ComplaintsforComfort Inn & Suites

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Booked a room with 2 queen beds, it was stated its a smoke free room/hotel, with breakfast etc…the usual, my stay was from friday 6/17 to sunday 6/19 , when i got there the front desk receptionist was somewhat cold, not the friendliest, went to my room immediately smelled like marijuana , i thought maybe it was just someone who came from the outside who had smoked as there seem to be many sketchy people lingering by the entries not sure if trying to get in or just hanging out outsiden, next morning went to the free breakfast area, milk tasted expired, expressed the concern to front desk, shower didnt quite work well not sure if the pressure was bad or just the particular shower head..again the hallways smelled of marijuana bad, made a complaint , nothing, next morning breakfast was terrible again, bad milk made a complaint lady roled her eyes, so we decided to eat elsewhere, again the marijuana smell was awful at this time there were a few people who were staying near by our room smoking in their room with the doors open and some smoking the hallway, yet nothing was done, i couldnt go elsewhere as i was on sensitive time for personal family matter, i asked for a refund or something at least a move or partial refund…nothing

  Business response

  06/23/2022

  To whom it may concern,

  
  

  We have a protocol as to when a guest complaint.

  
  

  We submitted a report and we put in what was the outcome of the complaint.

  
  

  This is the 1st time I hear about her complaint.

  
  

  We always address the issue on the spot, weather is discount, refund or whatever the case may be, in this case no information or notes are attached to her reservation.

  
  

  Unfortunately, she checked out already and her reservation was a special rate reservation.  I would not be able to adjust it.

  
  

  For a future stay, I can discount 30% of her bill.

  
  

  I will submit my report to Corporate in regard to this complain and in it will stay on her guest profile, in case she accepts the 30% offer any associate can assist her.

  
  

  
  

  Respectfully,

  
  

  ***** ********

  
  

  
  

  Customer response

  06/23/2022

   I am rejecting this response because:
  
  I do not frequent california usually, dont see myself visiting again in that location and most definetly would not plan staying there again, i would rather get 30% back refunded over 30% off my next stay that wont ever happen….

  Business response

  06/23/2022

  If Benitez needs to stay at a different location, I can totally issue her the 30% discount as long as she gives us a week advance notice.

  
  

  We have over 800 facilities all over the entire country.

  
  

  We can honor the discount up to a year from today's date.

  
  

  All this will be added to her file that I submitted to Corporate.

  
  

  
  

  Respectfully,

  
  

  ***** ********

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