I recently had an extremely disappointing experience at Quality Inn South Bend Airport which was in an unacceptable condition. The lobby had several missing ceiling tiles, with water actively leaking from the ceiling. Towels had been tied to the ceiling beams to direct water into a trash can. There was a foul smell in the lobby. The pool was completely unusable, with a noticeable film on the water, the water was dirty, and not maintained at all.
Our room had not been properly cleaned. There were food crumbs and stains on the sheets and dried blood on the curtains. The entire room smelled strongly of cigarette smoke. Due to these unsanitary and unsafe conditions, we requested a different room but were told that was not an option. After spending only about 20 minutes in the hotel, we decided to leave and book a room elsewhere.
When I requested a refund, the front desk attendant stated that he did not know how to process refunds and that only the manager could issue one. However, when I asked when the manager would be available, I was told that they didn’t know and that there was no way to contact them. I requested a business card and emailed the manager directly but never received a response. Despite multiple follow-up calls, I was repeatedly told the manager was unavailable and that no one else had the authority to issue a refund.
After reading the most recent reviews, I thought this would be an OK place for a quick, one night stay. It was not. Stay somewhere else.
