Complaints

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8th 2023 my nephew (*****************************) booked me into room 112 at Comfort Suites **** ***************** in ******* **. *****. I arrived at the hotel around 9:45 or so, my niece came to pick me up, because I couldn't book in until 3:00, so I parked my car(2013 ******* Elantra, black) outside the pool area, in the back by the door, next to the handicap spot. My car was not a handicap spot. The car remained, there all day. When my nephew and I returned to check in, we removed my bags from the car and took them into the hotel. Left again, to spend the day with them, moving them into their new house, dinner and movie. After the movie, they bought me and my great niece back to the hotel, that was between 9:30 and 10:00 o'clock, the car was still in its parking spot. My niece and I went in and settled for the evening. I walked out of the hotel around 7:55 A.M. April 9th, I noticed my car wasn't in the spot I had parked it, there was another car there. Went to the desk, reported my car as stolen, the employee's smirked, and was reluctant to call the police, finally they called the police, after a hard conversation, so I could make a report. The employee's were rude, and tried to say I must have been parked in a no parking zone, they wouldn't review the camera's so they could see where I parked, or allow the police lady, review the camera's. They said, she would have to wait for the manager to get their on Monday. Come to find out, that other cars had been broken into the nights before, as well as that night. I spoke to several guest, whose car's had been broken into, and we weren't warned that this was a possibility. If the company knew that people where stealing cars, they should have told ** at checkout and we would have an opportunity, to decide if we wanted to stay there. I had to cancel all my credit cards, the car was recovered, not drivable, my nieces gifts stolen, money stolen, etc. This causes lots of issues for a me. They should have secured the lot.

  Customer response

  04/19/2023

  The employee's or management hasn't reached out to discuss what has happened on their property. The damage done, the time and money it has taken to retrieve the damaged car, try to figure out other modes of transportation, and if the car is repairable. The auto shops all say they are backed up, that's because its hard to get parts. So I don't know how long it will take before I can get it back, or come up with the money to buy another car. If the hotel was aware of this happening, they should have taken measures to protect their guest. I'm not sure if they have insurance, so that a claim can be filed against them for not protecting their guest properties. I would like for the company to reach out to me, to discuss, what can be done to assist in the lost, damage of my property because of their lack of security.  

  Business response

  05/01/2023

  I understand you had a poor experience at our hotel during your stay on 4/8/23 due auto theft. We at Comfort Inn & Suites pride ourselves on our customer service and being able to provide a premium customer experience. We are sincerely sorry to hear that this negative experience disrupted your stay. This guest has been here multiple times prior to this event happening. Guest knew that we were not reliable for anything that occurred in our parking lot since we do share parking with other hotels. As soon as this came to our attention MPD was called. During this event, this guest caused so much uproar in our lobby, had family members that were not staying here trespassing & calling the front desk threatening our staff saying that this was going to happen to them soon. Her niece as mentioned in the complaint (that was not staying here )  felt it was okay to go live on social media recording other guests & staff saying everyone needs to know about this. Guest & Staff members felt unsafe so i had to file a police report on her behavior as well.  As mentioned to the guest, all matters are to be resolved between guest & ************** Department.  

  Customer response

  05/08/2023

  To whom it may concern, I do not understand why your hotel is not responsible for your parking lot, and where my car was parked. It was parked at the back door by your swimming pool entrance. If you view the camera of which you obviously did not, you would have seen that I parked where I always park while visiting this establishment. Because your employee's where rude and unconcern about my car, I had to request several times for them to call the police, then she finally did. I also called the police, because of her hesitant. She tried to insist that my car was towed, I was wondering why your hotel would have towed my car, the facts were it was stolen off of your parking lot. My niece, came to pick me up and her daughter who I stayed with me that evening, your employee's were rude, and she went live, because there were others in your parking lot, complaining, that their car had been broken into, as well as one had been stolen and retrieved. I do expect you to take responsibility for my property, because there was no signs, nor was I warned that this was a possibility the day I was checked in, your wording that you are not responsible for my car being in another parking lot, wasn't a true statement, my car was in your parking lot, the glass from the broken window was in the spot that I parked. View your camera's, let the cops view your camera's. I do expect the restitution that I requested, other wise I will send this complaint, to customer service of the chain(************s). I will submit this information on Yelp warning  other's of the lack of concern you have for our property. I think I have been fair in my request, concerning what I've had to go through to retrieve my stolen car, from your property, trying to find someone that could repair it, and issues I had trying to get back home to ******* **, 200 miles from where you are. I am still in a rental, and starting tomorrow, I will have to pick up the payments because, the insurance 30 days are up. You felt the need to call the police on someone doing a live feed because you were more worried about people knowing, what was happening at your hotel, then you were with the customers who were residents there for an evening or so. No one every tried to help me, we were given the run around about the video, and as far as I know, the police still haven't viewed the video. You are responsible for your parking lot, our property, and you were aware that this was going on, because your desk manager said so, I ask her, if you guys knew this, why weren't you diligent in watching the camera's or placing a security guard outside to watch our property. I have not threatened you or anyone, other than, doing a yelp review, and BBB concern. I will submit this to ************ chain, if this hotel and I can't come to a resolution.     

  Customer response

  05/11/2023

   
  Complaint: 19940023
  
  I am rejecting this response because:
  To whom it may concern, I do not understand why your hotel is not responsible for your parking lot, and where my car was parked. It was parked at the back door by your swimming pool entrance. If you view the camera of which you obviously did not, you would have seen that I parked where I always park while visiting this establishment. Because your employee's where rude and unconcern about my car, I had to request several times for them to call the police, then she finally did. I also called the police, because of her hesitant. She tried to insist that my car was towed, I was wondering why your hotel would have towed my car, the facts were it was stolen off of your parking lot. My niece, came to pick me up and her daughter who I stayed with me that evening, your employee's were rude, and she went live, because there were others in your parking lot, complaining, that their car had been broken into, as well as one had been stolen and retrieved. I do expect you to take responsibility for my property, because there was no signs, nor was I warned that this was a possibility the day I was checked in, your wording that you are not responsible for my car being in another parking lot, wasn't a true statement, my car was in your parking lot, the glass from the broken window was in the spot that I parked. View your camera's, let the cops view your camera's. I do expect the restitution that I requested, other wise I will send this complaint, to customer service of the chain(************s). I will submit this information on Yelp warning  other's of the lack of concern you have for our property. I think I have been fair in my request, concerning what I've had to go through to retrieve my stolen car, from your property, trying to find someone that could repair it, and issues I had trying to get back home to ******* **, 200 miles from where you are. I am still in a rental, and starting tomorrow, I will have to pick up the payments because, the insurance 30 days are up. You felt the need to call the police on someone doing a live feed because you were more worried about people knowing, what was happening at your hotel, then you were with the customers who were residents there for an evening or so. No one every tried to help me, we were given the run around about the video, and as far as I know, the police still haven't viewed the video. You are responsible for your parking lot, our property, and you were aware that this was going on, because your desk manager said so, I ask her, if you guys knew this, why weren't you diligent in watching the camera's or placing a security guard outside to watch our property. I have not threatened you or anyone, other than, doing a yelp review, and BBB concern. I will submit this to ************ chain, if this hotel and I can't come to a resolution.   
  Sincerely,
  
  *************************

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