An uncomfortable night at the Comfort Suites

January 4, 2013

1-hospital bed How do you say “I’m sorry” for a really bad hotel stay?

That probably depends on how bad “bad” is, right? Well, here’s what happened when Tracy Hart checked into a Comfort Inn in Fairfield, NJ, recently.

Before I get to her story, I should probably say that she’s one of the hotel chain’s better customers. She carries a Choice Privileges credit card and “often” stays in its hotels when traveling on business or driving from Pennsylvania to Florida, where she has a vacation home. In other words, she knows this hotel chain really well.

She redeemed 16,000 award points for a night at the Comfort Inn, which seemed like the best place to stay because she had plans to be in New York until 11 p.m., on a recent evening. When she checked in, she was shocked by what she found.

“Wow,” she says. “I don’t know how this particular hotel manages to have the Comfort Inn name out front.”

The hotel was located in an iffy neighborhood, right next to a large “Adult Emporium” store.

The entryway was dirty linoleum tile, the whole place was shabby, the room didn’t seem clean, didn’t look like anyone had vacuumed. The sheets were limp.

Pretty yuck, but what were we going to do at this time of night? I asked to see another room, which they reluctantly let me do, but it was worse: there was a burn mark on the bedspread and just as shabby and dirty.

That’s not what she expected, nor is it what she should have expected. Comfort Inn bills itself as the exact opposite. From its website:

From the moment you arrive at Comfort Inn hotels, we want you to relax and feel at home. We offer a warm atmosphere and helpful service. You’ll restore yourself in our clean cozy rooms and you can stay connected with free high-speed internet access.

In the morning, you’ll enjoy the complimentary new Your Morning Breakfast with lots of options and hot items as well as a free newspaper. It all helps you start your day feeling renewed.

I’ll let Hart continue.

So we went to bed. At 9:30 the next morning, we were just waking up, and someone started to bang on the door.

We said “Hey we’re in here! Go away!” or something like that. The banging continued and then a key card was put into the slot and the door opened.

We could hear a man’s voice. Luckily, the chain was on the door. He rattled the door and the chain, but it held. I called the front desk; they weakly apologized.

I should have called the police, but it didn’t occur to me at that time.

She contacted me to find out how to handle the stay. Although I might have said something before checking out, I can understand why she would just want to leave as soon as possible. I suggested that she send a brief email to Choice Hotels, explaining her disappointment (and, of course, carefully vetting any future Choice stays).

She did. Here’s what happened.

Choice Privileges apologized and told me that in fact they are investigating that particular Comfort Inn location. They also gave me 8,000 points in my account.

I got the impression that they really don’t want to have hotel properties that don’t measure up to their brand image. This was the first bad experience I have ever had with the brand, and told them that. I am just glad we put the chain on the door.

Is that enough of an apology? Hart says she’s OK with getting half her points back, and I’m happy with the Choice promise to investigate this particular property. It looks squeaky clean from the outside. The user-generated reviews? Not so much.

Just for once, I’d like to see one of these properties lose its flag in response to a consumer complaint. In the meantime, what do you make of Choice’s response?

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Nikki

…and it’s because of that ^^^ – - – a lot of places don’t assign points guests in the so-called “better” rooms – they’re usually placed in “last available” rooms. This kind of unwritten, unsaid policy is exactly the kind of headache that Choice Privileges staff are always having to deal with.
Cybrsk8r

I’m totally amazed that no one seems to think someone trying to get into this woman’s room is a significant detail. I’m a guy and it would scare the crap out of me. So what if it was an employee. He could rob her, or worse, just as readily as someone from the dirty book store.

And if the hotel doesn’t re-code the doors after someone walks off with a key-card (and this DOES happen), that could be anybody trying to get back into the room they stayed in the night before.
Hal

Again. More irrelevant response that doesn’t address the question of how she could sleep until 9:30am. Doesn’t matter that she didn’t mention she was tired. Maybe her normal day has her sleep cycle from 2am to 10am (to give 8 hours). Doesn’t matter the reasons why she didn’t walk away. Nothing to do with why she slept until 9:30am. Point being, you are not addressing the very question you asked being how a person, the op in this case, could sleep until 9:30am.

I have noticed this is a common occurrence in your responses. Someone talks about subject A and you reply with complete irrelevant subject B and try to make it sound likes it applies when it doesn’t.

