Comfort Suites — Hotel in Regina

We booked the King Accessible unit due to my disability and the room offered challenges I wasn’t expecting as a disabled person. Plus the policy of no housekeeping for the first 3 days because we booked for an extended stay is the first hotel we have ever encountered with that policy and truly left a lot to be desired. We extended our stay an additional day and when I asked about housekeeping the response was to the effect on having extended our stay by a day. At that point I had to insist on some service as we had barely any toilet paper left as we started out with a 3/4 empty roll. Our towels were not drying hung up from day to day because of how saturated they were from needing 3 rolled up towels on the floor by the shower to prevent it flooding the floor like it did the first shower I took. The barrier free is very good in theory but this one needed to be sloped downwards more or a shower curtain considerably longer to prevent water running underneath to the bathroom floor which was then very slippery to try walking on with my cane or walker, I did not bring my wheelchair into the bathroom as the thick ledge in the doorway was an unexpected obstacle. Then there was the soft sided king bed that I needed a lot of assistance to transfer into far enough so I did not slide right off onto the floor. After a considerable time maneuvering far enough from the edge not to roll off, the bed was very comfortable. All the mechanical equipment noise right outside our window was unpleasant. The breakfast room had an unusual high number of bar height table and chairs that were inaccessible for me to reach the table from my wheelchair and regular tables were scooped up early by families with children understandably so. It is not a pub its a breakfast area before heading out on your journey or like us an extended stay as we are moving. It really didn’t matter if we came early or late it was challenging to find a regular table. All the tables on the exterior of the breakfast room were bar height. For what reason? Poorly thought out design as there was always plenty of room out there if you were able bodied to hoist up on a bar stool. The TV in the foyer was constantly on a tennis match channel. It would have been pleasant to pass some time watching some news, weather or a regular program, no remote anywhere to change it. We brought cards to play but again only bar height tables outside of the closed breakfast room. The desk in our room was not ideal for anything like playing games, plus was needed for my suitcase to be on so I could access it independently. We have stayed in more economy type motels in our younger days than I could all name and all had a small round table to eat at, play games at and do your writing at. Plus all had housekeeping daily plus decent toiletries so I never brought anything from home but wished I had. The ones at Comfort missed the mark completely on ‘decent’. No matter how hard I squeezed the shampoo bottle I only got a dribble. Thought it was empty but could see that there was a couple of inches in the rock hard container and it was obvious you needed brute strength to dispense even a dime size amount, which I never accomplished in my 4 day stay, just small dribbles. Not only would a disabled person find this difficult, but so did my husband. I believe it’s designed to keep your expenses down and profit margin up. The one shining star in our stay was the staff were all kind. Every single one I encountered was a foreigner, which speaks highly of their culture and has nothing to do with Comfort as a business. I should list that for the first 3 days only one elevator was in working order and upon arrival the hot tub was in process of needing to be refilled and heated up (a lengthy process) after repairs. In closing in the breakfast room you cannot independently from a wheelchair access the hot food or even make a piece of toast as bread stays very low when popped, a very kind lady offered to make my toast and bring it to me. I could reach the yogurt in fridge, the muffins in pull out tray and the cold cereals. I can’t leave everything for my husband to do for me as he has his own challenges of low vision and is deaf. All in all the most attractive thing about booking to stay here was the close proximity to our home instead of driving downtown or to the east end of city which caters to travellers as it’s on the Trans...

This is the email we shared with the hotel itself, in an attempt to have them make things right. They have not replied, or attempted to compensate us. Based on the front desk service alone, would not recommend anyone waste their money.

"Our daughter turned 11 this week, and requested to go to a hotel with waterslide. We arrived yesterday to our queen suite at 4pm with our 3 children. The room was nice, there was a couple of things missed by the cleaners (a couple of dirty plastic cups behind a lamp, and some ketchup under the stools), but overall the rooms were very nice and cozy.

