Comfort Inn and Suites

Thank you for your response, here is the address and phone #.Comfort Inn and Suites [redacted] ***Lewisburg, PA [redacted] MsR [redacted] was the clerk who was so rude.Thank you again, [redacted]

(Revdex.com received the following email response from the business on 3/24/17) From: General ManagerDate: Fri, Mar 24, at 9:AMSubject: [redacted] To: I am responding in the case of [redacted] .The customer did not have a cancelled reservation in our system in that case yes you are charged for your stayWe have spoken with the guest and she is well aware we do not give any money back for a non cancelled reservationWhat we came to is she was granted a free night stay at our property which is already booked for June 12th at no chargeThank You any questions feel free to give any of our desk agents a call

My name is Douglas JonesThis is a request for assistance with the billing for our (stay) at your propertyMy wife and I had to evacuate our home in Conroe Texas due to a mandatory evacuation from Hurricane HarveyAs we were driving to our daughters home in Longview on 8-28-my wife made a reservation with her phone at your property located at N Access RdWhen we arrived at your hotel we were informed by your very polite and kind front desk agent that the elevator was broken and we needed to use stairsI am handicapped and use a wheelchair so that is not an optionHe found us a room on the 1st floor and upon entry the overwhelming smell of stale, nasty tobacco smoke met usWe are both very allergic to smoke and your hotel claims to be 100% smoke freeObviously the previous guest violated thisWe were not in the room for more that minutes when I immediately went back to the front desk to request another roomYour front desk agent advised none were available on 1st fl

Hello I am *** *** the property supervisor for Antelope Creek MHPWe have had two issues of sewage coming up, however every-time this has happened we have had someone out that day to deal with itWe have no open electric wiring and if we do that I am not aware of have the person complaining
say where and we will take care of the issue immediatelyThe fence issue is not something we are required to haveGarbage everywhere is a completely fabricated statementDrug addicts everywhere is another fabricated statement.Mr*** *s a previous employee of the park that is upset with the current manager *** *** for not running the park as Mr*** sees fit

I used my credit card was supposed to be charged only $but ended with $of fraudulent chargesAfter many attempts to contact the general manager I contacted the corporate officeWas advised they didn't handle charges but was advised a case # of *** * *** *** ***Still working with credit card company to get this resolved

We are responding to this Customer complaint regarding *** *** *** reserved a reservation through *** siteThis is a 3rd party reservation that works on making reservations for hotels with clear explanations on rates, cancellation policies, amenities, etcWhen a guest wants to make
a reservation, they must choose their dates and the rate that best fits their needs*** has several rate optionsOne rate option choice is they pay for their reservation at chewith a 24- hour cancellation policy and another where they can get a deeper discount by having a prepayment requirement and a No cancel policy, which this is a requirement for the deeper discounted rateThere is a total of different locations while making their reservations that clearly states what they are purchasing as well as an agreement they must agree to before reservation is completed and payment is taken which in this case clearly the guest agreed to the termsWe here at the property made no mistakeGuest must contact directly for any concerns as this reservation was made through themWhen *** *** contacted our hotel, we explained to her the type of reservation she made and that it is not cancellable*** *** Clearly also states it is not our faultIf she has an issue with *** we inform her to contact them as we do not control 3rd party vendors*** also can not cancel nor refund a Non-Cancelable reservation that has already been completed by a guestWe apologize for *** *** but at this point this is the policy they abide by*** *** did end up checking in and using her reservation she herself madeWe understand she has feelings due to the whole situation, but we are a business as well as *** and the cancellation was clear, we do not hide any policies from our guest*** *** will not be getting a refund due to her receiving our services and reservation was used by *** *** HerselfPlease see attached Registration card signed by *** *** as well as her folio showing her time of check in and check out timeWe do appreciate and value *** *** as our guest.We apologize for any misunderstandings and Wish *** *** a Happy 2018!

