Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Comfort Suites in Manahttan********************************************* from 9/11/22-9/15/22. I arrived late at night and upon my arrival, the room was in terrible shape. There were crumbs all of the floors and surface, dust and fingerprints all over the surfaces, hairs in the sink and bathtub, a very large Wolf spider in the room, trash in the corners (including a Sun chip bag), and the a/c unit was not functional in any room. Because it was late, I slept in the room and went to the front desk the next day. Kevin, the Operations Manager, was very friendly at the time and said that he was unable to refund me for the night because I booked with a third party app but would apply equivalent points to my account. I said this was an acceptable solution. He put me into another room that was slightly better but there was still trash in the corners, the a/c did not work, and hairs were in the bathtub but I did not want to be difficult. Kevin never applied the points to my account. I called two months later (11/11/22) when I tried to book a room at another Comfort Suites and realized the points were never applied. When I called, I was informed by the front desk manager that Kevin never made any notes on my account and did not apply the points. It took time to call around and be able to speak to Kevin again but when he finally returned my call he said that he took full responsibility for the failure to apply the points and not taking proper notes. He also said that he never agreed to refund me points for one night but said he would only apply **** points (not even enough for 1/2 of the cost of one night). When I said this was not an acceptable solution, Kevin's demeanor changed 180 degrees and he became **************. I am now seeking cash reimbursement for one night's stay. Based on COVID policies, it is extremely unacceptable that the rooms were not properly cleaned. I had to purchase cleaning supplies and clean both rooms myself to feel it was sanitary.