First of all, we arrived in town late and without a reservation. We had tried a nearby hotel and were told that everything in town was sold out because of a youth soccer tournament (we certainly wouldn't have tried this during football season). We saw the Quality Inn and figured it couldn't hurt to check to see if they had any vacancies. They had one double Queen room left. Perfect! The hotel itself is what you would expect for an establishment at this price level. The room was fine. It seemed clean (although I never, ever go barefoot in hotel rooms). The TV worked. The wireless Internet worked. The air conditioning and fan worked. The blackout blinds worked (I think one other reviewer must not have seen those). The breakfast was fine - not extravagant, but filled us up. The dining area is a little small and I noticed that the conference room was full of furniture (maybe stored or needing repair?). I can't comment on the pool or workout room as we didn't use those.
What set our visit apart was the front desk staff. Very friendly and VERY customer-oriented. We had a problem with a gift card. It was only $20 and it was probably 8 years old, but it was not supposed to expire. However, it somehow got deactivated. Now, we didn't choose the hotel because of this gift card. In fact, we weren't even aware when we checked in that Quality Inn is a Choice hotel, but when we realized that we might be able to use it my husband went down to the desk and asked. The night clerk who checked us in spent quite a bit of time trying to figure out how much credit was on the card, but couldn't get past the fact that their system was saying the card number was invalid. I don't know her name, but she tried her hardest and then suggested we ask in the morning when it would be possible to get tech savvy people on the phone (although it would be Sunday morning). So, in the morning he went to the desk and asked again. Jessica was on duty then, and her efforts to get us our $20 were nothing short of heroic. She called everyone she could think of, but they all just blamed someone else - the card-issuing company, the parent company, whatever... The best info she could get was that we could mail in the card (which should not have expired) for a replacement. She was disgusted and finally, in the end, just took $20 off of our bill and tossed the card.
Now, I suppose I could dock this review stars because the gift card shouldn't have been an issue to start with, but it wasn't the fault of this establishment. We got it as a promotion after a stay in a Choice hotel of some variety a number of years ago. If this Quality Inn is independently owned, then they would have nothing to do with this. They basically gave us $20 to cover something that Choice should have covered. I can't say what would have happened if the amount had been greater, but the service we got was stellar.
My husband did get a call when we got home from a company that services these cards. (Jessica must have given his name and number to someone along the line.) We haven't called back yet because, except for the loss of a little time, we got what we were due. It's the hotel that's out the money. We also no longer have the card. But, he may call and see if they will do anything to make up for the inconvenience.
We would not hesitate to stay at this Quality Inn in the future. We have no doubt that the staff would do anything they could to make our stay as pleasant as possible.
- Official Description (provided by the hotel):
- Quality inn & Suites conveniently located near south bend airport, Shuttle service is available, 3.4 miles from NOtredame university, Recently Renovated, 100 % Non smoking, pool, fitness center, full hot breakfast provide everyday complementary, room with fridge and microwave, iron, hair dryer, charging device. ... more less
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- Also Known As:
- Quality Inn And Suites
- Quality Hotel South Bend
- Quality Inn South Bend