I stayed here with a group of 6 friends (three rooms) for 2 nights on April 2 & 3, 2013. The stay itself was lacking in quality, but the poor customer service since departure has only increased the VERY negative impression.
On April 5th, while already in Sedona, I discovered that my camera bag and small tote bag were missing. It took three long-distance phone calls to actually have someone go check room 2216 for my things. They were located where I said they would be. The housekeeping service should have found the items a day earlier (on the 4th) if they were thoroughly cleaning the rooms after guests check out.
Once the hotel confirmed they had the items in the manager's office I made arrangements for return. I made the whole process as simple as possible for them, but the manager has not followed through, while she claims otherwise.
I mailed her a pre-paid Priority Mail label with tracking number. My instructions were clear in that the hotel could simply give the package to their regular mail carrier that delivers their mail to the hotel. Since April 8th, the package has not entered the postal service system. The hotel manager claims that she took the items to the Ash Fork post office, but this is not true since the postage label remains unscanned by the postal service. I talked to the Ash Fork post office, and they said that the package would have been scanned as soon as it was dropped off with them and then again when it left their location to be routed for delivery.
I have made several long-distance phone calls trying to get some response from the manager. Since I have gotten nowhere and am obviously being ignored and lied to, I'm letting everyone know that this is not the place to spend your money. Yes, there are poor quality and maintenance standards, but they REALLY DO NOT CARE about customer service. I'm not sure why she would lie or be so unresponsive to a simple request other than she just doesn’t care and can’t be bothered over a little box and some tape. (Over a month has now passed. The post office has refunded to me the almost $12 in postage since it has not been used. You know that a refund would not have happened if that package had indeed been taken to the post office as the manager claims.)
RE: Poor general quality & Safety & maintenance standards – There was an outright refusal to maintain functioning smoke/fire alarms in the rooms when we asked them to repair an alarm in one of rooms that was hanging by a wire from the wall. We were told that visitors from out of the country take them apart because “they think they are cameras used to spy on the rooms”. The hotel obviously doesn’t want to bother to fix them for the next guest and doesn’t care about the overall safety of all of the guests in their buildings. This is reinforced by the non-functioning entry door locks that were supposed to require a guest to scan their room key in order to gain entry to the building. These locks were broken, or disabled, and often the doors were simply propped open with a rock, thus making it easier for the rodents and who knows who or what else to enter the buildings. (We witnessed a mouse run around by the food counters in the Lobby breakfast area while trying to have breakfast without a table or chair to sit at because the area was too small.) Pool and hot tub were understandably closed for the season but sat there with nasty, algae-filled green and brown water.
Attention to detail is lacking on the part of the Housekeeping staff as well. The first room I was assigned didn’t have a shower curtain and the alarm clock was unplugged and behind the nightstand among the dusty wires. Even though they had a hand written sign on the lobby doors saying that there was no vacancy, they managed to move me to another room because no one knew where to find a shower curtain. The second room did not have soap or enough toilet paper and was missing a chair. The staff is obviously not doing a thorough job.
Finally, you might want to note that this hotel is using the Quality Inn brand logo, but it does not come up as a property on the Quality Inn Choice Hotels website. The hotel owners appear to be misrepresenting themselves as part of the franchise.
Take your money to a hotel that cares about their customers.
Stay someplace else
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.