 3rd floor hall smelled of smoke, cigarette and pot. I was put at the other end of the hall in a room that smelled like mildew, the room looked like it had not had housekeeping in a long while. ( Thankfully I carry my own Lysol spray ). The tub was dirty, the towels were not hung up but put under the sink, the fridge was warm, but hey the microwave worked. When I went to lock the door, you could visibly see that the door had dropped and it had to be lifted slightly to be locked by the handle. The inside upper security lock was malfunctioning, and so tight it had to be forced shut and opened. The room key quit working after 24 hours and I had to have them fix that. Breakfast, if you want to believe it was real, was awful. The attendant watched what everyone was getting on their plates, and was not happy to have to be there, and she by the way was the one who said " it happens , and told me that smoking pot was legal in Malvern. Pool was dirty, with foilage and debris If I hadn't already spent the money on this room I would have walked away but they don't refund and cancel reservations. I do not...