Comfort Suites Dover University Area — Hotel in Dover

Spouse and I arrived at the Comfort Suites Dover De on 7 Mar. We had a reservation for a “Presidential Suite, 1 Bedroom Suite, In-room whirlpool, Living Room, Sofabed-1Person, Free High-Speed Wired Internet, Wet Bar, Microwave and Refrigerator, Flat panel TV, Hot Tub - 2 Persons, Sofabed-2Person, Desk with Ergonomic Chair, Free High-Speed Wireless, Recharge Device, Clock Radio/AM-FM, Air Conditioning, Free Local Calls”, using our guest privileges points for a free room. Normal check in time was 3pm. We arrived about 2:40pm and I asked if we could check in early. I told the desk clerk we had a reservation and asked if the room could be on the first floor. He looked over his computer and said yes. We did the check in procedure and he gave me the keys. I went to the room and it was a standard king room. I went back to the front desk and told him the room was suppose to be a Presidential Suite room. He told me he was not going to give me a Presidential Suite room using my points. I used the lobby computer and found my reservation on the choice website and printed it. I showed the printed reservation to the clerk and again he said he was not going to give me a Presidential Suite room using my points. (The Presidential Suite room normally was $145.00, the normal king was $65.00, but both were still only 10,000 points each) I called customer service. I explained the situation to the person. She asked me to go directly to the on duty manager and explain my situation. I explained that the only person here was the front desk clerk. I asked her to call the hotel and see if she could get me my Presidential Suite room that I had a reservation for. She put me on hold and checked with her supervisor. She came back and said she would call the hotel and put me on hold again. She called the hotel. I could not make out the conversation on the desk clerk with her. She came back on my phone and explained that she made no progress with the clerk but asked me if the normal king room would be ok, as it was a king. I said no, I have a confirmed reservation for a Presidential Suite, and that’s what I wanted. She put me on hold and again to discuss this with her supervisor. She came back on and said she would call the manager directly and speak with him/her, and put me on hold. She came back on and said she had spoke with the manager but needed to speak with her supervisor again and put me on hold, again. She came back on and said that the hotel manager said that the room was being refurbished and was not available. I explained to her that the choice website still showed a Presidential Suite room available, even after my “check in” so they should have a Presidential Suite room available for me. She said she was sorry but the manager said it was being refurbished. It was and still is my opinion that the room was available for me, but the clerk didn’t want to give me a $145.00 room when they could save it for a cash paying customer and make me take the cheap $65.00 room. I told the customer service rep that I wanted to check out and get my points reinstated. I told her I could check out but that she had to call the hotel and check with them before she could return my 10,000 points to my account. She asked if she could hang up, call the hotel and get my points reinstated, and that she would call me back. I said that was ok and hung up. I checked my phone, she and I had been talking/on hold for 56 minutes to get to this point. I turned in my room keys, got my luggage back in my vehicle and drove to the Sleep Inn in Dover De. Once she had called me back and had confirmed that my points were reinstated, I call reservations and made a res with the Sleep Inn. The Sleep Inn was a wonderful stay. Later I had a friend call the hotel and inquire if the presidential suite was available,...

