Quality Inn & Suites South Bend Airport

This hotel's primary appeal lies in its direct proximity to the airport and the convenience of a 24/7 shuttle service, making it a practical choice for budget travelers or those requiring a quick overnight stay for early flights or unexpected layovers. However, guest experiences are overwhelmingly negative, highlighting significant concerns across multiple areas. Recurring issues include pervasive problems with cleanliness, particularly the presence of bedbugs and general unsanitary conditions, alongside widespread reports of non-functional facilities and a notable lack of attentive customer service. While some guests found it an inexpensive option for a brief stay, the hotel is generally not recommended for those seeking comfort or quality. To mitigate potential issues, guests should thoroughly inspect their assigned room for cleanliness and pest activity immediately upon arrival and verify the operational status of all amenities, especially the pool, before committing to their stay.

Facilities & Amenities
A major point of contention for many guests is the hotel's pool, which is consistently reported as being closed due to health violations, often described as condemned, dirty, unmaintained, and having visible film, oily residue, or cloudy water. This significantly impacts guests, especially families traveling with children, who expect recreational options. The elevator is another frequent concern, often described as sketchy, with expired inspection tags, and sometimes non-functional, raising considerable safety concerns for guests. The lobby area has also received negative comments, with some guests noting missing ceiling tiles, active water leaks, and a pervasive foul smell, which creates a poor first impression upon arrival. Additionally, the business center is often reported as non-functional due to a lack of a computer for printing, and some guests have experienced issues with ice machines not being available on all floors or vending machines dispensing expired products.

Cleanliness & Room Comfort
Guest feedback on cleanliness and room comfort is overwhelmingly negative. Many reviews describe rooms as dirty, disgusting, or filthy, with pervasive issues like dust, cobwebs, and stains on sheets, towels, curtains, walls, and carpets. A significant number of guests reported finding bedbugs, roaches, or even mice in their rooms, leading to highly unpleasant and unhygienic stays. The beds themselves are often described as uncomfortable, with old, ripped mattresses and torn or holed linens. Beyond general uncleanliness, rooms frequently suffer from a strong, unpleasant smell, ranging from musty odors and cigarette smoke to bleach or general foulness. Many in-room amenities are also problematic; guests reported non-working showers with poor water pressure or built-up grime, loose toilet seats, non-functional TVs with limited channels, and air conditioning units that do not cool effectively or are excessively noisy. Some rooms also lacked basic toiletries or had outlets that did not work, further detracting from the overall comfort and functionality.

Dining & Food Quality
Feedback regarding the complimentary breakfast is mixed, though predominantly negative. While some guests found the breakfast to be good, very good, or to offer a decent selection including waffles with various toppings, many others reported significant issues. Common complaints include staff starting to clean up and remove food well before the stated end time, leaving guests unable to finish their meals or access items. Many reviews mention the food running out early, sometimes as early as 8 AM, with no effort made to replenish items, leading to disappointment for guests expecting a full meal. The quality of the food itself was often criticized, with descriptions such as "overcooked eggs," "day old sausages," and "trash food." Furthermore, guests frequently encountered a lack of essential items like forks, juice, water, or milk, and noted that the coffee containers were often empty. Some even observed staff making themselves waffles while claiming no batter was available for guests, contributing to a perception of poor service and management during breakfast hours.

Location & Accessibility
The hotel's most consistently praised attribute is its location, particularly its direct proximity to the airport. Guests frequently highlight its convenience for early morning flights or unexpected travel disruptions, noting that it is literally across the street and offers a reliable 24/7 airport shuttle service, which is considered a rare and valuable amenity in the area. While some guests mentioned its closeness to Notre Dame Stadium or nearby restaurants and fast-food establishments on a major business street, the immediate surrounding area often receives negative comments. Some reviews describe the vicinity as "ghetto" or "scary," with observations of individuals engaged in concerning activities and trash scattered on the grounds. Despite these concerns, the hotel's primary draw remains its strategic position for airport access, making it suitable for travelers prioritizing convenience for their flights over the immediate neighborhood's ambiance or safety. Parking is available and generally described as well-lit.

Staff & Service
Guest experiences with staff and service are highly polarized, though negative feedback is more prevalent. While some guests reported encountering friendly, kind, helpful, and accommodating staff who were smiling and cheerful, particularly with the airport shuttle service, a significant number of reviews describe staff as rude, unhelpful, heartless, rash, and lacking in professionalism or politeness. Issues with customer service often arise during check-in and check-out, with reports of staff being unable to process refunds, managers being consistently unavailable, or a general lack of responsiveness to guest concerns. Housekeeping is another area of frequent complaint, with guests reporting rooms not being properly cleaned, personal items mistakenly taken, or a lack of effort to resolve missing belongings. Furthermore, there are multiple serious allegations of theft by staff, including personal towels, headphones, and even money, with management reportedly showing little concern or offering no resolution. The overall impression for many is a lack of care and accountability from the hotel's management and staff.

Additional Information
Guests should be aware of the hotel's pet policy, which, while advertised as pet-friendly, includes a significant and often undisclosed additional charge that can amount to nearly 50% of the room rate. Some guests reported being double-charged for their pets, leading to frustration and disputes upon check-out. Another recurring issue is the hotel's handling of refunds and complaints; many guests who experienced severe problems, such as bedbugs or unsanitary conditions, reported extreme difficulty in obtaining refunds for unused nights, with management being unresponsive or hostile. Despite filing complaints with corporate entities, guests often found little resolution, sometimes only receiving minimal reward points rather than financial compensation. There are also reports of the hotel attempting to avoid accountability by falsely marking reservations as "no-shows" when guests complain to corporate. These issues highlight a concerning pattern in how the hotel addresses guest dissatisfaction and manages its policies.