Quality Inn & Suites Metropolis I-24 — Hotel in Metropolis

We were deceived staying at this “quality” inn. Our family reserved 5 rooms for our family Christmas last night. Before and after our reservations we called to ensure the pool was open for the six kids in our party. That was the entire reason we stayed here. Between that and the “deluxe” continental breakfast. I called 12 hours before arriving and they claimed the pool was open. We get here and it’s closed. They said the water was ice cold. I do not believe it was normal and then Ice cold within 12 hours. The continental breakfast has no bread for toast or muffins of any kind. The orange juice machine was broken. Our rooms looked terrible. Our tv didn’t work. The toilet seat wasn’t secure and slid around. My sister in law is a choice reward member and was denied her room 40 minutes before check in and so she had to pay an extra $25 to get into the room 30 minutes early when she’s supposed to be able to check in an hour early. I requested a handicapped room for my father who is wheelchair bound and blind and when I got here it was no longer available. The employee that checked us in had a major attitude and had my sister in law in tears when she couldn’t check in 40 minutes early after an all day drive with an autistic child. I cannot believe this place charges a “resort fee.” We had twelve people in five rooms and all of us had problems. We are so disappointed and the kids were heartbroken. The employee at the desk this morning was saying oh lord they have left such a mess oh lord. The waffle maker handle came off and some waffle batter went onto the counter and she was making a huge deal about it blaming us. It’s not our fault the handle on the waffle maker just fell off. She made us so uncomfortable we had to leave the area. I told her the orange juice tasted like water and she said they must’ve watered it down too much but didn’t fix it! I’m not just disappointed, I’m angry at the customer service and deception! We made the worst decision possible reserving five rooms here for our family Christmas! The rooms are dirty and dusty and need repairs....

FRAUD ALERT! We called to make a reservation over the phone and the first thing I asked was: “do you have any pet friendly rooms?” I was told “yes” and after asking about the pet policy was told that there is a $100 deposit if you pay cash and no deposit if you pay for rooms with a card. We arrive to the hotel 20 minutes later, give our card, get our keys AND THEN are told that only service animals are allowed at the hotel (by the same person I spoke to on the phone. I replied that less than half hour ago I was told pets WERE allowed and they replied “yes. Pets that are service animals are allowed.” Pets are NOT service animals! There was literally a sign on the glass by the front desk that stated that. Also, it would be a violation of the Federal Americans with Disabilities Act for them to make owners pay a pet “deposit”, so nothing about this seemed legit. It was 11pm and I was annoyed but tired so I explained that we couldn’t stay there and asked for a refund and was told the manager would refund me in the morning. I refused to leave without a refund and they wrote a phone number on a post it note and said I could call the manager in the morning (btw I read another review on here where another guest wrote that they was told the same thing and, even after many calls, never got refunded.) I demanded to be refunded now and they said only the manager could do that and they weren’t on site. It got to the point where I said I was going to call the police and finally, after some calls on their end they finally said we had been given a refund. I checked our bank account to verify and it showed that we were charged for 4 rooms - not 2. They denied charging us for two and printed out receipts showing refunds for 2 rooms (I guess they could do refunds after all). We’re calling our credit card company tomorrow to ensure no fraudulent...

Definitely needs to be updated. Decent for a one-night stay, though. A bit musty and old in some parts. Our sheer curtains were ripped up when we went to close them and there were old drinks left in our fridge, probably from the last guests. So, the fridge was probably not checked during cleaning. The bathroom was a bit old and falling apart. The bedspread was also a bit rough and worn-out. I will note, while we were there they actually had painters there painting rooms and possibly hallways on the first floor. While I'm glad for that, as soon as we entered the hotel, fumes were present and it was a little off-putting. But, improvements were being made. We were on the second floor so maybe they hadn't started painting there yet.

The hotel itself was a bit dark and eerily quiet when we first checked in and we were hoping our family made the right decision to stay here passing through, booking last-minute. It was a bit awkward having only one elevator alllll the way down one end of the hotel building. The opposite side was much closer to the entrance, though only had stairs. Weird building design honestly. Again, for a one-night stay, it was fine for sleeping and a shower. It did fill up with more guests when we returned from dinner out, so we felt better about the stay and the company there.

Breakfast was just OK, probably still under basic setup from covid cautions/protocols. One weird thing I did notice there; they had instant oatmeal packets on their counter, but no microwave present. That type of product needs a microwave to cook it.. so that was a...