Quality Inn Charlotte Airport
🏨 Hotels & Travel · Charlotte
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Presence of insects in the hotel room and unprofessional staff behavior.
Business reply on Google
I'm sorry. Neither the way you were greeted nor what you found in the room reflects how this hotel should run. Both are being addressed directly with the teams responsible. Shyam Verma
Hotel rooms were dirty with unsanitary towels and poor door seals.
Business reply on Google
Thank you for taking the time to write this, and I'm sorry. What you've described is not close to the standard we hold ourselves to, and arriving after 11:30 PM with four tired kids is exactly the moment a hotel needs to get it right. We didn't. All three rooms have been inspected and deep cleaned, the linen from that floor was pulled and replaced, and we've corrected the door sweeps you mentioned. I reviewed this directly with our housekeeping team as well — linens leaving a room in that condition is a failure in our inspection process, not a one-off. I'd like to make this right. Please reach me directly at [email protected] and reference room 338 so I can pull your reservation. Shyam Verma, General Manager
Hotel room door lock was broken and staff was hostile
Business reply on Google
Dear Kim, Thank you for taking the time to share your experience. We sincerely apologize for the distress this caused you and your friend. While our door locking mechanisms do function correctly, we completely understand that the intermittent issue you experienced would understandably cause concern, especially as women traveling alone. That is never acceptable. What troubles us most is how our front desk team handled the situation. Regardless of the technical explanation, you deserved to be treated with patience, respect, and genuine care - and that clearly did not happen. We are truly sorry for that. We are also looking into the refund matter and want to make this right for you. We know we let you down, but we would genuinely love the opportunity to restore your faith in us and show you the warm, safe stay you deserved from the start. Warmly, The Management Team
hotel room had dirty linens, bugs, and felt unsafe
Business reply on Google
Hi Jasmin, Thank you for your feedback. We take cleanliness, pest, and safety concerns seriously, so we'd like to add some context for future guests. When you raised a concern during your stay, our team spoke with you directly and applied a 50% goodwill adjustment to your account at that time. The cleanliness and pest issues described here were not mentioned to our staff while you were on property, and your stay was completed in full. We have since inspected the room thoroughly and found no evidence of the conditions described. As a choice property, our rooms are cleaned and inspected between every guest, and guest safety remains a priority across our property. We always encourage guests to raise any concern with us in the moment so we can resolve it right away. We wish you safe travels. Management
Staff mistakenly entered occupied room and harassed guests during the night
Hotel staff erroneously entered occupied room and photographed guest identification.
Business reply on Google
Reagan, thank you for taking the time to share this in detail — this is exactly the kind of feedback we need to hear, even when it's hard to read. First and foremost: we are truly sorry. Being woken up at 3:30 AM with someone at your door is alarming under any circumstances, and the fact that this happened because of an error on our end makes it completely unacceptable. You deserved to feel safe and undisturbed, and we failed to provide that. What happened was a check-in entry error that caused your room to appear vacant in our system overnight. That mistake is on us — full stop. The situation that followed should have been handled with far more care, sensitivity, and urgency, especially given that you were a solo female traveler during your first night with us. We understand why every part of this felt threatening and disrespectful, because it was. We also hear you on the checkout interaction. You deserved a sincere apology and meaningful resolution — not defensiveness. That is not the standard we hold ourselves to, and we are addressing it internally. We would genuinely like the opportunity to make this right with you directly. Please reach out to us at shyam.verma@harrishospital
The hotel failed to return a deposit based on false claims.
Business reply on Google
Hi Kamya, thank you for your feedback. We take these matters very seriously. Please be assured that we do not retain incidental deposits or charge fees unless there is documented evidence of room damage or smoking. Our policy explicitly states that guests will be charged if a distinct smoke odor is left in the room. I have attempted to look into your specific situation, but unfortunately, I cannot locate your reservation information in our system under the name provided. We would like to investigate this further and look into it for you immediately. Please contact us directly at [email protected] with your full reservation details so we can assist you
Front desk staff member was rude and hostile toward the guest.
Business reply on Google
Hi Tajshawnne, thank you for bringing this to our attention. We pride ourselves on providing welcoming and professional service, so it is deeply concerning to hear about your interaction at the front desk. We take feedback regarding customer service very seriously and will address this with our team internally to ensure it doesn't happen again. We hope you might consider giving us another chance in the future
Excessive noise levels disrupted sleep throughout the night.
Business reply on Google
Dear Mike, Thank you for taking the time to share your feedback, and please accept our sincerest apologies for the noise disturbance you experienced during your stay. We completely understand how frustrating it must have been to deal with loud traffic noise throughout the night and into the early morning hours — a good night's rest is absolutely essential, and we clearly failed to deliver that for you. While our location near the airport does come with some ambient noise, what you experienced is clearly not the standard we strive for, and your concerns deserve to be addressed properly. We would genuinely love the opportunity to speak with you directly about your experience and make things right. Please don't hesitate to reach out to us directly at the hotel and ask to speak with the General Manager — we'd very much welcome that conversation. Again, we are truly sorry, Mike. The Management Team
Uncomfortable mattresses, rude staff, and excessive noise levels.
