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Business Profile

Hotels

Comfort Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:07/29/2024

    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.
    On July 26, 2024, we checked into Comfort Suites in ********, Mo for staying from July *****. The business is located at ***********************. I booked a room at Comfort Suites by using ************* scheduling app as I am a member of *************. What we didn't know was that the hotel was under construction. There was nothing stating the hotel was under construction. If we had know we would not have booked a room for two nights. The first problem we encountered was dry wall dust was evident throughout the building and stairs. The second problem was construction materials located in the breakfast area and the main lobby. The third problem was two electrical outlets in the room were not operational as the sockets were bent. The forth problem was the toilet was clogged and not functional. The manager refused to fix the problems with our room. We tolerated staying one night and decided to not stay the second night. Management refused to provide a full refund for the second night. Management claimed they had to charge us a new rate. The solution was to reduce our total bill from $244.60 to $212.76. $244.60 was to cover two nights. $212.76 was for one night. Management changed my rate and charged my family state tax 3 times. We feel that Comfort Suites mislead my family and we should not been forced to stay a second night .

    Business Response

    Date: 08/14/2024

    Hello, 

    Unfortunately, some location and property confusion has happened as this was not our customer at Welcome Inn at ***************** and we have no information in our system ever regarding this stay. We are not the Comfort Suites and our address is not ***********************. Please direct to the correct business. Thanks! 

    Business Response

    Date: 08/30/2024

    The customer, ***************************************, stayed at our hotel on July 26, 2024.

    He made his reservation online with special discounted price which is non-refundable.

    The next morning, he came to the front desk asking for a refund because he said he had a family emergency.  We told him that he needed to call Choice because the promotional rate is non-refundable.  If we try to check him out from our system, he still has to pay an early check-out surcharge which is 76 dollars.  Rest of the money will be refunded to him, but the guest got mad.  He needed his full refund which is not possible.  Even we called the Choice corporate office and they told us clearly that there is no refund on the promotional rate.  They suggested that to tell the guest to call the Choice.  I think so, the guest might call the Choice corporate office but the guest might not be satisfied.  So, he puts the chargeback on his credit card.

    The other complaint of the guest that our hotel is doing renovation.  We are doing the renovation but we are doing floor by floor.  He checked in on July 26th, 2024 which was Friday evening and our workers did not work Friday evening till Monday.  Then his other complaint was that kids were making loud noise which was taken care of at night time.  We also offered him the other room but he wants to check out.

    There are some rules and policies that everyone has to follow.  We are attaching his folio with this letter and we did refund him $31.84 according to our system.  Hopefully, you will understand and do the needful.

    Business Response

    Date: 08/30/2024

    RESPECTED SIR/MADAM,

    THE ******** ***************************************, STAYED AT OUR HOTEL ON JULY 26.2024

    HE MADE HIS RESERVATION ONLINE WITH SPECIAL DISCOUNTED PRICE WHICH IS NON-REFUNDABLE.

    THE NEXT MORNING, HE CAME TO THE ***** DESK ASKING FOR A REFUND BECAUSE HE SAID HE HAD A FAMILY EMERGENCY. WE TOLD HIM THAT HE NEEDED TO CALL CHOICE BECAUSE THE PROMOTIONAL RATE IS NON-REFUNDABLE. IF WE TRY TO CHECK HIM OUT FROM OUR SYSTEM, HE STILL HAS TO PAY AN EARLY CHECK-OUT SURCHARGE WHICH IS 76 DOLLARS. REST OF THE MONEY WILL BE REFUNDED TO HIM. BUT THE GUEST GOT MAD HE NEEDED HIS FULL REFUND, WHICH WAS NOT POSSIBLE. EVEN WE CALLED THE CHOICE CORPORATE OFFICE AND TOLD THEM AS WELL ABOUT THE GUEST'S BEHAVIOUR. THE CHOICE OUR CORPORATE OFFICE TOLD US CLEARLY THAT THERE IS NO REFUND ON THE PROMOTIONAL RATE. THEY SUGGESTED THAT TO TELL THE GUEST TO CALL THE CHOICE. I THINK SO, THE GUEST MIGHT CALL THE CHOICE CORPORATE OFFICE BUT THE GUEST MIGHT NOT BE SATISFIED SO, HE PUTS THE CHARGEBACK ON HIS CREDIT CARD.

    THE OTHER COMPLAINT OF THE GUEST THAT OUR HOTEL IS DOING RENOVATION. WE ARE DOING THE RENOVATION BUT WE ARE DOING FLOOR BY FLOOR. HE CHECKED IN ON JULY 26TH.2024 WHICH WAS FRIDAY EVENING AND OUR WORKERS DID NOT WORK FRIDAY EVENING TILL MONDAY.  THEN HIS OTHER COMPLAINT WAS THAT KIDS WERE MAKING LOUD NOISE WHICH WAS TAKEN CARE OF AT NIGHT TIME. WE ALSO OFFERED HIM THE OTHER ROOM BUT HE WANTS TO CHECK OUT.

    THERE ARE SOME RULES AND POLICIES THAT EVERYONE HAS TO FOLLOW. WE ARE ATTACHING HIS FOLIO WITH THIS LETTER. AND WE DID REFUND HIM ***** DOLLARS ACCORDING TO OUR SYSTEM. HOPEFULLY, YOU WILL UNDERSTAND AND DO THE NEEDFUL.

                                                                      THANK YOU

    Customer Answer

    Date: 08/30/2024

    Complaint: 22063520

    I have reviewed the business' response and am rejecting it because:

    1) I dispute the owners of Comfort Suites claim that they were under construction. In the fitel lobby and dinning area there were several mattress stacked, construction materials and other items not appropriate for guest to eat near. 

    2) Comfort Suites did not have a visible work permit for construction on the property. 

    3) I dispute the claim of my rate. The rate was refundable up until Wednesday of that week. I

    4) If we knew it was under construction, I would not have stayed in the facility. 

    5) The room that was assigned did not have a working toilet. 


    Sincerely,

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

  • Initial Complaint

    Date:10/12/2022

    Type:Product 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.
    On September 13, I attempted to book a room online at this Comfort Suites for September 16. The problem is once I booked it, I realized I booked it for the wrong date (September 24). I called the hotel to immediately cancel it, but they said it's a non-cancelable room so they wouldn't cancel it. I literally accidentally booked it 1 minute before I called them, and I don't think it is the intention of their non-cancelable room policy to s**** customers who put the wrong date in online and then immediately notice it's wrong. They refused to give me a refund, so they took $120.97 of my money and I got nothing in return simply because I booked the wrong date accidentally online. Please convince them to refund my money for their horrible business practice of refusing to cancel a room even when it was just booked.

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