Comfort Inn & Suites Balch Springs - SE Dallas — Hotel in Balch Springs

We were charged a $100 incidental fee when checking in. There was signage to this effect but no one else in our group that checked in (5+ rooms) was charged this upon check in. I had contacted the hotel twice to advise them we were traveling with a service dog. They asked for paperwork and acted like we were faking. Anyone with knowledge of the ADA knows that there is no official paperwork and anyone that presents it has likely purchased it off a website. I addressed this and then they said it’s fine it’s fine. I knew it was fine because they cannot legally refuse a service dog unless it is not house trained, behaving poorly, out of control, etc. I also noted this on our reservation that we were traveling with a service animal and I believe that is why they chose to charge us the incidental fee. My husband tried to purchase a pint of ice cream and they would not apply that to the incidental fee. We checked out just after 10am and I was told they would refund once they inspected the room. I realized when I got home that evening that pictures had been sent of towels. 2 minimally soiled washcloths and one more heavily soiled hand towel. I was aware of the hand towel. We had pizza delivered and some hot cheese dip on Saturday night. I was not there and my husband was trying to protect the wood surfaces as the boxes were hot and they had spilled the cheese dip during transit. It was all over the boxes and some got on the towel. The hotel told me that the towels did not come clean. The pictures were sent at 11:52 and appeared to be laid on the bathroom floor. I do not believe any attempt was made to launder these washcloths. I frequently launder heavily soiled white baseball pants in a residential washer and they come clean. If a. Commercial washer cannot launder these washcloths then something is wrong. I understand the grease from the cheese dip might not come out but I have never been charged $50 for towel damage by a hotel. I watched towels handed out from the front desk. I wonder how many of those leave the hotel or if they are all accounted for. The makeup cloth in our bathroom was bleach splattered so it does not seem the hotel is concerned with perfection on towels. I don’t know the wash cycle time on a commercial washer but I would assume it is at least 45 minutes. I also watched as rooms were cleaned and linens were piled in the hallway. It did not appear they were rushing to toss them in immediately to wash. An occasional soiled towel should be considered part of overhead for a large hotel chain. Had I been dishonest and taken the towel would I have been charged $50? I have contacted the hotel three times and emailed the GM Patrick. I was told this morning that Patrick would not be responding to my email because he said the charges are valid. I feel it is very unprofessional to refuse to respond to a guest. No email, no call, etc. i feel this hotel did not like we had a service dog and is looking for an excuse to charge us a fee. The hotel was very clean which I appreciate, but unfair treatment of disabled guests is deplorable and I will not stay at this hotel chain again. I plan to leave reviews on all major sites as well to hopefully save other travelers from experiences like this. Also, the electrical outlet behind the sofa, which was the only outlet available to the right side of the bed, is installed crooked and will not hold a plug in securely. The sofa was being used to wedge the plug...

We were charged the $100 incidental fee when checking in. There was signage to this effect but no one else in our group that checked in (5+ rooms) was charged this upon check in. I had contacted the hotel twice to advise them we were traveling with my husband’s service dog. I also noted this on our reservation that we were traveling with a service animal and I believe that is why they chose to charge us the incidental fee. My husband tried to purchase a pint of ice cream and they would not apply that to the incidental fee. We checked out just after 10am and I was told they would refund once they inspected the room. I realized when I got home that evening that pictures had been sent of towels. 2 minimally soiled washcloths and one more heavily soiled hand towel. I was aware of the hand towel. We had pizza delivered and some hot cheese dip just after 10pm Saturday night. I was not there and my husband was trying to protect the wood surfaces as the boxes were hot and they had spilled the cheese dip during transit. It was all over the boxes and some got on the towel. The hotel told me that the towels did not come clean. The pictures were sent at 11:52 and appeared to be laid on the bathroom floor. I do not believe any attempt was made to launder these washcloths. I frequently launder heavily soiled white baseball pants in a residential washer and they come clean. If a. Commercial washer cannot launder these washcloths then something is wrong. I understand the grease from the cheese dip might not come out but I have never been charged $50 for towel damage by a hotel. I watched towels handed out from the front desk. I wonder how many of those leave the hotel or if they are all accounted for? The makeup cloth in our bathroom was bleach splattered so it does not seem the hotel is concerned with perfection on towels. I don’t know the wash cycle time on a commercial washer but I would assume it is at least 45 minutes. I also watched as rooms were cleaned and linens were piled in the hallway. It did not appear they were rushing to toss them in immediately to wash. An occasional soiled towel should be considered part of overhead for a large hotel chain. Had I been dishonest and taken the towel would I have been charged $50? I have contacted the hotel three times and emailed the GM Patrick. I was told this morning that Patrick would not be responding to my email because he said the charges are valid. I feel it is very unprofessional to refuse to respond to a guest. No email, no call, etc. i feel this hotel did not like we had a service dog and is looking for an excuse to charge us a fee. The hotel was very clean which I appreciate, but unfair treatment of disabled guests is deplorable and I will not stay at this hotel chain again. Also, the electrical outlet behind the sofa, which was the only outlet available to the right side of the bed, is installed crooked and will not hold a plug in securely. The sofa was being used to wedge the plug into the outlet. Outlet placement is not a dealbreaker but bad customer service is. Breakfast was less than average and poorly laid out. I would never take a chance on this hotel unless you bring...

I booked a king suite at this hotel for a one night stay for 3/18-3/19. Upon arrival to the property I was not greeted when approaching the front desk. I let her know that I was checking in for the night and was asked to produce a form of payment and my id. I let her know that I did book through hotels.com and she rudely pointed at a signed that stated they change a $100 incidental fee. I let her know she could have politely asked for payment for the incidental fee. She issued the key cards and again was rude when she stated the room number, Wi-Fi password and breakfast times. I took the cards and proceeded to the room. Once I arrived to the room, it was not a suite so I went back to the desk where I let her know that the room she assigned me to was not a suite. She told me that I didn’t book a suite. I let her know that I did book a suite and showed her my email confirmation. She said well it is not our fault if the place you booked through didn’t send us the correct information. I let her know that I purposely booked this room which was more expensive due to there being 3 people staying in the room so we needed the couch as an extra bed. She continued to argue with me that I didn’t book a suite and told me that I would have to call hotels.com. I went back to my room and called and the representative who confirmed I did book a suite. She put me on hold to call the front desk. After a few minutes she came back and stated that the person at the front desk was picking up the phone and then hanging up on her 3 different times. The representative asked that I walk to the front desk and put her in speaker. When I got down stairs, there was a family was at the front desk and their room hand been given away to another person. After waiting about 45 mins for her to finally assign them to a room that was “out of order” and they were told did not have a working sink. They agreed to accept because they had no other choice. Then it was finally my turn. The hotels.con representative let her know that I did book a suite and she continued to argue with us. Hotels.com requested that she refund the full amount of the booking since they did not have any other rooms for my family. She said that she cannot do refunds without the owners approval. At that time the owner call her cell phone and the hotels.com representative asked to speak with him. He was also no help and actually had the nerve to tell ask us if we wanted him to ”go to Walmart and buy and mattress”. At that point the hotels.com representative stated that the call was being recorded and that there will be an investigation and she demanded that I was reimbursed the full amount. The owner agreed but said that he would do it tomorrow. Needless to say my family and I had to gather all of our belongings at 11 o’clock at night and find another hotel to stay at due to this poor excuse for management/ownership at this property. Do not stay here unless you want to be treated badly and not get what you...