Comfort Inn West Phoenix at 27th Ave and I-10 — Hotel in Phoenix

First, the hotel location is not ideal for travellers, unless you have access to a car. Second, the hotel is actively dirty and run down. The first room we checked into had stains all over both beds and smelled really bad. We mentioned this to the front desk and they moved us to a new room, which we appreciated, however the second room was also quite dirty but luckily it was not as dirty as the first room so we decided to make due. There were stains on both of the beds again, dirty walls with spills and stains on them, I went to use the hairdryer and there was a dead beetle or roach inside of it that blew out when I turned it on and I also found multiple mouse or rodent droppings or what looked like mouse droppings in the corners of our bathroom (I took photos for proof). Clearly this is a hotel that is not well taken care of. If all of that wasn't terrible enough, I also had to deal with three different staff members, all of whom were either actively bad at their job and/or were unable to help assist me and/or were very rude and confrontational. I am genuinely not the type of person who likes to complain or cause an issue - I am very easy to please and all of the things I needed help with were 100% understandable and should be easy to assist with at a hotel (you would think).

The first time I needed assistance was because the night before we checked out I received a notification on my phone at 2:00 am that said the hotel was trying to charge my credit card for an additional $300.00. I went down to the front desk to ask about the charge and spent 20 minutes with the guy at the desk trying to get some sort of explanation as to why I was being charged when they had already pre-authorized the full stay amount on my card when we checked in. I got the run around and was told not to worry about it and was sent back to my room. The next day when we went to check out, we went down to the lobby at 10:00am to ensure we would make it to the airport for 10:45am, luckily I asked the hotel clerk for an invoice detailing our stay because the hotel was trying to charge me twice for the last night of our stay. I went back inside to ask about the second charge and was met with the same employee who I had chatted with the night before, the one who told me not to worry about the additional charges, and he clearly had no idea what what going on or how to do his job. We spent the next 30 minutes at the desk while he scrolled and told us it wasn't a double charge when clearly it was. Now, we are late for our international flight. Finally the manager steps in to try and assist us. After repeating the same thing multiple times to the manager he sees the double charge and agrees to refund me. At this point I don't trust the hotel and so once the "refund" is processed I thank the manager and ask for an updated invoice just to ensure that the refund had been applied. At this point the manager raised his voice at me and told me to sue the hotel if they do end up double charging me. Very unprofessional behaviour. The attitude and treatment that I received from the manager was incredibly rude and I would say it's an embarrassment to Comfort Inn. The fact that he was raising his voice at ME for simply requesting a refund after being double charged by HIS hotel is insanity! Especially since all of this is happening after I got up at 2 am the night before to check on this surprise charge and then I spent another 45+ minutes the following day waiting for a simple answer as to why I am being double charged thus making us late for our flight home.

On top of all the disgusting things found in the room, this poor treatment was the cherry on top. Luckily my friend and I are fairly low maintenance so we made due for our stay, but I would never, ever want a loved one to stay at this hotel. It's gross and they make even the simplest of things complicated which is the last thing you want to deal with while on vacation.

The last thing I wanted to mention ... while waiting for an answer at 2am regarding the credit card charge, a couple was also waiting for assistance because they had just checked in and when they opened their hotel room door someone else was already staying in the room that they had been provided keys to. This is not only bad hotel practice but is extremely unsafe. I was staying at this hotel with my female friend, what if some strange man was given keys to our hotel room at 2am? Such a scary thought. And then the staff treated the situation as if they had just accidentally provided them with the wrong wifi password, like it was no big deal. I was just totally baffled by this whole hotel experience....

Lobby seems "tired" and needs a refresh

Parking was great as the hotel was lightly booked while we were there.

Front desk staff, DJ, was very polite and professional, but did not acknowledge our Gold status.

Eastbound I-10 exit and westbound I-10 entrance are available at N 27th Ave. Eastbound I-10 entrance and westbound I-10 exit are NOT available at N 27th Ave, so plan accordingly.

Bathtub is worn with minor damage

Valance above window has a thick layer of dust and needs vacuumed off, not dusted

Carpet seriously needs professionally shampooed as evidenced by black water coming from our feet in the bathtub. A deep cleaning of all walkable surfaces is needed.

There were two small blood spots on the comforter. I know that comforters are rarely cleaned. but due to the blood spots, this one is overdue for cleaning.

Unlike many other Comfort Inn rooms, the room's ac/heater was EXCELLENT.

Room's coffee pot and tv worked well, although there was no tv channel list in the room and the remote's channel list was not populated.

Shower water was hot with good water pressure

There was only one wash cloth for two of us to use

Room decor was fine

I've eaten breakfast at many Comfort Inn hotels. These are "average", however, this hotel's breakfast was below average. There was no yogurt or hard boiled eggs. There were two choices of cereal and limited bread, but no muffins. Apparently "COVID" is the weak reason for the poor breakfast options. The usual hot breakfast items of pre-cooked and reheated eggs and sausage was available. The juice machine provided orange juice and possibly cranberry, but the cranberry sign/label had fallen and barely visible within the machine.

Ice machine in hallway worked better than average

Trash can by the ice machine was filthy and needs a thorough wash.

Pool looked inviting and clean, but we did not use it.

Our one interaction with the housekeeper showed that she was very...

Lobby seems "tired" and needs a refresh

Parking was great as the hotel was lightly booked while we were there.

Front desk staff, DJ, was very polite and professional, but did not acknowledge our Gold status.

Eastbound I-10 exit and westbound I-10 entrance are available at N 27th Ave. Eastbound I-10 entrance and westbound I-10 exit are NOT available at N 27th Ave, so plan accordingly.

Bathtub is worn with minor damage

Valance above window has a thick layer of dust and needs vacuumed off, not dusted

Carpet seriously needs professionally shampooed as evidenced by black water coming from our feet in the bathtub. A deep cleaning of all walkable surfaces is needed.

There were two small blood spots on the comforter. I know that comforters are rarely cleaned. but due to the blood spots, this one is overdue for cleaning.

Unlike many other Comfort Inn rooms, the room's ac/heater was EXCELLENT.

Room's coffee pot and tv worked well, although there was no tv channel list in the room and the remote's channel list was not populated.

Shower water was hot with good water pressure

There was only one wash cloth for two of us to use

Room decor was fine

I've eaten breakfast at many Comfort Inn hotels. These are "average", however, this hotel's breakfast was below average. There was no yogurt or hard boiled eggs. There were two choices of cereal and limited bread, but no muffins. Apparently "COVID" is the weak reason for the poor breakfast options. The usual hot breakfast items of pre-cooked and reheated eggs and sausage was available. The juice machine provided orange juice and possibly cranberry, but the cranberry sign/label had fallen and barely visible within the machine.

Ice machine in hallway worked better than average

Trash can by the ice machine was filthy and needs a thorough wash.

Pool looked inviting and clean, but we did not use it.

Our one interaction with the housekeeper showed that she was very...