Comfort Suites

Dear, [redacted]
The individual cancellation policy was specified in the contract that was signed by the organizer of your reunion. It was in the flyer that she sent out to you. As well as on the e-mail that you received. When we were making your reservation, we...

indicated 72 h cancellation policy as well. I spoke to you after the cancellation deadline passed and you mentioned that your plans has changed. I wasn't aware that you had a flu.
We allow cancellations after the deadline has passed in case of  the family death, serious illness that require hospitalization or natural disaster. As we understand you are not falling under those circumstances, but we are willing to offer a refund if you can send us a proof of your doctor's visit on the 10th of September that shows you were diagnosed with the flu.
PLease, e-mail me - [redacted]
 
Thank you
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I just went to your website to check on my complaint and it states the file was closed on 10/14/17.  I did not get any notification from the Revdex.com that there was a response dated 10/3/17 from the business.  We have reviewed the response and we are addressing other issues with Booking.com, however, we are far from satisfied with the hotel’s response.  It does not address the fact that the front desk was extremely rude upon check in, the room was in terrible condition, and the hotel ran out of ice & coffee the next morning.  We still will not accept anything less than a full refund for our 2 rooms for one night.  Thank you,[redacted]

To whom it may concern:
-0.15pt;">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

I would give this motel a negative rating if I could. Do NOT give them your card #!!! They charged my card $1,000 between 3 different charges on three different days and I had to call them to get the money back into my account. The last charge was $248.91 then instead of refunding it they charged it again!!! I was looking at my account and saw the two charges two days apart and they completely didn't get what they had done or at the very least completely denied that they had charged it twice and tried to tell me that's how my bank does refunds. They are is!!! Now I have to dispute the charge through my bank because they denied the charge exists. Then why is my bank helping me with disputing the charge if it doesn't exist!!!

We are in receipt of a notification sent by you to our business. ID #[redacted], complainant name of [redacted]. Upon reviewing her claim and any documentation pertaining to the complainant, she had canceled her hotel room reservation on 2/28/15, cancellation # [redacted]. Her...

original reservation was for a "Free Night Stay" based on her eligible frequent stay points. The complainant is  asking us to return her $60. Unfortunately, we never had collected any payment from her nor did we force any charges of her due to us not having any credit card information from her.
 
We have tried contacting [redacted] on several occasions  regarding this matter and have yet to hear back from her. I will be contacting the "Choice Privileges" department of our organization that handles the frequent stay program. I will inform them that this person is trying to collect "Refunds" from our hotel due to her cancellation of her room reservations. This is not our standard procedure! Choice Privileges may evaluate her account to identify is she had tried doing this at other Choice Hotel properties.
 
Please let me know if there is anything else that I can do for you.
 
Sincerely,
 
--[redacted]General ManagerComfort Suites(IN098)

Complaint: [redacted]
I am rejecting this response because:
Comfort Suites has continued refuse to provide me with any requested copies of their report.   In my email to [redacted],  I requested this documentation along with the name and contact information of hotel owner.   If the owner was a corparation, I requested the corporation name and the president or CEO.  We have asked for documentation of all physical evidence or is it strictly a written report of their own employees.   
In addition, they have not taking into consideration historical travel option or if they did find anything with the room,  that it could have been there from prior people staying in that room (and missed by their staff),  brought in during the cleaning process since there was construction area at the end of the hall.  
It has strictly been their statements saying they found a cigarette butt in that room but there is no evidence or support linking that to us.   Basically, they have no proof the allegation against my family.  We are a non-smoking family and the these are inappropriate charges completely based on false facts.
Regards,
[redacted]

Guest Made the reservation for hotel room through “parksleepfly.com” an online website portal and they charge a fee on guest card which may be $25.00 per reservation.Guest got a guaranteed room booked at the hotel for 1 night and parking for 10...

days. Hotel was not able to cancel the room because of 24hrs cancellation policy. Hotel hold the room and loose revenue that's why hotel charge their share of$83.77 plus tax  ($98.01 total) as per hotel policy on which guest agrees upon while making the reservation Charges from the hotel are legitimate. Feel free to contact me or any further inquiry. Thank you, Ram S[redacted] Manager

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hi, As we have talked and explain all...

the things on the phone to you. We did refunded her $20.00+tax on room charges and here is the copy of the folio is included in the email.We did say sorry and apology to her but she just wanted full refund otherwise she said she would do bad reviews on all the social media and she did it. We did offer her full refund on the night or check in and told her that if she is not going to check out with in the time  then will not offer full refund.But I guess she just wanted full refund after full stay which is wrong. Thanks,RajGM[redacted]

Complaint: [redacted]
I am rejecting this response because: I was NEVER informed that I could not change my reservation.
Regards,
[redacted]

Ok thank you, I will email the pictures now. They may come in 2 to 3 emails.

