Quality Inn Palm Beach International Airport — Hotel in West Palm Beach

My stay at your hotel left me traumatized due to an assault based on unfounded accusation by the manager who came to my room accompanied by the day manager (Brittany?) and aggressively put me out for no reason and baseless allegations against me all untrue. I had no understanding or knowledge of the statements he accused me of or any idea where he obtained his information. I paid for my stay respecting the rules policies and procedures expected of the guest and at no time was I a problem or participated in illegal or unlawful activities. I stayed to myself and mainly in my room and never interacted or disrespected the other guest around me. After gathering my belongings and putting them on the cart delivered by the day manager I proceeded to exit the property. I was instructed by her supervisor to go around the building because housekeeping staff were on the hallway. As instructed I went around the second floor only to find the hallway was also obstructed by a maid cart blocking my ability to pass. As I approached the obstruction and first room on my left I became confused because the door was wide open and upon visual inspection there was no one in sight. I then attempted to push the cart out of my way but it was to heavy and wouldn't budge. In the process I looked over the second floor railing observing the same manager that sent me in that direction looking up at me nervously at which time I became suspicious and took off running in the opposite direction until I reached the elevator and quickly got to the first floor. By the time I made it to the front of the building he approached me from the other side with extreme anger and violence for reasons I couldn't comprehend or understand as to why. I did absolutely nothing I could explain that provoked his actions against me. Every time I asked what did I do, his one and only reply was "you know what you did". Some time during the night I woke up violently ill with nausea and uncontrollable vomiting so unexplainable and without any reason for the cause I felt as if I were going to die. I observed a bottle of men's cologne in my room but it wasn't mine and did not belong to me. I felt strange and suspected I had been unknowingly violated because I had fell unconscious. Not wanting to make a big scene I changed and moved on. When he approached me I asked for my receipt and he became furious balling up his fist turning red as if he were going to hit me and I said go ahead. In anger he stated that I was going to respect him because he was a man and I replied you are going to respect me because I am a soldier. He turned away all of my efforts to be transported to another hotel and denied me from sitting on the curb in front of the hotel by the street or the curb behind IHOP. As I sat behind the restaurant he kicked all of my belongings into the middle of the street and hotel entrance. All I could do was cry. Finally I gathered my belongings and moved to the other side of the street and sat on the curb parallel to the Florida Bar Association and distance from the hotel property and he called the West Palm Beach Police department to have me removed. The police delivered me to Hawthorne Suites and I was greeted at the door with "I can't stay there because of a dispute I never filed it was fraud committed by an employee who opened another account in my name and intercepted the bank requesting documentation asking if it were me, which it was not. I explained my innocence even sending the CEO an email. He had to contact the owner of Best Western and Hawthorne Suites requesting he do this because after the allegations against me were disputed by me because the incident was unfounded on my behalf and I would never do this because my stay was immaculate. This was done to keep me under their grasp. They would never have been able to get to me there. Since the issue I was a registered guest and no issues with my stay were implied. I was in a 2 room suite on the 4th of July enjoying the fireworks downtown Flagler. This clearly proves my issues and...

This was my first time patronizing " Quality Inn Palm Beach International Airport " and many years back I worked the I-Hop restaurant franchise the property is located behind. The guest service front desk hospitality agents are the most memorable experience in my two day stay, honorable mentions to Steven B and Ashley. They are one of the team players in the industry in my opinion. The noticeable flaws are with Manager Michael who in my opinion is running their business as his personal entity. He represents Michael's Mission Statement not Quality Inn Corporate business model. I was in room 110 which I qualified for as a 100% Service Connected Disabled Army Veteran. The money I spent supporting their establishment should be refunded in full. I asked Michael earlier in the morning to make me a.room key only to be told " I'm waiting on my 👦BOY to get back and he will make it for you. His BOY was an African American Man not his BOY as he referenced. Each time I left and returned to the property my room key didn't work. Each and every time only he could gain entry. He entered my room opened the curtains behind my back after I left. He told me he was trying to figure out who was in there because it hadn't been occupied, but remember I asked him earlier to make me a key for 110. He.had NO Business in my room because according to my best understanding due to " COVID-19 housekeeping was not doing room service and it would be after the guest checked out. Towels, washcloths etc, etc could be exchanged or requested at the front desk. Items began to disappear because of his relationships with individuals I feel held him hostage because he compromised the trust the company held for him to those he betrayed his Corporations for. They had nothing to lose Michael did. He stated to me he owned 10 hotels mostly up North in the Maryland area which his girlfriend Managed. I inquired only to find he was lying 🤥. Corporate needs to step in and reclaim the property he gave away for person gain not Corporate profits. My debit card and personal documents were taken. I observed transactions that led me to believe he was subleasing rooms and diverting monetary or personal favors for.his personal greed and benefits. I sat and watched as transactions were made fraudulently. He was giving staff false reservations as if they were made online. He took advantage of their trust in his leadership and my compassion for Steve B. is well deserved. Guest relations skills, transparency, authenticity were exploited by Michael because Steve B. has hospitality skills that can grow the Quality Inn brand. Ashley should replace him and be trained by Corporate to take.the helm as a leader of their brand. She listened to my concerns and genuinely cared but had no idea on a resolution because her position gave no options in an issue of this magnitude. This cozy enclave is a welcoming off the mainstream hotel locations, their flaw is Michael needs to relocated to unemployment and give someone else an opportunity to re-establish and " QUALITY " back in the INN International...

We had an extremely disappointing experience at Quality Inn, primarily due to the behavior of Ashley, the overnight receptionist. Our family members, who had driven from Pennsylvania, arrived late at night with a prepaid reservation via debit card. They were unaware of the policy requiring a traditional credit card on hold, and instead of offering assistance. We understand that you all needed a credit card on file. However, Ashley made them wait outside for 4.5 hours without any support. It was a cold winter night, and one of the family members is terminally ill.

Given the circumstances, she could have allowed them to wait in the lobby or offered some level of customer service while they waited for a local family member to arrive with a credit card. We were hours away and they felt defeated as they were in another state being treated this way. When we finally arrived at 2:30am (we have 2 young children) to provide the card, we were met with defensiveness rather than empathy. I respectfully asked for clarification on the policy preventing the card from being accepted over the phone. Instead of explaining, she repeatedly stated she could only speak to the customer, despite us being the ones using our credit card. Mind you, they'd already asked her hours before we arrived and she refused.

When I expressed this frustration, she raised her voice and rudely said, "You didn’t have to come here and help your family member, YOU chose to do that!" which was unnecessary and extremely unprofessional. When I asked her to lower her voice and mentioned that this behavior didn’t reflect Quality Inn’s customer service standards, she became even more agitated and refused service to our elderly family members who had nothing to do with her anger towards me... and who had already paid for their room - at 2:30am, leaving them stranded with no place to stay after waiting for 4.5 hours.

Unfortunately, there was no manager or GM available to address Ashley, and she even tried to withhold their contact information until I insisted. This experience was unacceptable and heartbreaking to witness. Especially that this couple had been in and out of the hospital spending their life savings just to try and SURVIVE! They only wanted to visit family and had to deal with this addition of pain. I sincerely hope Quality Inn addresses this issue and coaches this staff member on proper customer service, empathy, and professionalism. No one should be treated this way, especially in such extenuating...