Comfort Suites

I asked to speak to the manager and was told that she wasn't in. I was transferred to her number and I left a voice message when she didn't answer. I tried again later and when my calls were not not returned, I sent emails requesting to be contacted. After a couple days, I called and emailed the corporate offices of Choice Hotels. Those who answered my calls and returned emails politely told me they were "sorry my stay was not satisfactory" but that "since the hotels are individually owned" there was nothing they could do and the decision regarding the charge was up to the hotel manager and out of their hands!

Finally, after several days, the hotel manager called me and stated corporate headquarters had contacted her about my complaint. She stated that she personally checks every room after a customer checks out and that there was a "strong odor of cigarette smoke" in the room I had occupied and she "had to have the room deep cleaned" because of it. I told her I was being wrongly accused, that there had been absolutely NO smoking in that room between the time I checked in and checked out. When she insisted that someone had smoked in the room, I said if she indeed smelled smoke, perhaps it was coming from another room, or outside the window, or perhaps it was a possibility that an employee had smoked in the room before she entered. She very adamantly stated that no employee was allowed in the rooms until after she had checked them. She refused to remove the charge.

I called my credit card company and told them I wanted to dispute the charge. After a few days, I received a letter from them stating that they had CONDITIONALLY reversed the charge to my account and that they had sent an inquiry to the hotel manager who would have 30 days to respond and provide proof that the charge was valid.

When I contacted my credit card company after more than 60 days had passed, I was told that they had received NO RESPONSE from the hotel manager and, therefore, the charge was permanently removed from my account. Finally! After more than FOUR MONTHS of my time spent on phone calls and emails (along with the emotional strain, aggravation, frustration, and lost sleep) because I had been falsely accused and charged for something I did not do! So, because of this incident, I will never stay at this hotel again and, if given any other option, I will not stay at another Choice Hotel again!

I rushed. I put $350 in her bank account and called her to tell her to take care of it. She spoke with them and they told her “they didn’t see it”. I told her to check out and I would call them later that day. As time was approaching for her to check out at noon I checked her account to get the exact amount before calling. They had charged and saw they had AGAIN charged her debit card $200+ and a second time sent her into overdraft! I called and spoke to the general manager and was yet again told they couldn’t see it. This left my daughter with $20 to survive on for the next 6 hours was she waited for her plane!!! This isn’t enough for anyone less own a type 1 diabetic who has eat and use insulin to live!!!!

Fortunately I called my bank and since I have names with them for 20 years they reversed one of the charges and I had her draw out all of that money immediately from an ATM. I ended up going to my bank once she got home and the 2nd charge was credited back 3 or 4 days later. UNFORTUNATELY that isn’t the end. Today I checked her account and almost a week later the SAME hotel charged $328 to her card!!!! Of course their same excuse is “we don’t see it”. I called the corporate complaint number and their answer was that each hotel bills through their own system and I just received a call from the hotel saying they can’t get my card out of their system and I “need to cancel it or it will keep charging!!! WTH???

I have experienced a few of the complaints, that I have been reading about this company, and up until now I have felt that the good outweighed the bad, until tonight. I checked into the Comfort Suites in Benbrook, TX. this evening. It was my second stay here. Upon check in I ask for the same rate that I had been given before. The lady that I was talking to, who was checking me in, was nice and professional.

However, a younger lady walked up behind her and interjected herself into our conversation and she was very "curt" and somewhat belligerent. She informed me that she could not authorize a discount, even though I was only asking for the same rate that I was given just a few weeks ago, this did not matter. She informed me that if I wanted to stay there that the rate was not negotiable and that if I wanted a different rate that I would have to speak to the property manager the next day. Even though she was still going to charge my credit card for the regular rate.

I tried to speak to the lady that was trying to check me in and each time this other employee continued to interject herself into the conversation. She was rude and beginning to be obnoxious. I told her that I wanted her name and her manager's name at which point she told me that "was fine and that I could have it". I told her that she had a lot to learn about customer service and that I was calling their corporate office and filing a complaint against her because of her attitude and she told me that she did not care. She processed my credit card for the standard rate for two days because I was checking out on Friday. Whenever I got to my room I checked my credit card account to verify the amount authorized which was accurate to what I was quoted. About 20 minutes after arriving in my room I received a phone call on the hotel phone from the front desk asking if everything was okay with my room and to let them know if I needed anything.

About one hour later I received a call from the property manager, even though I was told that she could not be contacted until the next business day, supposedly! The property manager ask me to tell her what had transpired during my check in and I explained the entire situation. She apologized for the employee's behavior and I told her that she may consider some additional training for this young lady in customer service and how to better handle a dispute involving a customer. She then informed me that I needed to go back down to the front desk and pay for my two days stay! I informed her that I had already paid for the two days and that I had verified this through my credit card online account. She told me that she was going to check on this to verify that and that she would call me back within the hour.

