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Business Profile

Motels

Comfort Suites Harvey

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motels.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 dont even know where to begin. On April 12, 2025 we (my family and I) checked into the Comfort Suites Hotel and immediately noticed how unsanitary our room was. We were moved to three different rooms, and shockingly, each one was dirtier than the last. It was clear that cleanliness and basic hospitality standards were not a priority. I was traveling with my 4-year-old and would never allow him or myself to stay in a place as unsanitary as ******* make matters worse, the manager refused to speak with us directly. The front desk staff appeared sympathetic, but they were only able to relay messages from the manager, who communicated solely via text. At one point, the front desk employee called the manager on our behalf, and the manager actually hung up on him. That level of unprofessionalism was shocking.Despite not staying the night due to the unacceptable conditions, we were denied a refund. Ive since contacted corporate and will be following up with you guys to formally report this experience.This entire ordeal was completely unacceptable. I would strongly advise others to avoid this property until serious improvements are made.Ive taken pictures and videos but its not allowing me to upload them all. If an email can be provided I can forward those over to you guys also. Thank you.

  • Initial Complaint

    Date:08/29/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 booked a stay at this hotel on December 26, 2023 for the weekend of October *****, 2024. It is the weekend of the *********************** concert in the area. I booked one room at the market rate at the time totaling $470.86 for a three night stay. Now, on August 28, 2024, at nearly 11pm at night, the hotel sent me an email claiming that I was the one who cancelled the reservation and then they left me a voicemail saying that the hotel was going to be "unexpectedly closed" during that time. When I called the corporate customer service line, they confirmed that they were not aware of any maintenance or closure for the hotel during that weekend. When looking at the hotel's website now, you are able to book a stay for that weekend but now it is triple the price. In speaking with the hotel manager, he said there was nothing that he could do to help our situation. In speaking with the customer service representative, the best that they could offer was trying to book us at a different hotel but it had to be at the rate of what we purchased our original rooms at. Therefore, the only available options they gave us were 1 star hotels with horrendous reviews and far away from the area we originally planned to stay in. Now, due to the event and it being less than two months away, the surrounding hotels are now at minimum triple the cost. We booked nearly nine months ago to get ahead of the surcharge, they should honor the price that we booked it for then.

    Customer Answer

    Date: 09/18/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Comfort Suites Harvey regarding complaint ID ********.

    Regards,

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

  • Initial Complaint

    Date:01/22/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Date: 12/29/23 at 8:15pm account number *********. We checked into this hotel and we went to the room to drop off the luggage so we could pick up daughter from the airport. As we was doing this my stepson seen a cockroach crawl out from the mirror close to the *** We immediately called down to the front desk and told them we could not stay. We we got down to the front desk the lady said she could move us to the 3rd floor. I told her it was impossible for us to stat since my daughter has an autoimmune disorder and is also petrified of cockroaches. She stated what do you expect this is *********** I told her I have stayed several times in *********** hotels and never seen a *****. She also said they had a company come two days ago and sprayed and we were the first to complain (when we looked at the reviews when we was writing one) several people complained about roaches. We asked about refunding our money she said she was waiting for the manager (***) to return her text. I asked her to place the time we left the hotel (she did) as we was told to call back after three the next day. We called back the next day and ray the manager was never available. We booked this through orbits and they was unable to get in contact with ray as well. When we got back from out cruise I called and spoke with *** on 1/8 he said he I would have a refund issued by the end of the day it is now 1/22 no refund and now I cant get in contact with ***. When we went on the hotel reviews to write a review, we saw several complaints about roaches and not being able to get their money back (similar to what we are going through). We did not stay at this hotel. We checked in and out. Our check in was @8:15 our out was @8:58 and that included us talking with the front desk lady waiting for *** the general manager to call back. On 1/8 after *** said he would return out money our review was taken down mysteriously.

    Customer Answer

    Date: 02/13/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Comfort Suites Harvey regarding complaint ID ********.

    Regards,

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

Comfort Suites Harvey is NOT a BBB Accredited Business.

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