Comfort Suites Vero Beach I-95 — Hotel in Gifford

Re: our experience with a staff member of the Comfort Suites, 9050 Americana Way, Vero Beach, 32963. I am filing a formal complaint with the GM, and with Comfort Suites Corporate on the afternoon/evening desk manager Samantha, who was very rude, snide, argumentative, and condescending to my husband and then to me during our phone inquiries about an item we know we left in the room. My husband left his small adaptor for his mac computer in the wall, I saw it plugged into the wall as we were leaving the room, not realizing what it was, thinking it was part of the hotel wall unit for people to plug in computers. When we arrived to the next hotel, learning he had left it in the prior hotel wall, he called to ask about it. He was told by Samantha that NO ONE had stayed in the room since, that only the maids had been in the room, but yet "it wasn't there." So how could it have just disappeared? Samantha got very defensive towards my husband, when he pointed out that being the only people in the room, the staff had to have seen it if it was no longer there (she had looked in the room). When I learned that evening of the conversation, I called too, to verify to Samantha that, in FACT, I had seen it in the wall. She put me on hold for 7 minutes, coming back to say the housekeeping MG said again it wasn't there, that the GM would come in, in the morning. Then she got defensive, actually complaining about my husband who "accused our cleaning crew of stealing, they don't steal!" I hadn't even mentioned any accusations yet! When I stated it was a fact that I had seen the plug in wall as I left, she said "well that's not a fact," to which I pointed out that she was in essence accusing me of lying. She was now literally ARGUING with me, talking OVER me, obviously caring more about defending her staff than respectfully serving her customer. Then she said, "I'm done with this call." When I said I would be reporting her to corporate, she snidely replied "you can do whatever you want." Is this how Comfort Suites trains its management staff? To insult and argue with customers, to escalate a situation by facing off with 2 customers, instead of sincerely working towards a solution? I would NOT recommend this hotel based on its poor staff conduct as represented by SAMANTHA. She should have cared to handle this...

False advertising on having breakfast. There is a coffee station in the lobby, that is it. If there was a sign at the front desk I definitely didn't see it and the binder in the room with the hotel information had no notice that there was no breakfast either. Holes in the sheets we were handed to put on the pullout bed, stains on the bottom of the pullout bed mattress and a blood stain on the curtains in the room. I wish I paid a little more and stayed at the Marriott nextdoor.

Edit: The owner left a comment on how it was my fault I didn't know there was no breakfast because I booked with a third-party site. What he apparently doesn't know is that the hotel's actual website (because I checked before I booked in the first place and again right now) still states that breakfast and an exercise room are active amenities of this hotel location. The owner may also want to go and actually read the signs physically posted at the front desk too because there was not one there, I know because my son and I actively looked for it that morning because I thought I must have missed it when checking in the prior night.

And it's my fault because I didn't cause a scene and complain during my stay....why would I waste my energy? It would not change the fact that the hotel is nasty almost like a motel and pretending to be upscale. I gave up hope for it when I was sitting on the toilet in the room contemplating the strange color of the grout on the floor when I noticed that the grout in the corners of the bathroom was not grey like the majority of the floor-it was almost white.

And Owner, stop using Covid as an excuse. It's been a year and if you are not actually offering it it is no longer an amenity of the hotel. But I find it funny how you think an operational and open coin operated laundry room is "safe" but having an open lobby restroom, exercise room or breakfast are not. But that logic explains your lack of customer service skills and care for...

To preface this review let me state that I stay in a lot of hotels. This makes me a little picky about how things go overall and how my stay is. While I always review each and every property I rarely give the highest marks - most hotels simply aren't accustomed to providing more than just a place to stay. Having said that, here we go...

We arrived late. In less than 5 minutes we were up in our room. A fast check-in for exhausted travelers is a must. This place gets that - and took care of us.

The room was spotless. From one end to the other.

The bed was comfortable, the entertainment was clear with a nice big flat screen TV, and the A/C, despite what others have indicated, was cold. Not just cool. Awesome!

The breakfast was filling, fresh, hot, and there was a nice variety. Not steak and eggs mind you but more than adequate and there was plenty from which to choose.

The staff were all amazing. We requested a slightly late check-out. No problem. Can we use the pool for a bit after we checked out? Not an issue at all. Store on site - yup, got that covered.

The room was cool, quiet, safe, and comfortable. The bed was covered with pillows of all kinds - if you could not find one you like there is something wrong with you - not the pillows! Overall I would highly recommend this property to anyone who might ask and would stay again without hesitation.

To the management and staff - sincere thanks. And job well done. My only regret is that we could not stay longer. You guys are truly offering something special and rare. Customer service and appreciation has not died - I found it alive and well at the Comfort Suites on Americana in Vero Beach,...