Comfort Inn & Suites

Initial Business Response /* (1000, 5, 2016/03/06) */
On 2/26/16 the guest from room 128 came to the front desk to check out. When she approached the counter, she tossed her receipt at me in a very aggressive manner, and demanded a refund. I asked what the issues were, and she stated that there...

were bugs in her room. I asked her had she reported this to the front desk when she checked in, and she stated "no". As this was a very busy time as the guests are all checking out, I explained to her that I would have the maintenance staff inspect the room, and then check our pest control log sheet to verify if she had a valid claim. After about ten minutes of her and her young daughter shouting obscenities at me and leaning over the counter, again in a very aggressive and threatening manner, I asked them to leave the property, and that I would contact them once I had checked on her claims. She repeatedly refused so, I told her I was going to call the police to have her removed from the property. After I went back into my office to call, they left. I would also like to add that there were three of my staff members in very close proximity who witnessed this.
She then called the following day behaving in the same manner over the telephone. I told her that I had contacted our corporate offices and documented the events from the previous day. I was subjected again to her screaming vulgar language at me, when I then told her that I had a guest and would have to put her on hold. She then hung up the phone.
Upon an extensive inspection of the room, including the removal of all receptacle covers, the maintenance staff found no evidence of any pests in this room.
Had this guest not initially approached me in such an aggressive and hostile manner, this situation could have been resolved. Even though there was no truth to her claims, I would most likely have given her some type of compensation back in order to make her happy. However, I felt it was In the best interest of the safety of my guests, as well as myself, I chose to ask her to leave.

The guest who made the complaint (Ms. [redacted] purchased her room in advance via Choice Hotel's Central Reservations on 8-7-16.
The money Ms. [redacted] paid for her reservation was collected through the Choice Hotel Franchise's Central Reservation System. Hotel and...

Guest Services are two different services (Guest Services are controlled by the franchise). Neither the hotel nor our staff collected any money, this reservation was booked with the franchise's Guest Services and we are unable to cancel or refund these types of reservations as the policy clearly states:
Rate Restrictions: The reservation must be made on ChoiceHotels.com at participating hotels and must be made at least 7, 14, 21 or 30 days in advance, which will vary based on the hotel for which a reservation is being made. Subject to availability, the rate starts at 15% off Best Available Rate, is non-cancellable, non-changeable and non-refundable. Your credit card will be charged for the total reservation amount within 24-48 hours of booking. This rate has a seven (7) night maximum length of stay. Rooms at this discount are limited. Offer is not available to groups and cannot be combined with any other discount. Choice Hotels reserves the right to change or discontinue this offer at any time. Eligibility restricted to U.S. and Canadian residents. All Choice Hotels properties are independently owned and operated.
Still, we are sorry for the inconvenience and would like to offer Ms. [redacted] a discounted stay if she would like one~she can call the hotel and ask for me (Bill H[redacted]).
Regards,
-Bill H[redacted]
Comfort Inn and Suites
Ocean Shores, WA 
[redacted]

[redacted],
 
I apologize for the frustration this may cause, but we have very strict rules in place just for these incidents. It is a very lengthy and procedural process to go through before deciding that we have to charge to treat the room for smoking damages. It has been something that we have always practiced since we have opened as a Comfort Inn, which was barely 6 years ago, not 10 years ago by the way. I am sorry you feel this way, and I hope you can understand our stance on this.

In response to the letter of complaint you received, reference #[redacted] please note the following remarks:
Ms. [redacted] tried to check into our hotel without a valid ID. She also was asking for a Trucker's Rate, which is a deeply discounted rate for COL holders who are...

traveling on business driving a commercial vehicle.
Ms. [redacted] did not want to provide any sort of ID. She made a scene at our front desk when she was asked to provide a valid commercial driver's license. Our Front Desk Manager, [redacted], was the employee who checked in Ms. [redacted] 
and was only following company policy, which is a common industry standard policy (to provide proper identification) for checking into a hotel room.
After much resistance, Ms. [redacted] provided a DOT number for the vehicle she was driving and a regular driver's license, thus the front desk manager, [redacted], did honor the Trucker's Rate.
I would like to make it known that the driver's license Ms. [redacted] finally provided was an expired driver's license (October 2013) that had the comer clipped which typically is done by the Dept of Transportation to indicate that the license is no longer valid.
She did not have a valid driver's license but yet was driving what she claimed was a commercial vehicle. These things raised red flags to the Front Desk Manager, who rightly was cautious to rent a room to someone appearing to be doing illegal activities.
There will be no refund to Ms. [redacted] for her stay since our front desk manager was trying to follow company policy and did not embarrass the guest, but rather, made an exception to accommodate Ms. [redacted] and rented her a room even without a COL, or
for that matter, a valid 10. I feel we went out of our way to accommodate Ms. [redacted] and her complaint is untrue and unjust.
Please feel free to contact me with any further questions.
Kind Regards,
[redacted]
 
