Comfort Inn & Suites Farmington - Victor — Hotel in Town of Farmington

Our visit (I had 2 rooms) was NOT a pleasant visit at all. First being a platinum member I was not offered any of my gift choices upon check in. I overlooked that. Our main reason for coming was so that the kids could swim. The kids hours are until 9:30 pm with the adults allowed to stay until 11:30pm.

It was approx 7:30pm when I took my 3 kids down to the pool to swim. There was a pyramid made out of different kinds of beer cans and more laying around. That should have been my first warning but no I gave the benefit of the doubt. We entered the pool area where there was several drunk adults engaged in a game of volleyball. They were using the whole pool, swearing loudly etc. When my children tried to get in they could not even get all of the way down the stairs to get into the water. I told them to come on we would try again tomorrow to which one of the adults laughed! What a disappointment that they could not wait until adult hours to behave this way.

We went back to our rooms and decided to play a game with them before putting them to bed upset because they couldn't swim. We reassured them that we would swim tomorrow as we had a late check out. Everyone then got ready for bed and went to our own rooms. My room 209 was so HOT the ac/heating unit did not work. It would not turn down or turn up or anything. I went downstairs and said hello to the night person and received no response. I then went back to my room and had to knock on the door (adjoining rooms) wake my family up in that room to ask if we could please keep the door open to try and get some sort of breeze through there. Of course they did.

The next morning breakfast was nice. A variety of choices hot and cold. The kids finally swam after normal checkout hours as those same people were back in the pool in the morning being obnoxious.

Upon check out I went to the front desk and spoke to Jenny. I handed her a list of some of the problems that I had had with my name and which of the 2 rooms I had had the problem with. She said she would see that the manager got it that they were not there at the time. I reassured her that I would be contacting Choice as this kind of treatment was in no way the standards of Choice and that I did not feel they would be very happy.

I paid with 32,000 of my points to which I worked hard to get. Apparently to some points just don't matter. I contacted Choice who filed the complaint and was assured that I should be contacted by the Comfort Inn themselves within 72 hours. I waited extra time before contacting Choice again as I had heard NOTHING from the hotel itself.

Choice stated that they had received an email from them offering 50% off my next stay. NO that is not good enough. I spent a lot of money to earn my points and you still want me to pay for my next stay. That is not a fair solution at all and I reminded Choice that they may have sent them that email however, I checked my email and spam and I had received NOTHING from them at all. While they were contacting the hotel themselves they were also told there was no manager on duty and that one would be back in the morning from 9am to 3pm and I would be contacted. Again I was not! I have yet to contact Choice for one more time.

I am a busy business owner who gives everyone the benefit of the doubt and more time than necessary to correct the problem. My date of stay was April 7 to April 8 2018. As you can see with this still not being resolved I can in no way give any review but what I am writing at this time. I will hopefully be contacted by the hotel manager themselves or will be able to contact Choice again shortly to find out if they have heard anything new as I have not! I am truly disappointed in the way in which myself and my family were treated.

All we wanted was a nice night away with the kids able to enjoy themselves swimming and relaxing with the families being together. It was my family along with my daughter and her family. Our little getaway that turned into our BIG NIGHTMARE! If this is somehow resolved to my satisfaction I will gladly come back and let everyone know what they have done to rectify the situation. Otherwise, I would try to find another hotel to stay at because besides the breakfast and Jenny their is not much nice that can be said about this establishment. I know at my business if someone had this much of a problem I would bend over backwards to fix the problem as a bad experience travels by word of mouth at least 10 times faster than a good one! Something this hotel needs to remember!

Sincerely, A VERY...

