Stayed at this particular hotel Friday June 28 because of the ratings, a regular Choice hotels guest and the indoor pool (rain was in the forecast). I called the hotel before leaving home to make sure that we could get an early check in and enjoy the pool before our plans for the evening, was told it would not be a problem. Arrived and had no problem with check in but after going to our room, changing and heading to the pool we found it was closed and didn't open till 5pm on weekdays....daughter was quite disappointed but we shrugged it off and requested a late check out so we could enjoy it the next day. We came back to the hotel after the show and tried to get a bottle of water from the vending machine, water wasn't even an option to choose from, only soda's. And on top of that, the machine was broken and wouldn't accept the money anyway. The next morning the food was inedible, eggs couldn't even be ripped apart so once again, we decided to just go to the pool, which was to open at 10am. Changed into our bathing suits and headed downstairs at 10:10 only to find the pool closed. Checked with the front desk and they were surprised and unaware the pool wasn't open. The lady called the lifeguard company (they subcontract this out) and was told there would be a lifeguard there in 30 min.....45 min later, still no lifeguard. Once again, she called and they told her another 20 min. With a 2-3 hour drive ahead of me and unsure if the lifeguard would ever show up, we decided to just go ahead and leave. When we left at 12pm, there was still no lifeguard there and the pool was still closed. She proceeded to tell me that because I did an advance purchase through their site, she couldn't adjust my charges but would leave a message for the manager to contact me. As of yesterday, Wednesday July 3, no one had contacted me so *I* called them and spoke with the front desk manager, was told the GM was in a meeting. FD manager said he would talk with the GM and get back with me no later than today. Again, I called a few minutes ago and was told that both managers are unavailable today and will get back with me. I chose this hotel because of the pool and brand....it was much further away than many other hotels that I could have chosen and I'm at this point beyond disappointed in their customer service and how they're handling this. I travel quite a bit and haven't encountered anything like this before....seems like such a run around and lack of stepping up to the plate and handling a customers concerns.
- Official Description (provided by the hotel):
- Located in the heart of Chantilly and just minutes from Dulles Airport, Comfort Suites Dulles Airport features comfortable and convenient amenities, included an indoor, heated pool, 24-hour fitness center and business center. We're also within walking distance to dozens of restaurants and retail stores. Explore Chantilly with our complimentary shuttle service. ... more less
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- Also Known As:
- Comfort Suites Chantilly Hotel Chantilly
- Chantilly Comfort Suites