Quality Inn & Suites Palatka Riverfront — Hotel in Palatka

I had a bad experience with this hotels management staff. I left my cloths from the day before in the bathroom with money in the pocket. I called the next day and asked the hotel if they had them. The clerk initially said yes, but I replied "how do you know I have not even given you my name?". The clerk then asked for the name and room.

He then said "no, I do not have them".

I said "How do you know you have not even looked?"

I asked if he could check and he said no! He stated "If they were left in the room I would have them". The fact was that was our room was changed because the door lock did not work and I could not even be certain if he knew which room we were in.

I told him that was not acceptable, I wanted my clothes back and requested to speak to the manager. He told me the manager was not there but he would call me. He never called. I called again the next day asking for the manager. The manager answered, I asked him why he did not call me and he replied

"I never got your message".

He promised to look into the matter and call me back. He never called.

I called again two days later and inquired once again about my clothes and he told me my items were not there.

I assured him "I am absolutely certain those items were in the room and wanted to come pick them up". After a disappointing conversation he agreed to have his housekeeper look into it and call me back.

Over one week after my stay at the hotel the housekeeper called me and stated my items were not there. I assured her that she was not correct. She said "there is nothing I can do."

I then called Quality Inn customer service help line. They were very helpful on the phone and assured me they could help. I was to let them contact the hotel and let the hotel resolve the matter without further corporate intervention, if not, they would take care of the problem themselves. I said that sounds great.

No one called. No one emailed. I am getting used to that from the Quality Inn by now.

I called again and was promised someone would respond. After I received an email, I responded with a complete a account of my situation.

One month after my stay at the Quality Inn this their OFFICIAL response:

"Dear Bob

I was disappointed to hear that your stay at Quality Inn & Suites Riverfront did not live up to your expectations. Thank you for sharing your experience with us.

Although I understand your dissatisfaction, I must defer to the hotel's response as the final solution to your issue. Choice Hotels properties are independently owned and operated, and their management team establishes policies that their staff must follow. We must abide by their decision as well.

I am truly sorry you had a frustrating experience with a Choice branded property, but I hope you will give us another chance next time you are in need of a place to stay.

Sincerely,

Paula

Your Customer Care Advocate

Guest Relations Department"

I think this is the longest review I have ever written and the most disappointed I have ever been with any hotel. Paula, if you read this, I am never staying at a...

Upon arriving to the hotel on Sunday, April 24, I was told that they had no first floor rooms. I had reserved a first floor room because my husband had a bad knee and couldn't walk up stairs, however, they gave our room to someone else, so we stumbled up to a second floor room (no elevators). We checked out on Monday and was to check-in again on Wednesday. I took the time to talk to the assistant manager to be sure that we would have a first floor room when we returned. However, upon checking in on Wednesday afternoon, we were again told that they had given our reserved first floor room to someone else. In order to try to satisfy us, they gave us a Handicap room (104). The room was really old and as I took my shower that evening, the water leaked all over the bathroom and into the bedroom area on to the carpet. We also had some things on the floor that got really wet and they were still wet when we arrived home on Saturday. I called the office right away and they told me they didn't have any maintenance persons available, but they would bring over some towels so WE could mop up the water. The person on duty that night was really nice and apologized many times. I told her that we needed another room for the next night and she said she would be sure that we would get one on the first floor. The next morning, I went down to the front desk and told the assistant manager (Marianne Horner) about what had happened with the leaky shower, and she said and I quote: "Well, thats what it is suppose to do. And that I must have taken too long a shower." I was so upset but was trying to stay calm, but I again insisted that we have our room changed before we returned that afternoon. Miss Horner said that she would make sure we were moved for sure and said that she would take care of it herself. Well, finally, we did get another first floor room that afternoon and all was finally good. We will NEVER stay at this hotel ever again in the future...and the Choice Hotels owners need to take care of the problems that arose with us so NO one else will have to have these things...

The photos on the web site sure make it look nice, and to be honest the location on the river is nice, but that is were it ends. I started not feeling well while I was there, a friend suggested I check the Air Condition filters, I did, they were filthy, clearly had no been cleaned in years, then there were the bugs covering the bathroom vanity & desk, I was there for work so using the desk was necessary. I was told they had housekeeping every day, I would have been fine with every couple of days, but as it turned out I had no housekeeping for 8 days, and even when I asked and was told that they would clean it that day, nobody came. Had to ask again the next day before anyone came.|But all of the above issues pale in comparison to the billing. I was there on a work rate of $98 per night. According to the manager there was a "glitch" and I was being charged $999.00, and although the manager knew this she choose not to tell me and I found out with a credit alert from Experian. Not the best customer service, she told me it was not their fault and that she corrected it. She did not think I should worry about it, easy for her to say, she is not responsible for my credit card bill, nor does she return this mess of a receipt into her company expense reports. She also mentioned that this must be hard for people who live paycheck to paycheck to deal with? What the heck? What was she implying there? I'm on a business trip and just want a proper receipt and all of the sudden she is making a judgement about me because I don't enjoy being charged $999.00 a night!? Good grief. My advice is go across the Hampton Inn or down the street to the Best Western, but stay far, far away from...