So, unless you want to respond to the ability to sleep until 9:30am and not about all this other irrelevant crap, this topic is closed for me.
Hal

Whoops. Need a little edit here. Seems that last reply was from “Guest” and not directly from Tony. So strike the middle paragraph. Since I am not registered, I can’t edit the original.
Nikki

I thought it was, but some others have covered that; either call the front desk (which is what I would have done), or put the DND sign outside the door. She’s traveled enough, so I would have thought she would have known that. (the OP, that is) Either way it goes, the housekeeper or maintenance guy trying to get in should have verified with the front desk first to see if it was occupied. Me – I’d have lit into someone for trying to get into my room like that. There’s no excuse for that without checking with the desk.

As far as recoding keys, that’s supposed to happen with every new guest that comes in, or when a key is lost (as opposed to “I left it in my room”). Desk clerks are supposed to verify ID no matter what, and housekeeping is either directed not to let anyone in at all (and send them to the front desk), or call the desk AND verify ID. If the desk doesn’t care enough to ensure my security by doing any of the above, I ask for a manager and ask for new keys to be made – and then keep one of the old keys to verify that the lock has been re-coded. (Travelers, if you’re not already doing this, I strongly suggest you do.)
Ed Boston

” put the DND sign outside the door”

I have had, and seen, kids running through halls of hotels at night turning around those signs so it reads “maid service now”. I’ve noticed as of late that most of those signs don’t have the two options on it. Probably because of those problems.

As for the recoding the key problem, something like this, http://salestores.com/uspatroljb53.html?gclid=CNLVltim0bQCFYl7QgodgBsABQ, might be a good option too. While it may not actually stop someone from coming it, it’s going to make a lot of noise and hopefully drive them away.
Nikki

lol, I’ve never seen that (kids turning signs), but I’m not surprised that it would happen. I think I’d have had a fit.

And the alarm!!! omg, that’s a fantastic idea. I wonder why more travelers don’t get those!
Nikki

No idea what happened to the post I originally had here – but… I’m not surprised at the idea of kids running the halls and turning signs. I’m sure it’s happened – I’ve just never seen it.

And as for that alarm… Love that! I wonder why more travelers don’t have them… I’d suggest that too!
Ed Boston

It’s still showing from my end. Saw it the first time. Must be Disqus messing up again.
TonyA_says

That might be worse than the Priceline room :-)
TonyA_says

I know someone who did night security for another nearby upscale hotel and he got stabbed by one of Bobby Brown’s posse when he tried to break up a fight.
TonyA_says

Emanon, what he told you is not consistent with the findings of NYS Tax Appeals Tribunal:

The reimbursement-rate calculation is performed annually, and the end result of the calculation determines the hotel’s reimbursement rate for the year. The reimbursement rate for a participating hotel by Marriott Rewards varies depending on the brand and the volume of redemptions at the hotel, and takes into account two factors. To the extent redeemed room nights are less than 2.5% of all paid room nights for a particular period, the reimbursement rate is $15.00. Redeemed nights above 2.5% amount are reimbursed based on the hotel’s “RevPar,” Marriott’s term for the standard revenue per room at the hotel. The end result of this calculation is a flat rate, classified as a percentage of RevPar. Based on this calculation, a hotel will get 70% of RevPar, or 80% of RevPar, etc. Generally, the more rooms are redeemed by a hotel, the higher percentage of RevPar it will receive. But no hotel would ever get 100% of RevPar.
Nikki

rofl – I won’t tell if you don’t!
emanon256

That’s really strange. Could that be just for NY? He did tell me the recalculate the $ amount per point from time to time, but nothing about a percentage. That’s seems counterintuitive. Why would a hotel ever take any points reservations if they get $15 for the first 2.5%? The hotel where I spoke to the GM was at close to 100% occupancy every night.
TonyA_says

I believe the loyalty participation program is same worldwide.