Dear Ms [redacted]:
I am writing regarding your complaint about your experience at the Comfort Inn & Suites of Black River Falls on February 16, 2014.
I apologize that you feel you were embarrassed by our Front Desk Manager, [redacted]. The situation as reported by both you and [redacted] is that you were asking for a Trucker's Rate, which is a deeply discounted rate for commercially licensed
driver's operating a commercial vehicle. You were not only unable to provide a valid commercial driver's license, but in fact, the regular driver's license you finally presented was expired back in October of 2013 and was clipped on the corner, which
is typically done by the DOT to indicate the license/ID is no longer valid.
If you truly stay 2/3 times per week in hotels, then I am sure you know it is common industry standard that guests must provide a valid ID to rent a hotel room. It is also our company policy that anyone receiving a Trucker's Rate present a valid Commercial Driver's License.
You could not provide either. The fact that you did not have a valid driver's license and yet were claiming to be driving a commercial vehicle, naturally caused the front desk manager to be skeptical of your request for a Trucker's Rate when it appears you were driving illegally.
She did, however, still try to accommodate you by allowing you to just provide a vehicle DOT or MC number and thus still honor the Trucker's Rate for you.
Quite frankly, the front desk manager did not have to rent you a room at all since you did not provide a valid ID. She most certainly did not have to honor the Trucker's Rate since you did not have a commercial driver's license. But in an effort to accommodate you, she made an exception. I do not feel any refund is necessary as we went above and beyond to accommodate you despite your lack of valid ID or required ID for the Trucker's Rate.
Please feel free to contact me with any further questions.
Kind Regards,
[redacted]/GM

[redacted] did not even stay in the room. [redacted] was the occupant, in which she provided an authorization form for all charges. The room was inspected by the Executive Housekeeper, Assistant General Manager and the General Manager. This is common for all room smoking charges when guests are...

suspected of smoking in the rooms. Room 220 was their room and it was un-rentable for the next that next night due to having to treat the room for smoking damages.

Dear Sirs:
 
  In response to Revdex.com Case [redacted], I personally inspected the room and the complaints were not valid except the bottom sheet  in room 103 was thin.
I have statements from my front desk, housekeeper, and my maintenance person. It is puzzling...

to me that he would stay the night in a room that had no hot water
and the toilet was not functioning properly. I offered a free night just to appease him for a future visit, but he declined.
 
  If you need further information, feel free to contact me at ###-###-#### or [redacted]
 
 
 
                                    Sincerely,
 
                                   [redacted]
                                   General Manager

we want the drone back since he has gotten a full refund . then we will be happy im sorry this happened but we can not please every customer. we have been in business for several years and this is the first time this has ever happened. we feel this guy has been nothing but trouble, and we would like the guy to return the drone our business has lost money due to this situation. he has bought the drone then called his credit card company and got a refund. we have lost the drone and the money and cost us a lot of time fighting the credit card company for the money back. we would like him to either pay for the drone he has in his possession or return the drone.

I was charged for a half of a day in which I was not able to stay. And also my credit card was charged twice.Upon checking into this hotel I was told that we could extend the stay for an extra night. So we did. Well my keys worked fine on the night of the 14th. On the 15th, beginning at noon I was locked out of the room 4 times. The hotel staff called themselves fixing the door issues. The problem was never resolved so at 10pm on the 15th I asked them to refund the charges for the 15th. They declined and said they had to charge me for a half day. I would like a refund for the half of a day. This company has also charged my credit card again for 65.90 after the initial charge for one and a half day for 214.35. I don't think that it is fair to charge me for a room that I did not have open access to go into freely. Desired SettlementA refund for the half day and to not charge my credit card anymore with bogus fees.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted] from MEMPHIS, TENNESSEE checked in for two nights for 14th and 15th February on 15th at 3pm she went to room and said her key is not working, We went to her room and change the batteries in lock and programed the lock and gave her new keys after testing the lock. I went my self at 3.30 pm to check with her if everything is fine she said yes. After staying whole day in room she came 10pm in night she start complaining again. FRONT desk made copy of same key and went to her room and checked and open the door guest told her that she is using master key and desk agent ask her to come out of the room andasked her to use guest key three times and door opened all three times. There was no problem at all and she wanted to check out after using the room whole day.11am is check out time she could decide to leave at 3pm but she wanted to stay and wanted to leave around 11.15pm.If any body stays after check out time needs to pay for another day, To make her happy at night 11.15 pm we gave her 50%off. Next day she complained to choice and got another 50% off. Which is not fare but this way she got full refund. She suppose to pay us for the jacuzzi suite 119.00 plus tax total of 142.50 for each night total of 285.00.But she paid 119.00 for first night and 2nd night 60.00plus tax total of 214.35.We gave her 50%off as courtesy after staying whole day. She got credit from us and from choice, and she got free suite on the 15th february on the sold out weekend. Please call if any questions. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not get anything free. Its ok that hotel staff are legalized criminals. Thank you Revdex.com for your help. It is greatly appreciated.

