Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation the day before for the 13-15 of September 2024. When I arrive there, I had a room that was a wheelchair assessable room because the shower was able to have a wheelchair rolled in. After moving all my stuff in and taking a shower and flooding out the bathroom floor the sink at vanity was clogged up. There was a change of shift around 4:30 and the new person in charge was able to assign me to a new room. However there was a basketball game that I was to attend a ******** ********** that I paid to go to. I also had gone to the dollar store across the street to buy my favorite toothpaste and bought a plunger to unplug the sink. That did not work. The game was over by the time I got to the dome. I believe that the front desk knew that if no one was going to bathe me in a wheelchair that that room was going to be flooded when I got out the shower. So my room was changed to down the hall. I found that to be quite exhausting at65 years of age to move in to a room two times in the same evening. The next day was an event scheduled they also. 65 years of age to move in to a room two times in the same evening. The next day was a event scheduled they also and I was out of the room most of the day. When I got home from the gala dinner. I pulled back my sheets and noticed it was blood dried and stale of a dark brown color popping through on my white cover sheet from the under pad that was also white. And I did tell the front desk the next morning that I distinctly remember missing that fresh Downey smell in the room across the hall from. The room that I found the bloodstained on the Underpad. I believe that if anyone had changed the sheets, they would’ve noticed that unless the last person who slept there pulled up the sheets themselves and it was assumed that the room was clean. I printed up all of my problems with both rooms and left a copy at the front desk . I believe at least $70 should be taken off. Or an appointment needs to be made with ***.

  Business Response

  Date: 10/02/2024

  Thank you for the information. As regards to your reservation. The staff provided excellent service to you in response to your claims. The room you booked (HN1) is a single king accessible room. When the problems were brought to the staff attention, they immediately moved you to a new room, however the new room was not a accessible room, we did not have another accessible available at the time. We inspected both rooms and found no evidence on the sink being clogged or that the tub/shower was leaking water. The staff was told by the guest that the real reason of moving from the 1st room was it was too loud in the hallway. The General Manager is on property everyday (7) Days a week and would have been more inclined to speak to the Guest directly then go to this. We Have refunded (1) Night of the stay. We will not accept the guest back into the Hotel in any future reservations.  We feel the staff did an excellent job dealing with all the guest demands. There were many.  

• Initial Complaint

  Date:04/23/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay at comfort inn Liverpool well over a month in advance and was to stay one night april 14, 2023. When I arrived in was told by the front desk that my reservation was cancelled. I was in shock as I checked the reservation number online right before leaving to drive to the hotel that day and all was good. The explanation I received was that at 1:59pm that same day that the manager emailed me and in the email stated that my credit card was declined and if I didn’t respond by 4:00pm my reservation would be canceled. I was on my way driving to the hotel so I did not see it. Even if I did I would have thought it was a scam. It didn’t give any information that seemed like it was from the hotel and had no phone number to call. Regardless I was given 2 hours to respond? No phone call? I showed up at around 4:45pm, so 2 hours 45 minutes after the email was sent. They told me my reservation was cancelled but they could get me a room at a much higher rate. What happened is that the credit card I booked the hotel with had been compromised, so I got a new card number from the credit card. The hotel was fully booked and my feelings are that this was a shakedown for more money. I agreed to pay more because I had no choice, I had driven their with my son for an ******* ** *** **** New York State competition of which he is on a team. I consider what happened to me to be unethical at best which is why I am filing this complaint after the hotel is unwilling to make it right.

  Business Response

  Date: 04/27/2023

  We had a Reservation for Mr. ***** ********* on a very high demand weekend April 14, 2023 whereas the rates were over $300. When he made the reservation he provided a non valid and or declined Credit Card. We reached out to the guest multiple times (1) Week prior to the arrival and the day before requesting for a valid form of payment and letting them know that we will cancel the reservation due to non payment guarantee, which the Hotel has the right to protect against Non-Payment Reservations. There was no response from the Guest. We did cancel the reservation day of arrival. The guest did try to check in, they were advised of the non valid credit card and we told him that we have been calling him multiple times for valid form or payment. Guest then demanded that we reinstate his reservation, however there were no rooms available. He has gone out of his way to damage the reputation of the Hotel, leaving very negative reviews on multiple websites. I will repeat that in order to leave reviews, you must stay at the property, in this case he went around the protocols just to leave multiple nasty reviews. We feel sorry for the guest and expressed our empathy to him when he arrived at the property, however when you make a reservation the Hotel has the rights to make sure it is guarantee is valid and not a bogus credit card. We have closed this case and have marked this name on our Do Not Rent List due to payment issues. 

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:   I have reviewed the response offer I reviewed appear below.  There are multiple Misstatements in the company’s response, which frankly only upsets me further. The first is that multiple attempts were made to contact us prior to cancelling the reservation. I received one email about 2 hours before checking in. At the time the message was sent I was driving to the hotel. I believe I have sent this email to BBB. I didn’t see the email until after attempting to check in. In fact my reservation was even still showing as valid on the corporate website. It was poorly worded at best and in this day in age appeared to be a fraudulent attempt to get my credit card information. Another mid statement is that I somehow tricked a system to post multiple bad reviews??? I made one review that is all! Where is there evidence to support either of these outlandish claims? I want the extra money they coerced me into paying reimbursed to my credit card.  Regards,  ***** *********

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  BBB spoke to the customer and the following was relayed: It seems that the business may have me confused with another customer. They did have a room and we did stay that night, I have provided a copy of the charge (attached). I also did not file multiple negative reviews. The business tried to charge $300 for the same room, their corporate office got it reduced to approximately $220. I am requesting the difference from the $220 to what the original reservation price was as we were not notified prior to the day of the card issue. The card issue itself was an unintentional oversight. Sometime after the reservation was set we had to have a new card reissued because of a fraudulent charge; the account was the same but the card number had changed.  Regards,  ***** *********

  Business Response

  Date: 05/05/2023

  We are very sorry to  hear that this was not resolved. Hotel procedures were follow. If a guest books a room with a non valid credit card, it is not our responsibility to hold a room/reservation or even contact the guest. He had amble time to provide the hotel with a valid credit card. Again, we held the room as long as we could and unfortunately with no communication back from the Guest, we cancelled the reservation. It is clear that if a reservation does not have a valid guarantee we have the right to cancel the reservation without any cause, this is the Hotel right by law. 

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel provided me with a room with bio-hazardous bedding, bodily stains all over the carpeting, and pillows. Requested a new room which was not much better. Checked similar reviews about poor cleanliness on Google, and the hotel owner leaves negative responses blaming the issues on customers. It is clear that the hotel owner is aware of the cleanliness problem but is neglecting to fix it.

  Business Response

  Date: 11/23/2022

  BBB spoke to business and the following was relayed:

  We did refund the customer and this has been addressed.