Comfort Suites

Thank you for taking the time to look into our situation. We sincerely appreciate it. This is what has happened to us on a recent trip to the Gulf Coast area. My wife and I checked in to Comfort Suites (AL236) located at Tillman's Corner, Alabama late on the night of 1/14/12. We were exhausted after traveling since 5 am and were greeted by a courteous and friendly front desk and we were also happy to learn that the facility is non-smoking. We had stopped at an adjacent hotel on the way in that had allowed smoking but given my wife's asthma and the fact that I can't stand being around smoke myself, we decided to go elsewhere.

After a good nights sleep, we departed fairly early and were on our way. Upon arriving back at our home in NH, I discovered that a charge of $168 was levied against my account by the hotel. I called the hotel that day (1/18) and spoke to a manager who said because we had smoked in the room, we were being charged for cleaning the room! I immediately told her that this had to be some sort of mistake, that she had either had the wrong room number or that she had the wrong date of stay as we are non-smokers. My wife has asthma and we left the room in excellent condition. My wife even picked up and put the dirty towels into the tub! I asked to speak to her supervisor and she said she was in charge and that she would talk to the housekeeper that cleaned the room and call me back in the morning. I never received a call from the establishment.

I called the corporate office and told the representative the situation and she advised me that if I issued a formal complaint that the hotel would have to respond within 72 hours. I did issue a complaint and 72 hours came and went and again, still no call or contact from the hotel. I called the corporate office again on 7/22, spoke to another representative who said that because it was a weekend I shouldn't expect a call in 72 hours. I explained the incident to him and gave him the case # and he said a report had been filed by the hotel describing evidence of smoking in the hotel room and that there was nothing he could do other than advise us to speak directly with the hotel as they were dealing with the situation, had filed the report, etc.

So the next day, I did call the hotel and asked about the status of our situation and questioned why they had never contacted us. A manager explained that because I had called the corporate office that they would not be contacting us. At this point, I'm like "Is this really happening?" I asked for a copy of the report from the hotel describing the smoking evidence along with a copy of the sign in sheet, which the hotel did send to me. The report simply states "Guest smoked in room." The manager said that ashes were found in the sink and there was a strong cigarette smell in the room and the rugs had to be shampooed, walls scrubbed, etc. At this point, we are dumbfounded by this situation, 1000 miles away and have been put into a position of having to defend ourselves for something we simply did not do.

My daughter and I stayed at the Comfort Suites in Houghton Lake, MI. We ordered room service for dinner and our food was delivered in Styrofoam take-out containers, with plastic pre-packaged utensils, all delivered in a plastic grocery shopping bag. Our room had a lake view, but was extremely noisy, with snowmobiles racing back and forth on the lake. We also had to listen to other guests that were inebriated, spoke loudly and slammed doors, until about 11:45pm.

The next morning, I noticed holes in the drapes, light was shining through. I also noticed that the wallpaper was peeling off in the corner. My most ghastly surprise was when we noticed brown stains on what was supposed to be clean sheets on our bed, completely disgusting. As we went down to a complimentary breakfast at 09:10am, the hotel had run out of items for their complimentary breakfast, which was listed as lasting until 9:30am.

At check-out, I spoke to the manager at the desk and told her of my disappointment, disgust and overall horrible stay at their hotel. When I described the increased noise level, the unprofessional room service, the torn drapes, peeling wallpaper and lack of food for breakfast, she shrugged her shoulders and offered to take a mere $25 off of our total bill. I was appalled as we left at the sign listed under the name - "fight cages here".

My background is that I have spent several years as a Senior Consultant to the Hospitality Industry, concentrating specifically on hotels. I have been the Project Manager for NCR Corporation, installing, training and supporting computer systems at properties like The Anatol in Dallas, Sofitel Hotels in Minneapolis and Houston, and The Ramada Inn and Conference Center in Louisville, plus others. Let's say that I have significant experience in the industry and I'm well aware that what makes a property stand out is the service afforded their guests.

Now that I am semi-retired, my interaction with the hotel industry is solely as a consumer and I tend to visit only those properties that I feel demonstrate a willingness to provide the best experience possible for their guests. Until recently, Choice Hotels has been a preferred chain for us to frequent. In fact, I have the Choice App installed on my iPhone and have used it several times to find a close by property to spend the night.

