Comfort Inn & Suites Lawrence - University Area — Hotel in Lawrence

HORRIBLE EXPERIENCE! Rooms lacking maintenance and upkeep. Rude staff. We put several items in the room fridge when we arrived and didn't discover until 530 AM that the fridge was broken and our food was spoiling! We wanted to use safe and the guy at the front desk said he purposely disabled it but he would fix it so we could use it. Not a man of his word because he never did a thing about it. Phone in room didn't work, didn't even have a dial tone so had to walk downstairs to front desk to ask for new fridge or new room. We moved to room next door at 6 AM. NOBODY should have to do that because basic room items are broken. EVERYTHING should be checked and confirmed to be in working order before the room is assigned to a guest. Room we moved to had issues as well. TV in bedroom area didn't work. Bathroom door was extremely difficult to open and close because it kept sticking. One side of closet door wouldn't open and the other side wouldn't stay shut, so it kept banging against the room door when we went in and out. AGAIN, the phone didn't work. Got a dial tone but when pressing "0" to reach operator, it rang and rang and eventually a voice said you needed to enter a proper area code or something like that. AGAIN, the safe was disabled. But the WORST part was that the toilet didn't work properly when it was flushed and almost overflowed every time. The front desk gave us a plunger, so we had to use it all night and then all morning before we checked out. When I walked down to front desk AGAIN because that was the only way to reach anybody, the clerk was EXTREMELY RUDE to me! He said he would fix the TV but when I said I wanted some kind of refund to my card after we had to change rooms at 6 AM because of the issues in our first room, he jumped all over me and said "You will not get a single penny! Not one penny!" He kept interrupting me when I asked how he thought it was right that TWO different both had multiple issues and I had to change rooms at the crack of dawn when I should have been able to sleep?! He apparently didn't see a problem with that. We have stayed at this hotel multiple times since our daughter started going to KU and I have NEVER met a ruder staff member EVER! The hotel business is a CUSTOMER SERVICE business! You cannot be RUDE to your customers! He should have said, "Let me see what I can do!" but he didn't give it a thought AT ALL. When I told him I would be contacting corporate to complain, he told me to go ahead because it wouldn't matter-"you won't get a single penny." This man does NOT belong in a service business because he doesn't know how to treat people. I have never witnessed a worse representation of customer service and he is representing the Choice Hotel brand. Not only should I get a refund of some kind to my payment method, but this man should be reprimanded, and in my opinion, fired. I'm a Choice Rewards member, but that is not enough incentive to stay at the Comfort Inn & Suites in Lawrence, Kansas, EVER again. They should be ashamed that they don't keep up the property and make sure everything in the rooms is in working order and ashamed of the way they treat people when they are called out on it. BEYOND...

My recent stay at this hotel was nothing short of a nightmare. I made a last-minute booking and mistakenly contacted the wrong hotel to confirm my check-out time. Both their website and the front desk staff assured me that the check-out time was 12 PM. However, the real trouble began when I realized I was actually staying at a different hotel with an 11 AM check-out time. The cleaning crew informed me of this, but I confidently mentioned my prior confirmation of a 12 PM check-out with the front desk. They contact the front desk to clarify.

When the front desk person called me, he informed me the check out time and when I told him that their website and other front desk person said otherwise. After that, his attitude was shockingly unprofessional. Instead of addressing the situation calmly and professionally, he rudely informed me of the correct check-out time and even threatened to charge me for another night if I didn't “get my things and leave the room” then hung up.

This interaction left me deeply dissatisfied. I felt unfairly treated and disrespected. Such poor customer service and a complete lack of understanding and empathy for an honest mistake are inexcusable.

As if this wasn't enough, I went downstairs to check out and address the issue in person. The front desk employee's attitude was even worse in person, and he was raising his voice and shaking with anger. I did not feel safe at all during this encounter. It was only when I started recording him that he began to calm down, realizing he was being recorded. This sudden change in behavior was shocking, as moments earlier, he had been screaming at me.

I immediately contacted the corporate office to address this issue, although I have concerns that the on-site manager may not take appropriate action. I requested a review of the security cameras, hoping there was audio to capture the initial aggressive behavior. I also have recordings of the interaction, although they don't capture the full extent of his initial outburst.

This experience was not only disappointing but also distressing. I have clear evidence of the mistreatment I endured during my checkout and I hope the hotel takes this matter seriously and addresses it appropriately. My safety and well-being should never be compromised during a hotel stay, and this incident has left me with a terrible impression of this...

Don't ever come to this hotel, unless you like being price gouged and swindled. Extremely frustrated and disappointed with this hotel and comfort in, as a whole. Me and my family booked 2 rooms for 2 nights with this hotel, driving over 10 hours away for my grandfather's funeral and were told a price prior to booking, the price then nearly doubled, and when we called them, they would not issue a refund or discount, because we were told it was too short of notice. We also asked for adjoining rooms, and we're told we would have them, but we checked in and the rooms were not adjoining. One room was half the size of the other but cost just as much. The key cards we were given did not work, more than half the time, so it was annoying trying to get in and out of the rooms. I called the corporate comfort in customer service number as the hotel didn't offer any kind of assistance or discount with any of the issues, and they did nothing either, to top all of that off, after paying the price we got stiffed on they stuck another 30 dollar charge on my card that was not on the invoice with no explanation as to why. As a note there was also construction going on and we were asked to leave our rooms temporarily during our stay for some of them to come in and measure some things. The contractors, were also out in the parking lot one evening cooking food in a parking space over a makeshift campfire. This has to be the absolute worst experience I have ever had staying at a hotel, I will not be staying here ever again, and I will be reporting this hotel to better business bureau.

In retort, to your response, your management did absolutely nothing to compensate us during our stay and were absolutely terrible. A 10% is not a fair trade for double charging us, and I was not aware of this price increase until it was too late for me to cancel the original booking price was supposed to be half of what I was charged, and there were people cooking food in your parking lot over an open flame, there were even leftover pieces of tortilla chips, beans, and hot dogs in the parking spot next to our car where they were cooking! Your response to my complaint is just as disappointing as your so called attempts to better our stay at this...