Comfort Suites

From: *** *** [mailto:***] Sent: Wednesday, January 28, 3:PMTo: infoSubject: Complaint ID #***I am showing the specified amount requested was refunded to my credit cardTransaction date was 1/21/and it posted on 1/27/

Please review notes:
10/17/reservation made for QQ Suite for $arriving 12/10/checking out 12/12/= confirmation 3***
10/17/reservation made for King Suites for $arriving 12/11/checking out 12/12/= confirmation ***
10/28/
reservation cancelled for confirmation 3***
The reservation made for arriving one day later was not cancelled, our system based on the information offered by guest only cancelled one roomEach room has a confirtmation number and each room has a cancellation number

*** *** * ***
*** *** *** ***
*** *** *** ** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** ***
This business is well aware they charged us twiceI have voicemails and emails of apologiesThey have no decency and think they can get away with all the trouble they caused usThe extra charge was withheld for two weeks and we had to wait to get our money backThey ruined our vacation and our anniversaryThis is the most inconsiderate and horrible customer serviceFact is the assistant manager suggested it was some kind of joke that we would look back and laugh about itIs it not funny and they are lying my bank statement proves it!!!

Complaint: ***
I am rejecting this response because: I was never notified that I could not change or even modify my reservation
Regards,
*** ***

Greetings ***,Please allow me to apologize for the added stress and inconvenience we placed on you during your stay at the Comfort Suites.I greatly apologize for the way our housekeeping manager handled the situation.This is unacceptable and we do not run our hotel in such a manner.I have
discussed this issue with Miss *** and made sure she fully understands this is not how we treat our guests. I can guarantee this will never happen again in the future. I have double checked to make sure you were not charged any additional fees. Again, my apologies.Have a great day!Kind Regards, *** ***General ManagerComfort Suites-Peoria, ILWWar Memorial Dr.Peoria, IL 61614phone: 309-688-3800fax: [email protected]

Initial Business Response /* (1000, 8, 2016/06/02) */
This guest made a day advance purchase reservation on April 2016, on our Franchisor's web-siteAt the time of the reservation the guest would be informed that this was a advance purchase non cancellable reservation for May As
many companies, Choice offers a deep discount on these reservation as a condition of non refundable and non cancellable reservationThe day this guest was trying to check in, we were fully booked and the reservation would have not gone throughIt was not the fault of the hotel
Initial Consumer Rebuttal /* (3000, 10, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their web site changed the date and it was not a deeply discounted rateI checked their rate and it is about the same as my AAA discountThis is a bad company with horrible customer service

We are a non smoking facilityThe guest initialed to acknowledge that she knew we were gonna charge a fee if smokedAfter guest checked out, my staff noticed that there was a strong smell of cigarette coming from room that guest occupiedThe staff left me a note because I had taken the weekend
off to spend time with my familyI went to the room and noted the smell as soon as I walked to the doorAs soon as I opened the door, the smell hit me in the faceI went straight to the desk & charged the guestWe have a policy that at least staff go to room to confirm smoke smellFor this particular room, there were of usThe included from management, from maintenance, from laundry and housekeepingAfter we all checked room, it was confirmed without a doubt the room was smoked in!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They may be legitimate charges, however it is terrible customer serviceI had made the reservations less than hours in advance and called within minutes if airlines contacting me that Indianapolis was no longer an optionThe total was not it was 122+ including my deposit online.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This issue was entirely negligence on the side of your staff and since leaving the property we have never been treated with respect as a customerYou are holding my money hostage on account of my very truthful reviews of your businessI attempted to resolve this matter, saying I am more than happy to change my reviews once this issue is resolved and my money refundedYou are unwilling to do anything about this unless I act first which is not good customer service and provides me with absolutely no assurance you would stay true to your word
Regards,
*** ***

10/27/-- Spoke with general manager of the business and he stated that a refund was issued on 10/14/in the amount of $

You server keeps giving me an error message(see below) and not allowing me to send you the picsI tried both on my home computer and now on my work computer+

Dear Mr[redacted],

We strive to do our best to serve all of our guest with great services, amenities, and a pleasant stayWe apologize for the inconvenience and stress that you experienced during your stay with us in EufaulaWe are currently in the process of rebranding the property and operate as an independent hotel during the transition periodGuest services welcomes the opportunity to explain this process in detail to youWe are not fully staffed at all hours because we are a limited-service hotelAs such, when you requested your linens be changed around midnight, the front desk staff was only on-site and available to assist you and your roommateWe hope they were able to promptly resolve any issues to your satisfaction
We are sorry that you decided to check out earlyPending transactions that you experienced on any bank cards are in regards to your stayPending transactions are finalized upon departureYou can always send inquiries to your bank regarding how quickly they will process the activity and update your bank accountsTypically in our experience, this process takes no longer than 24-hours for most credit cards and 5-business days for bank debit cardsIf you need further assistance understanding your reservation, please call us and a guest service agent will be happy to assist you
Hotel policy forbids guest service agents from allowing strangers to enter a room that they are not registered forMore importantly, it is company policy to ensure only registered guests into hotel rooms for the safety and security of all staff and guestsNext time, if you have a situation where two people need to enter rooms only reserved for you prior to your arrival and check in, please reconsider using our hotel's authorization form that you were informed of by guest servicesGuest services agents accept this form via post, email, or fax for your convenience and can use the form to further assist you and your roommates' needsOur free continental breakfast consists of a variety of items available daily from 6:00am to 9:00am CDTPlease visit the breakfast area to enjoy items such as pastries, juices, coffee, etcat no additional charge for registered guestsOur hotel routinely passes many inspections year-round by governing authoritiesThese results are publically displayed on site for your reviewIf you have questions about the nature of these inspections, please direct them to guest services who will be happy to assistOur staff thanks you for your input and will continue to learn from experiences and comments such as these to better serve future guests
All the best,
Staff and management