Review: My wife and I stayed at Comfort Inn Hotel located at [redacted]. We were charged an additional $100 for Smoking in a non-smoking room a couple of days after we left. NOBODY in my Room smokes nor did anyone else who came in while we were there(to our knoweledge). We challenged the charge but was told as long as we signed responsibility for not smoking in there we were getting charged. My son was charged for $150 for his room also. Being charged for something WE didn't do.Desired Settlement: Refund of fee

Business

Response:

This letter is in response to a letter we received from the Revdex.com in regard Ito a guest complaint from Mr. [redacted], Mr. [redacted] and his family stayed with us from 6/2 3/13 until 6/30/13, When all of our guests check in we have them sign our registration card that states we are a 100% smoke free property and the credit card on file will be charged a $200.00 c' eaning fee if there is evidence of smoking in the room after the guest checks out. We found sufficient evidence in both rooms and the cards were charged as a result. Both rooms had a very strong smell of smoke in them and had to be put out of order for 2 days in order to get the smell out of the room. We removed all the linens including the curtains and steamed cleaned the carpe': in both rooms twice in order to remove the smell of cigarette smoke. I am sorry that Mr. [redacted] felt he was treated unfairly but we do not charge unless there is evidence. We are respectfully declining the request for refund of the cleaning fee and we thank the Revdex.com for their help w th this matter. I have included the signed registration cards for Mr. [redacted] and his son and the rec pipts for both transactions. Please feel free to contact me directly with any questions concerning this matter. Thank you again for your time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9608838, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I understand the No Smoking policy and that WE are non smokers who DO NOT SMOKE. I believe the issue is from a second source which I do not believe is not part of the NO Smoking policy. My family attended a large bon fire at my Birth mothers house the night before we left. I believe that our clothing carried the smell of smoke to our rooms. I can only figure this as being the cause? We do not smoke for the hundreth time and we do not have any other idea what could of generated this issue. I have to pursue this due to we do not light up cigars, pipes, cigeretts and do not smoke and to drop this would say we do.

Review: Upon check-in I was asked for my credit card. It was declined, gave the receptionist 3 more cards all declined. Embarrasing other people in lobby and I knew there were no balances on my cards. Called credit card and they said they did not decline cards. Issue was lack of training with the receptionist. Manager came over, did not aplogize....but said my reservation was prepaid and that was why cards were declined. The discription of the room said in-room kitchenette and a microwave....when I got to my room neither items were there. Front desk refused to compensate or aplogize for the room issue. Said to call [redacted] that was how I booked the room. [redacted] said description came from hotel GM and they should fix the room discription. No other rooms were availbale to [redacted] offered a voucher. Never got it and never got any compensation or aplogy from Comfort Inn Hartford. Not the way to run a business.

Desired Settlement: Would like refund on my room or the voucher from [redacted]

Review: Hello, I booked a room at the hotel over the past weekend May 16-18 2014. I had room 203. After using shower and sink on Friday, I realized that there ia a major issue with plumbing because the water was not leaving the tub or the sink. After couple minutes both of them were completely full of water and impossible to use. I called front desk and they put a note dow that they will not be able to do anything on Friday but will make sure to unclog the tub and sink Saturday morning. On Saturday, I came to front desk as I needed to take a shower and mentioned the issue again but the adviced me that there is nothing they can do for me since it's the weekend. I was not offered a different room or a refud of my money so I can move to a different hotel. There was absolutely no solution offered to fix this issue. I paid $264.50 for 2 nights at the hotel and during my whole stay, I was not able to shower nor use the sink. I find this absolutely unacceptable for establishment like Comfort Inn and after spending almost 300 dollars on accomodation, I should be able to have a room with working tub and sink. I wish I had better review for the hotel but after requesting a full refund for my stay, I was not able to get anywhere. Thank you.Desired Settlement: I would like a 100% refund for my stay which is $264.50 + $25 for early check in that I had to pay for checking in before 3pm on Friday May 16th. The room was not usable. Thank you!

