Comfort Inn & Suites York North — Hotel in Manchester Township

My family was booked with your hotel for a volleyball tournament this past weekend (2/16-2/18 confirmation number not available because my stay is now no longer showing in my app with your hotel brand).

When we arrived we were shocked to see the lobby was non-existent. We were never informed of this situation. A big part of our travel is the team bonding time usually in a lobby. This was not a possibility. Upon check in I asked Tim, at the front desk, if we could at least be on the same floor as our team mates. He barely let me finish my sentence and said “ nope, we are sold out. He then said that we were lucky because we have a new room on the 4 the floor. His disposition as a front desk employee was not one that I would want representing any company.

We decided to head up to our room to see what that floor was like to see if we could find any space that the girls could gather together. When we got to our room, we were definitely relieved to see how much better it was than the rooms downstairs that our teammates had been assigned to. However, our team was still not together. We ran into one of your employees named Maurice. We started talking to him about our situation, and he made such a difference in our visit. Maurice was able to get rooms changed for our teammates to all be on the same floor. He is the only positive thing that I can say about our stay at your hotel. He went above and beyond to do what he was able to do to help. From personally hustling to get rooms together, checking in guests and problem-solving, all with a smile on his face. This is the kind of employee that you should have running your hotels.

In the advertisement for your hotel, you have listed a lobby, a fresh breakfast and a fitness facility. None of this was available to us. The hotel was obviously scrambling to try to get rooms ready. The fourth floor rooms appeared ready and were able to at least house us as well as other guest for our stay. However, there was still no place for the team to be together. We resorted to bringing up our own chairs from our cars sitting outside of our rooms making do with what we had to spend some time together. The rooms were not big enough to do this in anyone room. Due to the fact that these rooms were turned over probably hours before we got there, our entire hallway had all the smoke detectors covered in tape, the odor and fumes from the paint was far from pleasant, even causing guests to have headaches. The general level of dust in the hotel aggravated allergies as well. Signs indicating where things were located were laying on the floor in the hallways. The sign that is supposed to be on the back of the door in the room was laying on the floor. Smoke detectors in the hallways were covered in tape creating a safety concern as well.

While staying at the hotel, I did go back to the website for your hotel. Nowhere does it state that the hotel is under construction. Had we known this we never would’ve booked at this hotel. We rely on and utilize the extra amenities and space. In terms of the breakfast, my personal plan was not to expect to be able to utilize it due to food allergies. However, with a hotel breakfast there are a couple of options that we can usually take. Fortunately, I brought back up food. The breakfasts were grab and go bags that had breakfast sandwiches in them. Little did the team know when they grabbed the bags that the sandwiches were frozen and they would have to plan for time to heat them up in a microwave, which was present in the lobby. Some did not realize this though until they were already on the way to the tournament and therefore showed up and opened their bags, only to find a cold sandwich.

On our second evening, I did need additional towels. I picked up my room phone to call down to request more towels only to realize that our phone was not working. I walked downstairs to go ask the front desk while my family got ready for our team dinner. When I arrived at the front desk, there was a sign saying we were helping other customers, “please wait”. I waited and waited, but no one was there. I checked in the laundry room that was next to the front desk. No one was there either. Not a single person was anywhere to be found on Saturday evening when I was looking for towels. I even peeked in the laundry room to see if there were any that I could just grab but none were to be found. When I finally found someone who was coming back to the front desk, she said that’s actually what I was looking for. She had one towel. She was able to give it to me for my family member that was in the shower.

It appears that your front desk employee has many rolls for your company, far too many for them to accommodate your guests. In fact, it appears that your hotel was not even remotely prepared for accommodating teams for a tournament. Additionally, while this is beyond your local hotel control, the fact that Choice Hotels does not have mobile check-in availability is unbelievable in this day and age. We paid a premium for this hotel, due to the fact that it was a tournament weekend. Looking at hotel prices for your Hotel other weekends and weekdays does show how much the price was increased for our weekend completely taking advantage of the fact that it was a tournament. Yes, that is a part of business but good business is also letting guests know that hotels are under construction. When this is the case, reducing rates significantly for the inconvenience and lack of accessibility to what is advertised is imperative. Instead, your guests traveled hours, oblivious to anything going on in your hotel until they arrived. They had no other choice but to stay. Tournament weekends are traditionally fully booked and what is available is outside of our stay and play assigned hotels with higher than typical pricing. Once arriving at the hotel, it was beyond our cancellation window and any changes, had we even been able to find them at associated stay and play locations, would have resulted in a loss of our money for our stay at your hotel plus the additional cost of higher priced limited availability locations further from the facility.

The fact that your company handled this in this manner will ensure that we will have no desire to choose your hotels in the future, no matter where they are. We typically do not have extremely high expectations of stay and play hotels. However, this was deplorable. There is not one person that I’ve shown the pictures to from our stay that has not been shocked and as appalled as we were.

