Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  Comfort Inn Airport Albuquerque Itinerary **************  My wife and I checked in on June 6, 2024 and were supposed to checkout on the 10th of June. We were charged $594.55. We only stayed 2 nights because while the suite was billed as accessible, there were some issues: The accessible room was too far from the main entrance, making it difficult to walk to the front desk and front exit. The southern first floor exit adjacent to our room was very difficult to maneuver especially for someone with a walker or a wheelchair since it was a narrow, tight and steep slope leading to the parking lot driveway. The hallways were poorly lit. Our room bed was too high for someone with bad back (my wife) to climb into. The sofa couch mattress was worn and too thin for comfort. The bathroom lighting was very dim. The grab bars in the bathroom don’t wrap around. There was no shower chair for the roll in shower. We had to leave are the second night because the pain and discomfort was too much for my wife, We are asking for an adjustment/credit for the two nights we did not stay at the hotel.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made multiple hotel reservations for a future trip to New Mexico directly on the Choice Hotel website back in November 2023. Reservation#s ******** ******** ******** ********  Reservations were guaranteed with a credit card. A few days ago the hotel in Albuquerque tried to call me directly but left no voicemail. Shortly, i received a email from the hotel(Amanda) stating due to a glitch they cancelled all my reservations without any further detail. I emailed back for more info but no reply. I did not cancel nor authorize cancellation. I believed the hotel cancelled on their own because the rate that i booked at is much lower than the current rates for the same dates. If the system somehow cancelled my reservations due to s glitch, the easy fix is to manually enter new reservations for the same date and rates i had previously booked. Personally, i think what happened is illegal. It is like breaking a contract. If not illegal, definitely shady business practices that shines a very negative light on the Choice Hotel brand. I am looking for fair resolution to the issue. The 4 reservations can be reinstated or points can be given to my loyalty account equivalent to 2 free nights since the rates are now 3x as much as when i booked. I prefer the points instead of the reservations being reinstated since i fear retribution if i stayed at that particular hotel. Plus, i would not want to give my money to a shady/crooked independent hotel owner. I believe a fair amount of points is 100,000 since the rooms i reserved were suites. If you need further information or details please contact me directly. I have been traveling nearly 40 years and have never ever seen anything like this before. I book my travel early since i plan ahead. I booked a **** ******* my last trip to Albuquerque almost a year in advance and there was no issues with the rates or stay.

  Business response

  04/03/2024

  ---------- Forwarded message ---------
  From: ********* **** ********************************>
  Date: Tuesday, April 2, 2024 at 7:05:19 PM UTC-4
  Subject: BBB Complaint 21513461
  To: **************** ****************** *** ***** ****** *******************************
  

  
  
  

  Hello team,

  
  

  We're forwarding this BBB case since it's related to a hotel complaint. The BBB Complaint ID related to this case is 21513461. I've attached their contact information below:

  
  

  Comfort Inn Albuquerque Airport

  1801 Yale Boulevard Southeast  Albuquerque, NM 87106

  ****** *************

  ****** **********************

  
  

  BBB Complaint ID: ********

  Consumer name: ***** ***

  Choice Privileges number: *******

  CID: ********

  
  

  Thank you for the assistance.

  
  

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

  Specialist, Social Media

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

  Customer response

  04/26/2024

  Any update on this?  My complaint was transferred back and forth to different BBB offices.  I want to make sure this didn't get lost in the shuffle.

  Business response

  05/17/2024

  ---------- Forwarded message ---------
  From: ******** ******* ***********************************
  Date: Wednesday, May 15, 2024 at 6:54:16 PM UTC-4
  Subject: BBB complaint ID ********
  To: Dispute Resolution Team <****************>
  

  
  
  

  Hello team,

  
  

  Can we please have your assistance in routing Complaint ID  ******** to the following hotel?
  
  

  Comfort Inn Albuquerque Airport
  **** **** ********* ********* ************ ** ***** ****** ************* ****** **********************

  
  

  
  

  Thank you,

  
  

  
  

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

  Specialist, Social Media  

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hotel reservations for three rooms (Confirmation #******** * ********** on 11/11/23 and 12/30/23 from October 4-7,2024 to attend the balloon festival, with a total cost due of $1,039.56. On March 22, 2024 we were notified of a glitch in the hotels reservation system for the month of October 2024 and our reservations were cancelled. When attempting to restore the reservations we were told we could only contact the hotel manager by email, which we did on March 23, 2024, but never heard back from him. We were able to talk with him on 4/8/2024 and he said he could not help us restore our reservations. Our only option is to re-book at the current hotel rates which would total $3,591 plus tax. This is just about a greedy business owner who wants to make 2.5 times more money for the rooms we booked at the rates listed in 2023. And by waiting until now to contact us the availability and cost of quality hotel rooms for this time period has gone up everywhere in Albuquerque. I don't think honest and respected business people should act in the mannner that this hotel manager has in the treatment of our reservations.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