ComplaintsforComfort Inn and Suites
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Complaint Details
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Initial Complaint
03/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I stayed at the comfort suites on **** *************************** in ******* called Madison **** the chain. I checked in on 3/3/2023 and checked out on 3/5/2023 at 10:30 am. They charged my $286 when I checked in. The room for $102 a night plus tax and an incedental fee of $50 to be returned at check out. When I got home after checking out I noticed 3 additional charges on my bank account two for $118 each . One for $242.76 the correct amount and still the $286 is there. I called corporate phone number and they said they didnt know why call the front desk after making a fuss they agreed to refund me but it would take 14 business days to get back money they shouldnt have taken. I then called the front desk as told the next morning and was told by the manager that her new employees did not check me out of my room when I checked out and it caused their system to continue charging me. She assured me however that she called in the General Manager and he came and fixed it and the money would be back in my account today 3/7/2023. It is still not there. I need all of my money including for the stay this is ridiculous.Business response
03/07/2023
This is not the comfort Suites, this is Country Inn and Suites in ****************.Customer response
03/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
05/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
3/17-3/18 and then 3/18-3/19 stay (we stayed too consecutive nights with two different reservation numbers.) I made the booking through bookings.com. After checking out of the motel, and checking my credit card statement later that week, I realized that an additional hundred dollars had been charged to my credit card. I contacted the motel three different times, and finally on the third time, today, 5/13/22 a manager was available to talk to about the situation. Apparently, the $100 was a cleaning fee that was charged because of the state of the room. My family always leaves rooms in good condition, we do not smoke; I am a physician, and my husband is a teacher. As professionals, we have a standard of living and respect for our environment. I have no way to prove that the room was in good condition, because I did not photograph the room when we left, assuming there would be no issues. This is the first time this has happened to us, and when I talked to the manager ***** he said you will not be getting that money back. Do not tell me how to run my business and hung up on me. I am finally a complaint to get my $100 returned, not only because the room was not left in disarray, but because of the disrespect I felt that a male in authority was giving to me.Business response
05/23/2022
We refund $100 cleaning fee to guest.Let me know if there is anything else we need to do.Customer response
05/23/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for the refund. I did review all terms I could find on booking.com and could find no mention of additional fees, and, unfortunately I did not receive an email from the manager I spoke with when I asked for written acknowledgment of accepting additional fees. Thank you again.
Regards,
*******************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.