Quality Inn Northlake

Byron, I sincerely hope that your GM takes your actions seriously, and something is done. My wife made a reservation, and called to double check we would be fine to bring my service dog. She was told that it would require documentation. I went ahead and called, because having a service animal, I am incredibly familiar with ADA laws and that requiring that is, quite simply, illegal. I was calm, polite, never once raised my voice or was rude. I welcome anyone with access to listen to the phone call. I have worked and continue to work in customer service, and I take being kind and considerate in the service industry very seriously. Byron, on the other hand, cut me off, yelled, and hung up on me. I called back to ask if I could speak to someone else, and was informed that he was the manager. I was then told, that if I had an issue with their policy, oh well, and to go ahead and sue. Called and spoke to Choice Hotels to file a complaint, and cancelled our reservation. A neighboring Quality Inn both gave us a better rate, and a suite, all while reassuring me that she was familiar with ADA laws and being appalled that anyone would have been trying to demand documentation AND acting so awful about it. Byron, I've included a screenshot from the ada.gov website. I would recommend that you, and your GM, familiarize yourselves with the ADA laws surrounding service animals. While I can empathize that you have issues with fake service animals, (SO DO I!) the law exists to protect those of us with real ones. Without a doubt one of the worst experiences I've had to deal with in the service industry in a very long time.

2 weeks ago

Location was just okay, not really walking distance to a ton of stuff, plenty of food options within driving distance though. Also not sure if I'd want to want around that area by myself or in the evening. Hotel overall was pretty decent (at least compared to some similarly priced options I've stayed at lately). Room was clean and updated. Sink drained well. Bed was comfortable. Tub and shower were clean and water pressure was good, temperature of water adjusted well. Room A/C was slightly finicky, didn't want to stay at a set temperature. Windows blinds worked very well and walls kept most noise muffled to a bearable degree. Breakfast options were somewhat limited, maybe at least have peanut butter for the bread items? Fat guest lady standing in front of the food for 10 minutes grabbing everything she could didn't help either. Guy at the front desk in the evenings was very helpful. Stayed two nights, left after first night and came back for second night and room key didn't work- kind of weird room key were already go bad after one night when staying for such a short time already. For the amount I paid, definitely would stay again.

4 months ago

Can’t say enough about Byron at the front desk. When I had a vexing problem with my luggage (cursed suitcase would NOT open), Byron stepped out from behind the front desk and solved the problem, using brains and brawn and 4 different tools — while still handling his regular management responsibilities. Overall, the motel is still a 3-star (showing its age), but Byron definitely deserves 5.

2 weeks ago

Horrible experience. I am a woman, and was driving my car, which was full of items, across the country for a move. I got to the hotel, and when checking in, told the clerk that I had many items in my car, couldn't move them all inside the room, and was concerned about safety. He gave me a room in the back of the hotel. ||I got back there and realized the clerk had given me a room with a large bush planted in front of the window (despite my mentioning I was concerned about the security of the items in my car), so I wouldn't have been able to see my vehicle by looking out the window. Also, the back area was planted solid with trees and was very dark. It appeared most of the people who were assigned rooms in the back had parked their cars out front (I couldn't because the lot was full). I didn't feel safe staying in the room. ||I drove back to the clerk, explained I didn't feel safe, and requested a room in the front of the hotel. He stated all of the rooms in the front were booked. He refused to make any changes to my reservation. However, when I was talking to the clerk the second time, a man was in line behind me. When I left the hotel office after the clerk refused to change my room and was sitting in my car, I saw the man who checked in 10 minutes after me going to a room at the front of the building. ||This was an awful experience. The clerk was rude and full of attitude. Priceline said they "couldn't do anything," and Quality Inn said it was up to Priceline. I won't be booking any further trips through Priceline. No one cared about safety. I had to book another hotel, and ended up paying roughly $200 for the night. I hadn't stayed in Quality Inn in years. After this, I never will again.

6 months ago

Positive: Nice little continental breakfast. The staff was very pleasant and easy to get along with Negative: It was not the staff's fault but the elevator was broke and I was on the third floor with my mother of 90 years old and I'm 65 and I need hip surgery so it was a very unpleasant experience as far as anytime we wanted to go do anything it was broke 3 days

5 months ago

Came for a 3 month Business trip, keep in mind, I'm a diamond member. Picked the hotel for the location and I usually go to quality inns cross country. This one is not great, but I put up with it. I enjoyed majority off the staff and management. Enjoyed having my vehicle next to my room for ease of access. I did not have a problem with anything in the four different rooms I stayed in on the first, second, and third floor. Very surprised to go to breakfast to discover there is nothing cooked. No eggs, no sausage. Front desk said they're not required. But atlas the IHOP down the road has a fantastic omelet. I had an issue with the hotel policy... After 25 days stayed I was told there is a residential law that I must check out for 48 hours. I'd go through the hassel of packing for holiday inn conveniently across the street. They only allow 7 days there. On the morning to checkout to go to work then back to Quality Inn, Holiday Inn had nine vehicles broken into...including mine parked next to the main doors. This would not have happen to me if Quality Inn hadn't thrown me out for 2 days, thus I was stressed out the last month of my trip. Yet they have guests who do not have the residential law apply to them for extended stay pre covid. A Staff member went into my 'do not disturbed room' to put a painting on the wall while I was at work. A Staff member refused to accept an Amazon package on 1 out of 3 occassions since my room number was not on the box, which was intentionally done to keep my name and room number out of the dumpster. Luckily the Amazon driver called me from his truck and put the front desk on the phone per my request. On several other occasions I would recieve a room or cell phone call from the other great staff members to let me know my package was there. They even worried I forgot the package since I checked out, but I jokingly let them know I was just out for 48 hours. Internet could be an issue if you enjoy video gaming. I'd try to find a room with good signal and try to check in that room every 27 days. Majority of the staff, especially the men were very professional. The parking and guests may double park or park so close to each other that my vehicle had a door bang on it. I'd go back if I wanted, but I'd try elsewhere first. Again, location is great with Krogers, movies, interstate, food places etc.

4 months ago

I’m not sure how this hotel received 4 stars, but it’s a one star at best. This is an old fashioned motor lodge! The picture is deceptive. Old, run down, and rusted! Tub was brown and dirty, walls stained, and area felt unsafe. Checked in after a nine-hour drive and checked out immediately! Had to scramble to locate a clean hotel for my family at 4AM!

5 months ago

Positive: What I thought was a straightforward price. Negative: Then you threw in a $200 room deposit, that was not well published, so what if I did not have the $200 deposit? I would not get the room, and I believe my room payment was non refundable. Also the room smelled like feet and dog, 2 nights $--- + deposit.

5 months ago