Quality Inn & Suites

Will sleep in my car before staying here again.
Our science team stayed in College Station this past spring to compete
in the state Science Olympiad tournament. My reservation was for
April 24, in room 321. I was checked in by jluna.
I experienced rudeness from your front desk clerk Juliana (who is
copied on this email since she is, unfortunately, now managing that
hotel), and a bait and switching of rates on my reservation. Another
team family who stayed with you experienced quite shocking rudeness
and an attempt by Juliana to change her reservation price despite my
colleague having a printed out copy of the rate! I wanted to share my
experience with you, in case you are interested in becoming a hotel
guests actually want to stay at. I realize, based upon your reviews,
that customer service might not be a priority, but I’m hoping that is
just the bad management at the front desk and that there is hope in
the land.
We contacted your hotel April 3 for a stay on April 24 – 25, and were
quoted a rate of $ 104. The desk clerk advised that we could get a
group rate, and so our teammate left word for Dee to call her. I too
called the hotel and asked for Dee, who was not available. My
colleague and I spent a week calling and emailing Dee, who never
replied, beginning on Sunday April 3. It occurs to me — the security
latch inside my door was wobbly — maybe Dee has become locked in a
room somewhere and can’t get out! Finally on April 12 we gave up
trying to hear back from Dee and booked individual rooms. By that
time the rate had gone up to $ 134, and I made my reservation. I saw
my confirmation email come in and in the preview pane saw it had the
correct date, so I did not open it.
When I checked into the hotel, Juliana gave me a check in slip to
sign, with a rate of $ 169! I knew something fishy had happened. I
had been quoted a rate of $ 134 and then immediately the confirmation
letter reflected $ 30 more. We both know that rooms are scarce the
weekend of the state championships for Science Olympiad. In fact
yours was one of the only hotels with even two rooms left by the time
we booked. If having the sales manager delay replying for a week (and
thus having the team at the mercy of dwindling inventory and higher
prices) isn’t a bait and switch, the different confirmation email is
definitely deceptive. Or the fact that when I went to my room and
tried making a new reservation online to your hotel to check the
price, it was still down around $ 134. Have you heard of the Texas
Deceptive Trade Practice Act? I have from my work in corporate legal
departments. I know your attorneys have. You might want to look into
it.
At any rate, back at the ranch — or in my room — I called down to the
front desk and spoke with Juliana in another attempt to regain my
correct rate. When I mentioned not being able to get a reply from Dee,
she interrupted to say «That’s because we had decided to not give you
a group rate. If you don’t have the confirmation for the lower price
you have no proof.»
From that it is clear that: (1) she remembered and knew we had been
attempting to confirm a group rate and (2) your hotel is in the
practice of not informing groups when you won’t negotiate group
rates… again perhaps so they are delayed long enough to pay a higher
individual rate.
I have actually never encountered a desk clerk with the attitude and
rudeness that Juliana expressed. Truly never. There was absolutely
none of the courtesy I’ve read about hotels emphasizing, but rather a
smugness and a definite lack of any intent to make the customer happy.
You can rest assured that our team will find lodging elsewhere next
year when we come to compete. In fact we have already listed Quality
Inn Bryan TX on our Do Not Stay list. You still had empty rooms when
I checked in — on a weekend in which the first 13 hotels I called
(before we got to yours) were sold out. The other hotels, by the way,
were listed on the A&M website of recommended hotels and yours was
not. I now know why. Do you really think it’s profitable business to
turn away a team when you can’t sell out on a weekend almost every
other hotel around you is sold out? I don’t; the math doesn’t add up:
two nights of 15 rooms at $ 104 each or two rooms between $ 130-​$ 170.
But then, if I were in the hotel business, I’d be focusing on customer
satisfaction and booking an entire team rather than 1 – 2 rooms. I know
— crazy talk!
My teammate who also called in had even more appalling customer
service than I did. She was treated so badly by Juliana that I
thought there must be a spoof happening. When my friend was trying to
find the hotel but was having trouble with directions, she called to
ask directions. Juliana actually told her she should own a GPS and
that they couldn’t help her. I can’t wait to share my team’s
experience with 500 of my closest Facebook and Unilocal friends. Don’t
feel left out, I’ll share it on your Facebook page too.

I’d give it a zero if I could but as that is not available… I travel for work. Constantly. I often get asked for a credit card when I check in but after explaining that everything is covered by a company card it is dealt with. Not here. They would not let me check in. At all. The front desk clerk wouldn’t call a manager. I had to bother my manager. At her home. Just to check in to the freaking motel. Now. Finally. I’m in my room. The air conditioner barley works. It is, quite literally, struggling to push cool air into the room. The bed is like a rock. There is a badly patched hole in the closet. The toilet paper holder is ripped out of the wall. And now, to top it off the phone reception is horrible. I have to go outside to talk to my husband who is the only person keeping me calm at the moment. Not only will I never stay here again but neither will anyone from my company so I really hope having a second credit card was worth losing the business.

Called ahead to make sure I got a bottom floor. Forget that!!! when I arrived I was put on the top floor in between rooms that has 4 loud girls in it. The lady that took my request assured me that a bottom room would be available. Julianne the lady that checked us in didn’t even look to see if a room on the bottom floor was available. Very rudely acted like it would be a bother to her to switch rooms. A new nice hotel with inconsiderate people working there. To bad that they don’t understand people’s needs!!!

Clean and comfortable hotel. Convenient location near the interstate for restaurants and shopping. Great place to stay if you are visiting Texas A&M. Free wifi, breakfast. Modern décor.

This is a nice, fairly new hotel. We had reservations at a different hotel, but it was so bad we couldn’t stay there. We were sent here by the staff at the other hotel. I thought it was brand new went we checked it, but it has been opened for over a year and a half. Everything is spotless. The rooms are spacious and comfortable. The entire place is well cared for with very helpful and friendly staff at the front desk.