Quality Inn & Suites Matteson near I-57 — Hotel in Rich Township

DISCRIMINATION AGAINST PERSONS WITH DISABILITIES!! DENIED SERVICE DUE TO ESA DOG!!

Let me start off with I stayed here before with my ESA dogs and never had a problem. Security deposit was always returned.

I made a reservation to stay at this hotel for two nights which would be October 20 through October 22 through the Choice app. I included in the special message section I’ve stayed here before I would like the same room. I listed the room number and this was due to me bringing my VERY WELL BEHAVED, VERY WELL TRAINED, FULLY VETTED, ESA DOG WHO HAS STAYED HERE WITH ME BEFORE. On Oct 19th I called the hotel directly and spoke TO “JR” to clarify they had my reservation there would be no issues. I was bringing my dog and I wanted a certain room. JR Remembered me and said that “would not be a problem. Thank you for coming back.” Well when I arrived at the hotel on October 20 the man at the front desk, (slender man early to mid 30s, Indian decent) was having an intense discussion with another female coworker in the back office. He still seemed very frazzled when I handed him my drivers license, the credit card I booked the reservation with, my $150 deposit, and my dog’s ESA card. He looked at the ESA Card and said well we can’t take this. It has a different name on it.” and wanted to charge me the additional $25 a night fee for my ESA dog. I explained to him that was my last name before I got married and I would be glad to pull it up on their website (we lived in NC and this was compliance in NC) which would still say active due to me verifying his shot record yearly and would indicate my current last name. He’s turned to me and stated “ I can’t rent a room you’re on the do not rent list.” WHAT??? I asked him when did this occurred? Due to what factor was I placed on this “list.” And I want to see this “list”. Since not only was I able to make the reservation online, but even verified it with your manager yesterday who is more than glad to have me back. He just repeated the same “do-not rent list… I can’t rent you a room.” I left in discuss.

I would suggest for this location they would hire individuals that are Customer Service friendly do not discriminate are aware of and comply with ADA guidelines in a public facility

Keep in mind this is a dog friendly hotel. Quality Inn has now also created a potential case of “Slander” since he verbally stated “I was on the do not read list” which would indicate “I” had done an act which was against policy illegal, etc. which was his “reason” for not renting me a room. This is completely false and that’s why it would fall under slander. In addition this is also a “breach of contract” since I had a reservation at this hotel for these two nights. This was a nonrefundable non-negotiable reservation, non changeable reservation that I would have been fully billed for if I would’ve attempted to cancel my reservation at check-in on the day of. Also, since I had to get a hotel elsewhere, which is costing me close to $100 a day to commute back-and-forth to work in addition to a higher nightly rate at a different hotel. Choice hotels did accommodate me with 16,000 points which does not even cover one night stay at a choice hotel but nowhere nears covers the financial loss I have occurred due to this breach.

There is now a charge filed with the Illinois Department for Human Rights.

Choice Hotel or Quality Inn Matteson can feel free to reach me with a resolution. Until then I will be filing a complaint with any every agency that would cover this situation and inform any and everyone that would ever think of booking a reservation with a hotel.

SAVE YOURSELF THE HEADACHE FIND ANOTHER HOTEL DO NOT SUPPORT A BUSINESS THAT WILL NOT...

Worst experience wirh Customer Service EVER in a hotel!!!! I have been staying at Choice related hotels lately especially since my sister is an employee of the chain. During my stays I have held as well as paid for the rooms with my Rush card. I paid for my room for two consecutive days from the 26th to the 28th...with my Rush Card and on the 28th we wanted to stay an additional day, the front clerk at time then told us that they don't accept Rush Card... I informed the front resprentative Kim that I had already purchased rooms before on the card including the two days prior... And she basically told me that it wasn't supposed to happen like that so If we wanted to stay an additional day then I would have to pay cash now plus an additional hundred dollars. We complied and paid the hundred dollars although it was an inconvenience for my boyfriend to have to now leave the hotel to walk in the cold to an atm to extend our stay. I'm a choice member so I immediately call them to mediate the situation and to help me to understand why was my card acceptable in previous stays but not now all of a sudden...It took a total of 3 calls including one to corporate to get my complaints and issues of inconvenience across and during this process Choice called the hotel each time to try to come to a resolution. The district manger was involved in the last call and his attitude was HORRIBLE!! He expressed his disgust toward choice immediately saying that he is tired of choice harassing his employees and If we had a problem with their establishment we could leave and he doesn't care. It was not my definition of customer service at all!! Especially since he said what he had to say and hung up without even giving me or the choice representative any time to comment. Then after being told that we were no longer welcome at the hotel (reasoning being from Kim) is that the district manager decided it because choice "harassed" them the day before. I guess customer issues handled by choice is harrassment in there eyes. With that being said.. I would not recommend this place to anyone based on the fact that they are not sympathetic nor remorseful toward mistakes caused by establishment. Kim had the attitude like "Oh well.. It's not my problem.. I'm not the one that made the mistake"... Instead of having the attitude of a customer service professional and accommodating us for our issues of inconvenience. One of her last responses to me at check out was "Why should we accommodate anything?? Your stay was great!" ....Oh!! so now we have hotel employees telling customers about how their own experience was??! Unbelievable!!! I will never stay at Quality Inn in Matteson again or any other one If that's how they treat customers with concerns. I am totally disgusted and fell disrespected by the...

Let me start by saying I'm a fan of the Choice Hotel brands and generally will not hesitate to stay at one of their properties unless there is a LOT of negative reviews outnumbering the positive ones. As retirees that love to travel my wife and I now have the time to travel more and as the one who plans those travels I write and read a lot of reviews. Two things during our visit were significant enough for me to mention and keep me from giving this property 4 stars. First - the food. My wife wanted to buy a bottled water from the vending machine so I went down with her and while there purchased a candy bar. After one bite I realized it had to have been about a year beyond its expiration date and just threw it away. The next morning I went down for the continental breakfast. The juice tasted like water but even worse I decided to get a cup of coffee and when I went to open the small french vanilla cream cup it was so old that it had turned solid. After opening two more with the same results I just gave up. But the real reason for this 1-star rating instead of 4-star is Kim at the Front Desk. My family members from several states booked several rooms here while attending a funeral for a dear Aunt. When I went to the business office to check in to my return flight back to Atlanta there was no where on the format on the screen to put in the code that Kim had told me to use. She didn't want to get out of her chair and walk the 25 feet to assist me but after telling her several times the format she was telling about wasn't coming up she reluctantly came over, saw that what I told her was in fact accurate and after several clicks was able to bring the format up. She almost made me feel guilty for asking her assistance. But that's not even our familie's worst encounter with her. My brother from Michigan also came down to check-in online and started his car remotely so that it would be warm for our 85 year old Mother. When it became time for us to load into our cars to meet at the family house and proceed to the church he couldn't find his key fob. He called the hotel and explained to Kim(I listened to the call) that it must be either at the front counter or at the computer he used. She just looked at the front counter in front of her and said it wasn't there. When we drove back to the hotel it was right at the computer desk where he left it. He said to Kim "It was right here at the computer desk." She briefly stopped a conversation she was having with another worker and said "you said look at the front counter" then turned away and resumed her...