Diamond member (stayed here on off your several years, don’t plan on ever returning after last stay) and never thought I would have to leave such a negative review either nor seen this place rapidly decline like it is and that just proves how some staff members, even managers can cause a business to get such a bad reviews and as a female who travels alone I feel I need to make other future female guests think about booking there, at Comfort Suites ..the stay Aug 26, 2025 room 214, not even 30 minutes after settling into the room before I received a call (room telephone) from fairly new male employee named Jay, asked me if I was expecting anyone, I stated no, he said okay I am coming up then, never stated the reason or need for his presence up on second floor or near my room, open door and there was no one out in the hall or near my room that looked or sounded like anything to be suspicious of and around 3:30 to 4:00 PM, FYI I did not see Jay ever come up or near my room after he made the call to me in my room, so what were his intentions???? even though the place has a constant turnover of front desk staff, males in particular never have I received a call on the room phone, right after check in stating those comments from a male employee at the front desk..Jay never stated to me why he felt it was necessary to call me at the room with those comments, not even the next morning at check out, the last time I stayed there this summer asked about a certain room on second floor Jay stated no availability asked about room on third floor Jay stated the general manager said only use first and second floor, later that evening I noticed lights on in many rooms in the third floor, I think that employee Jay is an issue of all sorts….secondly, the shift changed early evening and another male front desk employee, another new employee in last several months who apparently does not understand the job and importance of watching the cameras, the inside hotel property, right before dark I saw him out front numerous times walking in front of the building and then around 9:30 PM I saw the same employee leave the front desk and hotel property he was supposed to be monitoring and walk next door Tom businesses for food purchase, WHO IS WORKING AT THE HOTEL AND MONITORING THE CAMERAS OF THE PROPERTY, APPARENTLY NO ONE, that should be concerning for every guest..since the recent staff changes I have noticed the continental breakfast provided is slim pickings, there are only few boxes of cereal, never any fresh fruit, few yogurts (nothing like the previous front desk staff had) the coffee area had a used coffee cup with a used spoon and sugar all over the counter the evening before and the next morning as well, perhaps the reason recent reviews stated the dining area had ants ….now onto the cleanness and comfort of room 214, it wasn’t happening, the shower curtain had a strong odor of mold and mildew, the exhaust fan in bathroom didn’t work, the bed, bedding smelled like a wet haired dirty dog, the hvac/ac unit rattled with such noise it could not be used…the hotel is very old and worn, serious need to update the rooms but I don’t see that ever happening and until recently this hotel experience in the pass few years was much more comfortable…there still are numerous staff members there who do work hard to make the hotel pleasant for guests ….however, with the new/current front desk staff there I would question the safety of the property, I would recommend alone female travelers to NOT stay at...

I have been a loyal customer of Choice Hotels since 2005 and very saddened by my recent experience at one of the Comfort Suites locations in Dover, DE (1654 N Dupont Hwy). I booked two nights at this hotel yesterday using the points and cash rate. The reason I selected this specific location is because the room I chose included an in room whirlpool. When I arrived at the hotel I was given a regular King room without the whirlpool. I spoke with Dimple at the front desk who said their hotel policy is not to allow customers to book the whirlpool room by paying with points and cash. I explained that I booked the room directly through the Choice hotel app and was allowed to select and book that specific room which is the only reason I was visiting their hotel. Dimple checked and confirmed they didn’t have any more whirlpool rooms that night but she would leave a note for the manager (Mr. Patel) to move me into the whirlpool room for the second night of my stay. Since she promised to change my room the next day I told her I would stay at that hotel instead of canceling my reservation. This morning I received a call from Mahesh (general manager) at 11am(doubt it was a coincidence he called me at checkout time) who very rudely told me that he had a note from Dimple about my room change request. During this conversation Mahesh spoke to me in a disrespectful tone and volume and said he is not switching my room because of their policy to not give the whirlpool rooms to guests who pay with points and cash. I explained again that I booked that specific room directly through Choice hotels and that Dimple promised me the night before I would be moved into the correct room for my second night. Mahesh said there was no way Dimple said that to me and it didn’t matter because he wasn’t changing my room. He also used these phrases several times throughout the discussion: “first of all” and “that’s the end of it” when trying to argue with me instead of doing the right thing for a long time customer. I was so shocked of how he was speaking to me that I actually had to stop him and ask him if this is how he normally speaks to his customers. I felt so disrespected and feel Mahesh acted in an unprofessional and unethical manner. I decided to not stay at this hotel for a second night because of the horrible service I received from the “leader” of this hotel. I filed a formal complaint about this experience with Choice hotels and hope someone at the corporate level takes action on the behavior of their employee, Mahesh. He does not display the characteristics of someone who values customer relationships and should NOT be in position where he is the representative of the Choice...