Quality Inn & Suites Malvern

We were looking for a well-priced hotel in this area for a short night's rest on the road in the location we needed. This place was OK but is dated and needs improvement. The towels were dingy and thin and should be replaced. The bedspread was stained so I removed it. There were empty pizza boxes on the closet shelf. That shows that their cleaning staff does a poor job. It's carpeted which is always problematic. The TV didn't work until we wiggled some wires. The breakfast area was too small for comfort and had minimal options, so we were happy to go to the McDonald's right next door. The front desk people were fine. I would look elsewhere next time.

On May 8 - 10th my wife and i had a reservation to stay at the quality inn in Malvern, AK. Upon our arrival, with my service dog, went to check in and the desk clerk told us that they do not allow dogs. I explained that he is a service dog. She said he is not wearing a vest I told her "i beg your pardon he most certainly is", as my 100lb. white lab backed away from the counter wearing a black vest with the words on it "Service Dog" and his federal tags She said, "oh i didn't see that". And then she requested his paperwork I explained to her that under the law i do not have to show the paperwork on my dog (anyone who owns a service dog would know the laws and their rights, which I carry with me a long with my dog's entire portfolio which consists of his federal service dog registration, training records, medical records of shots, my medical records, etc. just in case of an emergency). Her reply was "I don't have to give you a room." My reply was "I can call my lawyer". But not to put her under the stress of what she claims the manager tells her to do I showed her his ID card which proves my dog is a federally registered service dog, and she thanked me. Only because i gave her his id card, we were granted our room; if I had been denied a room I could have filed a lawsuit for discrimination, but that is mentally and physically too exhausting. We checked out on May 10th and got to our next destination 3 hours away. I was looking at my credit card statement and there was a charge for $30 fee from the Quality Inn. I placed a phone call to the hotel to be told that they were charging me for vacuuming the room due to the dog hair on the floor. Please note that the carpet in the room was black with orange squares and my dog is a pure white lab. If he happened to be a black lab, no hair would be visible. However, we spent a total of 2 nights there without housekeeping. Under the "Americans' with Disabilities Act" ADA, the law says: You cannot be charged for pet dander or hair. My question is, do they not have to vacuum the floor when a guest leaves? Apparently, this Choice Hotel franchise owner was not going to remove this fee from my credit card, and to this day is still pending dispute. So the first call I made was to Choice Hotel Corporate office as Diamond members, my wife and I and service dog stay over 50 nights a year in hotels. When I spoke to a supervisor, he said that he was going to make the hotel owner understand that he cannot charge a guest with a registered service dog a fee to vacuum the hotel room; it is not policy and it is illegal. After speaking to the corporate office, I then placed a phone call to the ADA of Arkansas, who was appalled at what I was telling them and in return wrote a letter to the Quality Inn in Malvern, AK addressing this issue. I am in the process of filing a complaint against the Quality Inn of Malvern, AK with the Justice Dept. of AK. No disabled veteran or physically or mentally disabled person should have t

I was traveling with my family and booked a room in advance with points and accidently booked a smoking room ( didnt even know they existed still ), and when i got to the hotel at almost 10pm they advised me of my room and told me they would not change it to non smoking, that i would have to make a new reservation with points and call choice to have them refund my other points that night. Very inconvenient but ok. Made new reservation and when i got to my room i called choice elite member line and got a lady who called the hotel back and forth for 27 mins until she came back on line and got disconnected. I called again the next morning at 8am and Choice agent called the hotel only for the Hotel GM tell him she would not return the points because they would not be able to rent the room out that night. What a scam this is, so i got charged two rooms and was told it is what it is. Terrible customer service here, thanks to this one hotel, Choice just lost a Diamond member for life, You get what you pay for, i would drive a couple more miles before stopping here. Going back to Wyndham!