Comfort Inn & Suites

My family and I booked two nights here. the first night and day was great until the second night.
The electricity went out in select rooms then all rooms due to a storm. My family and I waited for about an hour and a half with no AC and lights. Mind you this was June in Texas.
We decided to back and ask for a prorated rate for our second night stay.
As nice as the front desk person was she had absolutely no clue of procedures on what to do in this case and if they owned a generator or not.
She called the owner and he stated that they would not prorate the room because they have no control over the weather.
Control over the weather would be having a generator or refunding customer monies.

Complaint: [redacted]
I am rejecting this response because:
Thank you for your reply. Everything they have said that the room smelled like heavy smoke and was very strong and a plate  on desk was full of cigarettes and ashes is a direct lie and such false information. I found it quite shocking.Eveything they have said is untrue. And room fumigation and carpet cleaned because of smoke is untrue because I never smoked in the room. And if I never smoked in room why would they extensive carpet clean? How can someone be allowed to lie so blanently? I dont believe any word out of their mouth.Every word that they say is made up. Because of the extensive bad behavior, lying and intimidation there is a serious need for investigation. They can show as many pictures as they want. It's all manipulation.These people have been used to treating people anyway they want to and have been getting away with this behavior for a very long time. They are confident, manipulative, are and bullies.If there was a plate on the desk full of cigarettes and ashes then someone put it there. Maybe [redacted] is unaware of something behind the scenes because this is absolute insanity. Someone is lying. But then it was [redacted] that actually said the direct lies in correspondence to you.I straightened up the room before I left to make it easier for room service and left a tip in the room saying thank you. I was straighting up car before long drive and emptied my small ashtray in the room trash as I was leaving. How was I supposed to know I could not do that? How would I know?On 9-5-16, I talked to manager [redacted] about the $318.00 charge in question. I was so intimidated it sent shock and fear through my whole body. I was so affected I could not drive for about 4 hours. I was affected the whole day- that is abuse. Intimidation through fear.I had no idea what she was talking about. I never smoked in the room.1. On 9-5 withdrawal of $318.00 out of my bank account. In the next few days it was dropped off.2. Kept money in bank for 20 days to make sure okay then spent money. Talked to bank and they said fine that it had been dropped off 20 days.3. Thirty-four days later on 10-7, $318.00 and additional  $21.60 taken out. I believe this was calculated  behavior on their part.  Something is very wrong here.As a result..Over drafted and fees, caused short on upcoming rent. I have to go to emergency assistance. Severe anxiety about rent and all the fear and intimidation from Comfort Inn. All over something I did not do. And then their direct lies to you.So blatant.When my bank disputed charges I noticed they never called me back which is odd. [redacted] is wonderful and kind. So I  called the call center and everyone was fear and reactive; she released fear and intimidation to [redacted] too. That is when I was able to understand. [redacted] even convinced corporate Choice Hotels.This goes way beyond normal and $318 +$21.60. This is a serious violation and is covert manipulative and intimidation. This is actual abuse to terrorize a person's life.At this point I will go to the Attorney General. Abuse is never acceptable. I will never accept what their behavior and how my life was affected due to chaos, negativity, lying, intimidation, covert manipulation and spending fear and turmoil into my life. Not for a minute.I will see what next step I can take after the Attorney General in Comfort Inn in being responsible for actual behavior.[redacted]
Regards,
[redacted]

Hi. This guest was one of the half a dozen rooms that were rented by [redacted] beauty contest participants during those two days.This guest received the lowest rate possible of $63.95 per night and messed up several pieces of towels with all kinds of dyes and makeup. We have pictures of them taken...

in the room with cell phone as evidence.  We can not sustain losses when we have to replace such linen.  we have had this experience with one more guest and had no choice but to recoup a small amount of $25.00. We expect our guest to appreciate great hospitality services offered by this hotelat a very low prices. By the way we had 5 rooms where judges of this event stayed and enjoyed there stay at the same time with no problems or complaints.  Again we regret that this guest is not willing to accept the responsibility of the losses caused to our hotel property. we appreciate the opportunity ot explain our side in this matter.  Sincerely.  [redacted]. General manager.

