Comfort Suites

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This business is well aware they charged us twice. I have voicemails and emails of apologies. They have no decency and think they can get away with all the trouble they caused us. The extra charge was withheld for two weeks and we had to wait to get our money back. They ruined our vacation and our anniversary. This is the most inconsiderate and horrible customer service. Fact is the assistant manager suggested it was some kind of joke that we would look back and laugh about it. Is it not funny and they are lying my bank statement proves it!!!

We offered to pay for the cake, which was quoted at $60.00. When that was refused we offered to compensate with a refund of 40% of the room (not both).  The response we filed uses proper punctuation to annotate that it was one or the other. She also filed a complaint with Choice Hotels and they offered her 5,000 points.  We can offer her the 40% off the room and Choice Hotels can provide her with the 5,000 points.

To Revdex.com:
 
In response to this complaint, the hotel inspected all reports related to the date this guest was checked into this hotel.  We examined our front desk logs, guest account notes, inquired with staff working at the front desk, housekeeping supervisor and our maintenance on duty...

and did not find any complaints from the guest. We keep a detailed log on guest comments and complaints for each day to maintain good communication between all staffs on differing shifts. There was no issue from this room.
 
Our hotel and all our staffs work to provide excellent service and amenities to our guests.  Had this guest reported any problems with the room, we would have confidently resolved it during his stay.  All of the rooms in this hotel were renovated in 2016.  The furniture, beds, bedding, and the carpets are new.  The tub and the bathrooms were renovated as well.   Also, we are a 100% smoke free building.  Any incident of smoking in any of our rooms are reported to the management and inspected.  Smoking policy is that a fine will be charged if anyone is found smoking in a room and there were no incidents of smoking in a room on this date. We have rented out this room to other guests after this guest checked out did not have any issues. 
The guest booked this room on line, and prepaid for it through Expedia.  The guest chose the type of room and our hotel delivered the services requested by the guest.  The guest fully utilized the hotel services without any complaint while he and his party were here.
 
The guest reported problems only after he checked out of this hotel.  He made a complaint on every media channels, demanding a refund on the services they used. Expedia guest relations contacted the hotel 3 times, on 3 consecutive days this week and concluded that they too would have been able to act on his call if he would have contacted him during his stay.
 
The hotel is not at fault and does not owe him a refund.
 
We want this harassment to stop.  This hotel will put a block on this guest for all future stays here. 
 
Please dismiss this complaint against our hotel.
 
Sincerely,
 
Allison J[redacted]
Assistant General Manager
Comfort Suites
425-[redacted]

[redacted] refund was issued on 6/14/2017 in the amount of 111.43

This hotel will not be refunding the guest.  The hotel was not given the opportunity to respond to or confirm any issues in the room this guest stayed in. 
Guest satisfaction is very important to our hotel, thus we work to provide excellent service and amenities to each of our guests. If a guest reports an issue, we act immediately to resolve the issue.  A new room can be issued, items in the room may be replaced, guest room service may be called, and compensation would be given for a fault due to the hotel as needed.
The guest did not report any issues while he was checked into the hotel.  The hotel was contacted through Media channels regarding his issues several days after the guest checked out.
When the hotel received his complaints, we investigated his argument. The hotel’s goal is to take care of our guests: past and present. We checked our front desk logs, our Housekeeping reports and the maintenance reports for days prior to and following this guests stay.  We spoke with our staff on duty to ensure correct information was collected.  We also checked the occupancy of the hotel rooms for this date and had 20 other rooms we could have moved him into had we known he had an issue with his room.  The notes and logs and staff inquiries did not show any report of issues from this room.
The standards of Comfort Suites in the Choice Hotels brand is set very high and our staff work to provide excellent experience for all our guests. The condition of our rooms is checked thoroughly to ensure each guest receives the same excellent standards every time they check in. 
We would like this case closed.

WARNING Do NOT stay at this Comfort Suites, Worst hotel EVER, Management is horrible. Manager has her young daughter working the desk who is very rude to guest, during our stay a long time guest committed suicide on the first floor by using a gun. I was there with a figure skating team ages 10-17 some of our younger girls were very upset by what had happened after learning it, and seeing some of the commotion. I rented an extra business room they had for a rehearsal for my team but was not able to get everything finished because of some of the girls and the situation. I spoke to a desk clerk trying to see if it would be possible to use the room the following evening for like half hour since we were not able to accomplish what we needed to due to the situation. Her response to me was "No one shot themselves in this here hotel" I let her know I understand they may tell you to say that, but I was there when this occurred. Her reply "I'm not sure what occurred but No one shot themselves in this here hotel, do you think our staff would be cleaning rooms if someone shot themselves. That was a simulation". What hotel feels the need to hold a simulation for a suicide much less shoot off a gun, and remove a fake dead body??? Wow now that's great for the kids to watch! when I approached the manager she of course stands up for the daughter and says how I was rude to her because she has it on security cam. Well that's great because the security cam there is no sound so not sure how she would know what was said ... Oh yea ... it's her DAUGHTER. The so called manager literally asked if she needs to call the police??? For what?? Asking to use your extra room and complaining about your rude daughter? Day two as I'm getting my girls ready for competition and I'm on the outside of the building with two of my skaters, I notice police cars pulling up which I thought had something to do with the recent suicide. 5 cars all together, the manager walks out of the building and says that's him he's the one causing commotion with all the guest and our staff. Claiming to the police that I was yelling in their lobby about a dead body. I have over 14 witnesses that claim other wise. I never raised my voice with this woman. I encouraged the police to check the security cam and you will see how when I approach her I even go to the side of the desk to keep it on the down low, but because the complaint was about her daughter she didn't like that. The police said to just stay away from her and deal with corporate. when you ask who the owner is she claims she is, which is not the case, even local businesses said she's not the owner and let me know who was. Staff members even pointed out the owner and when I tried to speak to her she denys being the owner. We had 16 rooms in all and didn't even stay the last night, yet money was never refunded. When called trying to ask about the last night the manager hung up on us. Called corporate and hotel claims they sent us an email which they never did. DON'T WASTE YOUR MONEY ON THIS BATES HOTEL! Better off sleeping in your car! By the way Home office for Comfort Suites really does NOTHING about it! waste of time and energy and they should be ashamed to have this location with their name on it. They have lost my business!

