ComplaintsforComfort Suites Rock Hill Manchester Meadows Area

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have tried to resolve this refund request from Comfort Suites on my own along with my husband since our hotel stay and when I did not get a response I filed a dispute of services with my credit card three times and Comfort Suites is providing false information to not refund me.Had multiple problems with the hotel.Amenities they advertised online like the heated pool were not working.When I informed the front desk they said heater pump broke and a work order was placed to fix it the following day.When the pool issue was 'repaired' we went to the pool and it was freezing cold. We told the front desk again and the pool was not fixed during our stay and could not use it.Our key card to our door was not working the entire trip.We went to the from desk multiple times each day to get help to enter our room.They had maintenance come to the room and said it was a battery issue. He replaced the batteries but that did not fix the issue.The front desk had to give us new keycards every time.The major issue was that I found another women's ******* in the hotel room along with a hanger. I was furious as it was just my husband and infant traveling no other guests.I repeatedly tried to contact the front desk, security and hotel manager to review cameras to see who entered the room.After multiple calls the manager called me once and did not leave a message to follow up. Original booking was $492.98 they charged ******.I included call logs provided by my phone company of my multiple attempts to reach the manager and the hotel customer service line and they were unable to resolve my issue.I included my banks dispute results which stated the hotel would not provide a refund because "Guest stayed the entire 5 nights without any problems" which was false.There were work orders placed for the pool, keycard entry issue and request for security footage.Additionally, the hotel included other guest information breaching privacy.I am now contacting BBB for support in a full refund for ******.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Monday, June 26, 2023, my daughter made a hotel reservation with Comfort Suites in *************. She booked our reservation through booking.com. The booking was complete. We paid $209.39 in advance. We received a receipt stating that the payment was received and paid in full. We received an confirmation number for our reservation. We received a pin number for our reservation. Confirmation Number - ********** The Pin Number **** (confidential). We booked from June 26, 2023 until June 28, 2023. When we arrived at the hotel, we stated that we made a reservation. My daughter gave her name (*********************). We told them that the room was paid for in full in advance. We told them that we have our confirmation number, as well. We were immediately asked for ID. My daughter gave the front desk clerk her ID. It was at that moment that the clerk denied our reservation. She stated that it was company policy not to allow local residents within 50 miles to stay at Comfort Suites. She then pointed to a sign taped to the front desk that stated the policy. We told her .that, when we booked the reservation, that we were not informed of such policy and that the reservation was made and our payment was received and and taken out of our bank acct. She reiterated the policy. It was We explained that, the hotel took our money and we were not informed of such a policy, while making our reservation. We asked to speak to the *** We were denied 5 times before we the clerk called the ** at home. We also asked for a refund and we were denied. We called the corporate customer service and were advised that the ** had the discretion to still allow us to check-in because it was paid in advance. The ** stated that we woke her up and her discretion is to deny us. This was a retaliation move. Retaliation is against the law. Also, there we were in the lobby and a White ***** made a reservation on the spot. She was NOT asked for ID. Racial Discrimination. Denying people within 50 miles discriminates.

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