Complain about a product or service

Comfort Inn

Stacey of Kennewick, WA October 26, 2009

When we first arrived to our hotel room (Rm# 247) my kids were laying on the bed and noticed a snickers candy wrapper on the floor next to the bed and a sucker stick. When we went to get ice there was dirt and mold on the top cover of the ice bucket. also when I went to brush my teeth the sink faucet was not clean. We left for several hours and did not return until about 10:35pm. My son took a showerand was getting ready for bed and I pulled back the blankets and ther was hair in the pillow and on the bed. I had to call down to the front desk and ask for new blankets and sleep on top of one of the beds in the room because I did not trust the cleanliness of the beds. It is not very comfortable to have 2 kids and one adult in 1 queen size bed.

Jennifer of Huber Heights, OH October 21, 2009

We checked into the Country Inn and Suites and the ONLY room available was a room next to four chain smoking rooms. The room reeked of smoke. We went back to the service desk and requested a different room. None were available. We were sent to the Comfort Inn down the street. We were sent up the stairs and the hallway was filthy. There was dirt and grass all over. When we walked into the room, the first thing we noticed was that something had spilled all down the side of the TV. Milk? I went to see the bathroom and you could feel the hairspray on the countertop and the toilet cover. I wiped it off with a wetwipe and the wipe was grey. I then went to check out the bed and there was a hair in it. I tried to call the front desk and phone didn't work. It was late, I was exhauted and already changed into my pj's. Headed off to bed and talked to someone in the morning. Told him of the problems and his response was. I will tell the management, he won't be happy. There was no apology whatsoever. It was a gross experience.

paul of Hallandale, FL August 21, 2009

Hi, I rent a room (374) at this Comfort inn 07/17/09 at around 3.15 am the roof start to leak in my bed, they kindly move me and my wyfe to the room 377, in the morning they offer me someting but for that i was to wait for the manager but arund 11.00am i was running out of time and continu my trip

Andrea of Valley Stream, NY August 13, 2009

On June 19, 2009, my husband and I arrived at Comfort Inn and Suites (the Hotel)around 5:00p.m. The hotel representative greeted us, and then asked if it's just two guests and if we were there for business or pleasure. Without prompting or explanation, the representative also offered us a room with a king-size bed, which we accepted. He then proceeded to check us in.

Later, after we settled into our room, we inquired at the front desk about the location of the indoor pool. At that time, the hotel representative informed us that the pool was out of service and was undergoing an "acidity level adjustment." He also stated that we either had to use the outdoor pool of the nearby motel (which was dilapidated), or that he would provide passes for use of a community center's pool, located nearby. We did not want to be inconvenienced by using the pool facilities at another location, so we declined both of these offers.

Before making reservations at the hotel, we researched what amenities the hotel had to offer. The main reason we booked the hotel was to have a quiet evening, and use of the indoor pool. At the time we booked the reservation, there was no indication on the hotel's website that the pool would be unavailable. At minimum, this is false advertising on the hotel's part.

As we observed our surroundings at the hotel, it was obvious to us that the lobby area was undergoing construction. On June 20, 2009, before we departed the hotel, we decided to go see the pool area. We then noticed that the indoor pool was also under construction, and it was clear that it had been under construction for some time. We immediately notified Citibank's ThankYou Travel Center. I spoke to Theresa, a supervisor at the Center, who stated we made an "agreement" with the hotel when the hotel offered passes to the pool at the community center and an upgrade to a king-size bed (purportedly as a substitute for not having use of their pool). This conversation was the first time we became aware that the hotel's position is that we were given a room upgrade to compensate for the lack of the pool.

The hotel's offer of a king size bed, without any other explanation by its representative, does not constitute an agreement. An agreement, as defined by Blacks Law Dictionary is "a meeting of two or more minds..." We had no discussions whatsoever with any hotel staff concerning their providing a king-size bed as "compensation" for the out of service indoor pool. Thus, there was "no meeting of the minds." Moreover, a bed cannot substitute for the use of a pool on premises. There was never any agreement made between us (Citibank customers), and the hotel's staff. In addition the hotel did not post any "under construction" or indoor pool out of service" notifications on its website.

On July 24, 2009, I called the hotel and spoke to Brian Console, the Front Office Manager. I asked him if they received my letter(regarding this complaint) because I did not get any response. He told me that the person who received the letter was no longer working there. Mr. Console maintains that we had an agreement because they gave us a king size bed and breakfast.

We believe Citibank's ThankYou Travel Center and Comfort Inn and Suites, Great Barrington, MA have taken advantage of us by misleading us and falsely advertising their business. In connection therewith, we are hereby requesting a refund of the 18,400 points that was paid to Citibank for this hotel reservation.

vickie of north wilkesboro, NC August 11, 2009

On 8/1/09 we had a family reunion in the conference room at the Comfort Inn. My mother in law, made the reservations. Many family members were staying at the Inn also. We had about 50 family to come to a catered dinner. The problem occured when we got there and found the conference room was on the second floor with NO access for wheelchairs. There was two ways up. One was up 15 steps and one was up 6 steps and a short landing and then up 6 more steps. Either was was not good. Not only did we have a wheelchair but we also had a member on a walker and one with a cane and one leg. Several members were in their late 70's and 80's. We finally got help from young family members who helped carry the wheelchair person up the steps. After we got up to the second floor we found that the bathroom was not handicapped accessible either! When reservations were made to use the conference room, they failed to mention that the room was not accessible. I hope that Comfort Inn will fix that problem.

