Comfort Inn Sunnyvale - Silicon Valley — Hotel in Sunnyvale

Overpriced Stay with Unresolved Issues and Blatant Lies from the Owner

I booked a two-night stay at this hotel, arriving at 2 AM, only to find a room with no heat, no phone, and no remote. Despite spending much of the first night trying to resolve the heating issue, my partner woke up with bites, which was concerning enough for us to check out and find another hotel for the second night.

When I addressed these issues with the hotel owner and requested a full refund, he claimed he had no say in the matter. However, after speaking with the third-party booking company, they provided clear instructions for the owner to approve the refund—he simply needed to send them a message on hotel letterhead. I also contacted corporate, who confirmed that the decision was entirely up to the hotel. It became clear that rather than taking responsibility, the owner shifted blame onto the third-party company and corporate, when in reality, he simply didn’t believe my experience warranted a refund. Given how this was handled, I wouldn’t be surprised to see more negative reviews in the future.

I typically avoid leaving negative reviews, as I understand the impact they can have. However, after several days of trying to receive even partial compensation for what I believe was an unacceptable experience, I was met with silence. After the initial response of, "Sorry, but we can’t issue a refund," the owner never responded again.

And now, to my complete shock and disbelief, the hotel has responded to my review with a flat-out lie. The owner claims my complaint is invalid and that I only wanted a refund because my plans changed. That is completely false. I left because the room was unlivable—no heat, no phone, no remote, and my partner waking up with bites. The conditions were unacceptable, and rather than acknowledging that, the owner is trying to twist the situation into something it was not.

Even worse, the owner claims he had no control over the refund, which is another blatant lie. The third-party booking company explicitly told me that the refund decision was entirely up to the hotel, and they even provided specific instructions for the owner to follow if he chose to issue one. Corporate also confirmed the refund was his decision. The fact that he is now trying to mislead anyone reading this review into believing his hands were tied is beyond frustrating. The truth is, he didn’t want to issue a refund, so instead of owning that decision, he is trying to pass the blame onto others.

At this point, there is absolutely nothing the hotel can do to change my opinion or make me update this review. Lying so blatantly in response to a legitimate complaint is completely unacceptable. If this is how they handle customer issues, I strongly advise...

Excellence location, lower price compared to neighboring hotels, super friendly staffs.

I stayed here for a long time and feel most of the staffs here are really friendly and very helpful even some of them don't know know much English. The overall atmosphere is quite upbringing and friendly.

The manager likes to make jokes and is very accommodating.

added on 06/04/2024: My hotel room keeps getting fragrances while the hotel staffs know that I am highly sensitive to fragrances.

05/14/2024: I was assigned room 122 by Pala with strong smells.(I had to change a room due to the strong cigarette smoke from a room nearby a few months ago so the hotel staffs know I am sensitive). I had diarrhea and dizziness. The manager Premal found an Airwick behind the desk and removed it after I decided to move.

05/15/2024: I was assigned room 232 the next day by Pala with fragrances and I found Airwick behind the desk.

When I was about to sleep after an outing, I found there was fragrance on my beddings! I moved to room 210.

05/16/2024: Claudia gave me two other rooms in the morning on the 2rd floor to choose from, but all of them have fragrances.

Claudia gave me two other rooms on the 3rd floor in the afternoon. I chose 334 which has less fragrance smells but still has fragrances after a few hours and I moved back to 210.

05/17/2024: After I came back from outside at 6 pm, all my clothes and personal items were stained with fragrances! I suspect some one entered my room and sprayed fragrances when I was out.

Ended up washing all my clothes by a laundry service and throwing away a lot of my skin care, clothes and other items stained with fragrances.

05/20/2024: I requested hotel surveillance camera footage. Premal sent me to Claudia and Claudia couldn't find the right one. All she showed me was some video clips with time stamp of year 2000.

05/26/2024: After I came back from outside after 9pm, all my clothes and stuffs were stained with fragrances again!

I washed 5-6 times the next week and couldn't get rid of the fragrances and ended up getting rid of most of my clothes cause I couldn't breathe with these clothes on.

05/31/2024: Talked to Premal and he refused to refund for my property loss. He promised to provide the correct security footage on Monday by Claudia.

As of 06/04/2024 Tuesday today, I haven't received any feedback from Premal or Claudia.

update 06/05/2024: Moved out due to 3rd time fragrances stained my belongings. This is purely retaliation! Didn't get refund for my lost items. Only refunded for 2...

Rude staff with zero communication skills and even less talent in providing a positive guest experience.

My son and I were in the breakfast area at 8:50 am. He stopped at the coffee area to get a cup for each of us and I went to the hot trays. I had just finished filling my plate with eggs and a sausage patty from the hot tray and was standing at the buffet counter waiting for my toast to pop up. My son had just set our coffees down on our table next to my cane and my purse and was standing at the hot tray with a plate and a pair of tongs in his hand to serve himself some hot food, when two male employees pushing a large metal cart walked into the room in a big hurry. One of the two men literally pushed the cart in front of my son forcing him to step back. The man then reached across in front of my son, pulled the electrical cord attached to the hot tray, picked up the entire tray of food, and set it on top of the cart.Then he moved the cart away slightly and paused a moment as the other man slid cereal, bread, and other food items onto the lower shelves of the cart. As fast as they had entered, both men raced out of the room with the loaded cart leaving my son at the counter holding an empty paper plate. As soon as the men cleared the door a lady showed up and began wiping everything down. My son had no breakfast other than the cup of coffee he had set down at our table a few minutes before.

Appetites gone, we left the room and went to the front desk to check out and explain what had just happened.

The woman at the front desk first tried to accuse us of arriving after 9:00 but the clock at the desk was only at 9:03 at that point.... AFTER all this had happened. So we pointed that out to her. She shrugged her shoulders at us but didn't even attempt an apology.

Yes. Breakfast service ends at 9:00. But guests in the room and at the counter serving themselves before 9 are not allowed to finish putting food on their plate?

Last time I will stay at a...