ComplaintsforComfort Suites

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My company sends me around the country to do local auditing. These trips are expensed through the use of gift cards, **** or Mastercard gift cards. I have been exclusively staying at ************** which includes the Comfort Suites brand and have never had an issue with using gift cards. I have a valid driver's license and the gift card covers the entire cost of the room for the night. I have previously used this process for a Comfort Suites location in ************ and in **************. On Monday night I drove the 10 hours from ******** to ******. The desk clerk refused to accept the gift card. She did not call for a supervisor, nor did she care when I explained my traveling 10 hours and that I have used the same process in the past with ************** I called ************* and their supervisor didn't understand what a Mastercard Gift Card was. She also declined to assist me. This was an arbitrary decision by a desk clerk because I went to the hotel right next door (100 feet from this one) and they accepted the gift card. This was a Quality Inn, which is also a ************ brand! The clerk then left her desk and stood outside as I sat in my car frantically trying to make other arrangements. I am livid at the poor customer care service. Again, to be clear, if this is a ************ policy not to rent a room to someone with only a gift card then this has been violated 3 times in the last year. That is why I believe this was the result of a single clerk alone at night who did not want to investigate, and an outsourced customer service department that was ineffective. I want clarification on this policy and an explanation as to the contradiction i described, The ************* Customer Service Department, the ** **** of ******** Affairs and ** DA are next in my complaint chain. Reservation #********

  Business response

  01/25/2023

  Guest reserved via the ************* website/App which does state the following under Hotel Alerts.....A valid bank issuer Debit or Credit Card with ID required upon check-in. Card holder must be present. Hotel does not accept Cash, Pre-Paid Debit Cards, Gift Cards, Nameless Debit Cards or less EMV ************************* is a franchise and does make it's own policies regarding payment, although this is a typical policy for a lot of hotels. This is a posted policy and is in effect in an effort to protect the hotel should a guest damage property during their time of stay.  

  Customer response

  01/25/2023

   
  Complaint: 18896179
  
  I am rejecting this response because:

  They completely ignored where I described three times, including that same night, one of their hotels took my payment.  They simply cut and pasted a standard response to the subject matter. This is the same lack of respect I endured that night and why they have lost my business and why I am proceeding with complaints to ** DA and ** ***.  
  
  Sincerely,
  
  ***********************

  Business response

  01/26/2023

  As was explained previously, we are a franchise. We are not responsible for other hotels policies and our policies are determined by the hotels needs. We do not hide this policy, it is posted on our website so that our guests are made aware prior to their arrival to our property. 

  We require a valid credit card to reserve a room. It must have guests name and the name on the card must match the photo identification at check in. We do have the right to limit the types of payment we take for our business. We also do not take cash at the time of check in. Again, these policies are in place in an effort to protect our business. We apologize for any inconvenience this may have caused you. 

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