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Consumer Complaints

BBB Accredited Business since 07/28/1997

Comfort Inn & Suites SFO Airport North

Phone: (650) 589-7100Fax: (650) 589-7796

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues2
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
05/19/2014Billing / Collection Issues | Read Complaint Details
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Complaint
Without ever mentioning to us that there would be a charge of $146.49, our credit card was billed that amount from this hotel.
The United flight that my wife and I were going to take on 2/14/2014 was canceled and United rebooked us for the next comparable flight on 2/16. United gave us a voucher of around $140 for lodging in Comfort Inn & Suites at South San Francisco. We told the hotel front desk on checking in that we were sent by the airlines and were staying for two nights. The hotel representative took our voucher, asked for our credit card for possible miscellaneous cost and gave us keys without stating that there would be one night of charge on our credit card. On check-out, we asked the front desk whether there is any charge, and we were told that there is no charge and he presented no bill or statement to us. When I found out that a charge of $146.49 appeared on my credit card activities list, I called the hotel about the issue and was told that the United voucher took care of everything and there should not be a charge. He also told me that I should send in the charge statement so that the hotel can provide refund. I then informed our credit card company that we were disputing the charge. After a few weeks, our credit card company sent us the hotel's response to its inquiry regarding the charge. Assistant General Manager ****** ****** states in a letter that we stayed on 2/14 on a voucher and that our stay on 2/15 was charged at a day rate of $129.99 to our credit card. He even presented to our credit card company a reservation information form and an unsigned bill statement with my name misspelled on both. The facts are that we told the front desk upon check-in that we were staying for two nights and were never informed that there would be one extra day's charge on our credit card, and we never saw the reservation information and bill statement, never agreed to a charge. We believed that the United voucher of around $140 was good for two nights in February since it was a contract price with a big client.

ADDITIONAL DETAILS:
Case is being handled by another organization: Our credit card issuer.

Desired Settlement
I demand a full refund of $146.49.

Business Response
Contact Name and Title: ****** ****** - AGM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sfosuites.com
Mr. **** presented an airline voucher at check-in that states 1 night, we billed the airline for the 1 night. But the guest stayed for another night, for which he was billed.
The airline only paid for 1 night not 2 as it was stated in the voucher.
Mr. **** needs to contact the airline that issued the voucher and request a reimbursment.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
United airlines voucher that we got only states an amount of about $140, it does not indicate how many nights it is good for. We told the front desk on check-in that we were staying for two nights, and we were not told that we would pay for one night by ourselves. On check-out, we asked the front desk whether there is any charge, and we were told that there is no charge and he presented no bill or statement to us. When I found out that a charge of $146.49 appeared on my credit card activities list, I called the hotel about the issue and was told that the United voucher took care of everything and there should not be a charge. If we were informed that we had to pay for one night out of our own pocket, we could have moved to a nearby hotel for the second night. Even if the voucher was only good for one night, we were not informed of the cost of one extra night and therefore were denied of an alternative plan for the second night. The fact that the hotel produced a bill statement after the fact, with my name misspelled and without my signature acknowledging the charge, is a despicable practice. I would consider reimbursement of half the cost for resolving this complaint.

Final Business Response
As a token of goodwill, we have issued a credit of $27.50 to Mr. ****'s credit card.

02/25/2015Billing / Collection Issues | Read Complaint Details
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Complaint
Scammed out of $100 from my debit card. Lies about smoking in a non smoking room so the hotel can steal my money.
I booked for 1 night on 11/15-16/2014. Arrived Saturday evening and left at checkout the next day. I was scammed out of $100. They put a $200 hold on my debit card for a $6.60 parking fee. I was not even notified about the hold. I found out after I arrived home. I called and was told that my $200 will be released the next day on a Monday. Only $100 was released. I called again. I was told this time that is was for smoking in the room. My weekend trip was with my family; husband, 11 years old son, and 2 month old baby daughter. NO ONE smoked in that room. Who would smoke with children, especially a baby in the room?! I asked to speak to a manager. I was given the run-around. Left a voice message for the manager. I was told that someone will call me back that same day. Nothing. I called again on Tuesday. Finally spoke with a manager by the name of ******. He said that 3 people who worked there confirmed that there was smoking in that room. Nothing but a lie. I was ignorant enough to leave a gratuity for the room attendant. I had went home on a Sunday with pleasant thoughts about that hotel, even recommended the place to friends and family. My mistake. The manager said they are keeping the $100 and told me if I wasn't happy, to do what I have to do. He brushed me off and hung up. The worst place and customer service that I've ever experienced. I wondered how many people went through the same thing with them, so I read through the reviews of this hotel and saw that there are similar complaints to mine. Of people being accused of smoking so the hotel can charge and steal money from their guests. This must be a scam that this hotel does regularly.

Desired Settlement
I want my money back that was stolen from my debit card from the hotel's thieving practices. This entire experience ruined an otherwise very nice trip in San Francisco.

Business Response
Contact Name and Title: ****** ****** Asst. GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sfosuites.com
Ms. ******* had stayed with us on November 15, 2014 for 1 night. after departure the housekeeping supervisor had contacted the front that the room that Ms. ******* smells heavily of smoke, to make sure that the supervisors' statement was correct, a front desk agent along with another housekeeping supervisor went to the room to confirm, it reeked of heavy smoke. Our hotel is 100% non-smoking facility, and our policy is to charge up to $250 penalty for smoking in a room.
I explained to Ms. ******* the outcome, but she denied it, sh later told me that her husband smoked outside. I told her the penalty will stay.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I know no one smoked in that room. Now, the general manager's response changed. The last time I spoke to him, he said 3 employees of the inn confirmed of smoke. But in his response, he implied 2. He had said the housekeeper first smelled it, then informed the supervisor, then the supervisor brought a third person to confirm. I was never informed of their policy and in fact, the inn did not charge a $250 penalty, which the general manager never mentioned. A $200 hold was placed on my debit card which I was never told of, and only $100 was released back to me. I was never notified of anything during these proceedings. I had to call the inn numerous times within 3 days.

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