Comfort Suites

I apologize for any confusion that may have occurred when booking through a 3rd party. As you mentioned in your original complaint you booked through Booking,com because it was cheaper. [redacted] offers lower rates with certain circumstances. One being a non cancel guaranteed reservation. At the time of your booking you agreed to their terms and payment was made to them for your reservation.

Initial Business Response /* (1000, 7, 2016/01/20) */
To whom it may concern,
We do not sell anything on the internet.
We do not have any trial periods on products. Not 14 days, not 9 days, or any days. We stand by our products sold in our Spa without limit.
We do not know any [redacted] from...

[redacted]. We serve only our neighborhood - around our location.
We were open around Christmas time.
Considering all of the above as verifiable facts, we do not know who this person is and why this person stating what is in the complaint.
Best Regards,
[redacted]
[redacted] Spa

Complaint: [redacted]
I am rejecting this response because: The original contract for the room was $300 with a $150 deposit which my friend paid at the time of the reservation and I paid the balance with tax the day of the event. Therefore, this is untrue that the room was discounted after the event. We are asking for a discount for having to set-up the room.
Regards,
[redacted]

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.  I have sent, via email, a copy of the Doctor's statement.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
Hello Mr. [redacted],I could not respond on the site so I am emailing you a response.Our management team has concluded that it was not a hotel error that the guest was charged "twice" but we will refund all charges for the inconvenience.  Attached you will find an invoice of the refund.  Thank you and have a great day!James N*Regional ManagerP.O. Box 98 Dillon, CO 80435Office: 970-513-0300Fax: 970-513-0330 • [email protected]

I have had the worst experience of my life at this hotel. It began when I was in Texas and became ill. My spouse went to this hotel (picked out by choicehotel.com) he booked us a room for 2 days. As it were, we ended up going one day earlier. We were both quoted 2 different prices. We attended church on Sun 3-8-15. We left my sister behind in my room. When we came back from church my sister informed us some woman used a key card and came barging into our room! My sister saw the woman and asked her if she worked there, the woman said no. We immediately reported it to the Front Desk Clerk. She did nothing but change out our key card, never did it dawn on me to call the police. Again, I was very ill. When it came time to check out the Mgr. told me that he was checking his camera's and would email me the information. I asked for the copy of the bill and was told "I will email you that as well". I SHOULD have known better. As I sit here in tears, there have been 3 different amounts pending on my credit card. Today, we were informed via online, by my Credit Card that there was one bill with a figure high as the sky!!!! I called the Mgr of the hotel, the front desk girl mgr was RUDE and hung up on me! Still, not one email! I emailed the Mgr the other day 3-10-15, he has NEVER replied. I called him again today, he lied to me, said at first the Front Desk Mgr. gave me the bill (LIAR) and told me if I lost it then that was not his problem. Later on in the conversation, he said he gave me the bill. I received NO BILL from NOBODY. I begged him to send me an email of the bill. He said he is doing it as we speak. He also informed me that he would NOT speak to me again unless it was via email?!? He NEVER replied to any of my others, is this a joke? I am out of pocket over 396.00 with no bill, no explantion, no NOTHING. I am disputing this with my credit card company. He also told me if I didn't like it to go to consumeraffairs.com and complain there!!! I went to that site there is over 89 COMPLAINTS....why has this place not been shut down? Class action suit? Anything? I am so hurt, so angry and now, so BROKE.

I have reviewed your comment regarding my staff's performance and I did not find anything wrong. They were just doing their duties. Customer service is very important to us and I offered you a resolution for this case but unfortunately you want it on your terms and I will not agree to that.

[redacted]
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]