In Marriotts case the reimbursement amount is fixed on a 13 month rolling basis.
But that amount is decided by the formula described above. If the hotel had a consistently high occupancy rate and it booked more room rewards, then it wil get more compensation for reward stays.
Adam1222

No. The signup bonus for getting the credit card is 16,000 points.
Leslie B

We have stayed at a Comfort Inn Suites in Albany, Oregon. It is a very nice property. On the way back to our home in California we spent the night at a Comfort Inn in Redding, CA. We learned quickly there is a big difference in the cleanliness and quality but maybe it was just this property? Will make sure to be more careful next time.
Jeanne_in_NE

Have to disagree a little bit with you on the “Comfort” and “Quality” thing. One of my all-time favorite places I’ve stayed was the Quality Inn in New Orleans near the French Quarter. Affordable, clean, fantastic hot breakfast buffet, super friendly folks (they could actually pronounce my name with one syllable without being prompted!) who remembered us on every trip in/out, worked with me to get reservations sorted out during NCAA tournament season. Truly “Quality”!

Agree with you that Comfort Inns are hit and miss, but sometimes they’re the only property available on a long trip on the backroads that my husband and I like to drive.

Also agree with you that 9:30 is pretty late by Housekeeping time. That’s what “Do Not Disturb” signs are for.
TonyA_says

There is a 10 page thread in flyertalk that you might find interesting
http://www.flyertalk.com/forum/choice-privileges/787942-choice-hotels-property-review-thread.html
Also the 8k point redemption levels for international locations look very interesting.
So not all choice franchises are dumps but many here in NJ/NY/CT are especially near the highways. I have a very difficult time suggesting to friends who ask where they can stsy when they say the are driving through this area.
Jeanne_in_NE

Too funny. I found the “lovely” place we stayed at in Columbus, OH right there on the 1st page as one to avoid. Am appreciating the discussion on properties around Philly, as that’s our next road trip in March. But look, comment #39 recommends the exact same Comfort Inn that the OP disliked so much!
TonyA_says

At least they agree on the musty part. Linoleum is kind of passe so that motel must be old and not recently refurbished to the new Choice style standards.That said, there must be a lot of hotels or motels just struggling financially to remain open. After paying royalty fees, loyalty point fees, GDS fees, and commissions, I wonder what is left for the property owner? Oh I forgot the mortgage.
bodega3

BTW, If you wish to stay in Philly I can highly recommend the Best Western Independence Park Hotel. Now we didn’t have a car so I am not sure what the parking arragnements are, but it was charming, in a perfect location and came as a recommendation from a local. It was a doll factory many moons ago and they did an excellent job in keeping the character of the building. I wouldn’t stay in any Days Inn, Quality Inn or Comfort Inn on the east coast…ever! Beeen there, done that, never again. For road trips, we stay in Hampton Inns (consistant quality), County Inn and Suites and Best Western (pick these carefully, some as great, some not, very inconsistant)
Jeanne_in_NE

Thanks for the heads up. We’re planning on taking the train from NYC, then picking up a rental car in Philly to tour the Lincoln Highway in PA and hit Harrisburg on our way back to Philly and home. Lots of good info on that FlyerTalk thread Tony sent – some good Choice properties and some bad Choice properties. Unfortunately the bad outweighs the good in the Atlantic States area. Back on-topic: it would be nice if franchisees were held to some Corporate standard and that standard enforced. Then experiences such as the OP’s would be rare.
http://rb-builders.net/index.php?option=com_k2&view=itemlist&layout=category&task=category&id=3&Itemid=116 Virginia Beach Builders

Wow. What a experience. This is quite common in some places. But in my opinion The Choice Hotels didn’t give her enough compensation on this one. That is called false advertising. Where was this hotel located?
http://rb-builders.net/index.php?option=com_k2&view=itemlist&layout=category&task=category&id=3&Itemid=116 Virginia Beach Builders

Wow. What a experience. This is quite common in some places. But in my opinion The Choice Hotels didn’t give her enough compensation on this one. That is called false advertising. Where was this hotel located?
Nikki

West Coast isn’t much better for Choice properties. I had a 22-room block going to a Clarion in Anaheim for a family member’s funeral – most of them were flying in from the South Pacific – and it was nothing short of a nightmare (close-to-condemned building, bad service, etc). I vowed never to do that again – and I was working for a Comfort Inn at the time. These days, my boyfriend and I stick to Staybridge Suites when we travel. Sure, I can get an employee discount if it’s available at another Microtel or Wyndham-branded property, but at least at Staybridge, neither of us are ever disappointed.

Best Western recommendation (other than Independence Park, which is wonderful – from soup to nuts!): If you’re headed into Cocoa Beach, FL, get yourself a suite at the BW there. They’re very reasonably priced, their service is excellent and it’s a stone’s throw from the Cocoa Beach Pier.
TonyA_says

Jeanne,

Maybe you already know this, but let us do some math behind these FREE REWARD stays (like the OP did).

