Complaints

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1st, myself who made the reservation and 2 other guest checked into our room. 2 of us are anemic which means are bodies can't produce enough iron which causes us to be cold. Upon checking in we realized our room was too cold for our liking. The pull out bed did not have a full blanket, it was a small throw. We asked the front desk around noon if the could provide extra blankets to accommodate us. We were told that they would tell housekeeping, but at the time house keeping was on break. We waited. Eventually we left and came back. When we told the receptionist the blankets weren't given they said they would provide them. A while later we asked again, at this time it was evening. When asking again they stated that housekeeping was off and they would not provide us extra blankets. That night was very uncomfortable for us with anemia. We could not get warm enough therefore we could not fall asleep. That night we both woke up with sore throats and sniffling. A hotel is supposed to accommodate you the best way they can to make your stay as comfortable as possible. We paid $249 for a 1 night stay which isn't cheap. For them to not even provide us extra blankets was very unprofessional.

  Business response

  11/10/2024

  The room has a max occupancy, the room comes equipped with the amenities for the pax accounted for- while I empathize with the health issues of the guest we will not be refunding the guest. The thermostat is in working order and we assisted as much as possible- the guest also called to modify the room type. 

  Thank you, we will be closing this complaint out. 

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking a full refund of $123.92 (Itinerary # **************) from Comfort Suites Miami for inadvertent booking of a one night hotel stay. Dates 12/24-12/25. I booked through Expedia. The red eye flight from STX on 12/24, **#****, connected through Miami on to Philadelphia, Fl#****. I inadvertently booked a night in Miami when it should have been ******. The final leg was ****** to ROC on 12/25. Expedia advocated on my behalf for a refund from Comfort Suites but the hotel denied the refund. Bad business practice as they did not earn the $123.92 and could easily verify the mistake given our 9pm connections on **** out of Miami. As a frequent corporate and personal travel I will never use or recommend Comfort Suites. They could easily refund but choose to lose goodwill instead. That said, I still am requesting a refund because it is the right thing to do. Right? Of course it is.Please BBB help me recover my refund from this company.Regards,*****************

  Business response

  01/24/2024

  Room was non-refundable and Expedia has their own policy, everything as far as policy is noted on the booking we held the room in good faith, we apologize for the inconvenience.  

  Business response

  01/24/2024

  Please see previous response!

  Customer response

  01/25/2024

   
  Complaint: 21053291
  
  I am rejecting this response because:

  It is bad business practice. Even the companies response back to me via BBB demonstrates their low EQ and callous management behavior.

  
  Sincerely,
  
  ******************************

  Customer response

  01/25/2024

   
  Complaint: 21053291
  
  I am rejecting this response because:

  It is bad business practice. Even the companies response back to me via BBB demonstrates their low EQ and callous management behavior.

  
  Sincerely,
  
  ******************************

  Business response

  01/27/2024

  Good afternoon, 
  Kindly review the attached supporting documents for this guest; he booked the room on 9/09/2023, he canceled the room, AGREEING to the cancelation fee, and regardless of said situation, the booking is NONREFUNDABLE!The third-party, Expedia, has a standard policy where we must, as BUSINESS PARTNERS, agree to certain policies, and refunding a non-refundable booking is part of that as WE still get penalized and charged if we override their existing policies! We cannot refund something we did NOT collect as Expedia collected the funds; kindly close out the dispute as we stand by the policy.
  
  Have a good day! 

  Customer response

  01/29/2024

   
  Complaint: 21053291
  
  I am rejecting this response because:
  
  Its bad business practice for the consumer. Since hotel and Expedia already have a business relationship, policys, procedures and exceptions can and are often made between partners. If a refund of one nights stay is a financial hardship and the goodwill earned is of no value, then it confirms this is not a company I would support.
  

  Good luck with your business model in the ever changing and dynamic business ****************.

  Sincerely,
  
  ******************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 24th, I made reservation for 2 rooms for September 18th - 19th to go along with the 2 rooms reservation I made for September 13th - 14th (Im going on a cruise from 9/14 - 18) that I made on April, 4th. The only difference is that I made the reservations through a third party on the 24th. An hour after I made the reservations on May 24th, I received a phone call stating that they were the hotel and that they would not be able to accommodate me and that I would need to cancel my reservations. I was able to cancel the 9/***** successfully, however I was told that for September ***** I would only receive a partial refund. I want a full refund. Also, I notice in the email I was charged a different price than I was told.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We arrived early for check in on 4/10/2023 and our room was not ready- It was supposed to be 1 room with 2 queen **** and one pull out sofa ***. The lady at the desk said that she could give ** one of the rooms with 1 king *** and 1 sofa ***. When we explained that wouldn't give ** sufficient sleeping arrangements, and that we would then need to get 2 rooms instead, she offered a 15% discount and stated that each room would cost a total of $250 for the 2 nights. She placed a hold on my credit card for $190 for my room (room 314), and charged my cousin for the other room (room 315). The rooms left much to be desired- the carpets were filthy, had definitely not been shampooed or cleaned in recent years. We found dead cockroaches in both rooms, the sofa *** was not made up, and when I located the ***ding in the room's closet, the sheets had bloodstains. I asked housekeeping for a clean set of sheets and made the *** up. We had problems with the hot water as well, in both rooms. One of the reasons we booked this hotel was that their website claimed there was a bar/lounge on premises as one of the amenities. We arrived to find out that is no longer the case, the bar has been closed down and taken out. Additionally, after placing the $190 hold on my credit card for the deposit, the hotel charged me an additional $399 for room 314- The desk staff explained that the $190 would be credited back within 10 business days and that the $399 was the full cost of room 314 for both nights (we checked out 6:30am on 4/12). I've contacted their corporate office to explain the situation- the significant overcharge, negating the promised discount, and the filthy conditions. They were unable to refund anything or even get a supervisor on the line for me. They offered bonus points on a ***********, which i am not interested in after the experience we had.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