Comfort Suites Richmond East — Hotel in Richmond

The details to my experience are very lengthy. But in short, I am a govt employee who booked a room for one night through a govt data base as I receive discounts on hotels through Expedia and Hotelplanner.com. The hotel did not have a reservation for me even though I provided a confirmation number. The general manager Jessica was adamant that hotelplanner com was a scam (very reputable site that my employer has contracted with to provide govt employee discounts). Hotel planner representative even called the hotel and spoke to the desk staff to confirm my reservation. Jessica kept stating that I was hacked and mentioned several times that the hotel has had an issue with scam third party sites. She kept mentioning a particular 3rd party site that is notorious for scamming potential clients ( I cannot remember the name of the scammer.) I explained to her several times that I did not book with that site. She did end up offering to give me the rate I paid for online for a new reservation. She then stated "That the person that booked this reservation (me) should have been more diligent when reserving a room. I felt this was an insult to me as I was diligent and booked a room through a trusted hotelplanner.com website with the discounts provided by my employer (State of Indiana). I informed her that this comment from her was inappropriate and she stated that she was not going to argue with me. I respectfully told her that I would not be booking this room. I appreciated the fact that she was willing to set up a new reservation for me with the same discounted rate, but not at the expense of taking jabs at me. I will never recommend to anyone this hotel location in Richmond, IN as long as Jessica is the GM. I will also be contacting corporate this week to inform them of how their Richmond GM speaks to clients. Also, I was able to contact HotelPlanner at their corporate number and spoke to a representative who apologized for the inconvenience, was able to cancel my reservation at the last minute, and issued a refund immediately that is already showing as pending back into my bank account. Jessica, I guess this third party site wasn't a scam after all. Please learn how to speak more appropriately to your clients. People work hard for their money, and should at the least, be treated with respect when deciding to spend their money to stay at...

I’m sad to say that I will never stay at this hotel again. Our stay was so amazing and the hotel was beautiful. My husband and I came to stay one night to celebrate not only our marriage just a week prior, but also my brother in law was graduating. However, while we were getting ready to pack up our bags, housekeeping walked into our room without knocking or announcing they were coming in. I was getting dressed and my husband was using the restroom. Of course I was a little freaked out and said people are in here and the housekeeper said the system said the room was vacant. We let that roll off our backs because the worst was yet to come. Checking out was a breeze and we were sad to head home to reality. However, 3 days after checking out, we were charged $250 on top of our room charge. I called multiple times trying to get to the bottom of this and left my name and number with the receptionist after asking to speak with the manager, and none of my calls were ever returned. Finally, I got connected with the manager, to which she said cigar smoke was smelt in the room. My husband nor I smoke, in fact, my husband is on medication because the smell of smoke gives him so much anxiety. After asking for evidence of this supposed smoke, I was told I would get an email of the proof, which never happened and resulted in me calling back. The head of housekeeping was brought into the room during the phone call to which she said they smelt smoke and had to bring in some machine to erase the smell. She then cut me off and said she was done and walked out of the room, then the manager just hung up the phone and none of my calls were ever returned after that. I personally think they charged the wrong room or wanted to scam money from innocent 21 year olds....

The hotel was generally very nice. But as we were getting ready for bed on our night of arrival, we realized there was a problem with our sink (in Room 427) - it would not drain properly. Because it was getting late and there was a high school reunion going on at the hotel, we figured there were no other available rooms at that late hour, so we did not ask to move rooms (we had difficulty even parking the car when we arrived a couple of hours earlier). The next morning, when I tried to wash my face, by the time I got hot water in the sink, it was completely full and would not drain. Even after coming back from breakfast, the water still had hardly drained at all and I could not use the sink to brush my teeth. So when I checked out, I told the clerk behind the front desk about the issue with the sink, and said to her that because we did not have a normal functioning sink, I felt we deserved a partial refund. (I was going to ask for a 20% refund). She immediately got snippy with me and said that she was not authorized to give partial refunds, that it would have to go to upper management. She stated that she would pass along this information, and IF management decided to issue a partial refund, they would be in touch. Of course, I have heard nothing and have not received a partial refund. I feel that when one is spending $122 a night (plus tax) for a hotel room, that it is reasonable to expect a sink that works. Would I stay there again? No. Not because the hotel was not nice enough, but because the staff behind the front desk were rude when I had a legitimate problem. Not a good look for...