Horrible experience at Quality Inn in Madras, Oregon

I wish I could leave a zero star review for our stay at the Quality Inn in Madras, Oregon. Our trailer hub broke off as we drove into Madras and we needed a place to stay overnight while we had it repaired - we were stressed and didn’t have the chance to compare local hotels. This Quality Inn was the first hotel we saw and we just went for it.

First thing we noticed was that the pool and hot tub were empty and filled with construction tools even though we paid full price for our room and they did not tell us at check in that they were out of commission. We walked passed the construction equipment to get to our room on the ground floor. The room had working A/C and it was over 100+ degrees that day which gave us a temporary sigh of relief. That relief turned to concern when we turned on the lights and got a glimpse of the horror-movie-scene which was the carpet. The carpet was covered in mystery stains; dark red big stain (literally looked like blood) between the chair and the bed, giant puddle looking stain under the A/C unit, and smaller (but equally concerning) stains throughout the room.

When my boyfriend picked up the remote to the TV it felt greasy and we ended up wiping everything with alcohol wipes. I unfolded a bathroom towel to use as a barrier between the bed pillow and my head. When I opened the towel there were long dark brown hairs folded up inside; neither my boyfriend or I have long dark brown hair. When I grabbed a different, smaller towel to wash my face with, it also had (someone else’s) hair folded up inside.

At this point, I wanted to change hotel rooms but our main focus was getting the hub on our trailer fixed so I just sucked it up.

At 8am the next morning my boyfriend went to meet the mechanic and I kept sleeping. A couple minutes later I heard people yelling to each other right outside my door. Turns out they were construction workers that were there to do a full demolition of the room next door to me. At around 8:30/8:45 the constant banging and construction noises started. Literally on the wall adjacent to our room. Did I mention we had our two dogs with us? So every time there was a loud bang on the wall our bigger dog would bark because he thought someone was knocking on our door. Meanwhile my little dog was terrified and shaking the whole time. (We were not told ahead of time that this construction would be happening. We were charged full price for this room.) When I went to take the dogs outside the walkway had all the furniture from the room next door piled up blocking that direction. I looked inside the room next door and there were construction workers pulling up all the carpet.

I looked for a grass area to walk my dogs and to my surprise there wasn’t one. The poop bag dispensers in the parking lot were empty. Most “dog friendly” hotels have an area designated for them to use the bathroom. I ended up walking my dogs on a gravel parking lot out back. While in the parking lot I noticed all the mattresses that they were throwing away from all the rooms that they were renovating. These mattresses were disgusting and covered in stains. It gave me a terrible mental image of the mattress that I had just slept on. Because we were not given a renovated room - we were given one of the last non-renovated rooms that was directly next door to a room being renovated. I assumed hotels cleaned or switched out their mattresses regularly.

I work remotely and had no choice but to try to do some work from that hotel room. I could not take calls and had to be muted throughout my zoom meeting and was unable to present. The loud construction noises continued into the afternoon.

The mechanic needed more time to fix our hub so I, unfortunately, had to extend our check out. As the mechanic continued to work we eventually realized we might have to stay another night at this dreaded hotel. In order to stay past noon we had to pay for yet another full price night. $130/night for some of the worst accommodations we have ever experienced (and we travel regularly). My boyfriend asked for a discount on the room considering all the circumstances and the woman at the desk said she didn’t have the authority to do that but said she’d speak to her manager.

We couldn’t take it another night. We left the trailer and boat with the mechanic in Madras and drove to Bend to stay with friends. Thank goodness because we were able to salvage some of our vacation. Our friends did MUCH more to make sure we were comfortable than the hotel service that we had just paid $130/night. Unfortunately we ended up paying for two full nights at the Quality Inn despite the fact that we only stayed one night and a couple hours into the next day. We are not typically the kind of people to ask for discounts but I’m sure you can imagine why we asked for a discount in this situation.

A week passes - Teena from the front desk writes us an email. She says she spoke with the management and they could not offer us a discount on the room but not to worry because all of the hotel was now renovated and the pool and hot tub are fully functional again. All the issues WE experienced have since been “resolved”. Her email response to us completely negated the fact that our experience was terrible. We were expecting to receive an email from her management considering she didn’t have the authority to give discounts. She was condescending and rude in her email and thanked us (?) for leaving a smell of marijuana in the room. We had marijuana in our room because we are adults in Oregon however we did not consume in the hotel room. Her email was unexpected and unnecessary. She essentially emailed us just to be condescending and rude because she nothing new to say or offer.

We will never stay at the Madras Quality Inn again. We will not spend our money with Quality Inn or any Choice Hotel again after this experience.

Jul. 07, 2021