On April [redacted] & August [redacted] 2016 Mrs. M[redacted] on-line purchased 2 separate ADVANCE PURCHASED RATE reservation from choicehotels.com. These reservation was not made with the hotel directly but form the franchise website, The terms of that purchase is NON – Cancelable, NON- Changeable & NO...

Refundable. The website & email confirmation clearly states the terms of the purchase. (Backup available if needed) Each guest has the opportunity to not accept the advance pay discount before confirming the online purchase. The General Manger of our location is in agreement with CHOICEHOTELS.COM terms of this purchase. Mrs. M[redacted] issue is not with the Comfort Inn & Suites Hawthorne its with her on-line purchase she made on choicehotels.com. The hotel is sympathetic to Mrs. M[redacted]'s situation. The written complaint from Revdex.com states that her son was unexpectedly was admitted to into ICU. The request we received when asked cancel the stays was because she has been by her son's bedside for the past four weeks this was the week prior to arrival. We researched the guest history and confirm that the guest stayed at our location during the time she stated she was by her son's bedside.

I am rejecting this response because:
I DID NOT say there is bed bug. What I am saying is there are tons of bugs in the room, mosquito, jumping bugs over our face. We killed many bugs and throw them on the floor. Again, not saying there is any bed bugs, but the room is filled with bugs. Please do not trying to confuse to topic like what the hotel manager did. And you guys did not ask for any prove when we were complaining that morning. Otherwise we will go back to our room and collect all the bugs that we killed during the night. Please be honest!!!

the customer is a thief and a liar he had bought the drone with full understanding of its capabilities . we discussed the drone for about a hour before he mad the...

purchase. then he called his bank after buying the drone with a credit card and reported that he never bought the drone so the bank gave him a full refund and I still don't have my drone back and I'm fighting the bank to get the money he got refunded. so he stole the drone from me and lied and now filled a complaint. I want to press charges but the police wont get involved in the matter. so I don't understand why the complaint is against me when the customer scammed me and has nothing but caused me a headache 
thank you ; [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again there was no proof presented.  I did not dispute the signing of the agreement but it would make absolutely no sense to sign an agreement where I would risk being charged an exorbitant rate to smoke in the room, especially when the room is 2 doors from an exit. with a smoking area.I feel we were discriminated against because we are smokers and were unjustly and fraudulently targeted because of being smokers.  Again, no proof was provided that we smoked in the room and there was no notification given so that we could dispute or defend ourselves in a reasonable time frame.  We were only aware of the charges when we received credit card bill approximately 3 weeks after our stay.  We will continue to relentlessly dispute this charge.
Regards,
[redacted]

We have been going to this hotel for 11 years and have never had a negative experience. All of the employees are friendly and have always exceeded expectations. A great breakfast, backed by a great staff, provided for great stays each and every visit.

Dear [redacted] @Revdex.com. Read the complaint of this guest of our hotel. Here is the explanation from our side. the guest made reservation through a web side setup by the wedding party , Not us. He made reservation by going on -line on 9-15-20 to come on the same day. so the hotel reserved the room as...

requested and held the room till next morning and billed as "NO Show". There is no fault of the hotel. This guest called over the telephone to the hotel on 09-24-15 @ 11;45 to make a reservation for 09-25-15. At this time with his name we pulled up previous weeks NO SHOW charge and mentioned it to him. We did get him a room which he occupied on 09-25-15. Next day at checkout the guest got angry at the front desk clerk and at another manager over the phone when she tried to explain that he is paying for 09-25-15 stay. This guest was rude not our hotel employees.We have done our part of polite explanation to the guest to no avail. Perhaps Revdex.com can help him understand the charges. Thank you. Sincerely. [redacted]. General manager.

