Comfort Suites

Review: While traveling through VA I needed to stop for the night as it was late. I always stay at Comfort Suites or other Choice Hotel brand locations for the AAA and Military Veteran discounts as is advertised on the [redacted] and [redacted] sites, I have never had an issue at prior stops, however I was informed that this location would not honor the advertised discounts and as the hotels in the area were all booked my options were to pay the higher amount or continue driving until I found a hotel with a vacancy. The clerk did go into the back to speak with the shift manager who apparently wouldn't come out to speak to me and just indicated that the price was the price and that discounts were not honored given a graduation that was occurring that weekend. Given the lateness of the hour and the fact that I had been driving all day I resolved to stay the night and contact the choice hotel corporate headquarters. I called the corporate phone number ###-###-#### only to be told that the advertised discount isn't obligatory at the locations that operate under their name. I feel this is clearly a case of bait and switch as the reason myself and my whole family stay at these hotels is the discount they offer. I was required to sign the guest registry agreeing to the nightly price but feel I was given little option other than drive for several more hours and risk falling asleep at the wheel and getting into an accident.Desired Settlement: I believe I should be offered a refund in the difference from what I paid to what the discounted rate should have been had the location honored the discounts advertised on the web site.

Business

Response:

I was sorry to hear about the complaint from your stay on May 14, 2016. The discounted rate was not advertised on our website for that specific date. The weekend of May 14 was [redacted] Graduation and I can assure you our rates were just as competitive as the other hotels in the area. Our rate was $279.99 and you received a rate of $249.25 which was our lowest rate during that time period. We would like for you to give us a second chance while traveling through our area again at a special rate. Please call the hotel directly and speak with me and I will be happy to offer you a great rate.

Consumer

Response:

I have reviewed the response offer 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.

The discount was advertised on your parent corporation website with no indication that the discount was "blacked out" for any locations or reasons or that a specific location may not choose to honor it nor that the discount was only available to those who were able to book reservations in advance. As the 10% discount does not equate to a large sum the issue here is not fiscal savings but rather a business refusing to honor what their parent corporation advertised, thusly your response it not acceptable to me and I will not withdraw my complaint.

Regards,

Business

Response:

I was sorry to hear about the complaint from your stay on May 14, 2016. The discounted rate was not advertised on our website for that specific date. The weekend of May 14 was [redacted] Graduation and I can assure that he got a discounted rate. As I stated in my first response to you that our rate was $279.99 and he received the DISCOUNTED rate of $249.25 which was our lowest rate during that time period. Therefore, everything was advertised correctly. Thanks, [redacted]Operations DirectorComfort Suites - [redacted]###-###-#######-###-#### FAX

Consumer

Response:

I have reviewed the response offer 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.

Once again, the point is that the discount for Military and AAA is advertised on your parent corporations site with no blackout times or other requirements and when I asked about the discount I was not inform that I was receiving any discounted rate only that there were no discount being honored, which is not specified on your or your parent corporation's site. Your company needs to clearly define what discounts are being offered and honored and when and if any restrictions apply.

Regards,

Review: I stayed at this hotel 4-9-16 and left 4-10-16and was charged for 2 nights for $224 when I only stayed for 1 night. When I checked in I spoke with ryan and he fixed the mixed communication about me having a reservation for 2 nights 4-8-16 and 4-9-16 to 1 night so I thought. Room rate is $99 plus tax is $112.37. I only recieced 1 receipt for the night I stayed for $112.37. I checked my account a few days later and was deducted $224 and change. I called on 4-15-16 and spoke with [redacted] she stated the GM Doug of the hotel is the only one that can review my situation and refund my charges if deemed suitable. She stated he would call me later that day. I did not recieve any calls or emails from doug or the hotel. I called again the night of 4-15-16 and spoke with a guy named ryan whom informed me of the same info and that doug would call me the following day. I still did not recieve a call or any contact from the hotel. I called a 3rd time the next day. 4-16-16 and spoke with gracie again whom again told me doug was supposed to contact me. No contact as of now has been made to correct or solve this situation.Desired Settlement: To be reimbusrt $112.37 for the day I did not stay

Consumer

Response:

[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.]

