Complaints

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.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Comfort ***************************** Naples, and the amount charged was $267. In the early hours of Saturday to Sunday, my 10-year-old daughter had severe stomach pain, which immediately caused her to vomit. The vomit fell on the sheets and covers of the bed. I immediately removed everything to avoid contamination with the mattress to prevent damage to the facility, since it is assumed that the beds are completely changed once you leave the room, then my daughter contacted the hotel reception at 3:00am to ask for help and sheets so she could sleep and they informed her that they had no one to help us, without even worrying about it being a minor who was turning to them. Then I cleaned everything I could and the next day we left. On Monday morning, while checking my bank account, I realized that I had several charges from the hotel without prior communication. I called immediately and the person who assisted me let me know that it was due to damage caused to the room and that I had to speak with ******, the facility manager who had to call her after 10:00 am, when the call was returned the lady arbitrarily and without many details told me that the damage was serious and that they needed to replace everything in the room, and for that reason, she did not authorize the refund and without further ado, he told me that he had to do other things that I should please hang up. It seems to me a total lack of respect for a customer since I don't think any person is going to enjoy a facility with the worry that if an accident of this type occurs they will have to start cleaning the sheets in the early hours of the morning, I think this would bother them. In corresponds to the installation and for which it is paid. It was a child's vomit, no items were broken nor was any equipment lost for which the hotel has any loss. I resort to your collaboration so that this situation does not happen to any other citizen of this country and I can recover my money. In the meantime, greetings and thanks.

  Business Response

  Date: 07/11/2024

  Dear *****,

  Thank you for taking the time to address your issues during your stay on July 6th at the Comfort Inn Naples East I-75. Upon after inspecting your room after your departure, the Housekeeping had some concerns that was addressed to me. The room itself was covered with vomit all throughout the room, with an unbearable stench. Damaged lined and stained carpet. I had Maintenance steam clean the carpet 3 times. The huge black stain is now bright pink, and the whole carpet will have to be replaced. For this reason, we charged you a $267.50 for damages, and extra cleaning fee, which will not cover the full replacement of the carpet itself. I hope you understand the reasoning of the charge and why it was applied.

   

  Sincerely,

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

  General Manager, Comfort Inn Naples East I-75

  Customer Answer

  Date: 08/02/2024

  In relation to Mrs. ******** communication, I inform you that I arrived at the hotel at night with my minor daughter in perfect health, and out of nowhere in the early morning hours she felt bad and started vomiting in the sheets in her room, it may have been some reaction to the cleaning and hygiene products in her facility, the truth is that since she was a girl, she called the hotel reception requesting help and they answered that it was not possible until the next day. Is this correct in an establishment in our country? Are you more interested in the alleged damage to the carpet in a room that it is not known if it was already damaged than in the well-being of a child? These are questions that I don't think Ms. ****** could have asked herself before charging my daughter a fee for an inconvenience probably caused at her facility. I call once again for your review and understanding in this case.

  Business Response

  Date: 08/02/2024

  Dear *****,
  Thank you for reaching out once again to address your concerns. As explained previously the reasoning for $267.50 that was applied to your account. The vomit stains in the carpet were unable to come out. We've tried numerous times to steam clean and now the stain is pink.
  Carpet must be completely replaced. The amount of the $267.50 will not cover the full replacement unfortunately. We could have charged much higher amount. 
  

  Sincerely

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

  General Manager 

  Comfort Inn Naples 

  Customer Answer

  Date: 08/07/2024

  My concern is that my daughter arrived in that room and suddenly her allergy was activated and as a consequence she vomited, I don't know what could have caused this. At the same time, the hotel reception was called and their customer service was not working. I appreciate their gesture of not increasing the charge to my account, but I am still waiting for my refund.

  Customer Answer

  Date: 08/07/2024

  My concern is that my daughter arrived in that room and suddenly her allergy was activated and as a consequence she vomited, I don't know what could have caused this. At the same time, the hotel reception was called and their customer service was not working. I appreciate their gesture of not increasing the charge to my account, but I am still waiting for my refund.

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The address for the hotel I am placing a complaint with is: **********************************************************************************************

  Customer Answer

  Date: 05/09/2024

  My family stayed for one night at Comfort Inn in Naples from April 7-8 while attending an event in the area. We were only in the room for sleeping. Upon checking out, I noticed that not only did I not receive my $100 deposit fee back, but I was charged an additional $167.50 to my card - more than the price paid for the room. The front desk claims that it is a smoking fee. No one at the hotel has been able to provide me with an incident report or reasoning behind the fee. Nobody in our family smokes. I have reached out several times to the hotel manager to inquire about the charges and have received no reply. Reviews from other guests show that this issue is a regular occurrence.

