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Home My WebLink About2007 Jan 03 - Complaint __ _ __ _ _ _ NOTICE ISSUED: Yes:_No:_ Locakion [�LjA L> �"v.v J3�i� ,�r a9 Date Receiued /f J�7 � � I Responsible Person� �� P,��_ Address: i NatureofComplaint� C /�n/�� oM� �-t 5iE'� � 1� /=r�.P YV1OL2 �T�� Reported By: ��u�N kj ZUCH�Qp Address: � �4��_ Date of Investigation: i _�g �07 Inspector: p�,.,� ,�1��_ ConditionFound� �' i�,s,��;� � /�q6,n�s /Qa�.y� ��s �a� �03 23 0 � /oro , 1.Z�o� .ri'�c� ��fl i4// �G}�y-y!5 � Gw� �.t ��q t G d CJi�� c�aM�� l r-�' Cll.eXi i Action Taken: Compliance Date: Notes: � December 27, 2006 Hotel Manager Quality Inn (MA137) J��V 0 3 ZQ�7 1314 Main St, Route 28 South Yarmouth, MA 02664 RE: #1 Rating—Wrong Category Recent Stay—Dec 2-4, 2006 Dear Manager: This is to notify you that, after my recent stay at your hotel, I can unequivocally state that you received the top rating for the filthiest hotel I have ever booked accommodations. I wanted to treat my wife with a surprise escape to the Cape Cod for a couple days. It was her birthday and so I thought I'd indulge her fancy and bring our dog (a 301b poodle/cocker spaniel mix with hair so it doesn't shed). I identified several hotels and decided on Quality Inn as it was a national chain and had, what I had thought,was a good reputation which I could count on to ensure reasonable accommodations. (I recognized the chain was not a Category 5 type resort so amenities would be limited. However,to enhance the trip for my wife, I was willing to trade off certain features but anticipated I wouldn't have to compromise cleanliness in the process.) As we pulled up to the hotel approximate 9:15 PM,the "lity" in the Quality Inn name (on the building)was out and the Christmas lights that were hung were not illuminated. I never would have guessed that was an indication of lack of maintenance we were about to encounter. As we entered our assigned room(on the first floor), the first image to catch my eye was a round table in the corner that had food crumbs/bits still on it along with grease & dried liquid substances. The other furniture surfaces had liquid residue and some greasy markings on them. My wife pulled the bed spread back to find hair on the pillow and the shAe±s. We then opened the refrigerator and it was filled with mold! She discovered that as I entered the bathroom to see holes in the ceiling where particles were falling down and dust webs in the joints. At that point,we called the front desk& lefr the room. Due to the late hour, we decided to try another room. I left my wife on the first floor to check the alternate room on the second floor (#203). The tops of the furniture had some film on them so I washed them down. I also had to wash the floor in the bathroom and in front of the sink. As there was a rust colored slime that ran from the tub faucet to the drain, I cleaned the tub & the toilet(that had marks on it)! As the fridge was clean, I went to get me wife to check the room. Even when she arrived, there were still webs on the bathroom ceiling and under the vanity sink area. The room still left her uncomfortable but it would be adequate for the night. (She pretty much slept in her clothes.) Note: When we went to use the toilet during the night, I had to go get a plunger from the front desk as the toilet wouldn't flush! Also,the inside lock(the looped piece that prevents the door from being opened more then a few inches)was broken off the door so we could not secure the door to prevent unauthorized entry. We agreed to discuss departing in the morning. However, she woke up late and thought we had missed the check-out time. As a result, she resigned herself to the fact we had to stay since we had already paid for the two (2)nights in advance. (A practice I protested about AFTER it was done without my pernussion. I also do extensive traveling and have NEVER been billed for my entire stay in advance.) Ironically, afrer the decision to stay was made based on the late morning time, we later found out that the clock in the room was inconect and had never been reset correctly. As additional housekeeping items, there was an open hall closet(without a door)that had trash strewn around on the ground. (Based on the dust and mess it appeared to have been there awhile.) In addition, the front stairway from the second floor to the lobby was very dirty with small trash, leaves,visible dirt and obviously had not been vacuumed for quite some time. We felt so uncomfortable in the hotel that 1)based on our experience, we were too nervous about using other facilities (e.g. pool or hot tub)or to even think of eating the continental breakfast(we could only imagine what the kitchen looked like) and 2)we spent every possible moment of the stay away from the hotel& out of the room. I can't imagine your other locations operate with such an indifference to basic hygiene & health considerations. I know for us, Quality Inn appeazs to be an oxymoron and a "Choice Hotel" appeazs to be a poor one. Amusingly, I took the Customer Comment Cazd that said drop off or mail it in. However, there was no address to forward it too. Therefore, I could only conclude customers would have to send it back to the team responsible for the hotel (like the "fox guarding the hen house")where I have little confidence corrective action would be taken. Therefore, I am submitting this letter to the individuals I believe should be responsible for the slovenly conditions that prevailed. Whether directly or through delegation, I trust you will act on it in an appropriate format. As a company with stock holder accountability, and that operates in a competitive industry, I would think the concern is building positive customer experiences and brand loyalty—not alienating visitors due to the oversight of the most basic of ali guest expectations... a clean room! Sincerely, �� Steven W. Zuch�fo 6 Londonderry Road Marblehead, MA 01945 cc. Mr. Charles A. Ledsinger, Jr. Vice Chairman and Chief Executive Officer Choice Hoteis Joseph M. Squeri President and Chief Operating Officer Choice Hotels Bruce N. Haase Division President, Full-Service Market Brands Janna Morrison Division President, Mid-Market Brands Kevin J. Bradt Division President, Economy Mazket Brands � Bruce Murphy Health Division, Town of Yarmouth