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

Comfort Suites7075 Moore DrSouthaven Mississippi 38671United StatesProblem:I have stayed at this hotel for over 35 days. I had my laundry detergent and other laundry items stolen from my room. I had made a complaint with the manager and they in not way compensated me for what had happened. They instead told me I had one more night to find a new hotel to stay at because they did not feel comfortable with me staying in their hotel any longer. Might I remind you I have stayed for over 35 days in the same hotel. I have been very stressed about finding a new hotel and worrying if anything else is going be missing from my room.Resolution:I would like be compensated for my items that were stolen from my room. Equating to roughly $22 dollars in material. I would also like to be compensated for being treated so poorly by the hotel after being a guest for over a month, for the stress I've had to deal with and the time I've spent having to find a new place to stay for the duration of my trip. I think $250 is a reasonable settlement.My name is [redacted]My address:[redacted] XXXXX(XXX)XXX-XXXXThank you,[redacted]Business Response We sincerely apologize for this incident at our hotel. We did speak to the individuals who serviced your room, and the individuals in particular have been with the company over four years and have not had any complaints filed against them for this type of incident. We take all matters seriously, and we have strict guidelines and policies that prevent situations like this from happening. [redacted] was offered for us to buy him new products, but he did decline and also informed us how uncomfortable he felt at this hotel. I do not see any reason he is still asking for settlement, at this time we feel we have resolved the issue and thank him for his business.

Review: When making the reservation for the stay the representative stated the facility was family oriented and could provide a room which sleep occupancy can be a total of 8 people. Did not state no additional individuals could come visit in the room at any given time. While away from the room the front desk clerk came into the room went through our things and deactivated the room key. Upon our return the clerk stated we were over the max occupancy and needed to leave. Never did any representative from the hotel come to the room and there was more than the max occupancy in the room.Desired Settlement: Full refund

Business

Response:

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.

Dear [redacted],

Please see the emails below. Thank you.

Sincerely,

Regional Manager

Comfort Suites

[redacted].

P.) [redacted]

F.) [redacted]

The information contained in this email communication is intended only for

the personal and confidential use of the designated recipient named above.

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 2:20 PM

To: [redacted]

Subject: Re: Your recent stay at Comfort Suites At [redacted]

in Glen Allen

Hello [redacted],

That compliant must was disclosed to a child because it was not disclosed to

any 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 the

adult and responsible party for the room, I would have handled the

situation. Yes I am fully aware and never did I disagree with the policy I

signed. My concern was regarding the inconsistent information given

regarding the issues and never being informed. A better practice in the

future for your staff is to request to speak with the adult registered to

room verses discussing matters with other individuals in the group. This

could avoid further issues being escalated to this level. Yes I will

continue to go further with my complaints due to the inconsistent and

unprofessional behavior presented by your staff.

Also I will need you to explain the $356.26 charge to my account. The room

was $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 have

additional 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 another

complaint. 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 it

a 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 to

leave. 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 the

situation.

>

> Sincerely,

>

> [redacted]

> General Manager

>

> Comfort Suites

>

> The information contained in this email communication is intended only

> for the personal and confidential use of the designated recipient named

above.

