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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.
  • 2 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:09/11/2024

    Type:Billing 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 yesterday to arrange for a stay at the comfort suite in Sioux Falls, South Dakota and paid for a room which they told me was $119 for one night stay when I got verification on my credit card. They had tacked on fees so that my stay came to $170. They told me that it was OK that I could bring my small dog when I called back to complain of the fee and to verify that I could bring the dog. I was told that time that my dog was not allowed when I canceled this reservation on the same day that I made the reservation, they charged me 30% of the 170.00 For cancellation. That was charged my credit card. South Dakota is a tourism state. I will never stay in any of their hotels again and I will make sure that everybody knows that they rip people off. I would like for you to investigate this and I would like an answer and my complete refund of $170 With an apology . Thank you for your assistance in this matter.

    Business Response

    Date: 09/17/2024

    This guest was not charged for her stay. She paid a third party company. A refund is not owed from the hotel as we do not have her credit card on file.

    Attached you will see that a zero balance on the hotels side and a zero room charge to the folio.

  • Initial Complaint

    Date:08/05/2024

    Type:Billing Issues
    Status:
    Resolved
    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 had a reservation with the aforementioned business to stay at their property on July 27, 2024. When arrived at the property at approximately 7:30 pm that evening and checked in. Immediately upon entering our room, I sat down on the edge of the first bed in the room and the frame of the bed broke (see attached photos). I weigh 175 pounds, so I highly doubt it was an issue with my weight. Since we are a family of four, we needed both beds to be functional. We immediately went downstairs to the lobby and notified the front desk clerk of the issue and requested that either the bed be fixed or we be moved to another room. The front desk clerk did not seem to care about our issue and said there was nothing he could do since the hotel was completely booked. We told him the room would not work for us for the night and he just shrugged his shoulders. He did not offer to refund us our money for the room and we ended up having to find other (more expensive) accommodations elsewhere for the night. He said that we needed to contact the hotel's management via an official hotel email address ([email protected]) to address the issue further. I sent them an email regarding the issue on Monday July 29th and another on Wednesday July 31st requesting a full refund for the night, since they failed to uphold their end of the contract and have not received any response from them. I am requesting the assistance of the Better Business Bureau to recover the $127.55 we were charged for the night.

    Business Response

    Date: 08/26/2024

    A refund in the amount of  $127.55 was placed on August 26,2024 back to the Visa ending in ****. An emailed receipt was sent to guest.

    Customer Answer

    Date: 09/06/2024

    We finally received the refund from the Comfort Suites today. We can go ahead and close out this complaint.

Comfort Suites is NOT a BBB Accredited Business.

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