Yes the guests bank account was only charged one time . if he looks back at his bank statement he won’t find the charge in march but I did refund the guest anyway.

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]

Mr. C[redacted] called from the business stated that the consumer stayed for 2 nights. The parking lot was busy but that is out of his control. And he checked the room that is in question and no mold was found. Mr. C[redacted] stated he checked into the treadmill incident and it was determined it was...

working previously and broke during use. Mr. C[redacted] stated that upon check out the consumer was asked how the stay was and they only thing brought to the hotel attention was that the treadmill was broke. The treadmill in in the process of being fixed now. Mr. C[redacted] stated that no refund will be issued.

I spoke with [redacted] from the business and he stated that the consumer had over the 7 maximum capacity in the room and the police were involved. [redacted] sent emails of the conversation between him and the consumer. 
#222222;">Dear [redacted],Please see the emails below. Thank you.Sincerely,[redacted]Regional ManagerComfort Suites[redacted].[redacted]P.) [redacted]F.) [redacted]                           [redacted]                         [redacted]                        [redacted]                                [redacted]                                [redacted]The information contained in this email communication is intended only forthe personal and confidential use of the designated recipient named above.This message may contain confidential information. If the reader of thismessage is not the intended recipient, you are hereby notified that you havereceived this communication in error, and that any review, dissemination,distribution, or copying of the message is strictly prohibited. If you havereceived this transmission in error, please notify us immediately bytelephone and/or reply email-----Original Message-----From: [redacted] [mailto:[redacted]]Sent: Wednesday, March 12, 2014 2:20 PMTo: [redacted]Subject: Re: Your recent stay at Comfort Suites At [redacted]in Glen AllenHello [redacted],That compliant must was disclosed to a child because it was not disclosed toany of the adults present. Adults were present at all times during the stay.If there was a threat made by one of the girls against any staff as theadult and responsible party for the room, I would have handled thesituation.  Yes I am fully aware and never did I disagree with the policy Isigned. My concern was regarding the inconsistent information givenregarding the issues and never being informed. A better practice in thefuture for your staff is to request to speak with the adult registered toroom verses discussing matters with other individuals in the group.  Thiscould avoid further issues being escalated to this level.  Yes I willcontinue to go further with my complaints due to the inconsistent andunprofessional behavior presented by your staff.Also I will need you to explain the $356.26 charge to my account. The roomwas $215.26 and I was told the $150 deposit was only a hold on the account.Sent from my iPhone> On Mar 12, 2014, at 1:48 PM, "[redacted]"<[redacted]> wrote:>> Dear [redacted],>> I have the surveillance footage if you would like to see the males> that are supposedly not with your group go into your room and also> invited in. I attached a still shot of this occurring and I do haveadditional footage.> Yes, you were asked to leave because of occupancy. Yes this is a fire> marshal code. You are evading the fact that you did sign our hotel> policy and were made aware of it before you even went into the room. I> cannot discuss the matter of the room you are referring to with the> males as that would be a violation of the privacy of the guest> registered to that room. I have gone back through the entire night's> surveillance footage and your statements below do not match what is on> the footage. Warnings to your room were issued in the hallway twice by[redacted], who was working 3 PM to 11 PM.> Upon the second warning, that is when a girl in your group made> physical threats as well as verbal threats to [redacted]. The girl that> was making the threats was informed that if there were any other> complaints the next people to knock on the door would be the police.> After [redacted] returned to the front desk, she received yet anothercomplaint. Police were then notified.> The footage that my director of sales saw was only part of it. The> part he saw showed eleven people entering. This is why I stated in my> original email AT ONE POINT. Balloons and cake do not constitute a> party, therefore, nothing was said about the cake and balloons.> Excessive noise as well as over occupancy do constitute a party and is> a major safety concern in the event of a fire outbreak. [redacted] made> a call over the phone to your room, physically went up to the room,> and was met in the hallway by the girl that threatened her. I would> not ask my staff to proceed to a door if she is being threatened nor is ita action I am willing to tolerate.>> Police were originally called for the disturbance with your room. Upon> investigating your room, it was found that other rooms not associated> with yours were far beyond occupancy as well. They were also asked toleave. The> whole fourth floor was not involved.>> If you feel that you need to bring this matter to the Better Business> Bureau, you more than within your rights to do so. I have discussed> this matter with [redacted] already and informed them of the> situation. I will provide The Revdex.com with the> documentation I have as well and perhaps they can help remedy thesituation.