Complain about a product or service

Comfort Suites

Beverly of Charlotte, NC September 1, 2009

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 it’s 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.

MARIE of GREENVILLE , SC July 30, 2009

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!

Trina of Wilmington, NC November 28, 2007

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

Brandon of Tulsa, OK October 2, 2007

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

Lee of Austin, TX August 29, 2006

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.

Teri of Milwaukee, WI April 17, 2005

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.

Ron of Modesto, CA March 5, 2004

I stayed at their hotel for 3 days on business, on the second day I had to work digging and pouring concrete so my boss advised me to leave my jewelery in the room as this type of work would damage it. I did so and left my ring on the nightstand with a witness the CEO of the company that hired me to do the work for him. I came back to my room later that night and my ring was gone as well as my cigarette lighter. I called the front desk as to where did they put my ring. Housekeeping did not answer and they said someone would get back to me. They never did.

I phone later that night and the front desk said they would see if they could find anything else out for me. They phone me back and told me housekeeping did not have it. They told me to contact the g.m. monday morning to complain. I wrote a letter explaining what happened and they said they would leave it on his desk and he would contact me monday morning. I phoned to speak with him monday and left a message on his voice mail to call me. I phoned another 2 times that day and still no response. I continued to phone everyday at least 3 times to get ahold of him and I was never able to contact him, they always switched me over to his voice mail. Finally after 5 days of no responses, I phoned the s.s.f.p.d. again this time to file a police report for my ring being stolen by a hotel employee. Since I still have not heard back from anyone with their company im also trying to contact corporate headquarters and file a complaint with them since I cant even get a response from them.

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