ComplaintsforComfort Suites

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been staying with Comfort Suite for 7 years. Everything started a year or so ago and there was a big strip of mold right above the window. I called and told them that I can't stay in this room because I am getting sick. We did find a room we did like and basically there was no mold. I stayed there and at that time there were issues with the cleaning and there were hairs on the bathroom floor and mold again. I made a reservation with them through management. I drove almost 7 hours and checked in and noticed it was not the right room. They said they can't rent that room and there was an electrical storm and the service was knocked out. My mother and sister in law came to try to help me take my things upstairs. I saw a room on the second floor. I went over to another hotel and they rejected my card. I found out that they had gnats. It was around 6 when I got to my room. I called the manager about room 309. The manager said I could stay Friday and Saturday and once the money would go back to my card. There was smoking in the hotel, my room was dirty, no elevator, the manager and I were arguing back and forth. I would like to get a refund.

  Business response

  08/07/2023

  She came here to stay, we were struck by lightning before she came to stay, so the elevator was not working.  She wanted a refund and we told her it would take a few days because it was via card.  She went to another hotel but was turned away.  She came back to our hotel and we had already gave her a refund.  We let her stay with the understanding that she would have to pay for her room.  I told her we are not giving her a free room.  We had her moved to the first floor and switched her room 3 different times to help her out.  She kept calling and trying to complain.  She agreed to pay for her stay.  

  Customer response

  08/07/2023

  Complaint: ********
  
  I am rejecting this response because:

  
  This manager is wrong on Many things He has stated. I was not turned away by another Hotel as He states. I had a room at another hotel.  Didn't stay there as They were Pet Friendly.  Didn't have many options that late in the day so went back to the Comfort suites where I got a 3rd floor room. Not the original room I booked. This hotel has had Many Many complaints.  Elevator has been out of service off an on for quite some time! As I stated No one was notified it was out of service! Drove 7 hours to find this out! They knew it wasn't working! Manager is extremely rude!!!! They did nothing about smokers near My room and employees have smoked near the front entrance in the Past during My stay there. If reviews were read by Many it would be seen that this hotel has So Many issues! Unleanliness  Employees focusing on their cell phones and Not Customer service smoking in Rooms Bad Rude Management and dishonesty! Can't believe He is a so called Manager???

  This hotel had every opportunity to notify their customers about the broken elevator. There was also a complaint I read that there was tape on the elevator, that is was seen out of service by another customer on one of their visits, and then saw maids taking tape off and using it???? Really!!!! The manager of this hotel personally booked My room. Booked it several weeks prior to My Visit. Never once did He reach out about the Elevator disfunction.  That electrical storm was a week or so Prior to My Visit at Comfort Suites. That is So Dishonest!  They knew it and waited for People to arrive so They wouldn't lose Money. That's unprofessional! This is My side of The Story. The Reviews of This Hotel should also tell You how They run Their Business and Treat their returning Customers.  Have been going to this Hotel for Many years.  Too many things have declined and Changed for the Worse! They Don't Care!!! They need to improve as People will stop giving Them Busines.

   

  sincerely,

   

  ***** ****

   

   

   

   

   

   

   

  
  Sincerely,

   

   

  
  
  ***** ****

  Customer response

  08/18/2023

  This Hotel needs definite better management! I don't feel I was treated well and other customers feel that way as well. The health Department also should be brought to this establishment as well for mold in their rooms and Uncleanness in their rooms as well. Again! There are So Many Complaints on their website.  Being charged for Dirty Rooms Smoke near My room when I was a Customer staying there and dealing with Rude Management as well is unnecessary and Unacceptable! Supposed to be a Smoke Free Hotel. Goes against Fire codes as well. 

  Thank you!

  ***** ****

   

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