Review: Inadequate Customer Service

Comfort Inn & Suites

1214 Greenland Dr.

Statesville, NC 28677

My husband and I recently got married and stayed at Comfort Inn & Suites on our way back from our honeymoon. We were traveling from Hilton Head Island and checked into your establishment at 3:26 am on July 6, 2013 to rest before continuing on to our resident twelve hours away. In the past, we have had positive experiences when staying at Comfort Inn & Suites chain, however, this time we had an unpleasant experience.

When we got to our room, we noticed the floors had crumbs and needed to be vacuumed. In addition, the bathroom area lights were not working at all. We called the front desk staff. She was very impolite and said, "We'll get to it when we can." We never had anyone check it out that night, and were not offered a new room. The following morning this issue was partially addressed with the morning staff as I anticipated taking a shower. The front desk clerk [redacted] offered a key to another room several doors down to shower. This was a vast inconvenience to my husband and I having to go between the two rooms to satisfy our hygiene needs before departure. In addition to being very disappointed in the cleanliness of our room, the maintenance staff did not arrive to rectify the lighting issue until we were loading our vehicle for departure.

While I do understand that low staff can cause issues, for our infinite inconvenience we were only offered an adjustable guest satisfaction credit of $18 plus tax. Further, our Master Card was charged $99.57 three times and I called back to the hotel to address this issue several times with [redacted] who redirected us to our financial institution. The erroneous charges interfered, humiliated and inconvenienced as follows:

1)Unable purchase gasoline to return to our resident, and had to have a family member Western Union us some money to be able to make it home

2)I had been rendered services at another retailor several days afterwards and had no way of paying for the service because the erroneous charges was still on my account

After several attempts to rectify this with front desk staff and being referred back to my financial institution. I called back with a representative from my financial institution and spoke to [redacted] (General Manager) together. The three charges of $99.57 was then refunded. Further, our dissatisfaction with the room was expressed with [redacted], however, there was not a satisfactory resolution met.

Therefore, since our room was not cleaned sufficiently, we experienced erroneous charges by your establishment, and we had to go between two rooms to satisfy our hygiene issues due to power outage in the bathroom area, we would like a full refund.

This matter can be discussed further with me at any time at ###-###-####. Or, feel free to email me at [redacted].

I look forward to hearing from you.

Sincerely,

[redacted]Desired Settlement: We are seeking at the minimum, a refund of room cost and complimentary night due to our repetitive inconvenience that was experienced.

Review: Inadequate Customer Service

Comfort Inn & Suites

1214 Greenland Dr.

Statesville, NC 28677

My husband and I recently got married and stayed at Comfort Inn & Suites on our way back from our honeymoon. We were traveling from Hilton Head Island and checked into your establishment at 3:26 am on July 6, 2013 to rest before continuing on to our resident twelve hours away. In the past, we have had positive experiences when staying at Comfort Inn & Suites chain, however, this time we had an unpleasant experience.

When we got to our room, we noticed the floors had crumbs and needed to be vacuumed. In addition, the bathroom area lights were not working at all. We called the front desk staff. She was very impolite and said, "We'll get to it when we can." We never had anyone check it out that night, and were not offered a new room. The following morning this issue was partially addressed with the morning staff as I anticipated taking a shower. The front desk clerk [redacted] offered a key to another room several doors down to shower. This was a vast inconvenience to my husband and I having to go between the two rooms to satisfy our hygiene needs before departure. In addition to being very disappointed in the cleanliness of our room, the maintenance staff did not arrive to rectify the lighting issue until we were loading our vehicle for departure.

While I do understand that low staff can cause issues, for our infinite inconvenience we were only offered an adjustable guest satisfaction credit of $18 plus tax. Further, our Master Card was charged $99.57 three times and I called back to the hotel to address this issue several times with [redacted] who redirected us to our financial institution. The erroneous charges interfered, humiliated and inconvenienced as follows:

1)Unable purchase gasoline to return to our resident, and had to have a family member Western Union us some money to be able to make it home

2)I had been rendered services at another retailor several days afterwards and had no way of paying for the service because the erroneous charges was still on my account

After several attempts to rectify this with front desk staff and being referred back to my financial institution. I called back with a representative from my financial institution and spoke to [redacted] (General Manager) together. The three charges of $99.57 was then refunded. Further, our dissatisfaction with the room was expressed with [redacted], however, there was not a satisfactory resolution met.

Therefore, since our room was not cleaned sufficiently, we experienced erroneous charges by your establishment, and we had to go between two rooms to satisfy our hygiene issues due to power outage in the bathroom area, we would like a full refund.

This matter can be discussed further with me at any time at ###-###-####. Or, feel free to email me at [redacted].

I look forward to hearing from you.

Sincerely,

[redacted]Desired Settlement: We are seeking at the minimum, a refund of room cost and complimentary night due to our repetitive inconvenience that was experienced.