We were charged double for a 2 night stay. When I called the manager, she admitted this happened, explained that they were using a new system and that they were not familiar with it nor did they understand it. Money was supposed to be refunded into my bank account the same day, plus 20% of the room fee. Over 24 hrs later, none of the money has appeared in my account, the manager is 'unavailable, out on the property, or in a meeting' and corporate won't/can't do anything because it's a franchise as a separate entity. It is completely unacceptable customer service to use a system you aren't familiar with on your guests, take more money than was authorized, and then give them the run around when trying to fix this mistake. I will never again stay at a Choice Hotel nor will I recommend anyone I know stay there.

Quality Inn Bedford

General Manager: J. Vee Hagen

Arrival Date: 07/09/2011

Reservation: 10 rooms



On July 9th 2011 I was traveling with a group of veterans from the American Legion on a trip to Shanksville, PA to pay our respects to the heroes of Flight 93. Our group representative made reservations for the group a month previous to our trip and the reservation was confirmed by Quality Inn Bedford. On the day of travel we encountered some mechanical problems which delayed our arrival. Our group representative called Quality Inn Bedford to inform them of our delayed arrival and was informed it would be no problem. Our group representative is a retired state police administrator as well as a veteran. He is exacting and precise and has booked many trips for us in the past without incident.



After an exhausting day on the road we arrived at the Quality Inn Bedford and were informed that our reservation would not be honored because we did not individually reserve each room. The desk clerk told us that after our representative called about the delay they were very busy and the manager directed her to give away our rooms.



We were turned away at the door and forced to find accommodations elsewhere. They did not call our group representative nor give us any warning prior to our arrival. They simply dismissed us at the door. We left and found a last minute substitution however the incident caused undue hardship on a number of our members who have serious health issues including one who is diabetic and three with recent heart conditions.



In discussions with the group the next morning, the consensus was that not since the Vietnam era have we been treated so disrespectfully. We are a group of veterans made up largely of retirees and we travel quite frequently and I can tell you Quality Inn Bedford will never be our choice for accommodations again.



“It takes many good deeds to build a good reputation, and only one bad one to lose it.” – Benjamin Franklin