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Business Profile

Hotels

Comfort Inn & Suites

This business is NOT BBB Accredited.

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Complaints

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

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Comfort Inn & Suites has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 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 status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Product 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.
      Checked into hotel on Friday afternoon, March 14, 2025 and checked out Saturday by noon. I only stayed one of the 2 nights. I was put in Suite 318 which is infested with bed bugs. I notified the management through message and ******* contacted them as well and they refused to reimburse me for the stay. I have incurred an extreme allergic reaction to the bed bug bites and have been to the doctor 2 times and am still experiencing pain and stress due to this ordeal. This establishment is a major health hazard and needs to be held accountable for their last of response and willingness to address the issue and remedy.

      Business Response

      Date: 03/25/2025

      We are sorry that you have had this happen to you but this did not happen in our room. The room has been rented after you left and we have had no such complaints. None of the pictures are from our room. Bed bugs can be picked up in many places so i am sorry but no refund is due to you. We were also not informed of you leaving one day after your stay and nor were we informed that you were leaving due to bed bugs at the time you left. 

      Customer Answer

      Date: 03/25/2025

       
      Complaint: 23110129

      I am rejecting this response because, it was carpet beetles in the room.  By state law you are required to provide an inspection report from a licensed exterminator to show that this is not the issue.  I had an exterminator confirm that it was carpet beetles and that they in fact did come from the hotel by getting in my suitcase which was on the floor.  We have lived in the house for 12 years and this happened the day I returned from the hotel they appeared out of the suitcase.

      Sincerely,

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

    • Initial Complaint

      Date:05/30/2024

      Type:Product 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.
      I called the Comfort Suites in Salem on 5/30/24 to request a refund since we are unable to make our trip there for June 7th - well over a week in advance. I spoke to ***** who said I didn't qualify for a refund due to the huge discount I received when booking this room through Expedia. However, I had your site pulled up and saw the rate would be $170. I failed to see how $22 is a huge discount. When I mentioned this, ***** laughed. So I asked her if she thought this was funny. She continued to be rude and condescending about my concern as to why I couldn't receive a refund. I find this policy outrageous and the staff extremely unprofessional. How is $22 a huge discount?? Every hotel I have ever stayed at has a refund policy within a certain time frame - I am giving well over a week in advance. This policy is wrong and should not be allowed. And the ridiculous excuse to steal people's money in this manner is wrong as well.

      Business Response

      Date: 05/31/2024

      This complaint is not for the Comfort Inn & Suites. It clearly states in the complaint the Comfort Suites also names a Front Desk clerk ***** that works there not at the Comfort Inn & Suites. Please take this off of the Comfort Inn & Suites and send to the Comfort Suites at the following email: **********************************

      Business Response

      Date: 06/07/2024

      You did book a non-refundable rate so that is what that rate is! Please call Expedia and they will explain what a non-refundable rate means. You were informed at the time of booking that the rate you are booking is non-refundable and in turn you got a discount. You choose to book that rate vs the rate that was cancellable but a higher amount. Please call your travel agent, in this case Expedia, for your concerns.

      Customer Answer

      Date: 06/07/2024

       
      Complaint: 21779457

      I am rejecting this response because: Expedia offered me a refund and called YOUR HOTEL with me on the line to get approval FROM YOUR HOTEL which you REFUSED and REJECTED.  Once again, stop trying to pass the blame on to Expedia.  They were more than willing to refund me but said you had to give the final approval.  They understand the value of the customer, unlike Choice Hotels.

      Your whopping $22 discount is NO REASON to steal people's money.  This practice of non-refundable cancellations is horrible business practices and needs to be illegal which I have brought to the Oregon Attorney General's attention.  This is corporate greed and thievery and nothing more. 

      Sincerely,

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

    • Initial Complaint

      Date:03/29/2024

      Type:Sales and Advertising 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.
      I booked a room for my parents using Priceline.com I booked Thursday 3/28-3/31. I called on Wednesday 3/27 at 5:29 pm to confirm reservation with hotel directly. I was immediately placed on hold, the young man then picked up the phone and rushed through getting information. He said there was no reservation under my mothers name. I then provided my name, thinking maybe there was an error in the booking, and he said nothing under my name. I asked if there was availability for Easter weekend, he said possibly. I explained the situation to my mom, and we ended up using a different hotel. 3/29/24, I was charged $97.24. So I called the hotel and I guess it was the same guy I talked to Wednesday. He was so rude, yelling at me and repeating the same thing over and over. He said I had to call Priceline. I called them and they said they couldnt help me, I had to contact the hotel, they tried to call the hotel with me on the phone and the hotel didnt answer. I called headquarters for comfort inn and it took them several times to contact hotel. They stated I needed to calm back in 20 mins for manager. She was so rude, telling me to get my story straight. Calling me a liar. They stole money and lied. This is such poor business practice.

      Business Response

      Date: 04/26/2024

      We do want to apologize sincerely for the misunderstanding with ******************.  We did find the reservation under ******************************* and have issued a refund back to the credit card on file in the amount of $97.64.

      Sincerely,
      *********************
      Assistant General Manager
      Comfort Inn ,Salem ******

    Comfort Inn & Suites is NOT a BBB Accredited Business.

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