ComplaintsforComfort Inn "the Pointe"

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

     They charged us $922.43 three times when they told us that the total is $922.43

  Business response

  08/16/2024

  The business has faxed over to BBB signed documentation from the customer.  The customer had a total of 4 rooms reserved, they were not charged for the same room 3 times.  Also, the customer's signature is clear on the documents faxed to BBB that the No Smoking agreement was signed and acknowledged.  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation on *********** for 04/23/2024 at the pointe comfort inn. I was charged the full amount of $129.48. When I went to check at 415pm, they made me wait over 45 minutes to finish cleaning the room I was suppose to stay in for the night. When I went to finish checking in they wanted to charge me a deposit fee for $75. I wasn’t told by ******* or in an email or anything that they were going to charge a deposit fee. I told the front desk woman I didn’t have the deposit fee. She gave me a full refund I originally paid through ***********. I got my full refund. I left the property and went back home. Today I see there is a charge on my card for $129.48 from that hotel. I don’t know why I was charged again and no one is able to tell me why at the hotel cause their upper management that handles that stuff isn’t in when I called.

  Business response

  05/24/2024

  BBB spoke to the General Manager at the business and the following was relayed:Our policy is usually that there is no refunds if the reservation is not cancelled 48 hours ahead of time.  Also, on *********** it does say that there is a $75 deposit for any potential incidentals.  That is industry standard and it is returned to the customer after their stay.  I can send you a screenshot of where this is stated on ***********. Regardless of all of this though, we have refunded the customer the full amount of $129.48.  I can provide BBB with proof of this if needed.  As a goodwill gesture, we did make an exception to our policies and fully refunded this customer.  Thank you.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have booked country inn and suites in Niagara falls, NY for 7th- 9th July 2023. I had my family with me. Drove for 15 hours from Minnesota. After reaching here, our room were not available and waited for 2-3 hours for our rooms. Check in time was 4 pm and rooms were not ready until 6-7 pm. State was really rude and unhelpful, they had no answers for us. They left the counter so that they don't have to respond to the people. This was really disappointing and frustrating. They would not give us an extra minutes for check out time but ok with people waiting for 3 hours to check in. Rooms were dirty and messy. Carpet was really in bad condition, had stains all over. No blankets or pillows provided. Had to ask for those and again waited for two hours to get those blankets and pillows. Bathroom was not great either. Highly disappointed and would never come back here again.

  Business response

  08/14/2023

  Hi Kevin, I did not find a reservation under this name.  I found a reservation under a different name that does show the guest checked in at 4:53 PM.  When I looked at the letter again, the letter says the Country Inn and Suites.  Is it for the Comfort Inn The Pointe? I found a reservation under a different name that does show the guest checked in at 4:53 PM Thanks, 

  Customer response

  08/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The booking was under my husband name ********* *** but check in was done with my ID and not sure what booking you are referring but we had to wait long time and there were so many other families waiting and to add staff was extremely rude.  The hotel was Comfort Inn The Pointe. This is very disappointing and discouraging response from the business. You just lost a customer.  Regards,  ******** ***

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I Stayed 3 nights over the New Year Holiday weekend at this hotel. Dec 29th 2022-Jan1 2023 When I unpacked after returning from our trip back home (7 hour trip). I noticed my IPAD was missing. I left it charging on the table next to the T.V. I called the hotel and asked for the Manager and described by IPAD\Case and where I left it. I was transferred to the Housekeeping Manager Staff, who I relayed the description and details of my IPAD\location left. She took my name and said she will ask her staff and call back. She called back and left a voice message, I called back and she said that none of her staff turned in an IPAD during cleaning our room 617. I told her that whoever cleaned our room this is the person(s) she needs to talk to. She stated that she knew this person(s) and they would not take the IPAD. I told her that this person(s) did and were a thief and I am reporting this to the BBB. This is the last person(s) to enter the room when we left. Since this "Management" would automatically condone "staff - I know them" and say I don't believe they would take your IPAD and not hold them accountable for stealing property. I informed the Housekeeping person who I talked to that I am reporting to BBB. She didn't care, said whatever. I am hoping to have this business looked into for possible Thief's on the premises by staff by the BBB. Let the business know they have been reported by calling the Business HeadQuarters.

  Business response

  01/04/2023

  Ms. ******* was a guest in our hotel and check out on the morning of January 1.2023. She contacted the hotel the next day, January 2 late morning regarding an i-pad that she believed she left behind in her room.  THe housekeeping manager followed protocol and checked the found log and no such item had been turned in by the housekeeper that serviced the room when she departed.  This room was occupied by another guest on the evening of January 1st, who departed on January 2nd. The room was again check for the item in the unlike chance it was overlooked by the housekeeper and not found. The housekeeper, who has been an exemplary employee was questioned and did not see any i-pad in the room when she entered to clean in after Ms. ******* departed. This housekeeper has proven to be an honest employee, who has consistently followed protocol and turned items left behind by our guests into her supervisor.  We are indeed sorry that Ms ******* is unable to locate her i-pas but do not feel it was taken by our employee  Tricia M***** General Manager 

  Customer response

  01/05/2023

  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.  As I stated in my original complaint, My IPAD was left in my room 617 on January 1st.   I am an honest Christian.  Who has turned in many items left at various places and it just disheartens me that I know for a fact that whoever entered the room after me and my husband’s departure from our hotel room, knows what happened to my personal belongings I left behind.  I used my IPAD the night before Jan 1st, I faced timed with my granddaughter.  My hope is that this does not happen to anyone else at this hotel, especially with the person(s) that entered my room after departure.  I want this to be published, just so that others know and are very aware to not bring any personal items at this hotel, as I believe represents dishonesty.  Protocol or not does not prove honesty.  I would advise the Hotel Management Chain to monitor this person(s) more closely who entered\cleaned our room after our departure on Jan 1, 2023. I am now without my personal property that was given to me by my daughter, which meant a lot to me, which I left behind at this hotel, hoping to be turned in.  Please BBB publish this truthful experience on my sincere behalf of “BEWARE”. Since the hotel acknowledges my complaint that that their housekeeper that cleaned our room 617 did not turn in my personal property.  Which I still do not have as of January 5, 2023.  Regards,  ***** ******* 

*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. ↩