I’m have pictures of things that I feel are necessary for you to grasp understanding of what we encountered during our stay. At the very least, all guests from this weekend should be compensated financially due to false advertising in your hotels condition. I’d be happy to discuss this personally over the phone, but would also appreciate correspondence via email as well so that I can share my photos. I will also be including this as a review on the website to help other families planning for...

Booked room with KING bed, got dirty room with 2 full size beds. Ask for another room immediately and was given another filthy room. We were told all the carpets were stained along with bed comforters and other things. — I made it clear I was referring to all the stuff laying ON the carpet that looked like it hadn’t been vacuumed in months! When we asked about the king bed we were told they didn’t have any except the jacuzzi suite and we couldn’t have that unless we paid more. Hair in drains, dirty hand and footprints on wall, pilled linens, nasty curtain, NOISE. NO CABLE TV! The toilets hadn’t been cleaned and literally had poo splatter in them. Was offered either a pet room or a room on the interstate side. I opted for the latter due to the apparent offer of what was likely a nastier room than the one we left. I also cleaned that room to my standards then hung the “do not disturb” sign to keep the nasty staff and their stained towels and other stuff out.

Breakfast employee seriously needs to be spoken to about her attitude- she did nothing the whole time we were there but gripe about wanting to leave, hating her job, being sick and forgetting her phone. They also said there was a cable outage however if you look at reviews going several months back there’s always a cable tv outage at this hotel. I noticed certain TVs were working in the lobby and called Comcast when I noticed there were no hookups on the back of our tv. Comcast advised the hotel only has a few TVs on their plan and most Rooms don’t have cable because the owner doesn’t pay for it. I did ask for a Roku or some other streaming device so that we could drown out the interstate noise with the tv but was told they don’t offer or advertise that. When I pointed out that Choice hotels advertised a king bed, cable tv, clean quiet rooms and friendly staff then asked for a refund of some of our money after having asked them daily to fix these problems, they got snippy about it so I will be contacting choice hotels about their dump in York PA and the cheapskate who owns it. The front desk employees were rarely available. When we checked out, housekeeping was at the front desk and claimed she couldn’t help us with anything.

I watched the breakfast employee wipe down trashcans and countertops with the same rag daily. There was no cream cheese for bagels or English muffins. When I ask for some, the breakfast employee rudely told me to “put some jelly on it” then when I decided to make a waffle and return to my room after 2 nights of no sleep because the rooms aren’t quiet and there’s CONSTANT interstate noise — another employee popped around the corner and actually told me I wasn’t allowed to take food to my room. Sorry, I’m an adult and I AM allowed to have food in my room!

The breakfast area features uncomfortable worn out tables, chairs and the lady wiping stuff down with the same rag she used on the trashcan as well as noise. I just wanted a quiet breakfast.

This is by far one of the nastiest dumps I have ever stayed in. After this experience We won’t be using choice hotels anymore as they apparently are NOT “as advertised” on multiple levels! We just wanted to enjoy our weekend in York and the Veterans Golf Association Tournament but we couldn’t get any sleep or decent service the whole time we were there. Avoid this dump. Even at $54 a night it’s an...

On March 1, 2024, I received confirmation of our reservation for 4 days (checking in March 6, 2024/Checking out March 10, 2024) at the Comfort Inn and Suites in York, PA one week before our planned visit to my sister. We chose the Comfort Inn and Suites because it was convenient for our travel needs, had good reviews and looked comfortable and well maintained according to the photos. What WE DID NOT EXPECT was a hotel under construction for renovations. THERE WAS NO INDICATION ON THE HOTEL WEBSITE THAT THE HOTEL WAS UNDER CONSTRUCTION. Upon arrival, it actually appeared to be closed. There were mattresses piled up in the parking lot near the entry and the entire ground floor was gutted, full of scaffolding and construction materials and smelled heavily of dust and plaster. The "front desk" was just that...a black metal desk with a computer and a phone and a sign indicating to pick up your "grab and go" breakfast bag as the breakfast area was non-existent. The floor was uneven right in front of the desk due to some tiles being laid and where there were no tiles, there was a dangerous edge which almost cause me to trip. Our room was on the 4th floor because we were told that floor had already been renovated. However, the air in the room was thick with construction smell and dust causing much coughing, itchy eyes and little sleep. I needed to use my inhaler to open my airway.

WE CHECKED OUT THE NEXT MORNING after phoning Customer Service on the Comfort Inn Hotels website and registering our complaint. We were told they could not do anything about it but would send the complaint to the appropriate people at the company and that we should talk to the people at the front desk. But the man at the front desk told us we needed to talk to the company. We checked out and cancelled our reservation for the next 3 nights. AS OF 18 MARCH 2024 THE ONLY RESPONSE WE HAVE RECEIVED IS A CHARGE ON OUR CREDIT CARD FOR THE...