Comfort Suites Clayton - Garner — Hotel in Clayton

Awful customer service!!! If you want to a room for the correct date, if you want to be charged the agreed upon price, and you want to be treated respectfully, do not stay here.

We booked the local hotel in town for my daughter's wedding. About a year in advance we made arrangements for a dozen additional rooms for out of state guests. We were given a decent rate and told to have our guests book early, many of which made reservations 3 months prior. We live in town and made regular visits to the hotel in person, and spoke to them on the phone numerous times. We hand-delivered the hotel a full list of the names of our guests in advance, as well as reservation dates, with our phone number and email address in case there were any questions. A number of our guests notified me that they were not given the discounted rate, while other guests were told they had no reservation on file, and to make matters worse when my daughter (the bride) called to see if she could get an early check in time on her wedding day, she was told her reservation was for Friday night and there was no room for her on her wedding night!!! This was a reservation that was confirmed by phone and in person at least three times, including one day before. How could they mess up so badly? On top of all of that, one of our guests did not have running water in their room, and the toilet was not bolted to the floor in the maid of honor's room!! Unfortunately in the hustle and bustle of getting ready for the wedding we were not told all that our guests had been experiencing, some of which had reservations for 4 nights at this hotel. When we got back to the lobby around 9:30 that evening, we all congregated in the area that was clearly designated for that sort of thing. There were chairs, couches and tables, with a big TV for this common area. My husband and his brothers are big sports fans and my brother-in-law asked the staff if they would turn the TV on mute, just so they could get the scores, while we continued to visit, but the staff refused. Not only would they not turn on the TV, they were embarrassingly rude to our guests, and obviously annoyed with our presence in the common area. After repeatedly being harassed by the staff, we retreated to our rooms for the night and met for breakfast the next morning. Some of our guests brought in bagels, biscuits, donuts, and we had mounds of left over wedding cake which we generously shared with the evening staff the night before, however the feeling was uncomfortable and we felt unwelcome in the breakfast area. In fact one of our guests told me later she felt like they thought she was stealing the complimentary coffee. We tried to ignore the lack of hospitality, we were supper happy about the wedding, and just wanted to enjoy the company of our dear family and friends. But then the final straw occurred during check out. The bride and groom were departing for their honeymoon and asked us to check out for them but we ended up meeting them in the lobby. While they were still in town, they reviewed their account, taking financial inventory before their trip and discovered they had been erroneously charged 3 times for their one night stay. And in addition all 3 charges were for different amounts, shorting their honeymoon funds over $400. They immediately requested a correction but the desk clerk said there was nothing she could do. She blamed it on another staff member, saying she did not cause the error and she would have to get the hotel owner to make any adjustments to the account. Of course it was a Sunday morning and the owners were unavailable. Two weeks later the hotel has yet to correct the charges, or try to contact us in any way. The charges are now being disputed and corporate has been contacted.

I honestly cannot believe the experiences we had and I am mortified that I recommended this hotel to my family and friends. We did not need anything special, only to be booked for the correct dates, charged the agreed upon price, and treated respectfully. We did...

So here goes a rant.... My family and I were displaced from our home for 7 days due to a leak in our kitchen ruining our hardwood floors (Jenkins Restorations was awesome). Our insurance (Nationwide 👍) booked us as close to home as possible with a potential 10 day stay as well as 2 king suites for our family of 5. The afternoon we arrived at the hotel to check in, we were informed that it had not been approved by our insurance yet due to 3rd party booking.... WRONG.... I don't think either of the front desk people knew how to use the computer system because they went ahead and put us in rooms and it was only a matter of time before they said everything was fine with the insurance. So at this point we had already been assigned rooms on separate floors but it was immediately changed to adjacent rooms then once the initial reservation was found from out insurance we were put in conjoined rooms as it should have been to start with. Well they worked all of that out and then we get to our rooms to find that the key cards didn't work. Finally we get settled and a half way decent night of sleep to wake for their breakfast. The older lady that set up the breakfast watched every move made by every guest and especially my two small children. The donuts were stale, the tea packets out dated, the eggs watery, the bacon greasy and not thoroughly done, bagels were hard and they only had whole milk ...maybe a few 2% but no fat free. Next issue...my entire family became sick with fever, congestion and cough during our stay and I missed an entire week of work because of it (no work,no pay). On to the next, we are on day three at this point and miserably sick when house keeping came in at about 9:30/10 and we happened to still be in bed so I just asked for towels, well when we woke, one of my littles had wet the bed and I wanted the bed changed but was informed that because it was after 2pm they could only give me sheets to do it myself because I had my DND sign on my door that morning which I did NOT. I wish I knew the name of the house keeper that did my mom's room that day because she was the most awesome employee during our entire stay and she was willing to go above and beyond to help us out. The linens were changed that evening by me as well as the following day by house keeping. During our 4th & 5th nights stay there were people above my room making a lot of noise late at night when my children were asleep and when I complained to the gentleman at the desk he didn't even look at me just nodded and said ok like I was bothering him, needless to say the noise continued. Lastly, on the day we were leaving, as we were headed out the door the front desk made it a point to inform us that the folks below us were complaining about the noise interrupting their Superbowl "watch party". Ooops, almost forgot, there is mildew in the ceiling vents of the bathrooms and Lord only knows where else. I'm sure this place may be suitable for a couple nights if you were out and about during the day. BEWARE OF THE customer service...

If I could give this place zero stars, I would.

If you're looking for a sign here it is!!! DO NOT BOOK THIS HOTEL.

ESPECIALLY FOR A WEDDING!!

I recently had a wedding in Clayton and I had been referred to this hotel by the owners of the wedding venue. I booked my bridal room almost a year ago and the hotel lost my reservation not once, but THREE TIMES! Not only that but I had to be on the phone for 45 minutes on my wedding day to make sure I had a room because even though I spoke to someone on the phone exactly one week prior to confirm my reservation, they lost my reservation AGAIN!

I had at least 10 rooms rented by my out of town wedding guests and the employees at the hotel lost several of their reservations as well. Not to mention, that most of my guests had to argue to get the pricing that the hotel manager had given us for blocked rooms and I had to call on behalf of a number of my guests.

On top of all of that, one of my guests didn't have running water in their room AND in my maid of honor's room, the toilet wasn't even secured to the floor!!

With all of this going on, on my wedding day, we put our requests in to the front deak and all rushed off to the wedding. When we got back to the lobby around 9:30 that evening, we all convened in the area that was clearly designated for that sort of things. With couches and tables and chairs and a nice big TV. My family are sports fans and it's peak college basketball season, so my uncle asked one of the women at the desk if she could turn the TV on but on mute so they could watch the basketball game. Not only did they refuse, but then proceeded to be super rude to my family for talking and being in that area of the hotel.

After all of this, my new husband and I get ourselves ready to head out to our honeymoon. We hand my parents the keys to our room and ask them to check out for us. I get not even 5 minutes up the road and notice that the hotel has CHARGED MY ACCOUNT 3 TIMES FOR A ONE NIGHT STAY! Not only that but it's 3 different amounts, none of which were the agreed upon pricing for our room. When I went back to the hotel to ask about these charges, I was told that once the charges were on my account, it was out of their hands and there was nothing they could do about it.

Before the end of my wedding weekend, this hotel not only caused a tremendous amount for stress for me and my guests, but also charged over $400 to my account that was intended for use on my honeymoon.

Heed this warning before it's too late. DONT...