Comfort Inns, Suites & Hotels Complaint - I Would Have Rather Slept At A Bus Depot
DOWNTOWN KANSAS CITY, MISSOURI -- I checked into jacuzzi room 130 at 2pm on 10/25/08. The room was filthy, had not been vacuumed and there were dead bugs on the floor. The jacuzzi tub hadn't been cleaned so I had to wipe out the tub before use. Also, the caulking around the tub was tearing away, and the cold water handle would not turn off without turning it a lot. It kept spinning in circles and I had to find a happy medium to get it to turn off.
Housekeeping came to my door not once, not twice, but THREE times in the first two hours of checking in trying to deliver me towels. Had they spoken English, I probably could have gotten them to clean out the tub. Upon the first interruption, I put up the Do Not Disturb sign. The second disturbance, I had to point to the sign on the outside of the door. The third time, I was asleep and they came into the room anyway, just to deliver the towels I told them I didn't need. Around 6pm, I needed change and stood at the front desk for over 10 minutes without ever being acknowledged. There were people behind me waiting to check in, so I decided to go back to the room and order pizza.
About 20 minutes later, I went back to the front desk to get change, and the gentlemen behind me were just being checked in. It took the clerk over 20 minutes to check in the guests that were already pre-registered to the hotel. As I was waiting at the desk to get change, my husband attempted to call the front desk on three separate occasions to inform them that we were ordering pizza, only to be hung up on all three times. After dinner, I decided to take a shower. I believe there is faulty wiring in the room.
I attempted to use their blow dryer, which I could not get to initially work. After switching the safety switch on and off a few times, the blow dryer did come on, but all the lights in the room flickered. The light above the sink where the blow dryer was plugged in completely turned off after making several crackling noises. I promptly turned off the blow dryer and unplugged it from the wall. I also noticed scorch marks next to the wall lamp on the left side of the bed's headboard.
At checkout, our stay got even worse. I was charged more than $60 over the rate of the room, and the Vicki, the front desk clerk attempted to double charge my account on checkout. When my husband's card wouldn't accept the second charge (the same bank account), she stated she credited one card then charged the other. When my husband asked her why she did that, it was "because I told her to" which I did not. She told me I would have to call my bank because it was their problem, not hers. I asked her to call her manager, and she refused to do so.
I asked her for the corporate number to see what could be done, and she ignored my request, telling me she was too busy when no one else was at the desk. Upon asking her again, she became hostile and rude, then called the police station once, then 911 because we were "unruly" then told us to leave because she had our license plate number anyway. I had to call my father-in-law to pay with his card. When he called the hotel, she put him on hold for over 7 minutes before hanging up on him. When he called back, she demanded him to fax his photo ID along with other personal information that was not needed for the transaction. The day after checkout, I checked my online banking and it showed two charges for the stay.
My husband then called the hotel manager, Pam, on Tuesday after my stay. He told her of the situation, and she said, and I quote, "You are a liar and I will not give you a refund." She kept interrupting my husband, would not listen to him, and called him a liar on several occasions. He asked if she would refund the stay, and she refused. She also said that Vicki was one of her best employees and had the best customer service skills of anyone at her hotel establishment. Pam refused to give us her last name, or the hotel owner's name. She said, "You'll have to come down here and find that out for yourself" and she promptly hung up on my husband.