ComplaintsforQuality Inn & Suites Lehigh Acres Fort Myers

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Case #******** I checked out of fort myers quality inn on 9/18 The first time I ran passed the due to ******* to catch my flight Im not 100% sure if someone was there. The second round I came down there was no one there and I did not have time to wait. I paid a cash deposit and did not recover it back. I was told by the manager ******************* that Id have to pick it up. I do not live in ******* and He knew that. I asked to mail my deposit or I could provide a card to put it on. He said it was my job to get it however, its your job to have someone at the front desk to accommodate your guest. The tone over the phone from the staff at that location is disgusting. The customer service line only relayed messages from the front desk but had no power to help me. They refused to give me the Franchise contact information. I never thought I would have to go to small claims court for a hotel deposit that is owed to me but I dont know what else to do because I have not got any assistance. Please assist me so I will not have to take the long route. I am entitled to my deposit and this must be a tactic used by this location to keep guest deposits. How is there an in person pick up to people for a hotel in a small city that consist of mostly out of towners! Absurd. The negligence of this staff is ridiculous!

  Business response

  10/17/2022

  The guest was in house and in fact did have a $100 deposit that they left behind. Guest did request for us to mail deposit, but we do not feel secure in doing that. The $100 deposit is still in our safe. I have tried several times to contact guest with no success. I did leave a message several times that guest could assign a family member in the area to pick it up and again no return call was made. At checkout there was a front desk agent at desk, and they greeted guest with good morning but as guest stated they just rushed out and did not return. It is the guest's responsibility to stop and get their deposit returned. 

  Guest has complained twice to our corporate offices regarding the same issue and corporate was told the same thing. Deposit is here, waiting for guest to pick up. Corporate declined to proceed any further with issue.

  If guest can call corporate to complain about us and write to Better Business Bureau for an issue that was not our responsibility, then they should be able to return our calls as well. and get issue rectified.

  Customer response

  10/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will receive my deposit. I would also like to apologize for providing misinformation. The hotel manger reached out to me and I was not aware of her trying to get in contact with me multiple times. 
  
  Sincerely,
  
  Chaalid Hill

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