Comfort Suites

I'm a gold member with Choice, so I stay in lots of their hotels. If not for Vee, one of the breakfast staff, this would have been one of the worst in my years with Choice. At $99 per night, this is not what I would have expected. When we checked in, a humidifier was running, and our room was 86 degrees. We turned the air to 61 degrees and left for dinner. When we returned 1.5 - 2 hours later, it was still in the 80s. We stayed 2 nights and were never able to change the air from 61 degrees. It was hot in the hallways, and we noticed that many room doors were propped open by the morning cleaning staff. Those rooms were warm too. After one night, I was coughing. The 2nd day, when we left, my lungs were definitely feeling the effects of being in a high-mold area. I'm not usually sensitive to these things, so it must have been really bad. You could definitely smell the mold. Choice Hotels should require this hotel to undergo an inspection and mold remediation before remaining on its list of approved hotels. The only great thing about this experience was meeting Vee. She offered great information about what to do and see in St. Mary's. She is a wonderful asset for the hotel.

Service animal was not accepted even with documentation (picture ID card) and backed up with Dr letter stating it was for “medical purposes” and listed services performed, I.e. not emotional support. Cost was $35.00 per night not listed on website. I could not cancel as I would loose my reward points used for the late arrival reservation. Reported to Choice Hotels corp office, they never responded via email but an agent did call the location. Manager lied to them stating my service animal was for emotional support and there would be no refund to my account. I emailed Choice a copy of Dr letter and Picture ID. No official response to my complaint. Best to contact any hotel’s management before booking with service animal you are traveling with so you are not subject to an unreasonable fee each day.

I am incredibly disappointed with the lack of professionalism and basic customer service from the management at this location. I had to call several times just to request an item return and repeatedly asked for a callback from the manager, Jeannine Morris. Jeannine completely refused to face the situation, choosing to hide behind her front desk staff instead of addressing a customer directly. Even after I escalated the issue and reported her to Corporate, she still failed to call me back. It is clear she is a coward who is entirely unwilling to face customers or handle sensitive issues. The only saving grace of this establishment is the front desk staff. Elise and Jordan were extremely helpful, polite, and did the best they could given the circumstances. Thank you both for your efforts. As for Jeannine, her complete lack of accountability is a disgrace to the company. Avoid this place until they hire competent management.