Initial Business Response /* (1000, 5, 2017/08/02) */
To Whom it may concern;
The guest came to the front desk the following Monday after check-out stating to Front Desk Staff that The Property had bedbugs and wanted a full refund, We had pest control come out and inspect the room five days...

later and no bugs were found. In past experiences bedbugs do not just disappear. Also) the next day the room was rented to another guest and that guest had no complaints and numerous times since this guest stayed with us.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In past experience, a trail of itchy welts does not just appear across my chest and remain there for two weeks, immediately following a night spent in a hotel room.
Deny, Deny, Deny has been this hotel's response since I first approached the front desk and showed the clerk the bedbug bites in a distinct pattern on my chest.
Without showing the slightest concern and barely looking at me, she said, "That could be an allergic reaction," as if reciting from a script. I'm sure the hotel is not eager to admit they have a problem with parasites.
However, I have never in my life had such an "allergic reaction", it would not have lasted for two weeks, and it would not have been in such a typical pattern for bug bites.
Even the corporate office of this hotel's parent company, after contacting the Mishawaka hotel themselves, apologized to me for an experience that was not up to their standards of service.
This is not an implausible complaint and I am not making unreasonable demands. Attached is a photo of the bug bites on my chest. I am not asking for any additional recompense for my time or discomfort, just the reimbursement of my bill.
Final Business Response /* (4000, 10, 2017/08/15) */
To Whom it may concern;
We here at the Comfort Inn & Suites have also sent this customer a [redacted] discount. Also we want to express our sympathy for the inconvenience this may have cause this customer. We insure that we have had this situation rectified, by having an outside company come in and check the room. If you any concerns or questions please contact US here at the hotel.
Final Consumer Response /* (4200, 12, 2017/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am insulted by the hotel's offer of a [redacted] "discount" amounting to [redacted] Again, I do not wish to go to court over this issue, and I am not inventing exaggerated sums for my pain or inconvenience. I am making the reasonable, even modest, request for a FULL REFUND of my bill. I should not have to pay for a night spent in a hotel that resulted in painful, itching welts on my skin.
I have also experienced the psychological effects described in the following document, excerpted from an online source. Please respect how unpleasant this has been for me and do not drag this out any longer. I ask you to do the right thing now, so we may put this behind us.
"Bed bug infestations are a growing dilemma facing hotel guests. Hotel operators and owners owe a duty to guests to prevent and take steps to remediate hotel rooms infested with bed-bugs. Often times guests are unaware of the issue and wake up the following day to find bites over their body. To make matters worse hotel owners and operators will deny that the bites are bedbugs. Guests are left with painful bites, scarring and deep emotional and psychological issues.
Hotel owners will attempt to avert liability from their establishment. Many will blame the guest for the bed bugs and deny any liability. Others will attempt to make a quick clean up before county health officials arrive to notate the instance.
Bedbug injuries can have long lasting psychological and physical scarring. Clients often feel trauma from being bitten by bedbugs. Many are unable to sleep for months at a time and are constantly afraid of being bitten."
[redacted]

[redacted]
To Whom it May Concern:We have already talked to the guest regarding this issue. We Had provided a service by holding a room all night for the guest...

that he did not use. We have the right to charge this room. Mr. [redacted] had made a reservation on [redacted] using only his first name but not his last. When he came in we searched the computer for his last name but to no avail we did not find his reservation. We booked another room for him but his room that he reserved under "[redacted]" was not used. Unfortunately we will not be refunding this room.Thank you,Amina K[redacted]Asst. ManagerComfort Inn and Suites Sheridan

Initial Business Response /* (1000, 5, 2015/06/28) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
We did have coliform bacteria after a drinking water test in May 2015. Since then it has been resolved and cleared by the state water...

