Comfort Inn Santa Rosa on Route 66 — Hotel in Santa Rosa

I am updating my review because after check in we realized our bathroom door didn't close at all.. one of the outlets in our room sparked and smelled after we tried plugging the iron into it. We let them know about it downstairs, come to find out the person we let know was the assistant gm and she didn't offer anything to us. Thankfully it was just my husband, my self and our 2 daughters... we were gonna share a room with a friend which would have been a bit uncomfortable. And the outlet issue was scary... on check in when we got here, the person that checked us in was the assistant gm... we let her know it was supposed to be downstairs and she didn't let my husband finish a sentence before interrupting him to say NO NO NO I TOOK YOUR CALL YOU DIDN'T SAY DOWNSTAIRS! We were trying to explain it was reserved that way under the entire group but she would not let him get a word in. Mind you, we had been on the road for over 8 hours and we were extremely tired as it was 9 pm already. We come up to the room, the stir sticks are missing out of the packaging by the coffee maker, it was ripped open and used so we didn't use anything in that area. We went looking for a vending machine because we needed to take our nightly meds and there was none, however we saw there was a little store by the check in counter so we went back there but the store was blocked off, and she (asst gm) came out and asked what we needed and my husband said I'm trying to get some water, and she laughed and pointed and said there's a water fountain over there and rolls her eyes! I'm about to say something and my husband immediately said no I need to find somewhere i can buy a water bottle to take my medication and she doesn't say anything but with tons of attitude in her body language she motions towards the store and I'm like it's blocked off like it's closed and she's like no I gotta block it at night and I'm like well how are we supposed to know that??? We've gone thru about 16 door cards because they kept deactivating... and where we had to park to be close to the stairwell to our room was a walk to the front desk! We witnessed her be rude to another guest as well that was simply asking for a towel... she was also rude to a couple other people from our group. I feel bad leaving a bad review cause other front desk people were great, it was just her! We had let the person that reserved the rooms know about the upstairs issue and she called to ask why we weren't given a downstairs since that was what was reserved and Jasmine told her that we didn't tell her we were part of that group, but we did and we got the group rate, which we wouldn't have gotten without mentioning we were part of that group. Another front desk person offered to accommodate us moving us to another room but Jasmine hollered from the office no she couldn't move us! Asking to file a complaint she said I could write a review... I looked at the cards and asked if she was Jasmine or Andria and she said Jasmine, Andria is the gm so I asked how to talk to her and she said she didn't have a number only an email. Another guest said that I would get an answer on here if I wrote what happened. This is the tip of our horrible stay.

No elevator. Our group had reserved all downstairs rooms so when we called we didn't specify downstairs and were given upstairs. We are both disabled and asked about a downstairs room but none were available.

I'm attaching a picture of the actual GMs card in case anyone...

This place is completely run down. First of all, they charged me $150 a night when I had car trouble and had the misfortune of choosing this place. The beds are awful. Woke up with back pain. The manager from this morning was scolding her employee in front of customers, which I thought was incredibly unclassy and unprofessional. I asked the front desk what their policy was on “late“ check out and she told me since I was having car trouble, and I just needed a few more hours and not an entire night, that they would be happy to extend my time a little bit longer for me. I offered to pay a prorated amount and I was assured that it wouldn’t be a problem. An hour later they told me they were not able accommodate me past noon. It’s about 11:30 right now so that gives me half an hour to find another location because I am definitely not paying more money to stay here another five hours.

Also, when you tell a traveling customer their card is declined, it’s creates concern. In my case, I was worried that maybe I had lost it along the way. Come to find out, Apple Pay employs a security measure so when my less than $10 addons were added, they didn’t go through. Which renders a different message than “declined”. So don’t call me repeatedly, somewhat desperately to come to the front desk due to my “declined” transaction. I spent considerable time going through all my accounts worried there was some fraud going on. It’s insulting when you’re treated like you’re going to run out on someone for ten bucks.

Oh, and hey! Here’s a thought, why don’t we put trash cans outside so that we can follow the instructions on all those little signs outside asking us to clean up after our pets? Just a thought. Maybe some bags while you’re at it I’m sure it would get rid of most of the dog poop that everyone leaves outside and no one bothers...

Awful stay. Worst experience with a Comfort Inn in my life. And I have stayed at a lot of Comfort Inns - it is my go-to brand for travel. I had booked a large room with a kitchenette. I called about 5pm on day of arrival to confirm, and was told they did not have that type of room for me, but they could get me into a suite, which is a large room with a sleeper sofa. I said, OK. But when I arrived at 10:45 pm that night, I was told that the 'new owner from Branson' had changed everything up, and they had no more suites, so I was stuck with a very small room with a double queen - a total pain for me because my wife and I both work remotely from the hotel room. The next day, I met the 'new owner from Branson' and explained my issue, and he promised to refund me 10,000 points of my purchase (which was 40,000 points for two nights). Here I am at 9 days post checkout, and there are no points in my accounts - the dude is apparently a liar. On top of the massive inconvenience, the property is VERY OLD, and needs massive renovation. Furthermore, BIRDS have been allowed to BUILD NESTS under the overhangs of the roof outside the window OF EVERY SINGLE TOP FLOOR ROOM on the building, so there are hundreds of birds all over the property pooping on everything, and chirping/flying everywhere - a health hazard, and frankly, just gross. I have NEVER had these kinds of issues with a Comfort Inn, and have never had my room changed like this and been lied to after making a confirmed reservation through the website. I will NEVER stay at this property in Santa Rosa, NM again, and highly recommend to all that you avoid it...