Quality Inn & Suites Bellville - Mansfield — Hotel in Washington Township

I’ll begin this review by admitting yes, I am not a perfect person. I booked a two night stay on Valentine’s weekend though a hotel booking site, non-refundable as I knew we would be there and would not cancel. Check in began as normal. So the property is having renovations done and the pool and hot tub is currently closed. It states this on the website where I booked the room. Don’t know how I missed this, but entirely my fault for not seeing this. And I never tried to make it like it is the property’s fault that I didn’t notice this. ||||Try to imagine yourself in my position, and again, not saying this is the hotel’s fault. I paid $260 for a two-night stay, non-refundable, for the purposes of a romantic weekend with my girlfriend, and the pool and hot tub were a big part of that. I’m standing at the front desk now realizing that a big part of my plans are basically ruined. My wallet was in my hand because I’d handed my ID and charge card to the desk clerk. In a moment of sheer aggravation towards the entire situation itself, NOT directed towards the desk clerk in any way, I threw my wallet off to the side angrily. I am not proud that I did this, HOWEVER, I very quickly calmed myself and was even telling the desk clerk as I picked my wallet up off the floor that since it’s a non-refundable reservation, we will simply have to enjoy it the best we can and make the most of it. ||||I was then really startled and taken aback when the desk clerk (whose name is Ryan) angrily and NASTILY said: I’M NOT GOING TO CHECK YOU IN IF YOU’RE GONNA THROW THINGS!!!!! ||||Now, I had thrown my wallet off to the side, but in the moment since then had calmed myself. And I was very clearly calming down and was absolutely no threat to this desk clerk or anyone. At first I told the clerk (paraphrasing) that I did not threaten him with physical violence or anything like that, and that I’m calm now. ||||I’d had a moment of frustration moments before and very quickly let it go, and was calm now. However, the desk clerk did not let it go. He continued to be VERY RUDE to me and nasty and kept saying over and over again. “I’m not going to check you in if you’re gonna throw things!” “I’m not going to check you in if you’re gonna throw things!” ||||“Sir, my hands are right here (holding up my hands), I’m not throwing things, I’m fine now, can you please check me in”. ||||“I’m not going to check you in if you’re gonna throw things!” “I’m not going to check you in if you’re gonna throw things!” And that one single harmless moment of aggravation I had, he simply refused to let it go. And he continued speaking to me in a very aggressive and nasty tone of voice. This went on for a few more moments, until I finally snapped angrily at the clerk and told him I did not appreciate his attitude. And he was giving me a HUGE case of attitude. ||||That’s when the clerk handed me my ID and credit card back and told me to leave the property. ||||When he told me to leave, I said a few more things to him (don’t recall all the specifics) but then promptly left. I’d like to think a lot of other people in this situation I was in would have cussed this clerk out six ways from sunday, but as absolutely livid as I was at this point I didn’t do that. I know I mentioned to him this is not the way you should treat customers, and that he was acting like I pulled a gun to his head. ||||The following week, I tried contacting the property manager on Monday and again on Tuesday, so I could give her my perspective on what happened, and try to reach some sort of positive resolution to this whole weird and ugly situation. The manager refuses to take a phone call from me and would only correspond to me via email. And even then she only sent a single email, and refuses to reply to my responses to the email she sent. I find that to be very unprofessional, especially considering my attempted correspondence with the manager and the other clerks who answered the phone has been nothing but respectful. The manager sided with the clerk and would not even address how rude and nasty he was being. I may have had a moment of frustration and I’ll even admit that for a brief moment in throwing my wallet, I didn’t act the way an adult should act. However, when you look at the situation as a whole, the fact that I quickly calmed myself, and was not a threat or abusive in any way to this desk clerk (I only snapped at him after several moments of him being rude to me in the very end) …… I feel like I should have gotten a little more leeway here. Just a little more empathy. Instead this hotel seems to think I’m some sort of absolute monster. I’ve stayed at this property three times previous to this and they never had any sort of problem with me. All the different hotels I’ve stayed at my entire life, as I think I’ve done more than my fair share of traveling and I’ve never had a situation even remotely close to this. ||||Even after finding out the pool and hot tub are closed, I still had every intention of checking in and making the most of it. All the clerk had to do was simply check me in, and I would have gladly stayed without complaining, and I wouldn’t even be writing a negative review.||||Even though it was supposed to be a non-refundable reservation, I was able to get most of my money back. Not all, but most. I think I should have gotten a full refund, but at this point I’m going to simply cut my losses and move on. Every time I have to explain this situation again it just makes me sick and angry, and I don’t feel like waiting over an hour on hold with choice hotels again. That’s ok because quality inn bellville lost money too. 2nd night of my stay in addition to all the future business they would have gotten from me. ||||I’ll conclude to saying I used to be a desk clerk at a hotel very similar to this one. I understand customers sometimes cross the line. But this was not the case and I did not deserve the rude and shrewd attitude from your desk clerk, and will gladly take my business to a place when I’m not expected to be a perfect angel. And there is indeed a property in the area owes its thanks to you for getting my business...

