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Business Profile

Hotels

Comfort Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:03/27/2024

    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 booked a stay through Choice hotels for one night. The emailed I received stated that I had until 4pm on Friday to have free cancellation. My boyfriend unfortunately got sick and I had to cancel. I called at 3:47 and canceled my reservation, I was informed it would be no issues. My card was charged and they are refusing to issue a refund. Saying it goes against their policy and that I called too late.

    Business Response

    Date: 03/28/2024

    Good Morning,

      ******** reservation (e (all reservations) has terms and conditions in place. If any reservatiom isn't canceled within 24 hours of check in date no refund will be honored. Our system automatically generate the no show charges.

    ********* called several days after to inform us, and unfortunately we couldn't honor her request. The terms if the hoitel oin iur refund policy is explained when she confirmed her reservation.

    Customer Answer

    Date: 03/28/2024

    Better Business Bureau:



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

    That is inaccurate. The email of confirmation clearly states I had until 4pm for free cancellation and the lady I talked to on the phone said it would be no problem. No where does it say I have to notify before 24 hours of the reservation. 


    Regards,



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

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair 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 hotel room at this location on June 16th. I found a bug in the room and told the attendant. I was told by the attendant that there had been an insect problem due to the Hvac system. She told me to call the supervisor the next day. I was told I would get a refund by the supervisor. Today- June 19th I was told that I couldn’t get a full refund due to it was a bug from the HVAC system and it could have came from outside. I said that is a know issue that there are bugs they shouldn’t be allowing people to stay there. This is a health issue and they should not allow people to stay there under false pretenses.

    Business Response

    Date: 06/19/2023

    The guest, ******** ******** checked into our hotel early the day of the 7th of June. The guest used our amenties inside of that room as well. The guest found a small insect by the Hvac system. She wanted to check out and receive a full refund. My staff told *********** that the insect probably came from the outside through the Hvac system. We also have a pest control company, that comes to our hotel once a month and spray the building. Unfortunately when insects insert the room its usually enters through the vents of the Hvac. There is no issues with any of our Hvac systems in this hotel. ******** also went through Third Party, so I told her that she would have to contact them because theres a no cancelation policy on her reservation. I also told her wouldn't mind giving a percentage off of her stay for the inconvenience, but a full refund would not be issued. 

    Customer Answer

    Date: 06/20/2023

    Better Business Bureau:



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



    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



    Regards,



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

Comfort Suites is NOT a BBB Accredited Business.

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