CASTLE ROCK, COLORADO -- We just got back from spending 4 nights at the Castle Rock, CO Comfort Suites. The first morning there was orange juice at the breakfast bar. Next morning only apple juice. When asked, the server just said they were out. Next two mornings they were also out. Inquired at the desk and was told they ran out because of a blizzard the week before and no deliveries since then. I asked if there were no grocery stores in Castle Rock that carried orange juice, but was told only one person is on duty and can't leave. Amazing.
We travel there in April every year for a glass show held nearby. This was our first stay in this hotel. And our last. Don't these places realize it is the little things that decide if we will return?
FORT MYERS, FLORIDA -- I made a one night reservation at the Comfort Suites Hotel Airport in Fort Myers, FL, not being aware of their 24 hour cancellation policy. (I cannot find any reference to the policy on their reservation page.) My flight from MI was delayed due to weather, and I therefore missed my connection to Fort Myers. I called the hotel to cancel my reservation and was informed I would be charged for the room anyway. Don't hotels cater to travelers, and don't travelers sometimes have travel difficulties? Airlines rarely cancel flights 24 hours in advance. I will NEVER make a reservation at this hotel chain again.
Every Christmas I have a lengthy stay at Comfort Suites in Denton and this year hoping for a cheap airfare I double booked the rooms until I knew exact dates of arrival and departure. Well my American Express bill arrived and I am billed three times (@ $100 a night) for "No Show."
I actually stayed for 10 days, I notified them at the desk when I checked in of the double booking and even contacted by telephone of the situation BEFORE my arrival. Now here I am.. having to pay 3 separate "no show" fees. The Manager will not even take my telephone call to hear my explanation and he is standing on his decision I "no showed" for three extra reservations and I am to pay for it. So I am paying an extra $300 dollars (+/-) for "no show" penalty.
Before I arrived to the hotel I called by telephone in advance of the exact arrival dates and again when I arrived made a "in person" explanation of this... This is robbery, I feel I am stuck to pay and have no recourse. What can I do? One thing is sure... They have lost me and my family as customers now after many years of frequent reservations it comes to this? Can anybody suggest what I can do about this? Thanks.
GLEN ALLEN, VA, VIRGINIA -- The general manager was OK - she could have been a little more professional and attentive to her employees. But my main problem was the continental breakfast host, he seemed to be more interested in flirting than giving customer service. He asked me if I had a man and for what purpose was it of his to know!!!! When I did need him to help me because there was not any more food left and it was about 8:30 am, he was a no show for about 30 minutes. The place was a mess and where was he to clean it. I would never recommend someone to stay here with that kind of service. Housekeeping was OK.
SAN ANTONIO, TEXAS -- My husband and I drove 2 1/2 hours to San Antonio to take our toddler to see Sesame Street Live. The hotel appeared clean, but that night after showering and getting into bed I complained to my husband that my feet itched. I did not remove the entire bedding (I did a spot check), however the next morning I noticed bites on my feet and when I pulled the sheets back you could visibly see several fleas!
I went to the front desk, but the clerk stated she would call the GM and go look at the room with housekeeping later. I stood there as she "phoned" the GM and asked me if we could check out as planned and the GM would refund the card back once he came in later. Well that never happened. In fact I left several messages by phone, and finally got a response after I faxed a letter. His excuse... yes they were recently treated for fleas, they only found one in our room, and with this being Texas we must have brought it with us!!! Don't stay here unless you take bug spray!!!
EL DORADO, ARKANSAS -- We're frequent Choice Hotel clients and have seen both outstanding and sub-par. While staying in El Dorado, AR, we were completely dissatisfied with the cleanliness of the rooms. Our first room had a filthy bath and wet sheets!! After calling the front desk and moving rooms, we were again unsatisfied. The room, a non-smoking, smelled like an ashtray. There were dead bugs in the corners, and the bath was again dirty - water spots all over, like it hadn't been cleaned in forever. The desk attendant was so helpful, but nothing could change the fact. The rooms were inadequately cleaned!
LUMBERTON, NORTH CAROLINA -- My wife and I checked in to the Lumberton, NC Comfort Suites on Sunday, Sept 2, 2007. We asked if the pool was up and running because my wife wanted to enjoy the sun the next day and be able to swim. We were told it was ready to be used. On Monday morning, around 8:30 am, we went down to have the free breakfast and my wife looked at the pool. The water was visibly greenish in color from the breakfast area and when my wife looked at it, it had algae on the bottom. When we brought this to the attention of the clerk, she looked at it and agreed it looked dirty, but she could not do anything for us.
The manager was not on duty and the maintenance person wasn't coming in. At that point, about 9 AM, we decided to check out. As we were leaving at around 9:40 am, the clerk got in touch with the manager, who said she wasn't coming in until 11:00 to check the pool. We left a contact number and were told she would call when she came in.
At 11:38 am, without a phone call from the hotel, I called and was greeted by the clerk who transferred me to the manager. She proceeded to downplay my complaint by claiming the pool was fine when she got there at 10:00. When I expressed that we were concerned about the pool's appearance and were therefore dissatisfied, she said that the 110% Satisfaction Guarantee did not apply to us because we left and the pool was fine in her judgment. I feel that they were disingenuous and rude in their treatment of my concerns. The pool was not clean.
T OR C, NEW MEXICO -- This hotel has a secondary entrance that requires a key card to enter. The lock was disabled/broken and allowed anyone to enter the interior of the hotel, unmonitored, at any time of the day or night. This is a major security issue for those choosing hotels based on security.
The second issue is the "slamming door" effect. The rooms have large, heavy doors that self-close. The problem is that when they close they create an effect that is similar to a door being slammed. The hotel design is such, that this noise reverberates throughout the long hallway and sounds like it is happening in your room.
Third major issue is that this hotel has very poor customer service response from its management. They will either not reply to your concerns or if they do respond, it is in a very rude fashion. They get away with it, because the hotels in the area book up very fast on the weekends and they know that they will fill up regardless if you choose to stay there or not. Horrible customer service.