Comfort Suites

Flash forward to this morning (07/16/2020) and pulling up my bank statement to being charged an additional $250. I called the hotel to be told that they charged me for damages to the room (for the broken divider). I politely told her that it was like that when I got to the room. She asked me if I reported it. I told her no because the maid service should have noticed that when they cleaned the room prior to my stay. She said it was MY responsibility to report any damages.

Ok, first off, again MY FIRST TIME traveling ALONE at 39 years old and out of town. TOO shady if you ask me. THEY knew it was broken and charged me for something I did not do. I don't know how people are raised in Texas but my MOM taught me right from wrong and if I indeed damaged something, I am the kind of person to make it right! I have called my credit card company and am disputing the charges. They should really be ashamed of themselves, preying on out-of-towners like that. It makes me wonder how many other people stayed in Room #423 of their hotel and were charged for this broken divider damage! I have also reported this to the Better Business Bureau.

The clerk let me talk to Manish **, General Manager. They both wanted me to talk to the third party they claim I made the reservation thru. I ask for corporate phone number. The clerk gave me the phone number to reservation. I spoke to Albert. Clerk spoke back to Manish. She told him I had something. She told him she was going to handle it. She hung up. She told me she could credit me the $196,17 and I could go some place else. Just a few minutes before she claim she did not know how to credit the money back to my credit card.

The clerk tried to provoke me by saying, "I am the Blonde that you have been beating upon for the last 45 minutes." I told her it was not about her, but she does represent the hotel that I thought was running the Scam and I thought she knew it was a scam. I sit in the Lobby to look up a number for Comfort Suite Corporate Office Phone number. The clerk brought me a piece of paper with Phone numbers to Agoda Support **, Price Line ** number not in service. Ret 35541828 Rm 204, and ** Choice reservation. The clerk gave me another number for price line 877 477-5807.

Online Comfort Suite Corporate number was listed as 301 592-5000. Terme answered, "Choice", Choice is the Corporate Office for Comfort Suite. The Hotel clerk told me Choice was their Franchise. Terme claim she was going to elevate my claim to someone who had the power to resolve my issue. She gave me two case numbers ** and **. I asked when will I hear something, was she going to call me back. She said, "No, but you will hear something." On Jan 10, 2020 I received an email. Joe (no last name) sent his regards. Claim my complaint had been reviewed and they contacted their hotel partners and they are not willing to make an exception.

I do not want an exception, I want you and your hotel partners to make this right, because Juan your representative misrepresented who he was and did not disclose all of the fees. Back to Terme, I asked if I could call her back at that number. She told me not to call that number I should call 800 521-2121. Terme said she would probably be around for a couple of days. I was in Detroit for two funerals one Friday,and one on Saturday.

Saturday morning I did not find the usual receipt under the door. I went downstairs early, because I did not want to be delayed for the funeral. I went to the front desk and today Jackie **, front desk Manager was there. I told her I was checking out. She looked in the computer and told me I was all set to go. I asked for a printed receipt with the amount on it, she said, "I can print a receipt but it will not have the amount on it." I said, "Well you can write it on the receipt." She wrote $196.17 on my receipt. Ms ** started to talk about what she thought had been cleared up on Jan 9. Ms ** told me the clerk should not have told us the rates.

I asked my niece to get a receipt for her mom's room. Ms ** told her the total cost was $222.33 which is different from the email confirmation $295.33, which is different from the clerk $196,17, which is different from the email Itinerary $282.34. We were quoted four different prices for for the same room, confirmation number **. My Credit Card was billed $282,34, $12.99, $267,50. I feel Comfort Suite/Choice Hotels the Clerk and Managers are a part of the SCAM that is going on at Comfort Suite/Choice Hotel 18950 Northline Road, Southgate, Michigan.

After she denied me again and basically told us we had to sleep with what was given to us, I waited until about an hour later and called the front desk to see if someone different was working. There was, and for the 3rd time, asked for some sheets. The new women told me she would do it while we were out doing errands. When we came back nothing was done. I then AGAIN, went and asked for some sheets was told that Vicky told them not to do anything about it, but FINALLY a nice gentleman named Wes gave us some sheets. HOWEVER, the next day my account was charged another $208.95. And 2 extra charges for $38. I have yet to get my “accidental” charges back and a FULL refund.

In addition, the room numbers were documented on the doors by a piece of masking tape & handwritten numbers. Green, moldy looking substance was near bottom of bathroom commode upon arrival. Door of cabinet for refrigerator would not close & had damaged areas on finish. Odor of entire building was bad. Staff was rude! In my experience this was not comparable to my past experiences of stays with Choice Hotels.

Upon arrival to our room, we found several items left by others on the floor- an empty water bottle under the bed, an empty juice box under the sofa bed and a large bag of gummy bears, torn open and spilled out on the floor (gummies stuck to the carpet, even). There was a can of Coke left in the freezer that had exploded and our closet doors inoperable, completely off their tracks. When I documented this to the front desk staff member, no effort was made to compensate or rectify the situation. She insisted that the room was looked over and prepared for us.