We immediately changed into our bathing suits, as like I mentioned the purpose of our trip was to enjoy the pool and waterslide. Well the waterslide was broken down, but kids were sliding down the dry slide and crashing into the end. I went to the front desk and asked them to come and have a look. She came shortly after, pushed the button a few times but wasn't able to do anything about it. We went upstairs to eat supper, came back down and there were about 50 people in the pool area. People were still using the broken down slide, crashing into the bottom, which in itself is a major hazard and should have been closed off entirely if it wasn't working. The pool capacity is 30 plus 8 in the hot tub, the capacity was approximately doubled by the time we went upstairs. The kids were bored by 8pm, and we were getting headaches from the screaming so we went to enjoy our room. When we left the pool area there were no towels, so I went to the front desk to request. No one ever came with any, so we walked up to the third floor dripping wet.

There was a hockey team or something on our floor, as well as a large group of teenage girls who decided to flock the hallway until almost midnight. We didn't call down to complain, because we already figured at that point that the one girl who was working probably wouldn't do anything about it.

In the morning, we went down to breakfast, which was ok. Much like other hotel breakfasts... not anything to mention. We got dressed to go into the pool, and made our way down. There was a lineup of about a dozen people at the pool door, but at 9:15 was still locked. My husband went to the front desk to ask about it, and the lady working was rude and just told him that it SHOULD be unlocked and told another lady to try again. The maintenance guy came shortly after and used his fob to open the door and let us in.  He did have the slide working after a little bit and we were able to use the slide for about an hour before checkout.

The lady at check out didn't say much, didn't ask us how our stay was, only asked if we would like a receipt. No offer to compensate anyone for the issue. She was the first of the front desk staff to say hello and wish us a good day though. Besides the cleaning staff who smiled and said good morning, the staff looked grouchy, and like they didnt want to be there. Overall, we were very displeased with our stay given that the ratings on booking and google were quite good. We expected...

Pretty disappointed and grossed out.

Cleanliness? Not good. There was orange crusty stains on one pillow, and little BROWN stains on the back of the other. The shower curtain was nasty and stained as all hell. I genuinely think our room was not cleaned. Somebody made the bed and put in new bathroom supplies, but that was it. The garbage can in our room is super tiny, takes one meal to overflow the garbage can, but the cleaners only come once every three days “due to covid.”

The shower had no lighting, so as soon as you pulled the curtain shut, you couldn’t see anything.. the lighting in the bathroom was really poor, so it was really difficult to get ready for the wedding we were attending without looking like a clown 🤡

The breakfast was a total joke, yogurt that was nearly overdue, and breakfast sandwiches that are microwaved until they turn into hard, disgusting little cardboard pucks. The “breakfast ambassador” was eating directly out of the warmers while nobody was in line (not food safe so that’s.. ew) and continually touched her face with her gloves on, before touching everyone’s food...

COVID restrictions and social distancing were NOT upheld. The breakfast nook was crowded, tables were uncomfortably close together. The entrance to the warmers where the “breakfast ambassador” was slinging food was very small, so guests were crowding around the area. When it got to the point where I was shoulder-to-shoulder with other guests, I moved to sit down to wait for my two-minute microwaved cardboard puck of a breakfast sandwich, and when I was awkwardly stared at because it had finished, the breakfast ambassador thanked me for sitting down and remaining socially distant. It’s your staff’s job to uphold that, lol. Tell the guests to sit down. Get card numbers to call them up in an organized manner.

Seems like management is inexperienced or doesn’t know how to put their foot down and coach their staff to ensure better, compliant customer service.

Lastly: The “marketplace” says 24 hr access, but you need permission from front desk to enter. There was almost never somebody at the front desk. If it ain’t gonna be 24 hours, it may be a good idea to not advertise that as such, or to include directions on your info sheet.

I would not recommend you choose this hotel for your stay anytime soon. It’s unfortunate that it’s location was...