Complaint: [redacted]I am rejecting this response because: The rings were reported missing once my wife NOTICED they were gone from the exact location it was placed. You think we are just sitting in a hotel all day no because we have things to do. If I place anything somewhere it will still be there; inanimate objects don't just grow legs and walk away. It was never placed in a coffee filter it was placed NEXT to the coffee machine. Upon noticing the rings missing, and as you say not  in a "timely manner" from Monday to Wednesday, and as if you would have retrieved them the same day, and as if you check every item you own each day to make sure it is still there. Yes you offered to help look, as if we did not already look everywhere in that room to include our belongings. Nobody in this world is just going to admit to guilt. They have to be caught in the act or evidence, like video, proves that someone stole my wife's rings. You might have have a bigger issue in that establishment so we checked out early. Regards,[redacted]

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To whom it may concern,The customer was not charged twice but the extra pending charge was an authorization taken at check in.  The...

guest was notified of the authorization at check in and even had to initial and sign on the registration sheet.  Pending authorizations are also explained to guest that it may take 7-10 business days to come off account.  We apologized to the guest for the inconvenience via email and in person but the guest is adamant it is our fault.  We will not be giving the guest any refunds or free night stays for this matter.  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 • [redacted]

To whom it may concern: This letter is in response to the guest's Revdex.com complaint submitted to us on August 10, 2015. Allow me to personally apologize for our staff not providing you with proof of your stay. It is our policy to not generate receipts for guests who book and prepay a reservation through...

a third party provider because it is actually blocked from view in our system. Management may override this function if and when necessary and although the dates of stay will be listed the rates themselves will not show as accurate due to pricing contracts with third party entities to pass along savings to guests. On August 14, 2015 I performed an override to your account so the folio would be visible and emailed this directly to you, the guest, from our Choice reservation system. Being a part of the military community and an Army family myself, I understand the importance of being able to provide finance with proof of stay. In addition to the email I sent you, included with this fax to the Revdex.com is the same copy of the receipt I sent you via email as well as a simple print screen that shows your dates of stay and the website with whom you made your reservation. Again, the rate is not exact but it will show that you were here. I hope the information provided here and attached is sufficient for you and your family. My sincerest apologies again if any of our staff implied or acted with any sort of rudeness towards you. If there is anything further I may help you with please feel free to contact me directly with the above contact information. Kind regards, [redacted] [redacted] Front Desk Manager

Pleas accept my deepest apologies on your stay not being a pleasant one, while you where with us. Please know that it is very important to us that all of our guest feel secure and comfortable while they stay with us. While I wish that you brought your dissatisfaction to our attention while you...

where with us so we could make the remaining part of your stay comfortable I am glad that you brought these items to my attention. I assure you that we abide by a security measure to ensure that all out guest personal information (including credit card numbers) are secure at all times. The authorization binder dies stay behind our front desk, which required one to have a key or code to access behind the desk and contains only the last 4 digits of the credit card. This binder is located behind the desk to offer the front desk agent quick access to this information to expedite the check in process. While I do understand your concern, we will look into alternate methods and additional ways that we can add security to the binder of information.
I also apologize that the fire alarm went off during your stay making you feel uneasy and the water lacking in heat, which added to your dissatisfaction. While I wish it was possible for me to extend the hospitality of giving you complimentary nights at other Comforts Inns to show you that as a brand we do not operate like this, each property is individually owned. I would like to extend the offer of offering you a complimentary night here at the Comfort Suited Southport. If you would like to take me up on this offer, please call me directly at [redacted].
Once again, I do apologize and hope that you will give us another chance to prove to you that we can offer the hospitality you deserve.
Sincerely, 
Aaron M[redacted]
General Manager

Complaint: [redacted]
I am rejecting this response because: The entire conversation was in English. Discount rate should be applicable now instead of future discounts.
Regards,
[redacted]

We apologize for your unpleasant experience at our hotel.  We strive to make every customer’s stay a pleasant one. We have held a meeting with the front desk staff involved regarding the early check-out, and the confusion with the housekeeping staff.  We have already offered to compensate...

her for the cake, which she refused, a 40% reduction on her room, which she also refused. She said she would post to Revdex.com if we did not offer a 100% refund.  She filed a complaint with our hotel’s franchisor and they have offered her compensation in the form of points.