We have recently returned from a weekend stay at the Comfort Suites in Cicero, NY for my 50th Reunion of Syracuse Central Technical High School. At first, I was tempted to stay at another facility as the per-night room rate was a little higher than other properties in the area. But as several of the events of the weekend were scheduled at the hotel, and as many of the former classmates were staying there, I decided that being with my former friends was worth the extra cost. Also factoring in my decision was that I was on the Steering Committee behind the get together.

Unfortunately, the key person that has been behind the 11 years of planning, locating missing classmates and overall major contributor to this once-in-a-lifetime event, was treated horribly by the Staff and Management at the Cicero property. Not only was she a former classmate, but she is also a prior Teacher and Principal. But as happens to many of us as we grow older, infirmities of the body take over as she has had several joint operations and is considered as one of those that require special service in conformance with the Americans with Disabilities Act.

Several weeks before the event, she requested and was promised a room designated as handicapped with those options that would make her stay enjoyable. But upon arriving, she was told that her room had been given to someone else and no handicapped room was available. The management informed her that by the time she returned from the Friday Night event at the hotel, everything would be rectified. In reality, nothing was anything different and in order to be able to get her rest, she left CNY and returned to her home in Western New York. Essentially, this caused her to miss out on the rest of the events on Saturday and Sunday.

This has prompted me to remove Choice Hotels from my preferred list and I will delete the App from my iPhone. I cannot be assured that I wouldn't be treated in the same way should a similar event occur.

Not only did I go to the front desk about a major complaint but they also let the intruders in and try to charge my card unauthorized times for no reason. All because of a third party with no reason to be on the premises.

It's either the breakfast is missing or if there's any it was cold and inferior.

The rooms had mice, roaches, and bed bugs on three separate stays.

The plumbing leaks and the exercise equipment is not working. Aside from that, the pool and spa have worked only three days of the 21 days I stayed there. Other than that, the ceilings show signs of leaking and a friend had water from the down stairs and the handicap bathroom soak him.Extremely disappointing as they could not even repair the amenities, the staff were also rude when we complained to them.

We have been going there three to four times a year for several years, but for the last two years the service has gone straight down hill. I told my wife we would never stay there again. The place was as dirty as a motel 6, the curtains were falling off, the wall carpets were stained, and the pool was out of service twice. They advertise free breakfast, but when you got there within the time allotted they are out of food because they wanted you to purchase off the menu. I was told that the restaurant was privately owned. We really loved going there until they had changed hands and went down hill. I haven't thought of complaining until I saw Undercover Boss. I thought to myself I am a Chief of a Fire Department and I would want to know if my crew didn't perform correctly.

I stayed at the Comfort Suites on September 4, 2004 in a non-smoking room that reeked of smoke. I checked in using my bank card to secure the room and then paid with my CitiBank MasterCard when I checked out. Upon checking my bank account online, I noticed that this hotel had charged my Visa debit bank account $117.98 and my CitiBank MC the same amount. The hotel bill was supposed to be $102.59. When I called to inquire, I was told that they would credit my debit account and that they always charge between $10-$15 because most people use their fax machine or other services.

I personally used no other services and do not appreciated being charged for services I do not want or did not use. I could not get a clear response on when my Visa bank account would be credited the $117.98 and they did not want to credit my CitiBank MC the $15.39 overage. Please investigate this hotel as I am sure that this is just a scam to make money not earned. I am sure not everyone watches their account as closely as I do. I do not like being charged for service I did not receive and I do not appreciate the hassle of being forced to dispute the credit card charges. This cost me time and money.

As I intended to enjoy my vacation visiting family in Orlando, I was put in a situation where my stay at the hotel was very unpleasant. First, the room had signs of mold in the bathroom and the service was really bad. What made me file a complaint is about the bug bites that appeared all over my body. First, it seemed to be appear like a rash, but every morning, more bites were revealed. They were multiplying in numerous places from my face, arms, and over my back. I spoke with a local pharmacist and he stated that they were bed bugs.