DOUG of WARREN, OH July 23, 2009

We stayed two days at the above location. I called the desk for a change of sheets and towels and never got the service. Called again at 2 PM. Just for towels never got them. Called the desk at 630 and they had the maintance man bring them up. I told him the garbage needs to go. Still here I guess I will do this myself. I deal with this company a lot and am very dissatisfied with this one.

Also the Comfort Inn on Sand Lake Rd. in Orlando needed a lot to be desired. First flr. room had what it looked like black mold in corners and rusted conduit in the 1st flr room. Breakfast was very unsanitary with garbage cans right next to the breakfast food services. Also the containers of food were empty till I told them they were in need of filling them. Employees were eating when I went down there and there was nothing left.

Whitney of Greenville, OH July 10, 2009

I went into comfort Inn today to apply for a job. I asked the girl for an application. She looked at me and said we don't hire gays! Who is she to judge? Who died and made her boss!! I hope everyone will read this and not stay at Comfort Inn in Greenville Ohio - EVER!

David of Syracuse, NY July 6, 2009

I stayed at the Comfort Inn Capitol Gateway on the night of June 17th and left on the morning of the 18th. We arrived at the hotel before we could check in so we asked the staff if there was a secure place we could leave our bags so we could go into Washington DC for the day. The employee told us there was a room where it would be secure and had us leave our bags in this room where only employees had access to by card. I had a laptop in the bag and decided it would be safest in this secure room.

When we returned and given our bags I immediately noticed that my backpack was way too light. When I checked the laptop was missing. I informed the employee of what occurred. After giving him thirty minutes to make phone calls and try and resolve it, I then called the police. I informed the officers of the situation, unfortunately they were less then helpful and did not seem very interested in helping me, they gave me a case number and insisted that my best bet was dealing with the hotel first. I was told that the manager would arrive in the morning so I went to bed and talked to the manager J. Smith the next morning.

J. Smith was very friendly and seemed very concerned about what happened and promised me that swift action would be taken and that what had occurred was completely unacceptable. I was on vacation at the time and was told that I could continue with my vacation and that I could just be in touch with her by phone.

I stayed in contact with Ms. Smith and was reassured each time that an investigation was ongoing and not to worry. I faxed the receipt of my laptop to Ms. Smith and was told that they were waiting to hear from their insurance. A week after faxing the receipt I was then informed to get in contact with a Mr. D. Owusu who was their corporate contact. I was told he would know more about the case and what was being done. Finally on July 6th, Mr. Owusu returned my many calls and he informed me that in fact nothing was going to be done about the laptop. He said that none of their employees admitted to taking the laptop therefore it could not be proven that there in fact was a laptop in my bag.

I was traveling with my brother and a friend and both saw that my laptop was in my bag before going into the "secure" room and that it was missing when I received the bag. I have no idea what to do at this point to make sure something gets done. I cannot express how frustrating this situation has been for me and I would like someone at the hotel or corporate to take some responsibility. Even if I cannot receive the monetary amount I would like to know what actions I could take against the hotel so that something like this doesn't happen to future customers. Stolen 2,454.84 MacBook Pro laptop with power cord.

tracy of ft lupton, CO June 24, 2009

well first of all i stayed from june 18th to june 23 and found the first night that i had bed bugs in my bed and got terrible rash from them, the springs were broke in my mattress,and the maid service doesnt knock they just walk in even at night my sister in law stayed in the room next door and had similar problems, the pool area is disgusting and they dont give u clean towels,also the water tasted bad when i was making coffee and there is no water pressure at all in shower. i had great time in florida but i will never stay stay at comfort inn ever again thanks so much for a crappy living arrangements.

wendy of ashburnham, MA June 22, 2009

We were promised to be picked up at the airport after arriving from las vegas and gave them the information as well. They advertise free shuttle sevice to and from the airport and this is why we chose them, as well as stayed there the night before our flight, to be shuttled to the airport.we payed the extra for the parking and shuttle. our plane was very late coming in which was not our fault, but when we called to get picked up to get the ride back to 0ur car , we werer told there was no one available to pick us up, we were too late , that they had alredy been there. We were told that they track the airlines and not to worry about the pick up.,time when we had called them for our ride back to the car, the man was very rude and told us to take a cab, which the motel would only pay up to 15.00.

The cab fare ws estimated between 18 and 24. We ended up finding our own way back to get our car at the comfort inn. We can not understand this because we pad for a service we did not recieve. This is the second time this has happened from the same Comfort Inn.

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