She called me back about two hours later and informed me that my credit card had been declined and that I needed to take care of this because she could not allow me to stay without paying for the two days. THIS IS FRAUDULENT! I have proof that they had been authorized by my bank, for this amount for the two days, upon check in. The manager even ask me to use another credit or debit card to take care of these charges! I packed up all of my belongings even though I was dressed for bed. It was a little after 9:00 CDT.

I went down to the desk and questioned this same employee that I had a dispute with about why they were claiming that my card was declined when she had processed my card for the two days upon check in and the authorization had been given? I even showed her on my phone where this amount had been authorized by my credit card company to Comfort Suites, and it even had the time stamp on it, and that it was not declined and all she would say was "your card was declined". She stated this about three times and I informed her that her company had better reverse the charges back to my credit card that had been authorized to them. She would not engage in an intelligent conversation concerning this matter. She only repeated what she had already said which was your card was declined. THIS IS A LIE. It was not declined and they were given an authorization for the two days room charge and I have proof of that!

I had to find another motel at 9:30 at night without a reservation. To say that I am livid is an understatement!!! I plan on calling my credit union as soon as they open in the morning to hopefully stop this transaction from being paid. In addition Comfort Suites has tied up $189.10 of my credit card line of credit. This may seem a little amount to some but it's not to me. The amount is not as important as the principle of this situation! This is ridiculous! Tip for consumers: Conduct due diligence on this company! I didn't until tonight when I experienced my own problem with this them. I highly recommend that you not stay at any of their properties!!!

Stay away from the breakfast buffet, it's dirty, cold nasty eggs and over grease bacon, that's sitting in grease, with spilled food all over the food area, and never cleaned. I have pictures of everything, and will be contacting the inspector to check this place, and FT Sill, since they get a lot of military staying there, that may change after the pictures I am going to send Fort Sill that allow folks to stay there with this piss poor cleaning and rip off service.

A friend works there and told me that none of this happened. I then called the owner of this hotel, Joshi Hotel Group, a few days later and the person who answered was a man who identified himself as Victor. He sounded polite and listened and told me to call back in a few days after he discussed the problem with his boss. A few days later the phone number is disconnected. What a bunch of losers these people are. They pretend to help but the only thing they do is cover their tracks and lie to customers. I suggest no one gets a room in this stank hole of fungus hotel EVER. When the supervisors curse and lie to customers, it's easy to figure out what else goes on in this stank place. I tried to handle this in a professional manner but they wanted to handle this like a bunch of kids playing in mud. Further reviews to come on this rat hole of a hotel and the hotel group bums that owns it.

They suggested opening the blinds, closing the blinds, turning the fan from on to auto, and they would 'leave a note' for the morning people. There was no empathy and their sincerity for sympathy was delivered as a well-rehearsed (obviously repeated often) "I'm sorry, but there is nothing I have the ability to do for you". $100+ night stay and the outside Florida temperature is 76 degrees but Comfort Suites is happy to welcome you with a 77-degree room. Carpet was worn in areas.

I called the Manager and told him I have an empty envelope. He told me he was not sure how that happened but he still had the original package with the cell phone and he would send that to me. He would take care of this himself. He wrote down my address and told me it will be sent! A week went by - no phone! I called him back. He told me the lady had sent me the phone in the envelope I had sent. That was a LIE. He had told me he had the package when I called and told him of the empty envelope. I am checking records with USPO. They have records of weight of package sent to me. It was empty. I will press all charges against Comfort Suites, the manager, all involved.

Our room was not supplied with bath towels and I had to ask for some. The sofa bed mattress had stains on it, and so did the carpet. The next morning, we were greeted by cockroaches. One was about 2 inches long. I had to make sure I shook every item and clothing I had, so I wouldn't bring one home. On my check out, I complained about my stay. I was told that my phone number and information would be handed over to the manager. I would definitely not stay here again.

My wife called and talked with choicehotels and they called to get our refund or work something out and they couldn't get anywhere with manager either. After a quick search noticed a few others with similar situation with choicehotels.com and other hotels chains in other parts of country and manager states policy is to keep the money. So my family is out, changes made to our trip for our high functioning Autistic children and had less money to spend. I will never use this website again and will never use sites or any of their sister companies again. Visa wouldn't help us, so guess we'll be switching cards, they claims there is no proof. Well neither does the hotel chain have proof that would work on court but guess companies help each other more than people. Shameful. What goes around will come around.

We were Confronted by a very rude man in a Padre Island City ordinance truck asking about 1 bottle sitting in the arm rest, keep in mind none laying on ground. He then explained himself that they are signs everywhere on island and!!! EVERY HOTEL!!! I then asked him to call his supervisor and they didn't arrive till 30 mins later. I received same info. Listen to this A UNIFORMED POLICE OFFICER told me "relax sir it's only 1 bottle. I have seen people get away with 20.00 fine in court." I then asked him to follow me to room to get my wallet. He said that wasn't needed. Just to give him my address, name, and social #. I complied only because of what officer said and my family was all packed up and standing in hot sand.

