Comfort Suites Mason near Kings Island — Hotel in Deerfield Township

I am posting in my recent interaction with the Choice Hotel, OH470 in Mason, Ohio. On July 10, 2024, we made the decision to book 2 rooms with this particular hotel due to the location near Kings Island. I called at 9:45 p.m. to let the establishment know that we were running behind due to watching the fireworks at Kings Island. They were very friendly about being late. When we arrived at the facility, myself and my spouse and our child and grandchildren proceeded into the lobby. There was a gentleman at the counter seeking compensation and lodging his complaint and concerns with his stay. He stayed one night out of his multi night stay. I proceeded to start checking in, handed the front desk personnel my drivers license for identification. While listening to the gentleman speaking to the other front desk clerk, he lifted the sleeves on his arms and revealed the numerous bed bug bites on his arms. At that time, I became concerned as I am allergic to most little bug bites, ( I swell up around the bite site, turns into welts, as well as causing breathing issues) I at that time asked for my Drivers license back. I asked if I could cancel my reservation for the 2 rooms. (at this time I had not given my credit card to the front desk). They lady then went to the back with the other lady and waited until the police came to the property. I then called the 800 number to speak with Choice Customer services. I was given a Case ID: 12269197. I was told to phone back after 24 hours to get the update. Well imagine my surprise when I called back, I was informed that I was a "NO SHOW" and that they were denying my refund back to my credit card. I asked for the GM of the property and the contact information. I phoned the hotel, and asked about the denial, of the charges back to my credit card, Her Response " Was that I showed up to the property, I overheard the conversation and I left without giving them a chance to show me the rooms for inspection" Why do I need to give you my credit card to process and complete a check in to look at a room? I'm sure that if I would have completed this process, I would have bigger issues than what I am having now. While speaking with her, she also proceeded to say: " Well if you would have stuck around when the police arrived, she stated that the other patron that they phoned the police on supposedly said that he was having an allergy reaction to strawberries" The patrons had video of the bed bugs crawling on the bed and the wall beside the bed. The patrons wife, recorded the entire incident with the staff and the police showing up. As a mom, wife, grandmother, I was not going to subject my family to the potential exposure to bed bugs. All I am simply asking for is my credit card charges to be reversed so that I do not have to cancel my credit card and or file for a chargeback. As per the slogans on the Hotel website: If they truly follow these policies, then they should have properly disinfected and cleaned due to the policies and procedures of bed bug infestation. I have time stamps on my phone from being at the property, my life 360 app and phone call logs. As a large company, I am asking for my cc to be refunded. Thank you for your attention in...

Staff was not friendly during our 4 day stay, I witnessed this with many guests not just us, including all staff not just the counter, the staff did not run card per policy, wr arrived after 5pm and we called we were still coming, except the staff awaited our arrival and requested a new card, not allowing us to run the card on file, I guess it cost them more not to have the a card to run, perhaps they didnt want it to go through chiice system, they would have run the card in choice if we didn't show up, we did not have the card with us. Also they ask to leave a card for extra charges, we paid them out of pocket for waters at their counter, never needing the card they had, Did not greet us to welcome us upon arrival, they did not acknowledge we were members, did not offer us a gift nor did they mention giving us the points instead of their gift, we did not see anywhere they not clean our room the entire stay, which they didnt, we were informed about their cleaning "policy" on the 2nd day, they said they ckean in 3 days but leaving on the 4 th morning they never cleaned, we were already committed to staying at this point, we couldnt leave. further they did not replenish any toiletries, nor clean towels nor coffee the entire time. Seemed a crime to ask for coffee replenish down at counter, socks on floor near elevator and pool, trash on floor on elevator, trash stacked on an a item coming out of the elevator, these items remained til after 9:30 am the next day, we requested 1st floor because it was best that we had it, however we was placed on the top floor next to elevator. Ice cold eggs and sausage, I even heard another guest say to the counter staff, how do you expect us to eat this?, the next day in the breakfast area there was trash on each counter, on the tables, laying near the trash can, guy behind the counter never attempted to pick it up, etc. It appeared their was not anyone taking care of adding food, nor throwing away the garbage from others in the breakfast area, with the can full, garbage was everywhere, one side of the toaster would not work,mold or dirt in guest water container, the bathroom next to the breakfast area, did not have toilet paper, garbage over flowing and trash on floor in bathroom, it appears someone came in our room and turned off our a/c while we were out, but never replensihed anything. The no fresh towels and not cleaning is a big deal for us, we could have stayed in a air b and b if we wanted to clean and wash towels our self. Instead of being friendly, the crew seemed to stare at you, even when the crew met in the public guest breakfast area, they stared and become quite while we walked by, very strange there, not have not one staff member not say anything, or greet once in that many days very weird. You would have to force an answer to get them to speak, weird...

If I could give this less than 1 star I would. I payed for a two night stay for me and the wife for kings island from 9-9-22 to 9-11-22. When we checked in the man seemed agitated that we were there and didn’t even give a smile during check in. After I checked us in around 4:30pm for room 212, we took our bags to our room and left to do a little shopping for around 3 hours plus getting food. Around 830pm we decided to jump in the pool, it was bitterly cold and smelled like dirty mop water. I would imagine they hadn’t used any chemicals recently, and just the overall atmosphere in the pool area looked dingy and unkept. Me and the wife both rushed to our room, because we now smell like sour water. We go to take a shower and find there is black mold on the ceiling in the shower area, the toilet also didn’t look like it was cleaned very well. The wife decides to look up reviews herself and we seen there was a review with bed bugs, we check and no bed bugs, but I found a dried spot of blood under the comforter and there was hair on every pillow case. The headboard looked like something was sprayed all over it and we could see hand prints from the light shining on it. Everything was dusty, we decided to go complain to the front desk. The same guy that checked us in, wouldn’t verify our claims or even offer us another room. He told me it wasn’t possible the the pool water smelled sour, because they change the water every week. I asked him to verify what I was telling him and he refused. At that point we were tired and I was furious, so I told him we were checking out and that I needed a refund. He explained because we were there for 5 hours they had to charge for the night and I would be refunded the 2nd night in 3-5 business days. Today is 9-24-22, I haven’t been refunded, so I called them and was told they sent the refund and there must be a problem with the bank. I called my bank and they never received any information for a refund. So in my opinion I wouldn’t step foot in this establishment. We ended up going to a holiday inn a little bit further away and that place was amazing and was only a little more, so I would pick the Holiday Inn over this poorly ran...