Comfort Inn & Suites Carrollton — Hotel in Carrollton

Racist/Rude General Manager…Rayette Gibson-Chapman. I want to bring to your attention an employee who is a liability and a disgrace to the Best Western brand name. On 10/2 I booked a reservation for 10/20 thru 10/22. After a long flight into Atlanta I drove an hour to the hotel located in Carrollton, Georgia. I arrived around 11pm and was informed they had overbooked the hotel. For the inconvenience I was given a complementary night for a future date. This was put in writing and the business card of the General manager Rayette Gibson-Chapman was attached. I was told to contact her to book the future reservation. I came back the next day to schedule the reservation date but was told that this person would not be in until 3pm. I then had to travel back to Florida and which time I started leaving phone messages but didn’t get a return call. Yesterday she actually answered the phone and I explained why I was calling and she said she could not find my name. I explained that I had the documentation that I was provided and would be glad to send that to her. She said then became very rude didn’t said she didn’t care about what I had. I asked her why she was trying to get out of this commitment and asked for a little common sense and courtesy. I then asked who she reported to and she said no one and that she was the general manager. I replied that everyone has a boss and she responded back that she was it. She then went into a ranting session and I told her that this was lowest class customer service I had ever experienced. She then called me White Trash and hung up. I don’t know how Miss Chapman determines skin color over the phone but I doubt this is the type of employee that Best Western wants to employ to represent their brand. I recently saw the add campaign that Best Western was running for their Plus hotels and decided to take a chance from the regular Hotel chain I normally use which by the way I ended up staying at that night. I don’t usually take the time to write out a complaint but my peers urged me to report this racist and rude...

Took awhile to get our room because it was saying our card was authorized but declined??? Even though we already paid online; card number was listed for them incorrectly. We get our keys and unload, the room is a twin queen and we paid for a king. Our second room was absolutely disgusting. Dresses had soda stains, tape on mirror, splashes on doors, hair outside of tub rim, cigarette ashes in tub and a bug (gnat or flea) crawling in the tub having a great time in the ashes. I didn't touch the bed, the bathroom was enough. We showed the guest representative it had never been cleaned, looked like in a long time. Third room we were given the floor reeked of pot. Whoever they have cleaning on the first floor doesn't clean. You've been warned. After driving 6 hours each, we had to spend another hour running around to rooms. I'm allergic to marijuana and had to spend four nights with my nose stuffed and draining going to work during a pandemic. The police got involved because this hotel has a drug problem and the manager was livid! The police said they couldn't breathe and the smell was all in the hotel. They couldn't find where it was coming from, that's how bad it is. The guest representatives lie to corporate about the drug problem. The manager said he didn't care if there was one to ten reviews about the issue. Even though we never asked for a refund, he claims he does not give them! Then it turned out we had been double charged from the beginning not being able to get checked in. The manager also said his staff cleans the rooms and they don't DURING COVID19! If you're brave enough to stay here and you end up going to the hospital unable to breathe; you might just end up owning this hotel. I asked the manager's opinion on this and he said, "I don't answer...

Awesome hotel at a reasonable price. We were very impressed with our stay here. We used to stay at Choice Hotels most of the time but we have noticed the quality of many hotels in this chain has degraded over the years. That being said, I had to think long and hard to find any constructive feedback at all for this hotel. It was a 99.9% positive experience for us. The employees were extremely nice, the rooms were very clean. There was no mold/mildew smell which is what I was most concerned about, as I am hypersensitive to mold and this seems to be more and more common in hotel rooms, (and was a problem in the Hampton Inn next door to this hotel). The breakfast was good, there were plenty of luggage carts, and they allow pets to stay with a reasonable pet deposit of $25 per night. The only constructive feedback I would have is to make sure the lotion/shampoo/conditioner dispenses are full after each guest leaves, as our lotion was empty. Other than that, the beds are a little hard for my taste, but perfect for my husband, which is a personal preference only, not a negative. Very comfortable stay. Definitely choose this Comfort Inn over the Hampton Inn next door. That particular Hampton Inn has some positives such as a very friendly staff and a choice of grab n go or very good sit down breakfast, but unfortunately these positives are overshadowed by the dirty, smelly, moldy and...