Comfort Suites Marshall — Hotel in Marshall

After a long day on the road, and reading numerous hotel reviews online, my family and I decided to book a room here for the night. Unfortunately, we never made it to a room after the extremely unpleasant interaction with the lady working the front desk, a manager, I'm assuming. First, she tried to charge my husband $20 more for the room than the rate that is offered online when booking through their hotel website. She informed me that I could book online for that rate but she could not honor, nor provide us that rate when booking in person. Next, my elderly mother came into the lobby to use the restroom while my husband was checking in. She was informed (by the same lady) that there was no restroom in the lobby that she could use "due to covid" and she would have to wait until we got into the room. We had been traveling for a long time, so not having a restroom for travelers to use while checking in as a paying customer is inexcusable, covid or not. Not to mention, the 'covid concerned' woman was not wearing a mask while checking us in. And, as stated in other reviews, they will only provide a cold 'brown bag' breakfast 'due to covid' but still advertise and charge for a hot breakfast. Seems to me they are overcharging, while cutting corners and blaming it on the pandemic. During our travels, we stayed at numerous hotels in multiple states, NONE of them have handled the Covid protocols as poorly as this hotel. Not having a restroom in the lobby for paying customers 'due to covid' just says to me that they do not want to spend the extra time to clean and disinfect it, which makes me wonder what else they are not properly cleaning and disinfecting?? This was a terrible encounter just at check in and left us with a bad feeling about staying here. We left and made our way to the Holiday Inn Express just down the road. They had a clean restroom in the lobby for us to use, very clean rooms, super comfy beds, friendly front desk staff and housekeeping and, best of all, a clean, fully stocked, delicious, hot breakfast! And all for a cheaper rate than this hotel!! Skip this place and head down the road just a bit for a much better experience! Glad we followed our gut instinct and left this place for a greener pasture. I recommend...

I’m currently a guest at the hotel. I’m in town visiting family. The hotel manager was not on duty upon check-in, however she did not check me in as it was my husband who booked the room. We visited the Waffle House up the street and the restroom was not clean. My husband brought me back to the hotel to quickly use the restroom before getting our day started. I did not want to use the restroom in my suite. I simply wanted to use the restroom in the lobby as it’d be quicker and we were on a tight schedule. I asked the manager at the front desk where the restroom was and she said there were no public restrooms or restrooms on the 1st floor. I told her that I was a guest, and she proceeded to tell me well use the restroom in your room. I asked the custodian if there was a restroom on the first floor for guest and she pointed directly to it and was very kind. I asked the manager why she lied about restrooms and she gave a blank stair. She was so rude and stated she was the manager and asked if I wanted her name. I told her I’d rather leave a review. Please offer your hotel manager additional training courses on professionalism and customer service.

*Update: Your response lacks so much professionalism. It displays the same attitude you had when encountering you. It adds accuracy to my encounter. Here’s an example of an appropriate response: Dear Customer, I apologize for any miscommunication amongst yourself and our staff here at Comfort Suites. Our goal is to make all guest feel welcome. Unfortunately, we do have a strict policy against public restrooms. Our records and surveillance did not indicate that you were a guest here at our hotel. We would love to meet with you and address your concerns to ensure accuracy on our behalf and welcome you as a guest in the near...

The Hotel is in a great location, room was clean too. There is several torn window screens on the windows in the front of the Hotel, upper floor. There is some torn screens on the back of the hotel windows too! Some of these are large torn screens! Looks bad!

The staff is not friendly, even rude. We asked for more towels in our room, and was told "no" by the night clerk. We were told that they had a full house and could not give us the towels. But, there was just 5 cars in the parking lot ( 2 of them was our cars,) and two 18 wheelers in the parking lot.. That is not a full house! That hotel is 3 stories tall! We were lied too.

The night clerk was always texting on her phone every time we came to the front of the hotel, even to go outside.

Also, the first floor men and women restrooms was always locked when we were down on the first floor and needed to use the rest rooms. We would have to ask them to unlock the rest rooms! We were told that kids of the hotel kept locking them, however there were NO kids in the hotel that came with the 5 cars that were parked in the parking lot! So, that made us think that they lock the restrooms, so they do not have to be cleaned, and pay someone to clean them. But, the hotel restrooms are on the first floor for the hotel customers! WHY would they tell us that hotel kids were locking them, when there were NO hotel kids there? We were down stairs several times for different reasons and needed the bathrooms, but, EVERYTIME they would be locked! We would have to ask the to unlock them... Their attitude showed that they did NOT want to unlock the restroom doors! ( But, they would unlock...