On July 30, 2011, I spent one night at the Comfort Inn at 155 Samoset St. in Plymouth, Mass.
The room rate was to have been $142.49 as confirmed with reservation made 6/24/11.
Due to a cancellation initiated by Comfort Inn, the reserved room was not available when I arrived. An alternate room was offered at a higher rate. I requested that the hotel honor the original confirmed rate. That request was agreed to and authorized by a manager contacted by the desk clerk over the phone.
However, no charge summary was offered at checkout, so I asked for a copy of the bill. The bill presented to me was for the higher rate rather than the rate agreed upon. The desk clerk attempted to correct the bill but was prevented from doing so by safeguards built into the computer system. It being Sunday morning, there were no management personnel on the premises to handle the problem. The desk clerk said that the manager, Angela, would be in Monday morning and would correct the charge. Angela was to Email me a corrected folio. The desk clerk made a copy of my reservation confirmation at attached it to the bill that had been presented to me.
A week later I had not received any Email or other correspondence regarding the correction to my bill. On Monday I sent a follow up Email, but by the end of the week, had received no response from the hotel. So far, as of Aug. 13, the issue has not been resolved.
In general, the Comfort Inn offering compares poorly to what we have become accustomed to at Hampton Inn at comparable prices.
The "free" breakfast (i.e., included in the price) seemed to be designed by accountants rather than innkeepers:
-- Cereal is in big bins, not in individual packages.
-- There was no fresh cut fruit.
-- Only two kinds of coffee: regular and decaf - no Robusto (my favorite)
-- Limited supply of yogurt and muffins.
-- Orange juice was an "orange drink" mixture.
-- Breakfast room is small and poorly organized
Upon arrival, I found the air conditioner turned to "off," obviously a cost savings measure. I also discovered the next morning that the in-room refrigerator had been turned off, with no signage alerting me to the fact, nor clues on how to turn the thing back on. I reported it as broken, but was told by the front desk that their policy is to turn the refrigerators off after the guest leaves.
I am not inclined to stay there again.
Room Tip: Get promises in writing before you leave.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
11 October 2011
In reponse to this guests comments, it is our policy to only hold reservations that are guaranteed with valid credit card. This was not the case in this reservation. When this guest made his on-line reservation, he used an invalid credit card (it came back declined.) All reservations must have a valid credit card or they will be released. Several attempts were made to contact this guest using the phone number he provided on the reservation. When the guest arrived to check-in he was advised that his reservation had been cancelled due to a declined credit card. At the time of check-in our rate was higher than the discounted rate he attempted to book. We did offer him a room and to honor his discounted rate. The adjustment had to be made by a general manager, not the front desk agent, he was aware of this. The adjustment went through to his credit card as promised.
The breakfast is a brand standard designed by corporate. providing many hot and cold choices for our guests, with a variety of eggs, meats, fruits, cereal, etc. If a guests has any issues the front desk has to be made aware, or we cannot correct the concern. Our front desk is staffed 24 hours per day/7 days a week.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