> 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 the

officers 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 while

dropping 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 actions

that 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]

Review: I went to check in on 7/12/14 at the hotel. [redacted], who was wearing a management tag, greeted me and then while getting information for my room he became extremely condescending to me once I mentioned that I was attending a bachelorette that evening and a few of the ladies were going to sleep in the room with me because I didnt want them to drive home if they were not able too. When I made the reservation I only put that two were staying in the suite. I also made the reservations three months prior and plans had changed. I was more than happy to pay the difference but he treated me like I was trying to con him. I did not appreciate that at all. I felt like I was being bullied, but I had already been billed for my first suite and it was too late to find a new location. I let him know that we were not going to party at the hotel but in the party bus we had and that girls were going to meet us there but not stay there. He then told me that he only had fifty parking spaces and fifty rooms, so one car per room. I asked him why the family suite that had only had one parking space? He said that he would make an exception for one more car but he wanted the license plate number of the vehicles because any cars he didn't have the plates of would be towed. RUDE! I went up to my room and changed for the evening and met with one of the girls and I asked her to give her plate number to [redacted]. Once back down in the lobby [redacted] made a comment about how fast I got ready and implied that I looked like crap when I first saw him. FYI I only put a dress on nothing else, I already had my makeup and hair done. I didn't like the way he was treating me about having one room with five people. I just wanted to purchase another room so he wouldn't complain about all the ladies coming in to finish getting ready I went up to see my other room ( #[redacted] and noticed that the wallpaper was peeled back and had mold underneath the window. Also that when I tried to open the window the window lock was broken. I took pictures and went back down to the lobby again. I showed [redacted] the pictures and requested a new room. [redacted] gave us a new room but when asked why all the windows in the rooms I had only had screens covering 3/4 of the windows he said its because of people who stay in the rooms trying to smoke. He said that all the windows were like that and they were going to get a remodel in a few months. I went to the front of the hotel noticed how all the windows in the front of hotel had perfect screens and the back side, where I was staying, all had 3/4 screen coverings. I got flustered. He then asked me to list the first and last names of all the ladies who were staying and in which rooms. I felt like my privacy was being violated and I wasnt sure if that was even legal for him to ask for the first and last names as well as question their ages. I asked why he needed that information because it felt like he was questioning be on how many ladies were staying. [redacted] answered by saying if there was a fire. That seemed very weird. I have said at many suites and hotel before and never have been treated this poorly. Once in my second second room (#[redacted]) I noticed that it was the same story with the mold under the window and the screen issues. I didnt go down and ask for a new room because I felt that I was being judged and treated like a child. Later that evening once back at the hotel we noticed that [redacted] wasnt there and asked the gentleman [redacted] I believe. I asked [redacted] about the whole parking issue and listing everyone in the rooms and he said that they dont do that. I got even more upset.Desired Settlement: I want to know what you going to do about this and how I am going to be compensated. I dont even feel I should have been charged for the second room.

Business

Response:

We are a very reputable hotel and have been in business at this location for 16 years. As a hotel, we ask exactly how many people are renting the room as we have occupancy per room limits as well as rate differentials. To protect every guest staying here, we make sure that visitors are logged in. [redacted]l did nothing other hotels would not do and if other hotel don’t do that than they are simply slacking. In fact he did everything right per hotel standards and even went through and changed a guest room to satisfy the guest. We are a downtown location and parking restrictions apply to every guest. You can check that online on our site. Sorry the guest is not happy but we have done no wrong and stand behind [redacted]l. Absolutely no compensation is due to this guest.

Review: I stayed at this hotel on Dec 7 with my two daughters and boyfriend in room 301. The first incident was with the remote in the living room, it was missing a battery. My boyfriend called down to the desk around 9:45-10:00pm and the services desk person said to come to desk and we will give you another. Next incident was the smoke detector in the king bed bedroom kept going off for 15 minutes and stop like the battery was dead. Called down to desk and nothing was solved around 11pm. Also, around 11:30 we called down to desk to report that clothes were found under the bed by my daughter. It was an orange shirt and grey short. They were found in the room with the two queen beds. I bet if that room is checked again right now, those clothes are still under the bed, the smoke alarm battery still needs to be changed and the remote in the living room is still missing battery.Desired Settlement: I just feel from travel all day previously and paying 189 for a room I expected great customer service and cleanliness.