We proceeded back to hotel same exact way we came down looking for these "signs". Nowhere to be found walk way nor Comfort suites, Interior or exterior. I then asked to speak with a manager. She wasn't in. I asked Front desk guy "Hugo" questions about signs. He didn't know any information at all. I then asked when the manager would be in. He replied that he didn't know. Next morning after breakfast at hotel we went to gift shop across the street. May spent about a hour. Upon return we noticed Worker from our hotel zip tying a SIGN to the very door we first took to the beach that read "NO GLASS ANYTHING ON BEACH"... Now anyone in their right state of mind and does not need problems like 500.00 tickets correct?

I asked him how long since they didn't have the sign or was it new? He said sign has not been there for week.. So I finally spoke with manager. A female Hispanic that was beyond rude not helpful at all. I simply asked about their sign policy she cut me off and said there is no policy and its courteous from Comfort Suites to customers.. Ok so a customer that just paid 1100.00 for 4 days or any customer is not important to you? She replied that they are not responsible and said they could not in any way discount anything for the troubles of a PAYING customer. I then asked for corporate office info and ended the conversation with her... Buyer beware. Very rude staff, Stale faces, Incoherent, Overpriced, Pool is very very small. I am going higher up even if I need to contact news agency. I have videos and pics on bridges, roads, hotels.

He gave us another room on the same floor and I looked it over good, I thought. We went to bed and the next morning (Christmas Day) we noticed that the ceiling had ladybugs on it. When we left to go back to my son's house on Christmas Day, I stopped by the front desk and told the clerk about the ladybug and he said he could move us to yet another room. I didn't take him up on that offer because I didn't feel that the ladybugs would pose a threat to us. I ask to speak to the manager, Renee **, but he told me that she wasn't in yet. That was at 10 am. That night when we arrived back, I stopped by the front desk again and ask to speak to the manager. The clerk told me that she wasn't there, but would be there the next morning.

The next morning, Monday, 12/26, I went to the front desk on my way out again and ask for the manager. The clerk told me she wasn't there, but would be there later that day. That night when we arrived back, I ask to speak to the manager again, but she wasn't there but would be there the next morning. The next morning (Tuesday, Dec.27) was when we were to check out. I went to check out and ask to speak to the manager, but she told me that she wasn't there, so I left a message for her to call me back. The clerk assured me that the manager would call me that day, but she didn't.

I called again today and the clerk told me that she wasn't in, but that she did give her my message and would give her my message again. All I wanted to do is to let her know about the problems I had and to possibly have a discount for my 3 night stay. I told the clerk that I will never stay with that chain again. Oh, I went on their website to write my review, but it is impossible to get to it.

1. The hotel reservation staff member initially did not honor the rates I was given when I booked via Expedia.com. I was told that I had to prove to her the rates when I booked per Expedia. When I asked to speak to the "acting manager", he upheld the clerks actions, by saying that he's had trouble with Expedia and that they've asked many guests to show their reservation letters to prove their rates.

2. I discovered that my checking account was charged in error twice after check-in.

3. The room was not cleaned properly; upon entering the room, on the headboard of the bed were multiple finger prints.

4. There was only one shuttle bus. On Friday night we called twice over a span of 20-minute intervals requesting a pick-up to return to the hotel room. We were never picked up, we ended up walking 4-5 blocks back to the hotel.

5. While sitting in the hot tub all of 2 minutes, noticed a ring of dirt around the whole of the tub.

6. Our key cards kept malfunctioning. When we asked to have them recoded, in essence we were scolded and told "you need to make sure that you don't have the card by your cell phone, credit cards."

7. On the last night of our stay, I realized that my card had now been charged four times inappropriately. When asked for an explanation of this matter by the acting manager, she replied "ma'am I can't tell you what happened". She never attempted to resolve this matter or promise to follow-up to find out the cause of the error.

8. Spoke to the acting general manager regarding being asked to prove my room rate, to which he began to tell me that asking for proof of the rate was something they asked many customers to do; and went on to say that reservations are only to hold the room, not the rate.

9. When I attempted to contact the hotel's customer service to complain, was left on hold for a total of 30 minutes and no one ever came to the line.

The online number said they needed an okay from her to refund our money. She refused to talk to them unless they called her directly. I asked her to write her name down for me as I was going to report her for her rude attitude. She refused telling me that's why she wears a name tag. Her name tag said Keisha. She told me if I called in, all they would tell me is that she is one of their best. She was rude and very condescending. When the online service called her, she repeated her name as LaKeisha. The online service was very nice to deal with, but Keisha told us they were 3rd party.

After coming home, I read reviews that several people have reported filth and bed bugs on this location. I'm thanking my lucky stars that we were able to stay awake to travel further down the road to find a clean and courteous place to stay. I'm not sure which I would give a lower rating to, the filthy room or the rude clerk. Equally disgusting.