Initial Business Response /* (1000, 9, 2015/11/17) */
Customer stated to front desk they repeatedly attempted to fix toilet themselves after a blockage, causing a severe overflow of dirty water, enough to overflow into supply room on first floor. Maintenance had to be called in around 11:00pm to...

shut main water off. Guests were moved into a new room. Entire stock of supplies ruined. Upon check-in, we authorize $25 for incidentals, which is there to cover such damages. In over a year's time with Comfort Inn, this is the first time we ever had to initiate such a charge.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding, however, this is unacceptable.
First of all I apologize that your supplies were ruined, however, there was absolutely nothing we could do to keep that from happening. We did not purposefully cause damage, we did not want the toilet to overflow. We certainly did not intend for your items to get damaged. I can see you justifying a charge for malicious damages, but this certainly was not the case.
Responding to your understanding of the events, they are not entirely accurate. We did not try to FIX the issue, nor did we wait to call. Fixing the toilet was impossible as there was NO plunger in the room, even if we wanted to fix the issue there would be NO POSSIBLE way to do that. We called immediately and We were at the MERCY of waiting for someone to get there.
As soon as the toilet started to over flow we immediately called maintenance - IMMEDIATELY - I have four witnesses who can testify to that.
When we called we said that we could NOT fix the issue and we needed someone up there. When the maintenance arrived, he refused to step on the floor because he said he "did not want to get his shoes wet", so in stead, he stood on the EDGE of the bathtub - we were HORRIFIED - and he almost fell! We asked him to please step down so that he would not fall, and he refused as his shoes were more important than the water coming out of the toilet. Because of his neglect to properly plunge, the toilet continued to overflow at least an additional 2 minutes. The water that flowed from the bowl was clear, but this is true, there were pieces of toilet paper in it as it was being plunged. As the water ran we were trying our best to keep it from getting to the carpet and frantically put all the towels on the floor in an effort to stop the water. The toilet simply would not stop flowing.
Regarding the other room, I am very frustrated that you feel you did us a justice because we actually had to ASK for another room, we were not initially offered to get another room. In fact, when we asked for another room it seemed as though we were an inconvenience to even be asking. Additionally we were offered no assistance to help us move any of our stuff, no apology, and terrible service.
Furthermore, the following morning we personally spoke with the gentleman who had to fix the toilet and he stated that the toilet was very clogged with toilet paper and he had to work for a long time to get it unclogged. There is no possible way this could have happened with only a couple uses.
Lastly, when we were handed our invoice, we were actually confused as to the charge because one side had a charge significantly less than the other side. After we left the hotel, we realized our invoice was actually printed on the back of A DIFFERENT CUSTOMER'S invoice including their name and the last 4 digits of their card number. We still have this invoice and will be happy to get you a copy of this mistake.
I am more than happy to have all of the witnesses testify and write an official letter as to the actual events that took place. I am asking you to please put yourselves in our shoes and realize how horrific this event was from our view, and use this as an opportunity to make your service better. Please do the right thing.

Attached.

Initial Business Response /* (1000, 10, 2015/11/20) */
As manager of the property, I met with the guest to discuss issues. Guest claimed to have booked a king suite through the reservations department but upon arrival received a double king suite. The hotel was sold out of the preferred room type...

and I explained to the guest that I would be happy to make comparable accommodations if I was provided with proof of the original booking. Guest claims that she had no confirmation number and that the hotel must have "bumped" the reservation out of the system. After much explanation that our system does not work that way, that all reservations are tracked and recorded regardless of any changes or cancellation, guest chose to disregard our discussion. In addition, the block of rooms requested by the guest, were never confirmed with a signed agreement from the guest but the hotel still honored the block and the contracted rate as a courtesy. The property has agreed to refund the 2 nights in order to resolve the issue.

(Revdex.com received the following email response from the business on 3/24/17) From: General ManagerDate: Fri, Mar 24, 2017 at 9:33 AMSubject: [redacted]To: I am responding in the case of [redacted].The customer did not have a cancelled reservation in our system in that case yes you are...

charged for your stay. We have spoken with the guest and she is well aware we do not give any money back for a non cancelled reservation. What we came to is she was granted a free night stay at our property which is already booked for June 12th at no charge. Thank You any questions feel free to give any of our desk agents a call.

Thank you for your response, here is the address and phone #.Comfort Inn and Suites
[redacted]
Lewisburg, PA [redacted]
Ms. R[redacted] was the clerk who was so rude.
Thank you again,
[redacted]...