>> Sincerely,>> [redacted]> General Manager>> Comfort Suites[redacted]>> The information contained in this email communication is intended only> for the personal and confidential use of the designated recipient namedabove.> This message may contain confidential information. If the reader of> this message is not the intended recipient, you are hereby notified> that you have received this communication in error, and that any> review, dissemination, distribution, or copying of the message is> strictly prohibited. If you have received this transmission in error,> please notify us immediately by telephone and/or reply email>> -----Original Message-----> From: [redacted] [mailto:[redacted]]> Sent: Wednesday, March 12, 2014 1:05 PM> To: [redacted]> Subject: Re: Your recent stay at Comfort Suites At [redacted] in Glen Allen>> Hello [redacted],>> I am quite baffled by the inconsistent rationales from the three> different staff members within your organization. Early Sunday morning> the desk clerk stated the request to leave the premises was only due> to my group being over the max occupancy of 7.  Which she could only> base this off of the number of people that entered the hotel when we> returned to the room at approximately> 1230-1245 am. Your director in sales stated on Monday the surveillance> camera revealed a total of 11 individuals. Now today you stated 15.> In additional to multiple guest complaints and threats against the> staff. When I asked the overnight desk clerk about complaints she> stated the complaints were against the room a few doors down. Due to> her inability to determine who was associated with each other she> decided to clear the whole fourth floor.>> During the hours of 3-11 pm. My group was only in the room from the> time we checked in until approximately 530pm. Then again from> approximately 730-930 pm. During this time not once did any staff> member provide any warning to my room regarding threats, noise, or> violating the hotel policy.  The desk clerk at this time witnessed me> bringing in balloons and cake. She did not say this was not allowed.> When the Henrico County Police arrived the only concern stated by theofficers was the amount of occupants in the room.> Nothing was said about threats and working for the legal system myself> they would have stated this to me when I asked.>> When I contacted the Toll free [redacted] number and questioned the> Max Occupancy Policy I was instructed this is regarding the number of> individuals sleeping in the room. It is to ensure there is enough> space to provide a safe stay. We are allowed to have outside guest in> the room and if there is any disturbance/complaint from another guest> the hotel staff would provide a warning.>> Never was a warning given to me.  If there was an issue regarding the> two additional girls entering the room to wait for their mom then we> should have been instructed to wait out in the lobby. Instead room key> was deactivated while we were away. Your front desk clerk stated she> entered the room while we were away and noticed there was a party> because she seen balloons and a birthday cake. No where does your> policy state balloons and cake are not allowed. There was no party> because we spent majority of our time away from your facility at other> locations in the area. We were only there during arrival and once> again to eat dinner. Also the complaints made were against a group of> teenage males. Which another parent overheard the complaints whiledropping off her daughter. There were no males in my group.>> At this juncture since we are unable to come to a mutual agreement> regarding this issue, I will proceed to file my complaint with the> Revdex.com. Also I will contact [redacted] again to> speak with the next higher representative for your organization.>> Thank You>> [redacted]> [redacted]> [redacted]>>>>>> On Mar 12, 2014, at 10:38 AM, [redacted]>>> <[redacted]>>> wrote:>>>> Dear [redacted],>>>> Thank you for taking the time to complete our online survey regarding>> your> recent stay at our hotel.>>>> I apologize for not returning your phone call sooner but I had a>> family> emergency that needed my attention. I understand the director of sales> informed you of this on Monday.>>>> After speaking with my staff, police, and other guests in surrounding> rooms, you were asked to leave for violating our Hotel Policy> Acknowledgment Form as well as having beyond the amount of guests> allowed in a room set by fire marshal code. Security cameras indicated> that you had at one point in the evening fifteen individuals in your> room designed for a maximum occupancy of seven. You signed the Hotel> Policy Acknowledgment Form at check in and were made aware that no> parties are allowed in guest rooms. After two separate warnings by my> 3-11 shift, and my staff being threatened by a girl that occupied your> room, police were notified. Police responded due to threats and actionsthat individuals of your party made towards the staff.>>>> Due to the high number of guest complaints received by other guests>> in> surrounding rooms we will be unable to issue a refund for your stay.> Our hotel issued compensation to the guests affected by the noise caused.>>>> Sincerely,>>>> [redacted]>> General Manager>> Comfort Suites at [redacted]>> [redacted]> <Room [redacted]

Absolutely horrible. If you get auto draft (which is cheaper per month), no one will get commission and you will have no agent. Not a single person will have any information for you about you, if you can even get in touch with someone. I recommend anywhere else.

