I booked this room at the Comfort Inn guest privileges website. I booked one room for 3 nights and an additional room for 1 night using points. We had stayed at this property 3 years prior over the Christmas holiday. Upon arrival we had to be moved to a different room as they had put us on the 2nd floor and there were no elevators. The mattress was totally lacking of any support and when I later joined my husband we found that springs would poke upward when either of us moved. When trying to use the iron we found it to be filthy covered in dark colored dust. The ironing board was also filthy and we had to use the "bath" towels to cover it in order to iron. I went to the desk to ask for additional bath towels since we had used the 2 provided to iron. I was treated as though I was stealing their towels! I also told the desk clerk about the mattress and he just smiled. There was no offer to change our room even though there were only 5-7 cars in the parking lot and we were staying 2 additional nights.
After attempting to eat at their continental breakfast we decided to check-out! Several of the baskets which are supposed to contain food were shoved into the corner empty! The "juice" (Tang or KoolAid) was watered down and there was no fruit or any type. The batter for waffles was so watered down that it didn' t work in the waffle iron instead we had the lacy edges only! There were numerous whole bagels in the trash when I went to deposit the "waffle". Another family came down while we were there and picked up a bagel which she immediately threw in the trash and told her son they would go out to breakfast.
Upon returning to our room which contained a 100% satisfaction guaranteed placard, I decided to call the national reservations line for assistance. Since it was a holiday weekend, there was no one available through Guest Privileges. I told the reservation agent of our experience and she urged us to call customer service after the weekend and they would take care of things for us. There was no other property closer than 45 minutes away so we began searching for another hotel.
I went to the front desk and spoke with an elderly Indian man on duty. As I explained to him our dissatisfaction with our stay he acted as if he could barely speak English. I told him that since nothing was being done we were checking out. I also cancelled the additional room for the next night. I asked for documentation of our checking out and he provided none.
We went to the Hampton Inn Ottawa where we had a very nice stay and found the room lovely, food very good, and staff exceptional. So rather then having a free stay at the Comfort Inn, we had to pay an additional $300 to the Hampton Inn!
Worse than this is the fact that customer service through Comfort Inn Guest Privileges has refused my request to redeposit my points since we didn't stay there the additional nights. According to their guidelines, cancelling the additional room prior to 6pm should have resulted in no loss of points. I lost 4 nights worth of points, had to pay out of pocket for the Hampton Inn, and have been told by customer service there is nothing they can do. I urge any one considering the Comfort Inn Ottawa to avoid it like the plague! They do not honor their 100% satisfaction guarantee and I feel we were cheated!
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- Also Known As:
- Comfort Inn Ottawa