ComplaintsforComfort Inn North/Polaris

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stay Feb 17 18 Lock Problem Yahoo Mail/Sent **** ****** To:gm@comfortinnpolarisohio.com Thu, Feb 23 at 8:43 AM Comfort Inn North/Polaris (OH366) 8400 Lyra Drive Columbus, Ohio 43240 Complaint Case # ******** We checked in with no problem. The desk attendants were nice. They told us we were in room 209. When we attempted to unlock the door with the provided key cards, it did not unlock the door. I went back to the desk and explain the key card did not work. They rekeyed it. I went back to the room with my wife and the key card worked. We opened the door and walked in. We noticed a bag on the desk. We exited the room and I went back to the desk saying that someone was in the room. They looked surprised and realized their mistake that they gave us the wrong room. The desk attendant said she made a mistake and gave us the key for room 219. These keys worked and we went into the room, dropped off our bags. My wife went to freshen up and sent up her CPAP machine for the night. I went to the lobby to visit with some friends we were meeting there. I went back to the room and freshen up, unpacked, and got the room ready for the night. After about 30 minutes, we went to meet our friends for dinner. We closed the door and did not notice anything out of the ordinary with the lock. Upon returning to our room, the key card did not work, no lights at all. Like the battery was dead. I went to the desk and told them the key card did not work and there were no lights. The said the key was probably no good and gave me a new key card. I tried the new key and it did not work and no flashing lights. I went back to the desk and the young lady went with me to the room with her master key card and it did not work. We went back to the front desk. She talked with the older male desk attendant. I think they were trying to figure out why the lock did not work and what to do. I asked if a manager was available and was told they were out of the country. They called an acting manager, I think her name was ***. Still no answers. The male front desk attendant took the master key card and went with me back to the room and he had the same results, no flashing lights and the door stayed lock. He kept asking me what I wanted and I said in my room. He said he could not do that. I asked about calling a maintenance man in to open the door and they said they do not have his number. We were very tired from our drive and wanted to go to sleep. After waiting for an hour for a resolution, I asked for another room for the night. He gave us room 212. This room had 2 queen beds, not a king like I reserved. But my wife and I were exhausted from the drive and wanted to get to sleep. We accepted the room. My wife requires a CPAP machine to sleep with every night. Continuous positive airway pressure (CPAP) machines are one of the most common treatments for obstructive sleep apnea (OSA). People who suffer from OSA experience a blockage or collapse of their airway during sleep, which causes them to stop breathing for short periods multiple times throughout the night. Her machine was locked in room 219 and we had no access to it. She did not sleep well that night without her machine. I have a circulation problem in my legs and need to wear sweet pants to keep my legs warm. If I do not wear long sweet pants my legs get extremely cold and will wake me several times throughout the night. I don’t sleep well when this happens. My sweet pants were in room 219 locked! I woke early from a rough night of sleep and decided to have breakfast. I checked with the front desk on the status of getting into our original room to get our stuff. They said a maintenance guy was on the way and he will open the door. The front desk said I would have to move my stuff from 219 when it was opened. I was in the breakfast area and saw the maintenance guy. I spoke with him and he said that he will have the room open in a few minutes. I waited in the breakfast area drinking coffee with my friends. He came down and said the room was open and the door ajar and to get my stuff. He said that he would have come last night if someone called. I told him they did not have his number. I asked if it was something we did, he said no and I should not be charged for the lock. I went to room 219 and started to move my stuff to 212. My wife woke up and I told her the room was open and to get her stuff. It took about 30 minutes to move everything to the room 212. My wife and I got cleaned up and then went down stairs for breakfast. All our friends asked about our room problem and what was going on. I explained everything to them and they were very concerned. We went back to the room after breakfast and the key card did not work again. I went back to the front desk and told them the key did not work. My wife and I were having some anxiety over the keys and a real concern if the door would not open. We did not want a repeat of the previous night. Saturday was a complete bust for my wife and I. We were too tired from the lack or good sleep that we did not enjoy much of our day. We were just too exhausted. After lunch we returned to the room and took a 2-hour nap. We were extremely tired. During this whole encounter, I checked with the front desk and asked about being compensated for the first night stay. This was not our fault that the door lock was bad. The daytime front desk attendant just said he was working on it. His hands were tied and had to get approval from the fill in manager (***). After several discussions with the front desk, I found out that the first night was not full compensation, but a partial. We were billed $50.00 for the first night. This is unacceptable. Over the weekend my friends stayed in touch with us and I told them what the hotel was doing. They were all surprised and appalled. This group has used this hotel for many years and we had over 20 in our group. This is appalling and a slap in the face. On top of that, we are being billed for a broken lock that we had nothing to do with. A $40.00 up charge. I am retired military and stayed in many hotels all over the world. Some 5 star, and others is 3rd world countries. I have never been treated so badly as I have with Comfort Inn North/Polaris. There is no consideration or compassion for paying guest. I have experienced lesser problems at other hotels and got full compensation for one night. This is normal practice across the hotel industry. Because this has developed into a larger problem and I have to get Choice Hotels involved, I feel a FULL REFUND is justified. My bill for the rooms has a charge $50.00 for the first night then an addition charge of $40.00 for a dead bolt lock. My hotel Reservation was for $209.50. After all the fees for the extra room and lock, I am paying the same amount as what I reserved the rooms for, $209.50. Do you see a problem? THIS IS UNACCEPTABLE. This is a Hotel MANAGEMENT problem and they should accept the responsibility for their problem. Because of the pour customer service from the management of this hotel, I am asking for a full refund. This problem should have been handled correctly at the local hotel level and never been elevated to Choice Hotels. But it has reached this point. I will accept nothing less than a full refund of the weekend of $209.50. Shinning stars from this whole weekend. The 2 front desk people were very professional and showed compassion for our problem. ******* works evenings and was very helpful, compassionate, and understanding. She is a rather new employee and tries hard to do the right thing. She is a shining star. ***** is the daytime front desk person. He made phone calls to the acting manager and I felt he was trying to get them to give us full compensation for the room and not charge us for the lock. He is a shining star. One other is the maintenance man that opened the door. He had a genuine concern for us. **** ****** ****'s Oil and Synthetics Independent AMSOIL Dealer ###-###-#### I have copies of charges and receipts if needed. Facebook link where I posted my review. ****************

  Business response

  05/08/2023

  WE DID GIVE HIM REFOUND ON FEB-2023 BUT HE COULD CALL ME GM AND TALK TO ME IF HE WAS NOT HAPPY THAT REFOUND BUT NOW . I GIVE HIM FULL REFOUND

   

  Thank you,

   

  ***** *******

  General Manager

  Comfort Inn

  8400 Lyra Drive

  Columbus, OH 43240

  Customer response

  05/08/2023

  The credit credit card on file with the Hotel was got hacked and it is no longer active. 
  
  Can you send a check or you can put it into my Paypal account at     ******************

  My address is

  **** ******

  *** ****** ***** ********** ** *****
  
  Thank you
  
  
  
  
  

  Business response

  05/11/2023

  Good morning . I have talked to my boss , they said when guest gets his New card, he will see his money trasfared  . They are not issuing a check or putting another money to his new card, because we already refund full to the credit card on file. I emailed guest his receipt shows full refund.

  
  

  Thank you so much

  ***** ******* 

  
  

  Customer response

  05/17/2023

  I accept the business's response to resolve this complaint.
    I called the Owner / Manager and explained everything.  She assured me that the money would be in my account is about 10 days.  Today the money was deposited and all is good. The Owner/ Manager and I struck up a friendly conversation and I would stay there again. All is good.

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