Difficulty canceling reservation and unauthorized charges processed by the hotel
Business reply on Google
Dear David, Thank you for taking the time to share your feedback. We would like to respectfully clarify the situation regarding your reservation. Our records indicate that your booking was made through a third-party platform, not directly with our hotel. When third-party reservations are placed, the charge may appear under the hotel's name on your credit card statement, which can understandably cause confusion. Because these reservations are managed by the booking platform, cancellation and refund requests must be handled through them directly, as we do not have the ability to modify or cancel third-party bookings on our end. We apologize for any frustration this process may have caused and encourage you to contact the platform through which the reservation was made for further assistance.
Staff member was rude and hung up during a room inquiry.
Business reply on Google
Dear Steven, We sincerely apologize for the experience your family had when calling our hotel. This type of interaction is not acceptable and does not reflect the level of service we expect from our staff. We take this matter very seriously and will be addressing it with our team immediately. Every guest inquiry deserves a respectful and helpful response, regardless of availability. We are sorry we missed the opportunity to assist your family during a stressful time, and we hope you will consider giving us another chance in the future.
Front desk staff was rude and demeaning to a potential customer.
Business reply on Google
Dear Lauren, We sincerely apologize for the way you were treated at our front desk. The behavior you described is completely unacceptable and does not represent the standard of hospitality we strive to provide. No guest should ever be spoken to in a demeaning manner, and we take your feedback very seriously. This matter will be addressed directly with our staff to ensure it does not happen again. We are truly sorry that this experience has left a negative impression, and we hope you will give us the opportunity to show you the level of service our guests deserve.
rude staff and poor room maintenance including broken tub and missing linens
Rude staff, incorrect room type, and poor cleanliness caused early departure.
hotel room infested with live bed bugs
Business reply on Google
Thank you for sharing your feedback with us. We sincerely apologize for the issues you experienced during your stay. Regarding the cats on the property, they remain in the back area of the hotel and do not enter guest rooms or common indoor spaces, and on occasion our staff may give them food as an act of kindness, which does not create a flea issue in guest rooms. Your room was located on the front side of the property, well away from where the cats stay, so it is unlikely they were the source of any fleas you encountered. For concerns about bed bugs or any pests, we immediately inspect and, if needed, treat the room through a professional pest control company to ensure the safety and comfort of all guests. In terms of compensation or discounts, our front desk team is only authorized to refund or discount up to a certain percentage and must obtain a manager’s approval for anything beyond that. In your case, once management was notified, a full refund was approved and applied as an exception to our standard policy. We understand how frustrating this experience was, and we appreciate you bringing it to our attention so we can continue improving our services for future guests.
room infested with cockroaches and bed bugs with rude staff
Business reply on Google
Hello Shania, We sincerely apologize for your experience and are truly sorry for the discomfort and frustration you encountered during your stay. This is not the level of service or cleanliness we strive to provide, and we take your feedback very seriously. Please be assured that a full refund has already been issued, as we care deeply about our guests and their comfort. Your satisfaction and safety are extremely important to us. We are especially concerned about the way this situation was handled by our staff. This matter is being thoroughly investigated, as the response you described is completely unacceptable. Our employees are trained to immediately offer solutions such as a room change or alternative arrangements, and we are reviewing why this was not done in your case. In addition, we are addressing the cleanliness concerns with our housekeeping and pest control teams to ensure this issue is resolved promptly and does not happen again. Once again, we sincerely apologize for your experience and appreciate you bringing this to our attention. Your feedback helps us improve, and we regret that we fell short during your stay.
Vehicle was broken into while parked in the hotel parking lot.
Business reply on Google
Dear Jay, we are very sorry to hear about the damage to your vehicle during your stay. We understand how frustrating this situation is, especially when traveling. Please be assured that we take guest safety seriously and our manager assisted by securing your window as soon as the issue was discovered. While we cannot offer room discounts for third-party incidents in our parking lot, we appreciate your feedback and will use it to review our security measures. We wish you the best with your insurance claim
room contained roaches, mold, and significant lack of cleanliness
Business reply on Google
Dear Sammone, we are deeply concerned and saddened to read about your experience at our hotel. Please accept our sincerest apologies for the unacceptable conditions you encountered, especially regarding the cleanliness and pest issues in your room. This is far below the high standards we strive to maintain for our guests. We have immediately shared your detailed feedback and photos with our housekeeping and maintenance leadership teams to conduct a thorough inspection and ensure these issues are remediated at once. We would appreciate the opportunity to speak with you directly to learn more and make things right. Your comfort and safety are our top priorities, and we hope you will give us another chance to provide you with the quality stay you deserve
The hotel room was unsanitary and the parking lot felt unsafe.