Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation at Comfort Inn in advance of a family trip to Van Wert, Ohio. The reservation # is *********. At reservation time I expressed that I was reserving two connecting rooms because we had three adults and three children. We wanted the connecting rooms so that we would not have to go out into the hallway to get to the other room. At the time of my reservation I was guaranteed the adjoining rooms. When we arrived at the hotel I was advised that we were not given to adjoining rooms. Comfort inn gave the adjoining rooms to a subsequent reservation made by a business reserving the second floor. I was extremely disappointed that they gave the adjoining rooms away and that they did not call to advise that they were doing this. Had I known this, I would have moved to a different hotel. In addition, one of the rooms did not have a shower curtain. This is the room that our grandkids were in. Unfortunately they did not tell us about the shower curtain problem until the next morning. If we had a joining rooms, I’m sure I would’ve been advised immediately about the shower curtain. I am writing to report the adjoining room problem. After complaining to the manager the following day, she advised that she did not see a problem and would not be providing any type of refund or even a discount in the room. As far as the shower curtain goes she advised that housekeeping was not notified. I have explained to you in this writing why they were not notified that evening. I respectfully request that you review my complaint and advise how IShould proceed. I am going to attempt to upload a picture of one of the receipts. Please be advised that I have been charged $159.47 per night for two rooms.

  Business response

  09/06/2022

  [BBB transcription via email from the business]

  To Whom it May Concern:

  
  

  I am writing in response to a complaint we received here at the Comfort Inn in Van Wert, OH. When reserving a room at a hotel, not just ours in particular, but any hotel we cannot guarantee anything. You can put a request in for something like in this case an adjoining room, but it is never guaranteed. We cannot possibly predict what will happen in a room whether it's a maintenance issue or in this case simply being sold out or close to it almost every day,  it being the busiest time of year for us things change daily. People cancel reservations as fast as they make them which in turn makes for very unpredictable days for us.
  

  
  

  I see that this guest booked their room only 9 days prior to arrival. We have only 2 sets of adjoining rooms that have 2 Queen beds in each, so when a large party books with us, we accommodate them accordingly and, in this case, utilized our adjoining rooms because it was our only option at the time. We only have so many Double Queen rooms and so many K rooms.  We are not going to turn away guests if we have the rooms for them. I can assure you that several days prior to this guest's arrival that we were doing everything we could to make this request happen for them. When it came down to the actual day the adjoining option was still not available so we gave them rooms right next to each other, which we felt was sufficient enough. 

  
  

  When I spoke to the guest on the phone about the issue, I explained in detail how this was a request which means it is not guaranteed. Something of this matter does not require a discount by any means, as we did everything we were supposed to such as provide them the rooms they asked for which was 2 rooms with two Queen beds and all of the amenities the hotel offers were available. We are very sorry that their request could not be met.
  

  
  

  Sincerely,

  
  

  ****** ******-Manager

  Comfort Inn

  Van Wert, OH 45891

  ************

*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. ↩