ComplaintsforComfort Inn & Suites
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Complaint Details
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Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I called the Comfort Suites in Salem on 5/30/24 to request a refund since we are unable to make our trip there for June 7th - well over a week in advance. I spoke to ***** who said I didn't qualify for a refund due to the huge discount I received when booking this room through Expedia. However, I had your site pulled up and saw the rate would be $170. I failed to see how $22 is a huge discount. When I mentioned this, ***** laughed. So I asked her if she thought this was funny. She continued to be rude and condescending about my concern as to why I couldn't receive a refund. I find this policy outrageous and the staff extremely unprofessional. How is $22 a huge discount?? Every hotel I have ever stayed at has a refund policy within a certain time frame - I am giving well over a week in advance. This policy is wrong and should not be allowed. And the ridiculous excuse to steal people's money in this manner is wrong as well.Business response
05/31/2024
This complaint is not for the Comfort Inn & Suites. It clearly states in the complaint the Comfort Suites also names a Front Desk clerk ***** that works there not at the Comfort Inn & Suites. Please take this off of the Comfort Inn & Suites and send to the Comfort Suites at the following email: **********************************Business response
06/07/2024
You did book a non-refundable rate so that is what that rate is! Please call Expedia and they will explain what a non-refundable rate means. You were informed at the time of booking that the rate you are booking is non-refundable and in turn you got a discount. You choose to book that rate vs the rate that was cancellable but a higher amount. Please call your travel agent, in this case Expedia, for your concerns.Customer response
06/07/2024
Complaint: 21779457
I am rejecting this response because: Expedia offered me a refund and called YOUR HOTEL with me on the line to get approval FROM YOUR HOTEL which you REFUSED and REJECTED. Once again, stop trying to pass the blame on to Expedia. They were more than willing to refund me but said you had to give the final approval. They understand the value of the customer, unlike Choice Hotels.Your whopping $22 discount is NO REASON to steal people's money. This practice of non-refundable cancellations is horrible business practices and needs to be illegal which I have brought to the Oregon Attorney General's attention. This is corporate greed and thievery and nothing more.
Sincerely,
***********************Initial Complaint
03/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I booked a room for my parents using Priceline.com I booked Thursday 3/28-3/31. I called on Wednesday 3/27 at 5:29 pm to confirm reservation with hotel directly. I was immediately placed on hold, the young man then picked up the phone and rushed through getting information. He said there was no reservation under my mothers name. I then provided my name, thinking maybe there was an error in the booking, and he said nothing under my name. I asked if there was availability for Easter weekend, he said possibly. I explained the situation to my mom, and we ended up using a different hotel. 3/29/24, I was charged $97.24. So I called the hotel and I guess it was the same guy I talked to Wednesday. He was so rude, yelling at me and repeating the same thing over and over. He said I had to call Priceline. I called them and they said they couldnt help me, I had to contact the hotel, they tried to call the hotel with me on the phone and the hotel didnt answer. I called headquarters for comfort inn and it took them several times to contact hotel. They stated I needed to calm back in 20 mins for manager. She was so rude, telling me to get my story straight. Calling me a liar. They stole money and lied. This is such poor business practice.Business response
04/26/2024
We do want to apologize sincerely for the misunderstanding with ******************. We did find the reservation under ******************************* and have issued a refund back to the credit card on file in the amount of $97.64.
Sincerely,
*********************
Assistant General Manager
Comfort Inn ,Salem ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.