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ComplaintsforComfort Inn & Suites
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Dear Choice Hotels Corporate Team, I am writing to express my deep dissatisfaction and concern regarding my recent stay at the Comfort Inn & Suites Mt. Laurel-Philadelphia, located at *** ******* ****, Mt Laurel Township, NJ 08054. The experience I had during my stay from June 20th to June 21st, 2024, was highly disappointing and raised serious questions about the professionalism and integrity of the hotel’s management. Upon checking in, I was informed of a $20 fee for a late checkout at 1 PM on June 21st. After discussing this with the front desk receptionist, they agreed to waive the fee as it was our first stay and we had a wedding to attend the next day. This initial gesture of goodwill quickly turned sour. I offered to pay the fee in cash, but was told the hotel does not accept cash payments, which was inconvenient and necessitated last-minute adjustments to our plans. The situation escalated dramatically on June 21st. At 11 AM, I received a call from the General Manager, who identified herself as an Indian woman. Her tone was exceptionally rude and she threatened to call the police if I did not pay the $20 late checkout fee, despite the prior agreement. Her approach was aggressive and unprofessional, showing a blatant disregard for basic customer service principles. Shockingly, she also attempted to charge me $60 instead of the agreed $20, which felt like an attempt to exploit the situation for financial gain. This behavior is both unethical and unacceptable for a manager in the hospitality industry. To further compound the issue, when I inquired about the identity of the manager, both receptionists refused to provide their names or any identifying information, which prevented any form of accountability or resolution. This lack of transparency and refusal to communicate clearly reflects a concerning lack of professionalism within the hotel’s management. PLEASE READ ATTACHMENT. Sincerely, ****** ********
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.