Comfort Inn Rockland - Boston — Hotel in Rockland

Booked room for Fri. and Sat. Night, 10/17 thru 10/19, along with 7 relatives who also booked 4 additional rooms at this location for a family religious celebration on Sat. Late Fri. night the air conditioning stopped working and refrigerator made constant a loud buzzing noise all night. Saturday morning: No Hot Water for shower! Relatives in 4 other rooms had same experience! Spoke to front desk and was told bill would be adjusted to compensate for problems by "15 percent" to make up for problems. Saturday at 4:15 pm after deciding we would make the long journey home to ensure we got a shower the next morning, we returned to the Comfort Inn and spoke with "Andy " at the front desk and told him that in light of all the problems we had experienced we wanted to check out unless he could guarantee that we would have hot water in the morning. He very sarcastically told us that we couldn't check out after 4:00 (really - he couldn't make an exception for the 15 minutes) and he assured us that the hot water problem had been fixed. A staff member then told us that we may need to take the metal cover off the air conditioner in order to find a switch to reset the air conditioner! Evidently, we were expected to perform maintenance functions while guests at the Comfort Inn! "Andy" then sarcastically announced that we could check out, BUT WOULD STILL BE CHARGED for the night! He then refused to contact the manager or give any phone numbers to voice our concerns to COMFORT INN management. Finally, a female staff member went to our room and removed the cover and got the air conditioner working and turned he refrigerator to the lowest setting to stop the buzzing noise. "Andy" also came to our room to check the A/C and insisted that there was now hot water and assured us that there would be hot water in the morning. We were awakened by loud noises downstairs at approximately 7:00 am the next morning. ONCE AGAIN NO HOT WATER, NOT EVEN WARM WATER. Relatives in 2 separate rooms down the hall had same problem also and they were given 25 percent off "total" bill by desk clerk due to situation. We packed up with no shower and went to front desk at approximately 8:15 am and once again we're greeted by "Andy". We explained the situation and he stated that there was NOTHING he could do to compensate us for no hot water again. This was after he had assured us the night before that we would have hot water. I informed him that our relatives that had checked out from 2 rooms had just been given 25% of the total bill . Andy replied that another staff member must have incorrectly agreed to that he , and he could not give us anything in addition to the 15% Friday night and then became very argumentative and sarcastic. "Andy " expressed no interest in assisting us or dealing with our complaints. We asked to speak to the manager and he stated the manager was at "church" and he would not contact her until 12:00. He also refused to supply us with any phone numbers for management or complaints. As we left numerous other guests were arriving at the front desk with the same complaint and we observed one being given an adjustment to her bill last night. Needless to say the was a horrendous example of customer service from a rude and incompetent employee who appeared to attempt to just want to get guests out of your business without causing himself any additional work! I find it hard to believe that there is no manager to contact when there is an issue - is this Amy the only one that can help with a difficult situation? What a terrible way to run a business. It seems they have a goal to meet and are only interested in making money, not in good service for the guests. I didn't hear one happy person with their stay at this hotel this weekend. Never again will we stay at a Comfort Inn if this is the normal way guests are . I understand that situations may sometimes occur that staff cannot immediately correct, but there is no excuse for such poor customer service. At this point it is apparent that this matter should be brought to the attention of...

My husband and I reserved a room through Expedia for 3 nights, Dec 14-16. At check-in, I provided my credit card and photo ID per the procedure for the hotel. All was well until Dec 16. At 12am I was stricken ill and rushed to the hospital. After spending the next 7 hours in the ER, I was finally stable enough to be released. I returned to our room and my husband went to the front desk with my credit card to extend our stay another night since I couldn't travel. The front desk clerk told my husband that he could not add another night onto our stay because the credit card was in my name. He explained to the clerk that I had just been released from the hospital and was still very ill. The clerk again refused to extend the stay and told him that I would have to come to the front desk in person. I needed to rest very badly so I went down to the front desk to take care of the room night (please keep in mind that I could barely walk and was still throwing up). I told the same clerk that I needed to add a night and he said that he would need to see my credit card AND MY ID. He neglected to tell my husband that he would need to see my ID as well and I did not bring it down with me. I told him I was very sick and I needed to rest. He refused to check me in. I showed him my hospital ID bracelet. He still refused to check me in. I mustered up the last of the energy I had left and firmly told him that I was the same person that checked in 3 nights ago, that I had just spent the night in the hospital, and to please check me in so that I could go back to bed. He finally relented and allowed me to stay another night. I could imagine him giving me such a difficult time if I had just walked in off the street but I had been there 3 nights already. I will never stay at this hotel again which is a shame because this was honestly the only problem I had during my stay. However, this was a major problem and I can't believe that I was treated this way. The smugness of the clerk was uncalled for. The entire experience was...

Many of the Choice Hotels recognize that I am a Choice preferred member and will offer for instance a candy bar with my name on it or a bottle of water at check in. More importantly they have identified me and greeted me as a repeat customer. However that was not the case at the Rockland Comfort Inn. The check in was cordial and quick but certainly not especially friendly or welcoming. What is perhaps very ironic is that I believe I have "earned" more nights at Rockland to give me diamond status than any other single Choice Hotel facility. The lack of any recognition of being a repeat customer, coupled with the room assignment of 204 which is next to a business that starts loading its trucks around 630 am loud enough to wake me up along with having to mess around with ice to keep some water cold because the room does not have a refrigerator makes me seriously question whether or not I would stay here again.

In the past people at the front desk have been friendly, the room was clean and neat, and the hotel does have a nice colonial feel to it based on the way the lobby area is decorated is nice. However especially with the lack of any sort of sign of being a preferred member, coupled with staying at two other Choice properties the next two nights (VA and Jacksonville) at where they did recognize me as a member and did have rooms with refrigerators and did charge considerably less than did Rockland, will probably make me explore the two hotels across the street the next time I stay on the south shore. While I typically look first to a Choice Hotel for lodging, loyalty should be a...