ComplaintsforComfort Inn & Suites
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Complaint Details
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Initial Complaint
05/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Stayed at Comfort Inn and Suites on 5-09-23 and checked out on 5-10-23. Hotel is very run down and needs repair. Rooms and bathrooms are not clean. Elevators are not working properly and shake while in operation. My biggest concern however, was that when I asked for a printed copy of my receipt, they handed me a receipt that had other guests sensitive information (names, phone number, full credit card numbers)on the back side of my receipt. They were apparently trying to save paper, so they were printing off and handing out receipts with other peoples info on the other side. I would hate to see what would happen if this got into the wrong person’s hands. If they are careless about protecting peoples sensitive information, I would be very concerned about what else they are careless about . I provided photos for reference. Thank you for looking into this matter.Initial Complaint
05/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Reserved a room in this hotel early April. They wanted a card on file but said it wouldn't be charged until check in. We checked into this hotel on Friday April 28th. We asked them to remove my card from file and use my parent's card as payment. The clerk didn't ask for any identification. The clerk didn't remove my card. My parent's card was charged the entire two night stay. My card was put on a hold for $*** as a deposit, that they didn't mention would happen. The hotel was dirty, smelling of smoke, furniture was old, the king bedding was dirty. The pull out had no bedding and they had none to offer. (But we rented the king bedroom, with pull out since there was four of us. We wanted a fun relaxing stay for my daughter's *** birthday but it was full of stressful moments.) The only one staff member; we saw the entire stay was so *********. The fridge in the room was dirty, there was no hot water the entire stay!! The elevators didn't work. This is not ADA accessible. The back stair well they made people use was very filthy and unsafe. The key cards for the doors never worked. We asked for a refund on Saturday and the clerk offered $**, but we said at least one night stay, so she said $***. But instead of refunding my parent's card, she put another $*** hold on my card. She claimed she didn't, but I had a text notification from my bank. She said she couldn't refund my card because she couldn't find it in their system! But yet it was charged! We didn't want to leave on Sunday until this was settled, but she told us the manager looked at it and we should see a refund soon. I didn't get a refund for that extra, uncalled for $***, which is now an actual charge on my card. And we never received a full night stay refund. Which should actually be the entire stay, of $***, since nothing was as advertised. I try to reach the manager and he ignores my email. The phone # on the receipt isn't even to this hotel. ***** *** ******** ******* **** ****** ***** *********** *****Customer response
05/08/2023
I reached out via email to billing and they showed me a folio (receipt) that was not correct. They said they refunded my ********** $***. But in fact the $*** on my bank statement is now an actual charge. A deduction from my account. It is no longer just a pending authorization. There is no refund, there is a minus in front of the amount and I showed them the photo of that. They said well it could still be refunded. I said it has been nine days and it changed from the pending to the actual charge on the 5th. They also said my parent's account was credited back about $***, and that is not true either. They then told me to just contact the hotel and I have tried but my emails get ignored and when I call, the clerk says to call back.Initial Complaint
03/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Elevators barely work. After carrying our 5 bags up 8 flights of stairs, we enter a room with random spills and chew wiped on the walls. A/C didn’t work and had mold growing on it. Called down to the front desk and was told maintenance was gone for the night so we were SOL (her words). Tried leaving and were told we wouldn’t receive a refund even though we hadn’t been in the room for 5 min. Called Comfort Inn customer service for help. Front desk hung up on her and there wasn’t a room at another hotel they could transfer us to Tried to make the most of the situation and bought a fan ** **** ****. Saturday was told the manager was in and would be calling me. It is now 5 days and have yet to receive that call. I’ve even called numerous times and no avail. Was given a compensation from corporate, but I have to wait WEEKS for it.Business response
03/27/2023
Sorry we did not meet all of your expectations. I was told that ****** Corporate answered your questions and gave you points as compensation. I have checked my voice mail and have never received a message from you. I have reimbursed you for a one-night stay and wanted to inform you that all of our Maintenace staff does leave by 10:00PM. When we have these kinds of parties in the future, we will have them stay a little later. I want to thank you for staying with us and look forward to seeing you again.
Mario ********, GM
Initial Complaint
01/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The ceiling above us started leaking water at 3 am, it was enough to fill the jacuzzi below it at least half way, it then started gushing water again at 5 am. I went to the front desk and found no one, my husband and I left immediately, I was concerned about the ceiling. We touched it and it gave in a few inches, it also had mold covering it along with the floor.Business response
02/01/2022
Business Response /* (1000, 8, 2022/01/17) */ The customer is correct the person above them flooded their suite. We have provided the guest Rynell ******** a **% discount on his room. The water did not damage any of their personal items as it was 10 - 14 foot from their bed. Water was dripping into their Jacuzzi.
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.