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Complaint Details
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Initial Complaint
08/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I accidentally reserved a room at the Comfort Inn and Suites Airport North in ************* for August 14th instead of the 13th which the front desk lady stated she couldnt do anything about it, even though she could if she wanted. As she didnt want to do that courtesy I paid for the right day and headed to my room with my mom and son. After dinner we went to bed because my mom was catching a flight to go back home. at 1:00pm on the 14th. When she woke up she had bug bites all over her body. Just disgusting. I talked to the agent and he really didnt seem to care. I cant believe I paid that much money for a room full of bugs. I am truly disgusted.
Business response
10/07/2022
Good evening ****************,
I hope this email finds you well. My name is ***** and I am the front office manager for the Comfort Inn and Suites, Airport North in *******************. I apologized for the late response, please forgive us from not responding on time since we do not check the ******************************** email more often.
Regarding Mr ****** complaint, the guest was upset that our hotel refused to change the date of his reservation. We informed him due to his reservation policy with *****/ Priceline, this type of reservation can not be modified/cancelled or refundable. Anyways, we did honor to change his reservation without any penalty and they were checked in to room 107. ************** did informed our front desk agent regarding the bugs on their check out date. Our front desk agent asked for proof and he didn't provide us with anything. Not only that, we never got any complaint's from any of our guests that stayed in the same room (107) before ************** and or after them and we also have proof that room 107 had been occupied since they left our hotel.
We hope that this explanation will clear things up with ***************
Please feel free to contact us at ************ if you have any questions or concerns.
Sincerely,
Toloa *******
Guest Services Manager
Comfort Inn & Suites *** Airport North (CA801)
121 ************************************************ 94080
Direct: ************ P.******************** F.************
Website: www.choicehotels.com/CA801
Like us on ******** Follow us on TwitterCustomer response
10/07/2022
Complaint: 17716144
I am rejecting this response because:
Sincerely,
***************************Lies Lies and Lies.
I had the pictures and my mom and she just said she was sorry.
I didnt care about the flee hotel not doing any course tu and changing the date. I PAID FOR ANOTHER DAY, not knowing my mom would wake up with bug bites. Please keep this posted on your site do everyone can see it. Thank you
Business response
10/27/2022
I understand that Mr. ***** was complaining about bug bites and I also understand that he was upset that he made a mistake by putting the wrong date on his original reservation and he was charged as a "No Show". His original reservation was a non cancelable/ refundable reservation so he was penalized as a "no show" as I had mentioned above.
Anyways, even though he made false accusations about our hotel but this is not worth of our time so we came to an agreement to refund him for the night that he stayed and used our room, eat our breakfast and used our shuttle.
Please informed Mr. ***** to contact the 3rd party that he used to reserved his room for his refund since we already refunded the 3rd party's credit card that was used at the hotel for his room + tax.
Thank you again for your patience on regarding this matter.
If you have any questions, please feel free to contact us via telephone or email.
Sincerely,
Toloa *******Guest Services ManagerComfort Inn & Suites *** Airport North (CA801)121 ************************************************ 94080
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.