Comfort Inns, Suites & Hotels Complaint - Pool Unavailability
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 form 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.