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:10/18/2024

  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.

  I booked two nights at this hotel and upon being in the room we found it extremely dirty with used belly button rings and hair ties on the floor. There were exposed wires coming out of the wall. My 10 month old niece was crawling on the floor for less than 5 minuets and was completely black from the dirty floor. I went to the front desk to voice my concerns and was told the head house keeper would be coming to my room to inspect it. No one ever came to my room to check anything. When we went to ask for more toilet paper we were given a hard time from the desk lady asking why we needed it as we had someone in our room in the bathroom with stomach issues. The person staying with me slept in the car because it was so bad. Apon check out I asked to speak to the manager about my issue as the same front desk girl argued with me and said that she offered to switch my room witch never happen. She stated the manager was in but that she would pass my information on to them. For 2 weeks after my stay, I have been trying to get a hold of the manager to speak to them. This hotel is also under contraction and none of the elevator, pool, or fitness center were open. This property was very unsafe, and I am worried for the safety of others. I also have photos of the things mentioned above,

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair 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.

  We traveled to Syracuse, NY for parents weekend at **. The Comfort Inn at Carrier Circle was beyond unacceptable. When we arrived, the hall of the second floor had a foul smell. There were at least 4 doors to rooms that were open and a handyman was doing repairs. A storage room located about 3 doors down from our room was open and just crammed with cots and junk.. When we entered the room, it smelled and I found multiple hairs on one of the bed pillows. The bathroom was not clean and the seals to the windows in the room were broken- the windows were extremely foggy. My husband and I walked out and did not return. We walked right out and didn't sleep there. We subsequently had to find another hotel to stay in to the tune of $625 for 9/26 at the ******** at ****** ** and another $600 on 9/27 at a *** ****** in Camillus. When I called in the AM and told the front desk we would not be returning and didn't sleep there , we told them why and they said they were sorry. I spoke with the manager today asking for a full refund and she told me she has a video that the room is clean. That is untrue. I'm sure they took care of it and then took the video. Hair on sheets is just unacceptable. The hotel manager, Sonia is unwilling to give me a refund. We were charged $121.68 for 9/26/24 and $473.23 for 9/27/24. I have never once complained to the BBB about a hotel before but this hotel is run down and dirty to say the least. I also noticed that there was a sign at the front desk that this Comfort Inn is run under different management. I am hoping that you can rectify this situation for me so I can get a full refund.

  Business Response

  Date: 10/16/2024

  The hotel is NOT offering a full refund as demanded by the guest.   Our records show that we only charged for the first night and did not charge for the second night.   NO other guests that same weekend complained of an odor in the hallways.   Also, the doors were open because the maintenance crew was working in several rooms.  Doors being open during the day, with staff on site is NOT a valid complaint.    Additionally, for the same reason the storage room was open, while staff were still on site conducting work.  While, maybe, it should be tidy, it is a storage room and not a guest area.   Broken seals on the window is a result of the age of the building and we have not yet replace the windows.  This does NOT affect the guest experience.  As we already waived the second night (It was NOT charged); we will not be offering any further discount.   The guest could have given us the opportunity to change the bedding (make it right) and tidy the washroom, but we were NOT afforded such an opportunity.    This guest has tried many avenues to insist on more refund than we already provided.  Refund request is therefore denied. 

  Customer Answer

  Date: 10/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not agree with anything the manager has stated. I have traveled extensively all around the world, and while I understand this is Syracuse- the room was just not acceptable. I did not want the sheets changed. Hairs on the sheets are just gross. I disagree, there was an odor in the hall. I have never been to a hotel where multiple guest room doors were open where there were repairs being done. It wasn’t just one room. It was either 3 or 4 just on the floor our room was located.  If you look at the reviews for that weekend, you will see similar complaints. I should not have to pay for a room I did not stay in. It was beyond unacceptable.  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 10/16/2024

  The hotel is NOT offering a full refund as demanded by the guest.   Our records show that we only charged for the first night and did not charge for the second night.   NO other guests that same weekend complained of an odor in the hallways.   Also, the doors were open because the maintenance crew was working in several rooms.  Doors being open during the day, with staff on site is NOT a valid complaint.    Additionally, for the same reason the storage room was open, while staff were still on site conducting work.  While, maybe, it should be tidy, it is a storage room and not a guest area.   Broken seals on the window is a result of the age of the building and we have not yet replaced the windows.  This does NOT affect the guest experience.  As we already waived the second night (It was NOT charged); we will not be offering any further discount.   The guest could have given us the opportunity to change the bedding (make it right) and tidy the washroom, but we were NOT afforded such an opportunity.    This guest has tried many avenues to insist on more refund than we already provided.  Refund request is therefore denied.

