ComplaintsforComfort Inn & Suites

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Our family stayed at the Counrty Inn located in ********* ****** on Dec. 2 and 3, 2022. We attended a baseball tournament with 10 other families, At least 5 other families also stayed at this comfort inn. Approximately dec 23rd I received my CC statement with the room rate of ****** and a additional ****** cleaning fee. I called the hotel and spoke to front desk. She told me the fee was because we had a dog in the room. We Had NO dog. I asked to speak to the Manager but she wasnt available. I called several time and left messages. No response. I called **************** guest relation and filed reports. The were very apologetic however they said only the hotel manager themselves could reverse charges. I was finally given a phone number by hotel staff to contact the manager directly. My daughter called her not knowing this was her private number. Needless to say the conversation did not go well. ****** called my daughter a very derogatory name (*****) 10 minutes later I get a call from assistant manager, ******* threatening me , called me a liar that IF we ever contact them again legal action would be taken against us for harassment.I have sent numerous emails asking for proof, videos, witness, etc. People we traveled with also have sent emails confirming there was NO dog. My pet sitter that I hired to watch my dogs that weekend sent a date stamped photo Of Dec. 02 with my dog being home. ******* only response was that her housekeeper confirmed a dog was there. Room smelled, dog hair all over room and furniture and dog food left in room. TOTAl fabrication! In reading reviews, there was another complaint from ***************************** that basically the same thing happed to her. The staff at this hotel are being fraudulent. As you can probably understand this is VERY upsetting to me. I am a senior citizen not in the best of health and I have Never been treated like this before! This is not about the $****** cleaning fee. It is the principle. Please help me.

  Business response

  03/02/2023

  The attached documents are statements from Diamond Golden-Front Desk Manager (2 years), *****************************- Housekeeping manager (13 years), and *************************- General Manager (10 years). It was verified by more than one employee that ****************** did have a pet in the room. She disputed it a month after her stay unknowing we do keep detailed records of when a pet or damage charge is placed on a guest folio. A member from her group did call the hotel to apologize on her behalf, because she was asking them to repetatively call and email stating that ****************** did not have a pet. She wanted no parts it. 

  Customer response

  03/06/2023

   
  Complaint: 18856335
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

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