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Business Profile

Hotels

Comfort Suites Omaha

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:04/07/2025

    Type:Customer Service 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.
    Made a reservation through booking.com for Comfort Inn Suites on 4/3/25 at 7:19 a.m. which was later confirmed. Arrival on 4/5/25 at 3p.m. my arrival time and was denied access to my room. By the front desk lady due to not including extra visitors on my reservation. She stated they can’t not swim or go to the room because they have to be part of my reservation. I told her the kids were only swimming not staying the night. I then ask her where in the policy does it states that because I didn’t see anywhere. She stated he doesn’t stated it anywhere but, this what she is telling me. I ask to speak with her manager she stated they are out of town, will return on Sunday 4/6/25. I ask for her name she refused to tell me and she didn’t have a badge on. I came back the next day ask for manager the lady at the front desk stated she was the manager. I ask her if I can see her badge to confirm she was the manager she stated no. I then I ask if I can have corporate office number, she stated look it up online I will not give that information.

    Business Response

    Date: 04/14/2025

    Upon check-in, the guest arrived with a group of over 20 individuals and informed front desk staff of plans to celebrate their son's birthday with a poolside gathering. Our front desk staff courteously explained that, in accordance with hotel policy, parties are not permitted in guest rooms or pool areas, and that fire safety regulations limit the number of occupants per room and pool. Despite these policies being clearly communicated, the guest unfortunately did not comply and responded with elevated frustration, including raising their voice toward the front desk team.

    Customer Answer

    Date: 04/16/2025



    Complaint: ********



    I am rejecting this response because: foremost I wasn’t rude at all. The front desk like had attitude towards me. Because I ask her to show me documentation where states extra guest can’t visit or swim. And she refuses stating it doesn’t state in writing. I am just telling you.

    There were only 4 kids waiting when arrived at my reservation. It was not a birthday party. Just a day to go swimming only. I would like refund of $83.00. It’s not fair to spent money on a room you can’t have access to. 

    Sincerely,



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

    Business Response

    Date: 04/25/2025

    During the check-in process, the guest arrived accompanied by several individuals, with more guests arriving shortly after, indicating that they were celebrating her son's birthday. Some of these individuals, who were not registered guests, inquired at the front desk about the ongoing celebration under the guest's reservation. It is important to note that our hotel policies do not permit hosting parties in guest rooms or pool areas. Additionally, in adherence to fire and safety regulations, we cannot accommodate large groups in a single room.
    These policies were clearly and courteously communicated by our front desk staff. Unfortunately, the guest did not adhere to these guidelines and responded in a confrontational manner, raising their voice at the team.
    It is also worth noting that clear signage is displayed at the pool area stating that pool parties are not permitted, and only registered guests are allowed access to the pool facilities—external visitors are not permitted due to safety concerns. Moreover, the maximum occupancy for a double bed room is six individuals, but during the check-in process, it was observed that this number was exceeded.

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