ComplaintsforComfort Inn

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I checked in on 8/28/2023 around 3:30 pm CT. Upon entering my room I was greeted with a damp musty odor. Bed sheets felt damp. Blackout curtains have mildew growing on them and the decorative curtains that cover those have white crusty stains on them. Constant disturbance from loud music and individuals standing outside late at night smoking marijuana. I am traveling with my small dog who travels with me frequently and is generally quiet and well behaved. I had to go out for a meeting after lunch, so posted the please do not disturb notice on my door so housekeeping would not enter because I had my dog even though she was contained. About 15 minutes after my leaving the hotel at 12:50 pm, I receive multiple calls from the front desk stating my dog was barking like crazy and disturbing people I was immediately thrown off because this is completely out of character for her. Keep in mind we had already been here nearly 20 hours and she had not made a sound. I explain that I am in a meeting and will not be able to return until 4:00 pm. When I return, I arrive at the front desk to see what is going on and apologize, and am told that my dog was fine, until housekeeping, who I requested not disturb our room, knocked and tried to enter which caused my dog to bark in response. During this time, the owners of the hotel were present and standing over the front desk employees making them call me according to their account. Staff also reported to me that the owners do not like dogs and were threatening calling animal control and have my dog impounded because she barked when someone attempted to enter the room. In addition to being outdated, overpriced, and disgusting, my animal and myself were threatened with impoundment as if we broke some kind of law or she was being neglected. This was a very unpleasant and stressful stay and made new provider orientation at the hospital very stressful for me. Pet fee is $30 per night and I was charged $36 per night

  Business response

  10/19/2023

  Re: Case # ********,
  
  This guest checked in on 8/28/2023. Upon check-in she stated that she had a service dog with her. We do not charge for service dogs. When the customer left the next day, she did not take her Service dog with her. The customer later stated to our staff that it was not a service animal, therefore allowed to leave the dog in the room. Due to this information, we charged her pet fee of $30 + tax.  Which was refunded as she stated it was a service dog.
  Our staff never entered the room as there was a DND (Do not disturb sign on the door). However, due to a few complaints from other guests about the excessive barking we conducted a wellness check by calling the room when the guest did not answer. The guest agent called the phone number on file, to let them know of the situation. We inspected the curtains in the room and did not find any evidence of stains.
  
  Sincerely,
  
  *******************
  Comfort Inn (********)
  *********************************br>********, ** 35209
  Tel: **************

  Customer response

  10/19/2023

   
  Complaint: 20539689
  
  I am rejecting this response because:
  The description of events as described by ************** are not accurate. Upon checking into the hotel, I did have my dog with me. I never referred to her as a service animal, nor did she have a vest on declaring that she was a service animal. I am a medical student and when asked, I was told that due to the hotel not providing a student discount, they would wave my pet fee to help me out. This decision was made by the lady at the front desk. When I later spoke to this same woman, she jokingly told me when I called you about your dog barking you were supposed to say she was a service animal so I didnt get in trouble for waving the fee because thats what I told the owner and he was listening. You didnt have my back girl Falsely declaring an animal as a service animal is a criminal offense punishable by law. I do not condone this behavior nor have I ever participated in such behavior. I do not appreciate being falsely accused of a criminal offense, which also is punishable by law. If this business continues to make false accusations to avoid taking responsibility for what they have done, I am not above taking action. The events that were reported in my original complaint (housekeeping entering the room despite DND sign, banging on door to torment dog because they wanted her gone) are 100% true as far as I am concerned and were reported to me my multiple staff members as well as other patrons of the hotel. I demand a full refund for my stay.

  Additionally, I will be happy to resubmit the photos of the condition of the cleanliness of the hotel for reference if needed.   

  Sincerely,
  
  *******************************

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