Comfort Suites Waco North - Near University Area — Hotel in Waco

Reason 1 is breakfast, it is below average and exactly the same every day unless they are out of something. Reason 2 is the broken laundry equipment, we saw no attempt to repair it our entire stay. Number 3 (and most importantly), the owner and his untrained staff have no concept of how to run a hotel. To expand on 3...everyone we spoke with did not seem to care for the management style in place which seems to be exclusively ordering the staff to do what the owner wishes, regardless of if it makes any sense. The following had happened repeatedly during our 2 week stay, we had let it go but our last day we had to involve 3rd parties as it had become a serious problem. Every morning we went to the desk to pay our reservation. An authorization would be placed my card for $107.xx (room rate of $74 or so plus taxes (plus $6 service fee?, for coffee and towels?) plus a $10 incidental hold). Several times we were charged again later that day for another $97. The authorization was cancelled, the incidental charge was cancelled but I now have $200 tied up for days for a $100 charge. Same thing next day, now $400 for 2x$100 rooms. Then $600 for three days. You can see why this is not how you do things. Our last day we had bought a candy bar for $3. The hotel used our $107.xx authorization to pay for the candy bar, then demanded another $100 that same day for the same reservation. This time we refused and in fact told the staff that they had charged us $3 for the room by converting our $107 authorization into a $3 charge. They continued to demand an additional $100 and the owner threatened to kick us out at 8 pm. I called my bank and they were happy to inform the hotel that they had charged us for the room already and could not demand a second payment for the same reservation. We were kicked out of the hotel the next morning for training the staff on proper Master Card policy as stated in the vendor agreement. We plan to contact Master Card/Visa to review every transaction conducted during our stay for irregularities or violations of their respective terms of service. We expect to find several other unauthorized charges made by staff at the property. We would have been willing to let this go but after being told to leave the hotel due to the owner not understanding his own contractual obligations with his card processing providers, we will be reviewing...

I am a Hilton member and usually only stay at Hilton properties, however, when I tried to check in to the Hilton property down the street, I was treated very poorly by the front desk clerk, so much so that I ended up sobbing and left my paid reservation to go down the street and stay at another property. I stopped at the Comfort Inn and Suites to see if they had availability. I was very warmly greeted by Tara who was extremely engaging and kind. When checking in, I was still so emotional about the event that had happened at the previous hotel that I started sobbing. Tara came around the desk and hugged me, encouraged me, and immediately got me checked into the hotel. I had never stayed in this hotel chain before but the room was so spacious and clean! The bed was so soft. There was no noise from the interstate or other rooms. I had a much needed rest. The next morning, I was greeted by the kindest women who were working the breakfast area. I don't remember the workers name, but in conversation, she mentioned her son, Galveston. As I went to check out, the pool maintenance guy was standing near the front desk and he engaged in some lighthearted conversation. Tara was still working the front desk when I went to check out. I thanked her for taking such good care of me and giving me the most amazing customer service the night before. She hugged me again and told me she hoped I have a safe trip home and encouraged me once more. Her kindness to me meant so much. It didn't feel like she was doing it because it was her job but because she really did care. My experience with everyone of the staff members at this hotel has caused me to change my loyalty membership from Hilton to Choice Hotels. The compassion and kindness shown to me was unmatched from anywhere else I have ever stayed. This staff makes you feel valued and it feels like seeing family when you walk in. I was so impressed by the service that I called the GM, Melody Hargrave, and was treated as equally kind. This really was the best experience after a long, tiring, and emotional day the day before. If I ever go to Waco again, this is where...

I love staying at comfort suites but this time unfortunately was a little different. The first day the ac was not cold and I was sick all night because it just wasn’t cold and then the hot water wasn’t functioning properly which the manager apologized and offered a few options. We just dealt with it because we stayed two days and didn’t want to have to move everything again. The rooms were clean and nice otherwise. The front desk team and the kitchen staff Sarah was amazing per usual. However I was so upset and spiked at the fact that the other kitchen employee not only was rude yesterday and today but was being very unprofessional and hateful to Sarah. I have never seen Sarah (the only reason I know her is bc she introduces herself each time we stay here and is way more than accommodating for my kids and I) frown or be hateful Or rude even when there are always greedy customers. The incident was that Sarah was bringing more food out in a hot glass bowl and the other woman after being super rude and telling Sarah that the sausage was her job and jerked it out of her hands. You could see how hot the bowl was. She very well could’ve hurt herself or Sarah or a guest or all of the above. I have only asked the other woman (Yolanda I believe is her name) one question one time and when she snapped at me I never spoke to her again and that was a while ago. I understand there are bad days but Sarah deserves a raise or acknowledgment for her response, patience and respectfulness in that situation due to the fact that there is something always rude and stuck up about the other woman. This stay wasn’t very pleasurable due to the minor things that occurred, however Reese,Aj, and Sarah and the other 2 employees were more than accommodating and super nice and friendly and helpful. I will stay again at this comfort suites again and try to clear this stay to cs this time but I appreciate the staff because other than the one woman Yolanda everyone else was very...