Comfort Suites Gainesville Near University — Hotel in Gainesville

Friday, 8/16/24: Our safe malfunctioned preventing us from accessing money and valuables on an evening where we were attending a function (event). When we contacted the front desk for assistance (Joycelyn), she told us that there was nothing that she could do. When we pressed her to contact someone (e.g. General Mgr or Maintenance) who could help us because we needed to access items in our safe, she told us that the only person who could help was over 1-hr away and, no one else was available. We pleaded with Joycelyn for help but she responded: "Oh well, sorry, but I can't help you". We missed the event and were very late for a meeting. There was no sense of urgency, we were left on our own. Friday, 8/16/24: When we returned, we asked the front desk (Nadine) for a 7:15am wake-up call (Sat. 8/17/24). We repeated the time and she confirmed. Friday, 8/16/24: We saw & spoke to Zach about our safe. Zach was very helpful and told us he'll contact the 'safe guy', Creed who'll come to our room next day, Sat., 8/17 by 7:30am. We requested that someone from management contact us. Sat., 8/17/24: Never received a 7:15am wake-up call. When we called the front desk, they confirmed that there was no note for a wake-up call nor was there a note about our malfunctioned safe. And, no one from management contacted us. Sat., 8/17/24: Creed (the safe repair man) came to our room (409). When we told him about not being able to access our safe from the night prior, he said: "Why? All they had to do is call me. I would've been here to fix it. It wasn't a big deal". Creed repaired and opened up our safe. Check-Out: Monday, 8/19/24: Prior to check out we requested to speak w/ the GM, Juan Ortiz. Joycelyn went to his office (door was open), then she closed his door and told us that he was not available. We asked again that we wanted to speak to him because we saw him sitting at his desk, she returned to his office then Zelda (Housekeeping) came out to talk with us. We asked her why we couldn't speak with Juan, she told us that he's busy and asked her to handle the complaint. We told Zelda that it looks like Juan Ortiz is hiding in his office & doesn't want to speak with us. She grinned and apologized stating that the GM, Juan Ortiz told her that he would call us the next day. We told her that it was unacceptable that the GM who's responsible for the hotel is unwilling to meet with us, Zelda went back to Juan Ortiz's office and he came out. We explained our dissatisfaction with the series of events and how it impacted our stay; Juan Ortiz told us that he was unaware of the events as there was nothing noted on our folio. We shared our concerns: Lack of training for his staff; not knowing how to handle matters; not documenting guest records; not responding properly; and exhibiting little to no concerns. Juan Ortiz told us that he doesn't work on Sundays and couldn't help. We were shocked by his 'hands off' conduct as if it wasn't his problem and more disturbing is that Juan Ortiz sent his staff to speak with us instead of demonstrating proper leadership. Juan continued giving us excuses about the safe citing that it was a 3rd party vendor who handles it; but the safe is located in his property and it wasn't our fault that it malfunctioned; he responded by reiterating that there was nothing he could do because we paid a $2.00+ fee to have the safe in our room. Juan became visibly frustrated while tapping his watch stating that because of our request to speak to him, he missed a very important meeting. We were shocked! Because of the above-mentioned series of events we have no intentions of returning to Comfort Suites, especially the Gainesville Near University location. It is our observation and recommendation that GM, Juan Ortiz should get trained on how to handle guest issues/concerns; not find excuses; take ownership that ALL matters associated with his property are HIS, not the guests. Also, front desk staff are not trained properly (lack of documentation; escalation process to deal with critical matters; keeping guests informed / updates; contacting the GM if /...

I am currently staying in the hotel due to business, and have had one of the worst experiences ever and I travel for a living. I have never stayed in a hotel that does not clean your room if you are a long term guest because they “prioritize guests visiting for football games”- words that were said to me by the manager Mike. When I checked in I was advised they would clean the room every 3 days unless requested prior to the 3 days. I checked in on the 16th and my room was not cleaned after the 3rd day. I had requested my room to be cleaned on the 24th since it had not been cleaned since the day I checked in when I called the front desk to ask why it had not been done yet. I was advised the request would be put in, unfortunately it did not get cleaned. On the 25th I went to the front desk in person and request for my room to be cleaned, when I encountered the manager Mike who was very rude and nasty when I tried asking questions in regard to housekeeping for future reference, he told me “ I don’t have time to deal with this because he have other guests” when he stated that there was NO ONE in the lobby but him and I. My room finally got cleaned on the 26th, 10 days after my check in…. My second issue while staying at this hotel happened today, as I had difficulty breathing due to bad air quality in the room which leads me to believe there may be mold, mildew, or just bad air quality over all in the room. So I went down to the front desk and was attended to by another rude lady (I couldn’t get her name). She tried to make every excuse when I asked her if I could please be moved to another room as I was having difficulty breathing. She gave me the run around for about 20 minutes and was very unpleasant. She finally changed my room and asked how long it would take me to move my things. I advised her to give me a couple minutes as I needed to pack everything to move, I have been staying here for 2weeks now and have quite a few things to move. After a while she came up very rudely again and told me I needed to hurry up and get my stuff out as I had told her it would only take a few minutes. It is very inconsiderate to be rushed and treated as I have been by the manager and the employees. My third issue is the hotel modified my reservation without advising me and changed my check out date to 13 days sooner that it actually would have been. How can a hotel even do that without letting you know? I did not ask nor give permission for my reservation to be changed. I have never experienced such unprofessionalism and rudeness at any hotel. I would NEVER recommend anyone to stay at this...

Desk employee (new and didn't know better) gave my room number to a random man who ended up calling me with a creepy/seductive/inappropriate phone call twice and I had to file a police report and talk to the police department 4 times during the night as the individual ended up being suspicious, potentially stalking me from over 6 hours away, and using a false name and story to justify his calling me to the cops and the general manager refused to give me a refund because we still technically stayed the night even though we hardly slept. We had requested a late checkout which they granted but then it was encouraged by the cops we leave asap and obviously we felt uncomfortable being in that room so we checked out early and the only thing the manager would offer was a late checkout to sleep more since we didn't sleep the night before... When we repeatedly said we were trying to leave asap. He claimed his employees were following policy, which maybe they were, but his refusal to discuss the event with his employees before telling me he couldn't do anything to help (the employees themselves were very apologetic and I have no problem with the staff aside from the GM) and even offer me the slightest discount for my troubles and blame the whole thing on the customer when he knew the cops were involved is why I will never return to this place. He kept quoting policy saying he wasn't able to give anyone refunds... Sorry but I've gotten discounts and refunds for significantly smaller staff blunders than actually giving out my location to an unknown caller without verifying that I knew the individual first. Serious security breach. What if this guy was an abusive male after a female? Unacceptable. On top of this, they left the checkout information with our first and last name, departure date, and account number on the outside of the door when they already knew we had a suspicious individual potentially stalking us. There shouldn't be any identifying information other than maybe the room number on that paper. The GM did not address the issue and the event will likely occur again. He should not be running this hotel. I was not trying to get his employees in trouble and it seems there will be no learning...