Bad hotel experience-Comfort Suites
Aug 17th, 2003, 04:48 AM
#1
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Bad hotel experience-Comfort Suites
When my wife and I spent the night at the Comfort Suites in Salem, Va, not only did the room have a refrigerator that contained food embedded in a freezer that had not been defrosted in weeks, but were shocked to open a drawer and find a large anatomically correct sexual toy. As it was late and we had no reason to believe that another room would be more sanitary, we reported this to the front desk the next morning. The response was to offer $10 off the room, and a statement that these things happen and will happen again. After speaking with customer service representatives from the hotel chain I received a form letter of apology from the manager of the hotel. I followed up with a telephone call requesting a full refund. Not only did he refuse, but he treated me as if I had done something wrong.
Please avoid this establishment, be leery of any Comfort Hotels, and don't open dresser drawers. You may get a large unexpected and ugly surprise.
Please avoid this establishment, be leery of any Comfort Hotels, and don't open dresser drawers. You may get a large unexpected and ugly surprise.
Aug 17th, 2003, 05:26 AM
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We had a similar unpleasant experience at a Clarion Suites in Groton CT. Room was filthy, paint peeling off the ceiling, a layer of dust on everything. (NO toys though!!)
We also got the form letter from the manager and a refusal to refund our money, even though they "say" that's their guarantee if you're not 100% satisfied.
This happened 2 years ago and we haven't stayed at another Choice hotel (the parent co) since and we've traveled numerous times.
We also got the form letter from the manager and a refusal to refund our money, even though they "say" that's their guarantee if you're not 100% satisfied.
This happened 2 years ago and we haven't stayed at another Choice hotel (the parent co) since and we've traveled numerous times.
Aug 17th, 2003, 05:50 AM
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We've had the same experience. On our first 7 summers of 3 week western road trips, we often stayed at choice hotels, mostly comfort inns, but found them to be very inconsistent. And no one ever seemed to care if we weren't satistied.
Not sure why (are we slow learners?!) but last month on our western road trip, we stayed at only ONE, the Comfort Inn in Canon City, CO; it was a rated a 3* by the AAA but NOT at all like a 3* should be. Too many icky things to list, but again, the front desk didn't seem at all concerned (so much for their guarantee) nor did the manager i called later. Nor the AAA, although they said they'd make note of it.
Note to self: NEVER EVER again stay in a choice property!
Aug 17th, 2003, 07:21 AM
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Comfort Inns, like many chains, are operated by licensees and can vary a lot. For instance, there are two Comfort Inns in Manhattan and one is icky and the other (Comfort Inn Midtown, operated by Apple Core hotel group) is very nice.
Aug 17th, 2003, 08:47 AM
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The toy was a housekeeping oversight.
The refrigerator gunk is a sign of poor housekeeping policy in general.
When you stay at places like Comfort Inns you will run into such things periodically. Goes with the territory.
If it were the Ritz Carlton you'd have received all manner of apologetic responses (I would hope). But places like Comfort Inns aren't in the luxury hotel business. Nor do they claim to be. They owe you a clean room and the opportunity to get a good night's sleep.
I don't think the things you ran into ran afoul of the basic goals of the hotel, though it reflects poorly on their housekeeping standards.
Ask Olive Oyls how difficult it is to find and keep good housekeeping personnel.
The refrigerator gunk is a sign of poor housekeeping policy in general.
When you stay at places like Comfort Inns you will run into such things periodically. Goes with the territory.
If it were the Ritz Carlton you'd have received all manner of apologetic responses (I would hope). But places like Comfort Inns aren't in the luxury hotel business. Nor do they claim to be. They owe you a clean room and the opportunity to get a good night's sleep.
I don't think the things you ran into ran afoul of the basic goals of the hotel, though it reflects poorly on their housekeeping standards.
Ask Olive Oyls how difficult it is to find and keep good housekeeping personnel.
Aug 17th, 2003, 09:09 AM
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regplimpton
We must have different levels of acceptable sanitary conditons and customer service response. I do not consider a clean room a luxury or do I expect to be treated with indifference and rudeness. Good management eliminates housekeeping issues and responds with courtesy to legitimate customer issues.
We must have different levels of acceptable sanitary conditons and customer service response. I do not consider a clean room a luxury or do I expect to be treated with indifference and rudeness. Good management eliminates housekeeping issues and responds with courtesy to legitimate customer issues.
Aug 31st, 2003, 01:15 PM
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Also have had similar problems with Choice hotels--from dog excrement left in an outside stairwell (over 12 hours), to an infestation of bugs at a location outside WDW. Have learned the lesson though and would only stay in these properties if no other options were available. Personally, I think their quality IS consistent, in that it is generally consistently BAD.
Feb 8th, 2005, 12:36 PM
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Just became a member of this forum, and want to et everyone know that the Customer service policy at Choice Hotels has not changed. It is nonexistent.The policy is a reply from the manager of the hotel. I had already informed him of my dissatifaction, without any results. I would suggest anyone,avoid this chain at any cost.
Feb 8th, 2005, 12:43 PM
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SS29 sorry this happened to you.
I had a very different experience. On my tour of New England with Cosmos - budget tour 5 out of 7 nights were at Comfort Inns in different states/towns. I don't have anything but pleasant memories of hotels and breakfast buffets there.
OliveOyl, did you get your name back? Congratulations!!
I had a very different experience. On my tour of New England with Cosmos - budget tour 5 out of 7 nights were at Comfort Inns in different states/towns. I don't have anything but pleasant memories of hotels and breakfast buffets there.
OliveOyl, did you get your name back? Congratulations!!
Feb 8th, 2005, 12:59 PM
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Faina, I think the key here is that the folks who have reported bad experience and indifferent service are one-time, often even one-night, guests and the hotel has no motivation to make them happy.
In your case, however, the travel agency and Cosmos represent a major, continuing stream of clients, so if the owners didn't make them happy, they'd take their considerable business elsewhere.
In your case, however, the travel agency and Cosmos represent a major, continuing stream of clients, so if the owners didn't make them happy, they'd take their considerable business elsewhere.
Feb 8th, 2005, 01:07 PM
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Well, I for one am very upset. I've stayed at a couple of Comfort Suites and we've never gotten any complimentary toys. Do you think it's too late for me to demand a refund on my stays?
Really, I know the common thing these days is to expect getting something for nothing, but did you get a motel room that provided you with a night's sleep, a shower, running water, and towels? If so, then why should you not have to pay for it? These things happen -- more at that level of hotel than higher ones. I think it was nice they offered you some concession. If you really expect a cheaper motel chain to comp every room where some slipup occurs, then you can wave goodbye to the low rates. Someone will have to pay for all those comped rooms.
Are you also the type that finds a rubber band in your salad at a restaurant and expects them to comp your whole meal?
Really, I know the common thing these days is to expect getting something for nothing, but did you get a motel room that provided you with a night's sleep, a shower, running water, and towels? If so, then why should you not have to pay for it? These things happen -- more at that level of hotel than higher ones. I think it was nice they offered you some concession. If you really expect a cheaper motel chain to comp every room where some slipup occurs, then you can wave goodbye to the low rates. Someone will have to pay for all those comped rooms.
Are you also the type that finds a rubber band in your salad at a restaurant and expects them to comp your whole meal?
