Comfort Suites Arlington - Entertainment District — Hotel in Arlington

Unfortunate this trip wasn’t a pleasant one due to the hotel staff members. This is one of my favorite hotels and I only had one issue with the front desk employee from a past trip. The front desk employee charge me for my service animal, and violated my HIPPA and ADA rights. The employee refused to removed the charge and demanded that I show him paperwork and was asking all kinds of questions.

So when I checked in for a recent stay. The front desk employee (Monica) made me feel uncomfortable. Because she kept implying about the past issue of my HIPPA and ADA that were violated by the other employee? And she kept saying he was wrong and that she doesn’t have a problem with me? Which I didn’t have any problems with her or anyone else at the hotel whatsoever except for the other employee that violated my rights.

Monica kept stating we were good and that she didn’t have any problem with me? But implied that the previous GM (Brittany) had spoke negatively behind my back? Which is odd because she was nice when I was there. I meet the new GM (Angel) when I checked out, which seemed to be nice when I meet her in person. I communicated to Angel that I didn’t like how I was made to feel at check in on this stay, because I only had that one past issue. I don’t deal with gossip, and it was unnecessary, uncalled for, and unprofessional for me to be told this by an employee what the previous GM stated regarding my ADA and HIPPA rights being violated. My stay this trip was booked so that I could relax, because it was my birthday and I had a test to take.

The new GM seemed nice and sincere at the time, but stated that she looked up ADA and that the hotel can ask 5 questions. Which I told her under ADA the hotel can only ask two questions and that I didn’t have to show paperwork. Obviously she didn’t go to ADA website. I called Angel today because she told me to let her if my $50 wasn’t refunded to my card.

Only for the GM (Angel) to try and provoke me into an argument, which I have the entire call recorded of how she was speaking to me. I contacted my bank but they didn’t see in their system where the release had been initiated. Angel stated; that she didn’t have any information to show that they released the hold. And that I can file a dispute? Which I told her that I can’t file a dispute because the hotel hasn’t collected the money, and that my bank referred me back to the hotel.

She was being very rude and kept over talking me. Again, I have the entire call record. I called her because she told me to let her know???

I told her that the bank asked me did I have the refund transaction ID number so they can try to locate the refund but Angel stated that she doesn’t have to provide me anything and that she can’t help it if I don’t like to wait???

She said all of that, to say what? Because just like her. I don’t care if this issue hasn’t happened to any other guest. I just want the hold to be released on my money. I explained to Angel that my bank just needs something stating that they released the money like an email or provide the refund transaction ID.

She said; that she didn’t have to do anything and that it could take up to 30 days for the hold to be released? Because she has known that to happen before? And that it was my choice to stay there at the hotel and I was the one that gave the hotel permission to authorize the charge because I didn’t have to stay there???

She was very argumentative and upset more than me about my money. This is unprofessional behavior. I will be filing a complaint against this hotel for defamation, because it is very clear that my reputation is being defamed due to gossip and false statements made by the hotel employees, and the fact that my HIPPA and ADA rights were violated and the hotel knew what their employee had done.

The new GM behavior is intentional, so that I wouldn’t book there at the hotel again.

I have stated at this hotel for years and never had an issue until now. Which she has a boss and this type of behavior should not be allowed for staff to treat guest in...