Yes, it has been resolved. It took several weeks, but I was eventually refunded
"MARGIN: 0in 0in 0pt">Thank you,
[redacted]

Dear [redacted] I’m reaching out to you today in regards to your stay with us Saturday 2/17/18 at Comfort Suites hotel. I have looked into this matter and found that the guest Renee McAfee booked her reservation through online/mobile phone app. You booked your reservation at 22:55 (10:55pm)...

through the reservation booking system for arrival date 2/16/18 for 1 night with the departure of 2/17/18. Check in time is 3pm with a 4pm cancellation. Our hotel held the room for you and at 3am our system will automatically charge all rooms in house credit cards for their stay and if any arrivals that have not shown up a NO Show Charge to the guest credit card that was needed to be provided in order to book your room. When you booked your reservation it was still Friday 2/16/18 so you would have needed to change the arrival date to Saturday 2/17/18 arrival date and 2/18/18 for the departure date. We have no control what guest do when booking their rooms. It is very important you verify all your information is correct when you purchase something or provide your credit card for services. We have plenty of guest who arrive to the hotel after midnight needed a room. The hotel wouldn’t have known that your reservation was booked for the wrong date. However you should have been sent a text on your phone and an email confirming your reservation. In the confirmation it will state your arrival and departure date, room type, room rate, our cancellation policy and directions to the hotel. This is the first to hear a guest received a text confirmation confirming reservation but not stating arrival and departure date with no cost. I would check your email for your confirmation too. In the text screen shot you provide it states an email confirmation has been to [redacted]. Also when booking your reservation through the reservation system it would have state that you have exceed the time for cancelling your reservation before you selected the button “book my reservation”. Our hotel has no control with the online booking system with [redacted] Hotels nor is our hotel in charge of sending email or text room confirmations. You are not the first person to book the wrong dates. We always advise guest to call hotel directly when booking a room or call the hotel directly after you book your room online just to insure it was done correctly. We deeply apologize for any inconvenience this may have cause you or your family during your stay. I have contacted [redacted] Hotels about the [redacted] Hotels app. Have a blessed week. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have attached the text confirmation I received after making my reservation.  As you can see, there are no dates included anywhere.  I did not receive an email confirmation as you stated neither in my inbox or spam.  Surely you have a way to check that?  I do not feel this issue has been resolved.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: We are trying to solve this issue and the manger sends a response saying they blocked me and we had no issues? Is this how a customer service manger handles complaints? Expedia is taking the hotel off the website due to many customer complaints. I expect a refund and to be treated as a customer not called a liar and blocked? please anyone looking up this hotel be for warned. Sincerely,[redacted]

To whom it may concern,Upon further review, all steps taken were correct.  Unfortunately, we will not be refunding the guest.  Guest was notified of all charges and authorizations.  If you have any questions please feel free to contact us.  Thank you.James N*Regional ManagerP.O. Box 98 Dillon, CO 80435Office: 970-513-0300Fax: 970-513-0330 • [email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and...

the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] ---#[redacted]This issue has been resolved.Thank you for your time,[redacted]

Complaint: [redacted]I am rejecting this response because: I asked for a new room and was told I must pay for it at three times the rate. I asked to speak to the manager was told on not available call on Monday as I did not available.  Expedia tried calling the Manger with nothing.  Even choice hotels was getting any responses.  So don't stay here if you have issues and you will the manager will call you a lier and never respond.  WORST HOTEL EVER AND EVEN WORSE CUSTOMER SERVICE. Sincerely,[redacted]

I am rejecting this response because:This is the reason why I placed a complain and have been arguing with the hotel in the first place.  This is what I've have informed the general manager from the very beginning and no one at the hotel seem to be listening.  I went online and cancelled BOTH, and I repeat BOTH of the hotel rooms that same day, less than a minute a part and triple checked to make sure that BOTH rooms were cancelled.  At all times, I received the SAME cancellation number for BOTH of the rooms.  Because I booked the rooms on the phone, at the same time, with the same employee, it was assumed that the reservations for BOTH ROOMS were under ONE RESERVATION, which was mine, the only person who booked the rooms to begin with.  So when I cancelled BOTH ROOMS, receiving ONE cancellation confirmation made sense.  Apparently this is an honest mistake, one that I am continuing to pay for, because there is no such thing as customer service at this specific Comfort Suites.  My family and I still have plans to drive down there to attend my stepson's USMC graduation at Parris Island, once he heals from his injury and is able to get back into training and you better believe that I WILL NOT plan on booking with Comfort Suites and I will make sure to let the rest of the parents of recruits know not to support/book at your hotel as I cannot continue to support a hotel who cannot comprehend an honest mistake and do not support military families.  IWe are a very honest family who have no malicious intentions and I am very offended by how I'm being treated in this situation. I have other things that I have to deal with and do not find 'fighting' for my money very fun.  This is time consuming and very aggravating as it should have been resolved a long time ago- if someone was listening to my argument.  Rest assure that I will be posting on all  hotel review sites and recommending all travelers to consider booking elsewhere as I do not want them to deal any kind of headache, like I have been for the past 2 months.
Regards,
[redacted]