Upon doing my own research on the Internet, my bites were most similar to bites of bed bugs. The supervisor I spoke with at the hotel seemed as if she could do nothing about it. She asked if they could be mosquito bites but they were not similar enough and consistent with those such bites. From my research, I obtained information to rule out any mosquito bites, ticks, fleas, and lime disease.

Also, I found that upon having been bitten by bed bugs, it can take up to two days for marks to show if you have been bitten even more. This was the worst experience I have ever had and want this to be treated seriously. I want to be compensated for the inconvenience and frustration of having such a terrible experience during my stay. My stay was for nine days. I checked in August 27th through September 5th of 2010. I could not enjoy my stay and put a damper on everything. Thank you for your time.

My daughter played in the Canton Cup Soccer tournament in Canton Michigan. Our team was assigned to the Comfort Suites at Canton, MI 48187.

This hotel was aware that many of the guests were registered with the hotel due to the soccer tournament. On both Saturday & Sunday the kitchen was staffed by only 1 person for the entire hotel. On both days the kitchen was out of Juice, Milk, Water. On Sunday I helped clean tables, helped get food out because everything was empty on Sunday. No cups, plates, silverware, breads, yogurt, beverages. The garbage was full & people began to place the garbage on the floor.

Kids were upset becuase there wasn't food available for them before their soccer games.

I asked to speak to a Manager & I was informed the manager was off for the day. I helped for an hour to make sure the kids had breakfast.

The elevator kept breaking down over the weekend. I asked the maintenance person why the elevator wasn't working & he said it was overuse.

I would strongly encourage families to not stay at this hotel.

On Monday I contacted the Manager regarding the events over the weekend & she wasn't very concerned. I had to ask for a discount & she offered at 15% discount after helping the hotel for 2 days while I was there. I found this insulting & she agreed to a refund of $57.00 for a $231 bill.

When I stay in a hotel I expect to be treated well & to be provided with good service. Neither of which happened at this hotel.

I did file a complaint with Customer Relations & was told they don't own the hotel & that a complaint would be filed. I was told that I would be contacted by phone within 72 hours. When I called back I was told a letter had been sent.

In this economy I would expect to receive much better service!!

I made a reservation through an agent a month in advance (pre-paid) at this comfort suites hotel. Arriving on the day of my reservation, I was informed by the clerk behind the counter that my reservation was not in their system. At first, I figured this was simply a paperwork error, so I called my agent, who promptly faxed over a copy of my reservation, payment confirmation, and spoke on the phone directly with the clerk. In spite of holding clear confirmation of reservation in her hands and simply putting me in the system, she instead told me she had to "speak to her manager" because I wasn't appearing in the computer. I never received my room (that i paid for) nor did I receive a refund. In short, if you plan to stay in the DTC, absolutely avoid the Comfort Suites unless you would like to be out a good sum of money and a good bit of your time. Mostly, this is just an exorbitant act that I would like to let other consumers be aware of before heading to the DTC.

I am writing you (Rockingham NC Health Department) to inform you of the horrible experience that my family and I had during our stay at the Comfort Suites Hotel in Rockingham, North Carolina on Friday, 8/28/09 8/30/09. My family and I come to Rockingham, NC every year at the same time for our family reunion (Morrison Family Reunion) so we all try to stay in the same hotel accommodations. Last year, we stayed at the Comfort Suites and we were not pleased due to the condition of the rooms on the 1st floor. The rooms were ant infested and the mold and mildew was unbearable. My daughter has Asthma so it is important that I do not allow her in such an environmentally unsafe location.

I complained to the front desk clerk, and due to the hotel being filled to capacity, there were no other rooms available. I had no choice last year and did file a complaint with the BBB. I was reimbursed for a portion of my stay on last year. On last year, the front desk clerk arranged to have a dehumidifier brought in and explained that the 1st floor of the hotel had been flooded and was never treated properly for the mold/mildew. This hotel is a very convenient distance from the location where our Family Reunion is held so my family and I decided to give the hotel another try this year. We requested the 2nd floor accommodations to try to avoid the mold/mildew issues that we were aware of on the 1st floor. We also inquired about the remainder of the building and were informed via telephone that there were no other mold/mildew issues on the 2nd or 3rd floors.