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.

To Whom It May Concern --
On August 30, 2014, Comfort Suites Starkville is sold out.  Attached you will find a screenshot of our system reflecting that we are sold out for this date and that August 30 does not meet the booking requirements.  On event weekends, we place a...

two-night minimum length of stay requirement.  If we had availability, guests would be required to book both Friday and Saturday, August 29 and August 30.
We reserve the right to set black out dates for special events or high demand dates.  Regular rates are not subject to last room availability as rates do fluctuate day to day.  I sincerely apologize that Ms. [redacted] had an unpleasant experience with front desk regarding how football dates are handled at our hotel.  I will be contacting Ms. [redacted] directly to explain all of the above, and I will add her to the waiting list in case we have cancellations. 
Kind Regards,
[redacted]
Acting General Manager
Comfort Suites Starkville
PH: 662.324.9595
FX: 662.324.1224

[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:   This hotel's response is RIDICULOUS.  I stay in hotels all over the country for my job and I have never been charged the entire bill before even checking out of the hotel.  I got a statement shoved under my door saying the bill had already been deducted and the balance was zero.  This statement didn't magically appear under my door.  Someone put it there.  I called the desk immediately and they said it wasn't deducted and that I had to pay the bill again.  Luckily I had two pre-paid credit cards that I used.  By now, I had paid $344.44 which is the $172.22 twice.  Supposedly the manager said one was a hold.  SO, my question is, if you were already holding $172.22 why did I have go pay the bill again at the desk? Why didn't the hotel just use the $172.22 they already were holding? This is the normal procedure for every hotel I have ever stayed in.  This whole mess has been a nightmare and it withdrew my checking account.  Yes, the manager did give me $40.00 to get back home but it was her hotel that screwed up in the first place.  And to address the issue of hanging up on her, she was talking over me and arguing with me (which again, is rude and disrespectful) and since I wasn't getting anywhere with her I hung up the phone.  I called my bank and as of Tuesday morning, the hold was still in place on my credit card even after 2 days of paying it again. 
If this hotel has a policy of charging the entire bill before a guest even checks out its a crappy policy and should be changed.  And, even if they do hold the entire amount of the stay, DO NOT charge people again at the desk when they check out.  You already have the money on hold.  Why the heck would you charge it to me again?  Again, I stay in hotels all over the country and if someone has a hold of the amount of the room, that is the money they use to pay the room not charge the guest again. 
I would like a complete refund of my stay at Comfort Inn Suites.  I think it's the least they can do for all the nonsense I've had to put up with and the rudeness of this staff to argue with me about a policy that makes no sense.  If this does not get resolved, I plan to file a complaint with the Pennsylvania Attorney General's Office or go to the media.  
Regards,
[redacted]

To whom it may concern:In response to the complaint ID [redacted] (parents and young children stayed in room [redacted] and teenagers stayed in [redacted]):The minor, from [redacted], was smoking marijuana in the west side doorway of our hotel on the evening of March 26th This was seen on our security cameras by our night...

auditor as well as smelled in the lobby and stairwell by my night auditor and guest complaints. My night auditor then had a conversation with the teen asking him to put it out. The teen asked if he should step further away from the building and the night auditor told him that that kind of smoking is not allowed here at all.In regards to the damaged linens, the comforter and mattress pad damages were posted on March 25th. The Choice brand towel damages were 4 bath towels, 2 wash cloths, and 1 hand towel were posted for damages, specifically coffee stains, on March 27th. These charges were adjusted off and refunded on the 29th. As stated in a formal Choice comment on March 29th, guest was offered the damaged linens and towels via an in-person conversation with the hotel's general manager and front desk manager but the guest declined.On Friday, March 25th, Housekeeping notes reflect that the guests had a DND on their door butrequested service at approximately 12:45pm. Though there were no clean towels to give at that timethe room did receive service by the last housekeeper on duty that day, the rest of the housekeeping and laundry staff were finished and/or gone for the day.in conclusion, this guest was charged as welt as refunded for the damaged linens and towels therefore no further refund is due. The smoking charges will not be refunded as the guest initialed the hotel's registration card upon arrival understanding the policy of our 100% smoke=free environment.Regards,[redacted]General Manager

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]

There were communication challenges with the stay in question,she was given a low rate upon check-in for the weekdays and a higher rate for the weekends as our rate jumps over the weekend. The front desk clerk does not speak very good spanish and did not fully understand if the guest wanted to pay...

the higher rate to stay on the weekend.I personally spoke with the guest after her checkout and tried to get her to come back and stay at the rate quoted, but she denied.I also told her that I would discount her next stay with us.

[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.]
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.  The comfort suites contacted me and reimbursted me the money. Thank you
Regards,
[redacted]

[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.]
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]