Comfort Inn Hotel & Conference Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is the very same information they gave me when I tried to resolve the issue with themI and again my reply was, I've never called another comfort inn in [redacted] MDThat's the ONLY hotel we've ever stayed atThe front desk clerk [redacted] is rude and disrespectfu, I don't care how long someone's worked at a job she's not fit to work with the publicJust read the reviews online and you will see the issues they have with customer service I've stayed at the hotel numerous times and received a roll a way bed for my youngest daughter, it's not my fault it's not on the recordThe one time last June they "charged" us for one we didn't receive it we were told they were "all out" that was never refundedAdditionally, Ive never been compensated for my inconveniences and management just keeps covering for their Disrespectful employee Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hotel did not hold the room for me as stated in their replyIn fact when I contacted the hotel and travel agent company, they both told me that the room was cancelled, and that they had the option to re-book the room to anyone they pleasedAs a result, when I arrived in Maryland, I had to sleep at a rest stop because I was told the room I booked was no longer availableInitially when I filed the complaint I was upset because the hotel chose not to be accommodating, which to me is absurd since they are in the hospitality businessNow I am upset because I feel that I was lied to, and my money was taken without anyone other than me trying to determine a feasible solution Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because :they are lyingOur room was registered to my husband [redacted] ***We paid for the room on our cardWe NEVER authorized anyone to charge anything to our roomIt was illegal for the bar and the front desk to charge $to our credit cardWe weren't there when it happened and it was a fraudulent charge It has been nothing but a nightmare since the night we checked inI have never experienced an establishment that was so unprofessional and extremely rude!!!!The management needs to find a way to talk to their customers with more respect and less like they are talking down to someone Regards, [redacted] ***

We did already respond to [redacted] when she lodged a complaint with Choice Hotels International No refund is justified [redacted] checked into a room registered to [redacted] (her father in law) and she was listed as the second adult When she checked in she used her credit card to pay for the room and any incidentals The bar tab was charged to this room by her father in law and the groom (also her room) and signed by her father in law who was registered in that room Because her credit card was on that room it was charged for the bar tab While she was checking out of the hotel, several members of the wedding party put their credit cards on for payment of the bar tab so the only charges to [redacted] ***'s credit card were for the room and tax We informed [redacted] that the authorization we put on her card to cover the bar tab would shortly drop off as her card was not the one ultimately charged for the bar tab We did check our security camera at the bar and did see [redacted] at the bar with the groom We did absolutely nothing wrong and [redacted] should not receive any refund for the reasons given

Had responded to *** *** vial email on 5/29/14. We reviewed our front desk camera footage during the time she called the hotel. *** was on duty. She is one of our very best desk clerks and has been with us for years. *** *** provided us with her phone records
showing a call for minutes at 2:pm and a call for minutes at 2:pm. We do not have a rate of $she claimed and had plenty of rooms on June 10th on the day she called. Our government rate hotel direct is $94.50, she booked on line and got a rate of $which is a special deal available only on line. She stayed with us for nights at the $rate. It looks like she must have called another hotel after the second time she called us. Per her phone record, the second time she called us was for only minutes so she could not have been put on hold for minutes. We only had one front desk clerk on duty so she could not have spoken to a different person the second time she called. Can fax you the phone records she sent us. She was charged for rollaway beds when she stayed with us in the past. We always charge $per night for a rollaway bed

Sorry but last notice from Revdex.com did not have the complaint attached that I could see This customer was a no-show at our hotel on the night of 12/31/ He had booked his reservation on his arrival date, at 10:am on 12/31/through a travel agent (*** ***) to get a special
rate of $through the Choice Hotels SIT program He pre-paid for this reservation through Choice Hotels International via the travel agent We did not get a cancellation of the reservation so we did hold the room for him all night The reservation we had for him through the SIT program shows that it had to be cancelled hours in advance That would have been impossible as he made the reservation at 10am on the day of arrival He must have been informed that the reservation could not be cancelled when he booked it There is no way for us to do a refund as the travel agent already booked this reservation and received commission on it and we did hold the room for him all night Do not understand why he had to wait minutes to talk to someone at our hotel unless he was waiting for a manager to return his call

We have nothing further to add to what we have already submitted

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Complaint: ***
I am rejecting this response because: I stated when I filed this complaint I wasn't looking for compensationMy last reply was stating that I never had recieved a compensation at the time if the incidentI don't want their moneyI've never recieved anything but an "I'm sorry" and continued disrespect from the companySo as the Revdex.com you're allowing this company to treat it's customers this way? Wow, that's really sadThe counter clerk should be fired.
Regards,
Brianna Ketcham

We are very sorry but we have fully researched this complaint and do not feel that any compensation is warranted