My name is Preston Cooper. My son and I stayed at Comfort Inn and Suites, 411 Road to Six Flags, Arlington, TX, from Sept 29 to Oct 1, 2023. One night when we returned from dinner, I smelled smoke in our room. (Neither my son nor I are smokers). I immediately called the front desk to let them know. I was told there had been several guests on our floor who had complained about smoke. They assumed someone had smoked in the hall, and the fumes had wafted into the rooms. They assured me I had "nothing to worry about." When we checked out on Oct 1, I requested a copy of my bill, which I always do. All the charges were correct. So when I got my credit card bill at the END of October, they had added a charge of $250. for smoke cleanup. I tried to call the Comfort Suites directly, but they dropped my call three different times. So I called both Choice Privileges Customer Service, as well as Choice Privileges Mastercard (which I had paid for the stay with). Both offices said they would file a complaint for me, and both said that since I was a long-time Choice Privileges Gold member, and a C P Mastercard holder, they felt the property would reverse the charge. I never heard back from anyone regarding the outcome of the complaints, so I called back several times during the next couple of months to check. At some point, in December, an agent from either the C P office, OR C P Mastercard told me the matter was taken care of. I WISH I had written down the agent's name. I assumed that was the end of it.|So on April 1 of this year (!!) I received a letter from C P Mastercard that the $250 charge had been reinstated. I called C P Mastercard twice, and had a lengthy discussion both times with their representatives. I was told that each time back in the fall that I had called, called again, etc, a complaint had been filed with Comfort Inn and Suites in Arlington, and it was the property itself that had consistently rejected my request to reverse the bogus charge. I also found out the fact that the property didn't communicate with me about the $250 charge (I wasn't aware of it from the day I checked out, Oct 1, until I got my credit card statement at the end of the month) to my credit card was actually a violation of the credit card agreement. Further, I found out the Comfort Inn and Suites in Arlington, to back up their refusal to reimburse me the $250, had sent C P Mastercard their copy of my bill for that weekend, which included the $250 charge, but it was printed in December, two and a half months after my stay! So after finding out this information, I asked C P Mastercard to file a complaint one last time, in early April, and it was also rejected. |This has been a nightmare for me. After I recently sent an email to Choice Privileges corporate (and I cc'd the Comfort Inn and Suites), the corporate office called me and gave me 30,000 C P points. For everything I've been though, I would still like my money back. The representative from C P corporate said it was still up to the property (and not C P) to agree whether to reimburse me or not. To date, the Comfort Suites in Arlingon has never communicated with me. Through all this, I think Choice Privileges is still a good hotel group, but this particular Comfort Inn and Suites is a very...

My name is Preston Cooper. My son and I stayed at Comfort Inn and Suites, 411 Road to Six Flags, Arlington, TX, from Sept 29 to Oct 1, 2023. One night when we returned from dinner, I smelled smoke in our room. (Neither my son nor I are smokers). I immediately called the front desk to let them know. I was told there had been several guests on our floor who had complained about smoke. They assumed someone had smoked in the hall, and the fumes had wafted into the rooms. They assured me I had "nothing to worry about." When we checked out on Oct 1, I requested a copy of my bill, which I always do. All the charges were correct. So when I got my credit card bill at the END of October, they had added a charge of $250. for smoke cleanup. I tried to call the Comfort Suites directly, but they dropped my call three different times. So I called both Choice Privileges Customer Service, as well as Choice Privileges Mastercard (which I had paid for the stay with). Both offices said they would file a complaint for me, and both said that since I was a long-time Choice Privileges Gold member, and a C P Mastercard holder, they felt the property would reverse the charge. I never heard back from anyone regarding the outcome of the complaints, so I called back several times during the next couple of months to check. At some point, in December, an agent from either the C P office, OR C P Mastercard told me the matter was taken care of. I WISH I had written down the agent's name. I assumed that was the end of it.|So on April 1 of this year (!!) I received a letter from C P Mastercard that the $250 charge had been reinstated. I called C P Mastercard twice, and had a lengthy discussion both times with their representatives. I was told that each time back in the fall that I had called, called again, etc, a complaint had been filed with Comfort Inn and Suites in Arlington, and it was the property itself that had consistently rejected my request to reverse the bogus charge. I also found out the fact that the property didn't communicate with me about the $250 charge (I wasn't aware of it from the day I checked out, Oct 1, until I got my credit card statement at the end of the month) to my credit card was actually a violation of the credit card agreement. Further, I found out the Comfort Inn and Suites in Arlington, to back up their refusal to reimburse me the $250, had sent C P Mastercard their copy of my bill for that weekend, which included the $250 charge, but it was printed in December, two and a half months after my stay! So after finding out this information, I asked C P Mastercard to file a complaint one last time, in early April, and it was also rejected. |This has been a nightmare for me. After I recently sent an email to Choice Privileges corporate (and I cc'd the Comfort Inn and Suites), the corporate office called me and gave me 30,000 C P points. For everything I've been though, I would still like my money back. The representative from C P corporate said it was still up to the property (and not C P) to agree whether to reimburse me or not. To date, the Comfort Suites in Arlingon has never communicated with me. Through all this, I think Choice Privileges is still a good hotel group, but this particular Comfort Inn and Suites is a very...