She said she spent 16,000 points on that dirty motel.

Note that when members earn 16,000 points staying and paying at Choice hotels, those hotels PAID Choice for those points.

Since members make 10 points for every dollar paid in room revenue, then 16,000 points meant $1600 in room revenue (assuming the member did not accumulate the points by just shopping). The hotels that earned that $1600 have to pay Choice a 5% fee, or about $80, for the Choice Privileges program (on top of another 4-5% royalty fees). In other words, the hotel properties themselves FUNDED her free stay.

The dirty hotel where she redeemed her free stay will be paid by Choice a reimbursement rate of about 40-60% of its Average Daily Rate (ADR). If that property’s ADR is (let’s say) $80, then that dirty hotel would have made a low $32 for a reimbursement rate. But remember since the reimbursement is considered revenue, the dirty hotel must pay Choice about 4-5% of that again as royalty fees.

So let’s see, Choice collected $80 from the hotels for the 16,000 points and then gave one of the hotel no more than $30 back for a “FREE” stay. So Choice pocketed a cool $50 and let the properties duke it out with irate customers.

I wonder what is the incentive of franchise to be too strict to its property owners since they might revolt and end the gravy train for the franchisor.

I think Elliott was right when he said that mileage and point award plans are quite a scam. :-)
TonyA_says

Re: “We’re planning on taking the train from NYC, then picking up a rental car in Philly to tour the Lincoln Highway in PA and hit Harrisburg on our way back to Philly and home.”

My family used to live outside Philly (on the so-called mainline and Route 30, the Lincoln Highway). As I recall the drive on U.S. 30 to Lancaster (Amish country) was very pretty. Since this was a day trip to us (usually just to buy shoofly pie and eat ice cream), I can’t suggest where to stay.

How much time do you have? I am not sure about the drive up to Harrisburg (not pretty). Maybe you can consider driving more West towards Chambersburg, then head south on I-81 towards Shenandoah Nat. Park. Maybe return the car and fly out from Charlottesville. Sorry if I recommended a huge detour. But if you haven’t seen Shenandoah yet, that place is one of the prettiest places in the USA (IMO). Alternatively, you can keep driving West on US30 and hit Latrobe at visit Arnie’s own golf course, then fly out of PIT. :-) My advance apologies for not minding my own business.
GirlyGirl

There are plenty of hotels (even as part of a reputable chain) that don’t measure up in the cleanliness department. Safety, however, is another matter. How do you make it up to your customers when you put their safety at risk? Even if they were not “harmed”, the clients were clearly intimidated by the pounding on the door and someone with keycard access. Frightening.
http://www.facebook.com/akardoff Alan D Kardoff

I would have not stayed in the room.
http://www.facebook.com/akardoff Alan D Kardoff

How oftendoes a hotel/motel state it is next to an Adult Emporium? Also, people frequenting such places expect a clean room too.
Winston

I AM a Diamond Traveler (40+nights/year) with Choice Hotels: they are what they are: lower to middle end cost, (all I want is a relatively safe room, a bed, free 24hour coffee, and free internet) …and I stay in all of them: Econolodges on up to Comfort/Qualitys to Ascension and Clarions…But Choice is pretty damn good at making good either at the front desk or at coproarte level if there is a problem…you just have to directly and calmly describe the problem, and what you’d like to happen… I have found Choice Hotels on the whole a lot more flexible either at site or corporate than either Marriot or Hilton properties (and I USED to patronize them until they just got so damned expensive)….
TonyA_says

Hi Emanon, did you read the news about Starwood suing Le Parker Meridien (NYC and Palm Springs)? Starwood accused Parker of cheating – falsifying occupancy rate to 95% and up so they could get a higher SPG Reimbursement rate. The lawsuit said the difference in reimbursement would be more than $200 LESS if the occupancy rate was less than 95%.

http://loyaltylobby.com/2013/01/09/update-on-starwood-vs-le-parker-meridien-parker-palm-springs-law-suit/

Man, who can you trust as partners nowadays?
emanon256

I didn’t. Wow! Thanks for sharing. This whole dynamic is so interesting. I am still scratching my head about what the GM told me.

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