ComplaintsforComfort Suites

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in 6/28. Was booked until July 5th. ** *********************** did a forced check out on 6/30 and contacted police. I broke no policies or laws. I am a single female disabled veteran and had no lodging.housekeeping explained 2 policies to me(during a random interaction)- They need to enter my room every 3 days. Apparently there are issues with drugs, dealers etc....so they need to check things out and make sure things like that arent occurring. - 2nd policy. You CAN NOT leave your pet alone in the room. I stay at a lot of choice hotels. Some have this policy. They did not present this policy to me. I complied. Apparently housekeeping told the ** I was not going to comply. I tried to talk to the **(***********************)was not open to hearing about what transpired. He was confrontational and his mind was immediately made up that I was going to be a problem. He stated if I cant follow his rules I need to get out! And this was public(in front of his employees).

  Business response

  07/23/2021

  ****************** had a random encounter with our housekeeping team in which she stated that she was not needing service for the entirety of her stay. My team member informed her that while she could have service every three days, but due to COVID, we were having being more strict about our policy to ensure our rooms are held to the highest standard of cleanliness. She told our team member, "That's not going to happen." When the team member saw her dog (in the room as she was leaving) in the doorway, she also let her know that she could not leave the dog unattended in the room. She told our team member, "I'm not taking my dog with me. It's hot out side." 

   

  When I spoke with her the first time, I was trying to inform her that our team member was correct in informing her of the policies, however she was adamant that she had other things to do and needed to leave for the day. 

  The next chance I spoke to her, (this time while she was under the influence of alcohol) I again tried to inform her about our policies. She then told me that the team member was a liar (the team member was standing right next to me) and that she hadn't said "those things". It was at that time that I decided that she was going to have to check out. She said she had "backup plans since she knew this would happen". I called the hotel that she had received a Friends and Family rate from to inform them that we were going to checking her out. The manager told me, "Do what you have to do".  I said she would and then informed her that if she didn't leave the hotel that the ************************ would ****** her out if needed. She said she wasn't checking out, so I called APD. They came to the hotel and after speaking with her, informed us that she was under the influence and that they would be driving her to a different location. After taking about 30 minutes of the officers time, she was finally taken off property. 

  She will not be refunded money since she stayed at our hotel and all services were provided to her. Had she been less belligerent, she would have been able to stay at our hotel for the duration of her reservation. 

*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. ↩