Quality Inn Conway Northwest

Rudest staff/No Empathy I made a reservation for 4/10/24 by mistake for a funeral that I was coming into town for on 10/15/24. It was 10PM when I made the mistake from Charlotte,NC for the Conway,SC location. I called them to change it and they told me that since it was passed the 9th (which was the cutoff date), that I was considered a "NO SHOW" I explained that it was a mistake and that I would like to change it to the correct date. They told me that it was my fault and that they would not refund my $100. The person that answered the phone was rude and said that the general manger would not speak to me because they are out of the country. She said this happens all of the time and I can make a new reservation and pay for another room. If this happens all of the time, then do the right thing, and help your own business. I plan to call the local news outlet and ask them to get a better outcome and answer.

Staff admits to violating ADA regulations. By far the worst hotel experience I have ever had in my entire life and I will be filing a claim against them to the US. Department of Justice. I live out of state and travel with my service dog for work, and usually I have her paperwork with me at all times. It was renewed recently and I did not have physical documents on me at check in, however, federal ADA laws protect service animal rights by forbidding that hotels request said paperwork upon check in (as there is no legal requirement for service dogs to be registered or even have paperwork to begin with). Denise, the staff member at the check in desk, asked me for my paperwork and when I brought my dog and I’s federal rights to her attention, she fully admitted to being aware of these laws yet would still not let me check in. Her reasoning was that it was her bosses rule - She had the audacity to say she “doesn’t care if it is against the law” because “[my] dog doesn’t pay her, [her] boss does”. Naturally I was frustrated and stressed, and I felt a panic attack coming in. My service dog alerted me as she is trained to do and I knew I needed to get out of there or resolve the situation quickly before I became unconscious. Truthfully, I was horrified that she would do something to my dog if I did become unconscious. I pleaded with her to be reasonable but instead she proceeded to call the police on me, demand that I wait outside in the 30 degree weather and threaten to have me escorted off the premises for trespassing. Distraught, frightened and absolutely infuriated, I drove to a nearby motel and had a panic attack in the parking lot. Speaking as a disabled female who travels alone, it is imperative that ADA laws are followed as this exact situation is reason they are put in place. It is mind boggling that a staff member is willing to admit they are breaking the law and have absolutely no sympathy or care for the person they are discriminating against. I have never been so horrified by a check in experience or disgusted by a hotel staff member. I will never, EVER stay with a Choice hotel again.

PLEASE READ Whatever you do, DO NOT BOOK HERE. One of the worst customer services I’ve ever seen. You will not be able to get in contact with their front desk or manager if you want to change your reservation. They will do everything in their power to keep your money. Luckily, I went through my credit union and got my full refund back and filed an official complaint for the establishment. They will not be in business very long with the representatives they have working. Save your time and money and book anywhere else in the area.

Not worth the money. This hotel needs a complete makeover. The rooms are very outdated and they smell. The free breakfast was horrible with only a few items and machine coffee. I would rate this hotel as a one or two star. I originally booked for three nights but cancelled the rest of the stay after the first night.

Surprise fees and horrible breakfast. Booked through me travel program paid and after checkout and the hotel wouldn’t provide a receipt had an additional “hotel service fee” that they say isn’t included in the regular rate when booking with third parties. Very minimal breakfast, room was ok.