Comfort Inn & Suites Madisonville — Hotel in Madisonville

This is the worst experience I’ve ever had. I booked reservations for a king suite, MONTHS before the date of arrival for an occupancy of 4 in preparation for my son’s high school graduation. I called the night before and spoke with Brad, who assured me that I would be taken care of he said “looks pretty crowded for tomorrow” and I went on to respond.. “probably because of the high school graduation.” He said I’m good to go to for my scheduled day and I disconnected the call believing everything was set. We are traveling from Texas and while leaving the airport, I called the hotel to let them know we are on our way since it was later in the evening. I made several attempts and the call did not go through. I reviewed the email sent and it said that check-in time ends at midnight. So I didn’t worry because we would arrive well before then. When my family and I finally arrived, it was 10:30 pm. Mandy was at the front desk. I showed my ID for check in and my husband began to take care of the reservation while I parked the car and my nephew took care of the luggage. Once I parked the car, I was told our King suite was given up and we can only get a one king bed, with a rollaway bed and couch bed! When the front staff were questioned about it; they said the corporate office told them to do “FIRST COME FIRST SERVE!” How do you do that with reservations that have been made months prior to accommodate someone coming in last minute and give up our room?! Where is the moral standard? Mandy was present and Brad. Mandy had NO EMPATHY. This is a small town so it’s not like you can just travel to another hotel. She kept mentioning the Head manager Sam was responsible and could not be reached until Thursday and Jennifer, the front desk manager was called and said that there was nothing she could do. Mandy kept talking about “orders she was given from the “people above everyone” and referred to people that, according to Brad, front desk attendant, doesn’t even work anymore. We HAD to take this option, I had my mom who has degenerative disc and we had been traveling all day. They took 80 dollars off and promised our king suite for the next day, but that does not satisfy this situation. We were sent to the 4th floor and right next to our room is a broken window. The bed couch had stains all over it and was unusable for fear of unsanitary conditions. I never post reviews but because of this situation, I wanted to make others aware who are traveling from out of town or state to cover yourselves when using Comfort Inn or (THIS COMFORT INN) if this is how they conduct their business. I will be pursuing legal advice to make sure my voice is heard in regards to this situation. I feel like my rights were taken and this was very...

The evening clerk (Curtis), when we checked in, was deplorable! He carried a chip on his shoulder from the moment that my husband checked us in. His attitude towards my husband was that he was bothering him for checking in. We asked Curtis some questions about the construction and the pool, and he never gave a direct answer. What we got was an "I don't know " or "I don't think so." Curtis never answered a direct question with a "yes" or a "no." The hotel charged the wrong card, and it was specifically stated that the card on file (which was a personal card) is not the card that the room needed to be charged to, it was a business trip (room had to be charged to the business) and instead of Curtis changing the payment he put the charge through anyway. Needless to say, I had to get management involved, with Curtis standing right there. While speaking to Jennifer, from management, I asked for Curtis' name, and he wouldn't give it to me (if he would have been wearing his name tag, I wouldn't have had to ask). Unfortunately, Curtis shouldn't be working around the public with the disrespectful attitude he has. Onto positive notes... Jennifer from management was extremely understanding and helpful. Our morning clerk, Kelly, she was absolutely amazing and personable. Thank you to Kelly and Jennifer for being so understanding and trying to turn our...

This is our third stay at this hotel in the last three months due to unfortunate family events (illness and subsequent death of a family member, followed by cleaning out her house, etc...). The staff has always been very friendly and flexible when we have had to make changes in our accommodations (add rooms, add days, change from king to two queen beds, etc...) due to changing situations in the middle of our family crisis. On this trip they recognized us and asked about our situation. We were looking for boxes since we were clearing out our family member's house and asked the hotel if they had any. They didn't have any on the Monday we checked in, and we never mentioned it again, but they called us on Friday and said they had received some boxes if we still needed them (we did). We feel they went above and beyond the usual call of duty in taking care of us. This hotel is clean and lovely and well appointed and was a pleasure to get back to each evening after working hard all day at a stressful task. The breakfast was a good start to each day, the cookies in the afternoon were a welcome treat, and the coffee and hot water for tea any time we wanted it were nice, too. I also used the tea bags and the microwave in the room to make tea at night, which was nice, and we used the fridge for leftovers and snacks. The staff that runs the hotel is...