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“Exceptionally BAD Customer Service” 1 of 5 stars
Review of Comfort Inn

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Comfort Inn
2.0 of 5 Hotel   |   42 - 24 Crescent Street, Long Island City, NY 11101   |  
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Choice Privileges Points
Monmouth, Maine
1 review
“Exceptionally BAD Customer Service”
1 of 5 stars Reviewed September 12, 2013

I had the misfortune of staying at this Inn one night over Labor Day weekend - Saturday. We were booked to stay 2 nights, but it was not to be. We arrived early on Saturday and the staff happily held our luggage as the room was not ready. We left and went to the city for the day because we didn't travel 6+ hours to spend any amount of time in Long Island City - we went to tour around Manhattan which is what we did. When we arrived back to the Comfort Inn two men at the desk promptly informed us that he no longer had a room for us -something about a flood. Be advised that we NEVER received any phone call about this problem. The Clerk offered to try to find us a room somewhere else, but the problem is that it is now midnight, we are exhausted and the main reason we chose this hotel is because of the close proximity to the subway - easy in and out of Manhattan. We had NO intention of going to some other hotel unless it was IN Manhattan. After another half hour and when the clerk realized we were not leaving (we had no where to go) he got nasty and said he didn't have to do anything for us. I guess putting 3 women out on the street at midnight is OK by Comfort Inn standards. Eventually, and miraculously, a room became available. My take is that they wanted to sell the room to a paying customer - since we had booked the first night using reward points. If the hotels are not going to honor the points then the whole reward program is a farse!!! BAD service. And, oh by he way, the trash in the surrounding streets was not pleasant at all.

Room Tip: Just stay in Manhattan - its worth the extra hundred bucks!
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  • Stayed September 2013, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
comfortinnlic, General Manager at Comfort Inn, responded to this review, September 13, 2013
It seems like a duplicated review of the exact same incident reviews a week ago.
LIke in the previous review, I would like to apologize for the inconvenience and inform our other fellow Readers and Reviewers that a room did not appear miraculously but it so happened that We inconvenienced another guest and moved them to a different hotel so our Choice privilege member could be accommodated.
We have a policy of not over selling our rooms. BUt in the event of an emergency maintenance issues, we try to take care of our guests by moving them to other hotels (which normally is a very expensive affair since we pay for Transportation and higher costs at other hotels)


We will let the readers decide if this is good or bad customer service on our part.

We are in the Hospitality Industry and we know that we would not be in business if it wasn't for out guests.

Thank You.
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417 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
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Strongsville, Ohio
Contributor
11 reviews 11 reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed September 4, 2013

First off, I called and asked about the neighborhood before booking, or I would nave never taken my daughter and niece to this run down area with bags of garbage on the streets. We did early ck-in, they took our bags to be held. Went out to spend the day in the city, came back at 11:40 PM to have our bags sitting at the counter and person at the desk tell me we no longer have a room due to a "flood".Long story short, there was no place to go, and he saw we were not going to leave, & around 1A M, it was a miracle, not one but 2 rooms appeared! He also told me "Lady, I don't have to do anything for you."Plus he also said when we finally got a room, that now he has to turn someone else away, when At 2AM! Another worker told me there was a big concert not far away. I was using my Choice Points, so my take is he wasn't making money on me and he could sell my room to someone else. Ended up cut the trip short, left in the morning because couldn't count on another night there. Plus the window air conditioner was loud and I was up all night. Horrible, nasty, scary people to turn 3 women away at midnight. I will commend the Comfort Inn for returning my points to me but that idiot should lose his job.

  • Stayed September 2013, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
comfortinnlic, General Manager at Comfort Inn, responded to this review, September 9, 2013
Thank You for taking the time to share your reviews.
I would like to apologize for any inconvenience during your stay at our hotel.

for our readers, we would like to clarify a few things:

Hotel gladly held luggage for you for free since you arrived very early and did not want to wait.
Hotel genuinely had maintenance problems and was contacting all guests that had not arrived which is a normal procedure for any hotel.
We accommodated you on one of the highest floors and had to inconvenience some other guest as you are a privilege member.
We offered to accommodate you at another hotel and pay for transportation but you wanted to stay at our hotel.
You specifically selected our hotel for redeeming your points.