The front lobby was filthy with handprints all over doors and walls. On the second floor, we stepped off the elevator to find a large bag of trash sitting on the floor and it remained there until the morning. The hall carpet was filthy- covered with fuzz and dirt and does not appear to have been vacuumed in a very long time! Even more, the pool area was disgusting. The doors to enter the pool were covered in handprints and the floor was dirty. The water was super cloudy and dirty. My children caught wads of hair as they swam and they even found a plastic bag floating in the pool! Does anyone attend to the facility? Are cleaning products being used and equipment maintained? Also, we hoped for a smoke free experience and it smelled of smoke throughout the facility. We were utterly disappointed and disgusted. What a shame!

He asked his manager and his manager said, "NO DISCOUNT!!" I tried calling corporate but was UNSUCCESSFUL, so I had to accept the not so good room because we was tired and was ready to go to Six Flags!!! Next Day, April 3rd, we left the hotel at 9am. Headed to Six Flags. We arrived back to the room at 5:30pm, noticed that the closet knob was FIXED but HOUSEKEEPING DIDN'T CLEAN MY ROOM NOR DID WE HAVE FRESH TOWELS!!! Went to the front desk, they apologized and only gave me towels!!! NO CLEAN ROOM!! I'm very disappointed and unsatisfied. My family was very upset. We actually lived in a dump while staying at Comfort Suites Hotel in San Antonio off Utex Dr!!! Do yourself a favor, do not come here!!! Signed, an unhappy customer

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!

When I open the door to my room I immediately noticed that my bed was half made. The floor was not vacuumed, so I looked around the room and found that my trashcan was not emptied in the bathroom, my cups were not restocked, the coffee pot had not been cleaned. Although it had been taken apart it was not clean. My bag in my closet was turned around so I went down to the end of the hall where my housekeeper was and asked her if she could vacuum my floor, only for her to tell me very rudely that there was no room for her to vacuum. So I walked her back to my room to show her that there was room for her to vacuum and that my trash had not been emptied. She vacuumed in a straight line and left my alarm, never came back to fill my trashcan or finish cleaning the rest of my room and restocking my items.

I went to the front desk and let them know that my housekeeper was very rude and I need it soak in some more towels. The front desk person whose name is Kurt said he would have a talk with the housekeeper because he had gotten several complaints before. I seen a housekeeper on the first floor cleaning and I asked her if she had any soap on her cart. She said yes, asked me what she could do. I let her know I was on the fourth floor and the situation. She followed me upstairs to my room, looked around, apologized and said she would clean my room and re-stock everything. Her name was Belinda. As she was cleaning my room she asked the original housekeeper if she had a trash bag for my trash can. The housekeeper started yelling and talking loudly! As she came to my door the housekeeper began to wave her arms by my face.

The young lady Belinda that came up from the first floor said, "We do not talk to our guests this way" and asked the other housekeeper to please not touch the guest (who is me). I as well said. "Do not touch me or yell at me! Please move away from my door." I went down stairs to let the front desk know what happened and to look at the cameras. Kurt who was at the front desk said I should tell the General Manager what happened, so I did. As I was coming up the elevator with the General Manager whose name is Al **, I was told by Al ** that I should not be worried about it since I was checking out the next day. I could not believe what I heard. The housekeeper was still in my room while I was explaining NOW to the General Manager what happened. Al asked the young lady Belinda if she had to clean the room.

She informed him that she had to empty the trash, put a trash bag in the trashcan, get the towels, restock my coffee and vacuum, as well as wipe down the bathroom sink. Also told the manager how the original housekeeper was rude and came slamming my cups down on my counter and thought she was going to hit me, as I asked her to leave my room. I was not satisfied with the answer I received from the general manager so I went downstairs once again to ask for a number for customer service. That is where I met the general manager standing next to the front desk personnel, and Al ** wouldn’t give me his name or a number. Also told the front desk NOT to extend my stay if I wanted to stay until the 11th. Even if I paid.

Kurt was in fear I’ve seen anything in front of the general manager for what I did was to speak so he wrote down the number for me to call for customer service, slid it to me and told me to call the number and let them know what happened. I did just that. I was given a case number and was told to call back after I check out. Now I am looking for a different hotel to stay in.

I took this time to write this after praying, because NO ONE should have to deal with this type of customer service at all. Some people abuse their position and the power they have to instead of making a person feel welcome, belittle them. When I asked Al why I was not allowed to stay he said because I came back down to get a customer service number. No matter what take the time to write not just the bad but the good. Although I had a very bad and terrible experience I did have a good experience with the housekeeper and the front desk guy Kurt who gave me the information to call and courage to write this.

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.