Complaints

This profile includes complaints for Comfort Inn & Suites Baltimore Inner Harbor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comfort Inn & Suites Baltimore Inner Harbor

  120 E Lombard St Baltimore, MD 21202-5541

• 

  Comfort Inn & Suites Baltimore Inner Harbor

  120 E. Lombard St Baltimore, MD 21202

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:05/27/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  We had a 5 room wedding block booked at the Comfort Inn located at ************************** for this past weekend. Signed contract and everything. One of our guests arrived to check into the hotel to find a sign on the door that the hotel is currently closed due to water damage. We received no notice from the hotel and our guests received no notice from the hotel. I called the hotel numerous times with no answer, and I emailed Mare ******** (hotel employee that coordinated the block and signed the contract) and still haven't gotten a response a week later.We were left to scramble for alternate accomodations in the hour before our rehearsal dinner. I filed a complaint with Choice Hotels and have not heard back from them either.

• Initial Complaint

  Date:12/04/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Good afternoon,In reference to:WuumiComfort Inn & Suites Baltimore Inner Harbor ********************************************************************************************, Dec 2, 2024 - Tue, Dec 3, 2024 Check-in time: 3:00 PM Im extremely unsatisfied with my experience during my stay at Comfort Inn & Suites Baltimore Inner Harbor. I was checked in from December 2nd - December 3rd in room 507. During my stay: Every item/amenity offered in the room was in poor condition, not working, or broken. No heat whatsoever. Disgusting bathroom and shower condition. Broken tiles and toilet. Awful staff, no help, refusal to fully compensate room. These are unacceptable, poor living conditions. I would have never accepted a room without heat. I will never choose this hotel again, and rate it as negatively as possible. Not only was my room highly uncomfortable, but the staff are vulgar and unpleasant. They dont care about concerns. Myself and multiple other guests all demanded to speak to the manager, and we were lied to. Over & over again, I checked back to find that the manager was hiding in her office while the non-English speaking counter person told everyone Wuumi(manager) wasnt there to speak to. I feel at loss in every single way from this stay. I have not been refunded for the inconvenience. The staff members are rude and unhelpful. I will absolutely be pursing with this any way possible to make sure my complaint is heard. I have filed a formal complaint with corporate to conduct an internal investigation of this slum. I left negative reviews. No one should have to deal with this nonsense. Absolutely absurd and ridiculous. Thank you for your time.

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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.

  Overcharged my card, We I complained, told me I have to check out tomorrow cause I been here almost 28 days and this wasn’t disclosed to me at check in and I feel like she is being racist towards me for speaking up, they were aware that I would be staying for more than 30 days and no other supervisor have told me that except her and only when I complain about my money missing for being over charged

  Customer Answer

  Date: 01/17/2024

  The Manager reached out and refunded my money 

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Please see the attached letter regarding the charge. We had a room booked through the hotel. As we approached the hotel, we saw about 400 bad reviews online. When we walked in, we asked the manager on duty to see the room 1st because of what we saw. He already knew and understood. As we went to the room, the hotel was in shambles, the room was dirty and in no condition for my mother in law & 3 little kids. We said we are not going to stay. The manager on duty said he understands and no problem, you will not be charged. As a result we drove back to NJ from Maryland in the rain that night rather then sating in that room. Another manager said later on you will be charged. Can never get thorough to him, charged us. See the rest of the letter. Terrible ***** charge. The place needs to be shut, have no idea how the have a CO to operate. We ended up paying our credit card bill after months and closed the card as a result since they could not help with the ***** charge and a refund.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Upon entering the Comfort Inn & Suites in downtown Baltimore, my family and I immediately noticed that they were falsely advertising their property. The photos that were depicted online looked nothing like the property. I unfortunately paid in full to reserve my room in advance. As they do not have an onsite manager, their staff stated that my only option to get my money back was to call ****** Hotels. My family and I left immediately and never stayed at the hotel. I called ****** and was granted a full refund on 7/19. The issue is that it has been 3 months and I still have not received the refund. They told me that I would receive an email within 4-7 business days to request my ***** information for processing. I never received it. Then they said that it would be 14-21 business days to receive the physical check. I never received it. Every time I call, they say sorry and will ask to have it reprocessed. Now they are saying it has been processed through ***** so they cant reissue anything to me. But I never even provided them my family's ***** information in the first place! They are simply trying to delay the process so I give up. I can't imagine how many times they have done this to consumers.
  