Per the attached photos, you can see that this is not just a 1st floor issue. These photos are from the 2nd floor rooms and open areas in the hotel. I found out that its an entire building issue. My room, #208, had mold growing in the carpet, up the wall, up the legs of the furniture and there was white fuzz (1st stag of mold) around the perimeter of the room. All of the content of the room was damp to the touch. There was also a cricket in my room that my brother and cousin worked really hard to find. In their efforts, they found an old chicken bone, a cap from a needle/syringe, animal crackers and several hair accessories. The room was very dirty.

I reported the matter to the front desk after I took the photos attached. The front desk explained that I could be moved to another room in the morning. I went to the front desk on Saturday morning (8/29/09) and shared all of the photos with Nita the Front Desk Clerk. She stated that she would get me moved as soon as the housekeeping manager came in and would also contact the General Manager, Wayne S. I was informed by Nita that the General Manager stated he would be in on Saturday to address all of the issues, he never showed up. I shared the photos with the housekeeping manager and she escorted me to all of the available rooms on the 2nd floor.

I was shocked to know that every room I viewed was infested with mold and mildew. The mold/mildew was growing in the carpet, around the air conditioner and each room was not clean. The mold/mildew smell was so apparent in most of the rooms as soon as you opened the door, I did not want or need to view them thoroughly. The smell was unbearable. I did decide to move to room #218 because it had the least amount of mold/mildew damage. However, there was still mold/mildew and the room was not clean even though the room had new furniture and new carpet. The mold had already started to grow in the new carpet and had begun to dampen the room.

I plan to do all that I can to raise awareness of this facility. Being a parent of an Asthmatic child that has numerous issues, this is a very serious matter that I plan to ensure does not cause a horrible outcome for other parents, adults, etc. that decide to trust this particular Choice Hotel. This is a health hazard and should be investigated thoroughly by the local health department.

The staff (Comfort Suites-Atlanta) is lousy. For the most part, they are very rude and surly. They act as if they are doing you a favor by working there. If you call the front desk, they will tell you that they are busy and will call you back later. When I spoke to the general manager, instead of listening to my issue- she asked me"What do you want?" She was then placed me on hold and never came back to the phone . I then called back and spoke an Yvette . She was just as nasty. She kept cutting me and would not let me get a word in edgewise.

My only request was for an early check in and she acted as if this was a great inconvenience. I witnessed another guest experience as well. She had to visit the front desk two days in a row to report a problem with her room. Her concern was met with great disdain. They treated the
poor woman so bad, she just walked away in tears. After witnessing that tragic scene, I just packed up and left early. This whole hotel experience almost ruined my entire weekend.

For the money that I paid, I really expected better. I know this is not a 5 star hotel , but it costs nothing to be polite and courteous. I do not know the staff's main career goal nor aspiration, but it is not working in the Hospitality Industry.

Also, please be mindful when making reservations, if you make any changes, they will change the rate on you! I would not recommend this hotel to anyone. With the poor customer service and sudden rate increases, you had better run and run quickly!

My family and I were staying at the Comfort Suites (in Elgin, IL) for a weekend hockey tournament. We left Saturday morning so they could clean the room. When we returned we noticed our new video camera was missing. I reported the missing camera to management whom filled out an incident report and said he would check with house cleaning.

After almost two months I got a final response from their upper management, I guess thats who it was, only to be informed they were not responsible for our personal items in the room. Therefore, I must conclude based on their response that Comfort Suites promote the right to steal.

Stolen JVC Camera - $543

I was a guest at the Jacksonville, Fla., hotel in April. My camera was stolen from my room and I told the front desk about this and they were going to fill in the manager, after a day of not hearing from anyone I ran into the manager and he told me was looking into it and didn't know what to do. I had a police report done when I was still in town. To this day I still haven't heard from anyone. I called their corporate headquarters and they informed me that the hotels are part of a franchise and are individually owned, they can't do anything for me. I called the hotel several times and never got a response back from the manager.

