Comfort Inn & Suites Winchester — Hotel in Stephens City

When checking in I informed receptionist Sabrina I had an Emotional Support Dog with me. I showed her Mia's card with her registration. She said this hotel does not recognize ESAs. I told her I was a Veteran and I'd seen some pretty nasty things while I was in the military and my dog was a REAL ESA. Her answer," I really don't care and you're going to have to pay for her to stay here." I told her I have stayed in many, many hotels and this was the first time I was ever told I would be charged for her to be with me. Her answer, "I really don't care." Anything I said would get the same answer,"I really don't care." I was fully aware that legally they can charge for an ESA, but what was really upsetting to me was Sabrina's "I really don't care attitude." Finally she went and got the manager. The manager told me that they don't charge for service dogs. (legally they can't) She asked me is Mia a service dog? I said no. She asked me the same question three times. I knew she was trying to defuse the situation, but each time I said no. Next she asked me if Mia performs a specific task? I said yes, she keeps me calm. Same question again, same answer. Third time, Does Mia perform a specific task? Me raising my voice, yes she keeps me calm, do you really want a berserk veteran staying in your hotel tonight? Manager-- Do you have PTSD? Without really thinking I said yes. Manager-- Because you have PTSD we're going to wave Mia's fee. A few minutes later Sabrina was leaving the hotel and I said to her "You know when you guys asked me if I had PTSD you were breaking a Federal law. PTSD is a medical issue and you had no right asking me that." Her answer, I'm off the clock and I don't have to listen or talk to you and this conversation is over!" If you are a veteran or have a family member who is, or just respect veterans I would ask you to avoid this hotel. Apparently this hotels policy is to squeeze every nickle out of anyone foolish enough...

My wife and I started staying at this hotel in May 2021. That stay was AMAZING, room was incredible, clean, staff were fantastic and friendly! We decided to make this our new hotel we stayed at when passing through annually. (Way down and way home) Then in July, we passed through again. The staff was still fantastic, however the room didn't smell as clean, but was overall okay and not enough to make us complain. October, we went down again and while checking in, staff was new but still friendly. The room on the other hand, first we found a live stink bug but they're almost everywhere so since it was 1 we were okay. However as soon as we walked in the room we were hit with a smell of B.O. it was very late at night, I knew the other rooms were all booked up so again, we let it go. When we went in the bathroom later, we noticed a BUNCH of different colored hairs on and around the sink on the mirror, floor and shower. Clearly the room had never been cleaned since at least the most recent guest (with the different hair colors and lengths I assume it'd been longer) Then, at 2:30 AM, we were woken up by the neighbors next door checking in, being VERY loud and abnoxious. Then, about 3:30, we're woken up again by a loud banging....I got up to see if it was on our door but saw the neighbor kicking their door as hard as they could because they had fast food bags in their hands so the other could come open the door. This went on for at least 6 minutes. We did not go...

Hotel itself was fine, my complaint is about staff which I believe the desk clerk was inexperienced. I’d hate to believe that incompetence is the reason for being unable to program keys properly and to properly cancel a pet friendly room. My original reservation was for 2 rooms one of which needed to be pet friendly. Because there was no pool at the Comfort Inn my daughter along with her pet and children cancelled the room at the Comfort Inn and instead stayed at the Country Inn. If the clerk had not asked me if I still needed a pet friendly room and if I hadn’t told and explained to her why it was not needed I wouldn’t even be upset. I could and would understand the error since my online reservation originally required the room to be pet friendly. The lack of a need for a pet friendly room was made clear at the time of my check in. I checked out at 3 a.m. and left my key cards at the unattended desk. My receipt was emailed to me and upon checking it I saw that I had indeed been charged a pet fee for the length of my stay ($75.00). The hotel was well kept, I have no complaints about that I just don’t want to pay for something I didn’t not receive. I did not have a pet during my stay which was clearly conveyed to the desk clerk. I am only requesting a return of $75.00 not the entire 3 night...