Comfort Inn & Suites Redwood Country — Hotel in Fortuna

We were on vacation for my husband's 50th birthday with our four children along the coast of California. One of our stops was at the Comfort Inn Redwood Country - Fortuna. We chose the hotel as it had a swimming pool and hot tub for our children and booked a large suite with a king and 2 queens that offered free cancellation until 16:00 the day before arrival. When we arrived in the late afternoon my husband checked in, his credit card processed, and as he was handed the room key, he was told the pool was not working. There were two men who appeared to be with maintenance and they were overheard making a joke that he’d fix the pool when he got around to it. My husband replied to the front desk clerk that it was really unfortunate as the kids had been waiting all day for the pool. When he returned to the car and relayed the information to the family, the kids were understandably upset. We went back into the lobby to ask to check out as we really needed a place with a pool. They said we could leave but we would be charged the full rate for the room. Even though we hadn’t even stepped into the room, it was past their cancellation deadline. When I asked to speak to the manager the maintenance guy came over! Apparently they are one and the same at this property. He had no compassion and came across smug and righteous as he said there were no refunds because my husband was told at check in about the pool. So “too bad”. His words. I begged him to reconsider and he offered a discount of 50%. That wasn’t good enough for us…they weren’t delivering what we had purchased…a pool! We hadn’t even stepped into the room, their website was still advertising a pool (incredibly as I write this two weeks later, their website still doesn’t reflect the out of service pool), and we were never informed of the pool being out of service before the cancellation deadline. We left with a van full of upset kids and a feeling we’d been robbed. |We contacted Choice Hotels that night to ask for them to reverse the hold on the credit card. After hearing our story they said they would and it would take place within 30 days. They also offered us a Disney World stay at one of their resorts (one of those things you have to go and listen to their time share presentation) so my husband purchased it for $299 that night. We thought everything was fine, and felt good about the hotel chain we were loyal to and my husband used for work. But a week later, the charge finalized on the credit card. When my husband called Choice back to let them know it was no longer a hold but an actual charge, they informed us they had decided to side with the manager and not refund our $190. Needless to say my husband cancelled the Disney World thing right away and we will be switching hotel brands going forward. |This whole thing was incredibly poor customer service. It makes me sick to think they are stealing from families who work hard to give their families a nice vacation. Be careful if you book here. You might not get what is advertised and there’s no refunds after their cancellation deadline, period. It makes me wonder, do they even need to provide a bed? According to their logic, if it’s after their cancellation deadline and you check in, if the bed was missing when you opened the hotel room door you’d be out of luck. Too bad. They still wouldn’t give you your...

This is my 2nd visit to this location. I enjoy the property, the rooms are clean and never experienced any issues.

This visit however, a few things happened.

First, during check in, apparently my company had double booked my reservation. I am a diamond level customer, so i would think you would see 2 rooms reserved, but the double book issue was not mentioned during check in. I received a call later that night after 9pm asking if i had additional people coming becasue they were holding a room in my name. Not sure why it was not mentioned at check in, and i didnt appreciate the late night call, it should have been addressed while I was at the front desk. Also I was not asked if I wanted the bonus points or snack at check in. I assume i was given the points but who knows

Second, On my 2nd day after returning from work at 530 pm. I had not had full maid service. The trash was removed but no fresh towels and the bed was not made. So I called the front desk and she brought me clean towels. I made the bed myself.

Last, On the final day of my visit when i was leaving for work i went to the front desk and told the Lady, I cant remember her name but it started with a P, that i needed a Noon check out so my co worker and I coud come back to the hotel on our lunch break and collect our things and check out. I was told only 1 of us could have a noon check out, because she couldnt allow 2 rooms to have a noon checkout. I may be wrong, but diamond level members as a courtesy get noon check outs, and as we are both diamond level i did not appreciate her attitude, or lack of concern to accomodate us. So i asked her again if she would let us both have noon check out and she point blank told me NO. We went back to our rooms and got our stuff and left. Over all I was very dissattisifed with that particular employee, Ive have passed it on to my Team and my company to not book that location anymore. It only takes 1 bad apple to make a location crumble.

Sorry for the negative review, I stay in Choice properties 80 to 100 nights a year, and dont expect that kind of customer...

Our first night was fine. We arrived very late and the check-in agent was excellent. Day 2 our daughter's key would not work and the agent at the desk was very rude to her and would not provide her with a replacement. I spoke with him to provide confirmation that she was a guest there and he hung up on me. I asked for the manager and was told, "he was very busy." I left a message for the Manager David Cisco and never received a return call. Our key's had to be rekeyed 5 times during our stay. I asked another agent at the desk for the manager's contact of if I could leave him a voicemail and was told no. She then told me that she was aware from the agent in the am that I was going to file a complaint and that the was upset about it. The staff never wore masks and when questioned why they didn't (despite the mask being around their necks) I was told it was not required for them. I would not recommend this hotel especially if the Manager doesn't have time to address concerns with customer service. Our room was dirty, i.e. lamp had food on it and the toilet had urine around the bottom. No breakfast available due to COVID, but advertised in the price that it...