I was charged for a room at this hotel after I decided not to stay there. I was in town for a conference and had booked a room at a hotel online two weeks prior to arriving in New Bern. I discovered this hotel-Comfort Suites and it was next door to my conference site, so I booked a room not being explained that this policy was in place that stated I could not receive a refund if I cancelled for any reason. I feel that this hotel cheated me of $132.94 because I never stayed at the hotel and the policy was never explained to me. I cancelled to stay at the hotel I had originally booked prior to arriving in New Bern. So, one night I paid for two hotel rooms and only stayed in one room.

I Lost of $132.94

I was accused of stealing towels and fraudulently charged 50 dollars. When I confronted them about it, I told them I did not steal anything and they did not have permission to charge my card, The reply was "You signed the check in form we can charge you for whatever we feel fit." I was told if I don't like it to sue them.

I asked if they had any proof I took them they said they do not need any proof that they are missing so I am paying for them. I have never in my life been called a Theif and I do not appreciate this.

They are very rude slow service the quality of the hotel is poor and they will " Charge you as they feel fit" for anything they want to without your permission.

STAY AWAY FROM : COMFORT SUITES 1737 S 101 East Ave Tulsa OK, 74128

On June 23 we checked into the Comfort Suites of Wilmington Hotel. Once we were in our room we noticed a crusty dried substance on the blanket. I called the front desk and simply asked for another blanket. I was told there were no more blankets and no more rooms. I called the 800 number to file a complaint and they told me that the hotel has a 100% satisfaction guarantee. They gave me the managers name, Ron Smith, and told me to talk with him in the morning. The next morning I was told Ron would not be in. I talked to Mike the ass. mgr. who offered me a blanket and 10% off. I said "I needed the blanket last night."

The son of the manager who was working at the front desk called Ron and I spoke with him on the phone. I told him the situation and he admitted they where short on blankets. I was told I would not have to pay for the room and left with a copy of the room being taken off of my card.

When I returned home I recieved a letter from the manager, Ronald Smith, stating "this was a clean blanket. Also there was another blanket in the dresser under the television. Because of this I have charged your card in the amount of $106.75"

He was not there during any of this. There was no extra blanket anywhere in the room and the Laundry person took the blanket to the wash when we were leaving.

100% satisfaction: There guarantee is that they will fix the problem in a timely manner or you don't have to pay. I just wanted a blanket that was to my satisfaction. They could not provide it.

You can not tell a customer you are going to not charge their card and then go back and charge it .

Well I called the complaint line after i received the letter and Wendy said that you can not tell a customer you are not going to charge them and then bill them later. She said fax us your credit card statement and the what they gave you showing your card had not been billed and we will take care of it.

So I did that and got a form letter saying that "you may or not know that each hotel is a franchise system independently owned and operated, and as such, is responsible for guest satisfaction issues. We are sorry if you found their response to your concern unsatisfactory; however, we must consider their response in this matter final."

This is not what I was told before!
What is this 100% guarantee?

Being a franchise means you have to have the stadards of the business.

Choice Hotels offers friends and families of their employees a discount by using their LFF Program. I received a voucher for this discount and intended to use it for my stay at Comfort Suites. I called the Kenosha location of Comfort Suites to book the room by phone and let them know I would be using the LFF Program. I was told by the hotel staff to book the room on-line and bring the LFF voucher in with me upon check-in. When I arrived, the front desk clerk informed me that I would have had to enter a code on-line in order to get the discount. At this point, I have already arrived at the hotel to check-in around 9pm and I was never instructed to use a code at any other time. There was no manager on-site, so I spoke with Deborah Lathen, General Manager over the phone regarding the issue. I was told that I could not have the LFF Program rate and she was very unprofessional and rude. She also told me that if I received the voucher from an employee of Choice Hotels that they should have informed me of the code. She alluded to the fact that I received the voucher some other way which is completely false. I informed her that her staff did not inform me that the use of any code was necessary and she indicated that was not her fault or the fault of her front desk staff. I then asked for her name and she indicated that I was threatening her and I was to "leave the property" immediately. I had along with me, my eight year old daughter and her friend. The intention of this weekend was for us to stay at the hotel for the weekend, swim and do other outdoor activities. So at 9pm on April 15th, I am in Kenosha with two children and no place to stay.

get a response from them.