Comfort Inn Gallup I-40 Exit 20 — Hotel in Gallup

Unfortunately, there is much. I had a total of seven rooms with 10 adults and 10 children. We stayed from Saturday night to Friday morning.

1. Day of arrival receive call that hotel is under renovation and the pool is closed. That was really bad news. Since we have 10 children. I asked the front desk if they could contact local hotels in the area (those connected with choice hotel) to see if our children could go to any of them, they said they would and they never did.
2. I was supposed to pay one lump sum for the entire visit. Upon arrival staff did not know how to do that and began to charge me 149 - 112 - 149 - 112. When I asked, why are you charging per room multiple charges this will not be good on my credit card and I do not want to stand here and swipe my card for each room for seven days - the front desk looked at me and said “we’re not sure let’s just figure this out later” to which I said that’s fine with me.
3. all the rooms had smell of cigarette smoke. And three of the seven rooms requested air purifiers to which the staff said they cannot keep them overnight, but could only have them for an hour at a time??? My personal room 321. I had to keep the window open the entire stay and I had two of my boys with me. It was pretty bad. Upon requesting new rooms, the desk said that they were sold out and not able to change rooms. They then said I could cancel and go try other hotels. But we all know Gallup and that would not be an option on a Saturday night.
4. Sunday morning breakfast was interesting. The waffle machine was out of batter and when we asked for some more batter, the individual that was keeping the area cleaned and refilling the food, showed series frustration with her face and then said, “but that means I will have to make some more”. When we said we have 10 children and I think more will need to be made, the individual had a frustrated face again (to put it politely) and walked to the back closet to whip up some batter because it’s not a kitchen. It’s just a storage room.
5. throughout the six nights day, we had interesting situations with the cleaning crews. Some rooms would be cleaned, and others would not - when we would confront the front desk and ask why our rooms were not cleaned. We would get answers like, “will look into that”, “we will ask the cleaning people”, “we are not sure.” Interestingly, none of them offered to clean our rooms and none of them offered a solution and none of them followed up with us to see if our rooms were cleaned the next day. We would just have to continue each day to come down and ask again and again why is our room not being cleaned to which they would say “we are not sure”.
6. my wife asked for her toilet to be cleaned three days in a row and each time the front desk would say we will let the cleaning crew know and nothing would happen. On the fourth morning I came to the front desk with my wife and my wife asked for a toilet, scrub brush and some cleaning agent to clean her toilet, since nothing has been done for the past three days the front desk handed over a toilet scrub brush along with a cleaning agent and then said, “make sure to have it back here at the front desk by 11”. There was no, “let me take care of that for you”, There was no, “I’m sorry that the cleaning crew is not doing their job. I will do it for you”, There was no, “I am so sorry for the lack of work on our cleaning crew side. Let me clean the toilet for you”. and it was pretty rude to tell us to bring the cleaning equipment back to the front desk quite frankly.
7. on multiple occasions, we had to debate with the front desk to get clean towels. One member on my team requested two towels to which the front desk said “you must give us your old towels for us to give you new towels” … we have never had to trade for towels, I thought that was quite sad honestly
8. speaking of towels - all seven rooms had yellow stained white towels. Now did they smell clean - yes … did they look clean - yes … but why were they ‘yellow stained’ and scattered throughout the towels? It just looked bad.
9. Little things would go missing, one example … we had one of our rooms that had an AirPods stolen from them. Mind you this is something you can buy at Walmart for $15 and so I personally went over to Walmart and bought a pair just to keep things calm but at the same time I had to remind my team to make sure to take all valuables with them because the Hotel staff cannot be trusted.
10. The doors to the rooms were hard to open and hard to close. Clearly renovation was going on, but the rooms we had - you had to either slam the door closed or you had to go up against the door and push it hard to close it. the mechanism was tricky as well. One of our team members accidentally dead bolted the door, just by closing it. We had to ask staff to come and open the door and upon talking about the situation the staff member said, “yeah this happens quite a bit. These doors are hard to open and close.”
11. There was an abuse of marijuana throughout the hotel. Mind you I understand the purpose of medical marijuana but when you’re walking down the hallway all six days and you smell it every six days On both levels of the hotel … I don’t plan to bring children through that again.
12. eventually, it came time around for me to pay, and the front desk made sure to contact me which I was thankful for, and I paid with two different credit cards, but for whatever reason they could not give me receipts for each payment, they could only give me a generalized printout of the entire day. to which, even now I am still doing with my business manager on the craziness of the accounting side for this hotel. Record keeping is very poor and staff does not know what they’re doing. The morning that we left the person that helped me at the front desk said, “I don’t know what they did and please reach out to me if you have any questions.”

