Quality Inn Rutland - Killington — Hotel in Rutland City

On January 17th, I made a reservation here for (2) nights directly through their website. The reservation was for 9/10-12, due to my spouse & my commitment to running a race in Killington on 9/11. We also made equestrian & spa reservations for 9/12. I booked our stay with a pre-pay, non-cancellable rate, & my debit card was immediately charged.

On 9/5, and again on 9/9, I received emails reminding us of our upcoming stay. On 9/10, we departed after work toward Vermont (a 5.5 hour drive) and arrived at our destination just before 11:00 PM.

As we walked through the door, the desk clerk immediately told us there was “no vacancy.” I responded that we weren’t looking for a room, but had already reserved and paid for two nights. He appeared panicked and said he had to make a call.

Eventually, the desk clerk called me over and handed me his cell phone, which said “Cristy” on the screen. The woman on the line introduced herself as a manager, and curtly said she was sorry, but there was no vacancy at the hotel. I asked her how that could be as there had been no cancellation on either of our ends, and they still had my payment for the stay. She said “I’m sorry, this should’ve been canceled 2 months ago, I’ll issue a refund now. Please allow 5-10 business days.” She also admitted that there were no vacancies at any Choice Hotels within the area, but I should “look at other options.” My spouse was looking…there was no availability anywhere within a 60 mile radius. I told the manager, “I don’t know this area, Cristy. There is no availability or vacancy anywhere. What should I do?” She responded, “I don’t know what to tell you…we are housing the homeless right now. You’re more than welcome to stay with one of them!” I was in shock. Why would this hotel house the homeless, but use language like “one of them” in a condescending manner. I handed the clerk back his cell phone, and my spouse and I went out to our car to try and figure out alternative lodging & financial options.

We talked with a Hilton agent, who was empathetic to our plight, but also had no availability within 1.5 hours. Every private motel, AirBNB, and B&B was either closed for the evening, or past the cutoff for accepting reservations. By midnight, I was exhausted and discouraged. We contemplated driving home. Finally, a Marriott representative found us a single room a little over 90 min. away in Lake George, NY (back in the direction we’d come from), and it would cost me $378 for the night. I had no choice. We departed Vermont and arrived there after 1:30 AM. I cancelled our race back in VT for the morning, as well as our other reservations, & lost several deposits.

5 days later (9/16), I called the hotel when I still had not received my “refund,” to check on the status & ask for an explanation for what happened. I explained how a simple cancellation on their end would have saved me a lot of money & time, instead of waiting for when I arrived to tell me they were now housing the homeless & couldn’t accommodate me. I was swiftly dismissed. Cristy told me neither she nor the owner had even looked at it. She said he would be back in the country the following week and I could call back then. I tried calling three more during the time frame she gave and no one would return my calls. I didn’t receive the refund for reservation until October 5, 2022 (EIGHTEEN business days from when this hotel sent us away.) When I tried calling again (several times) Cristy asked me to send the receipt from the Marriott, but I have never heard back from her or the owner. I have been ghosted. I am blown away by the lack of professionalism, customer service, and discrimination/demeaning behavior toward the homeless.

Stay far away...

On 8/12/16 Despite finding the room rate to be double of what was listed on the internet I was impressed with how well the hotel lobby and grounds looked so I decided to stay here. I checked in early afternoon and was given a keycard to room 103. After shopping and sightseeing we went to our room around 5:15 only to find a disgusting mess. The bathroom had a filthy mess on debris all over the tub and floor and was not fit for any human use. After talking with the front desk staff we were given room 111. The room looked ok so I accepted it. After going out to dinner we returned to our room to escape the 90 degree temps and high humidity and brought in our luggage and THEN !!! We would discover. (1) The AC was loud and only worked partway through the night (2) Some of the television channels had no sound . (3) With the outside door shut, locked and deadbolted we could still see outside between the casing and the door itself. (4) The three drawers in the cabinate the TV sat on were broken and would not even open with out falling apart. (5) People in the room above us could be heard walking around with there floors creaking and bumping. (6) We had to hold the handle down on the toilet before a flush could be completed. (7) After a little cleaning with some wet wipes we purchased we thought the bathroom was ok to use so I took a shower only to find the water temperature getting cooler. About an hour later my wife went to take a shower and it ran out of hot water for her. (Not good for a 5 to 10 minute shower). THAT is when I decided to share my experience at the Rutland Quality Inn with other potential victims. (8) Good points......The staff was courteous and there was very little highway traffic noise and it was conveniently located for shopping and dining. (9)...

This is a pretty unique place. We had a first floor room which had a door to the hotel hallway inside the building and it also had an outside door with a deadbolt which allowed us to park the car outside our room and take the things inside without having to go through the hallway etc. Too bad there was no way to lock the door from the outside. If you use the door, you must deadbolt it from within your room and then leave through the other door which leads to the hallway inside the hotel.

Our room had a king size bed that was pretty comfortable and included 4 pillows. We had a flat panel TV, microwave, and fridge. Our heating/cooling unit was a bit tricky as the long blackout curtains would create a pocket of air that would shut the unit off because it thought it was at the right temp. The front desk is aware of this and they are currently looking into a vent deflector.

Speaking of the front desk and the staff, everyone was very friendly and helpful. A nice added touch was the gentleman in the breakfast area that would greet us every morning and also make us waffles and deliver them to our table. Once we were done, he would remove our dishes and clean up after us. I have never seen such a level of service, even when staying at the Ascend collection hotels. It was a nice surprise.

The pool area is very nice. The pool is inside and heated to 84 degrees, which is very nice.

Highly recommend staying here. It was a great value and the service...