  Business Response

  Date: 05/09/2024

  Dear ***************************,

  Thank you for addressing your issues and concerns during your stay April 7, 2024. Upon your departure on the morning of April 8, 2024, there was evidence that smoking took place in your room. In the bathroom, there was cigarette ashes in the tub and cigarette burn holes on the bathmat, which had to be replaced. Smoking causes extensive damage to hotel rooms, including lingering odors, stains on furnishings, and increased cleaning costs to restore the hotel room to its original condition. A Smoking fee of $267.50 was applied to your account. The hotel implements strict no-smoking policies for these reasons.

   

  ***********************
  General Manager 
  D ********************

  Comfort Inn Naples East I-75

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

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21619883
  
  I am rejecting this response because: absolutely nobody in my family smokes cigarettes or anything else. I have called 3 separate times requesting a copy of the incident report, proof of smoking and an invoice showing that professional cleaning was necessary.  My inquiries have been completely ignored.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A bag was mistaken for trash and was removed from my room. I am not seeking for full reimbursement for my stay at the hotel I only want the company to refund me for what was accidentally removed from my room. I instructed house keeping to not provide full service I only wanted my bed sheets changed and for them to vacuum and they agreed but they did full service anyway.

  Business Response

  Date: 08/29/2023

  Dear *********************,

  Thank you for reaching out regarding your issues and concerns. On the morning of August 15, 2023, you requested housekeeping service. It was brought to my attention by my staff, that I personally inspect this room prior before servicing. Due to all the clutter throughout the room itself, I specified to the housekeeper, that the room will have limited service only, such as vacuuming and bathroom cleaning only. All items that were in prior before servicing, were still there upon leaving the room after servicing as well. Please contact me if you have any questions. Thank you

   

  Sincerely,

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

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20514329
  
  I am rejecting this response because:

  The room was not cluttered I am a prior service army combat veteran part of my job was to keep everything neat and in order. I prepared my room for cleaning just as I would prepare for a inspection. I have pictures of.my.room and the police officer who went to my.toom also has it on his body cam. A member of your cleaning staff also confessed to the the front desk staff that she threw trash out. I gave specific instructions to only vacuum and change the bed sheets. Following directions is a key roll in providing exceptional service to paying customers and avoiding situations like this.
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On the 12th day of Jan 2023 I arrived. I paid via online third party they collected a ************************************************************************************ to not being able to get a hotel the second night. I want my money back. They need to be held accountable for there bad business practices for not returning a deposit.

  Business Response

  Date: 01/17/2023

  Credit has been issued to ********************************* account, in the amount of $125.16.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have booked an executive room with Comfort Inn and suits in ******************************************************************* for the period from Dec. 28, 2022 to Jan 1, 2023. unfortunately we have the worst unhealthy experience with room # ***. We checked in on Dec 28 at about 10:56 pm. The next morning at **** am the air-condition was completely shut off, we called the front desk and they said it will be off for maintenance till 2:00 pm. After 02:00 pm temperature didn't go below 87 degree which made it harder to breathe especially with my five years old boy. We called the front desk three times and only after those three attempt they send the maintenance guy to reset the thermostat. Finally, on Friday when the temperature didn't improve at all, they agreed to move us to a different room. The exact problem happened in the new room we moved to. The temperature reading next morning went up to 80 degree. This time we called the hotel front desk again and she sent the maintenance guy again to reset the temperature. A while later she called our room asking who moved us to that room when she was the one who issued the key and pass it to my wife. On Saturday, because of too many complaints about the room the employee threatened to remove us from the hotel and to call the police. She did call the police and lied to the police officer saying that we called her names and not only that but she also lied about moving us to a different room when there is no way for us to get access to the room key. I have an evidence of the room temperature and the keys to the room we moved into. The charges we paid did not match the service we expected.

  Business Response

  Date: 01/03/2023

  Due to the aggressive behavior that was given to my front desk associate, *****, guest was asked to leave the property by local law enforcement. The room that was registered under *******************, ***************************** was staying in, his room was having some A/C issues. The guest was relocated to another room. 

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18673940
  
  I am rejecting this response because:

  The employee said I was Aggressive? How can she decide that in 15 second phone conversation? So sad to see a dishonest employee in this company trying to cover her mistakes, for your information Its called upset customer for three days with above 85 temperature and nobody wants to do anything about it, and then accusing us of taking a room without a permission which is she is the one gave us the key for it and lying about it and to cover her mistake she was threatening me with the cops and I told her go ahead and call the cops. I dont have to prove any of her lies. The biggest proof is the one star review all over Better Business Bureau and the Internet complaining about rude and bad service at the Comfort Inn. We have drove 16 hours to get to that place and we had full schedule with soccer games. We had no time to deal with issues and comfort at the hotel.

  Me and my wife been in customer service over 24 years , we have not seen any thing like that 

  
  
  Sincerely,
  

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