Comfort Inn & Suites Newark Liberty International Airport

I booked a room at this hotel because they offered complimentary shuttle services from the airport to the hotel, and from the hotel to the airport. When I arrived at the airport, I called the hotel and front desk for over 30 minutes, but no one picked up. Frustrated, I called a Lyft and finally got to the hotel.

When I went to the front desk, there was someone working the desk, and I was wondering why they never picked up the phone. I showed them my phone log and all the times I called the two phone numbers listed. They mentioned that there must've been something wrong, because they never got my calls. Frustrated, I asked if they could reimburse me for my Lyft ride, to which the worker graciously said they will try to do their best. They said that they could try taking the price of the Lyft ride off of my final bill, but I booked the room via points. So they said that they will talk with management and see what they can do. I thanked them, and I told her I would call the next day to follow up.

The next day, I called and I was able to talk with Shahid. I told him about what happened, the numerous calls to the hotel, and the possibility of a reimbursement. Instead of trying to resolve the situation, he passed the buck and told me there was nothing he could do because it wasn't his or the hotel's problem that the shuttle services could not pick me up. I reminded him again that I called the hotel multiple times over the span of 30 minutes, and no one picked up. I tried to get him to see that it was partly the hotel's fault due to either the phone not working, or staff failing to pick up the phone to my calls. To all of this, he replied that ultimately, the shuttle services are COMPLIMENTARY, and therefore, no obligation to make it right because if it is not available, then it is not available. He said that I can try contacting the shuttle services, but there was nothing else he could do--nor was he willing to reimburse me for the Lyft ride. I tried one last time to try to get him to make it right, mentioning that I am a Choice Platinum member--to which he said there was nothing that he could do (or willing to do).

Such a shame that the manager/hotel is not willing to overlook a $25 fee for reimbursement for my Lyft ride, as other than that, my overall experience with the hotel itself was great. The room was clean and spacious, the breakfast was decent, and they had the necessary toiletries (including shaving cream). However, I will make sure that I avoid this hotel as long as Shahid is the manager.