---------- Forwarded message ----------From: <[redacted]@ihmproperties.com>Date: Thu, Apr 16, 2015 at 10:46 AMSubject: [FWD: RE: The Comfort Suites [redacted]]To: [redacted]@myRevdex.com.org
Good Morning,
I received another letter, as far as our conversation went with [redacted] we were in agreement all was solved.
Please let me know if there is anything else I can do. Thank you
Jennie N[redacted]General Manager
Comfort Suites-Exton###-###-#### (p)###-###-#### (f)700 West Uwchlan AvenueExton, PA [redacted]
Ranked #1 of 7 hotels in Exton
-------- Original Message --------Subject: RE: The Comfort Suites [redacted]From: <[redacted]@ihmproperties.com>Date: Fri, March 27, 2015 8:10 amTo: [redacted]@myRevdex.com.orgI spoke with [redacted] yesterday. I believe we are all cleared up. Thank  you
Jennie N[redacted]General Manager
Comfort Suites-Exton###-###-#### (p)###-###-#### (f)700 West Uwchlan AvenueExton, PA [redacted]
Ranked #1 of 7 hotels in Exton
-------- Original Message --------Subject: The Comfort Suites [redacted]From: <[redacted]@ihmproperties.com>Date: Thu, March 12, 2015 11:12 amTo: [redacted]@myRevdex.com.org
I am responding to complain [redacted]. At my last contact with client, I advised her to contact her bank and get a fax and name of a person to have her hold released, and I would help her do that.  That is how debit cards work. She never got the information to me and hung up on me instead. I would assume by now the holds have been released. I even in good faith gave her  40.00 of my own money for tolls on way home, I have not ever done that.  I don't want back just have this cleared and be done with complaint.
Thank you [redacted].
Jennie N[redacted]General Manager
Comfort Suites-Exton###-###-#### (p)###-###-#### (f)700 West Uwchlan AvenueExton, PA [redacted]

To whom it concerns,We, Comfort Suites New Braunfels, TX, received a complaint filed with the Revdex.com by a Mr. [redacted] about a faulty charge occurring for a No Show booking with our hotel on the 12th of August 2016. His claim is that he was unfairly charged after he had...

mistakenly booked for the wrong night.   Comfort Suites contends this claim by asserting that our policy is a minimum of 24 hours notice of cancellation to waive any potential charges moving forward. That is Comfort Suites policy, we are unable to influence policies maintained by third party booking entities.   While we sympathize for Mr. [redacted] having made a mistake booking the incorrect day, we were at full capacity for the evening of the 12th and would have lost greatly needed revenue after holding the room for the duration of the night. On August12th out of 62 rooms we had 58 rooms occupied 3 rooms out of order and 1 room No-show (Mr [redacted]). Unfortunately, again, we understand he claims it was a mistake and most certainly may have been, however not having and correspondence of any kind precluded us from refunding monies for the night of the 12th.   We have attached a file verifying our hotel capacity for the night of the 12, August 2016.   Thank you for your consideration.   Regards,   [redacted]

08/05/2014 11:44AM FAX [redacted]9 COMFORT SUITES 6FLAGS 1410002/0002
TO,
Revdex.com CORPORATE OFFICE,
AUSTIN, TX 78752
KIND ATT'N: MS. [redacted] (Dispute Resolution Specialist) 
Complaint ID:...

[redacted]
Hello Ms. [redacted],
In response to the complaint ID [redacted], I would like to provide our response on behalf of our hotel.
1. Guest never made the reservations directly through hotel.
2. Guest had made reservations via third party site [redacted].com 
3. [redacted] had sent us cancellation notifications for the guests all the rooms on July 17, 2014 at 09.01 PM. (We can provide the copy of cancellation notification)
4. [redacted] always maintain guests privacy and do not provide any guests information to hotel 
besides guest names so hotel would not be able to contact guest to notify cancellation.
5. Hotel had received cancellation notification so all the reservations were cancelled based on that.
6. Guest never called before the date of arrival(July 26,2014) and showed up to the hotel but hotel did not have their reservations due to the fact that they were canceled by [redacted].com 
7. Hotel staff informed the guest and showed them the cancellation notification sent by [redacted].com 
On behalf of our entire team I would like to apologize to the guest and their families for the inconvenience and all the hassle they had to go through. I would also like to send them FREE 5000 Choice Privileges Bonus Points to compensate for their time. They can redeem points for future stays in any Choice [redacted] Internationals franchised hotel if they are CP members. And if they are not then I would love to help them become CP Members.
I would also like to provide the statement of our Front Desk Manager Ms. [redacted] in her own words.
"I always tell guests when they call that they are welcome to Check In any time after 3 PM
confirming their reservation but I don't remember and never did I say I remember the
conversation with this guest. I speak to a lot of people daily and I don't remember I talked to this guest about their reservation. The guest booked rooms through third party who faxed us paper work to cancel rooms due to system error so we cancelled all the rooms. Our staff were really trying to explain the situation that we were sold out that night and had no rooms left to sell but guest would not leave the property and obstructing exits. I understand their frustration and I apologize for not able to help them out that night."
Please let us know if guest are willing to accept 5000 CP BONUS Points. Again, we all apologize for failing to fulfill guests request,
Sincerely,
[redacted]
[redacted]
Comfort Suites Medical Center near Six Rags
 
