Comfort Inn & Suites Somerset - New Brunswick — Hotel in Franklin Township

I never wrote a review on a hotel before until today. I have stayed at more than 90 hotels and manage several Choice properties as well including two Comfort Inns. I am not big on online reviews and after being in the industry for so long I don't get judgemental as I know the effort it takes to run a hotel. I understand it is a time consuming and intense business. I know no hotel is perfect and I often let small and big issues slide frequently, however, this time I had to speak up.

First let me say the room was clean. I admit the positives of this. Now let me mention why I would never stay here again nor recommend it to anyone either. My family and I went to eat breakfast in the morning. Everything was standard as far as food goes. We waited in the lobby right beside breakfast room as we were packed and ready to leave. All of a sudden, the breakfast lady comes screaming down the hallway at us while we are waiting there. She starts yelling to clean up our trash. We were confused and shocked. We quickly proceeded to see what she was talking about as we thought we cleaned the table. It turns out there was one bowl of cheerios and one napkin for our 2 year old baby. Other than this the table was clean and there was no food or trash elsewhere. For one bowl of cheerios and a napkin, she felt the need to walk down the hallway and yell at us and tell us to clean it up. She proceeded to say "This is not a restaurant, this is a free breakfast, clean up your trash." We were so upset that we told the front desk associate about this and he actually agreed with her. We work in the industry and I have personally helped the breakfast attendant at our properties on a regular basis. We found this situation to be offensive. I have cleaned up after guests at several of our properties. I do not go chasing them down to clean up their trash, they are guests and they should be treated with respect. If she was too lazy to clean up, she should have simply told us politely, and we would have done it, even though I am not sure what she is being paid to do exactly.

To management, this is a disappointing experience because you have a nice property, but your staff needs to be better trained or let go so you can bring those that can enhance your property. We are taught during Choice training, that a good breakfast attendant is the most important position. Right now you are not in good hands. I am sure you have cameras in the hotel, the incident happened between 8:30 am - 9:10 am on November 5th, 2017. The breakfast attendant's name is Balbi. Please look into this matter. If you don't want to listen to me, consider listening to your other guests. She was rude the whole time and refused to put anything out. Other guests were speaking to each other why she was acting so rudely. Also that morning, one of my relatives mentioned to her that one of the bagels had cream cheese on it. She proceeded to wipe it off and...

This place definitely knows how to put the "comfort" in Comfort Inn.

My stay was brief, but pleasant. I arrived late at night and was able to find plenty of parking right near the entrance. I was here for an event so I was expecting to have to park far given the anticipated crowd, but I was happy to find there that spots were readily available near the front. After I walked in, I was able to grab my key (my parents had already checked in, so I was just required to give my name to gain access to the room) from the staffer at the desk and onto the elevator.

The room was spacious enough and clean. There was enough space for all of our things without feeling stuffy. I also liked the ample amount of outlets to charge our devices. The room also has some complimentary coffee and tea with a machine in case you were looking for a late night beverage.

I found the bathroom to be great - enough counter space and towels for our stay. The room also had a large closet to house any additional items you would like to out of the way clearing the way for more space, and a refrigerator in case you needed keep any food items cold (I always appreciate a refrigerator in a hotel room :] ) As for the bed, the mattress was firm, which I prefer, and overall I feel like I was able to get a restful night of sleep.

Amenities include free continental breakfast in the morning and free wifi to the guests. In addition, there is a business center, and area in the lobby for small groups to hang out.

The staff were very pleasant and eager to help with any inquiries. I also appreciated the workers in the morning working the breakfast area, always refilling the stock of product as well as clearing away trash as it piled up. Creates for a relaxing, easy morning before getting the day started.

The hotel is in a commercial park next to other hotels, though the full complex is a little secluded so I had to keep my eyes peeled to spot the location (especially while driving at night.)

Overall I would stay here again if another reason prompts the need. It's a comfortable experience and that's what you're likely looking for when...

We stayed at your hotel in April 11-17, 2024. At that time the elevator was inoperable until the 16th. Why didn't your company advise in advance of this adverse circumstance? My knee was swollen and needs a replacement, not your company's fault, though it surely was painful hobbling up and down the stairs several times per day.

At first your employees put us on the 2nd floor in room 202. Turned out room 202 was already occupied, like how did that happen? Didn't someone see there was another guest in that room?So then we were put in a room on the 3rd floor. An employee carried up our heavy bags. So another floor to climb up, total of 3 flights of stairs!

Additionally, your ice machine did not work on the 3rd floor, so each night I had to hobble down & up the stairs to the lobby in order to get ice at night.

So, we decided to stay at this hotel again August 8-14. The elevator did work this visit, however the door pushed me several times as I followed my husband onto the elevator. The door closes fast after 1 person gets on. I have a left elbow fracture and this was not a welcome thing getting pushed by the door!!! Additionally, your ice machine STILL DOES NOT WORK!!! So each night I had to return to the 1st floor and walk down the hall to get ice by the gym.

Still have not received the "points earned" staying at your hotel. This was the 3rd time I have stayed at your hotel in the last year. I was there August 30- September 3rd 2023.

Not sure if your company should benefit from my business any further. There are other hotels in the area that may be more deserving of our business. We have family living in Somerset, so we visit several times per year.

Inconvenience of no working elevator and the ice machine still not working 4 months later, plus not receiving points from our stay. I guess I will never get...