depart with results from lab test. The letters were placed in all rooms visible to all guests and we did provide water for brushing of teeth. I was not aware of guest requesting for refund as the guest had not contacted the hotel of such request nor were any guest forced to stay at the hotel during this period. Guests who advised us that they wanted to leave were honored with no charges against their credit card. Guest will be reimbursed in the amount of $178.00 as per noted in the desired resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet received a credit of $178 for the first day that I stayed there.
You can send a check to my address.
[redacted]
[redacted]
La [redacted] CA, XXXXX
Final Consumer Response /* (4200, 15, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was only refunded 178 from orbitz for my second day. I should have been refunded another 178 for my first day staying at the hotel. It is dishonest to force people to stay at hotel where they cannot use the water.
Final Business Response /* (4000, 17, 2015/07/11) */
I have made adjustment on June 28, 2015 for the amount of $178.00 as per the request of Mr. [redacted] to the credit card on file and have advised that Mr. [redacted] contact Orbitz.com for the credit to his personal credit card; and then on July 2, 2015 we have credited the credit card on file the balance of $101.84 and again have advised that Mr. [redacted] contact Orbitz.com for the credit to his personal credit card. We have no information belonging to Mr. [redacted] other than his name and reservation as the reservation was made through a third party. As of today July 11, 2015 the reservation for Mr [redacted] has been fully credited to the credit card on file belong the merchant (Orbitz). Thank you, [redacted]

To Whom It May Concern,My name is [redacted] and lam the General Manager of the Comfort Inn & SuitesPittsburgh. lam responding to the complaint of a recent guest who was charged for smoking damages intheir room- Upon arrival, guests are required to sign a registration card- Included on this...

registrationcard are two specific areas that guests must agree to before receiving room keys. These agreementsstate the following, “By signing this form, I understand I am responsible for any damages incurred to thehotel property or room itself during my stay” and “There will be a minimum of $150.00 Fee for smokingin a non-smoking room” The aforementioned guest claimed that there was no smoking in their room,but there was a very potent smell of smoke coming from the room, resulting in the room needing a deepclean. When a room is deep cleaned, it must be placed out of order, and is not rentable. From there, therooms are deep cleaned. This costs the hotel money, therefore the guest is charged this fee. As I hadpreviously mentioned, the guest signed a registration form, understanding that they were responsiblefor any damages.Thank you,[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 does not explain why for months we were told to move forward with our tax exempt paperwork and plans at the direction of the hotel, only to have it reversed AFTER the fact.   No apology for this incorrect information was ever given and they were not "patient" with us.   
It also does not appear as though this has been passed along to the accounting department for the hotel.
Regards,
[redacted]

They also do watch repair and battery replacement. Both of which they have no idea what they are doing and ruined two watches of mine. I asked for and refund and was refused. The owner is NOT a watch repair person you want to use