I booked this room via the Choice app about 90 minutes away from the property. We were travelling with a pet and had been advised by another Choice property to always call with a confirmation number to confirm pet-friendly room availability. I attempted to do so several times; each time, the phone would ring at least twenty times with no answer or automated system response. I assumed the late hour meant the night clerk was helping someone else and therefore could not answer the phone.

After the fourth attempt within an hour, I tried to call the Choice customer service number to see if they could reach someone at the property. I was on hold for at least 30 minutes; in fact, we arrived at the hotel before my call was answered. I hung up and we schlepped our stuff to the front entrance only to find it locked after 11pm. For twenty minutes we pounded on the glass, called the hotel's main line (we could hear it ringing on the desk), and rang the bell, but no one showed up. I again tried the Choice main line but it's useless when you've got to get through to someone immediately. Finally I decided to start over with another property in town (not many and no idea if they were pet friendly) despite being past the cancellation window. I was simultaneously worried and livid, wondering if I should call the police to see if someone was hurt or dead somewhere or whether someone had just decided to walk out on the job. I'd driven 800 miles that day and was exhausted, but this was somehow now my problem.

Finally, out of nowhere, a door opened and a lady came out. She buzzed us in and rambled something about nothing working (phones, alarms, bells, people pounding on the door?) in the back where they had her working. She was somewhat apologetic but it was clear that she didn't consider the issue to be her fault or under her control so she wasn't going to overcompensate. She checked us in like we hadn't been standing there ready to scream for almost a half-hour and then went back to what she was doing. No customer service effort, no Choice loyalty retention effort, nothing. Just back to systems where phones don't ring, people don't bang on doors, alarm bells are silent, and you never have to poke your head out of the rabbit hole to see whether anyone has made a reservation in the past two hours. Unbelievable.

I later realized I got charged a $1.50 "safe fee". What? I almost walked out of your lobby because of your staff's astounding lack of customer service and you want to nickel and dime me over extraneous, petty features/services I didn't request and never utilized?

I travel frequently and often select Choice properties but it might be time to see what else is out there. If they can't be bothered to answer a phone or go out of their way, maybe I...

When this hotel was designed, there wasn't much thought on noise barriers. The doors were very loud and impossible to shut quietly. With each close, was practically a slam. It's hard to sleep when being awoken by a loud noise. You could hear through the walls, too. As I stated, poor planning went into the noise construction factor.

I was disappointed when my credit card was charged for my roommate because she didn't pay by midnight before checking out the next morning. We were unaware of the policy and wasn't told. I went on the assumption that check out was "settle the bill" time. After the staff explained your policy, it was too late and I didn't have enough funds in my account - fortunately, I had overdraft protection. But none of that should've happened.

All that being said, the hotel staff was amazing and very friendly. It was a pleasure working with all of them. The front lobby was inviting and fun because of the Shawshank Redemption display.
The mattress was very, very comfortable! It literally made my arthritis in my hips not hurt! I asked the staff what mattress brand it was because I'd like to have one at home. I couldn't believe it! The breakfast was plentiful and generous. The tables were clean. I really appreciated the 24-hour available coffees/teas/hot chocolate and table service.
The pool area was delightful. I wanted to use the hot tub but there were a bunch of noisy kids there most of the time - that's not on the hotel! It was just bad timing for me! The meeting room (I was there scrapbooking) was spacious. It was a pleasant area and it was close to the restroom. A few times during the stay, staff came in to check on us and asked if we needed anything.

Overall, it was a great stay! I definitely wanted to express my feelings about the noise levels and payment procedures. Thank you for the opportunity to express my opinion on my hotel stay!

Mary Alice Blanchard 104 West Second Street Fredericktown, Ohio -...