Like many other hotel brands, Comfort Suites is 100% smoke free and does not allow smoking within the building.  Smoking in a guest room will result in a smoking fee of $150.  This is clearly stated both on the reservation confirmation letter/email as well as the guest registration card...

that is signed at check in.  When a housekeeper is cleaning a guest room and notices that it smells of smoke they will alert the Rooms Care Director who will inspect the room and then finally the Manager on Duty will inspect the room before the guest is charged.  This fee is in place to not only discourage guests from smoking but also due to the added expense of having to place the room out of order for 24-72 hours to air it out as well as removing all linens and drapery to have them laundered.  Actually, the lost revenue of a room being un-rentable along with the added cost of deep cleaning the room is often greater than the $150 fee that the guest is charged. I am the hotel’s General Manager and I personally inspected this room on the day of this guest’s departure.   This room smelled very strongly of cigarette smoke, not only in the room but even from outside in the hallway.  This room had to remain out of order for 72 hours until it was deemed rentable and smoke free by our Rooms Care Director. When this guest called to dispute the smoking fee he used profanity throughout our conversation and even made a personal threat to me just before hanging up the telephone, stating that he was going to  “…come back to Arizona, I’m going to find you and kick your [redacted] teeth down your throat.”   This guest has also gone on to [redacted] and posted a scathing review of our hotel there as well.  Regardless of this guests antics, the smoking fee was absolutely valid and our hotel is not going to reverse the charge on his credit card.    Sincerely, [redacted], CHAGeneral Manager

I have reviewed the 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 have reviewed what was written by the general manager in response to my complaint.  He is a liar.  There was absolutely no smoking inside of the room I rented for 2 nights, by me or my friend.  This situation is very very sad and disappointing to me.  I was very aware of the hotel's rules on smoking inside of rooms and the charge for smoking inside of a room.  Therefore I did not smoke inside the building.  The allegations that smoking occurred inside of my room are false and fraudulent. If nothing can be done to recompense me for this painful experience, for this fraudulent hack of my character; if this is how this company wishes to mistreat and steal from people, then at least the Revdex.com now knows.  Regards,[redacted]

Review: Arrived at the hotel at 5:00AM ; overnight attendant lead us to believe that there would be no fees/charges for checking in early. When checking out, we found we were charged for a full night. As explained to [redacted], the store's general manager, had we known there would be a charge, then we would have simply waited a few hours. [redacted] refused to refund us.Desired Settlement: Refund of the $125.99 early check-in charge in-full or pro-rated.

Business

Response:

Mr. [redacted],This letter is in response to complaint #[redacted]Mr. [redacted] arrived at the hotel at 5 am as he stated in his claim, and is upset because he wascharged a fee for early check in. I explained to Mr. [redacted] that normal check in time is not until 3PM. Rechecked in to the hotel 10 hours.prior to check in time, and 6 hours before check out time. For him to assume that 10 hours of his staywould be free is not reahstic.My night auditor left me a note to let me know that she had informed him of this charge although heclaims that she did notI am sorry that he is upset about the charge, but l am not able to remove it.

My friend and I made a reservation for this particular hotel through hotels.com. There were some changes to our trip so we had to extend the room for one more night, because we had prepaid for the room via hotels.com we could not extend it for a night, rather they made a separate reservation. We checked into the hotel Thursday April 28, 2016, the front desk clerk informed us that we would only need to get new keys for the room that we were in for the extra night and not have to check out and check back in, so we assumed because he's trained professional that he was confident in what he was talking abut. The next morning, Friday April 29, 2016 at about 7:10am I go down to the front desk to get the new room keys as the previous clerk had informed, the morning front desk clerk by the name of [redacted] was VERY rude and short with me telling me something totally different from the night clerk. I called my friend on the phone in whom booked the room to speak with the clerk [redacted], my friend proceeded to inform [redacted] of what the other clerk informed us, [redacted] rudely says to my friend. "Sir you're not listening to me..." and cuts him off to explain the rules of the hotel. Now we are told that we in fact do have to check out and rebook the same room, if the previous clerk would have told us that, it would not have been a problem, so I booked the room with my credit card. I left the hotel and called back requesting to speak with the manager, the clerk [redacted] sharply says 'He'll be in at 9:00...' I asked was there a different number to call the manager, he again very sharply says 'Call this number...' I assumed that he was about to give me a number to call, so when I asked what's the number he rudely says 'I just told you call the number you just called...' this experience was very disappointing because this [redacted] guy was VERY rude, we will not be booking this hotel again.","neg-1

Review: We were guest at the comfort suites in Union Town PA, we registered and stayed one night on February 12,2016. We were charged for 2 nights, when I called to let them know they told me that room service stated that the room was still occupied. Both me and another person who we traveled with were charged for 2 nights. We stayed only one night and were out of the room by 730 am.Desired Settlement: That we be credited for the night we did not stay.

Business

Response:

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.