Dear Revdex.com,Thank you for being the mediator in this complaint from [redacted]. As I stated in the first response I sent, we do have pictures and evidence from room 127 where Ms. [redacted] stayed and smoked in the room. Both my Housekeeping Manager and Assistant Head of Housekeeping went in room 127 and were witnesses to the smoking evidence in the room. I spoke to Ms. [redacted] several times concerning the smoking fee. She was upset but never stated that she needed to get "Emergency help" due to the smoking fee. It seems to me that her story of distress is continually growing. In this last response from Ms. [redacted], she states that she was unable to drive for 4 hours and that she was abused and intimidated by me. That is completely untrue! I am not the type of person to raise my voice or talk down to my guests. My guests are very important to me and my staff. I did not speak to Ms. [redacted]'s bank until they called me on 10-19-16. I spoke to a gentleman named J. Morgan. I spoke to him once and he asked me to send him the documentation of the smoking in the room. I did not ask nor was it any of my business what monies were taken out or put back into Ms. [redacted]'s account. I once again find it interesting that Ms. [redacted] believes that I have power to intimidate a whole banking company. I only explained what had occurred in the room and the conversations I had with Ms. [redacted]. [redacted] must have drawn the same conclusions I did. The Choice Hotels corporate office did call me concerning Ms. [redacted]. I sent them the evidence and they concluded that yes, indeed, she did violate our non-smoking policy. Our hotel prides itself in being 100% non-smoking. We do not and will not allow a guest to blatantly disregard our policy and smoke in any part of our beautiful hotel. Thank you![redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
First of all I received no response from the hotel personally, the letter they attached that they supposedly sent me was not sent to me that is a down right lie. I called the corporate number for Comfort Inn and told them as well that I received no such response from the hotel and the hotel responded to this complaint via Revdex.com in an untimely matter as well, they have there facts wrong and are rude and condescending, its apparent that they do not need my business. I spend 2-3nights a week in a hotel and am appalled by there lack of customer service and there lies about myself and my check in. I will not be staying there again and I will let my friends, family and numerous transporter friends why.
I had a valid ID my old Id was in my work wallet along with my paper copy of it being renewed I told and showed this to the check in woman, I also said I had my new ID in my other purse in the truck would she like me to go get it, she said no. I was not resistant to give her my DOT number I am proud of that and what I do and I simply said look out the window my trucks right there you can plainly see the DOT number, MC number and my business sign, she said "I don't think so". I have a medical card for driving as well. My truck is considered a commercial vehicle by DOT laws so I see no reason why I cannot get a trucker rate and no hassle about it when I am on the road working. It is rude and discriminating to myself.
Regards,
[redacted]

This company installed an inground concrete pool for us. They did an excellent job! They stayed on schedule, and did all they said they would do. I would highly recommend this company. We love our pool. Their price was very competitive, and they encouraged me to seek other estimates. They are very professional and reliable.

I am rejecting this response because: It is unfair, unreasonable and just not good business practice. I have worked with countless contracts, and have never run across a manager that was not willing to work with the customer to come to an outcome that is acceptable to customer and business. I am not trying to swindle the Comfort Inn, just cannot believe they are not willing to resolve this $1598.88 issue.  A 60-day notice is more than acceptable, especially due to circumstances beyond my control --son's wedding has been canceled.
The manger states the money has already been charged.  Those room reservations can be cancelled and rented for more money than I have paid.  
Has he even offered me: a check, credit, and change of schedule?  No, he is keeping my money for services that have not been rendered and is showing how little training he has as a manager. 
 
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for being the mediator in this complaint from [redacted]. As I stated in the first response I sent, we do have pictures and evidence from room 127 where Ms. [redacted] stayed and smoked in the room. Both my Housekeeping Manager and Assistant Head of Housekeeping went in room 127 and were witnesses to the smoking evidence in the room. I spoke to Ms. [redacted] several times concerning the smoking fee. She was upset but never stated that she needed to get "Emergency help" due to the smoking fee. It seems to me that her story of distress is continually growing. In this last response from Ms. [redacted], she states that she was unable to drive for 4 hours and that she was abused and intimidated by me. That is completely untrue! I am not the type of person to raise my voice or talk down to my guests. My guests are very important to me and my staff. 
I did not speak to Ms. [redacted]'s bank until they called me on 10-19-16. I spoke to a gentleman named J. Morgan. I spoke to him once and he asked me to send him the documentation of the smoking in the room. I did not ask nor was it any of my business what monies were taken out or put back into Ms. [redacted]'s account. I once again find it interesting that Ms. [redacted] believes that I have power to intimidate a whole banking company. I only explained what had occurred in the room and the conversations I had with Ms. [redacted]. [redacted] must have drawn the same conclusions I did. The Choice Hotels corporate office did call me concerning Ms. [redacted]. I sent them the evidence and they concluded that yes, indeed, she did violate our non-smoking policy. Our hotel prides itself in being 100% non-smoking. We do not and will not allow a guest to blatantly disregard our policy and smoke in any part of our beautiful hotel. 
Thank you!
[redacted]
General Manager