Comfort Inns, Suites & Hotels Complaint - Room Condition & Service
SAVANNAH, GEORGIA -- In April we requested a suite at the Comfort Inn & Suites in Savannah, GA. Specifically, requesting 3 beds for 5 travelers. Upon arrival the carpets were dirty. We had 2 bath towels everyday for 5 people. The electricity was out for hours our second night. We requested an extension of pool hours since it had been closed down. Although, we were told it is closed! What would it have hurt to allow travelers to swim for an hour anyway? As long as they were quiet. Therefore, we could not use the pool or hot tub. Truthfully, it was cloudy anyway and we doubted the safety of the water. Especially, since there was a no swim ocean bacteria alert nearby. Although, there was a group down by the pool at 11:30 with a boom box plugged in loudly. According to the rules no noise after 10 pm. (not true) However, all of the above was not the worst of our experience. The beds in the bedroom were great. However, the sofa sleeper was ready for the dump. The middle sagged down to the bar. Springs were hanging out of the sides which were ripped from end to end. Our pillow had blood spots and the blanket was torn. We proped the pillows up with the back cushions and folded the blanket to cover the bar. The next morning we complained to the attendant at the front desk. We were informed there was nothing they could do. They were aware of the problem. The Customer Service agent was rude and not willing to help us resolve the issue. My question is why would they rent a room to a family knowing they needed 3 beds and only 2 were useable? They could have offered us another room, exchanged mattresses from a room not using the sleeper, or transfered us to another hotel who could accomadate us. According to the Comfort Inn & Suites and their Choice Hotels Progam. If you are not satisfied with your accomadations or their service. You must inform the front deskstaff. If they can not correct the situation, you will not be charged for your room. Where is this 100% guarantee? We were charged for both nights! I have sent 4 letters and have not received a response from Comfort Suites. How long do they think they can rip consumers off before the public figures it out?
IN RESPONSE TO QUESTIONS POSTED----
The 100% guarantee is advertised by all Comfort Suites evidently one reviewer has never stayed at Comfort Inns. I travel extensively and use numerous hotels, including evaluating hotels for our employees.
In response to the pool hours and life guard. There was no lifeguard on duty. It was swim at your own risk. Therfore, no extra cost to the hotel. We inquired not only for ourselves but several families who were sitting around the pool area waitng to swim.Numerous other hotels have and will extend pool hours. Especially under the circumstances we endured during our stay here.
In response to going to the front desk when we discovered the dirty linens. We arrived late our first night. Bear in mind I was traveling with elderly parents, my sister and a child. They were exhausted from the trip and their beds were nice as stated earlier. There were no other rooms available. Even the surrounding area hotels were sold out. Therefore, unfortunately we were not given much choice other then to stay. The issue here is the hotel knew the sleeper sofa was not in useable condition. They told us it been reported before.
In response to the electricity , towels and carpets. The electricity was working when we arrived. Therefore, no reason the carpet should not have been swept. They had plenty of towels in the pool area. We had to request one for baths everyday. One would think they would have a list of the number of guests per room. At least leaving one towel each.
It is difficult to explain everyting that happened in a few sentences. I am positive if anyone experienced this weekend. You would have complained too!