This was my first and last stay at not only the ”Quality” Inn in Roserburg but likely any Choice Hotels property. We arrived with our three daughters and checked in, nothing unusual other than realizing that they'd hired a really good photographer on a perfect day to take their advertising photos. The property was nowhere near as nice looking in person. Honestly, I was worried we might find someone trying to steal the catalytic converter off our car in the middle of the night. Then we actually entered our room. Immediately we were assaulted by a musty odor in the room. It had very obviously not been sanitized per their policies and advertisements. The more we looked around, the more grossed out we were. Some unidentified black and brown schmutz on the phone handset and keypad (which I found when I had to call the front desk to get a remote for the TV since the one in our room was missing). Other unidentifiable stains on the nightstand, the cabinet in the kitchenette, the walls, the sheets, you get the picture. Black fuzz here and there on the sheets under the comforters. We attempted to contact Choice hotels for assistance, and spent an hour on the phone going round and round with their ”customer service” and getting nowhere. After that, we packed back up and I went to the front desk to check back out. Of course the manager wasn't in, but the front desk person called her, and advised us we'd receive an email from her after she closed out our reservation. This is when things went from bad to worse. We were supposed to stay for two nights. We did not receive an email until the afternoon after we checked out of our other hotel we stayed at. They had the audacity of charging us for not only one, but BOTH nights we were supposed to have stayed there (but didn't). I called and spoke to the manager, who told me she would refund the second night, but not the first night, since we had ”stayed” there. When I pointed out that the room was not fit for occupancy, she had the gall to lie to me and tell me that she'd gone through the room and there was nothing wrong with it. After spending 4 hours on the phone with Choice Hotels customer service, I was told that they would refund me for the first night directly, but it would be via check, would take 4-6 weeks, and it would take up to 24 hours for the email to arrive to start that process. Unsurprisingly, that email never arrived. So now I am in contact with my bank, and thank God I paid with a credit card, because we are initiating the chargeback process for the second night that they refused to refund us. And to add further insult to all of this, the ”Quality” inn has tacked on a mystery $150 charge to my credit card the night we checked out. My bank tells me this is not just a hold, but an actual charge, and so that will be reported as a fraudulent charge.
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