08/05/2014 11:44AM FAX [redacted]9 COMFORT SUITES 6FLAGS 141 0001/0002
Revdex.com. Revdex.com Corporate Office 
1005 La POsada Drive 
Austin, TX 78752 
Phone: ###-###-#### 
Fax: ###-###-#### 
[email protected] 
www.centraltx.Revdex.com.org 
Friday, August 01, 2014
Owner/ Manager 
Comfort Suites 
5130 Vantage Way
[redacted], TX 78249
Dear Owner/ Manager: p\et-t-yr, R-1-±-k(\
Revdex.com received a complaint about your business, The complaint was submitted on 7/31/2014 11:26:21 AM and was assigned an ID of [redacted].
Although Revdex.com makes no judgment on the validity of this complaint, we recognize that there are two sides to every dispute. We are simply requesting your cooperation in making a good faith effort to resolve the dispute, regardless of the settlement explanation given by the consumer. Our objective Is to assist both parties In reaching a resolution outside of the legal system.
Please review this Information and respond within the next 10 days.
If you received this complaint via email simply click on the "Respond to this Complaint", link located on the left, when you are ready to answer.
If this complaint was received via postal mail, the complaint detail Is printed on the back-side of this letter. Please state your position in a letter and fax or mail back to Revdex.com. All responses will be copied to the complainant.
Please understand that the consumer's complaint and your response may be publicly posted on the Revdex.com Web site (Revdex.com reserves the right to not post In accordance with Revdex.com policy). Please do not include any Information that personally identifies your customer. By submitting your response, you are representing that it is a t[redacted]ful account of your experience with this consumer. The 888 may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
If You should have any questions or concerns, please do not hesitate to contact me. 
Regards,
[redacted] 
.Dispute
866 Complaint ID: [redacted] ([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

[redacted]
I am rejecting this response because:
We spent the entire week of our vacation at different hotels. No other hotel charged us twice. You know you did that but won't admit it with the Revdex.com. Like I said I have voicemail, email and our bank statement proving you charged us twice. I am also reporting your behavior to your management company. You should be fired for the very poor customer service.
Regards,
[redacted]

I am responding to a customer complaint filed with your office(ID #...

[redacted]) against the Comfort Suites [redacted]. On Monday morning the guest asked to speak with me. I went to the lobby and she shared with me that on the day before while her family was eating breakfast that she felt he Cafe' attendant was rude to her children and another child. I apologized to her and assured her I would look into the situation and address the issue. I also purchased a gift certificate to a local restaurant (of her choice) for her family, as she had shared with me the nature of their visit with me and to offer her assurance that we were sensitive to their situation and that they indeed were welcome and valued at our hotel.
Upon further investigation: I was made aware that the issue in the Cafe' had been prompted by the young children being unsupervised at the breakfast buffet. It is clearly posted in the Cafe'; that children must be accompanied by an adult. As there are many things that a small child could get injured with. In fact at the very time that this guests child was in the Café  another unsupervised child dropped and broke a glass syrup container in the middle of the Café floor. The attendant was trying to clean up the mess, and keep these children from getting hurt.
Although exasperated by the situation she was not rude.
During the remainder of this family's visit with us we went out of our way to make them feel welcome. However, it seemed in spite of our best efforts there was an issue and expectation of further compensation everyday. All of these issues were prompted by the children being in potentially hazardous areas of the hotel unsupervised. At no time was any member of this family ill-treated, disrespected, or harassed.
We take pride in offering all of our guests top quality accommodations with superior customer service. We are listed as the #1 hotel of choice in the [redacted] area, on Trip Advisor. I can assure you we would not receive that honor if we did not take proper care of our guests. I would also like to add that we  are ALE Solutions (insurance company of above mentioned guest and paying for their accommodations) #1 accommodation choice for their customers in the [redacted] area. A partnership we value highly.
I thank you for the opportunity to respond to this claim, my staff and myself are available for any further information you may need.
Sincerely
[redacted]
General Manager

Complaint: [redacted]
I am rejecting this response because:
There is no truth to the fact that we didn't call to confirm our reservations, the call to the hotel was made on July 23, 2014, I also have proof of the phone call being made and the length on time that the phone call took. I'm also not in agreement with [redacted] statement about obstructing the exist, no one was obstructing any exists( the video footage from the hotel can prove that) we were all sitting down in the lobby waiting on the GM to come (which was a lie that was told to us, as well) . Once again lies are being told and that is unacceptable. Mr. [redacted] stated that he had proof of the cancellations, well I'm asking for a copy of both cancellation notices from [redacted] and the hotel cancellation of the rooms so that I can see for myself. All I'm trying to get from this is someone to take ownership of this mistake and that hopefuly no one else will have to experience this kind of treatment.
Regards,
[redacted]

Dear Representative,Mrs. [redacted] arrived to Comfort Suites on 2/12/16. She wasprovided a registration card that was initialed by her providingacknowledgement of her stay information. (See attached) Sheinitialed the arrival date of 2/12/16, departure date of 2/14116, rateof...