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Hotel did not hold the room for me as stated in their reply. In fact when I contacted the hotel and travel agent company, they both told me that the room was cancelled, and that they had the option to re-book the room to anyone they pleased. As a result, when I arrived in Maryland, I had to sleep at a rest stop because I was told the room I booked was no longer available.
Initially when I filed the complaint I was upset because the hotel chose not to be accommodating, which to me is absurd since they are in the hospitality business. Now I am upset because I feel that I was lied to, and my money was taken without anyone other than me trying to determine a feasible solution.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It is the very same information they gave me when I tried to resolve the issue with them. I and again my reply was, I've never called another comfort inn in [redacted] MD. That's the ONLY hotel we've ever stayed at. The front desk clerk [redacted] is rude and disrespectfu, I don't care how long someone's worked at a job she's not fit to work with the public. Just read the reviews online and you will see the issues they have with customer service.  I've stayed at the hotel numerous times and received a roll a way bed for my youngest daughter, it's not my fault it's not on the record. The one time last June they "charged" us for one we didn't receive it we were told they were "all out" that was never refunded. Additionally, Ive never been compensated for my inconveniences and management just keeps covering for their Disrespectful employee. 
Regards,
[redacted]

We have nothing to add to our prior response.

We did already respond to [redacted] when she lodged a complaint with Choice Hotels International.  No refund is justified.  [redacted] checked into a room registered to [redacted] (her father in law) and she was listed as the second adult.  When she checked in she used her credit card...

to pay for the room and any incidentals.  The bar tab was charged to this room by her father in law and the groom (also her room) and signed by her father in law who was registered in that room.  Because her credit card was on that room it was charged for the bar tab.  While she was checking out of the hotel, several members of the wedding party put their credit cards on for payment of the bar tab so the only charges to [redacted]'s credit card were for the room and tax.  We informed [redacted] that the authorization we put on her card to cover the bar tab would shortly drop off as her card was not the one ultimately charged for the bar tab.  We did check our security camera at the bar and did see [redacted] at the bar with the groom.  We did absolutely nothing wrong and [redacted] should not receive any refund for the reasons given.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because :they are lying. Our room was registered to my husband [redacted]. We paid for the room on our card. We NEVER authorized anyone to charge anything to our room. It was illegal for the bar and the front desk to charge $300 to our credit card. We weren't there when it happened and it was a fraudulent charge.  It has been nothing but a nightmare since the night we checked in. I have never experienced an establishment that was so unprofessional and extremely rude!!!!. The management needs to find a way to talk to their customers with more respect and less like they are talking down to someone.
Regards,
[redacted]

Review: My husband(fianc at the time) and I stayed at the comfort inn in [redacted] Maryland for our wedding weekend. When we went to check out on October 5, 2014 we were informed that there was a $300 bar tab charged to our room the night before that we needed to pay in addition to our $329 for the 2 night stay. We weren't in the bar and the charges weren't ours. Apparently someone in our wedding party told the front desk to charge it to the bride and grooms room. We never authorized any additional charges to be added to our room nor were we downstairs during this time to ok this money being added to our room. They made us pay the money. When we got home and I checked my bank statement, I realized that not only did they charge my account the $300 and the $329 but they took a total of $1229 out of my account. We went back up to the hotel to talk with someone about the charges on that Sunday (October 5). The front desk person George, was very rude and non helpful. He would call the manager but not allow us to speak to her. He was laughing on the phone with her and basically mocking us for wanting this straightened out. He was disrespectful to me and I believe that it is because I am a woman. He would completely ignore me and just speak with my husband. We left for our honeymoon early Monday morning so my mother in law had to deal with the hotel to get our money refunded. When I got back into the country on Saturday (10/11), I noticed that the hotel charged my account AGAIN!! I reached out to choice hotels customer service but I still haven't gotten a resolution. I called Comfort Inn in [redacted] today and spoke with the manager. She was extremely non apologetic and not willing to help me. She also claimed that she had never heard about this situation until today. I know this is untrue because George called her last Sunday to tell her what was going on. I asked her why someone was allowed to charge money to my room(fraud) without my authorization and she basically told me it was no big deal because it was paid.Desired Settlement: I would like a refund of my stay($329) for the way I was treated and the headache this has caused us. Our account went into the negative because of the $1229 that was charged to my account originally. I would also like an apology for the way I was treated. I also feel like my wedding party needs a refund for the money they paid on the bar tab that was applied to my room without our knowledge or approval.