[redacted]

Thank you for your response, here is the address and phone #.Comfort Inn and Suites[redacted]Lewisburg, PA [redacted]Ms. R[redacted] was the clerk who was so rude.Thank you again,[redacted]

Dear Ms. [redacted];        Thank you for returning my call from earlier today concerning Mrs [redacted]s' issues with the charges on her debit card from the Comfort Inn & Suites, Slidell , this past June 2015.Mrs. [redacted] did pay cash for her rooms but also put down a debit...

card for any incidental charges she might have incurred, as is normal hotel practices.The problem happened when our desk attendant failed to enter her debit card to be used only for incidentals and not Room and Tax , which it was, causing the "debit hold" to be  put on her card.. The second problem occurred is when Mrs. [redacted] called the hotel to speak to  the manager ( at that time) who was out of town but also apparently failed to return her calls. Ms. [redacted], our new General Manager who  started 7/1/15 and I were at the property when Mrs. [redacted] called again.. I had spoken with her and assured her we would have this debit hold released that day. Ms. [redacted] then went into the system and voided the 1942.29 that was held on her card. I had explained to Mrs. [redacted] that the banks usually take 5-10 days to release a " hold" but if I contacted them and request an immediate release of the hold they usually will comply..Mrs. [redacted] gave me the number of her bank (###-###-####) where I spoke to an [redacted] and then a [redacted] who assured me it would take approximately 10 minutes to release the funds as they saw the void [redacted] had done. I called Mrs. [redacted] and informed her of what the bank had told me and to please check with her bank her self..  I then spoke again with Mrs. [redacted] who confirmed the credit was applied to her account in the amount of $ 1942.29..I apologized again for the inconveniences she had faced and that due to this, we would credit an additional  $ 277.47 to her account ( the amount she did approve to be put on her debit card) , whereas Ms. [redacted] voided that amount in the system as well..This credit should appear this week if it has not already.We will follow up with her to assure it did.All was resolved on 7/1/15, the first day [redacted] and I were able to handle Mrs. [redacted]s issues. Mrs. [redacted] had thanked me for handling her issues, as I apologized once again, and thanked her for her patience.Thank you and please contact me should there be any additional concerns, questions, etc.[redacted] | Director of Operations

To whom it may concern, I set a room(Suite ,atThe comfort suite in Clayton NC for June 19 2015 my room was available but I didn't review the room , ITo whom it may concern, I set a revaluation for a room (Suite ,atThe comfort suite in Clayton NC for June 20 ,2015 my room was available but I didn't review the room , I was not offer to review the room before I paid for it . When be and my family enter the room we were it total disbelief that this Hotel would call a room this small for 5 people We were over crowded stepping on each other I went down stairs and informs the clerk that this was unassailable for five people with one TV and no where to put hanging clothes no room safe for jewelry. We were bumping in to the fold away couch, it wasn't room to pass at night to use bathroom or just leave if you wanted take a walk. This is one of my worst experiences of the Comfort Suites Hotel in 19yrsI been using them my first with Choice Hotels .I call Choice relations department the weren't Very helpful the gave me the runaround. They Call front desk but I was told that they hung up Before they talk to clerk so nothing was don't the clerk offer a suite but it had a kingside bedCouch , that wouldn't work because of 5 people. So we were cramped in room [redacted] until We check out Wednesday night Between 10pm-11pm.I would like also say the the manager or owner failed to workout anything. why I never so either.P.S. I have pictures of our experience in this room Desired Settlement38% off The total bill

Review: The Comfort Inn charge me 8 time on my credit card for 8 room that I paid cash for 7 of them, and go and tell me that I can't get my money back for 7 to 10 days. I cannot pay my bill and my light will get cut off on tomorrow and me and my family will not have any air in this heat cause of the hotel take all my money out of bank and I have a 0 balance. Every time I call the Hotel, they tell me that the manager is not in and will be in the next day at 9:00 am, next day come she still not in, I need my money back in my bank so I can pay my bill and I can't wait for 7 to 10 day for it.Desired Settlement: I would my money back on my credit card right away (asap) $1,942.29 since I paid cash for 7 of the rooms

Business

Response:

Dear Ms. [redacted];