Hotel offered bonus points for the inconvenience.

We take pride in our customer service and tried to do everything possible to make your stay comfortable. If there is anything else that could have been done in this situation, please let us know.

Thank You.
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Albion Park, Australia
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 22, 2013

My family and I had two days in New York, middle of July; we were very happy with the Comfort Inn. The location surroundings is not one of the most exciting but it is very easy to reach Manhattan through the subway, Literally five minutes walk. The people at the reception are very friendly and helpful and the hotel is very clean. We had better time here then the so called five star Caesars palace where staff were rude and not professional. I have no hesitation in recommending the Comfort Inn. You will be happy.

Room Tip: We had the two double bed room, one of the bigger room thy have.
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  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 11 cities Reviews in 11 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed August 17, 2013

We were initially skeptical of staying here considering some of the bad reviews on tripadvisor. However, we were pleasantly surprised when we arrived. The staff were very friendly and helpful and could answer all our questions about how to get to and from places. The room was clean and comfortable. We had the window that looked over the scrap/rubbish yard but to be honest - who spends their entire holiday looking out of the window?! So we weren't that bothered! Although at night you could see Manhattan lit up beautifully which was quite a special sight! We never had any noise problems from any other guests and the bed was comfy.
The choice of continental breakfast was adequate for us and we would agree that the breakfast area is very small (about 3 tables for the entire hotel!) so either get there early, or you can take your breakfast back to your room which was fine. The room was cleaned very well every day and there was also a safe to put your valuables in. There are vending machines too if you crave a midnight snack!
The hotel is perfect and affordable for subway transport right into the heart of Manhattan - about 10/15 minutes journey takes you straight to Times Square. The area directly around the hotel is not much to write home about - the only walking in the area we did was to the subway station which was about 3 minutes away.
Overall, if you want affordable, clean accommodation in a great location then this is the place!

  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milazzo, Italy
Senior Contributor
31 reviews 31 reviews
31 hotel reviews
Reviews in 28 cities Reviews in 28 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed August 17, 2013

We stayed in this hotel twice when we first came to New York and the second time when we went back to Italy. The hotel is very close to train stations which will bring you to the heart of the city. It is also accessible to & from the airport. The surroundings have some rubbish but aside from that, the place is recommendable. Breakfast is good compare to other Comfort Inn hotels or under Choice hotels chain we have stayed, they have more choices. The service was good and room is clean. It's no five star so don't expect a 5 star standard. It's comfortable, safe, clean the beast factor is the accessiblity (location)!

  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Comfort Inn

Also Known As:
Comfort Inn Hotel
Comfort Inn Hotel Long Island City
Comfort Inn Long Island City
Long Island City Comfort Inn
Comfort Inn Long Island City, New York
Address: 42 - 24 Crescent Street, Long Island City, NY 11101
Phone Number:
Location: United States > New York > Long Island City
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Wheelchair access
Hotel Style:
#4 Business Hotel in Long Island City
Price Range (Based on Average Rates): $$
Hotel Class:2 star — Comfort Inn 2*
Official Description (provided by the hotel):
Comfort Inn - Long Island City is located at the base of the famed Queensboro/59th st. bridge that connect Queens to Manhattan. We are just minutes away from Midtown Manhattan. We are located just 1 block away from NYC Subways - which is the best way to get around NYC. Located just 7 miles from LGA and 12 miles from JFK. A great way to stay in NYC without having to pay the high Manhattan prices. Free Wi-Fi, Free Breakfast, Complimentary use of Business Center and Fitness Center, Free Newspapers, Iron/Ironing boards, In-room Safe, In-room coffee makers all come standard with your room. ... more   less 
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