Quality Inn Spanish Fork North — Hotel in Spanish Fork

Came to visit friends/family. After a very long flight etc. I get to the 'Quality Inn'. Here we go. The woman attending the front desk states the room is non-smoking. Bet. All good. I don't smoke. I assured her of this. She then VERY BOLDLY threatens to charge me $250 if she so much as smells a hit of smoke. Once again I inform her that I don't smoke, and that I very clearly heard her multiple threats.

Then, she asks about additional guests. I stated there aren't any, but that I'm visiting from out of town and will have visitors. I'm then instructed that I'm 'not allowed to have ANY visitors after 11pm. Wait. What? Where did I land? Castro era Cuba? What in the actual.....what???

Booked through Expedia. Advised Expedia of the circumstances. They're perfectly ok with this treatment of their customers.

Needless to say, Expedia, I'm going to make sure my company NEVER books another business trip with you. Additionally, I'll pay each and every person I hear of $20 dollars each and every time they book through ANYONE else that isn't Expedia.

Quality Inn.....we are gonna talk in the morning when I check out.

Josh,

Thank you very much for your prompt and professional response. I can certainly understand the importance of non-smoking rooms. I'm a non-smoker myself. I don't allow smoking in my vehicles, in my home, or otherwise. Had the OVERLY aggressive threats (not veiled in the slightest) been the only unprofessional behavior, I'd have probably not even written this review. Before I booked the room through Expedia, my sister went in to book the room in person. I was NOT present at the desk, but, I was made to understand that the same desk clerk claimed there was NO VACANCY. Sis came back out to the car and told me. I went on to Expedia and booked the exact same room Sis requested without a hitch.

I'm honestly not going to go back and forth with the clerks, Expedia, or you. I'm not sure how many times I have to make it clear that I UNDERSTAND THAT THE ROOM WAS NON SMOKING! I understand that if the room is smoked in, that there is a $250 dollar charge.

If I have to verbally tell the clerk to please stop threatening me with charges so much so that I feel like I'm just going to get charged no matter what....The fact that you're just reiterating "There is a $250 dollar charge" makes it clear to me that you, your hotel chain, your Expedia partners are just going through the motions and trying to "handle me". If you don't actually care about the customer experience, don't solicit NPS surveys.

I truly don't mean to sound condescending, or sanctimonious. Consumers tend to share 2 kinds of experiences. Really awesome ones, or really awful ones. You know this.

I'm not even going to open the can of the incredible insult of making assumptions about your customers based on their appearance after stressful flights, rental cars, and long drives......

You guys have made your policy clear. I WILL NEVER FORGET that there is a $250.00 charge.

Notice. I haven't asked, hinted, or threatened wanting a refund, or anything else. I wouldn't stay with, or recommend Quality Inn or any of your subsidiaries if you gave me free rooms for the rest of my life.

Hey, don't forget, $250 dollar charge!!

Josh, reading through your reviews recently, it seems like my experience is pretty well calibrated with the majority of your guests. Or should we call...

I have tried to contact the general manager, but the front desk was not going to budge. He kept saying "I can handle it, you can tell me." He offered me an e-mail, but for how hostile his tone was and that he was the individual I had an issue with, I did not feel safe e-mailing, in case he would be fielding the e-mail and I'd much rather discuss this over the phone. But since that wasn't made available, and I haven't been able to find contact information otherwise, here's my review: The room was excellent and clean, honestly it's the only thing stopping me from rating this lower. I was surprised at the quality of the room for the price. I interacted with only one staff member during my stay and he was very difficult to work with. I had initially called because I wanted to request a crib in my room. It was just me and my two small children, ages 1 and 4 years old. I asked if they had a portable crib, or anything for my room, like a pack-n-play. Initially, he very sharply told me that they didn't have any cribs. I was surprised, because most hotels in Utah do, in my experience. But then he said they did have a crib quiet suddenly, and more aggressively. I said "oh great! Could it please be in our room." He continued to be sharp with me and said "Just ask for it when you get here!" And hung up. Now this was an issue for me because we were coming in close to midnight, and my kids would likely be sleeping and I wanted to be able to not disturb them, as they would be incredibly tired, and likely very irritable. Well, midnight comes and I pull my sleeping kids out of the car. I have a suitcase, an infant carrier with my one-year-old, and then my four-year-old is screaming because she's been woken up. Obviously I'm terribly aware of how that could wake the other guests, so I'm rushing as hard as I can to carry her, and my other child, and our stuff because I don't think I'll be able to leave them alone and get to the car again. I get to the entryway and drag ourselves to the front desk. I catch the man behind the front desk's attention, and I am struggling, not gracefully at all. The man doesn't even stand up, doesn't ask if I need any help, nothing. He says "Ma'am. Control your child." To which I whisper yelled, "What do you think I'm trying to do?" I proceeded to struggle to my room, while my child was bawling. Were we a nuisance? Absolutely. Perhaps your hotel has some policy that staff cannot assist with baggage. Whatever the case, the comment was uncalled for, in addition to the general hostility I've encountered from the get-go from this individual. On the plus side, there was a crib in the room. I was surprised to see a pack-n-play style portable crib, considering I had been aggressively informed that no such thing...

Where to start with this awful "hotel". Having the word "Quality" in their name is pure false advertising. The young man working the front counter is nice and nothing but kudos to him for having to work in such a dump. I needed multiple rooms so the manager Jardin, who goes by Josh, came and immediately was rude. I've never experienced such poor customer service. Stood way to close to me and refused to even hear what my request was. I didn't get even speak one sentence before he just says that there is no point to talk to him, I need a credit card and that's final. Of course I need a credit card, like all hotels. I needed to know if he could do the reservation for the days in question and for the number of rooms I needed, but he wouldn't even let me speak. Just said that I need a credit card and didn't even want to hear what I was asking. I needed 20 rooms for multiple weeks. Instead of helping me with respect, he looks at the receptionist and says if anyone else like him comes in to say the same thing. Absolute joke. The place looks dirty, the parking lot is rough, and the management is rude and unprofessional. Do yourself a favor and go to the Hampton Inn next door, which gets 5 stars every time I need to rent out multiple rooms. That place is modern with friendly staff. From the looks of "Quality Inn's" empty parking lot, it's obvious everyone else agrees too. That's what I get for shopping around I guess. Went next door and they were able to help me. Sticking to Hampton Inn next door if I need a place in Spanish Fork ever again.

*Response to the owner:

Thank you for proving my point. No customer service and rude attitude. I wanted to inquire about the National Guard and for a construction company as a separate stay. 43 is a lie, no contract has that many inquiries. At most, I was the 7th or so. Even if I was the 100th, you shouldn't treat people like that and let me speak to you. You're supposed to be management! You didn't even let me ask if the rooms were available on the days needed. You need ID and credit card for any hotel. The tone in your voice and attitude towards me was hostile. I was trying to do business with your establishment. Additionally, I needed further information for the construction employees I need to house in May. You should not yell and really let customers speak on why they are there in a professional and courteous manner. No worries, the Hampton Inn next door is getting our business. Enjoy your empty...