My recent 2-night stay at the Comfort Inn & Suites in College Park, MD was the worst hotel stay I have encoutered in all my travels.
I am a female business owner traveling frequently on business. During my recent stay at College Park Comfort Inn, a male staff member walked into my suite, through the living space, and into my bedroom. He found me in an extremely personal state. He apologized for walking in on me and left immediately. I was very embarrassed and humiliated by his entry into my bedroom, and called the front desk to complain and to find out why he had been there in the first place. The clerk apologized for the maintenance man's entrance to my suite, saying that my room had been on his maintenance list, and the front desk had neglected to inform him that I had checked in early and occupied the suite.
Although very embarrassed by the "accident", I was willing to chalk it up to human error and not make a big deal of it. But, I secured the inside lock on my door to keep unwelcome staffers out.
The next evening, I stopped at the front desk to request extra pillows and towels. The on-duty clerk said she would have to have them delivered to my suite. I returned to my suite to dress for my evening plans. Apparently, I fogot to secure the inside lock.
When I finished blow drying my hair, I heard a faint tap on the door. I went into the living room area of the suite and there was yet another male staff member entering into my suite, this time carrying towels and pillows!
I was livid! I grabbed the stuff from his hands and told him he is NOT to enter into a woman's hotel room. I told him to leave immediately! He said that he had knocked, but when I did not answer he thought it was OK to let himself in.
When I called the front desk to complain that for the 2nd time in two days, hotel staff had walked into my room, the clerk (not the same as the day before) tried to justify the man's behavior. Apparently it is hotel policy for staff to walk into a guest room if they knock and receive no answer from the inside. They appear to have no consideration for what might be going on inside the room that would prevent someone from answering the door. Nor do they consider that a woman traveling alone might not want male staff with keys to have the authority to simply enter into her room when they think it's OK. Frankly, I did not hear his knock because of the blow dryer. But, even after I turned it off, the knock I heard was so faint, I was not even sure it was a knock on my door.
I called Choice Hotels' national office to file a formal complaint, as there was no management on duty to address the issue on site. The on-site clerk seemed very defensive and unconcerned, and said she could only leave a message for the general manager to get in touch with me the next day. She would not attempt to contact the manager since it was after normal business hours. Her very attitude added insult to injury.
After a final night bolted in my room,I received a call from the general manager the next morning around 10 am. I went to see her face-to- face to describe the humiliation, interruption of privacy and loss of any sence of basic security I felt as a result of having two men walk into my room in two nights stay at her hotel. She, too, was defensive of the mens' actions. She said she had already spoken to the maintenance man, and would speak to the pillow man. But she showed no genuine remorse or concern for these intrusions or any problems they had caused me. I told her I did not want to pay for my stay. She said she felt she had adequately addressed my concerns and gave me a $38 discount on a suite I paid $273 to stay in.
Hanging on the wall beside her at the front counter was the hotel's "100% Customer Satisfaction Guarantee" and pledge. It pledges that if a customer's complaint is not handled immediately in a manner that is satisfactory with the customer, then Comfort Inn will not make the customer pay for the room.
When I pointed this sign out to the manager, she said that SHE felt satisfied with the way she handled the problem and that a $38 discount was fair enough.
I say it is not fair at all. I say it is not good, safe or appropriate policy for a hotel to allow staff to just walk into a paying guest's room...even if they knock. And Especially not good to have male staff walking into female guests room two days in a row of a two night stay. I say it is not satisfactory for hotel staff and management to be defensive and unconcerned when guests calmly but firmly register serious complaints about such unwanted and unwarranted male intrusion in their rooms. I say that a standard of "100% customer satisfaction" is not met simply when the manger feels satisfied about a proposed resolution.
I say that Choice Hotels will never be my choice again. And I caution other potential guests to think seriously before choosing to stay at the Comfort Inn & Suites in College Park, MD. Keep your doors bolted! You never know when someone will walk into your room. And you certainly cannot trust management to honor their pledge to make sure you are 100% satisfied with your stay.
- Also Known As:
- Comfort Hotel College Park
- Comfort Hotel
- Comfort Inn And Suites
- Comfort Inn College Park
- College Park Comfort Inn
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