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Business Profile

Hotels

Comfort Inn Philadelphia International Airport West

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 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:Service or Repair 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 recently stayed at your Comfort Inn location in *******, ** from 3/21/25 - 3/23/25 (we actually left on 3/22/25 because of the conditions), while traveling for a youth soccer tournament. Unfortunately, our (most of the soccer team) experience was far from satisfactory due to serious cleanliness and safety concerns.Upon arrival, it was immediately apparent that the hotel was not properly maintained. The rooms were FILTHY (I've attached pictures), with food on the walls, the floors were not even swept let alone cleaned/mopped, the toilet had vomit in it, the door didn't close all the way, it was absolutely horrific. Additionally, there were serious safety concerns, including homeless sleeping in the lobby, someone squirting water or something similar out of their door every time someone walked by, the entire hotel smelled heavily of marijuana, the doors didn't close all the way, a man was on the elevator with his hand in his pants and a man came out of his room and followed 2 of our young boys to the elevator. Given that we were traveling with young athletes, these issues were particularly alarming.Despite bringing these issues to the staffs attention, the staff was extremely rude and didn't make any attempt to address the issues or safety concerns. Due to the unacceptable state of the hotel, we were left with no choice but to leave the morning of 3/22/25 and find other accommodations.

  • Initial Complaint

    Date:04/05/2023

    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 27 March 2023 I made a reservation at the Comfort Inn Philadelphia from 27March to 1April 2023. On 28th March 2023 upon finding out that my matter in Philadelphia was postpone until 2 May 2023, I informed the hotel front desk that unfortunately I had to check out on 29th March 2023 and return home to **. The front desk made an annotation on the computer and informed me that it was ok. On 29 March 2023 upon checking out of the hotel the front desk again assure me that everything was ok and my receipt show I was due a refund of $345.19. On 30th March 2023 I noticed my account was charged $572.23 the entire stay and no refund was showing. I called the Hotel on 30th March and was told I needed to speak with the Manager. I called on 31st March and again was told the same thing. On 1st April I spoke with the manager and on 3rd April I received a refund for $118.15 which is way less than what my receipt show I am supposed to receive. Please help me obtain my refund. Thanks

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair 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.
    3rd time this has happened. Reserve a room and they send me into a room occupied. This last time. They sent me into 3 rooms occupied. I It took an hour. The room they finally gave me was dirty. Smelled like cigarettes and Marijuana and no toilet paper. I called 5x asked for management. No one ever IS available. They then charged me $200 extra for smoking. WHICH I DO NOT DO. I HAD SURGERY RECENTLY AND I DONT SMOKE ANYWAYS. THIS IS INSANE! This is my reservation number ********. It is dangerous walking in on someone. I was threatened in one room they sent us too.

  • Initial Complaint

    Date:11/23/2022

    Type:Service or Repair 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.
    first i was giving keys to two diff rooms that had people in them, then 3 sets of keys 4 3 diff rooms that didnt work.. the elevators had spit all over the floors, the whole place smelled like smoke. after 5 attempts to get into my room i asked for a refund, they told me they couldnt refund me cuz the systems were down.. there was no other hotels in the area and i had a class at 830am.. so i told them if they could get me into a room i would stay. they had security let me in and told me they would bring me a key soon.. 3 hours later no key.. traveling all day and cant leave my room cuz they giving people keys to others rooms and i dont want my stuff stolen. ordered pizza, front desk called to pick it up.. i yelled at the lady and told her i couldnt since they never gave me a key, she apologized and said she would refund me for the night.. also the room was very dirty, floors were sticky and there was dried human **** all over the toilet.. next morning they still couldnt give me a key so i said just refund me and ill leave, they gave me a reciept showning i wasnt going to get charged, 5 days later after not getting a refund i called, they called me a liar and said they were only going to refund the one night. i filed complaints with BBB, the corp office, ******.com & the health department.. this hotel is so dirty it needs to be condemned. i was sick for 2 days after wards.. i was promised a refund and i want my money, first it was both days, then one day and now they dont want to give me anything.. so they offered to refund me twice the first day and i didnt even stay the second day and im being charged for both nights. these guys are criminals and need to be shut down. i will also be filing complaints agaisnt hotels.com for refusing to correct this issue.. attached is the reciept they gave me.. i want my full refund like i was promised or i will seek legal action and do everything i can to get you condemned because its not even safe to stay in that place

  • Initial Complaint

    Date:08/15/2022

    Type:Service or Repair 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.
    8/4 and 8/5 my belongings were removed from the room,there was over $70 we're of personal items brand new took gone from the bag um the total for both days were $282 I have waited 2 days for the manager to speak with him he has been avoiding me he also told the front desk women to tell me he already left when she told me he just got there um I gave her my information to give to him so he can give me a call and still no call um I called choice hotels to get in contact with someone above him still nothing please help me it doesn't matter how small of an amount it was my hard earn money and it was stolen from me I need help and to do something about this so no one else goes thru this it was also not safe please thank you

Comfort Inn Philadelphia International Airport West is NOT a BBB Accredited Business.

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