Quality Inn Palm Bay - Melbourne I-95 — Hotel in Palm Bay

I booked this Quality Inn hotel Through American Express travel but I'd never expect treatment like this from any hotel. I've also used the choice brand for many years but usually stay with Comfort Suites and now I know why. It really is that you get what you pay for when it comes to this place. I traveled all night with no sleep and got into town around 9 am. Check in time is 3 pm so I called first thing in the morning to see about an early check in and was told that there will be no early check ins because they were sold out last night. That was my first clue but unfortunately I made the reservation after the cancellation time. When I got into town I was dropped off because the car was needed elsewhere. I already knew there would be no early check ins so I walked into the hotel hoping to leave my heavy bag there while I wasted time eating breakfast and shopping for a few things. When it started to rain and I was walking I went into the hotel to ask if they minded if I sit in the hotel lobby and was told by the employee there that I could only stay a few minutes (second clue). Even though I thought that was weird I said okay and asked about an early check in if I was to pay extra I was told that she would have to check with her manager. So I stayed a few minutes then I got up and walked around a little more killing time at Starbucks and so on. At this point I am sitting at a table falling asleep. I was so exhausted and I decided to walk back over to the hotel a little over an hour before check in time. I sat in the lobby briefly when I was confronted by the manager and told that I wasn't able to check in until 3 pm sharp! I said that I was aware of that and I was promptly asked to leave because I was not allowed to use the hotel lobby that I've already booked and paid for two nights. When I responded that I've never seen such an unaccommodating hotel before in my life I was then confronted with "Oh well I will just cancel your reservation all except for a one night penalty" and my bag being tossed up on the counter so that I could leave. I felt like I was a bum off the streets being kicked out for loitering or something. I then apologized to the rudest hotel manager that I've ever encountered just to keep the peace but I was actually fuming inside and way too tired to argue with this so called manager and walked outside and called my Amex travel cancelation line to get this taken care of. The person that helped me called and was told the same exact thing! So rather than staying in a hotel that I completely despised, I ate the one night penalty and went right across the street to the Hampton Inn and was greeted with a welcoming staff that allowed me to sit in their lobby while I was still on the phone making a reservation for this hotel and canceling the other one. Asked for an early check and was granted that right away with no problems whatsoever. Now this hotel is $40 more per night so what I paid for originally with reward points has now cost me almost $400 and an extra $170 that I'll never see again. Now that is not a way to treat any human being let alone a paying customer. Quality Inn most likely the whole Choice brand has seen the last of me! I am now a loyal Hilton Honors member on my way to earn free nights and being treated like the loyal valuable customer that I am. Thank you Hampton Inn. After reading the response from "the owner" of the hotel I'd like to add that your response is all lies! I asked about hanging out by the pool or getting into a room early if I pay extra but was told by the employee that her manager was in a meeting and she didn't know, she never got back to me or offered me the option to stay by the pool. I never cancelled the reservation until around 2:30 when I was kicked out of the hotel lobby by the manager! The fact that you are saying that I was nasty and started calling names is a blatant lie. I'd like you to show me that on video! I was very nice until I was kicked out and then all I said was that this was the most unaccommodating hotel I've ever seen was said...

I had a disappointing experience at this hotel and would not recommend it. Firstly, I was unaware that it was pet-friendly, and unfortunately, I was kept awake by the constant barking of dogs early in the morning. Additionally, I felt uncomfortable knowing that pets may sleep in the same beds as guests. While I understand that some guests may allow pets in their rooms, this is something I hadn’t anticipated. Unfortunately, it was late, and this was the only available option nearby.

However, the one positive aspect was the gentleman at the front desk, Sam, who provided excellent customer service. The next morning, I had a subpar breakfast before leaving to return to my town. Upon arriving home, I realized I had left my iPhone charger plugged into the lamp in my hotel room. I immediately called the hotel to inquire about retrieving it, only to be met with an unhelpful response from a bully employee named Melannie. She was rude and dismissive, telling me that nothing could be done about it and to “forget about the charger" that it was not in lost and found. I suggested that the cleaning staff should have noticed the charger and turned it in to the front desk, especially considering it was an expensive 12" long cable iPhone Apple charger. When I followed up with the manager, Susan, another one indifferent and terrible at her job and with customer service, she promised to call me back within 24 hours, but I never received a follow-up of course. Overall, I would much prefer to stay at a lower-rated hotel with HONEST staff, rather than one where I feel like my concerns are disregarded and guests' personal property is not treated with respect. Taking guests' belongings is simply unacceptable and goes against basic principles of good customer service.

**To begin with, I acknowledge that I was unaware the hotel is pet-friendly, which is my oversight. I do not have a pet, but I was still assigned a room on the first floor.

Additionally, I would like to clarify a misunderstanding regarding my charger. It seems you are confused and did not understand my message above, I did not misplace the charger; rather, I plugged it into the USB connector on the lamp in my room. When I left, I unfortunately forgot to unplug it. Considering the number of similar connectors you likely have in the hotel, I am curious as to why my charger, which is a longer cable, was not available.

Lastly, I would like to address your recent response, as it seems you are attempting to defend yourself without fully understanding the situation. I respectfully encourage you to treat customers with greater respect and care...

EDITED at the bottom in response to the owner.

I'm not sure how this has a 4.2 star. Although it was very convenient in location to where I needed to be, our stay there was anything but quality. I am not one to leave bad reviews, this one is my first. I usually just don't say anything if I don't have something good to say but I felt like my concerns were overlooked and not addressed by staff while checking out. We were on the 2nd floor and the room would take my breath each time we walked into it. After being there a bit it would fade somewhat but it always had an odor again the next time we returned to our room. The last night I was awakened around 3 am by pounding against the wall from the room next door. It was over and over and over again. I finally got up to see what was going on outside my door and found that the room next door had flooded and they were using equipment to get the water up. I know things happen and I didn't fault them for doing what they needed to do but I was disturbed and had a hard time going back to sleep as it took a couple hours before it got quiet again. It was brought up the next morning as we were checking out but nothing was done to make it right as far as a small discount or anything. I would not go back. The odor was the worse concern. I would think a quality hotel would compensate someone that didn't get "Quality" service. It would have made the difference in considering a return visit. But the odor? That one is beyond me what it was. I've never experienced it before.

Added to respond to owner.

I agree that I did do my review past a year of staying there and the reason was because I am coming to FL again soon and was looking for a place and your's came up in the search and I saw the reviews and it brought back my stay there. I am pretty sure it was the month of November of '23 when we were there and there was flooding. If you notice, I said in my original post that I am not one to say bad about something normally but it was a genuine concern of mine mostly about the smell. You are also right and as I said in the original review, things happen so I didn't ask for an apology concerning what needed to be done. My concern was that it was brought up to whomever at the front desk when we checked out and nothing was said to make us want to come back. I am not looking for a free handout or anything but to have been compensated for the inconvenience would have told me that you cared enough to...