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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.

  This Comfort Inn is unhygienic. We were not notified it was undergoing renovations before we arrived. No linen was without stain, hair, odor. None of the linens matched and odd numbers of each were available. That alone would have been tolerable and we would have left but it was late and nothing was available anywhere else. We asked for another room and none were available. An employee attempted to be accommodating, however, what he had to work with did not make the scenario better. When asked for replacement comforters, sheets, and pillow cases, none were available anywhere in the hotel. Hairs (not ours) could be seen and found under pillow cases, in the sheets, and on the comforters. Paint splatter in the tub, on shower walls, on artwork beside visible layer of dust, on the floor, on the linens, with one linen having a circular paint can stain as if someone placed a paint can directly onto it. The tub faucet was missing the pull so water gushed through the shower head and faucet. Ground in footprints and dirt were everywhere on the floor. We attempted to wipe some of the larger smears but as previously mentioned, they had been there for some time and ground in. Spiders and spider webs were in all corners of the room including less than a foot from the beds. The window curtain did not fully cover the window when closed, leaving openings at the top, side, and bottom- we were on the ground floor. We stacked any available pillows against it to prevent seeing in from outside. The air was moist and humid, despite the air conditioning being on. We reported the multiple issues that night, when we checked out and called later to speak with the manager/owner who was not there. We were not expecting a **** ******* experience but we would have liked to stay where we thought we weren't going to get sick. This hotel has numerous poor reviews online, over years of operation, yet they remain open without change. You couldn't pay us to stay there.

  Business Response

  Date: 08/28/2023

  Thank you for bringing this experience to our attention.  We are sorry to hear that your stay with us did not meet the high standard of service that aim to provide. As the new owners, we are excited that renovations will be completed very soon and we encourage you to see the property once they are complete.  I have brought the cleanliness issues to the attention of the hotel manager and we'll work hard to improve our training and inspections process in a strong effort to ensure that something like this does not happen again.

  Customer Answer

  Date: 08/28/2023

  I have reviewed the response made by the business in reference to complaint ID 20520579, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ********* ** *******

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair 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.

  On December 28th I checked into the hotel room number 223 at 730pm. Upon being in the room for several hours I began to break out with a rash all over my body. Around 1am I woke to the feeling of something crawling on my face and turned on the light. I began to notice small bugs all over the bed I had been provided by the hotel. I packed my items and left the hotel.

  Business Response

  Date: 02/03/2023

  The business relayed the following message to BBB over the phone: We have searched our database and cannot find any record of a guest with this name staying at our hotel on this date.   

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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.

  I made a reservation through *********.com for 8/9/2022 thru 8/14/2022. ********* charged me $573.93 for this hotel stay.
  on 8/14/2022 Comfort Inn/ChoiceHotels chaged me again for $489.15/
  I called the hotel on 8/16/2022 & asked for a reimbursement, I was assured it would be taken care of. Nothing showed up back in my account.
  I called on 8/23/2022 and spoke to someone named Patel who said he would fix it by the end of the day and the reimbursement should show in my account that evening or the next day. Nothing showed up anywhere.
  I called again on 8/26/2022 and asked again for them to give me my money back, the associate said she would fix it and even sent me a receipt that appeared as though they fixed it.
  8/27/2022 ANOTHER CHARGE FOR $489.15 showed up on my account!!!
  As of today. Monday 8/29/2022 I still have both charges from the hotel on my account plus the charge from *********.com so, 3 weeks later, I have actually paid $1,552.23 for a room that was supposed to cost $573.93 and nobody seems to be doing anything to fix this.

  Business Response

  Date: 09/19/2022

  Response taken by phone:  We  posted the adjustment on 8/26/2022.  The credit may have taken a few days to appear on his statement.