ComplaintsforComfort Inn & Suites-Navasota, TX

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Due to power outages with ***** we checked in and extended our original stay by one night. The hotel failed to complete this process correctly, so when we returned, we discovered the room had been cleaned out and about $600of Our personal items were missing. The employees in question acknowledges that she made the error and I saw this for myself. The hotel manager called me a liar, and refused to claim responsibility. The police were called, charges will be pressed, and I will be made whole! Absolutely disgusting service in the meantime. He called us liars and dismissed us out of hand.

  Business response

  07/15/2024

  Reason: Dear Guest Relations Team,
  
  I hope this message finds you well. I wanted to bring to your attention an incident involving a guest who recently stayed with us.
  
  The guest arrived on July 11, 20**, and stayed for three nights, checking out at 8:51 AM on July 14th. They subsequently made another reservation for the night of the 14th using a different credit card. We informed them that they needed to return before 11 AM on the 14th to complete the check-in process with the *** card. Unfortunately, the guest did not complete the payment in the morning.
  
  As per our standard protocol, our housekeeping team reported the room as checked out, and the guest's belongings were placed at the front desk. Per our policy, perishable items such as food were disposed of. When the guest returned at 9 PM, we returned their belongings and informed them that it is their responsibility to collect all their belongings, including any perishable items, by the 11 AM checkout time. We also advised them to return after 3 PM for their check-in due to the different credit card issue and outstanding payment.
  
  Regrettably, the guest called local law enforcement, claiming items were missing, resulting in police case #**-00474 being opened. Despite our offer of a $25 courtesy gesture for food replacement, the guest declined it.
  
  Please be assured that both our front desk and housekeeping teams followed our protocols diligently. We communicated the necessary procedures in advance to prevent any penalties being charged to the hotel that form we already submitted to Choice guest relation team and give camera footage to local police.
  
  Thank you for your attention to this matter.
  
  Best regards,
  *************************
  
  

  Customer response

  07/16/2024

  Complaint: 21991829
  
  I am rejecting this response because: 

  Video and audio footage (requested by and promised to police by *************) will show that we did in fact attempt to check out  and check in at approximately 9 am, Sunday  but hotel staff, by their own admission, FAILED to complete the process, resulting in our original stay being checked out, but the additional night not checked in. This error  by staff opened our room to the events resulting in this complaint, and as such, it is the responsibility of the hotel owner to make us whole. This admission of error was witnessed by myself, police, AND the hotel owner. It is noted in the police report. 

  There is a young woman named ******* who confirmed the whole thing and even showed me, the officer, and the hotel manager the message to sent to her by night staff alerting her  that she had NOT checked us back in as she should have. When we arrived back at the hotel, we actually were checked in using the card that had been put on file the night prior, again confirmed by audio/video. ************** denies this fact also. 
  

  Furthermore, staff did NOT notify us regarding ANY belongings as per *************** stated protocol, even the ones that were recovered. They also didnt make notes on the tablet ************* claims these situations are noted on. I visually confirmed this myself as did the officer present. 
  

  Regardless, our room should not have been entered or cleaned, as we were told that we had completed the required process to extend our stay. ************** dismissed the error on her part as Shes a trainee and tried to hold US accountable for knowing and enforcing his policies and procedures, when we are not employees of his hotel. He is doing everything he can to stall production of the video evidence. 

  This is a dishonest man. He needs to be exposed and this matter needs to be resolved. 
  
  Regards,
  
  *********************

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