** Lastly, we are a church group of 20 people staying at one hotel for six nights. Did we observe more than the usual one nighter - yes. Did we have expectations for staying at a comfort Inn - yes. Do we expect a refund - no Do we plan on telling others to avoid this hotel in Gallup - yes Will someone else have a better...

Didn't like the fact I had to pay more money because I'm a local resident in Gallup, N.M. Matter fact I was denied and told no because my address was on the NAVAJO reservation then after pleading with them that the snow/weather was my reason not driving home so I Stayed there... Had to put cash down and a CC hold of 150. Which would take 7 to 10 business days yet they demanded CC or no room. I had a service animal and was charged a pet fee and pet deposit which both non refundable. I told them my dog was a service animal and I didn't have to pay extra due to my animal being a certified service animal but was told comfort inn was owned privately and they had work around clauses to by pass certain standards and rules. Sort like in house rules and MANAGMENT /OWNER could change rules anytime without acknowledgment to guests or customers. The building is old and poorly managed, rooms are dingy with knock down furniture like the kind you'd find at a thrift store. Towels are yellow, bed topper dirty, stinky and walls to thin I could hear every person walking through hallway and my next door neighbors. The staff were all rude, unapologetic nor did they show any concern towards their guest. Rooms weren't that clean hair on bathroom floor, toilet running all night, ice machine TOO LOUD. Desk pple didn't seem to know how to use the computer software and I seen them always on their phone. The breakfast was horrible, sausage greasy, eggs too watery, orange juice watery, coffee wasn't fresh and yogurt was warm, the breakfast cook weren't wearing gloves, and wouldn't greet anyone and rushed us out of eating area so that she could leave early. I'm very disappointed with my experience and would have thought COMFORT INN had better customer service but the worst part was the manager Shannon she wasn't friendly nor showed up on time I asked the desk clerk if she's often late and was told every day and she told me her excuse was she didn't have a vehicle and had to rely on others to pick her up. Funny I remember every interview I went to I was asked if I had reliable transportation. Yet the manager didn't have to abide by those same rules only because she's higher up? She also wasn't accountable or punctual she showed up 1 hr 15 mins late and she lived 7 miles from establishment and I live 35 miles north of establishment yet I was Profiled as a "local" and was refused then when they said okay I had to pay more, security deposit and had to put cash down, pet fee, pet deposit? She wouldn't rectify their mistakes or mistreatment nor acknowledge reasoning behind their treatment towards local residents and the charges and extra fees I had to pay. She was more concerned with her makeup and hair and constantly dismissed my concerns. She told me if I'm not happy then don't come back and my payment was final and nothing would change that.... I didn't get my deposit back for 21 days when I called I was put on hold countless times...

We are coming in from Texas to Gallup NM for Easter 2025. i made the reservation friday at 12pm for fri to sun stay. we left TX for our 13 hour drive. i called the motel about 2100 on friday night to let them know we would be getting in at 0300 sat morning, and to please not cancel our reservation. the women i talked to was very nice and stated she would leave a message for the night shift. we checked in at 0300ish. While we were out and about, the manager called my husband (his number on the choice app) stating we needed to extend and come to the front desk. my husband told her no that the reservation was for 2 nights, and that he had the confirmation email. the lady stated well your wife needs to come down and pay for another night because we only have her down for 1 night. my husband relayed that message to me. i returned to the front desk, and the explained that i was suppose to have 2 nights, but was told it was only for 1 night. my husband called the corporate office and the CSS saw that we were charged 12000 points, and $154 dollars. yet the front desk kept telling me i only had 1 night . Corporate refunded us 15000 points and then used that for my Sat-Sun night. when i went to check in i was told again that i needed to reserve another night. when i explained what my husband had done and the points being refunded and used. i was met with attitude and muttering. the front desk told me i need to see your card for the incidentals. i explained i already gave it when i checked in. he told me that i needed another one for the new night. (it’s not a new night). when i had explained that the guy at the front told me that i can go somewhere else. with all the trouble and money i was charged i was not going somewhere else! i handed him my cards and he yanked them out of my hand. i told him he did not need to yank them out my hand. he proceeded to lie to me and tell me he did not yank them, and if i did not like it here i could always go somewhere else! i asked to talk to the manager and he proceeded to get her when she came out she definetly had attitude! i asked her if he was going to apologize for yanking the cards out of my hand. he proceeded to lie again and say no. (there are cameras…watch them) the female manager named Amelia, told me if i did not like it all she had to do was cancel my room and i could go somewhere else!! i have never felt so treated and feared that i would be kicked out in the bad weather. i had already paid!! the managers name is Amelia and the front desk guy is Alex. totally bad and horrible people! there is more…like how Amelia’s attitude changed when i got my husband in the phone. because then it became a computer system issue! i stay here every time i come into town. but i will defiantly be taking my points and business to another hotel service!!!

RUDE service from a business that is on a busy...