Business

Response:

Dear [redacted],

I received your complaint from the Revdex.com. I would first like to thank you for bringing this matter to my attention. We encourage feedback and value each guests opinion. I would also like to apologize for the inconvenience you experienced during your stay. I have pulled out maintenance and housekeeping records to determine which housekeeper cleaned your room prior to your arrival and have spoken with our executive housekeeper about the incident. We have taken disciplinary action with the housekeeper responsible with cleaning your room and I assure you, what you experienced is not a normal occurrence. Maintenance records indicate that the smoke detector battery was taken care of the day of your departure and the batteries were replaced in the remote. I apologize for the battery that became low during your stay. As with most batteries, they eventually run out of life.

I have gone ahead and credited your account back the full amount of $[redacted]. Attached to this email you will see the receipt reflecting that credit. This adjustment could have been made faster if you had notified myself before contacting the Revdex.com. Thank you for your understanding and we hope to get the chance to accommodate you in the future.

Sincerely,

[redacted]

Review: Arrived at Comfort Suites on 4/10/15 at 5:30am asked before we registered if they have early check in, he said "yes".Front desk clerk (Male) said early check in starts at 7:00 am for Friday, we said we can go grab breakfast and come back at 7:00am he said they have continental breakfast here at Comfort Suites but told us since its only 1 1/2 hours till then I will allow you check in for Friday,4/10/15, then he asked when are you checking out, we said "Sunday, 4/12/15. He printed out our receipt and had me initial by check-in date(4/10/15) and initial by check-out date (April 12, 2015)and told us our total will be $232.28. April 11, 2015 around 12:30pm we received a call from the front desk and said my payment did not go through, I said yes it did, I received a text alert from my credit card company saying the amount of $232.28 was paid to Comfort Suites he said that's for Thursday till Saturday, we need a payment for Saturday to Sunday (4/12/15). Thursday? I told him that's incorrect we checked in on Friday morning.He said he tried running my card for $116.00 for Saturday - Sunday, I asked him who gave him permission to run my card again when I paid in full for my whole time staying here he said "you need to get down here in 10 minutes to take care of this or leave the premises now"I was shock and confused, he or anyone at Comfort Suites never tried contacting me before this got to this point. My credit card company said someone has tried running my card 9x for $116.00. I went downstairs to try to resolve this and to tell the front desk clerk there is a misunderstanding me and my family drove 300 miles and that the morning clerk checked us in for Friday (4/10/15) How can we resolve this in a respectful and helpful manner, he then said pay me $116.00 or you need to leave now. He never tried helping us. Before I left I asked him can he please write down his full name and give me a receipt he said "why, what are you going to say? I asked 4x he never gave it to me. I said thank u [redacted]Desired Settlement: I want a full refund of $232.28 for our horrible experience and how we were mistreated here at Comfort Suites. And I never gave anyone permission to run my credit card on April 11, 2015 for $116.00 9x. I also want an apology from the General Manager [redacted]....

Business

Response:

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.

Review: I booked and paid for this hotel stay online on January 20, 2015. When we arrived at the hotel, we were told the system was down and that they could not confirm payment of the room, so we were asked to pay cash. I showed the lady my email confirming payment, but we were still made to pay cash. I thought the issue would be resolved once the system came back, but we were asked the next day to leave or pay cash again. We were booked for 4 days, but checked out after 2 because of the customer service and we felt we were being ripped off. They also raised the room rate from what it was booked for online.Desired Settlement: We would like a total refund for the cash we paid at the hotel and the nights we were charged when booking online.

Business

Response:

The guest has contacted us as well as [redacted] on a few occasions, and we have asked him to provide with an evidence of his credit card being charged by this hotel or any other party for his stay at this hotel. He did have to pay cash as his card was not charged and was declined for approvals. The guest also has an email from [redacted] showing the same rate we charged for his stay. The guest was charged a total of only $233.76 for his two day stay.