I recently stayed at the Comfort Inn & Suites in Farmington, NY, and encountered several issues that significantly impacted my experience: • Unprofessional and Insensitive Behavior: Upon arriving at midnight on August 25, 2024, I was met by a front desk associate—a heavier-set Caucasian male with balding gray hair and a limp—who asked if I had gotten lost, implying that my arrival time was inconvenient for him. He then compared me to another guest, mocking her appearance by mentioning she wore rollers and a bonnet in her driver’s license photo. He added that she had been told she could wear whatever she wanted for the photo. As a Black woman, I found this interaction offensive and unprofessional. Such remarks perpetuate harmful stereotypes and fail to recognize the diversity within the Black community. Instead of making derogatory comments, the associate had an opportunity to educate the woman about how appearance in a driver’s license photo can influence perceptions during interview processes in certain professions, where such photos are often the first thing a recruiter or interviewer sees. His judgmental attitude was unproductive and perpetuated the harmful stereotype that Black women are subjects of ridicule, which is unacceptable. • Pest Infestation: On the night of September 23, 2024, around 10:30 PM, I discovered two bed bugs in my room and woke up with itchy bites resembling mosquito bites, which caused discomfort and disrupted my sleep. This situation was stressful and affected my overall well-being during the stay. I chose to sleep on the floor to avoid further bites and checked out the following day. Notably, the temperature had dropped during this period, which may have influenced the bed bugs’ activity. • Inconsistent Application of Corporate Rate: On September 22, 2024, I was questioned by an associate named Cindy about my use of a corporate rate, despite it being offered voluntarily by another employee when I first booked. Cindy stated that I had to be a government employee to use the corporate discount, which was not mentioned during the prior four weeks I used the rate. This was my fifth week extending my stay, and no other employees had previously mentioned any issues with the rate. Cindy’s scrutiny made me feel criminalized for utilizing a rate that was initially offered to me. • Cleanliness Issues: Upon my initial arrival, I had to clean the air conditioning unit myself and noticed mildew or mold on the underside of one of the comforters in the double queen bed suite. • Unwelcoming Atmosphere: During breakfast, I was the only Black guest among Caucasian patrons and had to repeatedly ask others to refrain from staring at me. This constant conflict made me feel unwelcome in a space that seemed to be perceived by whites as exclusively for them. No staff members intervened on my behalf to ensure an inclusive experience, which was disappointing and isolating.

On a positive note, the hotel processed my refund promptly. However, due to these experiences, I chose to check out early. I recommend that management address the pest control issues and provide staff training to ensure consistent and respectful customer service. Creating an inclusive environment where all guests feel welcome is essential. I hope the hotel takes these concerns seriously to improve future guest...

We planned a stay at this hotel for 7/24-7/25, we called on Friday to confirm our stay and see if it was possible to upgrade our room. I was placed on an extremely long hold, a gentleman named Michael came back and told me Yes we were good to go for Saturday and they did indeed have 2 King Suite rooms they could upgrade me to, and they would upgrade the charge to the card I originally placed on file. Fast forward to Saturday AM, I received a call from the General Manager, Don Heckman, who inquired about a "no-show," for the previous night. I told him no, I did not have a reservation for Friday and mine was for Saturday, he apologized, and we hung up. Moments later he called back with an extremely unprofessional, and accusatory attitude. He told me I was wrong, Michael would have NEVER told me that and due to the hotel being at full capacity the night before, and I quote "he could've sold the room 10 times over.," and that he was charging my card full price for an extra night!! He was rude and aggressive and told me he was it, the top of the top, and I was not getting a refund. Luckily, I began recording the second conversation fairly early on and have filed a formal complaint with cooperate office, who have received the audio and agree he was extremely unprofessional and offered me NO options on how to work out the issue. Just flat out told me I was wrong and charged my card $230, which I've also formally disuputed. Cooperate office have been much more empathic and professional while dealing with this and working out compensation. We ended up having no other lodging options and had to go for our Saturday night reservation and could not cancel it. The hotel itself is dingy, dirty, smelly, and downright outdated. Our room was far from the pristine clean they pride themselves on, which we as well documented and sent along to cooperate offices. The staff walked around swearing on their cellphones and talking horribly about other staff members while they stocked the linen/maid rooms on the second floor, and all-around this hotel was a nightmare. The large group we were with is planning to file a formal complaint, as well due to issues they faced with this hotel and...