ComplaintsforComfort Suites

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called this location after our ****** had been unexpectedly canceled at the last minute. We booked this Comfort Suites online and went immediately to the location. We arrived at the location within 20 minutes. Once we got there, we discovered that there was a horrendous odor throughout the building, and the rooms were extremely filthy. We requested a refund on our deposit since it had not been half an hour from the time we booked to the time we arrived. We were told they would not do that. We proceeded to call the next day to speak with a manager. We were told that they could refund the money, but it was up to their discretion. They decided not to refund our deposit. Considering that we wanted to cancel within 20 minutes of booking our rooms and the condition of the hotel, we do not feel that it is right that they would keep our money. We would like our deposit of $400 back.

  Business response

  08/27/2024

  Thank you for contacting us regarding your recent booking at Comfort Suites. We appreciate your feedback and want to clarify a few points regarding your experience.
  We understand that you found the lobby to have an unpleasant odor, which led to your decision to request a cancellation. However, we would like to note that the hotel was 90% occupied during your stay, and we did not receive any similar complaints from other guests about the lobby. Our team ensures that the property is well-maintained, and we take the cleanliness and atmosphere of our hotel very seriously.

  
  It's important to remember that when a booking is made, the reservation is held exclusively for you. This means that, even within a short time frame, the room is not resold in anticipation of your arrival. As per our nationwide policy, which aligns with industry standards across hotels, car rentals, and airlines, last-minute cancellations are subject to charges. These terms were outlined on the reservation page and in your booking confirmation.

  
  While we regret that you were dissatisfied with the initial impression, the decision to maintain the charge is in line with our policy. We hope you understand that this policy is in place to ensure fairness and availability for all guests.

  
  Unfortunately, at this time, we are unable to issue any type of refund.  Thank you for bringing this to our attention. We hope to have the opportunity to better serve you in the future.
  

  
  Best regards,

  **** S
  

  Customer response

  08/28/2024

  The odor was not the only reason we requested the refund. We arrived at the location within 20 minutes of booking it. We were unhappy with the condition of the rooms as well. These rooms had not been booked days, weeks or months in advance therefore holding rooms that could be booked with other customers. Had we booked the rooms far in advance, we could certainly understand the reason for Comfort Suites not issuing a refund. Keeping $400 to hold rooms for less than 20 minutes seems unreasonable and is very poor customer service. 

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 4, 2022, I, *************************, tried to pay for one night at Comfort Suites. On March 3, 2022, I called for an early check in & was told I can come in early & I also called about 10 minutes prior to arriving for early check in. I paid $300 in cash and was told to wait 30 minutes for a room. 2 hours later my room still wasn't ready. I briefly spoke to the owner and he just brushed it off and said check in wasn't until 5 & since it was 3pm I asked for a refund and when that was denied & I asked to reschedule so I can cancel & I was ignored by the female employee and continued to answer the phone. After 20 minutes, they finally gave me back my security deposit ($100) but took it off my card since I knocked over a water container on my way out. Im not sure why they did that since they just stole $200 from me & the container costs way less than $50. The owner is now denying my calls after having a PRIVATE conversation with his employee that just stole my money.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A room was booked for 02/05/22. unfortunately my husband and I tested positive for Coronavirus.i emailed the third party Travelugo, and informed of the situation and asked for a refund. Per Travelugo contacts comfort suites and were also provided proof of positive test. My husband was very ill for weeks, and we were not accommodated in any way, or even received a courtesy call or email. We requested refund since the medical bills piled up and they showed no remorse in helping or making exception for our situation.

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