  My confirmation number was ******** and case ID#*********. My stay was supposed to be 7/15-7/17. I have documentation to support that they agreed to pay the full refund and that they stated that since I didn't receive an email requesting my ***** information, that I would receive a physical check. Please help in holding them accountable.
  
  On a related note, here is a link to the reviews for the Comfort Inn & Suites. Many consumers had my experience and call out that the rooms look nothing like the pictures and that they have no onsite manager. ****************
  
  ****** said they would refund it to me directly as the Comfort Inn wasnt responding to them. Please assist!

  Business Response

  Date: 11/03/2023

  William is no longer with the hotel. Have the person email me directly at ******************************** 

  My name is Derek and I will take care of the refund. 

   

  Thank you

  Derek

  Customer Answer

  Date: 11/08/2023

  I have reached out to Derek directly. I am going to wait to approve/reject the response until I receive a response and refund.

  Customer Answer

  Date: 11/13/2023

  Sorry, I had a message previously that I was waiting to hear back from Derek before closing it out or not.  Derek has not responded to the attached email.  It has been 5 days. Please keep this open.

   

   

  Customer Answer

  Date: 12/15/2023

  Hello,

  The response that was provided by the new hotel manager, Derek, was unfortunately not credible. He still has not gotten back to me. Please keep this open. All they did so far was to response saying the old manager is no longer here and that I should reach out to the new manager which I did immediately and received no response.

   

  Thank you,

  *****

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On September 16, 2022, I called Comfort Inn to reserve a room for the business trip I was on. I was told there was no government rate so they transferred me to an agent who told me that he could help me to make a reservation. I did not know that they had transferred me to an entirely different company. The person asked for my government rate for Baltimore and said that he found a hotel room for me with a price just below the government rate. Then he asked for my credit card for the reservation. Before making the reservation, I could not hear his voice due to the loud background noise but the agent reassured me that he could hear me. Before I approved the transaction on the phone, I verified that the reservation was refundable. But when I received the email confirmation, I read that it was not refundable. At that time, I called the third-party travel agency and was told it was not refundable. I immediately called my credit card company to cancel the transaction but was told that the transaction had not been processed. So I then called the hotel and was told by the manager that I could cancel the reservation at the time of the stay, which is what I did after 2 nights. The manager canceled my reservation and that he processed the refund, but I never received it. A few weeks later, I called the hotel again, and they said they have no record of this reservation and that they have never charged this amount to my account. I still have not received my refund. I am filing this claim because Comfort Inn involved an international third-party travel agency (*********) that charged me more than the stated government price and refuses to give me a refund after saying that they would.

  Customer Answer

  Date: 01/24/2023

  Called in this hotel many times and got a chance to speak to the manager *******************************. He said that he remembered talking with ******************* (he stayed in this hotel for two nights, checked in on Oct. 1 and checked out on Oct. 3, 2022) about the cancellation and refund issue. He promised to look into it again and let me call in the second day (Jan. 21, 2023). I called in the 2nd day but he was not there. I called in today but he was not there again.
  Here I wanted to repeat the issue. After staying in the hotel one night, ******** came to manager ******** and told him that he wanted to cancel the reservation. Manger Shearins talked to the reservationcounter.com and they reached an agreement to the cancellation and refund. Then he charged to ********'s credit cards for the stayed two nights ($296.10) on Oct. 2, 2022. At that time he promised to refund the previous reservation money ($1183.71). But up to today, there is no refund yet.
  Right now the situation is that the hotel hold on the reservation money $1183.71 and charged $296.10 for the two nights stay. That meant we paid $1183.71+$296.10 for staying in the hotel two nights.
  I really don't understand why the hotel does not refund us after having received both payments? If the manager said he could not refund at the first place (Oct. 2, 2023), ******** would not pay the additional $296.10 and moved to a different hotel.

  Customer Answer

  Date: 01/25/2023

  ***Document Attached***
  Here I attached two documents: one is the receipt from ******************.com which made the reservation for me in Comfort Inn & Suites Baltimore Inner Harbor (MD277), charged on my credit card $1183.71+12.99.
  The other one is the receipt from Comfort Inn & Suites Baltimore Inner Harbor which charged on my credit card $296.10 for my two-night stay (Oct.1 & 2, 2022).
  Note: the phone number ************** on the receipt of Comfort Inn & Suites Baltimore Inner Harbor is not the hotel number. It is the number to a jail.
  See Attachment/File: View_Cancel Reservation - ******************