Quality Inn & Suites Brownsburg - Indianapolis West

I have never experienced this level of disrespect and unprofessional behavior at a hotel.

During our stay at Quality Inn & Suites Brownsburg - Indianapolis West, a front desk employee yelled and cursed at me during an argument. Instead of de-escalating the situation or addressing the way his employee was speaking to a guest, the manager sided with him and refused to even apologize for the behavior.

The situation became so uncomfortable that the police were called and became involved. After speaking with everyone, the police told us we were allowed to return to the hotel. At that point, however, I no longer felt comfortable staying there. I told the manager that all I wanted was an apology for the way we had been treated. They refused.

I then asked for a refund because we were leaving and would not be staying at the hotel. I was told I would have to call back regarding the refund. As we were walking out, the same front desk employee made another disrespectful comment in front of his manager, telling us, “You’re not getting a refund.” The fact that he felt comfortable saying this in front of management says a lot about how this property is being run.

We ended up leaving the hotel instead of staying the night.

I understand that disagreements can happen between customers and employees. What I do not accept is a hotel employee yelling, using profanity toward a guest, and continuing to make disrespectful comments while management stands there and allows it.

I have escalated this matter and requested that the incident be formally investigated. I sincerely hope ownership and Choice Hotels review what happened, including any available front desk/lobby surveillance footage, and take appropriate action.

Based on how we were treated, I cannot recommend this hotel.

Gym - no AC/DC, also no water and towels... There were spyder webs in the room and when I asked if it is safe to go jogging in the morning, the hotel staff wasn't sure.

Elevator not working

The ac leaked, drawer did not stay shut, no elevator, breakfast did not start until 7am, no staff at the desk when we left.

It was me and my 2 brothers driving from college in Virginia to Minnesota. We stayed in a double room and the beds were so small. Definitely, not big enough for 2 people so pretty uncomfortable but it was a short stay.

--I don't look the hard floors in the rooms. Carpet is much more pleasant and warm.
--The pool is why we came but it wasn't cleaned over the 4 day period that we were there and there were dead bugs floating in the water which was unpleasant and for sure bothered our grandkids as they swam.
--There were places that were in need of repair or painted etc. I'll give one ex. but there are others: The bathrooms in the foyer. The toilet seat was broken and the walls were stained and needed painting especially in the places where the trash can was and is currently.

Room smelled bad. Musty.
Jacuzzi couldn’t be used because stopper was damaged.
Pull out mattress was very uncomfortable and flat. Had to ask for linens and pillows even though number of guests was accurate in the booking.
Overall the room was in poor condition/ poorly maintained. No attention to detail. All three lamps had different colored light bulbs

We were put on the second floor and as older people taking our luggage up was a bit hard without an elevator. The afternoon clerk was somewhat drab and a smile would improve her a lot. I guess that is just her personality.

No front desk person on several occasions during two day stay. & keys did not work on multiple occasions

Paid for whirlpool room and the tub was moldy and the water turned brown so I couldn’t use it