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Comfort Suites of Panama City

Phone: (850) 215-5551

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
09/19/2014Billing / Collection Issues | Read Complaint Details
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Complaint
Rude Manager
Charged me $150 for vaping (there are no smells or fumes) in hotel lobby. wrote in an on line review that expedia told her to charge me
The trip would have been an great success if the manager was more hospitable. She yelled across the lobby at me that she "does not allow any smoking in her facilities anywhere" when I was vaping. When I tried to talk with her that it would have been more professional if she would have come over to me to ask me to stop. She then said "I had every right to come at you like that" and that I was rude to her for not saying good morning back to her when she said it to me earlier that morning. She also used the excuse that she had 4 or 5 brothers (i can't remember as it really is not relevant) so her personality is "dominant"

I did not hear or see her say that. Then she proceeded to tell me that I did and she had it on camera that I walked past her with out acknowledging her. She invited me to her back office to show me on camera where I ignored her that morning. in the course of the conversation she "said it was definitely you because she and a co-worker were back there yesterday catching me on the video and laughing at me.

I was totally appalled that she would say such a thing. I told her I'd heard enough and didn't need to hear or see anymore. I left her office and went on my day. The next morning (checkout) a bill was slipped under my door for $150 plus tax for a cleaning fee for "smoking a vapor cig in the breakfast room." there are no signs against vaping in the hotel anywhere.

I never saw her smile once at my family or her staff. There was a constant scowl on her face. When communicated with her staff or me. Her attitude was atrocious to be in the hospitality business but better suited for a shipping yard.

The examples could go on but I do not have the time. Also our room had a plastic wall saver bar down and put in a corner. when we arrived. See pic below. I usually don't let little things bother me, I know this is a busy season but with everything else...... this is just another thing.

This was my first experience with the comfort chain and will be my last. I have always stayed with the Marriott chains

Comfort Suites
** reviews
******** *** N ******* ***** ****** ***** *** **
Phone:
Fax: XXX-XXX-XXXX
Check-in: Jun 16, XXXX X:XX PM
Check-out: Jun 19, XXXX XX:XX AM
Number of nights: 3
Itinerary Number XXXXXXXXX
I also called expedia and they stated that no one from Comfort suites called them and if they did, they would not advise to charge the customers credit card. Expedia case number XXXXXXXX

Desired Settlement
Refund me the $150 plus tax as there was no cleaning involved and no signs for no vaping

Business Response
One of my Diamond members came and got me from my office. My tech guy was at the front desk. That fixed my sign on the outside came and told me that one of my guest at the desk wanted to see m. She informed me a lady in the Breakfast Area smoking a vapor that had the breakfast area with smoke in it. I walk around the desk to where she was sitting and ask her to put it out. This is a 100% smoke free area and hotel vaporing is smoking.

Consumer Response
That's not exactly as it happened. She was not in her office when this happened. I did not see any signs that stated the vaping in the hotel would cause a charge. not did I see any signs that stated that smoking would be a charge. She stated in an online rebuttal on trip advisor that Expedia told her to charge a fee. They stated they did not have any contact with her nor would they tell her to charge me any fee. The story keeps evolving and changing. below is what she wrote on trip ad-visor.

I would like o know who she talked to at expedia and why they told her to charge me and for what.


Business Response
When the Diamond member for Choice Privleges came to the desk to tell me that someone was smoking in the breakfast area, I was in my office the sign guy that was repairing my digital sign out can to my office to let me know a lady at the desk needed to speak with me.

******* ****** book her reservation thru Expedia
Expedia credit card was on file to pay room charge and tax (no incidentials) I call them and spoke to Ms.***** she informed me not to charge
Expedia card to charge the guest charge and that's what I did. Mrs. ****** copy of ID AND CREDIT WE HAVE A COPY OF IT. SMOKING IS SMOKING IF IT'S VAPORING IT'S STILL SMOKING A CIG


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received resolution through my bank. Please close the case.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.