Our family has been traveling to Radford for the last 2 1/2 years. In the past we have always stayed at the Comfort Inn- nice staff, clean rooms and decent breakfast however over the last 6 months the quality has gone down hill. The rooms have not been updated and are beginning to show wear...they were not great 2 years ago but now they have deteriorated to the point where they need replaced and badly! This most recent visit consisted of 2 trips one on a Sunday and Monday night- we had 2 rooms, they were clean but falling apart, we had a joining rooms and one of the locks on the doors between the 2 rooms fell off in our hands! The overall decor was showing wear, bathroom wall paper tearing, bedding thready, carpet- well not so nice, the table in one of the rooms was sticky with something. I had booked another room for Friday night as I was dropping another child off at college...we checked in late around 7.30 in the evening, I dropped off my bag, turned on the air and went right back out to continue helping my child get settled in her dorm room. By the time I returned to the room it was around 11.30 at night. A gentleman was at the front desk wanting to check in but there was NO vacancy (this will be important later in the review). I went to the room and even after having the air conditioner on for several hours there was still a strong odor of smoke in the room,even though it was a non-smoking room...being that it was nearly midnight, there was no vacancy in the hotel and I was extremely tired from moving my child in... I chose not to complain at that time...I hoped to just sleep and deal with it in the morning..Though I had considered going to my car to sleep- that is how bad it was. Upon checking out in the morning I let the girl know at the desk that I was dissatisfied and wanted to be comped for the room...she told me she could not do that but could give me 50% off...I wanted to speak to a manager as I thought this situation was not good and since I had requested a non-smoking room and it was labeled as such, I should not have to pay. The girl then told me that it had "recently been converted to a non-smoking room"- well placing a placard on the door with a non-smoking symbol does not constitute a non-smoking room...since we have stayed there on many, many occasions, I know what the linens, carpet and window treatments look like and these had never been replaced- which one would NEED to do to transform the room to non-smoking...smoke lingers in linens, carpet and mattresses. Anyway, I asked to speak to the manager....after 2 calls I was given the opportunity to speak with him...I explained my problem and was immediately given a hostel attitude and was told that 1) people have different sensitivities (well, smoke is smoke and if one is a non-smoker that person is sensitive to any smoke smell- I suggested that he come an take a look at the room for himself and he said " You don't tell me what to do"- seriously, he said this to me! unbelievable! 2) I was told it was my fault for not saying something at check-in...what were they going to do, the hotel was booked! 3) This manager continued to yell at me to the point where I gave the phone back to the girl and told her that I would not speak to him any further...and that I wanted the GM's number, she told me she was "not allowed" to give out her number- really? But that she would be in on Monday and I could call her then...which I will be doing. It is not the fact that they were not willing to comp the room it was the fact that the manager was rude and disrespectful to a customer....even if a manager believes a customer is wrong...he or she should never tell a customer that they were at fault for a situation like this! I will never go back and will tell everyone I know not to stay there..(which is quite a few families since 2 universities are there and a great many kids from our area attend those universities) I will also be calling Comfort Inn upper management and reporting this property. The staff has all been recently turned over (after 2 1/2 years I got to know a great number of the front desk people- they are no longer there)....I wonder why!
do not stay here!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you so much for your inputs and we value our guests comments.
I'm sorry for what you have experience with us. We are trying our best to improve our service everyday. And the next time your visit, you would get quality service from us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.