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Business Profile

Hotels

Comfort Inn

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:11/05/2024

    Type:Billing 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 am writing to express serious concerns following a recent stay (10/25/24-10/27/24) at the Comfort Inn located at 2327 Southgate Parkway, Cambridge, Ohio. Upon arrival, my husband and I noticed that the entry had a strong odor, and the lobby appeared worn and unwelcoming. Exhausted from a 10-hour drive, we opted to stay despite these initial impressions.

    When we proceeded to our room on the second floor (Room ***), the conditions were disappointing. The hallway was stained, littered, and had a noticeable mildew odor. Additionally, the elevator was noisy, and the door struggled to open properly. The unoccupied rooms along the hallway were propped open, raising safety concerns.

    The room itself had significant issues in which I don't have enough characters to list in this box

    Breakfast the next morning was also below expectations, with limited, poorly maintained food options. The refrigerator was not cooling, and the lack of staff in the area exacerbated the issues. Although we considered switching hotels, the non-refundable reservation and our late return that evening compelled us to stay.

    Upon check-out, my husband informed the front desk clerk of our dissatisfaction. She apologized, but no effort was made to rectify the situation. Following our departure, however, we discovered multiple unexpected charges on our credit card—charges that were incorrectly issued, reissued, and, after several calls, escalated in amount instead of resolved. Corporate has yet to contact us regarding our initial report, despite multiple assurances and a case number.

    My husband has been in contact with our bank to monitor these transactions, but these additional charges remain unresolved. I am requesting a thorough review of this matter, including the reversal of all incorrect charges and follow-up from your management team. I can provide supporting documentation, including photos and videos, detailing the room's condition, as well as the ongoing billing discrepancies.

Comfort Inn is NOT a BBB Accredited Business.

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