Quality Inn North Platte — Hotel in North Platte

I just had the worst experience I have ever had at any hotel in my entire life. Two nights ago, I stayed at the Quality Inn in North Platte, Nebraska.

They totally tricked me into paying an extra $250 fee that I should never have been charged. I had called ahead that morning to see if they had a room on the ground floor and to ask if they had a pet room available. I told them I had two bichons. They told me they did have a pet room available and that all the pet rooms were on the ground floor so I didn't need to worry about that. While driving I started coughing and feeling sick. I knew I had come down with something. When I checked in I didn't ask how much they were going to charge me for my dogs because I was too miserable to care. I woke up the next morning still sick and got on the road. While driving I got a phone call from the front desk. The woman on the phone told me that she was going to charge me $250 extra dollars for not declaring my dogs. I told her I DID declare my dogs. She said they had a recording of me checking in and I didn't declare my dogs. I then told her I HAD declared my dogs when I called. She said they had a recording of my phone call that evening before I got there and I didn't tell them I had dogs. She said she was the one I had talked to. I told her I was talking about when I had called that morning. She said they also had a recording of that call too and that I had asked if they had pet rooms available and that I had two dogs but she said I failed to declare the two dogs when I checked in. She also said I had signed the pet policy that said I would pay a $250 fee if I failed to declare my pets at check in. I told her that I was exhausted and sick when I arrived the night before and that it hadn't even crossed my mind to mention my pets because I had already arranged for a pet room when I called that morning. She said I was supposed to declare my pets upon check in and since I didn't, I would be charged $250. She said she was the one who checked me in and she remembered me. I don't understand why she didn't mention my pets at that time except that she was already planning to use the check in loophole. I'm not sure why but she also felt the need to mention that I was a platinum member and it didn't make any difference to her, she was still going to charge me the $250.

So that was the loophole they were using. (I didn't declare my pets at check in.) I was in shock that this could happen in America and that a reputable hotel chain like Choice Hotels would do something that despicable. The woman was incredibly rude from the moment I answered my phone because she already knew she had the legal loophole against me. She spoke in broken English and was obviously from a different country and a very different culture. A culture where they know nothing about customer service and will do anything it takes to get money out of people. She even said my being sick was irrelevant and she wouldn't bend. I was upset and angry and argued with her about it in my hoarse scratchy voice and finally hung up on her.

I called my bank and asked them not to pay the charge. I was told that unless I could prove that it was a fraudulent charge, they can't reverse it but they will work with me to prove it. After that I called the Choice Hotels customer support number. The woman on the phone told me there was nothing she could do but that she would notify the general manager at the hotel of the incident. I doubt that will do any good.

When I have traveled anywhere in the Midwest and northeast, all the Choice hotels are owned and operated by foreigners. Unfortunately, they are all rude people and I've had too many bad experiences, but this one was by far the worst. Rude people should not be in the hospitality business. This was the last straw. I will NEVER use Choice Hotels again. I don't care that I'm a platinum member. I'm done! I'm going to use my points for a free stay and then I'll find a new hotel chain for my travels...

I was incredibly appalled by the customer service I received at this Quality Inn. The customer service agent was unnecessarily rude and antagonistic, and offered no help.

I am driving across the country booked this hotel as one of my stops, but realized shortly after booking it that there was a town closer by that I could stay in instead so as not to arrive too late and be an unsafe driver on the road. I called this Quality Inn to inquire about cancellations/transfer of booking to a different Quality Inn location, and the woman implied in a number of ways that I was stupid to book this hotel and try to change it shortly after. She said she’d turned away a number of customers for my room since booking it, so she couldn’t cancel my room since it was inconvenient to her. I then told her that I booked the hotel 20 minutes prior, and it wasn’t sold out at the time so I didn’t see how she could turn so many people away in that time. She then asked if I “had really just happened to change my mind in the last 20 minutes, and happened to want to stay at a hotel that was only 2 hours away from this one?” And then scoffed. I said yes, and she said that “it wasn’t her problem that I read the location wrong on the map.” I told her my situation and said I didn’t read the location wrong, I just wanted to stop at a hotel earlier than 2 am. She told me she would see me in a few hours or I would sacrifice the payment, and then I told her I really didn’t appreciate the responses I was getting to a simple inquiry about cancellation. I asked if there was any general number for Quality Inn customer service I could call, and she replied that she was the only one I could talk to. She never apologized and then hung up.

I was just calling to ask about their policy and see if there was anything they could do, and did not expect to be treated so poorly, especially after spending so many hours on the road and just trying to be a safer driver. I ended up not staying at this hotel mostly because of how anxious the representative made me due to how inconsiderately she treated me on the phone, especially since I would be arriving so late. I called 2 days later to explain the situation and see if there was anything they could do, and they said no and did not apologize for my experience. Rather, they said that I should have just shown up to check in for my reservation, and again were pretty rude in their responses.

Can’t speak to the actual hotel environment or cleanliness, but would say that I would never book with them...

If I could leave no stars I would. First off the first desk lady was extremely rude. When I arrived to pay there was an error with the card reader and my card declined. So then I was told to try again and it worked. I then noticed I’d been charged twice and when I asked about it was told because of the error( which she basically said was my fault) the computer automatically charged it. So she kept taking my card to try and would just slam it on the desk. I stayed two nights with my wife and niece. The first morning we had the free breakfast and when I tell me my wife and I were in the bathroom all day shortly after eating it, it was horrible. It made us so sick to our stomachs, we couldn’t enjoy doing tourist stuff due to spending so much time in the bathroom. At check out I was informed it could take 2-3 business days for the extra charge to fall off. We get home a day or so later and see that one of the charges has been processed but one still shows pending so we call our bank and we’re told if they fax over a letter explaining what happened on official letter head they’d release it. So we called the hotel and very rudely my wife was informed that the hotel is under no obligation to do anything further for us and then my wife was told it could take up to 14 business days for the charge to be released. Ok fine but how about human decency when it was on error on YALLS machine. This is the worst experience I’ve ever had at a hotel and would never recommend anyone staying at this hotel. The workers are rude, the food will make you sick, the lady that does breakfast constant looks like she has an attitude and it’s just an overall bad experience. Stay here at...