Business

Response:

We did already respond to [redacted] when she lodged a complaint with Choice Hotels International. No refund is justified. [redacted] checked into a room registered to [redacted] (her father in law) and she was listed as the second adult. When she checked in she used her credit card to pay for the room and any incidentals. The bar tab was charged to this room by her father in law and the groom (also her room) and signed by her father in law who was registered in that room. Because her credit card was on that room it was charged for the bar tab. While she was checking out of the hotel, several members of the wedding party put their credit cards on for payment of the bar tab so the only charges to [redacted]'s credit card were for the room and tax. We informed [redacted] that the authorization we put on her card to cover the bar tab would shortly drop off as her card was not the one ultimately charged for the bar tab. We did check our security camera at the bar and did see [redacted] at the bar with the groom. We did absolutely nothing wrong and [redacted] should not receive any refund for the reasons given.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because :they are lying. Our room was registered to my husband [redacted]. We paid for the room on our card. We NEVER authorized anyone to charge anything to our room. It was illegal for the bar and the front desk to charge $300 to our credit card. We weren't there when it happened and it was a fraudulent charge. It has been nothing but a nightmare since the night we checked in. I have never experienced an establishment that was so unprofessional and extremely rude!!!!. The management needs to find a way to talk to their customers with more respect and less like they are talking down to someone.

Regards,

Business

Response:

We have nothing further to add to what we have already submitted.

Review: On 5/23/14 I called comfort inn in [redacted] MD two times. Because I prefer making my reservation with the hotel directly. The first time @ 2:01pm I called I was given a quote and but I was getting a different rate online, the woman I spoke with was very pleasant. She suggested I book online to get the extra discount I was inquiring about. So I reserved online and it basically came out the the same rate she had given me so called back @ 2:12pm to see if it was because she gave me that with the tax. When I called back they answered "Front Desk Please Hold" I held for around 10 mins or so, another woman answered the phone said "is there Something I can help you with" (in an not so friendly tone) I explained I had called not 20 Mins before and was inquiring about the rate I was given. I gave her my name, she very rudely said "not at this hotel you di-ent" (in slang as written) So I explained when I was trying to book for June 10-12 etc she said "that rate is 124$ a night and were booked solid" I said I'm sorry I don't deserve your attitude and she said "excuse me" again rudely I just hung up, and filed a complaint. The second person I spoke to was NOT the original woman I spoke with. She wasn't nice at all! I was not given a name either time. It was shocking because we come thru there about 5 to 6 times a year when traveling and we have stayed there for the last 3 years! I've never been talked to so rudely, I don't feel that is appropriate. THEN when I checked

In on June 10, 2014 I asked for a roll away bed. [redacted] was the clerks name she rudely said to me that's 15$ a night. I said I've been getting these beds every time I come and I've never been charged. Extremely rude she replied with "well today you are" so I emailed the General Manager [redacted] who I've been in contact with since my reservation issue, nothing was done. This issue thru video surveillance by the GM has noted that [redacted] was the SAME person I received the rude behavior from the time I called. No action was taken, she stood right there while I checked in, in front of my teenager and was disrespectful to me. I have made complaints to the corporation of Choice Hotels as well as this complaint, because the GM and Assistant GM have done NOTHING!!! To correct the behavior of this desk clerk. Yet protect her because of her time of service to them. It is ridiculous that as a military spouse and member of Choice Hotels, I get treated this way.Desired Settlement: I suggested some sort of compensation for the rude behavior of this employee as well as her removal from her position. She is not fit to work with the public if she can't get her act together. I never received compensation for the disrespect I received TWO times from the same individual. All I got was several emails apologizing for the "Inconvince".

Business

Response:

Had responded to [redacted] vial email on 5/29/14. We reviewed our front desk camera footage during the time she called the hotel. [redacted] was on duty. She is one of our very best desk clerks and has been with us for 8 years. [redacted] provided us with her phone records showing a call for 5 minutes at 2:01 pm and a call for 4 minutes at 2:12 pm. We do not have a rate of $124 she claimed and had plenty of rooms on June 10th on the day she called. Our government rate hotel direct is $94.50, she booked on line and got a rate of $89.25 which is a special deal available only on line. She stayed with us for 2 nights at the $89.25 rate. It looks like she must have called another hotel after the second time she called us. Per her phone record, the second time she called us was for only 4 minutes so she could not have been put on hold for 10 minutes. We only had one front desk clerk on duty so she could not have spoken to a different person the second time she called. Can fax you the phone records she sent us. She was charged for rollaway beds when she stayed with us in the past. We always charge $15 per night for a rollaway bed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It is the very same information they gave me when I tried to resolve the issue with them. I and again my reply was, I've never called another comfort inn in [redacted] MD. That's the ONLY hotel we've ever stayed at. The front desk clerk [redacted] is rude and disrespectfu, I don't care how long someone's worked at a job she's not fit to work with the public. Just read the reviews online and you will see the issues they have with customer service. I've stayed at the hotel numerous times and received a roll a way bed for my youngest daughter, it's not my fault it's not on the record. The one time last June they "charged" us for one we didn't receive it we were told they were "all out" that was never refunded. Additionally, Ive never been compensated for my inconveniences and management just keeps covering for their Disrespectful employee.

Regards,