Comfort Suites - Norwich

Review: I called this hotel looking to book their banquet hall (2.5 months from now). The receptionist told me that she would put me over to the manager. She then put me on hold multiple times and came back and said it was under renovation. Next I asked to speak with the manager she initially told me I could speak to. I was again put on hold while he was "on the phone." I asked if there were a better time u should call back and speak to "[redacted]." [redacted] (the "GM") got on the phone and automatically had a condescending attitude. I asked when the hall would be completed. He refused to give me a date (or even a time frame) and said they aren't booking it. I asked him why it was under renovation again. I know it was renovated last year as I held my baby shower at this venue. Last year a pipe burst the day before my baby shower and the whole room stunk like mold. After it was obvious that this conversation wasn't going anywhere, I told him I would call corporate to tell them about his demeanor towards a customer. He then stated that they're no longer owned by Choice Hotels so "go ahead and try-they won't do anything." I informed him of my distaste with his unprofessional tone and conduct and asked who the owner was then. He stated that they were not on the property. As a customer (and a repeat customer at that-whose used the hotel way before this so called GM was around), I feel sad that he has no shame in the way he addresses customers and abuses his GM title, using it to feel he can disrespect customers and feeling as though his conduct is invincible to repercussions. Thanks for your time.Desired Settlement: I would like the opportunity to use the hall at a discounted rate once renovation is completed or my money returned. We paid almost $500 to rent the hall last year & a pipe before our baby shower. We weren't notified of any of this and showed up to see a room stinking of water damage created mold. We had no choice but to host our event there. The only reason I attempted to book with them again was because of their ability to hold a large number of guests and their accessibility to the highway

Business

Response:

Customer Experience

Complaint ID [redacted]

Last week the Comfort Suites received a phone call regarding a customer who wanted to use the ballroom for a function. The Front Desk Agent at the time asked me when the conference rooms would be finished and I told her we don’t have a set date since construction hasn’t started. At that point I was on the phone booking a reservation. When I had finished the Front Desk Agent came to me and said the person on the phone wanted to speak to the manager regarding the conference rooms. So I went over to the phone and said hello. She inquired about the rooms and I told her the rooms aren’t available as they are currently under construction. When I told her that, she immediately fired back that a year ago the “Indian Owners let her use the room no matter what.” At that point I said we are under new ownership and management and the rooms aren’t available for use. Then she immediately threatened to call Choice Hotels to complain about this and I said this would do no good as we are currently an independent hotel and are not with Choice Hotels any longer. She overall seemed very unreasonable regarding the conference rooms and she was angry at the fact she couldn’t utilize the room. She then threatened to call my owner regarding the conference rooms being under construction which I told her the owner isn’t on property. At this point she was very angry and hung up the phone.

After the phone call I spoke with the Front Desk Agent who stated she seemed angry on the phone with her and she also threatened to call Choice Hotels with her on the phone regarding the conference rooms not being available for use.

General Manager,