$129.00 for the night of 2/12/16 and night of 2/13/16. She alsoinitialed a few other lines including we are a non-smoking facilityand do not allow pets. Mrs. [redacted] also signed at the bottomacknowledging the hotel is not responsible for any overdraftcharges resulting from holds placed on cards.When she had contacted me in March to explain she had onlystayed one night, I asked her to allow me to investigate whatcould, have happened and to call her back. After looking throughdocuments, it was found that her room was cleaned as a stayoverand not a checkout on the morning of 2/13/16, indicating that shewas staying the two nights agreed upon during check-in. Ifhousekeeping goes to a room that is a stayover and no guestbelongings are in the room, it would be cleaned as a checkout,indicating she was no longer staying and she would have beenchecked out of our system. (See attached) After informing Mrs.[redacted] of this information, she stated she has a receipt thatwas given to her at checkout. I asked if she could please send methe receipt with a zero balance (which would have been shown ifshe had checked out). I agreed that pending .proof of a receipt of’a zero balance, I would credit her account. She had sent a receiptbut had not shown a zero balance. I explained to her that thereceipt she provided did not show that she had checked out butsimply shown she was given a receipt for her stay up to date. Thereceipt she provided would be the same receipt a guest canobtain at any time during their stay simply stating their balanceowed.Please contact me with any other questions or information I canprovide.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will accept that offer even though I do not want to. I will be filing a complaint with the [redacted] board and demand that hospital be investigated for uncleanliness. I am also in the process of filing another complaint against the same corporate office that owns this hotel. It has been one issue after another with the hotels owned by choice hotels. 
Regards,
[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Yes we did get charged  twice  at our bank and we have our bank statements  for our  proof.We only  stayed  the one night at this hotel.And they charged us for a night we didnt  stay.  And  they have refunded  our money back they owed us back to our bank account. We will never stay at this hotel again. And will never use our credit card for a room again for them to have access  to our account.

We received your complaint regarding [redacted]. Whilst we strive to provide excellent service, our hotel does have rules and regulations that we must follow. The above mentioned guest checked in late on the night of April 9th, 2015 or early on the day of April 10th, 2015. Per any hotel just like...

ours, if a guest checks in before 7am charges are incurred for the previous night. This guest knew and agreed to the 3 nights charge. Her credit card did not authorize for the last night and therefore they were to be checked out on the morning of April 11th, 2015.As a business we do require and feel completed justified to at least ask for and retrieve payment for the services we provide. The above mentioned guest obviously is unhappy because she does not want to pay what was agreed upon during the check in process. Once again we believe we have not done nothing wrong. rules and regulations must be followed at any business and that is what we did. [redacted] was doing his job and explained the situation in detail to the guest. Thank you for your time.

Good Afternoon [redacted], Thank you for your recent inquiry, I was made aware of your situation upon check in during the weekend of [redacted] in [redacted] (Feb 16-18th). Our Front Desk agent [redacted] contacted me late at night saying your reservation was cancelled via [redacted] and that...

your were not made aware of this. I apologize on behalf of [redacted] and our agent for any confusion. We did however have rooms available to purchase at the same rate offered through [redacted] bookable through our front desk upon time of arrival. Understanding you chose to speak to my staff with foul language and disrespect, I feel you did not work to achieve your goal of a room night while staying in Arlington. Instead chose to stay with friends in the hotel as your answer to the issue at hand, that is your choice and I stand behind your decision to do so on your own accord. Your reservation transferred from [redacted] did not provide any contact information to reach you (i.e. No Phone or Email) not helping the matter.  Also we are unsure how/why you felt you were charged for this room that was cancelled (please see attached) as no charges were placed on your card account at any point after booking your room or during your stay. Please feel free as always to reach out to the hotel or [redacted] if feeling disgruntled about the situation. WE ARE HERE AND HAPPY TO HELP. If you have any further comments or questions feel free to reach me direct at [redacted]. With Regards,[redacted]