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Business Profile

Hotel Reservation

Comfort Inn & Suites Convention Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/07/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Facility inappropriately put in dates for reservation, then, charged me for a "no show" on the behalf of their mistake.

    Business Response

    Date: 02/07/2024

    Guest booked a room a received a confirmation letter for his reservation.  The guest did not arrive and did not cancel.  The guest called to question the charges.  The front office manager explained that the charge was for a no-show.  The guest did not give the front office manage a chance to fully explain the charge or offer any resolution before he started cursing at her over the phone.  We probably would have reversed the charge for the guest if the guest would have civilly offered an explanation or just said he forgot to cancel.  Since he decided instead to immediately begin to curse and verbally abuse our employee, we will not longer being willing to work with him.  The charge will stand as stated on his confirmation letter.  If he can produce a reservation confirmation for a different date other than the one he was justifiably charged for, we can readdress at that time.  Even if he is able to prove that his reservation was for a different date, there is still no excuse for his behavior.  We are considering this matter closed.

    Business Response

    Date: 02/08/2024

    The no-show charge is valid and stated on the reservation.  Guest received a confirmation with reservation details including check-in check-out dates and cancellation/no-show policy.  If the guest can produce a confirmation letter with dates other than the dates he was charged for we would be more than happy to reverse the charges.  Otherwise the charges will stand and we will consider this matter to be closed.

    Business Response

    Date: 02/08/2024

    See confirmation letter and cancellation policy attached.  Guest verbally abused the guest service associate so we are not inclined to offer an exception to the policy at this time.  

    Customer Answer

    Date: 02/08/2024


    Complaint: ********

    I am rejecting this response because:

    Was I upset? Yes. However, no cursing occurred. If they have a recording of such, please produce. If they do have recordings, then that also implies that they have a recording of me requesting MAY 3 - MAY 6 as evidence that the EMPLOYEE input the wrong dates. 

    This facility has demonstrated absolutely poor professionalism and ability to conduct business. This seems as an absolutely fraudulent attempt to draw funds from a customer by blatantly putting in wrong reservations and charging no shows. 
    Sincerely,

    James H*****

  • Initial Complaint

    Date:10/03/2022

    Type:Product Issues
    Status:
    Answered
    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.
    On Thursday the 29th I checked in for two separate rooms; one for me and one for my disabled mother. Power went out Friday the 30th around 10:45am On Friday the 30th, power was still out. I had to check out around 7:18pm because the power outage was causing hardship for my disabled mother. I never got a receipt. I have attached my credit card statement of the charges. The rep on duty said they would issue a refund for the inconvenience. Grand total of refund is $720.39

    Business Response

    Date: 11/09/2022

    Business Response /* (1000, 5, 2022/10/06) */ The hotel has refunded the amount of 130.28 to the guests method of payment effective today. This refund is for the last night of the original reservation that was not used by the guest. Hurricane Ian caused a mass power outage for over 100,000 people in Charleston on the night of the 30th and we were unfortunately not spared those effects. I do understand how inconvenient this situation was for our guests. I am glad this guest was able to find accommodations with power the following night, and due to the circumstances, we will be waiving the cancellation fee for the final unused night of the reservation and refunding the one night that was charged in error. I hope this resolution is satisfactory. We hope that we can serve this guest again in the future under better weather circumstances. Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Grand total of refund is $720.39 Business Response /* (4000, 10, 2022/10/10) */ The total indicated by the customer is for the whole stay for both rooms, including nights where there were no issues with power or anything else. Hotel does not agree to any further refund as the services advertised were provided.

Comfort Inn & Suites Convention Center is NOT a BBB Accredited Business.

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