Comfort Inn & Suites Orem - Provo — Hotel in Orem

We are longtime Choice Hotels members, so we generally know what to expect at a Choice hotel and are usually pleased with the accommodations and service. Our stay at the Orem Comfort Inn started out fine. We got in a bit late and were dealing with a kiddo who had suddenly become ill, so we asked for late checkout the next day. The woman at the desk said it was no problem and that she could extend our checkout to 1 p.m. the next day. We slept comfortably that night, ate a good breakfast the next morning, and then decided to take the two kids that weren’t sick for some pool time before checkout. (Pool was freezing and the facility wasn’t as clean as I hoped, but they were quick to restock clean pool towels as needed.) We headed back to our room at 11:15, only to find that our keys had been deactivated. A woman from housekeeping kindly let us in and we started the process of getting everyone showered and packed. While my husband and I were in the process of getting the younger kids taken care of, my fourteen year old son answered a knock at the door and found the front desk attendant. She asked why we were still there, and my son replied that we had just gotten back from the pool and we were getting showered and ready to leave. She replied that we “didn’t have time to shower,” and that we needed to leave. My husband overheard that, but by the time he got to the door, the woman was gone. He asked our son what she had said, and then called down to the front desk to explain we had been given late checkout. The woman said that she could not extend our checkout time, that the attendant from the night before shouldn’t have given us late checkout and would need to be retrained, and that we needed to leave as soon as possible. At that point, with two of us still wet from the pool, we just started throwing everything together so we could leave. I tried to quickly dry my hair, only to find that the blow drier was missing the guard on the back, and it sucked my hair into the blow drier, mangling the ends of my hair. But considering the treatment we had received, I didn’t feel I could call the desk to ask for a different blow drier. We just gathered everything up and left. I went down to the front desk on the way out to express my extreme displeasure at the treatment we had received. I told the attendant that 1) she should have asked to speak to an adult when she came to the door instead of confronting my underage son, and 2) she should have asked questions so she knew the whole story before basically telling us we weren’t welcome. To her credit, she seemed contrite and gave us a bag of snacks for the road. But the fact that we were treated so badly in the first place is not ok. I hope this bad experience is the exception rather than the rule, but we definitely could have avoided all the unpleasantness if they had been more focused on customer service instead of chasing us out...

Having been on the road for five years (business travel) I rarely give less than 3 stars. But this hotel falls far short of the experience I had here a few years ago. First - for a three floor hotel they only have one luggage cart. The desk clerk told us they had more but they've been stolen. Yikes! And of course, the one luggage cart they had was MIA. My husband walked the premises and found it shoved into bushes behind the pool area, courtesy of the Second Issue. Second - there was a group of people piled up on one corner of the hotel, in the grass outside of the facility. There were clothes and blankets and odds and ends piled up around them, a few were twirling and swaying like they were dancing. Several were walking back and forth from one end to the other across the front of the building, barefoot, ripped jeans, etc. As they walked they were peering into the cars in the parking lot, which made me feel very uncomfortable and insecure. The desk clerk was sweet - as far as being helpful her answer was, "thanks for letting me know, I'll look into that". We heard this many times, once when the TV wouldn't work. The next time was when we advised her we were only getting about seven channels on the TV (which we finally got to work,), again when my husband noted that there was a young guy, carrying a skateboard, wandering our third floor hallway, saying he was trying to figure out which room his sister in, and "oh, can I borrow your phone, I broke mine and do you have any spare money?" One more time when we told her the internet wasn't working. At this point we decided to stay in our room and hide. Thank goodness our window overlooked the parking lot and our vehicle was visible from our window. The rooms were pleasant enough and the bed comfy, but the AC didn't pull the moisture out of the room, so we felt sticky all night, even after showers. My husband opened the closet door to look for another luggage rack and a wooden hanger fell on him. It was split down the middle, but had had a plastic laundry bag wrapped around it to try to stabilize it. There was a white powder on the arm of the chair, easily brushed off by me, but obviously too hard for house keeping to take care of. Signs in the hallway have directional arrows to indicate which way rooms were, but no directional arrow for the ice machine. We had to remake the bed because only one side had the bottom sheet tucked properly. The tiles in the bathroom area are uneven, presenting a fall hazard. And these were the issues on just the first day of our stay. Oh, and an hour after my husband told the desk clerk about the guy in the hallway - two police officers were on premises in their cars. Try not...

This was by far one of the worst hotel stays I have ever endured. I really do not want to bring race into this, but I was treated severely different from all of the guest who checked in the hotel. I was told that my card was declined despite having enough money in my account, and confirming with my bank that there wasn't anything wrong on my end. I was quoted a lower rate, and then was charged for the wrong number of days and a significantly higher price. After 2 hours of trying to check in, a lovely customer paid for my stay until I was able to speak to a manager the next day. I was late to a wedding rehearsal, and was unable to get work done before going. Upon my return, I was hoping to get work done, but I was put in a room that had no internet (which I needed to work remotely) no toiletries nor towel. The next day I was never able to speak to a manager - but had to deal with the front desk manager who was VERY RUDE, and instead of apologizing for the inconviences - she blamed the issues on the fact that they had new staff. When I moved rooms I was put in a room that had no toiletries, towels with weird burn marks on them, a shower head that barely worked, a broken toilet. At this point I was just plain fed up, I was behind on all of my work. My last day came, and I called the front desk several times over the course of 1/2 hour. No one answered. I looked up their late check out policies on their website. I finally got someone on the phone and requested a late check out, I was told that I couldnt check out late? And she would give me an extra 20 minutes to check out. This has never happened to me in a hotel ever. I quickly packed my things, and upon checking out - I told the "front desk manager" That this was by far one of the worst hotel stays I had ever had due to the lack of customer service. No apologies nothing. Still never talked to the actual manger. Do you know this lady said that I was abusing her??? When I calmly repeated multiple times "no one is abusing you, I am making a complaint about my treatment" she then said that i was being emotionally abusive towards her. I then just kept saying "please stop talking to me" in which she scoffed and yelled "WHO DO YOU THINK YOU ARE? If you don't like it here you can stay somewhere else!" - this was upon check out. I watched several other guests get excellent treatment with no problems. If you are a person of color DO NOT STAY HERE. I have stayed at the La Quinta Inn next door in the past, and even though the price was a bit higher, the customer service and the cleanliness...